Refund Policy

1. What this covers

Payments made on Shoghlak for job milestones, service orders and consultations. Payments made outside Shoghlak aren't covered and aren't allowed.

2. Before the work is accepted

• Your payment is held, not sent to the professional, until the work is accepted.
• While it's held, you can ask for part or all of it back from the engagement page. The professional (or an administrator) approves or declines the request.
• An approved refund goes back to your original payment method, together with the matching share of the client service fee, and the matching share of the platform commission is reversed.
• Only one refund request per payment can be open at a time.

3. Consultations

• If the consultant declines your request, the request expires, or either of you cancels before the session starts, you get a full refund automatically.
• After the session, the consultant records it as completed or as a no-show. If you disagree, open a dispute.

4. After the work is accepted

When you approve a milestone or a consultation is completed, the money becomes payable to the professional. Once it has been paid out to them, it can't be refunded through Shoghlak. If something went wrong, open a dispute before you approve.

5. Disputes

• Either party can open a dispute about a project or consultation, with a summary and evidence. One case can be open per engagement.
• While a case is open, new refund requests are paused, so money moves only by the decision. Automatic booking refunds still apply.
• An administrator who isn't involved reviews the case and decides: a refund to the client of up to what is still refundable, and/or release of the remaining funds to the professional.
• The decision is final on Shoghlak. It doesn't limit any rights you have under Egyptian law.

6. Timing and fees

• Refunds are sent to your payment provider promptly. How long they take to reach your card or wallet depends on your bank or wallet. [Typical timeframe to be confirmed with the payment provider.]
• The platform commission is reversed in proportion to the amount refunded. [Treatment of payment-processing fees to be confirmed with the payment provider and counsel.]

7. Contact

Questions about a payment or refund: [contact email].