Cancellation & Refund Policy

Can I cancel my booking? Yes. You can cancel any confirmed booking directly from the El3ab iOS app under your Profile > Bookings.

Will I get a refund? It depends on when you cancel. Each Venue sets its own free-cancellation deadline (e.g., 24 hours before the booking time). This specific deadline is explicitly shown to you before you confirm your checkout.

• Before the deadline: You will receive a 100% refund of the amount you paid online.
• After the deadline: The booking is non-refundable. The Venue has reserved the space for you and cannot resell it on short notice.

Late Arrivals: If you arrive late to the Venue, your session will still end at the originally scheduled time. You will not receive a partial refund or a time extension for arriving late.

No-Shows: If you fail to show up for your booking entirely without cancelling beforehand, you forfeit the entire amount paid online. If you chose a "Pay at Venue" deposit option, you forfeit your deposit, and repeated no-shows may lead to the suspension of your El3ab account.

You are entitled to a full or partial refund if the Venue fails to provide the service. Examples include:

• The Venue cancels your booking prior to arrival.
• The Venue is closed when you arrive.
• The Venue cannot provide the specific setup you booked (e.g., you booked a PS5 but only a PC is available) and you refuse the alternative.
• A major power or internet outage severely interrupts your session.

If this happens, you must report the issue to El3ab Support within 24 hours. We will investigate the claim with the Venue and issue the appropriate refund.

How long does a refund take? We generally initiate approved refunds immediately. However, depending on your bank or payment provider (Paymob/Fawry), it may take 5 to 14 business days for the funds to appear on your statement.

Where does the money go? Refunds are always issued back to the original payment method used during checkout. We cannot issue a refund to a different card or bank account.

Failed Refunds: In rare cases, a provider might fail to process a refund automatically. If this occurs, El3ab Finance will manually review the transaction and may contact you to resolve the refund manually. This is an internal process and does not affect your entitlement to the refund.

InstaPay: If you are eligible for a refund on a booking paid via InstaPay, El3ab Finance will process a manual transfer back to your originating InstaPay account. You are responsible for ensuring your account is active to receive the manual transfer.

Pay at Venue (Cash/Card at location): If you paid any remaining balance directly to the Venue in person, El3ab does not hold those funds. You must request a refund for that specific portion directly from the Venue Manager before you leave the premises.

Split Group Payments: If a group booking expires before all members pay, every member who successfully paid will be automatically refunded their exact share.