Service Delivery Policy
EHNA ONLINE
Last updated: 2026-11-11
Ehna Online sells digital services and provides a booking platform. We do not ship physical goods ourselves. This policy explains when and how each paid service is delivered, and what happens if delivery fails. See also the Refund and Cancellation Policy.
1. Digital services delivered by Ehna Online
| Service | When it is delivered | Where you see it |
|---|---|---|
| Wallet top-up | Instantly after the payment partner confirms the payment (usually within a minute; bank transfers and mobile-wallet transfers after they are verified, normally within 1 business day) | Wallet balance and transaction list |
| Package (membership) | Activated immediately after payment, for the period shown on the Packages page | Your profile badge and Settings |
| Ads campaign | Starts as soon as it is approved (within 24 hours when review is required) and runs until its budget or end date is reached or you pause it | Ads manager |
| Featuring a listing or provider profile | Immediately, for the number of days shown | The listing shows the featured badge and end date |
| Gifts, tips, voice-room items | Instantly to the receiver | The conversation, broadcast or room, and both wallets |
| Digital products in the marketplace | A download link right after payment | The order page |
| AI credits and AI tools | Instantly, when you use the tool | The tool screen |
Every payment produces a record in your wallet transactions and a notification. If a paid digital service is not delivered within the time above, contact us: we deliver it or refund you within 5 business days of confirming the problem.
2. Tourism bookings (delivered by the host)
- You send a booking request for a date and a number of people, with an optional wallet payment that we hold.
- The host confirms or declines. We ask hosts to answer within 24 hours. Until the host confirms, you can cancel at any time for an instant refund.
- After confirmation you both receive a notification. Use the chat to agree the meeting point, pickup time and details.
- The host provides the trip, activity, stay or meal on the agreed date, as described on the listing.
- After the experience you can leave a review. If something went wrong, report it within 48 hours after the date.
3. Home and local services (delivered by the provider)
- You choose the service, options, address, date and time slot. The earliest slot respects the provider's preparation time.
- The provider accepts the booking and may assign a team member. You see each step on the booking page: accepted, assigned, on the way, started, done.
- Extra work found on site is only added after you approve the new price.
- When the job is finished, you confirm it (or give the provider the completion code). If you do not confirm or open a dispute within 3 days after the provider marks it done, it is completed automatically.
- The payment held in your wallet is then released to the provider, minus our commission.
4. Marketplace orders (delivered by the seller)
- Sellers ship the products themselves, to the address you choose, within the time stated on the product or agreed in the chat. Shipping costs, if any, are shown before you order.
- The order page shows its status (placed, shipped, delivered). Confirm delivery when you receive the order. If you do not, an order marked as shipped is treated as delivered after 30 days unless you report a problem.
- If an order does not arrive, contact the seller first, then us: we review the case and refund wallet payments that the seller cannot justify.
5. Real estate
Property listings are published once they pass our checks (and, when enabled, our review). Ehna Online does not take part in viewings, contracts or payments between buyers, tenants and owners.
6. Service area and availability
Tourism and local services are offered in the Egyptian cities and areas shown on each listing or provider profile. The Platform may be unavailable for short periods for maintenance; we try to schedule it at quiet hours. If an outage caused by us prevents the delivery of a paid digital service, we extend it or refund the affected part.
