This Refund & Cancellation Policy explains when and how money is returned on Clicky Collect, operated by Clicky Collect, a sole proprietorship registered in Egypt ("Clicky Collect", "we", "us"). It forms part of our Terms of Service.
1. Who this applies to
There are two different kinds of payment on Clicky Collect, and they are treated separately:
- Outlet subscriptions (sections 2–5). A restaurant, café or kiosk buys a Clicky Collect plan from us. This is the only payment we receive. Prices are published on our pricing page and paid at checkout.
- Customer orders and wallet balances (sections 6–11). A customer tops up a wallet and buys food from an outlet. This money settles to the outlet, not to us — see Funds & Liability.
2. Cancelling a subscription
- No lock-in. Subscriptions are monthly or annual, and you may cancel at any time. There is no cancellation fee and no notice period.
- How to cancel. Email [email protected] from the address on your account, or call us on +20 120 487 7823. We confirm every cancellation in writing within 1 business day.
- What happens next. Cancellation stops the next renewal. Your service continues to the end of the period you have already paid for, and your account is deactivated at the end of that period.
- Free trial. Every new outlet gets a 30-day free trial. Cancel before the trial ends and you are never charged. We remind you by email before the first charge.
- Your data. On request we export your menu, order history and ledger to CSV before deactivation. We retain records afterwards only as required by Egyptian tax and commercial law.
3. Subscription refunds
- 14-day money-back guarantee. If you cancel within 14 days of your first paid charge, we refund that charge in full, to the card or account you paid from. No conditions.
- Monthly plans after 14 days. The current month is not refunded — you keep the service until the period ends, and you are not charged again.
- Annual plans. Cancel an annual plan mid-term and we refund the unused whole months, pro rata, less any discount already consumed. Example: cancel 4 months into a 12-month plan and 8 months are refunded.
- Service failure. If the Service is unavailable for a prolonged period through our fault, we refund or credit the affected days on request — regardless of the timing rules above.
- VAT. Refunds include the VAT charged on the refunded amount, and a credit note is issued.
4. Add-ons & one-time fees
- Onboarding & menu build (2,500 EGP). Fully refundable until work starts. Once your menu build or training has begun it is non-refundable, because the work has been performed.
- Custom integrations. Quoted per project and governed by the written scope for that project. Deposits are refundable until development starts.
- Extra branches. Treated as part of the subscription and follow section 3.
5. Failed & duplicate charges
If your card is charged and your subscription is not activated, or you are charged twice for the same period, we return the full amount to the original card as soon as we identify it — you do not need to prove anything. Tell us at [email protected] with your order reference (it looks like CC-260910-A1B2) and we will act within 1 business day.
6. Customer orders: the principle
Your money is held, not spent. When you place an order, the amount is held from your wallet and is only captured (charged) once the outlet accepts your order. If an order is never accepted or cannot be fulfilled, you are not charged — the held amount is returned to your wallet.
7. Automatic order refunds
The following are refunded to your wallet automatically, with no action needed from you:
- Order rejected by the outlet — the full held amount is released back to your wallet.
- Order not accepted in time / outlet closed — if an order expires without acceptance, the held amount is released.
- Order cancelled before acceptance — the held amount is released in full.
- System error or duplicate charge — any amount taken in error is returned in full.
You may cancel an order yourself, free of charge, at any time before the outlet accepts it. Once an outlet has accepted and started preparing your food, the order can no longer be cancelled automatically — contact the outlet or us and we will deal with it under section 8.
8. Order issues after pickup
If something is wrong with an accepted order — for example an item is missing, incorrect, or not of acceptable quality — contact us (or the outlet) as soon as possible, ideally within 24 hours of pickup. Genuine issues are reviewed case by case and, where upheld, refunded in full or in part to your wallet. Because orders are prepared fresh by independent outlets, we may ask for details or a photo to resolve a claim fairly.
9. Wallet top-ups
- Wallet top-ups add prepaid balance to your account and are generally non-refundable to the original card once credited, because the balance remains yours to spend on the Service.
- If a card is charged but the balance is not credited (a failed or interrupted top-up), the amount is either reversed by the payment gateway or credited to your wallet after reconciliation. You will not lose funds to a failed top-up.
- Where required by law, or in cases of account closure, you may request a refund of unused, previously topped-up balance to the original payment method, subject to identity verification and any applicable gateway limits.
10. How refunds are paid
Subscriptions: refunded to the card or bank account the payment came from, through the same payment gateway that took it. We do not refund to a different card or account.
Customer orders: refunded by default to your Clicky Collect wallet, where the balance is immediately available for your next order and visible in your transaction history. Where a refund to the original card is required or agreed, it is processed through the original payment gateway (Paymob or PayTabs) back to the card used.
11. Timing
- Wallet refunds are typically reflected in your balance immediately or within a few minutes.
- Subscription and other card refunds are initiated by us within 2 business days of approval and usually appear on your statement within 5–14 business days, depending on your bank and the payment gateway.
- Bank-transfer refunds are sent within 5 business days of approval.
12. How to request a refund or cancellation
Most order refunds are automatic. For anything else — including every subscription cancellation — email [email protected] with your registered phone number and either your order reference or your order number, and describe what you need. We acknowledge within 1 business day and aim to resolve within 2.
Clicky Collect — sole proprietorship, Egypt
22 Abd El Salam Aref, Alexandria, Egypt
Email: [email protected]
Phone: +20 120 487 7823
We may update this policy from time to time. Material changes are posted on this page with a new "last updated" date, and existing subscribers are notified by email before a change affects them.