Refund & Cancellation Policy

1. Policy Purpose & Commitment

At Wjha (وجهة), accessible at wjhastays.com, we believe in fair, predictable, and transparent booking experiences for both guests and hosts. This Refund & Cancellation Policy describes the rules governing reservation cancellations, how refund eligibility is evaluated, and the precise timelines required for funds reversal to your card or digital wallet via our payment partner, Paymob.

2. Cancellation Windows & Host Policies

Each listing on Wjha operates under a clear cancellation policy stated transparently on the property details screen prior to booking confirmation:

• Flexible Policy: Full refund (100%) if cancelled at least 48 hours before official check-in time. Cancellations made within 48 hours of check-in may incur a one-night penalty.
• Moderate Policy: Full refund (100%) if cancelled up to 5 days before check-in. 50% refund if cancelled between 5 days and 48 hours before check-in. Non-refundable thereafter.
• Strict / Seasonal Policy: Applies to prime holiday dates and high-demand summer periods (e.g., North Coast / Sahel July & August). Full refund if cancelled within 24 hours of booking (provided check-in is at least 14 days away); 50% refund if cancelled up to 7 days before check-in.

3. How to Submit a Cancellation & Refund Request

Guests can easily submit a cancellation request through the following steps:

• Via the Wjha Mobile Application: Navigate to Bookings / Trips → Select Reservation → Tap "Request Cancellation / Refund".
• Via Customer Support: Email our 24/7 support desk at support@wjhastays.com with your Reservation Reference Number and booking details.
• Once submitted, our automated system and admin moderation desk will evaluate the cancellation window and notify you of the approved refund sum immediately.

4. Refund Processing Timelines via Paymob

All electronic transactions on Wjha are processed through Paymob (Paymob Financial Technology). When a refund is approved by Wjha, the reversal command is dispatched directly to Paymob's settlement engine:

5. Non-Refundable Situations

Refunds cannot be granted under the following circumstances:

• No-Shows: If the guest fails to arrive at the property without prior written notice within the allowed cancellation window.
• Early Departure: Voluntary check-out before the reserved checkout date does not entitle the guest to a refund for remaining unused nights.
• Violation of Property House Rules: Ejection from the property due to unauthorized parties, exceeding maximum occupancy limits, or damaging host property.
• Subjective Dislike: Subjective dissatisfaction where the property matches the verified descriptions, photos, and amenities displayed on Wjha.

6. Host Cancellations & Property Inaccessibility

In the rare event that a verified host is forced to cancel a confirmed reservation, or if an unforeseen incident (e.g. utility failure, water outage) renders the accommodation uninhabitable:

• The guest is immediately entitled to a 100% full refund (including any platform service fees and taxes).
• Alternatively, our dedicated VIP support team will assist the guest in rebooking a comparable or upgraded property on Wjha at no additional cost.

7. Force Majeure & Unusual Circumstances

Special relief and full refund considerations may be granted in substantiated cases of emergency travel restrictions, natural disasters, or severe government-mandated travel closures preventing travel to the destination (e.g., Sinai, North Coast, Red Sea).