Refund and Cancellation Policy

Clients do not pay Fawran anything. The delivery fee and any money for goods are paid in cash directly between the client, the receiver, and the courier, so Fawran has nothing to refund to a client.

The only online payments on Fawran are couriers buying points packages, which they spend to accept orders.

Points are virtual in-app units used only to pay Fawran's platform usage fee for accepting orders. They are a digital service, so nothing is shipped.

• Card or mobile wallet, through Paymob: the points are added to your balance as soon as Paymob confirms the payment, usually within moments.
• InstaPay: the points are added after a team member checks your transfer receipt, usually within the time shown in the app.

The price shown at checkout, in Egyptian pounds, is the full amount you pay.

• You were charged twice for the same package.
• The payment failed or was cancelled, but the money was still taken.
• You paid, but the points were never added to your balance.
• We received your InstaPay transfer but rejected the request (for example, because it came from a different number). We will either add the points once the transfer is verified, or return the money to the account it came from.

• Points that have been added to your balance, used or unused.
• Points spent on an accepted order, except in the cases in section 6.
• Starting, bonus, or promotional points, which have no cash value.
• Points left in your balance when you delete your account.

Contact us within 30 days of the payment at company@fawran.co or 01092724592 / 01092724592, or through support in the app. Include your registered phone number, the date and amount, and the Paymob transaction reference or the InstaPay receipt.

We review the request and reply within 7 business days. Approved refunds go back to the original payment method: the same card or wallet, or the InstaPay account the transfer came from. Your bank or wallet may take longer to show the refund.

• Clients can cancel an order free of charge while no courier has accepted it. Fawran charges no cancellation fees.
• For one minute after a courier accepts an order, the client can remove the courier or the courier can withdraw. Either way, the courier's points are returned in full.
• If Fawran cancels an order or removes a courier from it, the courier's points are returned in full.
• Otherwise, points spent on an accepted order are not returned.

If a payment is reversed, refunded, or disputed with your bank, the points from it are removed from your balance, even if that makes your balance negative. Please contact us before disputing a charge with your bank; we can usually resolve it faster.

This policy is issued by فورا دليفرى لتوصيل الطلبات (Fawran Delivery), a limited liability company registered in the commercial registry under No. 12027 (Ismailia Investment Commercial Registry Office), tax registration No. 783-718-756, with its registered office at Apartment 1A, raised ground floor, Plot ع (1) bis, Basin (6) (41-2017), Suez, Suez Governorate, Egypt. For refunds or questions, email company@fawran.co, call 01092724592 / 01092724592, or use the contact form on this website.