Refund & Cancellation Policy
When you can get your money back for online card payments, and how to ask.
1. Failed or duplicate charges
If your card was charged but your balance or time was not added, or you were charged twice for the same purchase, we always refund the amount to the same card, within the period your bank or card issuer needs (usually a few working days) after we confirm the problem.
Staff can also fix a missing balance or time directly at the lounge; just give them the payment reference shown in the portal.
2. Unused balance
Requests to refund unused balance are handled case by case by our team.
Balance that was already used for play time, food or drinks is not refundable.
3. Time packages
Requests to refund time packages are handled case by case by our team.
Time that was already used, or that has expired, is not refundable (see the validity on each package).
4. Cancellation
Online purchases are applied to your account immediately, so they cannot be cancelled once the payment succeeds, except as described above. If you need a purchase cancelled, contact us and the team will look at it case by case.
A payment that fails or that you cancel on the card page does not charge you.
Room bookings made through WhatsApp can be cancelled or changed by messaging us as early as you can; the team handles each case fairly.
5. How refunds are paid
Refunds go back to the original card through Paymob. We do not refund card payments in cash. The time it takes after we send it depends on your bank.
6. How to ask for a refund
- Contact us from the Contact page, by phone or WhatsApp.
- Tell us your username, the date and time, the amount in EGP and the payment reference.
- Never send your full card number or security code. We do not need them.
We will answer as soon as possible.
7. Prices
All amounts are in Egyptian pounds (EGP). See the Terms & Conditions for prices and VAT.