VEE
Refund & Cancellation Policy
Arab Republic of Egypt — Effective date: [to be completed on approval]
1-1 This Policy governs the cancellation of paid transactions within the VEE application and the refund of their value. It forms an integral part of the general Terms and Conditions, and its acceptance is a condition for any paid transaction. The Arabic version prevails in the event of any discrepancy.
1-2 Live sessions are group sessions held at fixed times, attended by other users and delivered by chefs and content providers. Confirming a booking closes that place to other users, and the session is organised and provisioned on the basis of the confirmed number of participants. This nature governs the cancellation windows set out in Section 3.
1-3 The Company contracts with the User, and all cancellation and refund requests are directed to the Company alone. No claim is made directly against the session provider or the other participants.
1-4 This Policy is subject to Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulation, without prejudice to the mandatory rights afforded to consumers. No provision may be construed as forfeiting any mandatory right.
2-1 Before payment is completed, the User is shown: a description of the service and its duration, the all-inclusive price and currency, the renewal date and price and whether renewal is automatic, and the applicable cancellation windows. An electronic notice with the transaction details is sent immediately upon completion.
2-2 Before payment, the User acknowledges awareness of the cancellation windows set out in this Policy and consents to performance commencing. A record of this acknowledgement is retained.
Once the payment is completed, the service will be activated.
3-1 Cancellation by the User
3-2 Matters That Do Not Give Rise to a Refund
No right to a refund or credit arises from any of the following:
3-3 Cancellation by the Company or the Session Provider
If a session is cancelled or does not take place, the User is offered rescheduling or credit for the full value. If neither is accepted, the amount is refunded in cash.
4-1 The issue must be reported through the in-app report function during the session, or at the latest within the period set out in the Schedule after it ends. A complaint raised later is not examined unless supported by the Company’s technical records.
4-2 The matter is determined by the connection and streaming records available to the Company. If the failure is attributable to the Company or the session provider, it is remedied under Section 5. If it is attributable to the User, nothing is due.
4-3 If the session took place and the proportion set out in the Schedule was completed, the service is treated as delivered and no refund is due. Below that, the remedy is proportionate to the affected part.
5-1 If a service is defective or deficient, the Company provides one of the following remedies in this order: re-performing the service at no charge, then compensating for the deficiency, then refunding the price. The next remedy applies only where the preceding one is not possible or is unsuited to the circumstances.
5-2 A detail that does not affect the substance of the service or its published purpose is not a defect.
5-3 Where the service was not delivered at all, a cash refund is the only remedy.
5-4 In the event of a dispute, the Company will implement the decision of the Consumer Protection Agency.
6-1 The User may withdraw from their first paid subscription within fourteen days of its start and recover the full amount, provided none of the subscription benefits has been used. Use means attending a paid session, downloading or beginning to play exclusive content, or exceeding the ChefLens limit set out in the Schedule.
6-2 After that period, or upon use of any benefit within it, no refund of the current period is due. The User may stop renewal at any time and continue to use the service until the end of the paid period.
6-3 A reminder is sent before the automatic renewal date. If the User requests cancellation within the grace period set out in the Schedule after renewal is processed, and has not used the service during it, the renewal amount is refunded.
6-4 No amounts are charged during the trial period. It converts automatically into a paid subscription unless cancelled beforehand, and is available once per User.
7-1 Before accessing the content: the User may withdraw and recover the full amount within fourteen days of purchase, provided the content has not been downloaded or played.
7-2 Once access begins: the right of withdrawal lapses, on the basis of the statutory grounds of forfeiture relating to full benefit from the service and to software, recorded works, and the like. The User expressly acknowledges this before purchase.
7-3 If the content is defective or does not match its published description, it is remedied under Section 5 even if access has begun.
The following are approved automatically without documentation, being established by the system records themselves:
Other than these cases, no request is examined unless the requirements of Section 9 are met.
9-1 Requests are submitted through the in-app support section within the periods set out in this Policy, stating the transaction number and date, identifying the incident precisely, and attaching supporting documents, screenshots, or the in-app report reference.
9-2 An incomplete request is not treated as submitted and no decision period begins. The Company may request an additional document proportionate to the nature and value of the incident, and the period is suspended until it is provided.
9-3 For unauthorised transactions, the User notifies the Company as soon as reasonably practicable after discovery. The Company may request supporting documents, suspend the disputed transaction, and cooperate with the payment provider to verify it.
9-4 A decision to approve or reject is issued within the period set out in the Schedule, running from the date the request is complete. A rejection is given in writing with reasons.
9-5 On approval, the refund instruction is issued to the original payment method within the period required by law and in any event within seven days. The time taken by the bank or payment provider to reflect the amount is outside the Company’s control. The Company bears the cost of executing the refund.
A request is rejected in the following cases, without prejudice to any mandatory statutory right:
11-1 Balances and Codes
Credit granted free of charge is not refundable in cash or transferable and carries a disclosed validity period. Credit arising from the refund of a paid transaction remains refundable in cash before it is used.
11-2 Account Suspension
Suspension stops access to the services, and the unused portion of the paid period is refunded pro rata. By way of exception, where suspension results from fraudulent use of payment methods or of the refund mechanism, the amounts under review may be held until the review is complete. Balances granted free of charge lapse.
11-3 Taxes and Currency
Displayed prices are inclusive of all taxes imposed by law, and a refund includes the tax collected. Refunds are made in the original currency and through the original payment method, and the User bears no exchange difference on amounts paid in Egyptian pounds.
11-4 Free Services
Free services give rise to no right to a cash refund, as no payment was made, without prejudice to any remedy provided by law.
11-5 Chargebacks
If the User raises a dispute with their bank or payment provider, the Company suspends its internal review of the same transaction to avoid a double refund and deals directly with the provider.
11-6 Appeals and Complaints
A rejection may be appealed within the period set out in the Schedule and is reviewed by an officer not involved in the original decision. At no stage does this restrict the User’s right to complain to the Egyptian Consumer Protection Agency (19588) or to refer the matter to the competent judicial authorities.
11-7 Amendments
This Policy and its Schedule may be amended by in-app notice, notice to the registered email address, and publication of the updated version. Amendments have no retroactive effect, and a transaction remains governed by the version in force when it was completed.
11-8 Governing Law
This Policy is governed by the laws of the Arab Republic of Egypt. The Economic Courts have jurisdiction over civil and commercial disputes arising from the application of the Consumer Protection Law, without prejudice to the jurisdiction of the Consumer Protection Agency.
Schedule: Time Limits and Thresholds
This Schedule forms part of the Policy and may be updated on seven days’ prior notice, without retroactive effect on existing transactions.
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