There are two different things you might want refunded, and they are handled in two different places. This policy explains which is which.

1. Cancelling a gift before it is redeemed

A gift you have sent can be cancelled at any time before the recipient redeems it. Contact support with the sender's number, the recipient's number and the approximate time of sending. We will cancel the gift and return the amount to the original payment method.

A gift can be cancelled at any point while it remains unredeemed and valid. This is also the route to take if you sent a gift to the wrong number, and there it is worth acting quickly: once a gift is redeemed it cannot be reversed.

2. Refunding the gift amount

Refunds of a gift amount are made through Hadi support. Partner shops cannot refund a gift balance, and asking them to will only cost you time. Contact us instead and we will deal with it directly.

We will refund the gift amount where:

• The gift has not been redeemed and the sender asks to cancel it.
• The gift was never delivered because of a fault on our side.
• You were charged twice, or charged an amount you did not authorise.
• A technical fault on our side prevented the gift from being redeemed.

Refunds are returned to the original payment method. We do not refund a gift balance in cash.

3. Items bought at a partner shop

Once a gift is redeemed, the purchase is a contract between the recipient and that shop. Hadi is not the seller of those goods.

Refunds, exchanges and cancellations for those items follow the policy of the shop the gift was redeemed at, including:

• Whether the item can be returned at all, and within how many days.
• What condition it must be in, and whether the receipt or packaging is needed.
• Whether you get a refund, an exchange or store credit.
• Who pays return shipping.
• How a faulty, damaged or incorrect item is dealt with.

Ask the shop for its returns terms before you buy, and raise any problem with the item directly with them first.

4. How to ask us for a refund

Email info@hadigifts.com or call +20 104 395 9513 and include:

• The phone number the gift was sent from and the number it was sent to.
• The date and approximate time it was sent, and the amount.
• What went wrong, and what you would like us to do.

5. How long it takes

We acknowledge refund requests within one business day and aim to decide within five business days. Once approved, the amount is returned to the original payment method. Your bank or card issuer then needs its own processing time (usually 7 to 14 business days), which is outside our control.

6. When we cannot refund

• A gift that has already been redeemed. At that point the value sits with the recipient, and any issue with what they bought is between them and the shop.
• A gift sent to a wrong number that the recipient has already redeemed.
• Requests where we cannot verify that you are the sender or the account holder.
• Gifts obtained fraudulently or in breach of our terms.

7. If a shop will not help

If a partner shop refuses to apply its own stated policy, or will not respond, contact us. We cannot override a shop's returns decision, but we will take it up with them on your behalf, and a shop that repeatedly fails its customers does not stay a Hadi partner.

8. Contact

Hadi · 4 Rashid Street, Heliopolis 11757, Cairo, Egypt · info@hadigifts.com · +20 104 395 9513

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