Effective Date: 27 September 2026
El Dahan Tourism Projects Management Company (“the Company” or “El Dahan Restaurants”) is committed to providing products and services that comply with applicable quality and safety standards.
This Refund & Exchange Policy is issued in accordance with the provisions of Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations.
Nothing in this Policy shall limit, waive, or prejudice any right granted to consumers under applicable law. In the event of any conflict between any provision of this Policy and applicable law, the provisions of the law shall prevail.
This Policy applies to all orders placed through:
Dine-in services at El Dahan Restaurant branches and takeaway orders.
Delivery orders placed through the hotline 16194.
Online orders placed through eldahan.com and the El Dahan mobile application.
Special orders, events, catering services, and reservations.
Orders placed through third-party delivery platforms may also be subject to the relevant third party’s policies and procedures regarding refunds of payments processed through that platform.
El Dahan Restaurants’ products consist of fresh food prepared to order and are considered, under applicable law, perishable consumer goods.
Accordingly, the right to exchange or return goods without providing a reason under Article 17 of the Consumer Protection Law, and the right to withdraw from distance contracts under Article 40, do not apply to such products, pursuant to Article 17(2) and Article 41(2).
Customers nevertheless retain their full legal rights to replacement or refund in cases involving defects or non-conformity, as described below.
In accordance with Articles 21 and 25 of the Consumer Protection Law, customers may request an appropriate remedy in the following circumstances:
Incorrect order: The customer receives an item different from the one ordered, or the size, options, or add-ons differ from those specified in the order.
Incomplete order: An item or part of the order is missing despite having been paid for.
Quality or safety defect: The food is unfit for consumption, improperly cooked, contains a foreign object, or has an abnormal smell or taste indicating a defect.
Non-conformity with specifications: The item materially differs from the description, weight, or ingredients stated on the menu or in advertising materials.
Damage during delivery: The order arrives in an unacceptable condition, such as leakage, spillage, or damaged packaging, where the damage is attributable to the Company or the delivery process.
Where any of the above circumstances is established, the customer may choose the appropriate remedy from the following options, at no additional cost, including any applicable delivery charges:
Re-preparation of the affected item or replacement with an equivalent item.
Delivery of the missing item or part of the order.
Refund of the price of the defective or missing item, or a full refund of the order where the defect affects the order as a whole.
At a branch:
Please notify the restaurant manager or cashier as soon as the issue is identified, preferably before consuming the affected item, so that the matter can be addressed immediately.
Delivery and online orders:
Please contact us through the hotline 16194 or through customer service within the El Dahan application. Customers should provide the order number and, where possible, a photograph showing the issue. We recommend reporting the issue within two (2) hours of receiving the order.
Proof of purchase:
Please retain your receipt or order number. If no receipt was provided, the customer may establish proof of purchase by any legally acceptable means, in accordance with Article 11.
The reporting period stated above is provided as a guideline to facilitate verification due to the perishable nature of food products. It does not waive, restrict, or otherwise affect any statutory rights available to the customer.
Cash payments made at a branch or upon delivery: The approved refund will be returned in cash immediately.
Card or electronic wallet payments: The approved refund will be returned to the original payment method within no more than fifteen (15) business days from the date of refund approval. The time required for the refunded amount to appear in the customer’s account may vary depending on the relevant bank or payment service provider.
In-app credit: At the customer’s sole choice, the customer may elect to receive the refundable amount as credit in the El Dahan application instead of receiving a monetary refund.
Replacement or refund does not apply in the following circumstances:
The customer changes their mind or no longer wishes to receive the item after it has been prepared, provided that the item is correct, safe, and conforms to the order.
Items prepared according to special specifications requested by the customer, provided that the items conform to those specifications, pursuant to Article 17(4).
Errors in order information entered by the customer when placing an online order, where the customer was given the opportunity to review and confirm the order before submission, pursuant to Article 38.
Damage resulting from improper handling, preservation, or storage by the customer after receipt, pursuant to Article 17(3).
Management will review each case individually and may, at its discretion, offer an amicable solution in circumstances not otherwise covered by this Policy as part of its commitment to customer satisfaction.
When making a reservation or paying a deposit, the customer will receive a receipt specifying the items, quantities, price, and agreed delivery or service date, in accordance with Article 12.
The customer may cancel the order and receive a full refund of the deposit where cancellation is made at least forty-eight (48) hours before the agreed date.
For cancellations made after this period, [ــ%] of the deposit will be deducted to cover preparations already undertaken.
The customer is entitled to a full refund if the Company fails to meet the agreed delivery or service date or fails to provide the order in accordance with the agreed specifications.
All prices displayed on the menu, website, and mobile application are inclusive of applicable taxes and any other charges, in accordance with Article 7. Any applicable delivery fee will be clearly disclosed before the customer confirms the order.
An invoice in Arabic will be issued for each order and will include the Company’s details, tax registration number, order date, ordered items, and their respective prices, in accordance with Articles 5 and 10.
For any inquiries, refund requests, or complaints, please contact us through:
Hotline: 16194
Telephone: 0221250000
Website: eldahan.com
Email: info@eldahangrill.com
We aim to respond to complaints within forty-eight (48) hours.
Customers also retain the right to submit complaints directly to the Egyptian Consumer Protection Agency (CPA)through:
CPA Hotline: 19588
CPA Website: cpa.gov.eg
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