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Refund policy

Last updated: 5 October 2026

This policy explains how refunds work for purchases on tashteeby.com — the website of Tashteeby, operated by OZ in Cairo, Egypt. It complements our Terms of Use.

At a glance

  • Paid in Egyptian pounds through Paymob? You can ask for a refund within 14 days of the payment.
  • Premium: full refund within 14 days — if images were already generated with that payment's credits, their value is deducted.
  • Image packs: the credits you haven't used are refunded within 14 days.
  • Duplicate charges, payments that never reached your account and errors on our side are always refunded in full.
  • Refunds go back to the card or mobile wallet you paid with, through Paymob — with no fees.
  • Premium in EGP is prepaid and never renews on its own, so you're never charged automatically.

1. What this policy covers

Payments made on tashteeby.com in Egyptian pounds through Paymob (Vodafone Cash, e& money, Orange Cash, WE Pay, bank wallets, and Meeza, Visa or Mastercard cards): Premium (1 month, 3 months or 1 year) and image packs. Current prices are on the pricing page. App Store, Google Play and US-dollar purchases are covered in section 8.

2. Premium paid in Egyptian pounds

Premium in EGP is prepaid time — 1 month, 3 months or 1 year — that starts when you pay, or when Premium time you already have ends.

  • Within 14 days of the payment date you can ask for a refund of that payment.
  • If you haven't generated any images with the image credits that came with that Premium payment, you get the full amount back.
  • If you have, the value of those images is deducted at the single-image price shown on the pricing page when you paid.
  • The refund cancels the Premium time bought with that payment, and its unused image credits.
  • After 14 days, Premium payments are not refundable (except in the cases in section 4), and you keep Premium until the end of the period you paid for.

3. Image packs

  • Within 14 days of the payment date you can get back the value of the credits from that pack you haven't used: (pack price ÷ images in the pack) × unused credits.
  • Credits already spent on generated images are not refundable in cash.
  • If an image fails for a technical reason, its credit returns to your balance automatically — no need to ask.
  • Credits never expire, so there's no rush to use them.

4. Always refunded in full

Even after the 14 days, we refund the full amount in these cases, as long as you tell us within 30 days of the payment:

  • You were charged twice for the same order.
  • The payment was taken but the Premium time or credits didn't reach your account, and we couldn't add them within 3 business days.
  • A technical problem on our side stopped you from using what you paid for and we couldn't fix it.

If you see a payment you didn't make, contact us and your bank or wallet provider straight away.

5. How to request a refund

E-mail support@tashteeby.com from the e-mail address of your Tashteeby account, with:

  • the payment date and amount;
  • the payment method (the last digits of the wallet number or the last 4 digits of the card);
  • the transaction or order number from your Paymob receipt, if you have it;
  • what you'd like refunded (Premium or an image pack) and, if you like, why.

You can also call us on 01148010271.

6. How and when you get your money back

  • We confirm we've received your request within 2 business days and reply with a decision within 5 business days.
  • Approved refunds are issued through Paymob to the same card or mobile wallet you paid with — we can't refund to a different account or in cash.
  • We don't charge any fee for refunds.
  • How long the money takes to appear depends on your bank or wallet provider: usually a few business days for mobile wallets and up to 14 business days for cards.
  • We e-mail you once the refund has been issued.

7. Cancellation

Premium paid in Egyptian pounds doesn't renew automatically and we never charge you unless you pay yourself, so there's nothing to cancel — it simply ends at the end of the paid period, and we e-mail you a reminder before it does. If you delete your account, any remaining Premium time and credits are lost, so ask for a refund first if you're still within the 14 days.

8. App Store, Google Play and US-dollar payments

  • In the apps (App Store or Google Play): refunds are handled by Apple or Google under their own policies — request them from your store account.
  • On the website in US dollars (Paddle): Paddle is the merchant of record; send your request to support@tashteeby.com or to Paddle, and Paddle's buyer terms apply. You can stop renewal at any time from your account page.

9. Contact us

Tashteeby — OZ · Cairo, Egypt · support@tashteeby.com · 01148010271 · Contact page

10. Changes to this policy

We may update this policy; the date at the top shows the latest version. A change never affects a payment made before it: that payment follows the version in force on the payment date.