Refund Policy

This Refund Policy explains when and how you get your money back on Clicky Collect, operated by CLICKY LLC. It forms part of our Terms of Service.

1. The principle

Your money is held, not spent. When you place an order, the amount is held from your wallet and is only captured (charged) once the outlet accepts your order. If an order is never accepted or cannot be fulfilled, you are not charged — the held amount is returned to your wallet.

2. Automatic refunds

The following are refunded to your wallet automatically, with no action needed from you:

• Order rejected by the outlet — the full held amount is released back to your wallet.
• Order not accepted in time / outlet closed — if an order expires without acceptance, the held amount is released.
• Order cancelled before acceptance — the held amount is released in full.
• System error or duplicate charge — any amount taken in error is returned in full.

3. Order issues after pickup

If something is wrong with an accepted order — for example an item is missing, incorrect, or not of acceptable quality — contact us (or the outlet) as soon as possible, ideally within 24 hours of pickup. Genuine issues are reviewed case by case and, where upheld, refunded in full or in part to your wallet. Because orders are prepared fresh by independent outlets, we may ask for details or a photo to resolve a claim fairly.

4. Wallet top-ups

• Wallet top-ups add prepaid balance to your account and are generally non-refundable to the original card once credited, because the balance remains yours to spend on the Service.
• If a card is charged but the balance is not credited (a failed or interrupted top-up), the amount is either reversed by the payment gateway or credited to your wallet after reconciliation. You will not lose funds to a failed top-up.
• Where required by law, or in cases of account closure, you may request a refund of unused, previously topped-up balance to the original payment method, subject to identity verification and any applicable gateway limits.

5. How refunds are paid

Refunds are, by default, returned to your Clicky Collect wallet, where they are immediately available for your next order and visible in your transaction history. Where a refund to the original card is required or agreed, it is processed through the original payment gateway (Paymob or PayTabs) back to the card used.

6. Timing

• Wallet refunds are typically reflected in your balance immediately or within a few minutes.
• Card refunds, where applicable, are initiated by us promptly and usually appear on your statement within 5–14 business days, depending on your bank and the payment gateway.

7. How to request a refund

Most refunds are automatic. For anything else, email support@clickycollect.com with your registered phone number and the order number, and describe the issue. We aim to respond within 2 business days.

8. Contact

CLICKY LLC
41 Abd El Salam Aref, Alexandria, Egypt
Email: support@clickycollect.com
Phone: +20 120 487 7823