Terms and Conditions

Introduction

Terms and conditions apply when subscribing to or accessing the Al-Wanis platform, visiting our website, or downloading the application. By using our service, you consent to the collection, storage, and processing of your data in accordance with this policy.

Policy for underage users

  • Our services are not permitted for use by those under 18 years of age without parental consent.
  • The consent must be explicit and documented.
  • We are committed to protecting the privacy of minors and storing their data securely.
  • All content provided is suitable for the age group.
  • We are committed to reporting to the relevant authorities in the event of abuse or suicide risks.
  • We encourage parental involvement in therapy.
  • The terms must be agreed upon by the minor and their guardian.

Individual Session Cancellation and Refund Policy

  • The customer can cancel up to 4 times every 30 days.
  • Full refund if canceled 12 hours in advance.
  • 75% refund when canceling 6-12 hours in advance.
  • 50% refund when canceling 3-6 hours in advance.
  • Less than 3 hours: No refunds.
  • Reschedule once per session (up to 5 sessions per month) at least 6 hours in advance.
  • If the therapist does not arrive after 15 minutes, The customer is entitled to a full refund or rescheduling.

Couples therapy

  • The processor determines the additional fees if the spouse is present.
  • Some advertisements include sessions for couples together.
  • If one party is inside Egypt and the other is abroad, currency differences or additional fees will be charged.

Offers

  • Offers are valid for a limited time or until stocks last.
  • Eligibility is determined by the marketing team.
  • The offer may be withdrawn without prior notice.

Session duration and flexibility

  • Session duration on the Al-Wanis platform: 60 minutes.
  • Adherence to the start and end times is mandatory.
  • The session time may be reduced if the client is late.
  • The therapist may end the session early depending on the assessment.

Package Policy

  • Full refund before using the package and within the specified period (45/75/120 days depending on the package type).
  • If sessions are used, their original value will be deducted from the amount.
  • 12 hours before: The session is repeated for the package.
  • Less than 12 hours: The session is deducted.
  • In case of cancellation or absence of the processor: the session is reset to the package.

Al-Wanis Wallet

  • The balance is valid for one year.
  • The wallet is only valid in the country where the balance was added.
  • Transfers between wallets are possible.

Instant sessions

  • The duration of the immediate session is 60 minutes.
  • If the processor does not confirm within 15 minutes, the session is cancelled and the money is returned to the wallet.

Request to allocate a time period

  • The feature can be used up to 10 times per month.
  • The therapist will respond within 12-3 hours before the appointment.

Therapists

  • The specialists have the necessary qualifications.
  • They are not considered employees of the platform, but rather freelancers.
  • Reviews help improve the service.

Liability and Disclaimer

  • The platform is not intended for medical emergencies.
  • In cases of suicide or crisis, emergency services should be contacted immediately.
  • The platform is not responsible for internet or time zone issues but offers alternatives such as rescheduling.

intellectual property

  • All content (programs, images, texts…) is owned by the platform.
  • Copying or modifying without written permission is prohibited.

Governing law

  • The terms and conditions are subject to Egyptian law.
  • Egyptian courts are the competent authority for disputes.