1. Scope
This policy applies to orders and bookings made through Dear Day, including gifts, cakes and sweets, venues and experiences, occasion-planning services, and other products or services available on the platform.
Dear Day sets the general framework within which cancellation and refund policies operate. A partner may propose a general policy for its services or a specific exception for a particular product or service, provided that it is submitted through Dear Day’s approved process and reviewed before it becomes effective.
2. Policy Applied to Each Item
The effective policy is determined in the following order: an approved product or service-specific policy, if one exists; then the approved partner policy; then Dear Day’s general policy where no more specific policy applies. If the general policy does not define an automatic refund percentage for a particular case, the cancellation request is reviewed manually.
A single order may contain multiple items from multiple partners, so each item may have a different cancellation window and refund percentage. Cancellation and refund eligibility is therefore assessed at the item level, or for the affected part of the order, and not necessarily against the total order as a whole.
3. Customer Cancellation Requests
A customer may request cancellation of an order or an individual item through the support options available in Dear Day. Where the applicable policy uses time-based tiers, the refund percentage is calculated according to the time remaining before the occasion or the stage of fulfilment, as shown for that item.
Before a refund is completed, Dear Day shows the outcome of the request and the expected or approved refund amount for each affected item. Cases that are not covered by a clear automatic rule may require manual review.
4. Custom Products & Services
Some products and services are prepared specifically for the customer, such as custom cakes, engraved or printed gifts, and decoration or arrangements designed for a particular occasion. These orders may become wholly or partially non-cancellable or non-refundable after preparation begins or the service provider incurs related costs, where this is stated in the policy shown and applied to the item and where permitted by law.
5. Cancellation or Failure to Fulfil by a Service Provider
If a service provider is unable to fulfil a confirmed item, Dear Day will contact the customer regarding the affected part. The default approach is to refund the amount paid for the part that will not be fulfilled unless the customer agrees to a suitable alternative or another arrangement, subject to the circumstances and any rights or obligations imposed by applicable law.
6. Refund Processing
Where a customer is entitled to a refund, it will be processed using the appropriate method based on the original payment method and the payment provider’s procedures. Additional time may be required before the refund appears in the customer’s account due to the bank’s or payment provider’s processing time, which may be outside Dear Day’s direct control.
Until direct payment-provider integration is enabled for every refund case, the refund status inside Dear Day may remain pending or processing until the financial transaction is confirmed as completed.
7. Fees & Actual Costs
A refund amount may be affected by costs already incurred for a custom order, reserved resource, or venue only where that treatment is consistent with the policy applicable to the item, has been appropriately disclosed to the customer, and complies with applicable law. Dear Day will not impose undisclosed deductions or fees contrary to the agreed terms.
8. Order Issues & Disputes
If a refund request arises because of a problem with a product or service, non-fulfilment, or a material difference from the description, the customer may contact Dear Day Support. These cases may be reviewed separately from ordinary voluntary-cancellation rules and will be assessed based on the facts of the case and the relevant legal rights.
9. Consumer Legal Rights
This policy is not intended to exclude or reduce any mandatory consumer right under the laws and regulations applicable in the Arab Republic of Egypt. If a contractual term conflicts with a legal right that cannot lawfully be waived, applicable law will prevail.
10. Contact Us About a Cancellation or Refund
To request a cancellation or refund, or to follow up on an existing request, please contact Dear Day through our Contact Us page. Include your order number, if available, and any details that may help us review your request.