Privacy, booking & refunds

Scope and your rights

This policy covers Legend Kennel training, boarding, daycare and grooming bookings, including deposits and full payments made by any available payment method. Egyptian Consumer Protection Law No. 181 of 2018, its executive regulations and applicable amendments prevail. Nothing limits mandatory rights, remedies or compensation, or a more favourable applicable term.

Cancel before the service starts: full refund

Cancel before the service is provided for a full refund of everything paid, including the deposit, without cancellation, administration or payment processing deductions. This is Legend's commercial benefit, not a claim that the law gives every service the same cancellation period. We use the time you send your request through the channels below, not the time our team reviews it. The start time is stated in your booking confirmation. A refund is not refused solely because the scheduled time has passed if the service has not actually started.

If Legend cancels or cannot provide the service

We refund payments for the part we cannot provide. If the service has not started, we refund the full amount. An alternative date or credit is your choice, never a mandatory substitute for money. There is no cancellation fee when we cancel.

After starting or leaving early

For an interrupted stay or programme, we provide a written breakdown of services actually delivered at the agreed price and refund the prepaid balance for services not delivered. Starting does not waive rights concerning a defective or incomplete service. Contact us about a service that does not match the agreement so it can be remedied, provided again or refunded as required by the circumstances and law, preserving complaint and compensation rights.

Duplicate payments or charges without a booking

Send the transaction reference for duplicate charges or a charge without a valid booking. We reconcile it with the payment provider and return amounts collected incorrectly. An expired unpaid booking has no payment to refund. A delayed payment notification does not remove your rights; we check the collection record.

Refund method and timing

Refunds use the original payment method unless you agree otherwise. Card refunds return to the original payment instrument. For cash or transfers, we agree a secure, documented method with you. We initiate an eligible refund promptly and complete the steps within our control within 7 calendar days of receiving the request, or sooner where legally required. This is our operational commitment and does not replace a different statutory deadline. We supply the refund receipt and reference. Bank or payment-provider posting times may affect when it appears on your statement; we help trace delays. We do not deduct fees from a refund that is due.

How to request a refund

Use your booking details in your account where available, WhatsApp 01111221050, or email legend.kennel1050@gmail.com. Include the booking reference, booking holder's name, payment method, amount and transaction reference if available. A reason is optional for cancellation before the start. Keep proof of sending; an account is not the only way to submit a request. Never send passwords, verification codes or a full card number. Cancellation records the request; returning money is a separate step after payment verification and processing.

Complaints and effective date

Contact us if you dispute a settlement or a refund is delayed. You may contact the Consumer Protection Agency or competent authorities directly without waiting for our review. Keep the booking confirmation, payment receipt and correspondence. This version applies to new bookings from 5 November 2026 and does not reduce better previously agreed terms or statutory rights for earlier bookings.

Legal references & consumer complaints

Consumer Protection Law No. 181 of 2018 · Executive Regulations No. 822 of 2019 · Consumer Protection Agency complaints

Agency hotline: 19588 from a landline. Refund requests are free and do not restrict access to competent authorities.