Complaints

What this page covers

This page explains how to complain about a vendor, a seller or another user, about content on Zaghrouta, about a decision we made, or about Zaghrouta itself. It is part of the terms of use, the vendor terms and the content rules.

Report it in the app first

• On a vendor's page, a profile, a pre-loved listing or a message, tap Report, pick a reason and add a note if you like. You need to be signed in.
• Every report is checked at once. A clear breach comes down without waiting, and anything reported by 5 different people is hidden until it is checked again.
• You can also block the person, so they can't contact you through Zaghrouta.
• The person you reported isn't told who reported them.

Write to us

• E-mail [email protected]. In the app, Me → «المساعدة والدعم» (Help & support) opens an e-mail with the app version and your account id already written, so we can find your account.
• Tell us what happened and when, with the link to the vendor's page, the listing or the conversation, and screenshots if you have them.
• We will never ask for your sign-in code, your password or your card details. Don't send them to anyone.

What happens next

• We confirm that we received your complaint within [👤 2 working days].
• We aim to answer within [👤 14 days], and we tell you if we need longer or need more from you.
• We tell you what we did: for example, content taken down, a business page suspended, or an account closed.

Problems with a vendor or a payment

• A booking and its payment are between you and the vendor, the shop or the seller. Zaghrouta is not a party to the payment and can't refund money you paid anyone.
• What we can do: check the vendor's page against our rules, take content down, suspend the business, and keep the record.
• Keep your written agreement, the receipts and your conversation with the vendor. They help us, and any authority you go to.
• For a gift order, contact the shop first: you sent the order to the shop and paid it directly, and the shop delivers.
• You can complain to the Consumer Protection Agency (جهاز حماية المستهلك) on its hotline 19588, or through its app «حماية المستهلك». Disputes can also go to the competent Egyptian courts.

A decision we made

• If we took down something you posted or limited your business page, the app tells you why.
• Tap «اعترضوا على القرار» (Appeal this decision) and say why. You get one appeal per decision, and it is checked again, usually within minutes.
• If you still think the decision is wrong, write to [email protected] with the link to the item, and our team looks at it.

Your data and privacy

• For your data, write to [email protected] from the e-mail address of your account. We answer within the time the law sets, free of charge.
• If you're a guest and a couple added you to their guest list, ask the couple, or write to us and we will help.
• If you're not happy with our answer, you can complain to the Personal Data Protection Center (مركز حماية البيانات الشخصية). The privacy policy explains your rights.

For vendors

• To complain about a review, a couple, a competitor copying your photos or content that breaks the rules, report it in the app.
• We never remove a review because a vendor asks. A review that breaks the content rules is reported and checked like anything else.
• For a decision about your business, use your one appeal, then write to [email protected] with your business's link.

When someone is in danger

If someone threatens you, or you or someone else is in danger, call the police on 122 first. Then report the person or the message in the app, so we can act on our side.

Changes and contact

When we change this page, we update the date and version at the top. It is available in Arabic and English; if they differ, the Arabic text prevails. Complaints and help: [email protected]. Privacy: [email protected].