Customer Terms and Conditions

1. Who this agreement is between

This agreement is between you, the person using Warsha to book work, and Warsha, the operator of the Warsha application and platform.

It applies from the moment you accept it and for as long as you hold a Warsha account. If you do not accept it, you cannot book work through Warsha, but you can still read this document, contact us, and — if you already have an account — export your data or close your account.

A separate agreement, the Worker Terms and Conditions, governs anyone offering work through Warsha. If you hold both a customer and a worker account, both agreements apply to you, and each is accepted separately.

2. What Warsha is, and what it is not

Warsha is a marketplace. It introduces customers to independent tradespeople — plumbers, electricians, carpenters and other trades — and provides the tools to arrange, track, communicate about and pay for that work.

Warsha does not perform the work. The person who arrives at your home is an independent contractor running their own business. They are not employed by Warsha, not an agent of Warsha, and not supervised by Warsha while they work.

This distinction has consequences you should understand before you book, and they are set out in section 8.

3. Your account

You must be at least 18 years old to hold a Warsha account.

You are responsible for what happens through your account. Keep your sign-in details to yourself, and tell us promptly if you think somebody else has access to it.

The information you give us must be accurate. In particular, the address and map pin you confirm are what a worker will use to reach you; an inaccurate one wastes somebody's morning and may leave you liable for a wasted-visit charge under the Cancellation Policy.

One account per person. Creating additional accounts to evade a suspension, a rating, or a restriction is a breach of this agreement.

4. Booking work

When you request a booking you are making an offer to the worker you selected. A booking becomes binding when that worker accepts it, and not before. Until then either side can withdraw without consequence.

The price shown before you confirm is the price agreed for the scope described. Work outside that scope — a second fault found once the panel is open, a part the job turns out to need — is a change to the booking. A worker must tell you and you must agree before the extra work starts. You are not obliged to accept a change, and refusing one is not a cancellation of the original booking.

You are responsible for giving the worker safe and lawful access to the place the work happens, and for telling them anything about the site that affects how the work can be done safely.

5. Prices, payment and receipts

Prices are shown in Egyptian Pounds and include any Warsha service fee applicable to you, which is displayed before you confirm.

Warsha supports payment in cash directly to the worker and, where enabled for your account, payment by card through the application. Which methods are available is shown at the point of booking. Warsha does not accept payment outside the methods it displays, and a worker asking you to pay through another channel is acting against the Worker Terms — please report it.

Where a payment passes through Warsha, Warsha collects it as the worker's limited payment agent. Your payment obligation to the worker is discharged when Warsha receives the money, even if Warsha has not yet settled with the worker.

A record of every booking and payment is available in the application. If a figure looks wrong, raise it through support before it becomes a dispute; most are resolved the same way.

6. Cancellation and refunds

Cancellations are governed by the Cancellation Policy and refunds by the Refund Policy. Both are part of this agreement and are available in the application at all times.

In outline: you may cancel a booking free of charge until it is confirmed, and after that a charge may apply depending on how close to the appointment you cancel and whether the worker has already travelled. Any fee schedule that applies to you is displayed before you cancel — never afterwards.

If the work was not done, was not done properly, or was not what was agreed, you are entitled to a resolution. That is a right under this agreement, not a discretionary gesture, and section 7 explains how to claim it.

7. Problems, disputes and complaints

Raise a problem through the booking itself, as early as you can. Warsha will ask both sides for their account and any evidence, and will reach a decision.

Warsha's decision determines what Warsha does — whether it refunds, withholds, or releases a payment it holds, and what happens to either account. It does not determine your legal rights against the worker, and nothing in this agreement removes any right you have under Egyptian law.

You may appeal a decision under the Appeals Policy. An appeal is considered by someone other than the person who made the original decision.

8. What Warsha is responsible for, and what it is not

Warsha is responsible for operating the platform: for the bookings, payments and records it handles, for verifying workers to the standard set out in the Worker Verification Policy, for the security of the information you give it, and for acting on reports of harm.

Warsha is not responsible for the work itself. The quality, safety, timeliness and legality of what a tradesperson does is theirs. Warsha checks who they are before they can take work; it does not certify their competence, guarantee their workmanship, or supervise them on site.

Warsha does not exclude or limit its liability for death or personal injury caused by its own negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, Warsha is not liable for indirect or consequential loss, and its liability arising from a booking is limited to the value of that booking together with any amount recoverable under this agreement.

Nothing in this section affects your rights against the worker directly.

9. How you must behave

The Acceptable Use Policy and the Content Policy are part of this agreement and set out what is not allowed on Warsha. In short: no harassment, no discrimination, no threats, no fraud, no attempts to take a relationship off the platform to avoid its protections, and nothing unlawful.

Workers are people doing a job in your home. Treat them accordingly. Warsha will act on reports of abuse in either direction.

10. Your information

The Privacy Policy explains what Warsha collects, why, who it is shared with and what you can do about it. It is a separate document you accept separately.

Two points are worth stating here because they affect a booking directly. Your exact address and coordinates are private, and a worker sees the detail needed to reach you only at the point in a booking where they need it. And your messages with a worker are retained so that a dispute can be decided on evidence rather than on recollection.

11. Suspension and closing your account

You may close your account at any time from the privacy centre. Closing it does not cancel bookings that are already confirmed and does not extinguish money you owe or are owed.

Warsha may suspend or close an account that breaches this agreement, that presents a risk to someone's safety, or that Warsha is required to act on. Where it is possible to tell you the reason, Warsha will. Where a suspension follows a safety report, Warsha may act first and explain afterwards.

A suspension may be appealed under the Appeals Policy.

12. Changes to this agreement

Warsha may publish a new version of this agreement. Every version has a number, a publication date and an effective date, and every previous version stays available in the application.

A change that affects your rights, your obligations, what you pay, how your data is processed, how disputes are handled, or how an account can be suspended is a material change. Material changes require your acceptance before you can keep booking, and you will be shown a plain-language summary of what changed.

Corrections that do not change any of those things — a fixed typo, a clearer sentence, a renumbered clause — do not require you to accept again. They still appear in the Version History with the date they were made.

If you decline a material change, you keep access to your records, your export, your support cases and your ability to close your account. You will be told exactly which functionality stops working, before you decide.

13. Governing law

This agreement is governed by the laws of the Arab Republic of Egypt, and the Egyptian courts have jurisdiction over any dispute arising from it.

If any part of this agreement is found unenforceable, the rest continues to apply.

14. Languages

This agreement is published in English and Arabic. Both texts are complete and are intended to say the same thing.

Where they differ, the English text governs. Warsha records which language you read when you accepted, so that if a difference is ever found, it is known which text you actually saw.

15. Contacting us

Support requests go through the Help Centre in the application, which routes them to the team that can act on them.

The Legal Contact document lists the routes for legal notices, privacy requests, and security reports, and the response expectations for each.