This Refund & Cancellation Policy ("Policy") governs all booking cancellations, modifications, and refund requests made through the Trastain platform (www.trastain.com and mobile applications). This Policy applies to all users, including Guests and Hosts. Important: Under Egypt's Consumer Protection Law No. 181 of 2018 and its Executive Regulations (Decree No. 822 of 2019), the 14-day right of withdrawal for remote/e-commerce contracts does NOT apply to accommodation bookings. Therefore, cancellations and refunds are governed by this Policy and the specific cancellation policy selected by each Host for their property. All refunds are processed in Egyptian Pounds (EGP) through our payment partner Paymob or other licensed payment providers.

• "Guest" - Any person who books accommodation through the Trastain platform. • "Host" - Any person who lists their property for short-term rental on the Trastain platform. • "Booking" - A confirmed reservation for accommodation made through Trastain. • "Check-in Date" - The first day of the Guest's scheduled stay at the property. • "Accommodation Fee" - The nightly rate multiplied by the number of nights, excluding service fees. • "Service Fee" - The fee charged by Trastain for platform services (5-8% for Guests, 3% for Hosts). • "Total Amount" - Accommodation Fee + Service Fee + any applicable taxes or additional charges.

Hosts on Trastain can choose from three cancellation policy types for their properties. The applicable policy is clearly displayed on each property listing before you book. 2.1 Flexible Cancellation Policy Best for: Guests who need maximum flexibility and may have changing travel plans. Cancellation Timing / Refund Amount: • 24+ hours before check-in: 100% of Accommodation Fee • Less than 24 hours before check-in: First night non-refundable; remaining nights refunded • After check-in (early departure): 100% refund for unused nights • No-show: No refund 2.2 Moderate Cancellation Policy Best for: Balanced protection for both Guests and Hosts. Most popular choice. • 5+ days before check-in: 100% of Accommodation Fee • Less than 5 days before check-in: 50% of Accommodation Fee • After check-in (early departure): 50% refund for unused nights • No-show: No refund 2.3 Firm Cancellation Policy Best for: Premium properties, peak seasons, and special events. Provides Hosts with stronger protection. • 30+ days before check-in: 100% of Accommodation Fee • 14-30 days before check-in: 50% of Accommodation Fee • Less than 14 days before check-in: No refund • After check-in / No-show: No refund

Guest Service Fee (5-8%): • Fully refundable if you cancel within 48 hours of booking AND at least 14 days before check-in • Non-refundable for cancellations made less than 14 days before check-in • Fully refundable if the Host cancels your booking Host Service Fee (3%): • The Host service fee is deducted from the payout. If a booking is cancelled, no service fee is charged to the Host.

Regardless of the Host's cancellation policy, Guests are entitled to a full refund (including service fees) if: 1. The cancellation is made within 48 hours of booking confirmation, AND 2. The check-in date is at least 14 days away. This grace period allows Guests to review their booking details and make changes without penalty.

For reservations of 28 nights or longer, special cancellation terms apply: • 30+ days before check-in: 100% refund (minus first month's payment) • Less than 30 days before check-in: First 30 nights non-refundable • During stay (early departure): 30 days' notice required; refund for nights beyond notice period

If a Host cancels a confirmed booking: Guest Entitlements: • 100% refund of Accommodation Fee • 100% refund of Trastain Service Fee • Trastain will assist in finding alternative accommodation • If alternative accommodation is more expensive, Trastain may provide rebooking credit Host Penalties: • Cancellation fee of EGP 500 or 10% of booking value (whichever is higher) • Automated review noting the cancellation on Host's profile • Calendar blocked for the cancelled dates • Repeated cancellations may result in listing suspension or removal

In certain extraordinary situations, Trastain may override the standard cancellation policy and provide a full refund. Qualifying circumstances include: • Death of the Guest, Host, or immediate family member (spouse, children, parents, siblings) • Serious illness or injury requiring hospitalization (documented by medical certificate) • Government-issued travel restrictions or mandatory quarantine • Natural disasters (earthquakes, floods, severe storms) affecting the property or travel route • Acts of war, civil unrest, or terrorism in the destination area • Property becoming uninhabitable (fire, major damage, utility failures) Documentation Requirements: All extenuating circumstance claims must be submitted within 14 days of the event and supported by appropriate documentation (death certificates, medical records, government notices, etc.).

Step 1: Log in to your Trastain account Access the Trastain website or mobile app and navigate to "My Trips" or "My Bookings". Step 2: Select the booking Choose the reservation you wish to cancel and click "Manage Booking" > "Cancel Reservation". Step 3: Review refund amount The system will display the estimated refund amount based on the property's cancellation policy and timing. Step 4: Confirm cancellation Provide a reason for cancellation (optional) and confirm. You will receive a confirmation email. Step 5: Refund processing Refunds are processed within 5-10 business days to the original payment method.

Payment Method / Processing Time / Notes: • Credit/Debit Card: 5-10 business days - Refund to original card • Mobile Wallet: 1-3 business days - Same wallet account • Fawry: 7-14 business days - Bank transfer required • Bank Transfer: 5-7 business days - Same bank account • Trastain Wallet Credit: Instant - Available for future bookings Note: All refunds are processed in Egyptian Pounds (EGP). There are no currency conversion fees on Trastain.

Changing Dates: • Subject to Host approval and availability • Price difference will be charged or refunded • Free modifications if made 7+ days before check-in (Flexible policy only) Changing Number of Guests: • Must comply with property's maximum occupancy • Additional guest fees may apply • Host must approve significant changes Shortening Stay: • Treated as a partial cancellation • The cancellation policy applies to removed nights

Property Not as Described: If the property significantly differs from the listing description (missing amenities, cleanliness issues, safety concerns), you may be eligible for a partial or full refund: 1. Document the issue with photos/videos within 24 hours of check-in 2. Contact the Host to attempt resolution 3. If unresolved, contact Trastain Support within 72 hours 4. Trastain will review evidence and make a determination Host Damage Claims: • Hosts must report damage within 14 days of checkout • Documentation (photos, receipts, repair estimates) required • Guests will be notified and given opportunity to respond • Trastain mediates disputed claims

Trastain strongly discourages filing chargebacks with your bank or credit card company for disputes that can be resolved through our platform. If you initiate a chargeback: • Your Trastain account may be suspended pending investigation • You forfeit eligibility for Trastain's dispute resolution process • Fraudulent chargebacks may result in permanent account ban and legal action Please contact Trastain Support first to resolve any payment issues.

The following are generally non-refundable: • Cleaning fees (unless Host cancels or property is uninhabitable) • Security deposits (refundable after checkout if no damage) • Extra guest fees for guests who stayed • Experiences or add-ons consumed (e.g., airport pickup, tours) • Bookings marked as "Non-Refundable" at time of booking (discounted rate)

• Standard payout: 24 hours after Guest check-in • New Hosts (first 3 bookings): 24 hours after checkout • Long-term stays (28+ nights): Monthly installments Payouts are held or reversed if a refund is required due to Host cancellation, property issues, or extenuating circumstances.

Under Egypt's Consumer Protection Law No. 181 of 2018: • You have the right to accurate information about the property and booking terms • You have the right to a clear invoice/receipt for all transactions • You have the right to file a complaint with the Consumer Protection Agency (CPA) • Accommodation bookings are exempt from the 14-day e-commerce withdrawal period To file a complaint with the CPA, visit: www.cpa.gov.eg or call the hotline: 19588

For all refund requests, cancellations, or disputes, please contact: Trastain Customer Support Email: support@trastain.com Phone: +20 10 2984 0024 In-App: Help Center > Contact Support Website: www.trastain.com/help Response Times: • Email: Within 24 hours • AI Co-Host (Chat): Instant 24/7 • Urgent issues: Priority response within 4 hours

Trastain reserves the right to modify this Policy at any time. Material changes will be communicated via: • Email notification to registered users • Prominent notice on the Trastain website and app • At least 30 days before changes take effect Changes do not apply retroactively to existing confirmed bookings.

This Policy is governed by and construed in accordance with the laws of the Arab Republic of Egypt. Any disputes arising from this Policy shall be resolved by the competent courts in Cairo, Egypt.