Cancellation and refund
If a business cancels or a worker withdraws or does not show: who gets what, and how money comes back.In effect since 22 October 2026, version 1.
- Version: 1.0
- Effective from: 22 October 2026
This policy is part of Hader's terms of use for workers and for businesses. The figures that apply to each shift are those shown in the app at payment and acceptance, and any later change does not touch a shift already paid.
The general rule
- The business pays for the shift in advance: the worker's pay, Hader's commission, and the urgent surcharge if any.
- If the shift does not happen, the business gets its money back, except for a late cancellation after a worker accepted, because the worker turned down other work for it and so gets compensation.
- Hader takes no commission and no share of the urgent surcharge on a shift that was cancelled or did not happen.
- Payment-provider and bank fees on a refund are paid by Hader, not by the business.
When the business cancels
When How The worker gets The business gets back Before any worker accepts in the app, at any time nothing everything After acceptance, more than 24 hours before the start in the app nothing everything Between 24 hours and two hours before the start in the app 25% of their pay all the rest, including the full commission Less than two hours before the start through support only; an admin cancels 50% of their pay all the rest, including the full commission - "Their pay" means everything they would have got, including their share of the urgent surcharge and any raise made before the cancellation.
- On a shift with several workers, each place is counted on its own: places nobody took come back in full.
- The app tells the business the figures before it confirms the cancellation.
- Example: a shift paying EGP 400, for which the business paid 440. It cancels 10 hours before the start, after a worker accepted: the worker gets 100, the business gets 340 back, and Hader gets nothing.
When the worker withdraws or does not come
- The worker withdrew before the start: the shift is posted again for another worker at no extra cost to the business. If nobody accepts it by its time, the business gets everything back.
- The worker did not come (nobody checked them in by one hour after the start, and no "I've arrived"): the business gets everything back, and the worker gets a strike.
- The worker says they arrived (tapped "I've arrived" near the place during the check-in window) and nobody checked them in: the money waits for the Hader team's decision: pay the worker, refund the business, or split.
- Hader guarantee: if the worker does not come or leaves the shift in the last two hours, the business gets that place's money back in full, and if it posts a replacement shift starting the same day that would have been urgent, it pays no urgent surcharge on it.
Other cases
Case The business gets back Nobody accepted the shift by its time everything The business did not pay within the window nothing was charged; the shift is cancelled Hader suspended the business's account every shift nobody accepted comes back in full A payment charged for a shift that was not posted (its time passed or the window ended) comes back in full An occurrence of a series whose charge failed and was not paid nothing charged; the occurrence is cancelled A paid raise on a shift later cancelled the raise is treated like the rest of the pay in the tables above Disagreements after the shift
- Either side may report a disagreement (hours, treatment, or something else) from check-in until 24 hours after the shift ends. The worker's pay waits for the decision.
- The Hader team decides: pay the worker in full, refund the business in full, or split. In a split, the commission is charged only on the part the worker gets, and the rest goes back to the business.
- The decision reaches both sides in the app with its figures; either side may object within 30 days, and a person on the team replies within 5 working days.
When and how a refund arrives
- A refund goes back to the same payment method, through the licensed payment provider.
- Hader orders the refund on the same day its cause happens, or on the next working day if the cause happens on an official holiday.
- It usually reaches your account in 3 to 14 working days, depending on the bank or wallet.
- The refund's status is shown on the shift in the app.
- If it has not arrived within 14 working days, contact support with the shift number, and we follow it up with the payment provider until it arrives.
If you are an individual organising a private occasion
If you are an individual booking a worker for a private occasion, not for a commercial activity, you also have all your rights under Consumer Protection Law No. 181 of 2018. You may cancel the shift and get everything back within 14 days of payment, as long as nobody has accepted it, or more than 24 hours remain before its start. If a worker has accepted it and less than 24 hours remain, the compensation in section 2 goes to the worker for the time they reserved, as the app tells you before you pay. You may also complain to the Consumer Protection Agency if you believe you did not get your right.
How the worker's compensation reaches them
The compensation is recorded for the worker at the cancellation in "My money", and becomes available to withdraw after the usual window (24 hours), with no deduction or fee.