Frequently asked questions

01How do I get a family member account?

Visit the endowment office with your national ID to receive a username and initial password. After signing in, change the password and complete your profile; services unlock once it is approved.

02What is the lodging cancellation policy?

Cancelling a week or more before check-in withholds 20%; the closer to check-in, the higher the fee, and within 48 hours the full amount is withheld. The exact table is shown on every booking.

03How many nights can I book?

By default up to 4 nights per booking, as set by the endowment office.

04What is GanjPay?

Instalment purchases at partner stores, without a guarantor, based on your good-standing score. Available from the Silver tier.

05How do I arrange a memorial or anniversary ceremony?

In "Ceremony halls" choose the day and session (morning, afternoon or evening), add catering and extras such as tea and dates, halva, flowers and a sound system, and pay to confirm. Mausoleum and burial matters are handled in person at the office.

06How can I verify a membership card or booking?

Scan the QR code on the document or enter its code on the “Verify documents” page; the name, document type and date are shown.

07What are the office hours?

The office is open Saturday to Wednesday, 8:00–14:00; the portal's online services are always available.

08What are the lodging check-in and check-out times?

Check-in is from 14:00 and check-out by 12:00 the next day. For early arrival or late departure, arrange it with the office before your trip.

09Can non-members book the lodging?

Yes. Days open to the public can be booked at the public rate. Approved family members get a special rate and some days are reserved for members only.

10How do I pay for a booking?

After booking you are taken to the payment page: pay online through the bank gateway, or transfer by card and upload the receipt. Unpaid bookings are released after the hold period.

11How do I hire a hall for a memorial service?

On the ceremony halls page pick the hall and day, choose the time slots (morning, afternoon or evening) and extras, then book and pay.

12How are club points calculated?

You earn points for every set amount spent at partner stores; higher tiers earn more. Points can be exchanged for club rewards.

13What happens if I pay a GanjPay instalment late?

Each late day lowers your good-standing score and long delays carry a score penalty, which can reduce your tier and credit limit. A reminder SMS is sent before the due date.

14I forgot my password — what should I do?

On the sign-in page choose “Forgot password” and enter your mobile to receive a recovery code by SMS. If no mobile is on file, visit the office with your national ID.

15When will my family membership card be ready?

After your profile is approved and you request the card, the printing stages appear in your panel; it is usually ready within 10 working days for pick-up or post.

16Can I pay for a plot in instalments?

Yes. When the office reviews your purchase request, it agrees a one-off or instalment plan with you and records the payments on the plot file.

17How can I follow up on my request?

Service requests are tracked under “My requests” in the panel and support tickets under “Tickets”. Guests can track with the code and mobile number in the help centre.