Refund Policy for Nepserve

Effective Date: 20 May 2026
Last Updated: 20 May 2026

This Refund Policy explains the conditions under which refunds may be requested and processed for services booked through Nepserve ("Nepserve", "we", "our", or "us"). By using the Nepserve platform, you agree to this Refund Policy.

1. General Refund Policy

Nepserve is a platform that connects customers with independent service providers for maintenance and repair, beauty and health, cleaning, appliance repair, digital services, and other related services.

Refund eligibility depends on the nature of the service, booking status, cancellation timing, and the circumstances of each case.

All refund requests are subject to review and approval by Nepserve.

2. Eligible Refund Situations

You may be eligible for a full or partial refund if:

Service Provider Does Not Arrive

• The assigned service provider fails to arrive at the scheduled location and time.
• No replacement provider can be arranged within a reasonable period.

Service Not Delivered

• Payment was made but the booked service was not provided.

Duplicate Payment

• You were charged more than once for the same booking due to a technical or payment processing error.

Incorrect Charge

• You were charged an amount significantly different from the amount displayed during booking due to a system error.

Booking Cancelled by Nepserve

• Nepserve cancels a booking and an alternative service provider cannot be arranged.

3. Non-Refundable Situations

Refunds may not be granted in the following situations:

• Service has been successfully completed.
• Dissatisfaction based solely on personal preference when the service was delivered as described.
• Customer was unavailable at the scheduled appointment time.
• Incorrect address or contact information was provided by the customer.
• Cancellation after the service provider has arrived at the location.
• Violations of Nepserve Terms and Conditions.
• Promotional, coupon, referral, or bonus credits that have expired or been used.

4. Customer Cancellation Refunds

Before Service Provider Assignment

Customers may receive a full refund if a booking is cancelled before a service provider is assigned.

After Service Provider Assignment

A cancellation fee may apply depending on:

• Time elapsed after booking
• Service type
• Preparation costs incurred by the service provider

After Service Provider Arrival

No refund may be issued if the service provider has already arrived at the service location.

5. Partial Refunds

Partial refunds may be issued when:

• Only part of the booked service was completed.
• Certain services included in the booking could not be delivered.
• Service quality concerns are verified through investigation.

Refund amounts will be determined at Nepserve's reasonable discretion.

6. Refund Request Process

To request a refund, customers should contact Nepserve Support and provide:

• Booking ID
• Registered phone number or email address
• Description of the issue
• Supporting evidence, if available (photos, screenshots, receipts, etc.)

Refund requests should be submitted within 7 days of the service date.

7. Refund Processing Time

Once approved:

• Refunds will generally be processed within 7–14 business days.
• Processing time may vary depending on the payment provider, bank, mobile wallet, or financial institution.

Nepserve is not responsible for delays caused by third-party payment providers.

8. Promotional Credits, Coupons and Referral Rewards

• Coupons, promotional credits, discounts, and referral rewards have no cash value unless expressly stated otherwise.
• Such benefits are generally non-refundable and non-transferable.
• Nepserve reserves the right to revoke promotional benefits obtained through fraud, abuse, or misuse.

9. Investigation and Fraud Prevention

Nepserve reserves the right to:

• Investigate refund requests.
• Request additional information or evidence.
• Deny requests that are fraudulent, misleading, abusive, or unsupported.

Repeated abuse of the refund process may result in account suspension or termination.

10. Changes to This Refund Policy

Nepserve may update this Refund Policy from time to time.

Any changes will become effective upon publication on the application or website unless otherwise stated.

Continued use of Nepserve after changes are posted constitutes acceptance of the updated Refund Policy.

11. Contact Us

For refund requests or questions regarding this Refund Policy, please contact:

Nepserve Support
Email: support@nepserve.com.np