Legal

Refund & Cancellation Policy

Last updated: [EFFECTIVE DATE]

This policy explains when and how you can cancel a service request and obtain a refund on Enserve. It is provided in accordance with the Consumer Protection Act, 2075 (2018) and the Consumer Protection Rules, 2076 (2020) of Nepal. All amounts are in Nepalese Rupees (NPR).

In short: you can cancel and get a full refund before we forward your request to the issuing institution. After that, refunds depend on the institution’s own rules, and the Enserve platform fee may be non-refundable because the work is already done.

1. Two kinds of fee

Institution fee — the fee charged by the government body or institution that issues your document, licence, or approval. Enserve collects this on their behalf.
Platform fee — Enserve’s own service charge for processing and tracking your request, disclosed before you pay.

2. Cancelling a request

You can request a cancellation by emailing mail@enservehq.com from the address on your account, with your request ID. What you get back depends on where the request is in its lifecycle:

Before submission (Draft): nothing has been charged; simply discard the draft.
After payment but before we forward it to the institution: full refund of both the institution fee and the platform fee.
After the request is forwarded to the institution: the institution fee is refundable only if and to the extent the institution itself permits a refund; the platform fee is non-refundable because the processing work has been completed.
After the document / approval is delivered: the service is complete and fees are non-refundable, except where required by law.

3. When we owe you a full refund

You are entitled to a full refund (both fees) if:

We are unable to process your request due to a fault on our side, or
You were charged in error, or
A duplicate payment was recorded for the same request.

4. How refunds are paid

Payments on Enserve are currently recorded and settled offline (for example, by bank transfer or other agreed method). Approved refunds are returned by the same method to the account from which payment was made. We may ask you to confirm your bank / payment details to process the refund.

5. Timeline

We aim to review refund requests within [X] business days and to remit approved refunds within [Y] business days of approval. Where an institution fee is involved, the institution’s own timeline may apply.

6. How to request a refund

Email mail@enservehq.com from your account email with:

Your request ID (shown on the request detail page),
The reason for the refund, and
Your preferred refund method / account details.

7. Grievances

If your refund request is declined and you believe that is unfair, you may escalate to our Grievance Officer at mail@enservehq.com. If still unresolved, you may seek remedy under the Consumer Protection Act, 2075, through the relevant consumer authority in Nepal.

8. Contact

Questions about refunds? Email mail@enservehq.com or visit our Support page.