Refund & Cancellation Policy

This policy explains when money comes back, how long it takes, and what to send us so it can. It covers what you pay us. It is written alongside the rights you have under the Consumer Protection Act, 2075 (2018), which nothing here reduces.

1. Payments that failed or went wrong

Refunded in full, no reason needed: a duplicate charge, a wrong amount, or money that left your account for a service that was never activated. Where our records and the payment provider's disagree, the provider's record decides and we correct our side.

Tell us within 30 days of the payment, with the details in section 5. If a provider reports a payment as failed but your wallet or bank was debited, that is usually reversed by the provider itself — tell us anyway and we will chase it with them.

2. Subscriptions

Nothing renews automatically — every payment is one you make yourself — so a subscription cannot charge you by surprise. To stop it, simply do not pay the renewal, or tell us to cancel.

• New subscription: if you tell us within 7 days of your first payment that the product is not right for you, we refund it in full. Individual products may offer a longer window; none offers a shorter one.
• After that period: the paid term runs to its end and is not refunded part-way. You keep access until the term expires.
• If we fail: where a hosted product misses the commitments in our Service Level Agreement, the remedy is the service credit described there.
• If we withdraw a product: we refund the unused part of the term, counted in whole days.

3. Project work

Project work is quoted and invoiced against a written proposal, usually in stages.

• The advance confirms the booking and covers work that begins immediately. It is not refundable once work has started.
• A stage already delivered and accepted is not refundable.
• If you cancel mid-stage, we invoice the work done up to that point and refund the balance held.
• If we cannot deliver, we refund everything paid for work not yet delivered.

Amounts paid to third parties on your behalf — domains, licences, hosting, advertising — cannot be refunded once bought, because we cannot recover them either. Those remain yours.

4. Payments your customers make to you

Some of our products let your own customers pay you directly, using your own merchant credentials. That money never reaches us, so we cannot refund it.

If one of your customers wants their money back, you refund them from the account that received it, under your own refund terms. We can show you the transaction record to help you find it. What we can refund is the fee you pay us for the product itself, under the sections above.

5. What is not refunded

• Setup and one-time onboarding fees, once the work is done. Within the 7-day window in section 2 they are refunded along with the subscription.
• Work delivered and accepted.
• Government taxes already paid on your behalf, where the authority does not refund them to us.
• Amounts more than 6 months old, unless the law requires otherwise.

6. How to ask for a refund

Email billing@softmato.com with:

1. the transaction reference from the payment (eSewa, Khalti, Fonepay, or the bank reference on a QR transfer);
2. the date and amount;
3. the invoice number, if you have it;
4. what went wrong.

We acknowledge within 2 working days and decide within 7 working days.

7. How the money comes back

Refunds go back the way they came — a wallet payment to the same wallet, a bank transfer to the account it came from. We cannot send a refund to a different account.

Once approved we release it within 7 working days. How long it then takes to appear is the provider's and the bank's to decide.

8. If you disagree with our decision

Write to us first — most disputes are a missing reference. If we cannot agree, you keep every right you have under the Consumer Protection Act, 2075, including complaint to the relevant authority, and you may raise a dispute with your payment provider or bank directly.

Softmato Technology Private Limited Kathmandu, Nepal Email: info@softmato.com