Refund Policy

Hello Service Desk Pvt. Ltd. ("HSD") operates a virtual service marketplace connecting clients with certified professionals across Nepal. This Refund Policy outlines the conditions under which refunds are issued for bookings made on our platform.

We are committed to fair treatment of both clients and service providers. Refund decisions are made in good faith based on the circumstances of each case.

You are entitled to a full or partial refund in the following circumstances:

• Provider no-show: The booked provider failed to join the session at the scheduled time without prior notice.
• Technical failure by HSD: A verified technical issue on our platform prevented the session from taking place.
• Session cancelled by provider: The provider cancelled the booking less than 24 hours before the scheduled time.
• Duplicate payment: You were charged more than once for the same booking due to a payment gateway error.
• Booking not confirmed: Your payment was processed but the booking was never confirmed by the system.
• Significantly different service: The service delivered was materially different from what was described at the time of booking.

Refunds will not be issued in the following cases:

• Client failed to join the session at the scheduled time.
• Client cancels the booking less than 24 hours before the scheduled session.
• The session was completed and the service was delivered as described.
• Dissatisfaction with professional opinion or advice (not a technical failure).
• Internet or device issues on the client's side.
• Change of mind after the session has commenced.
• Refund request submitted more than 7 days after the session date.

Business days exclude Saturday, Sunday, and Nepal public holidays. Timelines begin from the date your refund request is approved.

1. Log in to your account at app.helloservicedesk.com
2. Go to Support and create a new ticket
3. Use subject: "Refund Request — Booking #XXXXX"
4. Describe the reason clearly and attach any supporting evidence
5. Our team will review and respond within 24–48 hours

• Khalti & eSewa: Refunds are processed directly back to the originating digital wallet.
• Bank Transfer: You must provide your bank account name, account number, and bank name. Refunds cannot be made to a different account than the one used for payment.

HSD does not store your payment credentials. All refunds are processed through the respective payment gateways.

• VAT (13%): Refunded in full if the session never occurred. Proportionally refunded for partial delivery.
• TDS (1.5%): Already remitted to IRD on behalf of providers — cannot be reversed or refunded.
• Platform commission: Non-refundable once a session is confirmed and delivered.

If you disagree with a refund decision, you may escalate by emailing info.helloservicedesk@gmail.com with subject "Refund Dispute — Ticket #XXXXX". A senior team member will review within 5 business days.

For unresolved disputes, the matter may be referred to Nepal's Consumer Protection Act 2075 authorities.