Terms & Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "Client", "Provider") and HelloServiceDesk ("Company", "we", "us"), a platform operated from Kathmandu, Nepal, accessible at helloservicedesk.com.

By accessing or using our platform in any way — including browsing, registering, booking a service, or providing services — you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the platform.

HelloServiceDesk is a virtual service marketplace that connects clients with verified professional service providers in the following categories:

• Healthcare — medical consultations, health assessments, wellness advice
• Technology — IT support, software assistance, technical troubleshooting
• Finance & Taxation — financial planning, tax advice, accounting support
• Legal & Compliance — legal guidance, document review, compliance advice
• Mental Health — counselling, therapy sessions, wellness coaching
• Education & Tutoring — academic support, skill development, online coaching

To use most features of HelloServiceDesk, you must register for an account. When registering, you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password secure and not share it with others
• Be responsible for all activity that occurs under your account
• Notify us immediately at support@helloservicedesk.com if you suspect unauthorised access

You must be at least 18 years old to create an account. By registering, you confirm that you meet this requirement. We reserve the right to verify your identity and suspend or terminate accounts that provide false information.

Two-factor authentication (OTP) is required for all accounts and cannot be disabled. This is a security requirement to protect both you and other users of the platform.

As a client using HelloServiceDesk, you agree to:

• Use the platform only for lawful purposes and in accordance with these Terms
• Treat service providers with respect and professionalism during all interactions
• Attend booked sessions punctually or cancel with adequate notice
• Pay for services in full using the payment methods available on the platform
• Provide accurate information when booking a service so the provider can assist you effectively
• Not attempt to engage service providers for work outside the HelloServiceDesk platform to circumvent our fees
• Leave honest and fair reviews based on your genuine experience
• Not misuse the support ticket system or make false complaints

Service providers on HelloServiceDesk must complete our onboarding verification process, which includes identity verification and credential checks. As a provider, you agree to:

• Provide accurate information about your qualifications, experience, and services
• Only offer services within your area of verified expertise
• Deliver services professionally, punctually, and to a high standard
• Maintain up-to-date availability on the platform
• Not solicit clients to transact outside the HelloServiceDesk platform
• Comply with all applicable professional regulations and standards in your field
• Maintain confidentiality of client information shared during sessions
• Notify HelloServiceDesk immediately of any change to your professional qualifications or legal standing

HelloServiceDesk deducts a service fee from provider earnings. The applicable fee structure is disclosed during the onboarding process and may be updated with 30 days' notice.

6.1 Booking

Bookings are confirmed when payment is successfully processed. You will receive a confirmation email with your booking details and, where applicable, a video call link via Google Meet.

6.2 Payments

All payments are processed through Khalti or eSewa. Prices displayed on the platform are in Nepalese Rupees (NPR) and include all applicable fees. Bank transfer options may also be available for certain services.

Payment must be completed before a session begins. We do not offer credit or deferred payment arrangements.

6.3 Service fees

HelloServiceDesk charges a platform service fee on each transaction. This fee is included in the displayed price and is used to maintain the platform, verify providers, and provide customer support.

7.1 Client cancellations

• Cancellations made more than 24 hours before the scheduled session are eligible for a full refund
• Cancellations made within 24 hours of the session may be subject to a cancellation fee of up to 50% of the service price
• No-shows (failing to attend without cancellation) are not eligible for a refund

7.2 Provider cancellations

If a provider cancels a confirmed booking, the client will receive a full refund. HelloServiceDesk may take action against providers who repeatedly cancel confirmed bookings.

7.3 Refund process

Approved refunds are processed within 7 business days to the original payment method. Refund timelines may vary depending on your payment provider.

7.4 Disputes

If you are unsatisfied with a service, please raise a support ticket within 48 hours of the session. We will investigate and attempt to resolve disputes fairly within 10 business days.

The following activities are strictly prohibited on HelloServiceDesk:

• Impersonating another person or falsely representing your professional qualifications
• Harassing, threatening, or abusing other users or service providers
• Attempting to circumvent the platform by conducting transactions directly with providers
• Uploading malicious software, spam, or harmful content of any kind
• Attempting to gain unauthorised access to other users' accounts or platform systems
• Using the platform for any unlawful purpose including money laundering or fraud
• Submitting false reviews or manipulating the rating system
• Scraping, copying, or reproducing platform content without written permission
• Using automated tools or bots to interact with the platform

All content on the HelloServiceDesk platform — including the logo, brand name, website design, software, text, graphics, and service listings — is owned by HelloServiceDesk or its content suppliers and is protected by copyright, trademark, and other intellectual property laws.

You are granted a limited, non-exclusive, non-transferable licence to access and use the platform for its intended purpose. You may not reproduce, distribute, modify, or create derivative works from any platform content without our express written permission.

By submitting content to the platform (such as reviews, profile information, or support messages), you grant HelloServiceDesk a non-exclusive licence to use, display, and reproduce that content for the purposes of operating and improving the platform.

HelloServiceDesk provides the platform as a marketplace only. We are not liable for:

• The quality, accuracy, or outcomes of services provided by independent service providers
• Any professional advice given by providers on the platform
• Any loss or damage arising from your use of, or inability to use, the platform
• Any indirect, consequential, incidental, or punitive damages
• Technical issues, downtime, or data loss beyond our reasonable control

To the maximum extent permitted by applicable law, HelloServiceDesk's total liability to you for any claims arising from your use of the platform shall not exceed the total amount you have paid to HelloServiceDesk in the 3 months preceding the claim.

Nothing in these Terms limits liability for fraud, gross negligence, or any liability that cannot be excluded by law.

Either party may terminate the account relationship at any time:

11.1 Termination by you

You may close your account at any time from your profile settings or by contacting support. Upon closure, your personal data will be handled in accordance with our Privacy Policy. Outstanding obligations — including payment for completed services — remain due.

11.2 Termination by HelloServiceDesk

We reserve the right to suspend or permanently terminate your account with or without notice if:

• You breach any provision of these Terms
• You engage in fraudulent, abusive, or illegal activity
• A provider fails to maintain required professional standards
• Your account poses a security risk to the platform or other users
• We are required to do so by law

Upon termination, your right to access the platform ceases immediately. We are not liable for any loss resulting from account termination made in accordance with these Terms.

These Terms are governed by and construed in accordance with the laws of Nepal. Any disputes arising from or relating to these Terms or your use of the platform shall be subject to the exclusive jurisdiction of the courts of Kathmandu, Nepal.

Before initiating any legal proceedings, we encourage you to contact us to resolve the dispute informally. We will make reasonable efforts to resolve complaints within 30 days.

For users in the European Union or United Kingdom, this does not affect your rights under applicable local consumer protection laws.

We may update these Terms from time to time. When we make material changes, we will:

• Update the "Effective Date" at the top of this page
• Send a notification email to all registered users at least 14 days before changes take effect
• Display a prominent notice on the platform

Your continued use of the platform after the effective date of updated Terms constitutes your acceptance of the changes. If you do not agree to the updated Terms, you must stop using the platform and may close your account.

For questions, concerns, or legal notices regarding these Terms and Conditions, please contact us:

• Email: legal@helloservicedesk.com
• Support: Contact form
• Address: HelloServiceDesk, Kathmandu, Nepal