PURPOSE AND APPLICABILITY

1. This Policy applies to orders placed through official NepMeals channels.
2. Refund decisions are made using order status, partner confirmations, payment trail, user evidence, fraud controls, and applicable law.
3. This Policy is read together with the Terms & Conditions, Cancellation Policy, and Promotions & Offers Policy.

PRINCIPLES

1. Fairness, verifiability, legal compliance, and consistency.
2. No double recovery for the same transaction.
3. Mandatory statutory rights, where applicable, are not waived.

COMMON ELIGIBLE SCENARIOS

1. Successful payment but order not accepted/fulfilled.
2. Verified non-delivery or failed fulfillment.
3. Wrong item, material missing item, or materially defective product where evidence supports claim.
4. "Materially defective" generally means objective quality failure such as spoilage, contamination, inedible condition, substantial mismatch from listing, or safety risk.
5. Duplicate or erroneous charge caused by technical processing issue.
6. Cancellation cases that qualify under cancellation-stage rules.

PARTIAL REFUND SCENARIOS

1. Partial missing items, partial quality failure, or accepted substitutions.
2. Service/delivery component may be treated separately from item value based on verified cause and completed effort.
3. Promotion or wallet components may be restored proportionally.

NON-REFUNDABLE OR RESTRICTED SCENARIOS

1. Incorrect address, unreachable customer, denied access, or repeated no-response causing failed delivery.
2. Claims outside defined claim window without sufficient justification.
3. Dissatisfaction claims without objective evidence or verifiable service failure.
4. Minor preference-based dissatisfaction without objective defect does not qualify as material defect.
5. Prepared perishable/customized orders where no verified policy breach exists.
6. Alcohol Orders lawfully refused at handoff due to failed age verification, unavailability of acceptable ID, suspected proxy purchase for minors, recipient intoxication risk, or unsafe/compliance-prohibited handoff conditions.
7. Alcohol products that were opened, consumed, tampered with, or cannot be safely returned to controlled inventory, except where objective safety or quality defect is verified.

ALCOHOL ORDER REFUND DECISION FRAMEWORK

1. If an Alcohol Order is canceled or refused due to NepMeals, restaurant, or dispatch-side compliance error (including unlawful timing dispatch, wrong item handoff, or verified protocol failure by partner), full or proportionate refund may be issued based on verified root cause.
2. If refusal is due to customer-side compliance failure (including failed age verification or refusal to provide acceptable lawful verification), item-value and service-component treatment may differ; delivery/service components may be retained where dispatch effort is verified.
3. If quality or safety defect in alcoholic product is objectively verified, refund or replacement support is determined under safety-first criteria and applicable law.
4. If applicable law mandates specific refund outcomes for age-restricted goods, those mandatory rules prevail over this Policy.

CLAIM WINDOWS

1. Claims should be submitted within the following timeframes:
2. Within one (1) hour of delivery: for missing items, incorrect items, quality issues, or packaging concerns.
3. Within twenty-four (24) hours: for billing errors, duplicate charges, or incorrect payment deductions.
4. Within seven (7) calendar days: for technical, processing, or payment-network-related issues.
5. Claims submitted outside these windows may be declined where verification is no longer reasonably possible.

EVIDENCE REQUIREMENTS

1. Order reference and issue category are mandatory.
2. Photos, timestamps, packaging status, communication logs, or other relevant evidence may be required.
3. False, manipulated, or misleading evidence can result in denial and account action.
4. For Alcohol Orders, evidence may include age-verification outcome records, refusal reason codes, rider handoff logs, geolocation events, dispatch timestamps, and merchant confirmation records.

DECISION AUTHORITY AND RESOLUTION TYPES

1. NepMeals may provide monetary refund, wallet credit, replacement assistance, coupon remedy, or equivalent value resolution where lawful.
2. Resolution method may differ from original payment mix while preserving approved value.
3. Decisioning may involve consultation with restaurant, delivery partner, payment provider, and risk/compliance teams.

PAYMENT RAIL TIMELINES

1. Wallet adjustments: usually faster, often same day to 24 hours.
2. Card/bank reversals: may take multiple business days depending on issuer/network.
3. Processing times are subject to third-party banking and payment network delays.

CHARGEBACKS AND EXTERNAL DISPUTES

1. If external chargeback is initiated, in-app refund may be paused until outcome is known.
2. Duplicate recovery attempts are prohibited.
3. NepMeals may submit evidence to payment processors and competent authorities as needed.

FRAUD, ABUSE, AND HIGH-RISK PATTERNS

1. Repeated suspicious claims, fabricated evidence, collusion, or exploitative behavior may trigger enhanced review, temporary holds, denial, or account restrictions.
2. NepMeals may recover amounts, reverse credits, or take legal action where abuse is established.

LEGAL RESERVATIONS

1. Nothing in this Policy limits non-excludable rights under applicable law.
2. Where law requires a specific refund remedy, NepMeals will comply accordingly.

POLICY CHANGES

1. NepMeals may revise this Policy for legal, operational, payment-system, or risk-control reasons.
2. Updated versions are published with effective date and version metadata.

COMPLAINT RESPONSE TIMING

1. NepMeals aims to acknowledge refund complaints within two (2) business days.
2. NepMeals aims to resolve routine refund cases within seven (7) business days and complex or partner-dependent matters within fifteen (15) business days, subject to evidence and payment-network dependencies.
3. NepMeals aims to acknowledge and resolve complaints within the stated timelines; however, actual timelines may vary depending on case complexity, partner response, and verification requirements.

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