Introduction

This Policy shall be governed by and interpreted in accordance with the laws of Republic of Nepal. In case of conflict of the provision of this Agreement with the Laws of Nepal, the contradicting provision of this Agreement shall become automatically invalid to the extent of contradiction.

It is extremely important to report any suspected instances of fraud. Not only will this protect the users, it will also help make the web a safer place to do business. Lenden Sewa will not entertain any issues reported against activities, which are against the terms and conditions of Lenden Sewa, or other activities deemed as illegal by the government.

Some types of fraudulent activities such as unauthorized activity on Lenden Sewa account or services not received from the authorized merchants. Following are the steps we have included below to report them:

1. Issue Identification

Most disputes are the result of simple misunderstandings. It is best to initiate communication as soon as you recognize a potential problem. Users can email us the details of the transaction and contact details of parties involved at [email protected] within 45 calendar days of the transaction. If users and the other party involved are unable to agree on a solution, users must escalate the dispute by filing a written dispute resolution claim. By escalating a dispute, users would be asking Hamro Pay to review the case and decide the outcome.

2. Negotiation for resolving the dispute

User and the party involved have 20 days to resolve the dispute or escalate it to Hamro Pay. If user can contact the other party, this is the user’s opportunity to communicate directly and resolve the issue by exchanging message posts.

Hamro Pay can ask to view all messages and conversations in case the dispute is escalated to a claim. We place a hold on all funds related to the transaction until the dispute is resolved or closed restricting the funds associated with a dispute so they cannot be withdrawn from a user’s/ merchant’s Hamro Pay account.

3. Closing the dispute or escalating issue to a claim

Users can close a dispute if they and the other party reach an agreement. We automatically close disputes after 20 days unless they have been escalated to a Hamro Pay claim. A closed dispute cannot be reopened or escalated to a claim. Otherwise, users can escalate the dispute to Hamro Pay within 20 days of opening (mailing the dispute details) the dispute by filing a written dispute resolution claim. We require more information from the user when they escalate a dispute to claim.

4. Claim Investigation and Dispute Resolution

By escalating a dispute to a claim, users are asking Hamro Pay to review it and decide the outcome. We try to resolve cases within 30 days, but complex cases may take longer to investigate, deliver a final decision, release any funds, and close the case. User and the third party may be subject to specific deadlines for new information. We use the messages exchanged, along with other details, to determine the outcome. We notify the parties involved when we come to a final decision.

5. Dispute between Hamro Pay and it's Users

This policy also applies to all disputes that may arise between Hamro Pay and its users regarding transactions conducted through the Hamro Pay platform.