Terms of Service

Last updated: 28 September 2026

These terms are an agreement between you and S.K. Online Platform Epasal Pvt. Ltd ("ePasal", "we", "us"), Nepal. By creating an account or using the ePasal apps or website you agree to them and to our Privacy Policy.

1. Your account

• You must give accurate information and keep your phone and one-time codes private. You are responsible for activity on your account.
• You must be at least 18 to place orders, or use ePasal with a parent or guardian's permission.
• You can delete your account at any time (see Delete your account). We may suspend or close accounts that break these terms or put others at risk.

2. Groceries and food orders

• Products, prices and availability come from local shops and restaurants and can change. The price you see at checkout is the price you pay, plus any delivery fee shown.
• Delivery times are estimates, not guarantees, and availability varies by location as we expand across Nepal.
• Please make sure someone can receive the order at the address you give. Orders that cannot be delivered because of an incorrect address or no answer may be cancelled.

3. The ePasal Marketplace

• Marketplace products are sold by independent sellers, not by ePasal. The sale is between you and the seller; ePasal provides the platform and order tools.
• Sellers are responsible for their listings, packing your order and shipping it. Sellers arrange their own courier and enter a tracking number in the app once your parcel ships.
• Delivery times depend on the seller and the courier and are usually longer than for groceries and food.
• We may hide listings or suspend sellers who break our rules or receive repeated complaints.

4. Rides and parcels

Rides and parcel deliveries are carried out by independent riders. Please follow the rider's reasonable safety instructions and do not send anything illegal, dangerous or prohibited.

5. Payments

• Prices are in Nepali rupees (NPR). You can pay in cash on delivery, and online where that option is shown at checkout.
• Online payments are handled by third-party providers under their own terms. We never store your wallet or card credentials.
• Coupons and offers have their own conditions, may expire, and can be withdrawn if misused.

6. Cancellations, returns and refunds

• You can cancel an order in the app until the shop or seller has started packing it. After that, contact us and we will try to help.
• If an item is missing, damaged or not what you ordered, contact us as soon as possible after delivery with your order number and, if you can, a photo. We will work with the shop or seller to fix it.
• Approved refunds for online payments go back to the original payment method.

7. Using ePasal properly

Do not misuse ePasal: no false orders, fraud, harassment of riders, shops or other users, attempts to break or bypass our systems, or use of the service for anything unlawful. Reviews must be honest and must not contain abusive or unlawful content. We may remove content that breaks these rules.

8. Our content

The ePasal name, logo, apps and website belong to us or our licensors. You may use them to place orders but may not copy, resell or reverse-engineer them.

9. Limits of our responsibility

We work hard to keep ePasal running and accurate, but the service is provided "as is". To the extent the law allows, we are not responsible for delays or losses caused by things outside our control, for the conduct of independent sellers, shops, restaurants, couriers or riders, or for indirect or consequential losses. Nothing in these terms limits any right you have under Nepali consumer law that cannot be excluded.

10. Changes

We may update these terms. We will change the date above and, for significant changes, tell you in the app. Using ePasal after a change means you accept the updated terms.

11. Governing law

These terms are governed by the laws of Nepal, and disputes will be handled by the courts of Nepal.

12. Contact