Refund Policy

1. Policy at a glance

HamroRentals charges small, transparent fees to operate the platform and run a two-way rental credit bureau. Every fee is earned the moment the corresponding service has been delivered — publishing a listing, processing an application, or recording a signed lease — and so is non-refundable once your card or wallet has been successfully charged. By completing payment you acknowledge and accept this in full. This policy is applicable under the Law of Nepal.

2. Fees covered

3. No-refund cases

For clarity, refunds are not issued for any of the following:

• Change of mind, buyer's remorse, or "I didn't mean to click pay".
• The lease being cancelled, withdrawn, or never commencing after payment.
• The counterparty failing to sign, move in, pay deposit, or honour the lease.
• The tenant being rejected by the landlord after application.
• The landlord taking the property off market after a listing is published.
• Disputes, disagreements, or fall-outs between landlord and tenant.
• Property defects, condition complaints, or post-move-in issues — these are between landlord and tenant.
• Account suspension or termination for breach of our Terms.
• Failure to use the service, expired listings, or unused application credits.
• Khalti or bank-side delays, failed payouts to the landlord, or currency conversion losses.
• Force-majeure events (earthquake, strike, outage, lockdown) that prevent the lease.

4. Limited exceptions

We will review a refund only in these narrow situations:

• Duplicate charge for the same fee on the same account within 24 hours, caused by a technical fault on our side or Khalti's side.
• Charged but service not delivered — e.g. payment captured but the listing was never published or the lease record was never created, and the issue is verified as a platform fault (not your network/device).
• Amount mismatch — you were charged a higher amount than the price displayed at checkout.
• Any case where Nepali consumer-protection law strictly requires a refund despite the no-refund clause.

Approved refunds are processed back to the original payment method only (Khalti/card/bank), typically within 7–15 working days, and may be subject to Khalti's processing fees being deducted. Refunds are never issued in cash or to a third party.

5. How to request a review

Within 7 days of the charge, email admin@hamrorentals.com with:

• Your registered name, email and phone.
• Khalti transaction ID / reference number.
• Date, amount and which fee you are disputing.
• A short description of why you believe the exception applies, plus screenshots.

We acknowledge within 2 working days and decide within 15 working days. Requests outside the exceptions in §4, or filed after 7 days, will be declined.

6. Chargebacks & reversals

7. Rent payments (pass-through)

Rent you pay through HamroRentals to a landlord is a pass-through — we facilitate the transfer, we do not earn it. Refund or rent-adjustment disputes (deposit returns, overpayment, partial months, damages) are governed by the underlying lease and Nepali tenancy law, and must be settled directly with the landlord. HamroRentals can supply transaction records but cannot unilaterally reverse rent already paid to the landlord.

8. Your statutory rights

Nothing in this policy excludes or limits any non-waivable rights you have under the Consumer Protection Act 2075, the Electronic Commerce Act 2081, or other applicable Nepali law. Where local law in your country of residence grants stronger non-waivable refund rights and applies to a transaction, those rights prevail to the extent of the conflict. This policy is applicable under the Law of Nepal.

9. Contact

FAQ

I paid the application fee but the landlord rejected me. Refund?

No. The application fee covers the cost of processing, screening and routing your application — that work is done regardless of the outcome. Landlords are free to accept or reject any applicant.

I paid the listing fee but no tenant ever applied. Refund?

No. The listing fee covers publication, moderation, distribution and 90 days of visibility — not a guaranteed tenant. If you'd like coaching on improving your listing, use the AI Listing Coach in your landlord dashboard.

The tenant signed the lease, paid the success fee, then never moved in. Refund?

No. The success fee is triggered by the lease being signed on the platform — the service was delivered. Disputes about move-in must be handled directly with the landlord and, if necessary, the local Ward office or a Consumer Court.

Khalti charged me twice for the same thing.

That qualifies as a duplicate charge under §4. Email admin@hamrorentals.com with both transaction IDs within 7 days and we'll refund the duplicate to your original Khalti wallet/card.

Can I get store credit instead of a refund?

We do not currently offer credits, vouchers, or balance transfers between accounts.

Why so strict?

Refundable platform fees create perverse incentives — fake bookings to game scores, speculative listings, dishonest applications. A strict no-refund policy keeps the marketplace honest and our fees the lowest in Nepal.