Terms & Conditions

These Terms form a binding electronic contract under Section 4 of the Electronic Transactions Act 2063 between you ("you", "user") and HamroRentals Pvt. Ltd. ("HamroRentals", "we", "us", "our"), a company registered in Nepal. By creating an account, accessing or using the platform at www.hamrorentals.com you accept these Terms. If you do not agree, do not use the service. These Terms are applicable under the Law of Nepal.

1. The service

HamroRentals is a rental marketplace and two-way rental credit bureau connecting landlords and tenants in Nepal (and a parallel diaspora experience for US-based users). The platform provides listings, applications, identity verification, lease document workflows, in-platform messaging, rent payment facilitation through Khalti, and a rental credit-score (300–900) for both tenants and landlords. We are a facilitator and information service, not a party to any lease.

2. Eligibility & account

• You must be at least 18 years old and legally competent to enter contracts under Nepali law.
• Organisational users confirm that the individual creating the account has authority to bind the organisation.
• Provide accurate, current and complete information; keep it updated.
• One person, one account — duplicate or impersonation accounts will be removed.
• You are responsible for all activity under your credentials. Notify us immediately at admin@hamrorentals.com on suspected compromise.
• We may require re-verification (KYC, liveness check) at any time to maintain account integrity.

3. Acceptable use

You must not, and must not allow others to:

• Use the service for any unlawful, fraudulent, deceptive, harassing or discriminatory purpose.
• Post false, misleading, duplicate, or stale listings; bait-and-switch advertising; or properties you do not have the right to rent.
• Submit forged identity documents, fabricated income proofs, or someone else's photos/floor plans.
• Manipulate ratings, credit scores, or reviews — including fake reviews from related parties or paid reviewers.
• Scrape, crawl, mirror, or systematically download platform data without our written permission.
• Reverse engineer, decompile, probe, load-test, or attempt to bypass authentication, rate limits or security controls.
• Upload malware, exploits, or content that infringes intellectual property, privacy or publicity rights.
• Discriminate against tenants or landlords on grounds prohibited by the Constitution of Nepal (caste, gender, religion, origin).
• Solicit off-platform payment to avoid platform fees, or steer counterparties away from our payment rails to defeat the rental credit-score record.

Zero-tolerance: identity fraud, forged documents, deposit scams, "fake landlord" listings, and coercion of tenants result in immediate, permanent ban and may be reported to Nepal Police Cyber Bureau.

4. Listings & landlord obligations

• You warrant that you are the owner, authorised agent, or registered broker of the property listed.
• Listings must be accurate as to rent, size, amenities, deposit, location and availability; photos must depict the actual unit.
• You must promptly mark a listing as rented, paused, or withdrawn when it is no longer available — leaving stale listings live is a breach.
• You agree to honour the rent, deposit and lease terms advertised at the time the tenant applies.
• You will record tenant rent payments and behaviour honestly. False or retaliatory credit-score entries are prohibited and may result in account termination and liability.
• For commercial listings (shutters, godowns, offices, showrooms), you confirm the unit is zoned and legally usable for the stated purpose.

5. Tenant obligations

• Provide truthful applications, including income, employment, and previous rental history.
• Do not apply for properties you do not genuinely intend to view or rent.
• Pay rent and deposits according to the lease you sign. Late or missed payments may be recorded as credit-score events.
• Treat landlords, brokers and property professionally; harassment or threats are grounds for ban.

6. Rental credit score

HamroRentals calculates a rule-based score (300–900) for both tenants and landlords from verified on-platform events: signed leases, rent payments, dispute outcomes, counterparty ratings, KYC completeness, listing accuracy and response time. See Scoring.

• The score is informational — not a guarantee of conduct, creditworthiness, or solvency.
• You can request the reasons for any score change under Section 25 of the Privacy Act 2075 (see Privacy Notice).
• Contested events are reviewed within 15 working days. If we cannot verify a disputed event, it is removed and the score is recalculated.
• We do not sell scores to third parties or credit bureaus.

7. KYC, identity & verification

To prevent fraud and comply with Nepali law (including AML/KYC norms and the E-Commerce Act 2081 obligations on platform operators), we may require:

• Citizenship, National ID, passport or driver's licence.
• Liveness (selfie) match against the ID photo.
• For landlords: ownership proof (lalpurja), or registered power of attorney for agents.
• For brokers: brokerage registration and PAN.

We may suspend access if verification fails or appears tampered with. Verification records are retained per the retention schedule in our Privacy Notice.

8. Fees, billing & taxes

All fees are quoted in NPR (Nepali Rupees) and are inclusive of applicable VAT where charged. US-side fees, if any, are quoted in USD. Pricing may change with 30 days' notice; existing transactions in flight will honour the prior price. See Pricing for the live fee schedule.

9. Payments & Khalti

Payments are processed by Khalti Digital Wallet Pvt. Ltd. Card/wallet credentials are never stored on our servers; we receive only the transaction reference, amount and status. By paying, you also accept Khalti's Terms & Conditions and Privacy Policy. Rent payments routed through HamroRentals are recorded as credit-score events; you must not collude to mark unpaid rent as paid.

10. Refunds & chargebacks

All payments to HamroRentals are final and non-refundable once your card or wallet has been charged. By completing payment you waive any right to cancel or reverse the charge except where Nepali consumer law strictly requires otherwise. Full terms in our Refund Policy.

Initiating a chargeback or wallet reversal without first contacting admin@hamrorentals.com is a breach of these Terms and may result in account suspension and recovery of the disputed amount plus a Rs 1,000 chargeback handling fee.

11. Intellectual property

All software, source code, designs, logos, branding, scoring algorithms, copy, documentation, datasets, and aggregated statistics are owned by HamroRentals or its licensors and are protected by the Copyright Act 2059, Trade Marks Act, and international treaties. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the service for its intended purpose. You may not resell, sublicense, republish, frame, mirror, or build a competing service from our content.

12. User content & licence

You retain ownership of content you submit (listings, photos, messages, documents, reviews). You grant HamroRentals a worldwide, royalty-free, non-exclusive licence to host, store, reproduce, translate, adapt for display, and transmit that content solely to operate, improve and secure the service (including derivative thumbnails, watermarked previews and machine-readable indexes). You warrant you have all rights to the content and that it does not infringe any third party's rights.

13. AI-assisted features

Certain features (listing coach, AI shortlist, lease assistant, review summary, broker leads, duplicate-listing check) use machine-learning models. AI outputs are informational and may contain errors; you are responsible for reviewing them before relying on them. We do not use your private messages or KYC documents to train external third-party models.

14. Third-party services

The platform integrates with third parties including Khalti (payments), Google (maps, sign-in), email/SMS providers, cloud infrastructure, and OCR/ID verification vendors. Their terms and privacy policies apply to your use of those features. We are not responsible for outages, data handling, or actions of third parties beyond our reasonable control.

15. Warranties & disclaimers

The platform is provided "as is" and "as available". To the fullest extent permitted by Nepali law we disclaim all implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, uptime and reliability. HamroRentals is not a real-estate broker, lender, financial adviser, lawyer, surveyor or escrow agent. Listings are user-supplied; we do not independently verify every fact. Rental decisions, lease signing, deposit handling and dispute resolution remain your responsibility.

16. Limitation of liability

To the maximum extent permitted by law, our aggregate liability for any claim arising out of or relating to these Terms or the service is capped at the total fees you paid to HamroRentals in the 12 months preceding the claim, or Rs 10,000, whichever is greater. We are not liable for indirect, consequential, incidental, special, exemplary or punitive damages — including loss of profits, savings, data, goodwill, business opportunity, or rental income — even if advised of the possibility. Nothing in these Terms excludes liability for fraud, gross negligence, death or personal injury where such exclusion is prohibited by law.

17. Indemnity

You will defend, indemnify and hold harmless HamroRentals, its directors, employees and affiliates from any third-party claim, loss, damage, fine, or expense (including reasonable legal fees) arising out of (a) your content, (b) your breach of these Terms or applicable law, (c) your misuse of the service, or (d) any dispute between you and another user, landlord, tenant or broker.

18. Suspension & termination

We may suspend, restrict, or terminate your account, with or without notice, for:

• Material breach of these Terms, the Acceptable Use Policy, or applicable law.
• Non-payment of any fee due, or initiating a wrongful chargeback.
• Suspected fraud, identity misuse, money-laundering, or security risk.
• Repeated or serious user complaints, harassment, or discrimination.
• Court orders or instructions from a competent authority.

You may close your account at any time from Profile → Settings. On closure you may request an export of your data within 30 days; thereafter we may delete or anonymise it, subject to retention obligations in the Privacy Notice. Sections 10–17, 19–22 survive termination.

19. Disputes & grievance

Before commencing any legal action you agree to contact our Grievance Officer first so we can attempt resolution. We acknowledge within 2 working days and aim to resolve within 15 working days, per the E-Commerce Act 2081 and Consumer Protection Act 2075. Unresolved complaints may be escalated to the Department of Commerce, Supplies & Consumer Protection (DoCSCP) or a Consumer Court.

20. Governing law & jurisdiction

These Terms are governed by and applicable under the Law of Nepal. The courts at Kathmandu have exclusive jurisdiction over any dispute, without prejudice to mandatory consumer-protection rights in your country of habitual residence. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

21. Force majeure

Neither party is liable for delay or failure to perform caused by events beyond reasonable control, including earthquake, flood, fire, pandemic, war, civil unrest, government action, strikes, internet or power outages, or third-party infrastructure failures.

22. Changes, assignment & severability

• Changes: We may update these Terms. Material changes are notified by email and/or in-app at least 15 days in advance. Continued use after the effective date constitutes acceptance.
• Assignment: You may not assign your rights without our written consent. We may assign in connection with a merger, acquisition, reorganisation or sale of assets.
• Severability: If a clause is held invalid, the remainder stays in force.
• No waiver: Our failure to enforce a clause is not a waiver of future enforcement.
• Entire agreement: These Terms, the Privacy Notice and the Refund Policy form the entire agreement between you and HamroRentals on the subject.
• Language: The English version of these Terms prevails over any translation in case of conflict.

23. Contact

FAQ — for renters & landlords

I'm a renter — what am I agreeing to?

You'll give accurate info on applications, pay the Rs 100 application fee when you apply and the Rs 750 () lease success fee only when a lease is actually signed. Ratings and credit-score events against you must come from a real lease — you can dispute anything that doesn't.

I'm a landlord — what am I agreeing to?

That listings are genuine, you have the right to rent the property, you'll pay the Rs 250 listing fee plus the Rs 1,250 () success fee per signed lease, and you'll record tenant payment behaviour honestly. False or retaliatory entries get accounts banned.

Does HamroRentals act as my agent, broker or lawyer?

No. We're a platform and information service. We don't broker the lease, give legal advice, hold deposits in escrow, or guarantee the other party's behaviour.

Can I get a refund if the deal falls through?

No. Once a card or wallet has been charged, the payment is final. This includes listing fees, application fees and lease success fees — regardless of whether the tenant moves in or the landlord signs. See Refund Policy.

What happens if I'm caught with fake listings, fake reviews or a fake ID?

Immediate, permanent account ban. We forfeit any fees paid, may pursue recovery of any losses, and will report to Nepal Police Cyber Bureau where the activity is criminal.

I have a complaint — who do I contact?

Email grievance@hamrorentals.com. We acknowledge within 2 working days and aim to resolve within 15 working days.