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Refund policy

Refund policy

💰 Refund Policy

Effective Date: July 2, 2025

Kheti Mantra Pvt. Ltd.
Madi, Chitwan, Nepal
📧 [email protected]
📞 +977 986-5020935
🌐 www.khetimantra.com.np

At Kheti Mantra, we are committed to providing completely free, high-quality agricultural education and services to farmers across Nepal. With the introduction of our e-commerce marketplace, this Refund Policy now covers both our free services and marketplace transactions.

📌 1. Free Services - No Payment, No Refund

Our Forever-Free Commitment:

Kheti Mantra's core services remain 100% free for life:

✅ All farming-related video and text courses
✅ Expert guidance and problem-solving support
✅ Soil and water testing services
✅ Agro-support service requests (insurance, vaccinations)
✅ Weather updates and farming tips
✅ Nagarpalik (municipality) information

Since these services are free, no refunds are applicable for them.

🛒 2. E-Commerce Marketplace Refund Policy

With our marketplace feature, users can buy and sell agricultural products. This section covers refund policies for marketplace transactions.

2.1 When Refunds Are Applicable

Refunds may be issued in the following situations:

✅ Valid Refund Reasons:

Product Quality Issues:

Products received are rotten, spoiled, or expired
Items are damaged or broken during transit
Products are contaminated or unsafe for consumption
Quality significantly below description or images

Incorrect Order:

Wrong product delivered
Incorrect quantity received
Missing items from order

Seller Issues:

Seller cancels the order after payment
Seller fails to dispatch order within agreed timeframe
Seller becomes unresponsive after order confirmation

Non-Delivery:

Product not delivered within promised timeframe
Delivery attempt failed due to seller/logistics error
Package lost in transit

Platform Errors:

Double charge or payment processing error
Technical glitch causing incorrect billing

2.2 Refund Process Timeline

For Online Payments (eSewa, Khalti, Bank Transfer):

Step 1: Request Submission

Submit refund request through "My Orders" section
Provide reason and supporting evidence (photos/videos)
Timeframe: Within 24 hours of delivery (for quality issues)

Step 2: Review and Approval

Our team reviews your request
May contact seller for clarification
Decision made based on evidence and policies
Timeframe: 2-3 business days

Step 3: Refund Processing

Once approved, refund is initiated
Timeframe: 3-5 business days

Step 4: Amount Credited

Refund credited to original payment method
Timeframe: 5-7 business days from processing
Total time: 10-15 business days maximum

For Cash on Delivery (COD) Orders:

Before Delivery:

Cancel anytime before delivery without charges
No refund needed as payment not made yet

After Delivery:

If product issue discovered after COD payment
Submit refund request with evidence
Approved refund transferred to your registered bank account or mobile wallet
Timeframe: 7-10 business days

2.3 Order Cancellation Policy

Buyer-Initiated Cancellation:

Before Dispatch:

✅ Full refund available
Can cancel through "My Orders" section
No cancellation fee
Refund Timeline:
- Online Payment: 5-7 business days
- COD: No refund needed (payment not made)

After Dispatch (In Transit):

⚠️ Cancellation may not be possible
Can refuse delivery at doorstep
Treated as return; refund minus delivery charges (if applicable)
Refund Timeline: 10-15 business days

After Delivery:

Cannot cancel directly
Must initiate return/refund request
Subject to return eligibility criteria

Seller-Initiated Cancellation:

If seller cancels order:

✅ Full refund guaranteed
No questions asked
Refund Timeline: 5-7 business days for online payments

2.4 Return and Refund Eligibility

Time Limits:

Must report issues within 24 hours of delivery
Returns must be requested within 24 hours
Late requests may not be eligible

Evidence Required:

Clear photos of damaged/wrong products
Video unboxing (recommended for high-value items)
Original packaging (where applicable)
Delivery receipt or proof

Product Condition:

Products must be unused/unconsumed (where applicable)
Original condition maintained
Packaging intact (for returnable items)

Note: For perishable agricultural products (vegetables, fruits), return shipping may not be required. Photographic evidence is sufficient.

2.5 Non-Refundable Situations

❌ Refunds Will NOT Be Issued For:

Buyer Responsibility:

Change of mind after delivery
Incorrect address provided by buyer
Buyer unavailable for multiple delivery attempts
Product used/consumed after delivery

Late Reporting:

Issues reported after 24-hour window (without valid reason)
Lack of evidence to support claim

Natural Characteristics:

Natural variations in produce size, color, shape
Minor cosmetic imperfections that don't affect quality
Taste preferences (if product is as described)

Delivery Refusal:

Buyer refuses to pay COD without valid reason
Buyer refuses delivery without inspection

Policy Violations:

Fraudulent refund claims
Repeated abuse of refund system
False evidence provided

2.6 Partial Refunds

In some cases, we may offer partial refunds instead of full refunds:

Minor quality issues that don't significantly affect usability
Partial order missing (refund for missing items only)
Slight damage that doesn't make product unusable
Resolved through negotiation between buyer and seller

Partial Refund Process:

Proposed by Kheti Mantra mediation team
Must be accepted by both buyer and seller
Processed within 5-7 business days

2.7 Refund Methods

Original Payment Method:

Refunds credited to the same payment method used for purchase
eSewa → eSewa account
Khalti → Khalti wallet
Bank Transfer → Same bank account

Alternative Methods (COD or Original Method Unavailable):

Bank account transfer (must provide account details)
Mobile wallet transfer (eSewa, Khalti)
No cash refunds available

Refund Amount:

Product price fully refunded
Original delivery charges refunded (if seller/platform fault)
Delivery charges may be deducted (if buyer cancellation after dispatch)
Platform service fees (if any) may be non-refundable

2.8 Dispute Resolution for Refunds

If buyer and seller disagree on refund eligibility:

Step 1: Direct Communication

Parties encouraged to resolve amicably
Communication through app messaging

Step 2: Kheti Mantra Mediation

Submit dispute to our support team
Both parties provide evidence
Neutral review by Kheti Mantra team

Step 3: Decision

Based on policies, evidence, and fairness
Decision is final and binding
Communicated within 5 business days

Step 4: Action

Approved refunds processed immediately
Rejected claims explained with reasoning

2.9 Refund Request Process

How to Request a Refund:

Via App:

Go to "My Orders"
Select the order
Click "Request Refund/Return"
Choose reason from dropdown
Upload photos/videos as evidence
Submit request

Via Support:

📧 Email: [email protected]
📞 Phone: +977 986-5020935
Provide: Order ID, reason, evidence

Information to Include:

Order ID number
Product details
Issue description
Photos/videos of problem
Preferred refund method

2.10 Special Cases

Expired Products:

Full refund + compensation (if severe)
Reported immediately upon discovery
Seller may be penalized

Health/Safety Concerns:

Immediate action and full refund
Product recall if needed
Report to relevant authorities

Multiple Item Orders:

Can request partial refund for affected items
Rest of order unaffected

Pre-Orders/Advance Bookings:

Cancellable until harvesting/preparation begins
Full refund if cancelled early
May have restocking fee if late cancellation

💳 3. External Services or Payments

If you are redirected to or use any third-party services (e.g., labs, insurance agents, agro-vets) through our free service facilitation:

Kheti Mantra does not handle any payments or refunds for these services
We only facilitate requests through the app
Any payment made outside our platform must follow the refund policy of that specific third-party provider
Contact the service provider directly for refund requests

This does NOT apply to marketplace purchases, which are covered by our e-commerce refund policy above.

🔒 4. Data and Security Commitment

While most of our services are free, we ensure the highest level of trust for all users:

Keeping your data safe, private, and encrypted
Allowing you to delete your account and all data at any time
Following Google Play Store and Apple App Store developer policies
Never using your data for commercial advertising or unauthorized access
Secure payment processing through trusted gateways

🧾 5. Need Support or Clarification?

If you have any questions about refunds, cancellations, or marketplace transactions:

General Support:
📧 Email: [email protected]
📞 Phone: +977 986-5020935
🌐 Website: www.khetimantra.com.np

Marketplace & Refunds:
📧 Email: [email protected]
📞 Helpline: +977 986-5020935 (Press 2 for marketplace)

Response Time:

Email inquiries: Within 24 hours
Phone support: Monday-Saturday, 8 AM - 6 PM
Urgent refund issues: Same-day response

We are here to serve you with clarity, fairness, and full transparency.

✅ Summary of Our Policy

Feature	Is it Paid?	Refund Applicable?	Timeline
Farming Courses	❌ No	❌ No	N/A
Problem Submissions	❌ No	❌ No	N/A
Soil & Water Test Request	❌ No	❌ No	N/A
Agro Insurance/Vet Request	❌ No	❌ No (facilitated only)	N/A
Weather Information	❌ No	❌ No	N/A
Account/Data Deletion	❌ Free	✅ Available	Immediate
Marketplace Purchase (Online)	✅ Yes	✅ Yes (if eligible)	10-15 days
Marketplace Purchase (COD)	✅ Yes	✅ Yes (if eligible)	7-10 days
Order Cancellation (Before Dispatch)	✅ Yes	✅ Full Refund	5-7 days
Order Cancellation (After Dispatch)	✅ Yes	⚠️ Minus delivery charges	10-15 days

📋 Quick Refund Guidelines

✅ Full Refund Scenarios:

Damaged/spoiled products
Wrong items delivered
Seller cancellation
Order not delivered
Payment processing errors
Cancellation before dispatch

⚠️ Partial Refund Scenarios:

Minor quality issues
Partial order problems
Negotiated settlements

❌ No Refund Scenarios:

Change of mind after delivery
Late reporting (>24 hours)
Buyer error (wrong address, unavailable)
Natural product variations
Used/consumed products
Fraudulent claims

🌟 Our Commitment to Fair Marketplace

At Kheti Mantra, we believe in:

Protecting Buyers: Fair refund policies and quality assurance
Supporting Sellers: Clear guidelines and timely payments
Transparency: No hidden terms or surprise deductions
Fairness: Equal treatment for all parties
Speed: Quick processing of legitimate refund claims
Trust: Building a reliable marketplace ecosystem

📌 Important Reminders

Act Quickly: Report issues within 24 hours of delivery
Provide Evidence: Clear photos/videos strengthen your case
Read Product Descriptions: Ensure you understand what you're buying
Communicate: Try resolving with seller first when possible
Be Honest: False claims may result in account suspension
Keep Records: Save order confirmations and communications
Check Policies: Review before making purchases

🔄 Policy Updates

This Refund Policy may be updated to:

Improve user experience
Comply with regulations
Reflect new marketplace features
Address emerging issues

We will notify you of major changes through:

In-app notifications
Email alerts
Website announcements

Last Major Update: July 2, 2025 (E-Commerce features added)

🌾 Kheti Mantra – Serving Farmers, Empowering Commerce

Free Education. Fair Marketplace. Full Transparency.

Our educational services remain free forever. Our marketplace operates with fairness and transparency. Together, we're building an ecosystem where farmers learn, earn, and thrive.

📞 Contact Summary

Need	Contact	Method
General Questions	[email protected]	Email
Marketplace/Refunds	[email protected]	Email
Phone Support	+977 986-5020935	Phone/WhatsApp
Urgent Issues	+977 986-5020935 (Press 2)	Phone
Website	www.khetimantra.com.np	Web

Last Updated: July 2, 2025
Version 2.0 (E-Commerce Enabled)

Thank you for trusting Kheti Mantra. Your success is our mission. 🇳🇵