Cancellation policy

Service-specific windows

Each tour, stay, event, or transport listing shows its own cancellation window on the detail page, at checkout, and in your booking confirmation — before you pay. Partners may offer free cancellation up to a set number of hours or days before the service starts; after that window, partial or no refund may apply. The window shown on your confirmation is the one that governs your booking.

How to cancel

Open the booking from "My bookings" and use the cancel action — you will see the live cancellation countdown and the exact refund amount before confirming. If you cannot access your account, contact support with your booking reference; the cancellation time is the time we receive your request.

How refunds are issued

• Approved refunds are initiated by Nepgram within 3 business days of the cancellation being confirmed.
• Nepal wallet payments (eSewa, Khalti) are refunded to the same wallet where possible.
• Card payments are refunded to the original card via our international payment partner and may take a further 5–10 business days to appear, depending on your bank.
• Where the original payment method cannot receive an automatic refund, our team arranges a bank transfer and contacts you for the details.
• Nepgram Points, when used to pay, are always restored to your points balance first — points are refunded as points and never converted to cash.
• You may voluntarily choose to receive the money portion of a refund as instant Nepgram Points (with any advertised bonus) instead of waiting for your payment provider. This requires your explicit confirmation that points have no cash value and cannot be converted back to money.
• Refund amounts follow the service's cancellation window. A processing fee applies only where it is disclosed on the listing's cancellation policy before you book (today: none), and is always waived when the cancellation is the operator's or Nepgram's fault, or when you choose an instant points refund.

Operator cancellations

If a verified partner cancels your booking (weather, safety, or operational reasons), or a listed service materially fails to match its description, you receive a full refund of what you paid or the option to rebook an equivalent experience — your choice. We will notify you by SMS, email, or in-app message as soon as we know.

Events beyond anyone's control

Where a service cannot run because of events beyond reasonable control — natural disaster, extreme weather, epidemic, strikes or bandhs, or government restrictions — we will offer rebooking or a refund of amounts paid through Nepgram. Costs you incurred outside Nepgram (flights, visas, gear) are not covered, which is one reason we strongly recommend travel insurance.

No-shows and changes

• Not arriving for a service without cancelling ("no-show") is treated as a cancellation after the free window — usually no refund is due, unless the listing says otherwise.
• Date or party-size changes are subject to availability and the listing's rules; a change confirmed by the partner replaces your original booking, and any price difference is charged or refunded.
• Arriving late may shorten the service without refund where the partner cannot extend it.

Disagree with a refund decision?

Contact support first with your booking reference. If you are not satisfied, file a formal complaint with our grievance officer — complaints are acknowledged immediately and decided in writing within 15 days, as Section 33 of the Electronic Commerce Act, 2081 (2025) requires. You may also complain to the Department of Commerce, Supplies and Consumer Protection.