Terms and conditions

1. Who we are

Nepgram is operated by Nepgram Technologies Private Limited, a single-shareholder private limited company incorporated under the Companies Act, 2063 (2006) of Nepal, operating as an intermediary e-commerce platform under the Electronic Commerce Act, 2081 (2025). Registered office: Bharatpur-7, Krishnapur, Chitwan, Nepal. Our registration, tax, and licensing details are published on the company disclosures page, which we keep current as required by law.

The Nepgram mobile apps are published on the Apple App Store and Google Play by Nepgram USA LLC, an affiliate of Nepgram Technologies Private Limited. Nepgram Technologies Private Limited operates the service and is the company these terms are with.

2. Eligibility and your account

• You must be at least 18 years old and legally capable of entering a contract.
• You may book for other travellers (including minors) only with their consent or that of their guardian, and you are responsible for the accuracy of their details.
• You must provide accurate booking and contact information and keep your account credentials secure. You are responsible for activity under your account.

3. Our role: intermediary marketplace

Nepgram is an intermediary e-commerce platform, not the operator of the listed experiences. Tours, stays, events, transport, and rentals are supplied by independent verified local partners whose identity and details appear on each listing and booking confirmation. Your contract for the travel service itself is formed with that partner; Nepgram provides discovery, booking, payment collection where enabled, and customer support. We are responsible for the accuracy of the platform information we publish and for handling complaints as required by the Electronic Commerce Act, 2081 (2025) — we will not deflect a complaint to a partner where the law requires us to resolve it.

4. Bookings, prices, and payments

• Prices and availability are confirmed at booking time. The total shown at checkout — including applicable taxes and fees — is the amount you pay; there are no hidden charges.
• Local users may pay through Nepal digital wallets (such as eSewa) or at the provider where offered.
• International cards are processed by our US-based payment partner (Stripe). Charges may appear in USD or your card's billing currency; foreign exchange and issuer fees are set by your bank, not Nepgram.
• Nepgram Points (part of the Nepgram Rewards program) are promotional marketing incentives. They possess no cash value, do not constitute digital fiat or e-money, and are redeemable only against the service price of offerings hosted on the Nepgram marketplace. Points can never be withdrawn as cash, transferred to another person or a bank account or digital wallet, and never apply to VAT or government fees, which are always payable in money. Applying points does not change the invoiced value of a service. 1 point offsets NPR 1 of the service price.
• A booking is confirmed only when you receive a confirmation with a reference code.

5. Cancellations and refunds

Cancellation and refund outcomes follow the cancellation policy and the service-specific window shown on each listing and in your confirmation. Refunds are returned in the form you paid: amounts paid in money are refunded to your original payment method (or by bank transfer where that is not possible), and amounts paid with Nepgram Points are restored as points. You may voluntarily choose to receive the money portion of a refund as instant Nepgram Points instead; that choice requires your explicit confirmation that points have no cash value and cannot be converted back. Nothing in these terms limits the remedies available to you under the Consumer Protection Act, 2075 (2018) or the Electronic Commerce Act, 2081 (2025).

6. Nepgram Rewards membership

• Nepgram Rewards is free and has no separate signup: your Nepgram account is your membership. We create your membership automatically — no later than the first trip you complete — and give you a member ID and a starting tier. There is no fee and no obligation to use it.
• As a member we track the bookings you complete and what you paid, so we can work out your tier, your points, and the perks you qualify for. How we handle that information is described in the privacy policy.
• Promotional point grants may carry conditions, and any condition is shown to you when the points are granted and again in your points history. The one-time joining bonus of 100 points, given when you verify your mobile number, can be redeemed only against a booking with a total of NPR 1,000 or more, and expires 90 days after it is granted — or 180 days after it is granted, for a bonus granted on or before 31 March 2027 (Chaitra 17, 2083 BS). You receive this bonus once, whether or not you joined through a referral link — a referral does not add a second joining bonus. Points earned from completed trips and points earned for referring a friend carry no minimum booking value, and points returned to you from a refund never expire. Points that do carry an expiry date show it in your points history, and we notify you before they lapse. Conditions are fixed when a grant is made: if we later change the terms of a promotion, points already in your balance keep the conditions they were granted under.
• A redemption may be subject to a minimum of 10 points. Where fewer than 10 points can be applied to a booking, none are applied and checkout tells you so. The points stay in your balance and can be used in a later redemption; nothing is forfeited by this rule, and it does not affect refunds.
• Points returned by a cancellation keep their original expiry date. When you cancel a booking you paid for with points, those points go back to the grant they were spent from, with the same expiry date and the same conditions — cancelling never extends the life of a point. If that grant's expiry date has already passed by the time you cancel, the points have expired and cannot be restored to you; the money portion of your refund is not affected.
• You can leave the programme at any time from Membership in your account, on web or in the app. Leaving stops points earning, freezes your tier, and ends access to member perks and prize draws. Your Nepgram account, your bookings, and your ability to book are not affected.
• Because Nepgram Points are promotional and have no cash value, any unspent points are forfeited when you leave, and pending points from trips not yet matured will not be granted. We show you the exact balance you are giving up and ask you to confirm before anything is forfeited. You may rejoin later: your tier is recalculated from your recent bookings, but forfeited points do not come back.
• We may change earn rates, tier thresholds, perks, and point expiry, or pause or end the programme, with notice on this site. Changes are not applied retroactively to points already granted. We may close a membership for fraud or abuse of the programme.

7. User content and conduct

• You must not post illegal, harassing, fraudulent, misleading, or abusive content, and must not use the platform to send spam or to harm other users or partners.
• Nepgram provides reporting and blocking tools in-app and on web support surfaces, and may moderate, hide, or remove violating content and restrict messaging or accounts.
• By posting reviews, photos, or other content you grant Nepgram a non-exclusive, royalty-free, worldwide licence to host, display, reproduce, adapt (for formatting, translation, and cropping), and promote that content in connection with operating and marketing the platform — including on listings, search results, social media, ads, emails, and editorial features. You keep ownership of your content. You warrant you have the rights to grant this licence and that the content does not infringe others' rights. You may ask us to stop featuring your content for marketing by contacting support; we will honour reasonable requests where practicable, without affecting content needed to operate bookings or comply with law.

8. Travel risk, permits, and insurance

Adventure activities — trekking, mountain travel, rafting, wildlife visits, and road transport in mountain terrain — carry inherent risks including weather, altitude, and terrain hazards. You are responsible for assessing your fitness, obtaining required permits and documentation where the listing says they are not included, following the reasonable safety instructions of guides and operators, and arranging adequate travel and medical insurance (including helicopter evacuation cover for high-altitude treks). We strongly recommend insurance for all bookings.

9. Intellectual property

The Nepgram name, logo, software, design, and editorial content are owned by Nepgram Technologies Private Limited or its licensors. You may not copy, scrape, or reuse them for commercial purposes without written permission, except as allowed via our documented public API. Third-party maps, data, fonts, and media used on the platform are credited on our attribution page.

10. Limitation of liability

To the maximum extent permitted by the laws of Nepal: (a) Nepgram is not liable for the acts or omissions of partners in delivering their services, though we will assist you and handle complaints as the law requires; (b) Nepgram is not liable for indirect or consequential losses such as lost profits or missed onward travel; and (c) our total liability arising from any booking is limited to the amount you paid to Nepgram for that booking. Nothing in these terms excludes or limits liability that cannot be excluded under Nepali law, including under the Consumer Protection Act, 2075 (2018), or liability for our own fraud or wilful misconduct.

11. Your responsibility to us

You agree to compensate Nepgram for losses we reasonably suffer because of your breach of these terms, your violation of law, or your misuse of the platform — for example fraudulent chargebacks or posting content you had no right to post.

12. Events beyond our control

Neither Nepgram nor its partners are in breach of these terms where performance is prevented by events beyond reasonable control — natural disaster, extreme weather, epidemic, strikes or bandhs, government action, or failure of public infrastructure. In such cases the remedies in the cancellation policy (rebooking or refund) apply.

13. Suspension and termination

You may stop using Nepgram and request account deletion at any time. We may suspend or terminate accounts that breach these terms, engage in fraud, or create safety risk, and will state the reason except where the law prevents it. Confirmed bookings affected by a suspension are handled under the cancellation policy.

14. Changes to these terms

We may update these terms as the service and the law evolve. Material changes will be announced on the platform at least 7 days before they take effect, and the effective date above will be updated. Continued use after the effective date constitutes acceptance; bookings made before a change remain governed by the terms in force when they were made.

15. Governing law and disputes

These terms are governed by the laws of Nepal. Services are performed in Nepal unless otherwise stated on a listing. Please raise disputes first with our grievance officer (below) — complaints are acknowledged immediately and decided in writing within 15 days as required by Section 33 of the Electronic Commerce Act, 2081 (2025). Unresolved disputes are subject to the jurisdiction of the competent courts of Nepal. You may also complain to the Department of Commerce, Supplies and Consumer Protection. Mandatory consumer protections in your country of residence remain unaffected where they apply by law.

16. Grievances and contact

Registered office: Bharatpur-7, Krishnapur, Chitwan, Nepal. Grievance officer: Saraswati Ghimire (phone: +977-9768562538). For disputes, trust and safety concerns, or policy requests, contact support@nepgram.com, use in-app support, or file a formal complaint online. Full statutory contact details are on the company disclosures page.