Refund and Cancellation Policy – OTT MANDU Nepal
Last Updated: October 22, 2026
At OTT MANDU, we aim to provide a reliable experience when purchasing OTT subscriptions, AI tools, software licenses, digital gift cards, and other digital products in Nepal.
This Refund and Cancellation Policy explains when a customer may request a refund, replacement, or other resolution for an order placed through our website.
1. Digital Product Policy
Most OTT MANDU products are delivered electronically. Depending on the product, delivery may involve an activation code, subscription invitation, account upgrade, digital license, or account access.
Because some digital products can be activated or redeemed immediately, change-of-mind cancellations may not be available after fulfilment. However, this does not remove any refund or replacement rights required by applicable law.
Please check the product description, subscription duration, account type, compatibility, and activation requirements before completing your payment.
2. Situations Eligible for Review
You may contact OTT MANDU to request a refund, replacement, or appropriate resolution if:
- Non-delivery: Your payment was successfully verified, but the purchased digital product was not delivered.
- Invalid or defective product: A supplied activation code or digital product does not work as described and the problem can be verified.
- Incorrect product delivered: You received a product, plan, or subscription duration different from the confirmed order.
- Duplicate payment: You were charged more than once for the same order.
- Failed activation: A confirmed fulfilment issue prevents you from accessing the purchased service, and the issue cannot reasonably be resolved through troubleshooting or replacement.
- Order cancellation before fulfilment: Your order has not yet been delivered or activated, and cancellation is possible under the applicable product conditions.
Each request will be reviewed based on the order details, evidence provided, product type, and circumstances of the issue.
3. Situations Where Refunds May Not Be Available
A refund may not be available in the following circumstances, subject to applicable law:
- You change your mind after a digital product has been successfully delivered and activated.
- You purchase the wrong product, plan, duration, or account type despite the listing accurately describing it.
- You fail to meet clearly stated compatibility, eligibility, or activation requirements that were disclosed before purchase.
- A third-party service changes its features or policies after a correctly fulfilled purchase, and OTT MANDU is not responsible for the change.
- The issue results from misuse, unauthorized sharing, customer actions, or a breach of applicable service terms.
- You cannot provide sufficient information to verify the claimed problem after being given a reasonable opportunity to do so.
These conditions do not prevent refunds or remedies where OTT MANDU is responsible for a confirmed defect, non-delivery, incorrect fulfilment, or where applicable law requires a refund.
4. Refund Request Timeframe
Please contact OTT MANDU as soon as possible after discovering a problem. Where practicable, submit your request within 48 hours of purchase or delivery so we can investigate while the transaction and delivery records are readily available.
This recommended reporting period is intended to help us investigate efficiently. It does not override any mandatory consumer rights or legal time limits.
5. How to Request a Refund or Replacement
To request assistance with a digital subscription or online purchase in Nepal:
1. Contact OTT MANDU through the official support channel listed on our website.
2. Provide your order ID, purchase date, and payment transaction reference.
3. Explain the issue clearly and identify the affected product.
4. Include relevant screenshots or error messages where appropriate. Do not share your wallet PIN, banking password, or one-time verification codes.
5. Follow reasonable troubleshooting or verification instructions from our support team.
We will review the available evidence and inform you of the proposed resolution. Additional information may be requested where necessary.
6. Refund Processing and Payment Methods
If a refund is approved, OTT MANDU will communicate the amount and expected processing method.
Where reasonably possible, the refund will be returned through the original payment method, such as eSewa, Khalti, or a bank transfer. The availability of the original payment route and the time required to receive the funds may depend on the relevant payment provider.
We will communicate any alternative arrangement before proceeding. Refunds will not be conditioned on accepting store credit where a cash refund or other remedy is legally required.
7. Order Cancellation Before Delivery
If you want to cancel an order, contact OTT MANDU as soon as possible and include your order ID.
If the digital product has not yet been delivered, activated, or assigned, we will assess whether cancellation is possible. Orders that have already been fulfilled may not be reversible, depending on the product and applicable law.
If OTT MANDU is unable to fulfil an order, we will explain the available resolution, including a refund where appropriate.
8. Replacement Policy
Where a digital product is defective, incorrectly supplied, or fails to activate because of a confirmed fulfilment issue, OTT MANDU may offer troubleshooting, a replacement, or a refund as appropriate.
A replacement should reasonably correspond to the product and subscription duration originally purchased. If a suitable replacement is unavailable, we will discuss the available alternatives with the customer.
9. Payment Disputes and Duplicate Transactions
If your payment was deducted but your order was not confirmed, please contact us with the payment reference before making another purchase.
OTT MANDU will check the transaction and order records. Duplicate successful payments for the same order will be reviewed for correction or refund.
Customers should provide accurate information when raising payment disputes. Suspected fraudulent transactions may require additional verification.
10. Third-Party Service Issues
OTT MART may sell or facilitate access to services operated by independent third-party platforms. Temporary outages, maintenance, policy changes, or service restrictions may affect availability.
If an issue arises, contact our support team so we can determine whether it is a third-party service interruption or a fulfilment problem attributable to the purchased product.
Any resolution will depend on the circumstances, the product conditions, and applicable law.
11. Fair and Transparent Resolution
OTT MANDU aims to review refund and replacement requests fairly, based on the evidence and the actual circumstances of each order.
If you disagree with the initial decision, you may request a further review by providing your order ID and additional relevant information.
Nothing in this policy is intended to exclude consumer rights or remedies available under applicable laws of Nepal.
12. Contact OTT MANDU
For help with refunds, cancellations, failed digital delivery, incorrect subscriptions, or payment verification, contact OTT MANDU through the official support details displayed on our website.
Please include your order ID to help us investigate your request efficiently.
OTT MANDU – Your Destination for OTT Subscriptions, Digital Products, and AI Tools in Nepal.
