REFUND & CANCELLATION POLICY

1. Introduction and Scope

1.1 Purpose of the Policy

This Refund & Cancellation Policy (“Policy”) is designed to establish a fair and transparent framework for managing booking terminations and the reversal of financial transactions on the Vasuko Platform. Our goal is to balance the flexibility needs of Guests (Tenants) with the income security of Hosts (Landlords) while adhering to the Consumer Protection Act, 2075 and the E-commerce Act, 2025.

1.2 Contractual Relationship

By accessing the Vasuko Platform and confirming a Reservation, you acknowledge and agree to the following:

• Neutral Marketplace: Vasuko App Solutions Pvt. Ltd. acts as an intermediary marketplace and is not a "Service Provider" or "Landlord" as defined under the Civil Code of Nepal.
• Binding Agreement: Your agreement to this Policy is a condition of using the platform. When a booking is confirmed, you are entering into a direct contract with the other Member, and this Policy governs the financial dissolution of that contract.
• Precedence: This Policy, along with the specific "Cancellation Tier" selected by the Host for a Listing, constitutes the final agreement regarding refunds. In the event of a conflict between a Host’s personal house rules and this Platform Policy, the Vasuko Refund & Cancellation Policy shall prevail.

1.3 Acceptance of Terms

Use of the Vasuko mobile application or website to process a payment constitutes your explicit "Digital Signature" and acceptance of these refund terms. If you do not agree with these terms, you must not proceed with a booking.

2. Booking Confirmation & User Responsibility

2.1 The "Paid-to-Confirm" Rule

• A Reservation on Vasuko is officially "Confirmed" only upon the successful completion of the full payment through our authorized payment gateways (e.g., eSewa).
• Instant Verification: The property is automatically removed from the active search results only after a "Success" notification is received from the Payment Service Provider (PSP).
• No Unpaid Holds: To protect our Hosts from "no-shows," Vasuko does not support manual or unpaid "holds." A booking is not valid until the digital receipt is issued via the app.

2.2 Guest Due Diligence (Reviewing Details)

The Guest is solely responsible for reviewing all Listing details before clicking "Pay." Under the Consumer Protection Act, 2075, once a service is booked based on clearly displayed information, the Guest cannot claim a refund for "oversights" regarding:

• Amenities: Verify if the room includes essential utilities (WiFi, Water, Electricity, Parking).
• Location: Confirm the distance from key landmarks or public transport.
• House Rules: Review specific Host requirements (e.g., "Guest Curfew," "No Pets," or "Security Deposit" requirements).
• Visual Evidence: Users are expected to review all provided photos and descriptions. By paying, you confirm that the Listing meets your requirements.

2.3 Responsibility for Accuracy

When you confirm a booking, you warrant that all information provided (number of guests, check-in dates, and contact details) is accurate. Any price changes or cancellations resulting from incorrect user input will be governed by the Host’s selected Cancellation Tier.

3. Cancellation by Users (Guests)

3.1 The "24-Hour Threshold" Rule

• To ensure fairness to our Hosts and to maintain the stability of the Vasuko marketplace, a Guest may only initiate a cancellation for a full or partial refund if the request is submitted at least 24 hours prior to the officially scheduled Check-in time (Standardized at 12:00 PM local time on the date of arrival).
• Example: If your check-in is on Saturday at 12:00 PM, you must cancel through the app no later than Friday at 11:59 AM to be eligible for the refund terms associated with your booking.

3.2 Late Cancellations (No-Refund Zone)

• Any cancellation request submitted less than 24 hours before the scheduled check-in time will be classified as a "Late Cancellation."
• Forfeiture: In such cases, the Guest will not be eligible for any refund of the Rent amount. This payment will be processed and released to the Host (minus Vasuko service fees) as compensation for the held calendar dates and the loss of potential alternative income.
• Service Fees: Please note that Vasuko Service Fees are generally non-refundable for Late Cancellations, as the platform has already fulfilled its duty of connecting the parties and securing the transaction.

3.3 Cancellation Process

• All cancellations must be performed exclusively through the Vasuko App under the "My Bookings" section.
• Invalid Methods: Cancellations made via phone calls, SMS, or direct messages to the Host are not legally valid for refund purposes. The system timestamp of the in-app cancellation is the only evidence used to determine refund eligibility.
• Host-Guest Agreements: If a Host manually agrees to a refund despite a late cancellation, they must contact Vasuko Support to authorize a manual override. Vasuko is not obligated to honor private verbal agreements that bypass the platform's automated rules.

4. Refund Policy & Financial Settlement

4.1 Eligible Refund Calculation & Mandatory Deductions

If a cancellation is successfully processed at least 24 hours prior to the scheduled check-in time, the Guest is eligible for a refund. However, the final amount returned will not be the full booking price. To cover operational costs and third-party liabilities, the following deductions will be applied:

• Non-Refundable Platform Commission: The Vasuko Service Fee/Commission (charged for the digital matching service, platform maintenance, and booking security) is strictly non-refundable. This fee is considered "earned" at the moment the booking is confirmed and the room is successfully reserved for the user.
• Standard 3% Administrative Deduction: From the total refundable amount, a flat 3% fee will be deducted to cover the administrative overhead of processing the reversal. This covers the manual or automated labor required to audit the cancellation and verify the refund path.
• Third-Party Transaction Charges (MDR): Any non-recoverable processing fees charged by our payment partners (e.g., eSewa) will be deducted. Since these providers do not return the original merchant transaction fee to Vasuko upon a refund, these costs are passed to the user initiating the cancellation.

4.2 Refund Method (The "Source-Back" Rule)

In compliance with Anti-Money Laundering (AML) regulations in Nepal:

• Original Path: All refunds will be processed exclusively back to the original payment method used during the booking (e.g., if you paid via eSewa, the refund must go to that specific eSewa wallet).
• No Cash Refunds: Vasuko will never issue refunds in cash or to a different person's bank account. This prevents "Refund Fraud" and ensures a clean audit trail for the Nepal Rastra Bank.

4.3 Mandatory Processing Timeline

Vasuko is committed to the "Fast-Resolution" standard:

• Initiation: Vasuko will initiate the refund command to the payment provider within 3 to 5 business days of the cancellation.
• Final Settlement: While Vasuko triggers the process quickly, the final appearance of funds in the user's wallet is subject to the Payment Service Provider’s (PSP) internal clearing cycles. Per the E-commerce Act, 2025, we aim for the total time not to exceed 7 to 10 business days.
• Notification: Users will receive an in-app notification and/or SMS once the refund has been successfully initiated from our end.

5. Platform Fees, Commissions, and Deductions

5.1 Service Fee Structure

Vasuko App Solutions Pvt. Ltd. operates as a "Commission-Based Marketplace."

• The Listing Fee: To maintain the platform, provide 24/7 customer support, and market Host listings across Nepal, Vasuko charges a Service Fee (or Commission) on every confirmed booking.
• Transparency: This fee is automatically calculated and displayed to the Guest as a separate line item in the "Price Breakdown" before the final payment is initiated. By confirming the booking, both the Host and Guest agree to this fee.

5.2 Refund Deductions (The "Cost Recovery" Rule)

In the event of a Guest cancellation that is eligible for a refund under Section 3, the final amount returned to the User will be subject to the following mandatory deductions:

• A. Platform Service Charges: A portion of the Vasuko Service Fee is retained to cover the administrative and digital costs of processing the booking and the subsequent cancellation.
• B. Payment Gateway Fees (MDR): Since third-party payment providers (eSewa) charge a non-refundable Merchant Discount Rate (MDR) or transaction fee for every "Swipe" or "Click," these costs are deducted from the refund total. Vasuko does not profit from these gateway fees; they are passed directly to the financial processors.

5.3 Variable Deduction Factors

The total deduction amount is not a flat rate but is dynamically calculated based on the following enterprise variables:

• Booking Value: High-value rentals (e.g., full flats or long-term leases) may have different percentage-based deductions compared to single-room daily stays.
• Payment Processing Costs: Different payment methods in Nepal have different cost structures. For example, an API-based wallet payment may have a different fee than a bank-link transfer.
• Operational Expenses: This includes the cost of manual verification, SMS gateway notifications sent during the booking, and cloud infrastructure usage (Firebase/Google Cloud) associated with the specific transaction.

6. No-Show Policy (The "Empty Room" Rule)

6.1 Definition of a "No-Show"

A booking is officially classified as a "No-Show" if the Guest fulfills both of the following conditions:

• Failure to Cancel: The Guest did not initiate a formal cancellation through the Vasuko App within the eligible 24-hour window (as defined in Section 3).
• Failure to Check-in: The Guest fails to arrive at the property or contact the Host by 9:00 PM local time on the scheduled Check-in date (unless a "Late Arrival" was explicitly coordinated and confirmed via the Vasuko chat system).

6.2 Total Forfeiture (Zero Refund)

In the event of a No-Show, the following financial consequences apply immediately:

• 100% Payment Retention: The entire booking amount (Rent + Service Fees + Taxes) is considered earned by the Host and the Platform. No refund, partial or full, will be issued to the Guest.
• Host Payout: Vasuko will process the Host's payout as if the stay had occurred, as the Host successfully fulfilled their obligation of keeping the room available and vacant for the Guest.
• Automatic Release: After the No-Show is confirmed, the Host has the right to release the room back onto the Vasuko marketplace for other users to book for the remaining nights of the original reservation period.

6.3 Late Arrivals vs. No-Shows

To avoid a No-Show classification, Guests who are delayed due to travel issues (e.g., flight delays at Tribhuvan International Airport or road blocks) must:

• Notify the Host: Use the in-app messaging feature to provide an estimated time of arrival.
• Maintain Proof: Keep evidence of the delay. While a refund is not guaranteed for late arrival, a Host may, at their own discretion, hold the room longer if communication is proactive.

7. Cancellation by Property Owners (Hosts)

7.1 Automatic Full Refund Guarantee

If a Host cancels a confirmed booking for any reason (other than a verified "Extenuating Circumstance"), the Guest is entitled to a 100% Refund.

• Zero Deductions: Unlike Guest-initiated cancellations, a Host-initiated cancellation triggers a refund of the entire amount, including the Rent, all Vasuko Service Fees, and any applicable Taxes.
• Immediate Initiation: Vasuko will initiate this refund process automatically within 24 hours of the Host's cancellation to ensure the Guest has funds available to book an alternative stay.

7.2 Alternative Accommodation Assistance

Vasuko understands that a last-minute cancellation can be a safety risk. In such cases:

• Priority Support: Our support team will prioritize the affected Guest to help them find a similar listing within their budget and preferred location.
• Rebooking Credit: At Vasuko’s sole discretion, we may offer a "Rebooking Discount" or credit to compensate for the inconvenience caused by the Host’s cancellation.

7.3 Penalties for Hosts (The "Accountability" Rule)

To maintain the integrity of our marketplace, Hosts who cancel confirmed bookings will face the following consequences:

• Financial Penalties: A "Cancellation Fee" may be deducted from the Host’s future payouts to cover the administrative costs and Guest compensation.
• Search Ranking Impact: Frequent cancellations will result in a lower visibility of the Host's listings in search results.
• Account Suspension: Under the Consumer Protection Act, if a Host is found to be "double-booking" or repeatedly cancelling to get higher prices elsewhere, their account will be permanently banned from the Vasuko platform.

7.4 Valid Reasons for Host Cancellation (No Penalty)

A Host may cancel without penalty only under "Major Disruptive Events" (Force Majeure) such as:

• Property Damage: Sudden fire, flooding, or structural failure that makes the room uninhabitable.
• Government Orders: Mandatory evacuation or health-related lockdowns issued by the local Ward or District office.
• Note: Hosts must provide photo/video evidence or official documents to the Vasuko DPO to waive penalties.

8. Exceptional Circumstances (Force Majeure)

8.1 Definition of Exceptional Events

"Exceptional Circumstances" refer to unpredictable, external events that make it legally or physically impossible to fulfill a booking. These include:

• Natural Disasters: Earthquakes, massive landslides, or floods in the property’s specific Ward or District.
• Governmental Actions: Sudden local lockdowns, travel bans issued by the Chief District Officer (CDO), or mandatory evacuations.
• National Emergencies: Declaration of a state of emergency or significant civil unrest that closes public transportation.

8.2 Case-by-Case Review Process

Unlike standard cancellations, these refunds are not automated. They are manually reviewed by the Vasuko Resolution Center:

• Documentation Required: The party claiming an exception (Guest or Host) must provide "Valid Proof." This can be a news report from a verified national source (e.g., The Rising Nepal or Kantipur), an official notice from the National Disaster Risk Reduction and Management Authority (NDRRMA), or a photo/video of the inaccessible property.
• Deadline for Claim: The affected party must notify Vasuko and the other member within 24 hours of the event occurring to be eligible for this review.

8.3 Outcome of the Review

If Vasuko determines that an Exceptional Circumstance has occurred:

• For Guests: We may issue a Full Refund, overriding the Host's "Strict" or "No-Refund" policy.
• For Hosts: We will waive any "Host Cancellation Penalties" if the property was made uninhabitable by the disaster.
• Service Fee Waiver: At our sole discretion, Vasuko may also refund its platform service fee to support the affected users during a national crisis.

9. Dispute Resolution & Mediation

This is the "Mediation" clause. In a peer-to-peer marketplace like Vasuko, disagreements are inevitable—a Guest might claim the room is dirty, while a Host might claim the Guest broke a chair.

9.1 The "Intermediary" Status

As defined in Section 1, Vasuko App Solutions Pvt. Ltd. operates strictly as an Intermediary Platform. We provide the digital infrastructure to connect Hosts and Guests and to secure payments.

• No Direct Liability: Vasuko is not a party to the rental agreement itself. Therefore, we are not legally or financially liable for individual conflicts, personal injuries, property damage, or "he-said-she-said" arguments that occur offline at the property.

9.2 The 24-Hour "Notification Window"

For a dispute to be eligible for platform mediation regarding a refund:

• Immediate Reporting: The Guest must report any "Major Misrepresentation" (e.g., the room doesn't exist, has no water/electricity, or is unsafe) through the Vasuko App within 24 hours of the scheduled Check-in.
• Hold on Payout: If a dispute is filed within this 24-hour window, Vasuko will pause the payout to the Host until the matter is reviewed. If the Guest reports the issue after they have already stayed for 2 days, the payout is considered finalized and non-refundable.

9.3 Vasuko's Mediation Role

While we are not liable, we provide a Resolution Center to assist in fair outcomes:

• Evidence-Based Review: Both parties must provide evidence (time-stamped photos, videos, or chat screenshots from the Vasuko app). We do not accept evidence from external apps like WhatsApp or Viber to ensure the integrity of the record.
• Finality of Decision: If the parties cannot reach an agreement, Vasuko reserves the right to make a final, non-negotiable decision based on the evidence. This may include issuing a partial refund or charging a security deposit for damages.

9.4 Escalation to Legal Authorities

For serious conflicts (e.g., theft, physical assault, or major property destruction):

• Law Enforcement: Users are encouraged to contact the Nepal Police (100) or visit the nearest District Police Office.
• Data Cooperation: Upon receiving a formal request from the Cyber Bureau or a court-ordered subpoena, Vasuko's Data Protection Officer (DPO) will provide relevant user data and chat logs to assist in the legal investigation.

10. Amendments and Changes to This Policy

10.1 Right to Modify

Vasuko App Solutions Pvt. Ltd. reserves the unilateral right to update, modify, or replace any part of this Refund & Cancellation Policy at any time. These changes may be driven by:

• Regulatory Compliance: New circulars from the Nepal Rastra Bank (NRB) regarding digital wallets or changes to the Consumer Protection Act.
• Operational Improvements: Adjustments to service fees, commission structures, or the introduction of new "Cancellation Tiers" for Hosts.
• Market Stability: Changes required to prevent fraud or to better balance the interests of our growing community of Hosts and Guests.

10.2 Notification of Changes

We are committed to transparency. When significant changes are made:

• Revised Effective Date: The "Effective Date" at the top of this policy will be updated to reflect the most recent version.
• In-App Alerts: For major shifts (such as a change in the 24-hour refund window), users will receive a push notification or an in-app "What’s New" banner.
• Email Communication: Registered users may receive a summary of the changes via their registered email address.

10.3 Deemed Acceptance

By continuing to use the Vasuko App, browse listings, or confirm new bookings after a policy update has been posted, you are providing your "Deemed Acceptance" of the revised terms.

• Prior Bookings: Any booking confirmed before the effective date of a new policy will be governed by the version of the policy that was active at the time the payment was made. We do not apply new refund rules retroactively to old bookings.

11. Contact Information & Grievance Redressal

11.1 Official Communication Channels

For any inquiries regarding cancellations, refund status updates, or to report a dispute as defined in Section 9, users should contact Vasuko App Solutions Pvt. Ltd. through our official channels. We aim to respond to all refund-related queries within 2 to 3 business days.

• Primary Email: support@vasuko.com
  (Note: Please include your Booking ID and Transaction Reference Number in the subject line for faster processing.)
• Direct Helpline: +977 9806232446
  (Available Sunday to Friday, 10:00 AM – 5:00 PM Nepal Standard Time.)

11.2 Registered Business Office

Users and legal authorities may reach us at our physical headquarters for formal notices or in-person verification:

• Address: Ghorahi-15, Dang, Lumbini Province, Nepal.

11.3 Grievance Officer (Compliance)

In accordance with Nepal's 2026 digital commerce regulations, we have appointed a Grievance Officer to handle escalated refund disputes that cannot be resolved through standard support.

• Officer in Charge: Pankaj Subedi
• Duty: To ensure that all refunds are processed within the 7-day statutory window and that consumer rights are protected under the laws of Nepal.