Refund Policy

Last updated: September 2026

1. Overview

Due to the digital nature of our products, refund eligibility is evaluated on a case-by-case basis. We aim to resolve every issue fairly and promptly. Please read through our guidelines below before submitting a refund request.

2. Refund Eligibility

You may be eligible for a refund if:

• Duplicate payment — You accidentally paid twice for the same subscription
• Non-delivery — Your order was not fulfilled within 72 hours after payment verification, and we could not provide the subscription
• Incorrect product — You received a subscription different from what you ordered
• Payment error — A technical issue caused an incorrect charge

Refunds are generally NOT available for:

• Change of mind after the subscription has been activated
• Failure to read the product description or plan details before ordering
• Issues caused by the subscription provider (e.g., service outages by Netflix, Spotify, etc.)
• Orders where the subscription has already been activated and used
• Requests made more than 7 days after delivery

3. How to Request a Refund

To request a refund, follow these steps:

1. Sign in to your Digi Nepal account and note your order reference number
2. Contact us through our contact page or via WhatsApp
3. Provide details including:
   • Your order reference number
   • The reason for your refund request
   • Any supporting evidence (screenshots, error messages, etc.)
4. Wait for review — Our team will review your request within 1–3 business days

4. Refund Process

Once a refund is approved:

• Refunds are processed through the original payment method (eSewa, Khalti, bank transfer, etc.)
• Processing time is typically 3–7 business days depending on your payment provider
• You will receive an email notification when the refund is initiated
• Your order status will be updated in your account

5. Partial Refunds

In some cases, we may offer a partial refund when:

• Part of the subscription period has already been used
• Additional services or features were partially delivered
• A promotional discount was applied to the original order

6. Subscription Cancellation

If you wish to cancel a recurring subscription:

• Contact us before the next billing cycle
• Cancellation does not automatically trigger a refund for the current period
• You will continue to have access until the end of your current subscription period

7. Disputes

If you disagree with a refund decision:

• Reply to the refund review email with additional evidence
• Contact our support team via our contact page for escalation
• We will conduct a secondary review within 5 business days

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated through the platform. The policy in effect at the time of your purchase applies to that transaction.

9. Contact

For refund-related inquiries, please visit our contact page or reach out through WhatsApp for the fastest response.