Legal

Refund Policy

CAI Global Solutions Nepal — Last updated May 2025

1. Overview

CAI Global Solutions Nepal deals primarily in digital goods and services. Due to the nature of digital delivery, our refund policy distinguishes between product categories. Please read this policy carefully before making a purchase.

This policy is effective from May 2025 and complies with the Consumer Protection Act 2075 of Nepal.

2. Digital Goods — No Refund Policy

The following products are non-refundable once delivered or activated:

Software Subscriptions: Licences and SaaS subscriptions activated against a valid account are non-refundable.

Gaming Codes and Top-ups: Game codes, in-game currency, and top-up credits are non-refundable once the code is revealed or the credit is applied.

Domain Names: Domain registrations are non-refundable once the domain is active in DNS, as registration fees are paid to the registry.

Digital Downloads: Any downloadable content delivered electronically is non-refundable after download.

This policy is consistent with standard industry practice for digital goods and the inherently irreversible nature of digital delivery.

3. Exception — Technical Failure on Our End

A full refund will be issued for digital goods if ALL of the following conditions are met:

Defective Delivery: The code, key, or credential delivered was invalid, already used, or technically non-functional at the time of delivery.

Timely Report: You report the issue within 7 calendar days of purchase by emailing caiglobasolutions@gmail.com with your order ID and a description of the fault.

No User Activation: You have not attempted to redeem, activate, or partially use the item.

Verification: Our team is able to verify the technical fault on our end or with the supplier.

Refunds under this exception will be processed within 7 business days of verification, to the original payment method where possible.

4. Hosting and VPS Services

Service Not Delivered: If a hosting or VPS service is not provisioned within the stated setup time (typically 24 hours for shared hosting, 48 hours for VPS) due to a fault on our end, you are entitled to a full refund.

30-Day Pro-Rated Refund: If the service is provisioned but you are not satisfied and request cancellation within 30 calendar days of the start date, a pro-rated refund will be issued for unused days, minus setup fees and any used resources.

After 30 Days: No monetary refunds are issued after 30 days. You may cancel to prevent future billing, but no credit is provided for the remaining unused period.

Service Credit: Downtime credits under our Service Level Agreement are issued as account credit, not cash refunds.

5. Consulting and Digital Marketing Services

For project-based services such as digital marketing campaigns, IT consulting, or custom development:

Before Work Commences: Full refund of any advance payment if work has not yet started, provided you cancel within 48 hours of payment.

Work in Progress: A partial refund may be issued for the portion of work not yet completed, at our reasonable assessment.

Completed Deliverables: Work that has been delivered and accepted is non-refundable.

6. How to Request a Refund

Email: caiglobasolutions@gmail.com

Subject Line: Refund Request — Order ID: [your order ID]

Required Information: Your full name, registered email address, order ID, product name, and a clear description of the issue.

Response Time: We will acknowledge your request within 2 business days and provide a resolution within 7 business days.

7. Chargebacks

If you initiate a chargeback or payment dispute through your bank or payment provider without first contacting us, we reserve the right to suspend your account pending investigation. Fraudulent chargebacks may result in permanent account termination and referral to relevant authorities under the Electronic Transaction Act 2063.