Grievance Redressal Policy

schedule Last updated 18 Oct 2026

PARIVAN

GRIEVANCE REDRESSAL POLICY

Statutory complaint-handling mechanism under the Electronic Commerce Act, 2081 (2025) — 15-day decision, named officer, records that a Department inspector can audit

Operated in Nepal only · Single operating establishment · Multi-vendor apparel marketplace (intermediary)
Issued: 03 September 2026 · Document: PARIVAN-POL-GRV-001 · Version 1.0

COMPLETION REQUIRED. Placeholders in square brackets (for example [COMPANY LEGAL NAME]) must be completed with the registered particulars of the operating company before these documents are published or executed. Until then, these drafts are internal working documents and must not be treated as executed contracts.

WHY THIS DOCUMENT EXISTS. Nepal law requires every e-commerce business to maintain an online grievance mechanism and to acknowledge and decide complaints within 15 days. Platforms cannot refuse a complaint on the ground that they did not themselves manufacture or supply the goods. This Policy is Parivan’s primary protection against Department of Commerce, Supplies and Consumer Protection intervention, Consumer Court process, and social-media escalation.

1. SCOPE

This Policy is issued by [COMPANY LEGAL NAME] (“Parivan”). It applies to grievances by Buyers, Vendors, and any person affected by a listing or transaction on the Platform, relating to: orders, delivery, payment, listings, photographs, quality, exchange, refund, vendor conduct, data, reviews, and alleged breaches of the Electronic Commerce Act, 2081, the Consumer Protection Act, 2075, or the Privacy Act, 2075. It does not replace police complaints for criminal offences, but we will cooperate with lawful process.

2. GRIEVANCE OFFICER

Parivan appoints the following officer, whose details will also appear in the website footer and be updated within 48 hours of any change:

Field

Particulars

Name

[GRIEVANCE OFFICER NAME]

Designation

Grievance Officer

[GRIEVANCE OFFICER EMAIL]

Phone (Nepal)

[GRIEVANCE OFFICER PHONE]

Postal address

[REGISTERED OFFICE ADDRESS, KATHMANDU]

Working hours

Sunday to Friday, 10:00–17:00 Nepal Time, excluding public holidays

If the officer is on leave, Parivan will designate an alternate and, if the absence exceeds 7 days, update the published details.

3. HOW TO FILE

File through any of: (a) the online form at [WEBSITE URL/grievance]; (b) email to [GRIEVANCE OFFICER EMAIL] with copy to [SUPPORT EMAIL]; (c) written letter to the registered office. Please include:

· Your full name, mobile number, and email if any;

· Order number, if any;

· Vendor name / listing URL, if relevant;

· Clear statement of the grievance and the remedy sought;

· Photographs, chat logs, payment proof;

· Whether you have already used ordinary customer support.

Incomplete filings may delay the clock until we have enough to investigate. We will tell you what is missing.

4. PROCESS AND STATUTORY TIMELINE

1. Acknowledgement: we will acknowledge receipt in writing (email/SMS/dashboard) promptly, and in any event in a manner that allows us to decide within the statutory period.

2. Level 1 (Support): operational issues (where is my order, how do I exchange) are handled under the Return and Shipping Policies. If you are not satisfied, you may escalate to the Grievance Officer.

3. Level 2 (Operations): mismatch, failed delivery, payment, vendor delay.

4. Level 3 (Grievance Officer / management): high value, alleged unfair trade, data, repeated vendor misconduct, or any matter you designate as a statutory grievance.

5. Decision: the Grievance Officer shall decide the grievance within 15 (fifteen) days of a complete filing, as required by the Electronic Commerce Act, 2081. The decision will be communicated in writing with brief reasons.

6. If the matter cannot be resolved within 15 days for a genuine legal or third-party reason, we will issue a written explanation of status and the remaining steps, without prejudice to your right to approach the Department or a Consumer Court.

7. Implementation: approved refunds, exchanges, apologies, listing corrections or vendor sanctions will be actioned without undue delay, and refunds in accordance with the Return Policy.

5. PRINCIPLES OF DECISION

· We will not refuse a grievance solely because Parivan did not manufacture or import the goods.

· We will apply the Return Policy’s Track A / Track B distinction in good faith, and honour Section 10 non-conformity rights.

· We will hear the Vendor where the complaint concerns the Vendor, but we will not force the Buyer to negotiate privately with the Vendor.

· We will not manipulate the outcome to protect a preferred Vendor. Any paid ranking or campaign preference will be disclosed as such and is irrelevant to a quality complaint.

· Fraudulent or abusive grievances may be rejected with reasons, and may lead to account action under the Terms.

6. RECORDS (INSPECTION FILE)

Every grievance is logged with: ticket ID; date received; complainant identity; order/vendor; issue type; evidence; responsible party (Vendor / 3PL / Buyer / Parivan); decision; amount refunded or refused; date closed; days elapsed. Records are kept for at least 3 years, and longer if a Department or court matter is open. These records will be produced to a lawful inspection officer.

7. DEPARTMENT AND CONSUMER COURT

Nothing in this Policy limits your right to complain to the Department of Commerce, Supplies and Consumer Protection, the Director General, an inspection officer, or a Consumer Court. We ask that you give Parivan the 15-day window first, because most apparel disputes are resolved by exchange or refund if we have evidence. If you file externally, please send us the reference so we can respond in one voice.

8. VENDORS

Vendors must cooperate within 48 hours of our notice, supply evidence, and implement our decision. Non-cooperation is a breach of the Vendor Agreement and may result in payout hold and suspension, without waiting for the 15th day if Buyer harm is ongoing.

9. LANGUAGE

Filings may be in Nepali or English. We will reply in the language of the filing where reasonably possible.

DOCUMENT CONTROL

This document is issued by the operator of the Parivan Platform for use in Nepal only. It should be read with the other Parivan legal documents in force at the time of the relevant order or onboarding. If there is a conflict between a promotional statement and this document, this document prevails. If there is a conflict between this document and a mandatory provision of Nepalese law, the mandatory provision prevails.

This pack is prepared as a working legal draft aligned with the Electronic Commerce Act, 2081 (2025), the Consumer Protection Act, 2075 (2018), the Individual Privacy Act, 2075 (2018), the Electronic Transactions Act, 2063 (2008), and the Companies Act, 2063 (2006), as commonly applied to a Nepal-only intermediary marketplace. It is not a substitute for a licensed Nepalese advocate’s final review, stamping (where required), or company-board adoption.