Support
Support & Dispute Policy
This policy describes how disputes, refund requests, and chargebacks are handled on NepaliPay. For general support, see our Support Policy.
1. Types of disputes we handle
- Failed or stuck transactions: deposits, withdrawals, transfers, gifts, or game stakes that didn’t complete or appear to be missing
- Unauthorised transactions: activity on your account that you did not initiate
- Game integrity: suspected manipulation, settlement errors, or rake discrepancies
- Card chargebacks: Stripe-issued refunds initiated by your card issuer
- Content disputes: a post, message, or report you believe was wrongly actioned
2. What we cannot dispute
- Completed on-chain transfers to external stablecoin wallets — the Polygon blockchain is final and irreversible. Always double-check the destination address before signing.
- Counter-party disputes with people you knowingly sent money to (e.g. a friend who didn’t pay you back). NepaliPay is not party to those agreements.
- Lost device-side credentials — if you lose your recovery phrase and biometric secrets, the funds tied to that device key are not recoverable. Always back up your recovery phrase.
- Game outcomes you simply lost. We can verify the integrity of the settlement; we cannot reverse a fairly-played loss.
3. How to open a dispute
- Email support@nepalipay.com from the address tied to your account.
- Subject line: “Dispute: <short description>”.
- Include the transaction ID (Wallet → tap the row → copy ID), the amount and currency, the date and approximate time, your username, and a clear statement of what happened and what outcome you’re asking for.
- For unauthorised transactions, also change your password immediately, enable two-factor authentication, and reset your transaction PIN. We will deactivate other sessions on our side once your report is verified.
4. Timeline
- Acknowledgement: within 1 business day
- Initial investigation: 3–7 business days for routine disputes
- Card chargebacks: bound by Stripe / card-network timelines — typically 30–90 days from chargeback initiation
- Complex disputes (e.g. requiring law-enforcement coordination, AML review, or third-party processor contact) may take longer; we will keep you updated at least every 7 days
5. Possible outcomes
- Refund / reversal — in eligible cases, the funds are restored to your NepaliPay balance. On-chain transfers cannot be reversed but their internal ledger records may be adjusted in the case of confirmed processor error.
- Account remediation — if the dispute relates to an unauthorised login, we restore access, force a password change, deactivate stale sessions, and (if appropriate) credit any losses to your balance.
- Decision against the dispute — we will explain the reasoning and point to the relevant logs.
6. Card chargebacks (Stripe)
If you initiate a chargeback through your card issuer, NepaliPay will be notified by Stripe and given a window to respond with evidence (transaction logs, device information, communications). Decisions on card chargebacks are made by your card issuer, not by NepaliPay. We strongly prefer to resolve issues through support@nepalipay.com before a chargeback is opened — it is faster, cheaper for both sides, and avoids account suspension triggers.
7. Repeated abuse
Accounts found to be abusing the dispute process (filing repeated false claims, opening chargebacks for transactions that were clearly authorised, etc.) may be subject to permanent suspension and forfeiture of remaining balance after due notice.
8. Escalation outside NepaliPay
If you are not satisfied with our resolution, you may escalate via:
- Card issuer / bank (for card-funded deposits) — standard chargeback process
- Stripe (the card processor) — for processor-level complaints
- Circle (the stablecoin custodian) — for USDC custody issues
- Local financial regulator in your jurisdiction
- Apple App Store / Google Play for billing-related disputes only
9. Contact
Disputes: support@nepalipay.com. Legal escalations: legal@nepalipay.com.