Legal & policies
Last updated 26 August 2026
Terms of service
Hamro Service is a marketplace connecting customers with independent restaurants and delivery partners. Restaurants are responsible for food preparation, packaging and food-safety compliance. Riders operate as independent contractors.
Privacy
We collect only what is required to deliver an order: your name, contact number, delivery address and order history. Location data is used while an order is in progress and retained for 30 days for dispute resolution. Payment credentials are handled by eSewa, Khalti or the card processor and never stored on Hamro Service servers.
Refund policy
Missing or incorrect items, undelivered orders and food-quality complaints raised within 24 hours qualify for a full or partial refund. Digital wallet and card refunds are returned to the original method within 3–5 business days; cash on delivery refunds are credited to your Hamro Service wallet immediately.
Cancellation policy
Orders can be cancelled free of charge within a short window after placing, or until the restaurant accepts. Restaurants that reject an accepted order trigger an automatic full refund.
Partner terms
Merchant commission is agreed per contract. Settlements run weekly, net of commission, refunds and adjustments, with a full statement available in the merchant console.