Terms and Conditions for Hello Service Nepal Pvt Ltd

Last Updated: 10th April 2025

Welcome to Hello Service Nepal Pvt Ltd ("Hello Service," "we," "us," or "our"). These Terms and Conditions ("Terms") govern your use of our multi-functional super app ("App"), which provides food delivery, e-commerce, grocery services, parcel, courier and logistics management services under Hello Xpress, and other related services (collectively, the "Services").

Hello Xpress is a product of Hello Service Nepal Pvt Ltd and operates parcel delivery, courier, and logistics management services for individuals and businesses.

By accessing or using the App, including Hello Xpress services, you agree to comply with and be bound by these Terms. If you do not agree, please do not use the App.

1. Acceptance of Terms

By using the App, you confirm that you are at least 18 years old or are using the App under parental/guardian supervision. You also agree to comply with all applicable laws in Nepal.

2. Account Registration

  • You must create an account to access certain features.

  • You are responsible for maintaining the confidentiality of your account credentials.

  • You agree to provide accurate and updated information.

  • Hello Service reserves the right to suspend or terminate accounts that violate these Terms.

3. Services Offered

The App provides:

Food Delivery – Ordering from partner restaurants.

E-commerce – Purchasing products from registered sellers.

Grocery Services – Ordering groceries from partnered stores.

Hello Xpress – Parcel, Courier & Logistics Services – Booking parcel pickups, courier deliveries, shipment tracking, and logistics management solutions for individuals and businesses.

Other Services – As introduced by Hello Service from time to time.

4. User Responsibilities

You agree that:

  • You will not misuse the App for illegal or fraudulent activities.

  • You will not harass, abuse, or harm delivery personnel, logistics staff, vendors, or other users.

  • You will not send prohibited, illegal, hazardous, or restricted items through Hello Xpress services.

  • You will provide accurate parcel details (sender/receiver information and package contents).

  • You will not attempt to bypass security measures or interfere with the App’s functionality.

5. Payments & Refunds

  • Payments must be made through approved methods (e-wallets, cards, cash on delivery, etc.).

  • Logistics and courier charges under Hello Xpress will be calculated based on distance, weight, size, or service type.

  • Refunds, if applicable, will be processed as per Hello Service’s refund policy.

  • Prices, service fees, and delivery charges are subject to change without prior notice.

6. Cancellations, Returns & Shipment Issues

  • Food orders may be canceled before preparation begins.

  • E-commerce/grocery returns are subject to seller policies.

  • Parcel or courier bookings under Hello Xpress may be canceled before pickup confirmation.

  • Hello Service reserves the right to cancel orders or shipments in case of unavailability, safety concerns, policy violations, or suspected fraud.

Hello Service is not responsible for delays caused by incorrect address details, recipient unavailability, or circumstances beyond our control.

7. Privacy Policy

Your data is collected and used in accordance with our Privacy Policy, which is incorporated into these Terms.

8. Intellectual Property

  • The App, logo, branding, and all content are owned by Hello Service Nepal Pvt Ltd.

  • Hello Xpress branding and related logistics systems are the intellectual property of Hello Service Nepal Pvt Ltd.

  • Unauthorized copying, distribution, modification, or misuse is strictly prohibited.

9. Limitation of Liability

Hello Service shall not be liable for:

  • Delays or failures due to unforeseen circumstances (e.g., weather, strikes, road conditions, government restrictions).

  • Incorrect orders or product quality issues (responsibility lies with vendors or sellers).

  • Loss or damage resulting from improper packaging by users.

  • Any third-party actions, indirect damages, or consequential losses.

10. Termination

We may suspend or terminate your access to the App and Services if you violate these Terms or engage in harmful or unlawful conduct.

11. Governing Law & Dispute Resolution

These Terms are governed by the laws of Nepal. Any disputes arising from these Terms or Services shall be resolved through arbitration in Kathmandu, Nepal.

12. Changes to Terms

Hello Service may update these Terms at any time. Continued use of the App and Services constitutes acceptance of the updated Terms.

13. Contact Us

For questions or concerns, contact:

Hello Service Nepal Pvt Ltd
Satdobato, Lalitpur, Nepal
Email: info@helloservicenepal.com
Phone: +977 15971565

By using the App, you acknowledge that you have read, understood, and agreed to these Terms.