Pasal

Legal · Refunds

Refunds

Last updated 27 September 2026

This page is about money you pay Pasal for a plan. It is part of the Terms of Service, and the words in "Plans you buy from us" are the same words as the terms. It is not a policy for an order a customer places with your shop. That sale is between the shop and the customer. Pasal is not the seller, we hold none of the money, and we cannot refund it.

1. 01

   Who this applies to

   Pasal is run by Retriever Labs Pvt. Ltd., a private limited company registered in Nepal on 13 August 2026, registration number 399717, PAN 623700901, at Bhaktapur Municipality-2, Bhaktapur. We trade as Retriever Labs. If you need our registration details for a contract or a complaint, email us and we will send them.

   This page applies to you if you run a shop on Pasal and you have paid us, or you are about to. It also applies to you if you bought something from a shop on Pasal and you are looking for a refund. Read "Orders from a shop" before you write to us: in almost every case the shop is the one who can give it.

2. 02

   Plans you buy from us

   Pro is what you pay us for. The price is the one published on the pricing page, one price for every shop, by the month or the year. The amount is shown before you pay, and we will not add a charge to a price you have already accepted.

   A new shop opens on Pro with no card, free, for 7 days. We do not charge you when those days end. You pay only when you choose a plan.

   You pay from Plan & billing. Checkout opens a Fonepay code for the month or the year you chose. Any bank or wallet can scan it. The payment lands as Retriever Labs, which is Pasal. There is no automatic renewal: a plan is one payment for that period, and it ends when the period ends unless you buy again. If you buy again before the period ends, the new time is added to the time you already have. We send an invoice for the payment.

   On refunds, the position is this. You can ask for a monthly payment back within 7 days of paying it. You can ask for an annual payment back within 30 days of paying it. Email support@pasal.studio and name the shop and which payment. We refund that payment, and the time it bought comes off the plan. Time you had already paid for, before that payment, stays. After those days, if you stop part way through a period, you keep Pro until the period ends and we do not refund what is left.

   These windows are for Pro and Pro Annual, paid in Plan & billing. Pasal Complete is the counter kit, ordered separately, and these windows do not cover the hardware.

   If we close your shop because you broke these terms, we keep the unused part only up to what your breach actually cost us, and we refund the rest. If we take away a Pro tool you were paying for and do not replace it, or Pasal is unusable for more than three days in a row for a reason that is ours, tell us and we will refund the part of the period you did not get the benefit of. We do not refund for shorter interruptions, and "The most we can owe you" sets the limit on anything else.

   If we change the price, we will tell you before the change, and it will not affect a period you have already paid for.

3. 03

   Orders from a shop

   When a customer orders from a shop on Pasal, the sale is between that customer and that shop. The shop is the seller. The sale is in the shop's name, not ours. Fulfilment, delivery, stock, returns, refunds, exchanges and receipts belong to the shop, including the short windows Nepali consumer law gives a customer to return goods. Those duties are the shop's. Pasal does not decide them and cannot meet them for the shop.

   Pasal does not hold or move the money, and we take no commission on a sale. Cash, a bank transfer, a wallet payment and a payment through the shop's own eSewa account all settle between the shop, the customer and, where there is one, the payment provider. If money needs to go back, or a payment goes through twice, or a customer disputes it, that is settled there. We hold no funds at any point and we cannot reverse a payment.

   The same is true of a ticket. We issue the code and check it at the door. We hold none of a ticket holder's money and we cannot refund a ticket. A shop must publish its own refund and cancellation terms before it puts tickets on sale. If an event is cancelled, moved, delayed or oversold, the refund is the shop's to make.

   A shop publishes its own delivery and returns terms in Settings, so a customer can read them. If a customer writes to us about an order, we will point them to the shop. The full account is in the Terms, under "You are the seller", "Taking payment" and "Tickets and events".

4. 04

   How to ask

   If you think a refund of a plan is due under "Plans you buy from us", email support@pasal.studio. Say which shop, which plan, and what happened. We aim to reply within one working day. That is the aim in the Terms, not a guarantee, and "The most we can owe you" in the Terms sets the limit on anything beyond the refund those rules already name.

   If you are a customer of a shop, write to the shop. Their name, and a phone number or email if they have published one, is on the shop's About page. If you cannot reach them, email the same address and we will pass on what we can. We still cannot refund the order.