Terms and Conditions

Using Ovvor, whether to browse, sign up, or place an order, means you agree to these Terms and Conditions. If you don't agree with any part of them, please don't use the app. These Terms work alongside our Privacy Policy, which explains how we handle your personal information.

You must be at least 18 years old to create an account and place orders through Ovvor. When you sign up, whether through Google or a phone number, you're responsible for keeping your account details accurate and your account secure. If you notice any unauthorized use of your account, let us know right away using the contact details in Section 14.

Placing an order through the app is an offer to buy the items in your cart at the listed price. We confirm the order once it's accepted, and you'll see its status update as it's packed and dispatched. We may cancel or refuse an order before dispatch if an item turns out to be unavailable, if we suspect fraud or abuse, or if we're unable to deliver to your address. If that happens and you've already paid online, we'll refund you in full.

Prices shown in the app are in Nepali Rupees and include applicable taxes unless stated otherwise. Prices can change at any time, but the price you're charged is the one shown when you place the order. You can pay online through Khalti or eSewa, or choose Cash on Delivery. Online payments are processed directly by Khalti or eSewa; we never see or store your card number, wallet PIN, or other payment credentials. If you choose Cash on Delivery, payment is due in full to the rider at the time of delivery.

We deliver to the areas we currently serve, shown in the app when you enter your address. Estimated delivery times are just that, estimates, and can be affected by traffic, weather, order volume, or other things outside our control. Someone needs to be available to receive the order at the delivery address. If no one is available after a reasonable attempt, we may cancel the order, and for Cash on Delivery orders, a re-delivery fee may apply.

You can cancel an order for free any time before it's packed for delivery, directly in the app. Once an order is packed, it can no longer be cancelled through the app; contact us and we'll do what we can.

Because we sell groceries, including fresh and perishable items, we don't accept returns once an order has been delivered, except where an item arrives damaged, spoiled, expired, or different from what you ordered. In those cases, contact us within 24 hours of delivery with details (and a photo, if you have one), and we'll refund or replace the item.

Refunds for online payments are issued back to the original payment method and can take a few business days to appear, depending on your bank or wallet provider.

We try to keep product listings, descriptions, and images accurate, but actual products can vary slightly, for example due to packaging changes or natural variation in fresh produce. Availability isn't guaranteed; an item in your cart can occasionally sell out before your order is confirmed. If that happens, we'll let you know and adjust or cancel that part of your order.

When using Ovvor, you agree not to:

• Place fraudulent orders or misuse Cash on Delivery to avoid payment.
• Abuse or harass a delivery rider or our staff.
• Interfere with the app's normal operation.
• Attempt to access accounts or data that aren't yours.

We may investigate and take action, including cancelling orders or suspending your account, if we believe these Terms have been violated.

We may suspend or close your account if we reasonably believe you've violated these Terms, engaged in fraud or abuse, or if we're required to by law. You can stop using the app and request account deletion at any time, through the app's profile screen or by contacting us; see our Privacy Policy for what happens to your data when you do.

The Ovvor app, its design, logo, and content (other than product information supplied by manufacturers) belong to Ovvor Trade Pvt. Ltd. or our licensors. You're free to use the app for its intended purpose, ordering groceries, but you may not copy, modify, or reverse-engineer it.

We work to get every order right, but the app is provided "as is." To the extent permitted by Nepali law, Ovvor isn't liable for indirect or consequential losses arising from your use of the app, delays or failures caused by circumstances outside our reasonable control, or issues with products or services supplied by third parties, such as payment failures on Khalti or eSewa's end. Nothing in these Terms limits liability that can't legally be limited.

These Terms are governed by the laws of Nepal. Any dispute arising from them, or from your use of the app, falls under the exclusive jurisdiction of Nepal's courts.

We may update these Terms as the app or our services change. We'll update the effective date at the top, and for significant changes, notify you in the app. Continuing to use Ovvor after a change means you accept the updated Terms.

If you have questions about these Terms, contact us at:

• Email: ovvertrade@ovvor.com
• Registered business name: Ovvor Trade Pvt. Ltd.
• Registered address: Koteshwor-32, Kathmandu, Nepal