Policies & Consumer Protection Framework

Surprise Nepal accepts both international and domestic payment methods for the convenience of customers residing outside Nepal and recipients within Nepal.

Accepted payment methods may include:

• International Visa, Mastercard, American Express, and UnionPay cards
• International debit and credit cards issued by recognized financial institutions
• Digital wallets and payment gateways authorized to operate in Nepal
• Bank transfers and QR-based payments supported by licensed payment service providers
• Domestic payment systems including eSewa, Khalti, IME Pay, ConnectIPS, and mobile banking
• Other payment solutions approved by Nepal Rastra Bank or applicable financial regulators

All payments shall be processed through secure, encrypted payment gateways compliant with applicable banking and cybersecurity standards.

In accordance with Nepal's electronic commerce practices and digital transaction standards, Surprise Nepal reserves the right to require full or partial advance payment before confirming and processing any order.

Orders involving customized products, premium event arrangements, cakes, flowers, balloons, imported products, hotel reservations, experiences, or high-value merchandise shall require full advance payment prior to fulfillment.

An order shall be deemed confirmed only after successful payment authorization and verification.

International customers may be charged in a foreign currency supported by the payment gateway or in Nepalese Rupees (NPR), depending on gateway configuration and applicable banking regulations.

Currency conversion rates, foreign exchange margins, and international transaction fees are determined by the customer's issuing bank, payment provider, or card network. Surprise Nepal shall not be liable for additional conversion charges, intermediary banking fees, or international processing costs imposed by third-party financial institutions.

Surprise Nepal shall implement commercially reasonable technical and organizational security measures to protect digital transactions and customer payment information.

The platform may use:

• SSL encryption
• Secure payment tokenization
• Fraud detection mechanisms
• OTP and identity verification systems
• PCI-DSS compliant payment processing partners

Customers are responsible for maintaining the confidentiality of their payment credentials and account access information.

Upon successful payment, customers shall receive an electronic invoice, receipt, or transaction confirmation through email, SMS, or other electronic means in compliance with Nepal's electronic commerce regulations.

A. Standard Products

Orders for non-perishable standard products may be cancelled:

• Within 2 hours of order confirmation; or
• Before processing, packaging, customization or dispatch begins, whichever occurs earlier.

B. Perishable Products

Orders involving cakes, fresh flowers, chocolates, food items, balloons or same-day surprise arrangements may only be cancelled:

• Within 1 hour of order confirmation; and
• Prior to preparation or dispatch.

Once preparation, baking, floral arrangement or delivery dispatch has commenced, such orders shall become non-cancellable.

C. Customized & Personalized Products

Orders involving:

• Personalized gifts
• Printed merchandise
• Engraved items
• Customized surprise arrangements
• Personalized hampers

shall not be cancellable once production, customization or procurement has commenced.

Surprise Nepal reserves the right to cancel any order in circumstances including but not limited to:

• Fraudulent or suspicious transactions
• Incorrect or unverifiable recipient information
• Product unavailability
• Force majeure events
• Regulatory restrictions
• Unsafe delivery conditions
• Failure of payment authorization

In such cases, eligible refunds shall be processed in accordance with this policy.

Refunds May Be Approved If:

• The delivered item materially differs from the order description
• Wrong products are delivered
• Products are damaged upon delivery
• Delivery is not completed due to operational failure attributable to Surprise Nepal
• The product quality is materially defective
• The order cannot be fulfilled

Refunds Shall Not Apply If:

• The recipient refuses to accept the delivery without valid reason
• Incorrect address or phone number is provided by the sender
• Delivery delays occur due to strikes, natural disasters, weather conditions, curfews, political disturbances or force majeure events
• Minor design, packaging, floral arrangement or color variations occur
• The recipient is unavailable during delivery attempts
• Customized products match the approved order specifications

Due to the sensitive and time-bound nature of perishable items:

• Cakes, flowers, food items and fresh products are generally non-refundable after dispatch
• Partial refunds or store credits may be considered only where quality concerns are substantiated with reasonable evidence within 6 hours of delivery

Eligible non-perishable products may qualify for replacement, exchange or refund if:

• Returned unused
• In original packaging
• With proof of purchase
• Within 3 calendar days from delivery

Certain electronics, imported goods and third-party merchandise may be subject to manufacturer warranty terms.

Approved refunds shall generally be processed:

• Within 7–14 business days for domestic digital wallet transactions
• Within 10–21 business days for international card transactions, subject to banking systems and intermediary institutions
• Refunds shall ordinarily be issued through the original payment method used during purchase

Nothing in this policy shall limit any statutory rights available to consumers under the Consumer Protection Act, 2075, or Nepal's Electronic Commerce Act, 2081.

Surprise Nepal delivers gifts and services throughout major cities and selected districts of Nepal. Delivery availability may vary depending on:

• Geographic accessibility
• Weather conditions
• Road conditions
• Local administrative restrictions
• Partner vendor coverage

Remote area deliveries may require additional delivery time and charges.

Estimated delivery timelines displayed on the platform are indicative and may vary due to operational or external conditions.

Same-day or time-slot deliveries are subject to:

• Product availability
• Order confirmation timing
• Traffic and logistics conditions
• Local operational constraints

For security and fulfillment purposes, Surprise Nepal may verify:

• Recipient name
• Phone number
• OTP confirmation
• Identification details where necessary

Delivery may be completed to:

• The intended recipient
• An authorized family member
• Building reception/security personnel
• Or another person reasonably available at the delivery location

Delivery may be deemed unsuccessful if:

• The recipient is unavailable
• The address is inaccurate
• Contact information is unreachable
• Entry restrictions prevent access
• The recipient refuses delivery

In such circumstances:

• Re-delivery charges may apply
• Perishable items may not qualify for refund or replacement
• Surprise Nepal reserves the right to treat the order as completed after reasonable delivery attempts

Surprise Nepal shall not be liable for delays or non-performance caused by circumstances beyond reasonable control, including:

• Bandhas or strikes
• Political unrest
• Curfews
• Natural disasters
• Floods, landslides, earthquakes
• Severe weather
• Government restrictions
• Internet or payment system failures
• Festival congestion
• Pandemic-related disruptions

In such situations, delivery schedules may be revised without liability for consequential damages.

Where necessary, Surprise Nepal may substitute flowers, packaging materials, chocolates, or similar products with equivalent alternatives of comparable value and quality due to seasonal or market availability constraints.

Surprise Nepal may collect personal information including:

• Sender name and contact information
• Recipient name, address, and phone number
• Payment information
• IP addresses and device information
• Delivery preferences
• Transaction history
• Communication records

Such information shall be collected solely for lawful business purposes and service fulfillment.

Personal information may be used for:

• Order processing and fulfillment
• Payment verification
• Customer support
• Fraud prevention
• Delivery coordination
• Legal compliance
• Service improvement and analytics

Surprise Nepal shall not sell customer personal data to unrelated third parties.

Information may be shared only with:

• Delivery partners
• Payment service providers
• Technology service providers
• Regulatory authorities where legally required
• Law enforcement agencies pursuant to lawful requests

All third-party service providers shall be expected to maintain reasonable confidentiality and security standards.

Surprise Nepal shall maintain commercially reasonable safeguards to protect customer information against:

• Unauthorized access
• Data misuse
• Loss or destruction
• Cybersecurity threats
• Unauthorized disclosure

Security measures may include:

• Encrypted databases
• Access controls
• Password protection
• Firewalls
• Internal confidentiality protocols

Customers may request:

• Access to their personal data
• Correction of inaccurate information
• Deletion of unnecessary personal data, subject to legal retention requirements

Customers may also request deactivation of accounts or withdrawal of marketing consent.

Surprise Nepal shall process and protect personal data in accordance with:

• Individual Privacy Act, 2075
• Electronic Transactions Act, 2063
• Electronic Commerce Act, 2081
• Applicable directives issued by Nepal Rastra Bank or relevant authorities

Certain products or services offered through Surprise Nepal may be fulfilled by independent vendors, florists, bakeries, logistics providers, restaurants, photographers, decorators, or merchants.

While Surprise Nepal undertakes reasonable efforts to ensure quality and reliability, the platform shall not be deemed the manufacturer of third-party products unless expressly stated.

Product warranties, guarantees, or manufacturer claims shall remain subject to the original supplier's applicable policies and laws.

To the maximum extent permitted by Nepali law, Surprise Nepal shall not be liable for:

• Indirect or consequential losses
• Emotional distress
• Loss of profits
• Delayed surprises caused by force majeure events
• Temporary platform downtime
• Delivery delays beyond reasonable control
• Third-party banking failures
• User-provided incorrect information

In all circumstances, the aggregate liability of Surprise Nepal shall not exceed the total order value paid by the customer for the disputed transaction.

Customers are responsible for:

• Providing accurate recipient information
• Ensuring lawful use of the platform
• Avoiding fraudulent or abusive transactions
• Reviewing product descriptions and terms before purchase

Customers may submit complaints through:

• Official email support
• Customer support hotline
• Website grievance portal
• Social media customer support channels

Surprise Nepal shall endeavor to acknowledge complaints promptly and issue a decision within fifteen (15) days where reasonably practicable, consistent with applicable e-commerce regulations.

These policies and all transactions conducted through Surprise Nepal shall be governed by and construed in accordance with the laws of Nepal.

Any dispute, claim, or legal proceeding arising from use of the platform shall fall under the exclusive jurisdiction of the competent courts and authorities located in Kathmandu, Nepal.

Surprise Nepal reserves the right to amend, update or modify these policies as required to comply with:

• Nepalese laws and regulations
• Consumer protection directives
• Financial regulations
• Cybersecurity standards
• Operational requirements

Continued use of the platform after publication of revised policies shall constitute acceptance of such revisions.