Legal
Refund Policy
How refunds work at Softzen Nepal for digital products and subscriptions. Please read this before ordering.
In short
- Digital products are non-refundable once purchased — this is the universal rule for digital goods.
- You can still request a refund. Our team reviews every request and checks whether it is possible from our side.
- Items are supplied through different vendors, so we must go through them. If they do not allow a refund, the refund will not be given.
- When a refund is approved by our team, it can take up to 7 working days to go back to your account.
- Whatever the outcome, we tell you honestly — and we always fix or replace a product that stops working inside your plan.
1. Digital products are non-refundable
Softzen Nepal sells digital products and subscriptions — accounts, credits, keys, activations and online services. These items are delivered instantly and cannot be returned, so the universal rule that applies everywhere in the world also applies here: once a digital product is purchased, there is no automatic refund.
This applies whether the plan is one month, one year, or any other duration, and whether or not the item has been used. It is the standard condition of sale for every digital store, and by placing an order you accept it.
2. You can always request a refund
No refund is automatic, but a request is never ignored. If something is wrong or you can no longer use the product, contact us and our team will review your case and see whether a refund is possible from our side.
Tell us your order number (for example SZ33705671 or invoice SZ-26-00068), the product and plan, and what went wrong. Honest, clear details are what make a review possible — we cannot help with vague requests.
3. Why some refunds are not possible
Most of what we sell reaches you through different vendors and suppliers — the platform behind the subscription, the account provider, or the credit seller. When you ask for a refund, we have to go through that vendor first and ask whether they will release the amount back.
If the vendor confirms a refund, we process it to you as soon as the money reaches us. If the vendor does not allow it, the refund cannot be given — that decision is not in our hands, and no one at Softzen can override it. We will always tell you plainly which answer we received and why.
4. What we always do
Even when a refund is not possible, you are never left with nothing. If the product stops working inside your plan period, we replace it or renew it so you get what you paid for.
If we could not deliver at all — nothing was activated or sent — the amount is settled with you after review. Support stays on the same WhatsApp number you ordered from, for the full duration of your plan.
5. After approval: up to 7 working days
Once our team approves a refund, the amount is sent back to the account or wallet you paid from. The transfer is not instant — it can take up to 7 working days for the money to appear on your side.
Working days are Monday to Friday, excluding public holidays in Nepal and the holidays of the payment provider you used. Weekends and holidays do not count. You will be told on WhatsApp (and by email where we have your address) the moment the refund is released, with the reference we were given.
If 7 working days have passed and the amount still has not arrived, message us with your order number — we trace it with the payment provider and tell you exactly where it stands.
6. How to make a request
Message us on WhatsApp at +977 9746652280, open a support ticket from your dashboard, or reply to the receipt email we sent you. Include the order number and a short reason.
Please do not send payment screenshots, passwords, or OTP codes. We never ask for those, and they are not needed for a review.
Need to raise a request?
Send your order number and reason on WhatsApp at +977 9746652280, or open a ticket from your dashboard — choose Refund request as the topic.
This policy applies to all orders placed on https://shop.softzennepal.com. It may be updated as vendor terms change; the version shown here is the one applied to your request.