Payments & Refunds

• The wallet is a prepaid NPR balance held for you to spend on the Platform. It is not a bank account or deposit, and it pays no interest.
• Minimum top-up NPR 100. Maximum NPR 100,000 per request. We may apply lower limits until a first deposit is verified.
• The wallet cannot be used to send money to another user.

• Send the money using eSewa, Khalti, IME Pay, ConnectIPS, mobile/internet banking, bank deposit, or cash at our counter.
• Submit the top-up form in the app with the exact amount, the method, and the transaction / voucher reference. Attaching a screenshot speeds up verification.
• We verify the deposit against the payment record and credit your wallet. Typical time is a few hours on working days (Sunday to Friday, Nepal Time); bank transfers made after banking hours or on public holidays are credited the next working day.
• If the reference cannot be matched, we reject the request and tell you why. Nothing is credited and nothing is taken from you by us — the money stays with your payment provider, where you can raise a claim.

• Doctor consultation fee — set by the doctor and shown before you confirm the booking.
• Medicine — priced by the pharmacy, shown per item with total before you confirm the order.
• Courier fee — quoted by the pharmacy or courier before you accept delivery; you may always choose pickup instead.
• All amounts shown include applicable Nepali taxes where the provider is registered for them. The pharmacy, doctor or hospital issues the tax invoice, since they are the seller or service provider of record.

• Appointments — cancel free of charge until 2 hours before the slot; the consultation fee returns to your wallet automatically. Cancelling later, or not attending, may be charged in full by the doctor.
• If the doctor declines or does not attend, the fee is returned to your wallet in full, automatically.
• Medicine orders — you can cancel while the status is pending, accepted, preparing or ready. Any amount already paid returns to your wallet immediately and automatically.
• Once an order is in transit or delivered, it cannot be cancelled; use the return route in clause 5 instead.
• If a pharmacy rejects the order or a courier cannot complete delivery, the full amount including the courier fee returns to your wallet.

Check the package, batch, expiry date and bill at the moment of handover. Report any wrong, damaged, expired or short-supplied item within 24 hours of delivery or pickup through the order screen, with a photo where possible.

• Verified cases are replaced or refunded to your wallet in full, including the courier fee, in line with the Consumer Protection Act 2075 BS.
• For safety and legal reasons, correctly supplied medicine that has left the pharmacy cannot be returned for a change of mind — this reflects the Drug Act 2035 BS and its rules on the medicine supply chain.
• Suspected substandard or counterfeit medicine is reported by us to the pharmacy and, where warranted, to the Department of Drug Administration.

• Refunds are returned to your eDawae wallet by default, and are visible immediately in Wallet activity.
• To withdraw an unspent, verified balance to your own bank account or wallet, request it from the Wallet screen or write to support@edawae.com. We pay out to an account in your own name only.
• Withdrawals are processed within 7 working days of verification. Bank charges levied by your bank or payment provider, if any, are deducted from the amount.
• We may hold a withdrawal while an anti-money-laundering or fraud check is completed under the Asset (Money) Laundering Prevention Act 2064 BS.
• Promotional credit, if any is ever granted, is not withdrawable and expires as stated at the time it is granted.

If money left your account but your wallet was not credited, submit the top-up form with the reference and we will trace it. Duplicate deposits are either credited once and refunded once, or credited fully, at your choice. Do not create multiple accounts to resolve a payment issue.

Wallet top-up and wallet payment are free for patients. Your payment provider may charge its own transaction fee. Any platform service fee charged to professionals is set out in their separate onboarding agreement and never taken from a patient's wallet without disclosure at the time of payment.

Raise payment disputes at support@edawae.com within 35 days of the transaction. We acknowledge within 3 working days and aim to resolve within 15 days. Unresolved disputes follow clause 14 of the Terms & Conditions, and you keep your right to complain to the Department of Commerce, Supplies and Consumer Protection.