Refund Policy

Effective date: 1 June 2026  ·  Last updated: 21 May 2026  ·  Applies to: Tour bookings made via thewondernepal.com

1. Overview

This Refund Policy applies to all tour bookings made through The Wonder Nepal marketplace platform. Because The Wonder Nepal is a marketplace — not the tour operator — refunds on booking amounts are ultimately subject to the individual guide's cancellation terms, which are displayed on each tour listing. This Policy sets out the minimum standard that all guides on the Platform must honour.

All prices are denominated in Nepali Rupees (NPR) and are GST-inclusive. Refunds are processed in NPR.

2. Eligibility for Refund

A refund may be requested in the following circumstances:

• You cancel the booking within the 7-day cancellation window described in Section 3.
• The guide cancels the tour (see Section 6).
• A force majeure event prevents the tour from proceeding (see Section 5).
• The tour delivered was materially different from the published description and the guide acknowledges the discrepancy.

Refunds will not be issued for:

• Voluntary cancellations made after the 7-day window has lapsed and outside a force majeure event.
• No-shows on the departure date where no prior cancellation was submitted.
• Partial non-completion of a tour due to traveler personal choice or physical condition, unless the guide accepts responsibility.
• Losses arising from travel disruptions not within the guide's control (e.g., flight cancellations, natural delays unrelated to the tour).

3. 7-Day Cancellation Window

Travelers who cancel a booking at least 7 full calendar days before the departure date are entitled to a full refund of the booking amount, less the Platform service fee (see Section 8). The 7-day window is measured from midnight (Nepal Standard Time, UTC+5:45) on the date of cancellation to midnight on the departure date.

Example: If your tour departs on 15 July, your cancellation must be submitted by 23:59 NST on 7 July to qualify for a full refund.

To cancel, log in to your account, navigate to your booking, and select "Request Cancellation". You will receive a confirmation email within 24 hours. Cancellations submitted via WhatsApp or email are accepted only if the self-service portal is unavailable, and must be accompanied by your booking reference number.

4. Cancellations Outside the 7-Day Window

If you cancel fewer than 7 days before departure, the following tiered refund structure applies (unless the guide's listing states more favourable terms):

• 6–4 days before departure: 50% refund of the booking total (excluding platform service fee).
• 3–1 days before departure: 25% refund of the booking total (excluding platform service fee).
• Day of departure or no-show: No refund.

Where a guide offers more generous terms on their listing page, those terms supersede this schedule. Where a guide offers more restrictive terms, they must obtain approval from The Wonder Nepal before publishing such terms; unapproved restrictive terms are not enforceable against the traveler.

5. Force Majeure

A force majeure event is an event beyond the reasonable control of either party that makes it impossible or impractical to perform the booked tour. Examples include:

• Natural disasters: earthquakes, landslides, floods, avalanches, or severe weather events that close key trekking routes or roads.
• Government-declared national emergencies, travel bans, or border closures.
• Epidemics or pandemics declared by the Government of Nepal or the World Health Organization that restrict movement in the relevant area.
• Civil unrest, strikes, or curfews that prevent safe tour operation.
• Acts of terrorism or military action in the tour region.

5.1 Traveler-initiated claim

If a traveler cannot travel due to a force majeure event affecting their origin country or the tour destination, they must notify The Wonder Nepal in writing (email or platform message) as soon as the event is declared, attaching evidence (government notice, news source, official advisory). The Wonder Nepal will assess the claim and, if accepted, arrange either a full refund or a free rebooking to a future departure date, at the traveler's choice.

5.2 Guide-initiated claim

If the tour cannot proceed due to a force majeure event at the destination, the guide must notify The Wonder Nepal and all affected travelers within 24 hours of becoming aware. Affected travelers will receive a full refund of the booking total, including the Platform service fee.

5.3 Partial force majeure

Where a force majeure event affects only part of a tour (e.g., a closed road requiring a route change), the guide must offer travelers an alternative itinerary of equivalent value. If the traveler declines the alternative and cancels, a partial refund proportional to the undelivered services will be assessed by The Wonder Nepal.

6. Guide-Initiated Cancellations

If a guide cancels a confirmed booking for any reason other than force majeure, the traveler is entitled to a full refund of the booking total including any Platform service fee. The Wonder Nepal will additionally review the guide's account and may, at its discretion, suspend or delist the guide if cancellations become a pattern.

Guides must give at least 14 days' notice of cancellation where possible. Cancellations within 7 days of departure without a qualifying force majeure reason may result in the guide's account being suspended.

7. Refund Method and Timeline

Refunds are returned to the original payment method used:

• Khalti / eSewa wallet payments: refunded to the same wallet within 5–7 business days after approval.
• QR / manual bank transfer payments: refunded to the bank account provided by the traveler within 7–10 business days after approval. The traveler is responsible for providing correct bank details.

The Wonder Nepal will process the refund within 3 business days of approving the claim. Delays due to the traveler's bank or wallet provider are outside our control.

8. Platform Commission on Refunds

The Platform service fee (charged to the guide as commission) is non-refundable to the guide when a refund is due to a guide-initiated cancellation or force majeure event in the tour region, as the Platform has already provided its matching and processing services.

For traveler-initiated cancellations within the 7-day window, The Wonder Nepal will deduct a processing fee of NPR 500 (or 2% of the booking total, whichever is lower) from the traveler's refund to cover payment gateway reversal costs.

9. Disputes

If you believe your refund request has been incorrectly assessed, you may escalate the dispute by emailing [email protected] with the subject line "Refund Dispute — [Your Booking Reference]". Include all relevant documentation. The Wonder Nepal will review the dispute and issue a final decision within 10 business days.

Unresolved disputes are subject to the governing law and jurisdiction set out in our Terms and Conditions.

10. Contact

For refund requests and enquiries:
The Wonder Nepal
Email: [email protected]
WhatsApp: [REVIEW: add WhatsApp number]

This document is a preliminary draft. Do not rely on it as legal advice.