Refund & Billing Policy

Last Updated: October 30, 2025

1. Introduction

This policy applies to all billing, payment, and refund transactions for Niriv services, including:

• Niriv Advertising campaigns
• Niriv Pay wallet deposits and transactions
• Premium features and subscriptions
• Any other paid services offered by Niriv

2. Payment Methods

We accept the following payment methods:

Digital Wallets

• eSewa: Nepal's leading digital wallet
• Khalti: Popular mobile payment platform
• Niriv Pay: Our integrated wallet system (coming soon)

Bank Transfer

• Direct bank transfer for large campaigns (NPR 10,000+)
• Required for enterprise clients
• Processing time: 2-3 business days

Credit/Debit Cards

• International cards via secure gateway
• Additional processing fees may apply

3. Billing for Niriv Advertising

Wallet System

Niriv Advertising operates on a prepaid wallet system:

• You must add funds to your Niriv Advertising wallet before launching campaigns
• Minimum wallet balance: NPR 500
• Auto-pause feature: Campaigns pause automatically when wallet balance reaches NPR 0

Billing Models

• CPC (Cost Per Click): Charged only when users click on your feed card ads
• CPM (Cost Per 1,000 Impressions): Charged based on number of times banner ads are displayed

Billing Frequency

• Charges are deducted from your wallet in real-time
• Daily budgets are charged as impressions/clicks occur
• Total campaign budget is reserved but only charged for actual performance

4. When Refunds Are Issued

Automatic Refunds

• Technical Errors: If a Niriv system failure prevents your ads from running for 24+ hours
• Pre-Launch Rejection: If your ad is rejected and cannot be resubmitted (refund of full campaign budget)
• Cancelled Campaigns: Full refund if cancelled within 24 hours of approval before any impressions are served

Partial Refunds

• Campaign Paused: If Niriv pauses your campaign due to policy violations before significant spend (refund of unused budget)
• Technical Issues: If ads fail to serve due to technical problems after some impressions (prorated refund)
• Advertiser Request: For exceptional circumstances, evaluated on a case-by-case basis

5. When Refunds Are NOT Issued

• Poor Performance: Low click-through rates, impressions, or conversions are not grounds for refund
• Ad Spend: Once impressions or clicks are served and charged, no refunds
• Advertiser Errors: Incorrect targeting, budget settings, or campaign configuration
• Market Conditions: Changes in user behavior, competition, or market trends
• Changed Mind: Deciding not to run the campaign after approval
• Policy Violations: Ads rejected or paused due to advertiser's violation of our Advertising Policy
• Landing Page Issues: Your website being down, broken links, or poor user experience

6. Refund Processing

How to Request a Refund

1. Go to your Niriv Advertising dashboard
2. Navigate to "Billing" or "Refund Request" section
3. Select the campaign or transaction
4. Explain the reason for refund request
5. Submit the request

Processing Time

• Review Period: 3-5 business days to review the request
• Approved Refunds: Processed within 5-7 business days
• Payment Method: Refunds are returned to the original payment method used
• Bank Transfers: May take additional 2-3 business days to reflect in your account

7. Wallet Balance & Account Credits

Unused Balance

If you have unused funds in your Niriv Advertising wallet:

• You can request a withdrawal at any time
• Minimum withdrawal amount: NPR 500
• Processing fee may apply for withdrawals below NPR 1,000
• Withdrawal requests are processed within 7-10 business days

Inactive Accounts

• If your account remains inactive for 180 days with a wallet balance, we may contact you
• You have the right to withdraw funds or reactivate your account
• No automatic fee deduction for inactive accounts

8. Invoice & Receipts

Automatic Invoicing

• Digital invoices are generated for all transactions
• Available for download in your dashboard
• Includes transaction ID, date, amount, and service details

Enterprise Clients

• Formal invoices can be requested for accounting purposes
• Include your business registration details when placing orders
• Monthly consolidated invoices available for enterprise accounts

Tax Information

All invoices include applicable taxes (VAT, service charges) as per Nepal government regulations.

9. Dispute Resolution

Billing Disputes

If you believe you were charged incorrectly:

1. Check your dashboard for detailed transaction history
2. Review campaign analytics for impression/click data
3. Contact our billing support with transaction ID and details
4. We will investigate and respond within 5 business days

Escalation

If you're unsatisfied with our response:

• You may escalate to our senior billing team
• Provide all supporting documentation
• We aim to resolve all disputes fairly and transparently

10. Recurring Billing & Subscriptions

For premium features or subscription services:

• Auto-renewal can be enabled or disabled from your account settings
• You will be notified before each renewal
• You can cancel anytime, but refunds are not issued for partial months
• Cancelled subscriptions remain active until the end of the paid period

11. Failed Payments

Common Causes

• Insufficient wallet balance (eSewa, Khalti)
• Bank account issues
• Network or technical problems during payment

What Happens

• Failed transactions are logged but not charged
• Your campaign will not launch until payment is successful
• You can retry payment immediately

12. Currency & Exchange Rates

• All prices are displayed in Nepali Rupees (NPR)
• For international payments, exchange rates are based on prevailing market rates
• Refunds are processed in the same currency as the original payment
• Exchange rate fluctuations are at the customer's risk

13. Modifications to This Policy

We reserve the right to modify this Refund & Billing Policy at any time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Communicated to active advertisers via email
• Effective immediately or as specified in the notice

14. Contact Information

For billing questions or refund requests, contact us:

Email: billing@niriv.com

Hours: Sunday - Friday, 9 AM - 6 PM NPT

Address: Biratchowk, Sundarharaincha-10, Province 1, Nepal