Refund Policy

This policy explains when you can get your money back for a course you bought on Chiyali. It forms part of our Terms of Service.

1. When you can get a refund

A purchase is eligible for a refund when both of these are true:

1. You ask within 7 days (168 hours) of the moment you placed the order. The window is counted to the minute from the time shown on your order — not by calendar days.
2. You have completed less than 20% of the course's lessons. Completion is the number of lessons marked complete divided by the total number of lessons in the course. Exactly 20% or more is not eligible.

Eligibility is judged at the moment you make your request: completing more lessons after you ask does not change the outcome.

If one purchase includes several courses (a bundle), the rule applies to the courses in that purchase taken together.

2. What is not refundable

• Purchases outside the 7-day window, or with 20% or more of the lessons completed.
• Courses you received free, including with a 100% discount code — no money was paid.

We may still refund a purchase outside these conditions at our discretion — for example, if a course is materially different from its description, cannot be accessed because of a problem on our side, or is removed for breaking our Content Policy. Nothing in this policy limits any right you have under the consumer protection laws of Nepal.

3. How to ask for a refund

1. Open a support ticket at chiyali.com/support/new (choose "Billing & Payments"), or email support@chiyali.com from the email address on your account.
2. Include the course name and your purchase reference (shown on your purchase history), and tell us briefly why. A reason is not required for an eligible refund; it helps us improve.
3. We check eligibility against the time of your order and your lesson progress, and reply to confirm the outcome.

4. How the money comes back

• Refunds go back through the same payment method you used — to the same eSewa or Khalti account, or through Fonepay to the same bank account. We cannot refund to a different account, in cash, or as store credit.
• The amount refunded is what you actually paid, after any discount.
• Once a refund is approved, your access to the course ends and any certificate for it may be revoked.
• After we issue the refund, the payment provider decides how long it takes to reach you.

5. Charged but no access?

That is not a refund request — it is a payment we still need to confirm. Payments are normally confirmed within a few minutes, even if you closed the payment page early. If your course has not appeared after that, open a support ticket with your purchase reference and we will check the payment directly with the payment provider.

6. Contact

Questions about refunds: support@chiyali.com. See also our contact page.