Learn how to buy products on Go Dokan, from browsing to checkout and order tracking.

How to Buy

This guide is for customers buying through Go Dokan. Vendors should use the Vendor Guide for onboarding, product listings, Cart Inquiry responses, order fulfilment, and settlements.

Go Dokan uses an Inquiry-Based Checkout System. Browse products, add the items you want, and submit a Cart Inquiry. Go Dokan and the vendor check availability, quantity, price, and delivery possibility. Review the final confirmed details and pay only after confirmation.

Before submitting an inquiry, check product specifications, compatibility, quantity, warranty, return conditions, and delivery details. Keep your contact number and delivery address current so the vendor and delivery provider can reach you.

If an item is unavailable, you may be asked to remove it, choose an alternative, or continue with the available items. A submitted inquiry is not yet a confirmed order.

For order status, payment, delivery, cancellation, and return details, continue with this buyer guide or see Orders, Payments, and Shipping.

Buyer Responsibilities

As a Buyer, you are responsible for providing accurate information and using Go Dokan responsibly.

You should:

Provide accurate personal or business information.
Provide correct billing and delivery details.
Keep your account secure.
Use only authorized payment methods.
Review product information before ordering.
Make payments on time where a Credit Order applies.
Check products when they are delivered.
Report problems through the appropriate Go Dokan support or complaint process.

Business Buyers should provide accurate business, billing, PAN/VAT, and representative information where requested.

Who Sells the Product?

Go Dokan operates as an intermediary electronic-commerce marketplace.

Products listed on Go Dokan are supplied by independent Vendors.

The Vendor is generally responsible for:

Owning or lawfully controlling the Product.
Setting the Product offer.
Supplying the Product.
Issuing the Product or tax invoice.
Product description and specifications.
Product quality and safety.
Warranty commitments where applicable.

Go Dokan operates the Platform and facilitates:

Orders.
Payments.
Delivery coordination.
Customer support.
Returns and refunds.
Grievance handling.

Go Dokan remains responsible for its own duties as an intermediary marketplace.

Product Information You Should Check

Before placing an Order, review the available product information carefully.

Depending on the Product, the listing may include:

Product name
Description
Images
Specifications
Brand
Quantity or weight
Final selling price
Applicable taxes
Delivery charges
Expected delivery time
Payment options
Warranty or guarantee
Manufacturer or supplier
Country of origin for imported goods
Post-sale conditions
Returnability
Cancellation conditions
Manufacture or expiry date where relevant

If important information is unclear, contact Go Dokan support before placing the Order.

Taxes and Delivery Charges

The final checkout amount should show applicable taxes and disclosed charges.

Always review the final amount before confirming your Order.

If a genuine listing, pricing, tax, or stock error is discovered, Go Dokan or the Vendor may reject or cancel the affected Order.

If payment has already been received, the applicable amount will be refunded according to the relevant process.

Order Acceptance

Placing an Order does not necessarily mean that the sale has already been accepted.

The general process is:

You submit an Order.
Go Dokan provides an electronic acknowledgement.
Go Dokan and the Vendor verify availability, compliance, serviceability, and payment status.
The Order is accepted when the Platform communicates acceptance or the Vendor dispatches the Product, whichever happens first.
The Vendor supplies the Product and issues the applicable Product or tax invoice.

Bulk, customized, or specially procured Orders may have additional terms that must be accepted before confirmation.

Electronic Order Records

Go Dokan may retain electronic records relating to your transaction.

These may include:

Order information
Invoice information
Payment records
Credit Terms
Acceptance records
Delivery information
Complaints
Relevant communications

These records may be retained for lawful business, tax, security, and dispute-resolution purposes.

Payment Safety

Pay only through the electronic payment method displayed at checkout and approved by Go Dokan.

Depending on the available payment options, this may include an approved:

Bank
Wallet
Payment gateway

Do not:

Pay a Vendor in cash unless specifically authorized through the Platform.
Transfer money to an undisclosed account.
Give your OTP to a Vendor.
Give your OTP to a courier.
Share your PIN.
Share complete payment credentials with another person.

Go Dokan support will not require you to disclose your OTP or payment PIN.

What If Payment Succeeds but the Order Fails?

If your payment succeeds but the Order cannot be completed:

Go Dokan will reconcile the transaction.
The Order may be completed where possible.
If the Order cannot be completed, the applicable amount will be refunded.

Bank, wallet, or payment-gateway processing times may affect when the refunded amount appears in your account.

Vendor-Funded Credit Orders

Some selected Vendors may offer an optional interest-free deferred-payment or instalment facility.

A Credit Order is available only when:

The Vendor has been approved for the facility.
The Product and Buyer are eligible.
The Platform identifies the Credit facility.
The applicable Credit Terms are displayed.
The Buyer electronically accepts the Credit Terms before Order confirmation.

Go Dokan is not the lender or creditor.

The Vendor is the creditor and is responsible for approving or rejecting the credit request, setting the credit limit, and managing the receivable.

What Credit Terms Should Show

Before accepting a Credit Order, review the displayed Credit Terms.

They should disclose relevant information such as:

Cash price
Deposit, if any
Financed balance
Instalment amount
Instalment due dates
Total amount payable
Consequences of late or non-payment
Approved repayment channel
Cancellation, return, and refund treatment
Grievance contact
Relevant data use

Do not accept a Credit Order without reviewing these terms.

Credit Order Repayments

Repayments for a Credit Order must be made through the electronic channel displayed for that Credit Order.

Payment processing by Go Dokan or an approved provider does not make Go Dokan responsible for the Buyer's debt.

If a Credit Order is cancelled, returned, or refunded as permitted by the applicable policy, the outstanding Credit Order balance is reduced or cancelled first.

If you have already paid more than the remaining balance, the applicable excess amount is refunded through an approved electronic method.

Credit Information and Privacy

For an approved Credit Order, certain information may be shared with the Vendor when necessary to assess or administer the Credit Order.

This information should be used only for the disclosed purpose and with the required consent.

Vendors must not use Buyer information for unrelated:

Marketing
Resale
Profiling
Off-Platform collection

See the Privacy Policy for more information.

Delivery Coverage

Go Dokan delivery is available nationwide within Nepal, subject to:

Product restrictions
Courier serviceability
Location
Other applicable operational conditions

Delivery may be performed by Go Delivery or approved courier partners.

Real-time tracking is provided where supported by the assigned delivery network.

Expected Delivery Time

Kathmandu

Standard delivery within Kathmandu is free and is expected within up to 48 hours after Order confirmation, unless a different estimate is clearly disclosed.

Outside Kathmandu

Delivery outside Kathmandu is generally expected within approximately 2–7 business days after Order confirmation, unless the Product listing or checkout provides a different estimate.

Delivery estimates may change because of circumstances such as:

Remote locations
Holidays
Weather
Strikes
Regulatory checks
Force majeure
Other disclosed operational constraints

See Shipping for more information.

Providing a Delivery Address

Before confirming your Order, make sure your delivery information is complete and accurate.

You should provide:

Correct delivery address
Appropriate contact information
An available recipient where required

An incomplete address or unavailable recipient may cause delivery delays.

Cancelling an Order

You may request cancellation before dispatch through:

Your account
Go Dokan support
Another cancellation facility provided on the Platform

After dispatch, the applicable Return, Refund and Exchange Policy normally applies.

Go Dokan or a Vendor may also cancel an Order for lawful reasons, including:

Verified stock error
Pricing error
Failed payment
Fraud risk
Duplicate Order
Prohibited Product
Licensing concern
Unsafe Product
Delivery impossibility

The applicable Cancellation Policy provides the detailed process.

Returns

The standard return-request window is seven days from delivery, subject to:

Category-specific conditions
Product-specific terms disclosed before purchase
Mandatory rights under applicable law

A Product that does not conform to its displayed description may be eligible for return without use or damage, subject to the applicable policy and law.

Wrong, damaged, defective, missing, expired, or materially different Products are handled under the Return, Refund and Exchange Policy.

Evidence for Returns and Complaints

Go Dokan may request reasonable evidence when investigating a return, refund, or product complaint.

Depending on the issue, this may include:

Order information
Product photographs
Packaging photographs
Delivery information
Payment information
Other relevant evidence

Keep the Product and packaging in an appropriate condition until the issue has been reviewed where possible.

Vendor Responsibility for Product Problems

Where a problem is attributable to Vendor fault, the Vendor is responsible for applicable costs and settlement adjustments.

This may include issues involving:

Defective Products
Incorrect Products
Misdescription
Counterfeit Products
Negligent packaging

Mandatory Buyer and consumer rights are not removed by a non-returnable exception.

Warranty

Warranty coverage depends on the specific Product and Vendor.

A commercial warranty applies only where the Product listing or invoice expressly provides relevant warranty information, such as:

Warranty provider
Warranty period
Warranty scope
Warranty conditions

The manufacturer or Vendor is primarily responsible for a promised warranty.

Go Dokan facilitates warranty claims and performs its applicable duties.

See the Warranty Policy.

Product Authenticity and Prohibited Products

Go Dokan does not permit the listing or sale of Products that are:

Counterfeit
Stolen
Illegal
Unsafe
Unauthorized
Infringing
Otherwise prohibited

Go Dokan may take appropriate action where prohibited Products are identified, including:

Verification
Delisting
Suspension
Recall
Preservation of evidence
Holding an affected settlement
Reporting to a competent authority where lawful and appropriate

If you believe a Product is prohibited or suspicious, report it through the appropriate Go Dokan support channel.

Reviews Must Reflect Genuine Experience

When leaving a review or rating, provide your genuine experience.

Do not:

Create fake reviews.
Manipulate ratings.
Submit abusive content.
Submit unlawful content.
Submit content that infringes another person's rights.

Go Dokan may moderate content according to its published rules.

A genuine complaint is not removed merely because it is negative.

Buyer Communication

Go Dokan may send transactional communications through:

Email
SMS
Phone
Messaging services
Platform notifications

These communications may relate to:

Orders
Payments
Delivery
Returns
Support
Account activity
Other transactions

Marketing preferences and opt-out choices are governed by the Privacy Policy.

Buyer Account Suspension

Go Dokan may restrict or suspend access where reasonably necessary because of matters such as:

Fraud
Security risks
False information
Unauthorized credit charges or collection conduct
Repeated failed deliveries
Abusive conduct
Legal processes
Material breach of applicable terms

Where practicable, Go Dokan will provide the reason and a review channel.

Complaint Handling

If you have a complaint, you may submit it:

Electronically
In writing
In person

Go Dokan will register the complaint and provide an acknowledgement or Complaint ID.

Go Dokan will investigate the complaint and issue a written decision or reasoned response within 15 days of receipt, subject to any shorter mandatory period.

For escalation and detailed procedures, see the Complaint Handling Policy.

Buyer Support and Grievance Contact

For buyer support:

Email: support@godokan.com
Phone: +977 9852002011 / +977 9852002009

Office:
Kathmandu Metropolitan City-23, Dharmapath, Kathmandu, Nepal

Grievance Officer

Operations Supervisor
Email: gunaso@godokan.com
Phone: +977 9852002007 / +977 9852002011

Buyer's Quick Checklist

Before placing an Order:

Before accepting a Credit Order:

Cash price checked.
Deposit checked, if applicable.
Instalment amount checked.
Due dates checked.
Total payable checked.
Late/non-payment consequences checked.
Repayment channel checked.
Cancellation/return/refund terms checked.
Credit Terms accepted only after review.

Buyer Terms & Conditions

Go Dokan Private Limited
FINAL MASTER • PUBLIC / CONTRACTUAL DOCUMENT

Document owner: Operations, Legal & Compliance
Version: 1.1
Effective date: 23 August 2026
Applies to: All Buyers and users of the Go Dokan Platform

Corporate Disclosure

Go Dokan Private Limited is registered with the Office of Company Registrar, Nepal.

Registration No.: 385549/82/83
PAN/VAT: 623548660
Registered Office: Kathmandu Metropolitan City-23, Dharmapath, Kathmandu, Nepal
Platform: www.godokan.com

These Buyer Terms & Conditions govern access to and purchases through Go Dokan.

They allocate responsibilities among Go Dokan, independent Vendors, and Buyers while preserving every mandatory right and remedy available under Nepal law.

1. Definitions and Interpretation

For these Terms:

Buyer means a person, firm, company, institution, or authorized representative that uses the Platform or purchases a Product.

Vendor means the independent seller that lists and supplies a Product.

Platform means the website, applications, seller/buyer portals, and related electronic systems operated by Go Dokan.

Product includes goods and, where applicable, services offered through the Platform.

Order means a request submitted by a Buyer through the Platform.

Credit Order means an Order for which a Vendor has approved deferred payment or instalments under the optional Vendor-Funded Credit Facility.

Credit Terms means the order-specific credit terms separately accepted by the Buyer and the Vendor.

References to a law include amendments and replacements.

If a Buyer qualifies as a consumer, mandatory consumer rights prevail over any inconsistent term.

Headings are provided for navigation and do not limit the meaning of any clause.

2. Acceptance, Eligibility and Electronic Contract

By creating an account, placing an Order, selecting an acceptance checkbox, using an OTP, or otherwise using the Platform after these Terms are displayed, the Buyer confirms that the Buyer has read and accepted these Terms and the policies incorporated by reference.

Electronic acceptance and transaction records may be retained as evidence.

A Buyer must:

Be at least 18 years old and legally capable of contracting; or
Act through an authorized representative.

Business Buyers must provide accurate business, billing, PAN/VAT, and representative information where requested.

The Buyer is responsible for:

Account security.
Authorized users.
Promptly notifying Go Dokan of suspected misuse.

3. Marketplace Role and Seller of Record

Go Dokan is an intermediary electronic-commerce marketplace.

Go Dokan does not currently purchase, own, or resell Vendor inventory.

The independent Vendor is the seller of record and:

Owns or lawfully controls the Product.
Sets the Product offer.
Supplies the Product.
Issues the Product or tax invoice to the Buyer.

Go Dokan:

Operates the Platform.
Facilitates Orders and payments.
Coordinates delivery.
Provides customer support.
Administers returns and refunds.
Administers grievances.

Go Dokan remains responsible for its own duties under applicable law and will not refuse to address a complaint merely because a Vendor manufactured, imported, or supplied the Product.

4. Accounts and Acceptable Use

Buyers must:

Provide true, current, and complete information.
Update information promptly when it changes.
Protect their account credentials.
Use the Platform lawfully.

Buyers must not:

Impersonate another person.
Create a false account.
Submit fraudulent Orders.
Misuse promotions.
Interfere with Platform security.
Scrape restricted data.
Introduce malicious code.
Evade access controls.
Use the Platform unlawfully.
Solicit an off-Platform transaction to evade Platform rules, charges, or protections.

5. Product Information, Pricing and Availability

Product information is supplied primarily by Vendors and reviewed or moderated by Go Dokan.

Each listing should disclose, where applicable:

Product name and description.
Images and specifications.
Brand.
Quantity or weight.
Final selling price including applicable tax.
Additional delivery charges.
Use and safety precautions.
Expected delivery time.
Payment options.
Warranty or guarantee.
Manufacturer or supplier.
Country of origin for imported goods.
Post-sale conditions.
Returnability.
Cancellation conditions.
Manufacture or expiry dates where relevant.

Prices and availability may change before Order acceptance.

The final checkout amount will show applicable taxes and disclosed charges.

If a genuine listing, pricing, tax, or stock error is discovered, Go Dokan or the Vendor may reject or cancel the affected Order.

Where an amount has already been received, the applicable amount will be refunded.

6. Orders and Formation of Sale

The general Order process is:

The Buyer submits an Order and receives an electronic acknowledgement.
The Vendor and Go Dokan verify availability, compliance, serviceability, and cleared-payment or approved Credit Order status.
The Order is accepted when the Platform communicates acceptance or the Vendor dispatches the Product, whichever occurs first.
The Vendor supplies the Product and issues the Product or tax invoice.
Go Dokan or its approved partner issues or facilitates the payment receipt and keeps the transaction record.

Bulk, customized, or specially procured Orders may be subject to additional terms clearly disclosed and accepted before confirmation.

7. Payment

The Buyer must pay only through an electronic method displayed at checkout and approved by Go Dokan.

This may include an approved:

Bank
Wallet
Payment gateway

unless the Vendor has approved a Credit Order under the Vendor-Funded Credit Facility.

The Buyer must not:

Pay a Vendor or courier in cash.
Transfer funds to an undisclosed account.
Disclose a PIN to a Vendor, courier, or unauthorized person.
Disclose an OTP to a Vendor, courier, or unauthorized person.
Disclose full payment credentials to an unauthorized person.

If payment succeeds but the Order fails, Go Dokan will reconcile the transaction and arrange completion or refund.

Bank, wallet, or payment gateway processing times may apply.

8. Optional Vendor-Funded Credit Facility

A Vendor may, with Go Dokan's prior approval, offer an optional interest-free deferred-payment or instalment facility for selected Buyers and Products.

The facility:

Is not generally available.
Applies only when the Platform identifies the Vendor.
Requires the applicable Credit Terms to be displayed.
Requires the Buyer's express electronic acceptance before Order confirmation.

Role of the Vendor

The Vendor is the sole creditor and:

Approves or rejects the request.
Sets the credit limit.
Sets due dates.
Owns the receivable.
Bears the risk of non-payment.

Go Dokan provides marketplace technology and administrative support only.

Go Dokan is not:

The lender.
The financier.
The surety.
The guarantor.

Go Dokan does not promise payment to the Vendor.

Credit Terms

Before acceptance, the Credit Terms must disclose:

Cash price.
Deposit, if any.
Financed balance.
Instalment amounts.
Due dates.
Total payable.
Consequences of late or non-payment.
Approved repayment channel.
Cancellation, return, and refund treatment.
Grievance contact.
Relevant data use.

No interest, finance charge, late fee, penalty, or similar credit charge may be imposed unless the Vendor first demonstrates the necessary legal authority and Go Dokan expressly approves the compliant written process.

The initial Go Dokan facility is interest-free unless the Platform clearly states otherwise after such approval.

Credit Repayments

Repayments must be made only through the electronic channel displayed for the Credit Order.

Payment processing by Go Dokan or an approved provider does not transfer the Vendor's receivable or make Go Dokan responsible for the Buyer's debt.

An approved cancellation, return, or refund:

Reduces or cancels the outstanding Credit Order balance first.
Any excess amount already paid is refunded through an approved electronic method.

Product, warranty, and mandatory consumer rights remain unchanged.

Credit Information

Credit-related information may be shared with the Vendor only to assess and administer the Credit Order for the disclosed purpose and with the required consent.

The Buyer may raise Product, payment, or credit-administration complaints through Go Dokan's grievance channel.

9. Delivery

Go Dokan provides nationwide service coverage within Nepal, subject to:

Product restrictions.
Courier serviceability.
Other applicable operational conditions.

Kathmandu

Standard delivery within Kathmandu is free and expected within up to 48 hours after Order confirmation, unless a different estimate is clearly disclosed.

Outside Kathmandu

Expected delivery outside Kathmandu is approximately 2–7 business days after Order confirmation, unless the listing or checkout states otherwise.

Delivery may be performed by:

Go Delivery.
Approved courier partners.

Real-time tracking is provided where supported by the assigned network.

The Buyer must provide:

A complete delivery address.
An available recipient.

Delivery estimates may change because of:

Remote locations.
Holidays.
Weather.
Strikes.
Regulatory checks.
Force majeure.
Other disclosed operational constraints.

The Shipping & Delivery Policy forms part of these Terms.

10. Cancellation

A Buyer may request cancellation before dispatch through:

The account.
Go Dokan support.
Another facility shown on the Platform.

After dispatch, the Return, Refund and Exchange Policy normally applies.

Go Dokan or a Vendor may cancel an Order for:

Verified stock error.
Pricing error.
Failed payment.
Fraud risk.
Duplicate Order.
Prohibited Product.
Licensing concern.
Unsafe Product.
Delivery impossibility.
Other lawful reason.

The Cancellation Policy provides the detailed process.

11. Returns, Exchanges and Refunds

The standard return-request window is seven days from delivery, subject to:

Category-specific terms disclosed before purchase.
Mandatory rights under applicable law.

A Product that does not conform to its displayed description may be returned without use or damage.

Applicable exchange or refund rights will be honored.

Wrong, damaged, defective, missing, expired, or materially different Products are handled under the Return, Refund and Exchange Policy.

Go Dokan may request reasonable evidence and coordinate inspection.

The Vendor bears costs and settlement adjustments attributable to Vendor fault, including:

Defect.
Incorrect supply.
Misdescription.
Counterfeit Product.
Negligent packaging.

Any lawful non-returnable exception will be disclosed and will not remove a mandatory remedy.

12. Warranty and After-Sales Service

Warranty is Product- and Vendor-specific.

No commercial warranty applies unless the Product listing or invoice expressly states:

Warranty provider.
Warranty period.
Warranty scope.
Warranty conditions.

The relevant manufacturer or Vendor is primarily responsible for the promised warranty.

Go Dokan facilitates warranty claims and performs its applicable statutory duties.

The Warranty Policy forms part of these Terms.

13. Authenticity, Restricted Goods and Intellectual Property

The following Products may not be listed or sold:

Counterfeit Products.
Stolen Products.
Illegal Products.
Unsafe Products.
Unauthorized Products.
Infringing Products.
Otherwise prohibited Products.

Go Dokan may:

Verify Products.
Suspend listings.
Delist Products.
Recall Products.
Preserve evidence.
Hold an affected settlement.
Report a matter to a competent authority where lawful and appropriate.

Go Dokan and its licensors own or lawfully use the Platform, branding, software, and original content.

Vendor content remains subject to the Vendor's rights and licence to Go Dokan.

Users may not copy, exploit, or interfere with protected content except for ordinary Platform use or as permitted by law.

Rights-holder complaints are handled under the Intellectual Property Policy.

14. Reviews and Communications

Reviews must reflect genuine experience.

Reviews may not be:

Fabricated.
Manipulated.
Abusive.
Unlawful.
Infringing.

Go Dokan may moderate content under published rules.

Go Dokan will not remove a genuine complaint merely because it is negative.

Transactional messages may be sent through:

Email.
SMS.
Phone.
Messaging services.
Platform notifications.

Marketing preferences and opt-out choices are governed by the Privacy Policy.

15. Privacy and Electronic Records

Personal and business information is handled under the Privacy Policy.

Vendors receive only information reasonably needed for fulfilment.

For an approved Credit Order, Vendors may receive the disclosed information needed to assess and administer that credit with the required consent.

Vendors may not use Buyer information for unrelated:

Marketing.
Resale.
Profiling.
Off-Platform collection.

Go Dokan may retain:

Order records.
Invoice records.
Payment records.
Credit Terms.
Acceptance records.
Delivery records.
Complaint records.
Communication records.

Records may be retained for lawful business, tax, security, and dispute purposes.

16. Suspension and Termination

Go Dokan may restrict or suspend Platform access, or disable the credit feature, where reasonably necessary to address:

Fraud.
Security risk.
False information.
Unauthorized credit charges or collection conduct.
Repeated failed deliveries.
Abusive conduct.
Legal process.
Material breach.

Where practicable, Go Dokan will provide the reason and a review channel.

Termination does not affect accrued:

Payment obligations.
Credit obligations.
Refund rights.
Warranty rights.
Confidentiality obligations.
Record-retention obligations.
Dispute obligations.

17. Liability Allocation

The Vendor remains primarily responsible for:

Product title.
Product legality.
Product authenticity.
Product description.
Product quality.
Product safety.
Tax invoice.
Warranty.
Vendor conduct.

Go Dokan remains responsible for operation of the marketplace and the duties imposed on an intermediary business entity.

Neither party excludes liability that cannot lawfully be excluded.

To the extent permitted by law, Go Dokan is not liable for indirect or consequential commercial loss arising solely from:

A Vendor's Product.
An external service outage.

This does not limit a Buyer's right to a remedy for:

Non-conforming Products.
Defective Products.
Delayed Products.
Unlawfully supplied Products.

It also does not limit liability caused by Go Dokan's:

Fraud.
Willful misconduct.
Gross negligence.
Breach of a mandatory duty.

18. Force Majeure

A party is not liable for delay caused by an event beyond reasonable control, including:

Natural disaster.
Epidemic.
Strike.
Government restriction.
Network failure.
Major logistics disruption.

The affected party must take reasonable steps to mitigate the impact and communicate material delays.

Force majeure does not excuse:

Payment already due.
Confidentiality obligations.
Mandatory remedies.

19. Changes to These Terms

Go Dokan may update these Terms for:

Legal reasons.
Security reasons.
Operational reasons.

The current version and effective date will be displayed.

Material changes will be notified where reasonably practicable.

Archived versions will be retained.

A change will not retroactively remove an accrued right without lawful basis.

20. Complaints, Governing Law and Disputes

Complaints may be submitted:

Electronically.
In writing.
In person.

Go Dokan will:

Register the complaint.
Provide an acknowledgement or Complaint ID.
Investigate the complaint.
Issue a written decision or reasoned response within 15 days of receipt, subject to any shorter mandatory period.

The Complaint Handling Policy explains the escalation process.

These Terms are governed by the laws of Nepal, including:

Electronic Commerce Act, 2081 (2025).
Applicable consumer law.
Applicable privacy law.
Applicable electronic-transactions law.

Parties should first use Go Dokan's grievance process and good-faith negotiation.

Unresolved disputes are subject to the competent courts and authorities of Nepal.

Kathmandu courts will have jurisdiction where legally permitted.

21. Entire Framework and Severability

These Terms, together with the following documents, form the contractual framework:

Privacy Policy.
Return, Refund and Exchange Policy.
Shipping & Delivery Policy.
Cancellation Policy.
Warranty Policy.
Prohibited Products Policy.
Intellectual Property Policy.
Complaint Handling Policy.
Order-specific disclosures.

If a provision is invalid, it will be limited or severed to the minimum extent necessary.

The remaining provisions will continue.

22. Contact and Notices

Phone:
+977 9852002007
+977 9852002011

Document information: Go Dokan Private Limited — Buyer Terms & Conditions, Version 1.1, effective 23 August 2026.

Important: These Buyer Terms & Conditions are the contractual document supplied by Go Dokan Private Limited. Where applicable law provides mandatory rights or remedies, those rights and remedies continue to apply.

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