This Policy explains how Go Dokan manages promotions, discounts, coupons, promotional campaigns and customer help and support.

This Policy forms part of the Go Dokan contractual framework together with:

Buyer Terms & Conditions
Vendor Marketplace Agreement
Advertisement Policy
Shipping & Delivery Policy
Return, Refund and Exchange Policy
Cancellation Policy
Warranty Policy
Prohibited Products Policy
Intellectual Property Policy
Complaint Handling Policy
Privacy Policy
Order-specific promotional terms

Where mandatory Nepal law provides a greater right or remedy, that law will prevail.

1. Purpose

The purpose of this Policy is to:

provide Buyers with clear and accurate promotional information;
ensure discounts and promotional offers are genuine;
explain how coupons and promotional campaigns operate;
prevent misleading or fraudulent promotional practices;
establish clear rules for Vendor-funded and Go Dokan-funded promotions;
explain promotional eligibility and limitations;
provide Buyers and Vendors with accessible help and support;
establish a clear process for complaints and promotional disputes;
protect the Go Dokan marketplace from promotional abuse and fraud.

2. Scope

This Policy applies to promotions and support services provided through or in connection with the Go Dokan Platform, including:

Discount campaigns
Coupon codes
Promotional vouchers
Flash sales
Seasonal campaigns
Festival promotions
Vendor-funded promotions
Go Dokan-funded promotions
Sponsored Product promotions
Featured Product promotions
Bundle offers
Free or discounted delivery promotions
First-order promotions
Buyer-specific promotions
Category-specific campaigns
Promotional banners
Promotional notifications
Promotional messages
Customer help and support
Order-related assistance
Complaint and grievance assistance

3. Promotion Principles

All Go Dokan promotions must be:

lawful;
truthful;
clearly explained;
available under the stated conditions;
supported by genuine pricing;
free from deceptive practices;
consistent with applicable Platform policies.

A promotion must not create a misleading impression about:

Product price;
discount percentage;
Product availability;
Product quality;
Product origin;
warranty;
delivery;
eligibility;
campaign duration;
coupon value;
savings available to the Buyer.

4. Types of Promotions

Go Dokan may offer different types of promotions.

4.1 Discount Promotion

A Product may be offered at a reduced selling price for a specified period.

The promotion must clearly identify:

original price where applicable;
promotional price;
discount amount or percentage;
campaign start date;
campaign end date;
eligible Products;
applicable conditions.

4.2 Coupon Promotion

A coupon may provide a fixed amount or percentage discount.

A coupon may contain:

minimum Order value;
maximum discount amount;
Product or category restrictions;
Buyer eligibility requirements;
expiry date;
usage limit;
one-time-use restriction;
payment-method restriction;
geographic restriction.

The Buyer must satisfy all stated conditions before the coupon can be applied.

4.3 First-Order Promotion

Go Dokan or a Vendor may provide a promotion to eligible first-time Buyers.

Unless otherwise stated:

the promotion may only be used once per eligible Buyer;
duplicate accounts must not be created to obtain the promotion;
Go Dokan may verify eligibility;
fraudulent or abusive use may result in cancellation.

4.4 Flash Sale

A Flash Sale is a promotion available for a limited period or limited quantity.

The displayed:

start time;
end time;
Product quantity;
promotional price

must be genuine and reasonably accurate.

A Vendor must not create artificial scarcity to mislead Buyers.

4.5 Festival and Seasonal Promotions

Go Dokan may operate campaigns during:

festivals;
public holidays;
seasonal periods;
business events;
marketplace campaigns.

The applicable campaign terms will be displayed before or during participation.

4.6 Free Delivery Promotion

Go Dokan may offer free or discounted delivery as part of a promotional campaign.

Unless otherwise stated:

standard Kathmandu delivery may already be free under the Shipping & Delivery Policy;
special routes, oversized Products or special handling may have separate conditions;
promotional free delivery does not automatically apply to every Product or destination.

Any exception must be disclosed clearly.

4.7 Bundle Promotion

A bundle promotion may combine multiple Products into one promotional offer.

The promotion must clearly identify:

Products included;
total promotional price;
individual conditions where applicable;
warranty arrangements;
return treatment;
quantity limitations.

4.8 Vendor-Funded Promotion

A Vendor may fund a promotion for its Products.

The Vendor remains responsible for:

genuine Product pricing;
Product availability;
Product description;
promotional claims;
applicable taxes;
warranty;
fulfilment;
return and refund obligations.

Go Dokan may require evidence before approving the promotion.

4.9 Go Dokan-Funded Promotion

Go Dokan may independently fund a promotion.

The funding arrangement does not change the Vendor's responsibility for:

Product legality;
authenticity;
Product quality;
invoice;
warranty;
fulfilment;
mandatory consumer remedies.

5. Promotional Pricing

Promotional pricing must be genuine.

A Vendor must not:

artificially increase a price before applying a discount;
display a fake original price;
advertise a discount that does not represent a genuine saving;
hide mandatory charges;
create fake price comparisons;
advertise unavailable Products merely to attract Buyers.

Any displayed original price must represent a genuine price at which the Product was reasonably offered before the promotion.

6. Promotion Eligibility

A promotion may be restricted by:

Buyer account;
Product;
category;
location;
minimum Order value;
payment method;
campaign period;
stock availability;
Vendor;
purchase quantity;
previous promotional use.

The Platform may automatically determine eligibility.

If a Buyer does not meet the eligibility requirements, the promotion may not be applied.

7. Coupon Usage Rules

Unless a campaign specifically states otherwise:

Coupons are personal to the eligible Buyer.
Coupons may not be sold or transferred.
Coupons may not be exchanged for cash.
One coupon may not be reused after its expiry.
Multiple coupons cannot be combined unless expressly permitted.
Coupons cannot be applied to excluded Products.
A coupon may be cancelled if obtained through fraud or abuse.
Go Dokan may impose reasonable usage limits.

8. Promotion Expiry

Promotions and coupons expire at the date and time displayed by Go Dokan.

After expiry:

the promotion cannot normally be redeemed;
the promotional price may return to the standard price;
the coupon may become invalid;
the Buyer cannot claim the promotion merely because it was previously displayed.

If a technical error causes an incorrect expiry or promotional price, Go Dokan may correct the error and communicate the applicable remedy.

9. Stock and Availability

Promotional Products remain subject to actual stock availability.

A promotion does not guarantee unlimited inventory unless the campaign expressly states otherwise.

If stock becomes unavailable:

Go Dokan may stop the promotion;
the Vendor may deactivate the affected Product;
affected Orders may be cancelled where legally permitted;
payments collected for a cancelled Order will be refunded through the applicable payment process.

10. Promotion Errors

If a genuine error occurs in:

promotional price;
discount percentage;
coupon value;
Product availability;
campaign dates;
eligibility;
tax;
delivery charge;

Go Dokan may investigate and correct the error.

If an Order was affected by a genuine and material promotional error, Go Dokan or the Vendor may cancel the affected Order where legally permitted.

Any payment already received for a cancelled Order will be reconciled and refunded through an approved electronic payment method.

11. Prohibited Promotional Practices

The following practices are prohibited:

fake discounts;
fake original prices;
fake countdown timers;
fake stock warnings;
fake Buyer activity;
fake reviews;
fake ratings;
fabricated testimonials;
misleading Product claims;
misleading delivery claims;
hidden mandatory charges;
bait advertising;
unauthorized use of competitor trademarks;
unauthorized use of Go Dokan branding;
misleading comparison with competitors;
promotional claims without reasonable evidence;
promotions for prohibited Products;
manipulation of coupon systems;
creating multiple accounts to abuse promotions;
using automated systems to obtain promotional benefits unfairly;
attempting to circumvent campaign restrictions.

12. Sponsored and Promotional Content

Paid or commercially arranged content must be identified appropriately.

Go Dokan may label content as:

Sponsored
Ad
Promoted

A Vendor must not attempt to make paid advertising appear to be independent editorial content where disclosure is required.

The Advertisement Policy applies to promotional advertising.

13. Promotional Reviews and Testimonials

Vendors must not:

create fake reviews;
purchase fake ratings;
fabricate testimonials;
threaten Buyers for negative reviews;
offer undisclosed benefits in exchange for positive reviews;
manipulate review systems.

If a review is incentivized, the incentive must be disclosed where required.

Genuine negative feedback must not be suppressed merely because it is negative.

14. Promotion Cancellation

Go Dokan may cancel or suspend a promotion where:

the promotion violates this Policy;
the Vendor provides false information;
the promotional price is incorrect;
the Product becomes unavailable;
the Product becomes prohibited;
fraud is suspected;
the campaign creates a security or compliance risk;
the Vendor breaches the Vendor Marketplace Agreement;
a legal or regulatory requirement requires cancellation.

Where reasonably practicable, Go Dokan will provide an explanation.

15. Order Cancellation During Promotions

An Order placed during a promotion remains subject to:

Buyer Terms & Conditions;
Cancellation Policy;
Return, Refund and Exchange Policy;
Shipping & Delivery Policy;
Warranty Policy;
applicable promotional terms.

Cancellation of an Order does not automatically guarantee that a promotional coupon or discount will be restored.

Any restoration will depend on the specific campaign terms.

16. Returns and Promotional Orders

Promotional Products remain subject to applicable return and refund rights.

A discount or promotional price does not remove mandatory consumer rights.

If a Product is:

defective;
damaged;
wrong;
missing;
materially different;
counterfeit;
misdescribed;

the Buyer may receive the applicable remedy under the Return, Refund and Exchange Policy and applicable law.

Where an Order is refunded, the promotional discount will normally be treated according to the applicable campaign terms.

17. Promotion Abuse

Go Dokan may investigate suspected promotional abuse.

Examples include:

multiple fraudulent accounts;
repeated use of single-use coupons;
manipulated referrals;
payment abuse;
automated coupon collection;
false identity information;
fake Orders;
coordinated fraudulent Orders;
attempts to resell coupons;
exploitation of technical errors.

Go Dokan may:

cancel affected Orders;
deactivate coupons;
suspend promotional benefits;
restrict accounts;
recover improperly obtained promotional value;
suspend or terminate a Vendor account;
take lawful action where appropriate.

18. Help and Support

Go Dokan provides support for:

Account problems;
Product questions;
Order status;
Payment issues;
Delivery issues;
Tracking;
Returns;
Refunds;
Exchanges;
Warranty;
Coupons;
Promotions;
Vendor issues;
Complaints;
Grievances.

Support may be provided through:

email;
telephone;
Platform support;
Vendor Portal;
electronic messages;
other officially published Go Dokan channels.

19. Customer Support Process

When contacting support, the Buyer should provide:

Order ID;
registered phone number or email;
Product name;
promotion or coupon code where applicable;
transaction reference where applicable;
delivery/tracking ID where applicable;
description of the problem;
relevant screenshots, photographs or documents.

Providing complete information helps Go Dokan investigate the issue.

20. Vendor Support

Vendors may contact Go Dokan regarding:

KYC;
Product listings;
Orders;
inventory;
dispatch;
delivery;
returns;
refunds;
warranty;
settlements;
promotional campaigns;
advertising;
account access;
compliance;
credit facilities.

Vendors must use their registered contact details wherever possible.

21. Complaint and Grievance Handling

A Buyer or Vendor may submit a complaint electronically, in writing or through another official support channel.

Go Dokan will:

Register the complaint.
Provide an acknowledgement or Complaint ID where applicable.
Review available evidence.
Contact the relevant Vendor, logistics provider or payment provider where necessary.
Investigate the issue.
Provide a decision or reasoned response within the applicable period.

Where the applicable statutory framework requires a response within 15 days, Go Dokan will follow that requirement.

Promotion complaints may include:

coupon not applying;
incorrect discount;
misleading discount;
expired coupon;
missing promotional benefit;
incorrect promotional price;
campaign eligibility dispute;
promotional Order cancellation;
promotional refund issue;
fraudulent promotion;
misleading advertising.

The Buyer should provide evidence where available.

23. Help and Support Limitations

Support staff may request reasonable information to verify:

account ownership;
Order details;
payment;
promotion eligibility;
delivery;
return;
refund.

Go Dokan will not request a Buyer to disclose:

account password;
payment PIN;
OTP intended for account security;
full payment credentials.

Buyers must not share such information with Vendors, couriers or unauthorized persons.

24. Communication

Go Dokan may communicate with Buyers and Vendors through:

email;
SMS;
phone;
Platform notifications;
Vendor Portal;
approved messaging channels.

Transactional communications may include:

Order confirmation;
payment status;
delivery updates;
return updates;
refund updates;
promotional eligibility;
support responses;
security notifications.

Marketing communications are subject to the Privacy Policy and applicable communication preferences.

25. Privacy and Promotional Data

Personal information used for promotions and support will be handled according to the Go Dokan Privacy Policy.

Go Dokan may process information reasonably required to:

determine promotional eligibility;
prevent fraud;
apply coupons;
process Orders;
investigate complaints;
provide customer support;
maintain transaction records;
comply with legal obligations.

Vendors must not use Buyer information obtained through Go Dokan for unrelated marketing, off-Platform solicitation or unauthorized collection.

26. Vendor Responsibilities for Promotions

A Vendor participating in a promotion must:

provide accurate Product information;
maintain sufficient stock where a quantity is promised;
honour the advertised promotional price;
provide genuine discounts;
fulfil promotional Orders;
provide lawful invoices;
honour warranty commitments;
support returns and refunds;
provide evidence supporting promotional claims;
comply with the Advertisement Policy;
comply with the Vendor Marketplace Agreement.

27. Go Dokan Responsibilities

Go Dokan will, subject to the applicable policies and operational circumstances:

publish approved promotions;
provide promotional information clearly;
process eligible coupons;
coordinate promotional campaigns;
provide support;
investigate promotional complaints;
maintain relevant transaction records;
coordinate with Vendors and logistics providers;
apply applicable refund and cancellation processes.

Go Dokan does not guarantee that every promotion will remain available for the entire advertised period where lawful cancellation is required due to stock, security, compliance, technical or regulatory reasons.

28. Promotional Campaign Approval

A Vendor may be required to submit:

Product details;
promotional price;
original price;
discount percentage;
campaign dates;
available quantity;
campaign budget;
promotional content;
supporting evidence;
applicable restrictions.

Go Dokan may approve, reject, modify or request additional information before publication.

A Vendor must not materially change an approved promotion without approval where approval is required.

29. Campaign Funding

A campaign may be funded by:

Go Dokan;
Vendor;
both parties;
another approved promotional arrangement.

The funding arrangement should identify:

discount contribution;
campaign fee;
advertising fee where applicable;
commission treatment;
logistics treatment;
refund treatment;
cancellation treatment.

Commercial campaign terms may be recorded separately through the Vendor Portal.

30. Promotion Settlement

Where a Vendor-funded promotion applies, the settlement may reflect:

promotional discount;
marketplace commission;
handling charges;
logistics charges;
refunds;
returns;
cancellations;
taxes or lawful withholding;
approved campaign deductions.

The Vendor should review the settlement statement and report discrepancies promptly.

Settlement is governed by the Vendor Marketplace Agreement and accepted commercial terms.

31. Promotion and Credit Orders

Where a promotion applies to a Vendor-Funded Credit Order:

the promotional price must be clearly disclosed;
the Buyer must accept the applicable Credit Terms;
the Vendor remains the creditor;
Go Dokan does not become the lender or guarantor;
applicable promotional deductions must be recorded;
returns and refunds remain subject to applicable policies.

Promotions must not be used to disguise interest, finance charges or unlawful credit fees.

32. Technical Problems

If a technical issue prevents a valid promotion from being applied, the Buyer should contact Go Dokan support promptly.

Go Dokan may investigate:

coupon validation;
campaign configuration;
account eligibility;
payment status;
Product eligibility;
technical logs.

Where appropriate, Go Dokan may provide a correction, replacement coupon, refund or other reasonable remedy.

33. Fraud and Security

Go Dokan may suspend promotional activity where it reasonably suspects:

fraud;
account compromise;
payment abuse;
coupon manipulation;
fake Orders;
unauthorized access;
automated abuse;
promotional exploitation.

Security measures may include temporary account or promotion restrictions.

34. Changes to Promotions

Go Dokan may change or terminate a promotional campaign where necessary because of:

legal requirements;
security;
fraud;
Product availability;
technical issues;
operational requirements;
Vendor breach;
regulatory instructions.

Material campaign conditions will be displayed or communicated where reasonably practicable.

35. No Cash Value

Unless expressly stated otherwise:

coupons have no cash value;
promotional credits cannot be withdrawn as cash;
discounts cannot be transferred;
promotional benefits cannot be sold.

Any refund is processed through the applicable approved electronic payment method.

36. No Hidden Charges

A promotion advertised as free, discounted or reduced-price must not contain hidden mandatory charges that materially contradict the advertised benefit.

Applicable:

delivery charges;
special handling charges;
taxes;
Product-specific charges;
remote-location charges

must be disclosed as required before Order confirmation.

37. Legal Compliance

All promotions and support operations must comply with applicable Nepal law, including:

Electronic Commerce Act, 2081 (2025);
consumer-protection requirements;
electronic-transactions requirements;
privacy and data-protection requirements;
intellectual-property requirements;
tax requirements;
applicable advertising standards;
other applicable regulatory requirements.

Mandatory legal rights prevail over conflicting promotional terms.

38. Penalties for Promotional Violations

Depending on severity, a violation may result in:

advertisement removal;
promotion cancellation;
coupon cancellation;
Order cancellation;
recovery of improperly obtained promotional value;
settlement adjustment;
financial penalty where contractually permitted;
suspension of promotional privileges;
Product delisting;
Vendor account suspension;
termination of the Vendor Marketplace Agreement;
reporting to competent authorities where legally required.

39. Records

Go Dokan may retain records relating to:

promotional campaigns;
coupon issuance;
coupon redemption;
promotional Orders;
campaign funding;
promotional communications;
support requests;
complaints;
refunds;
settlements;
fraud investigations;
campaign approvals.

Records may be retained for legal, tax, accounting, security, compliance, dispute-resolution and business purposes.

40. Governing Framework

This Policy must be read together with:

Buyer Terms & Conditions
Vendor Marketplace Agreement
Advertisement Policy
Shipping & Delivery Policy
Return, Refund and Exchange Policy
Cancellation Policy
Warranty Policy
Prohibited Products Policy
Intellectual Property Policy
Complaint Handling Policy
Privacy Policy
Order-specific terms
Campaign-specific terms

If there is a conflict, mandatory law prevails.

41. Governing Law and Disputes

This Policy is governed by the laws of Nepal.

Promotion and support disputes should first be raised through the Go Dokan grievance process.

Where a matter cannot be resolved through support or good-faith discussion, the applicable dispute-resolution process under the relevant agreement and Nepal law will apply.

Kathmandu courts will have jurisdiction where legally permitted.

42. Contact and Help

Customer Support

Email: support@godokan.com

Phone:

+977 9852002011
+977 9852002009

Marketing and Promotion

Email: marketing@godokan.com

Phone: +977 9852002011

Grievance Officer

Position: Operations Supervisor

Email: gunaso@godokan.com

Phone:

+977 9852002007
+977 9852002011

Registered Office

Kathmandu Metropolitan City-23,
Dharmapath, Kathmandu, Nepal.

43. Final Notice

Go Dokan aims to provide Buyers and Vendors with clear, fair and reliable promotional services and accessible customer support.

Participation in a promotion means that the Buyer or Vendor agrees to comply with the applicable campaign conditions and Go Dokan policies.

Nothing in this Policy removes or limits any mandatory right or remedy available under Nepal law.

Go Dokan Private Limited

Version: 1.0
Effective Date: 23 August 2026
Document Status: Final Master • Public / Contractual Document

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