Cancellation Policy

Sub Telecom E-commerce App

Last Updated: [Add Date]

At Sub Telecom, we value transparency and customer satisfaction. This Cancellation Policy explains how and when users can cancel orders placed through the Sub Telecom mobile application or website. By placing an order, you agree to the terms outlined below.

1. Order Cancellation Eligibility

Customers may cancel their order only before the order is confirmed by the Sub Telecom team.

You can cancel an order if:

1. The order status is “Pending” or “Order Received”
2. The order has not yet been confirmed, packed, or dispatched

You cannot cancel an order if:

1. The order status has changed to “Confirmed,” “Packed,” or “Shipped”
2. The product has already been handed over to the delivery partner

Once an order is confirmed, cancellation is no longer possible, but you may still be eligible for a return or refund as per our Refund Policy.

2. How to Cancel an Order

Users can cancel an eligible order using one of the following methods:

1. Through the Sub Telecom App (Order Details → Cancel Order)
2. By contacting our customer support team:

Email: info@subtelecom.com.np

Phone: +977 985-1013509

Business Hours: Monday – Saturday, 9:00 AM – 8:00 PM (NST)

Once cancellation is requested, you will receive a confirmation notification through the app and/or email.

3. Order Status & Notifications

We provide real-time order status updates and notifications, including:

1. Order placed
2. Order confirmed
3. Order shipped
4. Out for delivery
5. Delivered
6. Cancelled (if applicable)

Notifications are sent via in-app alerts and registered email to ensure transparency throughout the order lifecycle.

4. Refund for Cancelled Orders

1. If the order is cancelled before confirmation, any prepaid amount will be fully refunded
2. Refunds are processed to the original payment method
3. Refund processing time may take 5–7 business days, depending on the payment provider

For orders cancelled after confirmation, refund eligibility is handled under our Refund & Return Policy.

5. Guest Checkout & Account Holders

1. Users may browse products without creating an account
2. Guest checkout is supported
3. Order cancellation rights apply equally to guest users and registered users
4. Order tracking and cancellation updates are sent using the contact details provided at checkout

6. Shipping & Delivery Information

1. Kathmandu Valley: Same-day delivery (for eligible orders)
2. Outside Kathmandu Valley: Delivery within 2–3 business days across Nepal

Once an order is dispatched for delivery, cancellation is no longer possible.

7. User Account & Data Protection

To comply with Google Play Store and Apple App Store policies:

1. We collect only necessary user information (Name, Email, Address)
2. We do not share user data with third-party providers
3. All personal information is stored securely and encrypted
4. Users can request account deletion at any time
5. Upon account deletion, all associated data is permanently removed from our platform, except where retention is required by law

8. Compliance with App Store & E-commerce Policies

Sub Telecom strictly follows:

1. Google Play Developer Policies
2. Apple App Store Review Guidelines
3. Nepal E-commerce regulations
4. Consumer protection standards

We ensure:

1. Clear disclosure of cancellation and refund terms
2. No misleading claims
3. User privacy protection
4. Transparent order management

9. Changes to This Cancellation Policy

Sub Telecom reserves the right to update or modify this Cancellation Policy at any time. Any changes will be reflected in the app and on our website. Continued use of the platform constitutes acceptance of the updated policy.

10. Contact Information

For any questions regarding cancellations, refunds, or orders, please contact us:

Sub Telecom

📧 Email: info@subtelecom.com.np

📞 Phone: +977 985-1013509

🕘 Business Hours: Monday – Saturday, 9:00 AM – 8:00 PM (NST)

📍 Address: Kathmandu, Nepal

Sub Telecom

Committed to fair policies, secure transactions, and customer satisfaction.