Complaints and Disputes Policy
1. How to complain
1.1Write to HBC's complaints desk:
- in the app: More → Help → Make a complaint;
- by email: help@app.himalayanbullion.com;
- by letter: Complaints Desk, Himalayan Bullion Company Limited, Wada No. 1, Gyaneshwor, Kathmandu;
- in person at HBC's office.
1.2Give your membership number, the transaction or product concerned, what went wrong and what you want HBC to do. Attach receipts or photos if you have them.
2. What happens
| Step | HBC's commitment |
|---|---|
| Registration | Every complaint is registered with a reference number on receipt and acknowledged to you the same day. |
| Human handling | A named member of HBC's complaints desk owns your complaint. HBC's AI assistant may help you file it but never decides it. |
| Investigation | HBC reviews the records, documents and, where relevant, the product. HBC may ask you for more information once. |
| Decision | HBC gives you a written decision, with reasons, within 15 days of registration, as the Electronic Commerce Act 2081 requires. If HBC needs longer for a reason outside its control, it tells you why and when. |
| Remedy | If HBC was wrong, it puts it right under the Cancellations, Refunds and Remedies Policy within the time stated there. |
| Escalation | If you disagree with the decision, you may ask within 15 days for review by HBC's Head of Operations or Managing Director, who were not involved in the first decision. A review decision is given within 15 days. |
3. While your complaint is open
3.1A plan, product, Credits or transaction that is the subject of your complaint is not closed, settled, sold or adjusted without your written consent while the complaint is open. Other plans and products on your account are unaffected.
3.2No overdue or custody charge accrues on the disputed item while the complaint is open. Accrual resumes from the date of HBC's decision if the complaint is not upheld; it is never applied retrospectively to the complaint period.
4. Records
4.1HBC keeps a register of every complaint, its decision and any remedy, and reviews it quarterly to correct recurring causes.
5. External bodies
5.1You may at any time, without first complaining to HBC, approach:
- the Department of Commerce, Supplies and Consumer Protection, under the Consumer Protection Act 2075 and the Electronic Commerce Act 2081;
- the Consumer Court or the District Court having jurisdiction;
- for anti-money-laundering concerns, the Financial Information Unit of Nepal Rastra Bank.
HBC cooperates with every such body.
6. Governing law
6.1Nepalese law governs. The courts of Kathmandu have jurisdiction, without prejudice to your rights before the bodies above.
7. Feedback that is not a complaint
7.1Suggestions and general questions go to help@app.himalayanbullion.com or the in-app assistant. HBC aims to answer within two working days. If you want a matter treated as a complaint, say so and it will be registered as one.