Terms of service

1. About these terms

These terms are an agreement between you and Bharosa Network Pvt. Ltd. (company registration no. 230050/076.077, PAN: 609677986), Jwagal, Kathmandu, Nepal — “Moletole Express”, “we” and “us”. They apply when you use the Moletole Express app, the Moletole Express Rider app, the merchant portal or this website. By creating an account or booking a delivery, you accept them.

Our privacy policy explains how we handle personal information.

2. The service

Moletole Express picks up parcels and delivers them within our service areas. You book in the app — or, if you’re a merchant, in the merchant portal — and a rider carries the parcel from the pickup to the drop-off.

• Instant Express: as soon as you book, the parcel is offered to riders near the pickup, and the rider who accepts takes it straight to the drop-off.
• Standard Delivery: our team assigns a rider, who may carry other parcels on the same route.

Delivery times shown in the app are estimates. Traffic, weather, road closures and strikes can cause delays.

3. Your account

• You sign in with your phone number and a code we send you by SMS. You must be 18 or older and give accurate details.
• The Moletole Express app is for businesses. When you sign up, tell us about your business; we check it before you can book, and we may refuse an application or ask for business documents.
• Keep your phone and your account secure. You’re responsible for bookings made from your account; tell us straight away if you think someone else is using it.
• One account per person. A merchant account belongs to the business, which is responsible for the people it lets use it.

4. Booking a delivery

• Give accurate pickup and drop-off addresses and pins, and the right names and phone numbers. Someone needs to be available at both ends.
• Describe the parcel honestly, and choose the right category and weight band.
• Pack it to survive an ordinary motorbike ride: sealed, padded if it’s fragile, and food in leak-proof containers. Add a note, such as “keep upright”, if it needs care.
• The rider may ask to see what’s inside before accepting it, and may refuse a parcel that looks unsafe or prohibited, is heavier than the band you chose, or is too big to carry safely.
• By booking, you confirm that you’re allowed to send the parcel and that it isn’t a prohibited item.

5. Prohibited items

You must not send:

• cash, cheques, gold, silver, jewellery, precious stones or other valuables;
• weapons, ammunition, explosives or fireworks, or anything that looks like a weapon;
• narcotic drugs or psychotropic substances, or any medicine the law doesn’t allow you to send;
• alcohol or tobacco products;
• anything flammable, corrosive, toxic or under pressure, such as fuel, gas cylinders, acids, pesticides or paint thinner;
• live animals, or human or animal remains;
• counterfeit or stolen goods, or anything that infringes someone else’s rights;
• obscene material;
• anything else that is illegal to own or carry in Nepal, or that needs a permit you don’t have.

If we find a prohibited item, we may stop the delivery and return the parcel to you, and we’ll report it to the authorities when the law requires. You’re responsible for any harm, loss or fines it causes.

6. Fares and payment

• The app shows the exact fare before you book. It’s made up of a base fare for your area and speed, a charge for the road distance between your pins, and an amount for the weight band. Once you confirm, the fare doesn’t change.
• Fares include any taxes we’re required to charge.
• Pay from your Moletole Express wallet when you book, or choose Cash on Drop, and the rider collects the fare in cash at the drop-off.
• If a Cash on Drop fare isn’t paid, we may ask you to pay it before your next booking.

7. Cancellations

• You can cancel free of charge in the app until the rider picks up the parcel. If you paid from your wallet, the fare goes back to your wallet automatically.
• Once the parcel has been picked up, it can’t be cancelled in the app. Contact us: we’ll bring it back to you if we can, and the return trip may be charged.
• We may cancel a booking if no rider is available, the pickup or drop-off is outside our service area, the parcel breaks these terms, or the delivery can’t be made safely. If we cancel, you pay nothing, and any wallet payment is refunded.

8. Delivery and returns

• The rider hands the parcel to the recipient, or to someone at the drop-off address who accepts it for them.
• If the rider can’t reach the recipient, or the recipient refuses the parcel, the rider will try to contact them and you. If it still can’t be delivered, it goes back to the sender. A return trip may be charged.
• If a parcel can be neither delivered nor returned, we’ll keep it safe and contact you to arrange collection.

9. Your wallet

• Your wallet holds credit for paying for deliveries. You can top it up by Fonepay QR when top-ups are available in the app.
• Wallet credit can only be used for Moletole Express deliveries. It can’t be transferred to another account, doesn’t earn interest and isn’t a bank account.
• Fares for cancelled bookings go back to your wallet.
• If money left your bank or wallet app but your balance didn’t go up, contact us with the Fonepay reference. We’ll add the credit once Fonepay confirms the payment.
• If you close your account with credit left, contact us and we’ll refund the balance to an account in your name.
• We may correct mistakes in your wallet, such as a top-up credited twice.

10. Merchants and cash on delivery

• Merchant accounts are for businesses that send parcels to their customers. We may ask for business documents, such as your PAN or VAT registration, before we open one.
• When you book a parcel with cash on delivery, you set the amount to collect. The rider collects it from your customer at the drop-off, in cash or by Fonepay QR. Riders don’t accept cards, cheques or part-payments.
• We collect that money for you. It appears on your statement, and we pay it to you, minus any charges you owe us, as agreed when your merchant account is opened.
• If your customer can’t be reached or won’t pay, nothing is collected and the parcel comes back to you. We’re not responsible for your customer’s decision not to pay.
• You’re responsible for the goods you sell — their quality, description, legality and any warranty — and for the amount you ask us to collect, which can’t be more than the cash-on-delivery limit for your account.
• Check your statements, and tell us about any mistake as soon as you can.

11. Riders

Riders who deliver through Moletole Express must:

• keep their driving licence, vehicle registration and insurance valid, and their details in the app accurate;
• follow traffic law, wear a helmet, and never ride under the influence of alcohol or drugs;
• handle parcels with care, and never open, swap or keep one;
• use senders’ and recipients’ details only for the delivery, and never contact them for any other reason;
• deliver each parcel themselves, without passing it to anyone else;
• hand in the cash they collect — courier charges and cash on delivery — as the app instructs;
• treat customers, recipients and our staff with respect.

We may suspend or close a rider account that breaks these rules, and report suspected crimes to the police.

12. Using the service fairly

Treat riders and our staff with respect: abuse, threats or harassment can lead to your account being closed. Don’t make false bookings, commit fraud, try to get into other people’s accounts or data, copy data from our apps or website in bulk, or interfere with how they work.

13. Loss, damage and our liability

• We look after your parcel from pickup until it’s handed over at the drop-off.
• If a parcel is lost or damaged while we have it, tell us as soon as you can, and no later than 7 days after the booking. Include the tracking number, what happened, and photos of any damage and of the packaging. Keep the parcel and its packaging until we’ve looked at your claim.
• If we’re responsible, we’ll refund the fare and pay for the loss or damage, up to the value of the contents or Rs. 5,000 per parcel, whichever is lower.
• We’re not responsible for:
  • prohibited items;
  • damage caused by poor packaging, or by contents that don’t match the description;
  • perishable items that spoil, unless we delivered them late through our own fault;
  • delays caused by traffic, weather, road closures, strikes or other events outside our control;
  • indirect losses, such as lost profit or lost business.
• Nothing in these terms takes away rights you have under the Consumer Protection Act, 2075 (2018), or under any other law of Nepal, that can’t be excluded.

14. Suspending or closing accounts

You can delete your account at any time — see Delete your account. We may suspend or close an account that breaks these terms, owes us money, or puts riders, customers or staff at risk. Amounts owed before an account is closed still have to be paid.

15. App stores

If you downloaded our apps from Google Play or the Apple App Store, these terms are between you and us, not Google or Apple. Google and Apple don’t provide support for our apps and aren’t responsible for them or for claims about them. Apple and its subsidiaries may enforce these terms as third-party beneficiaries.

16. Changes

We may change the service and these terms. We’ll publish changes here and update the date at the top, and we’ll tell you in the app before an important change takes effect. If you keep using Moletole Express after that, the new terms apply.

17. Law and disputes

These terms are governed by the laws of Nepal. If something goes wrong, contact us first — most problems can be put right quickly. If we can’t resolve a dispute together, it will be settled by the courts of Nepal that have jurisdiction over our registered office.

18. Contact us