Last Updated: August 10, 2026
This Cancellation Policy explains when customers and sellers may cancel orders placed through Kinmel Thalo.
Kinmel Thalo is operated by Sworna Cooperative Pvt. Ltd. and provides an online marketplace connecting customers with farmers, agricultural producers, homemade product producers, local businesses, and other sellers across Nepal.
Because Kinmel Thalo offers fresh agricultural, perishable, homemade, customized, and non-perishable products, cancellation conditions may vary depending on the type and status of an order.
Customers may request cancellation of an order before the order reaches a stage where cancellation is no longer reasonably possible.
Cancellation may depend on:
An order that has already been prepared, dispatched, or handed over for delivery may not be cancellable.
Customers may request cancellation through the available cancellation option in their account or by contacting Kinmel Thalo customer support.
Cancellation requests should be made as early as possible.
Where cancellation is successfully completed before processing or dispatch, the customer may be eligible for a refund according to the applicable refund policy.
Cancellation availability may depend on the order status.
Cancellation may generally be allowed if the seller has not started processing the order.
Cancellation may be possible depending on whether the seller has started preparing or processing the order.
Cancellation may be restricted because the seller may already have committed resources or prepared the product.
Cancellation may generally not be available unless specifically approved.
Cancellation will generally not be available because the product has already entered the delivery process.
Cancellation is generally not available.
An order cannot normally be cancelled after delivery. Customers may instead be eligible to submit a return, replacement, or refund request according to the applicable policies.
Fresh agricultural and perishable products require special handling.
Examples include:
Because these products may be prepared, harvested, packed, or sourced specifically for an order, cancellation may only be possible before the seller begins preparing or processing the order.
Once preparation, harvesting, packing, or dispatch has started, cancellation may not be available.
Customized, personalized, or made-to-order products may have stricter cancellation conditions.
Once a seller has started producing or preparing such a product specifically for the customer, the order may not be cancellable.
Customers should carefully review product details before placing orders for customized or made-to-order products.
For Cash on Delivery orders, customers may request cancellation before the order is dispatched, subject to the applicable order status and product conditions.
Repeated cancellation or refusal of COD orders without a legitimate reason may result in:
Kinmel Thalo may take such measures to protect sellers and delivery partners from repeated misuse.
For orders that have already been paid for, cancellation eligibility depends on the order status and product type.
If an eligible prepaid order is successfully cancelled before fulfillment, the applicable amount may be refunded according to the Kinmel Thalo Refund Policy.
The time required for a refund to reach the customer's account may depend on the payment method and payment provider.
A seller may cancel an order in legitimate circumstances, including:
If a prepaid order is cancelled by the seller and the customer is eligible for a refund, the applicable amount will be refunded according to the Refund Policy.
Kinmel Thalo may cancel an order where reasonably necessary, including circumstances involving:
Customers will be informed where reasonably possible.
An order may be cancelled or become undeliverable if the customer provides incorrect or incomplete information, including:
If the order has already been dispatched, cancellation may no longer be possible.
Additional delivery charges may apply if a new delivery attempt is requested.
Once an order has been dispatched, customers generally cannot cancel the order.
If a customer refuses or does not accept delivery after dispatch, the order may be treated as a failed delivery rather than a standard cancellation.
In such circumstances, refund eligibility may depend on:
Customers are responsible for being reasonably available to receive their orders.
An order may be considered a failed delivery if:
For fresh or perishable products, failed delivery may result in additional restrictions because the product may no longer be suitable for resale.
Kinmel Thalo understands that customers may occasionally need to cancel orders.
However, repeated or excessive cancellations may negatively affect sellers and delivery partners.
If an account repeatedly cancels orders without legitimate reasons, Kinmel Thalo may:
Any action will depend on the circumstances and applicable policies.
Cancellation and refund are separate processes.
Cancelling an order does not automatically guarantee a refund.
Where a refund is applicable, it will be processed according to the Kinmel Thalo Refund and Return Policy.
The refund amount may depend on:
Where an order is cancelled before dispatch, applicable delivery charges may not be incurred.
If an order has already been processed or dispatched, delivery-related costs may not be refundable in certain circumstances.
For seller or Kinmel Thalo errors, applicable delivery charges may be considered for refund.
If an order includes:
cancellation may affect the validity of those benefits.
A cancelled order may not retain the original promotional benefit when a new order is placed.
Where an order contains multiple products, customers may be able to request cancellation of individual products before those products are processed or dispatched.
If part of an order has already been processed or dispatched, cancellation may only be available for eligible items that have not yet entered fulfillment.
Orders may occasionally need to be cancelled because of circumstances outside the reasonable control of Kinmel Thalo or the seller.
These may include:
Where an order cannot reasonably be fulfilled, Kinmel Thalo or the seller may cancel the order and provide an applicable refund for prepaid amounts.
Kinmel Thalo may investigate accounts that appear to misuse the cancellation system.
Examples of prohibited behavior may include:
Appropriate account restrictions may be applied where necessary.
Customers can request cancellation through the available cancellation option on the Kinmel Thalo website or mobile application.
Where the cancellation option is unavailable, customers may contact Kinmel Thalo customer support.
Customers should provide:
Cancellation requests should be made as early as possible.
A cancellation request is not considered completed until the order status has been updated or Kinmel Thalo confirms the cancellation.
Customers should check their order status after requesting cancellation.
If an order has already entered a non-cancellable stage, the cancellation request may be rejected.
Kinmel Thalo may update this Cancellation Policy from time to time.
Any updated version will be published on the website or mobile application with a revised "Last Updated" date.
The updated policy will apply from its effective date.
For questions or assistance regarding order cancellation, please contact Kinmel Thalo through the customer support information available on our website or mobile application.
Please provide:
Kinmel Thalo
Operated by Sworna Cooperative Pvt. Ltd.
Nepal
Kinmel Thalo aims to maintain a fair cancellation process that protects both customers and local sellers. We encourage customers to review product information, delivery details, and order information carefully before confirming an order, particularly when purchasing fresh, perishable, homemade, or customized products.
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