Terms & conditions

By creating an account in the Ellite Rider app or buying from our store you accept these terms. If you do not accept them, do not use the platform. Ellite Sphere Mobility Pvt. Ltd. operates it from Shankhamul, Lalitpur, Nepal.

• You must be 18 or older.
• A rider account requires a valid Nepali driving licence.
• One mobile number, one account. A number already registered cannot be used to open a second account.
• The details and documents you give us must be true and current.

You sign in with your mobile number and a six-digit passcode we send by SMS. That passcode is the only thing standing between someone else and your account.

• Never share a passcode. We will never ask you for one, not by phone and not on WhatsApp.
• Tell us immediately if you lose your phone and we will end its sessions.
• You are responsible for what is done through your account while it is signed in.

Where we provide a motorcycle, insurance cover or equipment, the terms are set out in the rider agreement you sign at the office. That signed agreement governs ownership, condition, return, deposits and what happens after an accident. Nothing in these online terms replaces it, and where the two differ the signed agreement applies.

• Points are allocated only for trips that pass verification. Cancelled, duplicated and fraudulent trips are excluded.
• Points can reduce the amount payable on eligible store orders. They do not become cash by doing so.
• Earning rules, milestones and any expiry rule are published in the app before they take effect, and every change is recorded.
• We can reverse points allocated in error or against a trip later found to be cancelled, duplicated or fraudulent. Every reversal is written to your ledger with its reason, so you can see exactly what changed and why.
• Manual adjustments require a supervisor’s approval and are recorded against the staff member who made them.

• Prices are in Nepali rupees. The tax applied is shown at checkout and on your invoice.
• An order is confirmed only after we have independently verified the payment with the gateway, not on the strength of a callback alone.
• If you are charged twice for one order, tell us and we will trace and refund it.
• Refunds follow the approval process in section 7 and return to the original payment method.

• Each product states its classification (OEM, genuine or aftermarket) along with the models it fits, its warranty and whether it can be returned.
• Stock is not reserved until your order is confirmed. If an item sells out between your order and confirmation, we will tell you and refund it.
• Returns are accepted within the window shown on the product, for items marked returnable, unused and in their original packaging. Fitted parts and consumables that have been opened cannot be returned.
• Warranty is the period stated on the product and covers manufacturing defects, not damage from an accident, misuse or incorrect fitting.
• Returns and refunds are decided through a documented approval process and are logged.

Raise a ticket in the app under the category that fits: payment and bonus, account and application, accident and emergency, vehicle maintenance, or documents and registration.

• Accident and emergency tickets are prioritised automatically and escalated to the emergency team.
• Our published response targets are what we aim for and hold ourselves to. They are a commitment to answer, not a guarantee of a particular outcome.
• Every ticket keeps its full history. You can see what was done and when.

In a genuine emergency, call the national emergency services first, then call us on 9712604900.

• Submit false documents, or trips that did not happen.
• Use another person’s account, or let someone use yours.
• Attempt to obtain points or refunds you are not entitled to.
• Abuse or threaten our staff or other riders.
• Attack, probe or interfere with the platform, or attempt to reach records that are not yours.

We can suspend or close an account where there is good reason: fraud, false documents, abuse of staff, an unpaid balance, or a legal requirement. We will tell you the reason unless the law prevents it, and you can respond through a support ticket.

You can close your account at any time. What happens then is set out on the account deletion page.

We work to keep the platform available, accurate and secure, but we do not promise it will be uninterrupted or error-free. We are not responsible for the Yango app, the Khalti gateway, SMS delivery by a third-party network, or events outside our control.

Nothing here limits liability that Nepali law does not allow us to limit, including liability for death or personal injury caused by our negligence, or for fraud.

When these terms change we update the date at the top. Material changes are notified in the app and by SMS before they take effect. Continuing to use the platform afterwards means you accept the revised terms.

These terms are governed by the laws of Nepal, and the courts of Lalitpur have jurisdiction. Before going to court, please raise a support ticket. Almost everything is resolved faster that way.

Address

Shankhamul, Lalitpur, Nepal

Phone

9712604900 · 9712604901

WhatsApp

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