Complaints & Dispute Resolution

1. We want to fix problems quickly

If something goes wrong, with a payment, a project, a job listing, another user or Alwass itself, tell us. This page explains how we handle complaints and disputes, in line with the E-Commerce Act 2081 and the Consumer Protection Act 2075.

2. Our Grievance Officer

Grievance Officer, All Work and Service Solution Pvt. Ltd (Alwass). Email: support@alwass.com. Phone: +977 9864430736, +977 9864430737. Offices: Ratnachowk-7, Pokhara, Nepal, and Kathmandu.

3. How to make a complaint

Email support@alwass.com or call us. Please include your account email, what happened, when, and any reference such as a job, project, order or Khalti transaction number. You can also use the report button on any job, profile, project or listing.

4. What happens next

We acknowledge your complaint within 48 hours. We look into it, which may include asking you and the other party for information. We then give you a decision, with our reasons, within 15 days of receiving your complaint.

5. Disputes between a client and a freelancer

While a milestone or order is not yet approved, either side can raise a dispute from the project or order page. The payment stays held by Alwass during the review. We look at the agreed work, the messages and the files shared on Alwass, and decide whether the held payment is released to the freelancer or refunded to the client. We explain the decision to both sides. Evidence from outside Alwass is harder for us to check, so keep your project conversation on the platform.

6. Reports about illegal fees or fake jobs

If an employer or agency asks you for money to apply, charges more than the legal service fee for work abroad, or posts a job that is not real, report it from the listing or email support@alwass.com. We act on these reports first, can remove the listing and close the account, and may inform the Department of Foreign Employment or the police.

7. If you are not satisfied

If you do not agree with our decision, you can ask for it to be reviewed again by writing to support@alwass.com within 15 days. You may also take the matter to the Department of Commerce, Supplies and Consumer Protection, to mediation, or to a competent court in Nepal. Using our process first does not take away any of those rights.