सहयोग · Help centre
Everything we’d ask a friend before they booked in Nepal
This is a demo build, so nothing here is a legal policy — but these are the rules a Nepal marketplace actually needs: what verification means, who pays when a landslide closes a road, and where the money sits between your wallet and the host’s kitchen.
Nepali & English support
01-4XXXXX and 98XX-XXXXXX, 06:00–23:00 NPT, every day including Dashain.
If the road closes
Landslide, bandh or strike: we call you, rebook or refund, and cover meals for the delay.
Payment stuck
eSewa/Khalti/ConnectIPS disputes resolved in 24 h; card refunds in 5–7 working days.
Altitude or medical
High-area listings must hold an evacuation plan; our ops team speaks to the hospital with you.
Money, refunds and the 24-hour rule
Your payment is held by HimaGo, not paid to the host, until 24 hours after you check in. If the room is not what the listing said — no hot water, a broken lock, a house that doesn’t exist — you don’t have to argue from the courtyard: tap “Report a problem” on the trip and our ops team calls the host while you’re still there.
When the road or the sky closes
- 1Call us before you call anyone else — 06:00 to 23:00 NPT, and we can reach the ward office.
- 2We confirm you're safe, then find a bed: our own listings first, then a partner hotel if every homestay is full.
- 3Meals and one extra night are on HimaGo. No receipts, no claim form, no argument.
- 4We re-date your nights free of charge and tell the next host so the room isn't given away.
- 5If you must leave early, the unused nights are refunded at the same rate you paid.
What “verified” means here
- A person walks the house. Not a phone call — a visit, with photos of each guest room.
- Department of Tourism registration number checked against the DoT list.
- Hot water tested at the hour a guest would actually need it, and the Wi-Fi speed measured.
- Fire extinguisher present and in date, escape route posted in the room, first-aid kit checked.
- Post-2015 seismic checklist: ring beam, unreinforced masonry, roof fixings, chimney flue.
- At altitude: oxygen on site or a named evacuation plan, plus the nearest clinic's number.
- Host's ID and bank or wallet account matched to the same name.
- Re-verified every 12 months, or immediately after any report.
Report a listing or a guest
Anything that breaks the trust — a property not as listed, an unlicensed operator, harassment, a wildlife-product shop being promoted — goes to our trust team and is answered within 6 working hours. Listings are hidden while we look, and confirmed problems are removed permanently with the money back.
Access, help animals, and other asks
- Step-free access: only some houses can offer it, and we'd rather say no than let you arrive and find 62 stairs. Ask and we'll check the path, not just the room.
- Assistance dogs always welcome; other dogs only where the listing says so — many village houses have their own.
- Dietary needs: dal bhat is vegetarian by default in most homes; say the word for gluten-free (buckhead/millet) or Jain.
- Prayer space and quiet hours are standard; the house rules on each listing say what the neighbours expect.
Reviews, and why we publish the awkward ones
Only guests who paid through HimaGo can review, both sides rate each other, and neither can delete the other’s words. A host who cancels loses the badge and the ranking — because in a market where a listing is someone’s home and income, a lie in a review hurts twice. Reviews that name hot water, heating and whether the host answered are pinned to the top: that’s what the next person needs.
6,110
Reviews published
23
Removed for being fake
94%
Hosts replying
Back to the homepage, or plan the trip.