Retriever
Sign up
Back to homeRetriever

Acceptable Use Policy

Last updated 28 October 2026

This page is the list of things you may not do with Retriever (formerly Pasal). It exists so that the line is drawn before anyone crosses it, and so that when we do have to close a shop, both sides already know why. It is part of the Terms of Service, so breaking a rule here breaks the Terms. We can update this page on its own without re-issuing the Terms, and when we do the date at the top changes. Most shops will never think about it again: it is written for the few that need it, and for the person who has found something on a Retriever shop and needs to tell us.

  1. 01

    Who this applies to

    Retriever is operated by Retriever Labs Pvt. Ltd., a private limited company registered in Nepal on 13 August 2026, registration number 399717/83/84, PAN 623700901, at Bhaktapur Municipality-2, Bhaktapur. We trade as Retriever Labs. If you need our registration details for a contract or a complaint, email us and we will send them.

    This page applies to you if you run a shop on Retriever, to anyone you invite into your dashboard or counter, and to anyone using a Retriever storefront. If you invite staff, what they do is done as your shop, so pass these rules on to them.

    It also applies to you if you have never used Retriever in your life and are here because something on a Retriever shop is yours, or is wrong. The clause called "Reporting something on a Retriever shop" is written for you.

  2. 02

    What you may not sell

    You may not list, sell, take orders for, or advertise any of the following through Retriever:

    • Controlled drugs and narcotics, the things used to take them, and any substance sold as a legal substitute for them.
    • Weapons, ammunition, explosives, and their parts.
    • Wildlife, and anything made from a protected species. This includes ivory, rhino horn, big cat skins, bones and claws, musk, pangolin scales, and shahtoosh.
    • Human remains, organs, blood, and body parts.
    • Counterfeits, and copies passed off as the real thing. A replica sold honestly as a replica is a different matter; a replica sold under someone else's brand is not.
    • Stolen goods, or goods you cannot show you had the right to sell.
    • Money itself. That means dealing in foreign currency, running a money changing service, and trading in cryptocurrency. Retriever is a place to sell goods and services, not a place to deal in money, and these trades are restricted in Nepal.
    • Lotteries, betting, and gambling for money. A prize draw that costs nothing to enter is not gambling, and is fine.
    • Sexual services, and any listing that offers a person.
    • Fake documents: identity papers, certificates, licences, examination papers, and receipts made to deceive.
    • Accounts, passwords, personal data, and contact lists. You may not sell your customer list, or anybody else's.
    • Anything the law where you trade does not allow you to sell.

    If we find any of this, the shop goes. There is no warning step for this list.

  3. 03

    Trades that need a licence

    Some goods are lawful to sell and still need a licence in Nepal. Alcohol needs a liquor licence. Tobacco is an excisable good and needs an excise licence. Medicines are controlled, and prescription medicines in particular are not something you can put on a public catalog. Gold dealing and fuel are licensed trades. Your local authority may licence other things besides.

    The rule is simple. If your goods need a licence, you must hold it, keep it current, and be able to show it to us if we ask. Retriever does not check your licence for you and does not issue one, and nothing on this page is us telling you that your goods are lawful. If you are unsure, ask your local authority or a lawyer before you list.

    We may ask a shop selling licensed goods to show us its licence, and we may take the listings down until it does.

  4. 04

    What you may not put on a shop

    Use only what is yours. Your photographs, your words, your logo, or ones you bought or were given permission to use. A picture you found on Google is not yours. The photographs you see in the demo shops and in the preview while you are setting up are ours, not yours to use elsewhere. Your shop opens with an empty shelf and the cover photo we chose for your trade, which you may keep on your Retriever shop. Every other picture on it has to be one you took, bought, or were given permission to use.

    Nothing sexual involving anyone under 18. We remove it, close the shop, keep what the law requires us to keep, and report it. There is no appeal and no second look.

    Nothing that incites violence or hatred against a group of people, whether by caste, ethnicity, religion, region, sex, disability, or anything else of that kind.

    Do not pretend to be someone else. Do not use another business's name, mark, or shopfront in a way that makes a customer think they are buying from them. Do not present your shop as Retriever, as Retriever Labs, or as an official arm of either.

    Say what you are actually selling. Prices must be the real price including tax, delivery charges must be stated before checkout, and stock and delivery times must be honest. Nepali consumer law treats a misleading price or a hidden charge as an unfair trade practice, and so do we.

    Tickets must be real. Do not sell tickets to an event you have no right to run, and do not sell more of them than the venue lawfully holds. Retriever is the thing that scans them at your door, so an oversold event becomes our problem at the moment it becomes your customer's problem.

    Do not use the khata to shame anybody. The credit book is a book. Do not publish it, do not post a debtor's name, photograph or balance anywhere, on your shop or off it, and do not use it to threaten anybody. Chasing what you are owed is your right. Humiliating somebody with a record you keep on our servers is not.

  5. 05

    Email sent through Retriever

    When Retriever emails your customer, it goes out from an address we own, with your shop's name on it and replies coming back to you. Every shop shares that sending capacity. So one shop's bad habit lands on every other shop, and the rules here are firmer than you might expect.

    Service mail and optional review invitations. Use service messages only for the person's order, booking, ticket, invoice or account. Review invitations may ask for an honest account of a genuine completed visit when you have appropriate permission to contact the person. Respect opt-outs. Do not fabricate reviews, offer incentives, select only happy customers, pressure people or require a particular rating. Follow Google's review policy.

    Retriever is not a newsletter tool. Do not use it to send offers, campaigns, or announcements to people in bulk.

    Every address must have been given to you. By the person, to buy from you. You may not put a bought list, a scraped list, or a list inherited from another business into Retriever.

    Do not put someone else's address into an order, a booking, or a ticket. That makes us send mail to a person who never asked for it, from our domain.

    If a shop's mail starts drawing spam reports or bounces, we may slow it down or stop sending for that shop, at once and without notice, and keep it stopped until it is sorted out. We would rather tell one shop that than let every shop's order confirmations stop.

  6. 06

    Messages and automatic replies

    These rules cover the Inbox (Instagram, Messenger and, once it is available, WhatsApp), automatic product help, and comment replies on Instagram once Retriever offers them. They sit on top of Meta's own rules, which you also agreed to when you connected the account.

    • Reply only to people who wrote to you first, within the time Meta allows. Do not use Retriever to start conversations, send offers to people who did not ask, or message people in bulk.
    • Connect only accounts that are your shop's own, and do not connect one to read or answer messages meant for somebody else.
    • Do not set trigger words, public replies or product links that mislead: a comment reply must point to the product the post is actually about, at its real price.
    • When a person asks to talk to a person, or to stop (HUMAN or STOP), respect it. Do not work around a pause by writing to them from somewhere else in Retriever.
    • Do not pretend an automatic reply is a person when someone asks, and do not use automatic replies to collect passwords, card numbers, one-time codes or identity documents.
    • Do not try to make automatic product help say things it should not, or to push it past the daily limits we set.

    If an account is used for spam or harassment, or Meta asks us, we may turn off automatic replies or comment replies for the shop, or disconnect the account, at once.

  7. 07

    Chat on your shop page

    If you turn on chat on your shop page, you answer the messages from the Inbox. Where Retriever has switched it on for your shop, automatic product help answers product questions there by default, using Anthropic's Claude as our Privacy Policy describes, until you reply to a visitor; you can turn it off in the Inbox's Shop page chat settings, and you answer for it while it is on, as for anything sent from the Inbox. Use what a visitor gives you (a phone number or an email) only to answer what they asked, not to send offers they did not ask for. Retriever emails your reply to a visitor who left and confirmed their email, as "your shop's name via Retriever". Retriever deletes chat messages after 30 days, and may limit or turn off a shop's chat if it receives spam or harassment, or if it is used to send spam or harassment.

  8. 08

    ChatGPT, Claude and other AI assistants you connect

    If your shop lets people connect an AI assistant to Retriever, these rules apply to everyone who connects one, and the owner who turned it on answers for them.

    • Connect only your own assistant account, for a shop you work in, and only with the permissions you need. Do not share a connection, or the link or code that makes one, with anyone else.
    • Do not use an assistant to get around your Retriever permissions, to read another shop, or to copy a shop's customer details into another service in bulk.
    • Do not run an assistant in a loop or a script against Retriever. We limit how often an assistant can ask and may end a connection that goes past it.
    • If an assistant changes your shop's look, you are responsible for what it publishes, the same as if you had done it yourself. Everything on this page still applies to the result.
    • If you say yes to a change an assistant prepares (a product, a price, a stock count, what is on sale, a photo from a web address, a promo code, a delivery fee, opening hours, the shop's profile, or an order or booking), you are responsible for it, the same as if you had made it yourself in Retriever. Some of these email your customers, as they do when made by hand. Read the change before you say yes, and only give photo addresses you are allowed to use.

    We may end a connection, or switch the feature off for a shop, if these rules are broken. The owner can revoke any connection in Settings → AI assistants.

  9. 09

    Technical rules

    • Do not try to reach another shop's data, or any part of Retriever that is not yours. Not by guessing an address, not through the API, not through a ticket code, not by any other route.
    • Do not scrape Retriever or its shops, and do not run bots against them.
    • Do not put load on the service that degrades it for other people.
    • Do not test the security of Retriever without our written permission, except as set out in the next clause.
    • Do not take Retriever apart to build a copy of it, and do not resell access to your dashboard.
  10. 10

    Copying Retriever

    This rule applies to everyone who visits retriever.com.np, a Retriever shop or the help centre, with or without a Retriever account, and to any AI agent or automated tool acting for them.

    • Do not copy or recreate Retriever's design, screens, wording, illustrations, mascots, logo or code, for another website, app or product.
    • Do not ask an AI model, AI agent, coding assistant or design tool to do it for you, and do not give it our pages, screenshots or code for that purpose. Whoever gives the instruction is responsible for the result.
    • Do not make a site or app that a shop owner or a shopper could mistake for Retriever.
    • Do not collect our pages or screens with automated tools to do any of this.

    Reading our pages to learn how Retriever works, comparing it with other software, or writing about it is fine. General ideas and common interface conventions are nobody's to own, and we do not claim them.

    If this rule is broken, we may close the Retriever account involved, send takedown notices to wherever the copy is hosted, listed or sold, and bring claims for infringement of our copyright and of the Retriever name and logo, against the person responsible and against any company whose service made, hosted or sold the copy and is responsible under the law that applies. The Terms of Service set this out in full.

  11. 11

    Found a security problem

    If you have found a hole in Retriever, we would genuinely rather hear it from you than from an attacker.

    Email support@retriever.com.np with "Security" at the start of the subject line. It reaches Rohan Bhaju directly. Tell us what you found and how to reproduce it. We will confirm we have it within 2 working days, tell you what we are doing, and let you know when it is fixed.

    What we ask of you while you look:

    • Use your own shop, or a shop you made for the purpose. Do not open, copy, change, or delete anybody else's data. If you stumble into someone else's data, stop, and tell us what you saw.
    • Do not degrade the service for other people while testing.
    • Give us a reasonable time to fix it before you publish anything.

    What we promise in return: if you follow those three things and report in good faith, we will not take legal action against you, we will not ask a hosting or network provider to act against you, and we will not treat your report as a breach of this policy. If you would like the credit, we will name you when the fix ships.

    We are a small company and we have no bug bounty budget, so we cannot offer money. We would rather say that plainly than let you find out afterwards.

  12. 12

    Reporting something on a Retriever shop

    If something on a Retriever shop is yours and should not be there, or breaks the law, tell us.

    Email support@retriever.com.np with:

    • The exact web address of the page, and which item on it.
    • What the material is, and why you have the right to ask about it.
    • What you want us to do.
    • How to reach you.

    Reports are handled by Rohan Bhaju, who founded Retriever.

    What we do. We will look at every report within 5 working days and tell you what we have decided within 15 days. If the problem is clear, we take the material down straight away. Otherwise we ask the shop about it first.

    What the shop can do. When we take something down, we tell the shop what went and why, and they can reply. If they tell us they do have the right to it, we pass that reply back to you, and then it is between the two of you. The material stays down while that is going on, unless we are satisfied the report was wrong or a court tells us otherwise. We are not a court and we cannot decide who owns what, and neither of you can hold us responsible for taking something down, leaving it up, or putting it back, where we acted honestly on what we were told. If it goes further than us, a court decides and we will do what a court tells us.

    Repeat offenders. A shop that keeps posting material it has no right to is closed, whatever any single report says.

  13. 13

    What happens when a rule is broken

    We would usually rather fix a shop than close it, so this is the order it goes in.

    Something fixable. We email you, tell you exactly what is wrong, and give you 7 days to put it right. Most things end here.

    Something urgent, or plainly illegal. We suspend or remove the shop straight away and tell you why afterwards. Anything on the "What you may not sell" list, and anything involving a child, skips every other step.

    What suspension means. We stop your shop selling. We do not take your records away: ask us and we will give you a copy of what is in your shop. The point of a suspension is to stop the trading while it is sorted out, not to leave you without your own books.

    Repeat trouble. A shop that keeps breaking the same rule is closed even where each single time was small.

    Appealing. Reply to the email we sent you. A person reads it, not a filter. Tell us what we got wrong and we will look again.

    Money. If we close your shop for breaking these rules, we keep the unused part of a plan you have paid for only up to what the breach actually cost us, and we refund the rest.

  14. 14

    Changes to this page, and contact

    We will update this page as we learn what shops actually do, and the date at the top will change with it. If a change matters to how you run your shop, we will tell you.

    Email support@retriever.com.np. A person answers.

    Nothing on this page is legal advice, and we cannot tell you whether your goods are lawful to sell or whether you need a licence. That is a question for your local authority or your own lawyer.

This is written in plain language so it is easy to read. If anything is unclear, email support@retriever.com.np and a person will answer. The other pages in this set are the Terms of Service, the Privacy Policy, the Acceptable Use Policy, the Refunds page, the list of companies that help us run Retriever, and how to have your data deleted.