At Laayo, we work hard to ensure a seamless delivery experience. However, we understand that issues may arise. This Refund & Cancellation Policy explains how cancellations, returns, and refunds are handled for Users, Vendors, and Delivery Partners.
By using Laayo’s apps and services, you agree to this policy.
Users may cancel an order before the vendor has confirmed or started preparing it.
Once the vendor has confirmed and preparation has started, cancellation may not be possible.
If a user cancels after preparation or dispatch, cancellation fees may apply, and the order amount may not be refundable.
Vendors may cancel orders due to stock unavailability, operational issues, or other valid reasons.
If a vendor cancels, the user will receive a full refund of any prepaid amount.
Repeated vendor cancellations may result in penalties or suspension of vendor accounts.
Delivery partners may cancel an order only in exceptional cases (vehicle breakdown, emergency).
Frequent cancellations by delivery partners may result in penalties, reduced earnings, or account suspension.
If a delivery partner cancels after pickup, Laayo will reassign the order to another partner.
A refund may be issued in the following cases:
Order canceled by the vendor or Laayo due to stock issues.
Order canceled by Laayo due to unforeseen operational reasons.
Wrong, missing, or severely damaged items delivered (verified through support).
Payment made but order not placed due to technical issues.
Refunds are not eligible in the following cases:
Incorrect delivery address or contact details provided by the user.
User not available to receive the order at the delivery location.
Change of mind after order confirmation.
Delays caused by traffic, weather, strikes, or force majeure events.
Refunds will be processed to the original payment method (Wallet, Bank, Card, or Online Gateway) or credited to the user’s Laayo Wallet.
Refund processing time: 7–14 business days, depending on the payment provider.
For Cash on Delivery (COD) orders, refunds (if applicable) will be credited to the Laayo Wallet for future use.
Laayo does not accept direct returns.
If a product is damaged, missing, or incorrect, users must report the issue to support@laayo.com.np within 24 hours of delivery with photos/evidence.
Laayo will coordinate with the vendor to investigate and process refunds if applicable.
If there is a dispute regarding order value, product quality, or refund eligibility, Laayo will mediate between the user, vendor, and delivery partner.
Laayo’s decision on disputes will be final.
Delivery charges are non-refundable once an order has been dispatched.
In case of vendor or Laayo cancellation before dispatch, delivery fees (if prepaid) will be refunded.
If a refund is issued to a user for vendor or delivery partner error, the refund amount may be deducted from future vendor payouts or delivery partner earnings.
If Laayo is at fault, Laayo will bear the refund cost.
For cancellation, refund, or order-related concerns, please contact us:
💸 Payment Issues: payments@laayo.com.np
