Last Updated: April 5, 2026

Welcome to Laayo.

These Terms & Conditions (“Terms”) govern your access to and use of the Laayo platform, including:

• User App & Website
• Vendor App
• Delivery Partner App
• Vendor Portal

(collectively, the “Platform”).

The Platform is operated by Laayo Services Private Limited, a company duly registered in Nepal with Taxpayer Identification Number (TIN): 623551868.

Services are currently available across Central Jhapa, unless expanded by Laayo.

By creating an account, accessing, downloading, or using the Platform, you agree to be legally bound by these Terms. If you do not agree, you must not use the Platform.

1. Nature of the Platform

Laayo is a technology-enabled marketplace and logistics facilitation platform that connects:

• Users (Customers)
• Vendors (Restaurants, Stores, Pharmacies, and Businesses)
• Delivery Partners (Independent delivery personnel)

Laayo:

• Does not manufacture, own, or stock goods
• Does not directly sell products
• Acts solely as a marketplace and logistics facilitator

All responsibility related to products lies with the respective Vendor.

Delivery Partners operate as independent contractors and are not employees, agents, or representatives of Laayo.

2. Eligibility

Users

• Must be at least 15 years of age to create an account

Vendors

Must:

• Hold valid business registration
• Maintain a valid TIN/VAT registration (where applicable)
• Comply with all applicable Nepali commercial and tax laws

Delivery Partners

Must:

• Hold a valid driving license
• Provide valid citizenship/ID
• Maintain valid vehicle documents
• Comply with traffic and transport laws

Laayo reserves the right to verify documents and approve, reject, or suspend accounts at its discretion.

3. Account Registration & Security

You agree to:

• Provide accurate and complete information
• Keep your contact and delivery details updated
• Maintain confidentiality of login credentials

You are responsible for all activity under your account.

Laayo is not liable for unauthorized access resulting from your negligence.

Creating multiple accounts for fraudulent or abusive purposes is strictly prohibited.

4. Platform Usage Rules

You agree not to:

• Hack, reverse engineer, scrape, or disrupt the Platform
• Use bots, automation tools, or malicious software
• Bypass payment systems
• Engage in fraudulent activities
• Harass users, vendors, delivery partners, or Laayo staff
• Violate any applicable laws of Nepal

Violations may result in suspension, termination, and legal action.

5. Services Provided

Laayo may provide:

• On-demand delivery of food, groceries, pharmacy items, and parcels
• Real-time order tracking (where available)
• Cash on Delivery (COD)
• Digital payment options (if enabled)
• Vendor tools and analytics
• Delivery Partner earning systems

Laayo reserves the right to modify, suspend, or discontinue services at any time without prior notice.

6. User Terms

Users must:

• Provide accurate delivery addresses
• Be available to receive orders
• Pay the full billed amount, including applicable taxes and delivery fees

Users must not:

• Place fake or prank orders
• Abuse promotional systems
• Refuse delivery without valid reason

Cancellation Policy

• Orders may be canceled only before vendor confirmation
• Cancellations after confirmation may be denied

Refunds are subject to the Refund Policy.

7. Vendor Terms

Vendors are fully responsible for:

• Product quality, safety, and hygiene
• Accurate pricing and descriptions
• Compliance with food safety, pharmacy, and consumer laws
• Proper packaging

Vendors must not:

• Sell illegal, counterfeit, expired, or restricted items
• Cancel confirmed orders without valid reason

Laayo reserves the right to:

• Deduct commissions and service fees
• Suspend or remove vendors
• Withhold payouts in case of violations

8. Delivery Partner Terms

Delivery Partners must:

• Follow traffic laws
• Deliver orders professionally
• Protect customer privacy
• Handle goods safely

Delivery Partners must not:

• Tamper with orders
• Consume or replace items
• Misuse customer information
• Engage in theft or fraud

Delivery Partners are responsible for:

• Personal insurance
• Taxes
• Vehicle compliance

Laayo may impose penalties or terminate accounts for misconduct.

9. Payments & Fees

Laayo may introduce:

• Delivery fees
• Dynamic or surge pricing
• Platform service fees
• Minimum order requirements

All prices may include applicable taxes under Nepali law.

Vendors and Delivery Partners authorize Laayo to:

• Collect payments on their behalf
• Deduct commissions and fees before settlement

Users agree to pay the final invoiced amount.

10. Cancellations & Refunds

Refunds may be granted for:

• Incorrect or missing items
• Failed deliveries caused by vendor or platform errors

Refunds will typically be processed within 7–14 business days.

Refunds may be denied for:

• Change of mind
• Incorrect delivery details provided by the user
• Delays caused by traffic, weather, strikes, or external factors

11. Delivery Disclaimer

Delivery times are estimates only.

Laayo is not liable for delays caused by:

• Traffic congestion
• Weather conditions
• Vendor preparation delays
• Government restrictions
• Force majeure events

Failed deliveries due to user unavailability may incur charges.

12. Promotions & Rewards

Promotions are discretionary and may be modified or withdrawn at any time.

Fraudulent use may result in:

• Account suspension
• Reversal of rewards
• Legal action

Referral Program Condition

• Referral rewards, credits, or funds will only be granted to the referring user (“Invitor”) after the referred user (“Invitee”) successfully places and completes a qualifying order on the Platform.
• Mere sign-up or account creation by the Invitee does not qualify for referral benefits.
• Laayo reserves the right to define what constitutes a “qualifying order.”
• Laayo may withhold, cancel, or reverse referral rewards in cases of suspected fraud, abuse, or violation of these Terms.

13. Intellectual Property

All trademarks, logos, designs, software, and content are the property of Laayo Services Private Limited.

You may not:

• Copy
• Modify
• Distribute
• Commercially exploit

any part of the Platform without prior written consent.

14. Privacy & Data Protection

Laayo may collect:

• Name, phone number, and address
• GPS location data
• Payment information
• Device information
• Order history

Data is used for:

• Service delivery
• Fraud prevention
• Platform improvement
• Legal compliance

Laayo does not sell or rent personal data.

Delivery Partners must enable location tracking during active deliveries.

15. Limitation of Liability

The Platform is provided on an “as is” and “as available” basis.

Laayo is not responsible for:

• Product quality or vendor actions
• Conduct of delivery partners
• Indirect, incidental, or consequential damages
• Force majeure events

Laayo’s total liability is limited to the value of the disputed order.

16. Suspension & Termination

Laayo may suspend or terminate accounts for:

• Fraud or abuse
• Legal violations
• Breach of these Terms

Suspended accounts may lose access to rewards, commissions, or wallet balances, subject to applicable law.

17. Governing Law & Jurisdiction

These Terms are governed by the laws of Nepal.

All disputes shall fall under the exclusive jurisdiction of the courts of Jhapa District, Nepal.

Parties agree to attempt good-faith resolution through Laayo Support before initiating legal proceedings.

18. Amendments

Laayo may update these Terms at any time.

Continued use of the Platform after updates constitutes acceptance of the revised Terms.

19. Contact Information

📧 General: info@laayo.com.np
🛠 Support: support@laayo.com.np
⚠ Serious Issues: admin@laayo.com.np
🏪 Partnerships: partners@laayo.com.np
💸 Payment Issues: payments@laayo.com.np

20. Final Acknowledgment

By using Laayo’s Platform, you confirm that:

• You have read these Terms
• You understand them
• You agree to be legally bound by them