Terms of Service

I. Acceptance of terms #

By accessing or using Laayo's services, you agree to be bound by these Terms of Service. This agreement is effective immediately upon your first use of our platform. If you do not agree with any part of these terms, you must refrain from using our services. Laayo reserves the right to modify these terms at any time, and such modifications will be effective immediately upon posting on our platform. It is your responsibility to review these terms periodically to ensure you are aware of any changes.

Your continued use of Laayo after any modifications to the terms constitutes your acceptance of those changes. These terms apply to all users of the platform, including but not limited to customers, vendors, and delivery partners. By agreeing to these terms, you confirm that you are of legal age to form a binding contract with Laayo and that you have the authority to enter into these terms on behalf of yourself or the entity you represent.

II. Definitions #

To ensure clarity, we have defined certain key terms used throughout these Terms of Service. Understanding these definitions will help you navigate our platform more effectively.

Customer #

A 'Customer' refers to any individual who accesses the Laayo platform to place orders for goods or services. Customers can browse, select, and purchase items from various vendors listed on the platform. As a customer, you are responsible for providing accurate information during the ordering process and ensuring that you comply with all applicable laws and regulations when using our services.

Customers must be at least 18 years old and are required to provide valid identification for age-restricted items. By using Laayo, customers agree to the terms and conditions set forth in this document, including payment obligations and the acceptance of delivery terms.

Vendor / Restaurant Partner / Store Partner #

A 'Vendor', 'Restaurant Partner', or 'Store Partner' is any business entity that has entered into an agreement with Laayo to offer their products or services through our platform. Vendors are responsible for maintaining accurate listings, including product descriptions, prices, and availability. They must comply with all applicable laws, including those related to food safety, hygiene, and taxation.

Vendors are required to fulfill orders promptly and accurately, ensuring customer satisfaction. They are also responsible for managing their account settings, including payment and disbursement preferences. By partnering with Laayo, vendors agree to adhere to the terms and conditions outlined in their vendor agreement and these Terms of Service.

Delivery Partner / Rider #

A 'Delivery Partner' or 'Rider' is an independent contractor who provides delivery services for orders placed through the Laayo platform. Riders are responsible for picking up orders from vendors and delivering them to customers in a timely and professional manner. They must comply with all traffic laws and safety regulations while performing their duties.

Riders are required to maintain accurate records of their deliveries and earnings, and they must adhere to the terms and conditions set forth in their rider agreement. By joining Laayo as a delivery partner, riders agree to operate independently and assume responsibility for their own tax obligations and compliance with applicable laws.

Platform #

The 'Platform' refers to the technology infrastructure provided by Laayo that facilitates the connection between customers, vendors, and delivery partners. The platform includes the Laayo mobile applications (iOS and Android) and the website, as well as any related services offered by Laayo.

The platform is designed to provide a seamless experience for users, enabling them to browse, order, and receive deliveries efficiently. By using the platform, users agree to comply with the terms and conditions outlined in this document and any additional guidelines provided by Laayo.

Services #

'Services' refer to the range of functionalities and features offered by Laayo through its platform. These include order placement, payment processing, delivery coordination, customer support, and any other services provided by Laayo to facilitate transactions between customers, vendors, and delivery partners.

Laayo strives to offer reliable and efficient services to all users. However, the availability and quality of services may vary based on factors such as location, network connectivity, and user compliance with the platform's terms and conditions. By using Laayo's services, users agree to adhere to the terms outlined in this document.

Order #

An 'Order' is a request placed by a customer through the Laayo platform to purchase goods or services from a vendor. Orders are subject to acceptance by the vendor and are governed by the terms and conditions outlined in this document. Customers are responsible for providing accurate information during the ordering process and ensuring payment is made using the available methods.

Vendors are responsible for fulfilling orders promptly and accurately, while delivery partners are tasked with ensuring timely delivery. By placing an order on Laayo, customers agree to the terms and conditions related to order placement, payment, and delivery.

Content #

'Content' refers to any information, text, images, reviews, or other materials uploaded or submitted by users on the Laayo platform. This includes customer reviews, vendor listings, and any other user-generated content. Users are responsible for ensuring that their content complies with all applicable laws and does not infringe on the rights of others.

Laayo reserves the right to review, modify, or remove any content that violates these terms or is deemed inappropriate. By uploading content to the platform, users grant Laayo a license to use, display, and distribute the content in connection with its services.

Wallet #

The 'Wallet' is a digital account feature provided by Laayo that allows customers to store and manage funds for use on the platform. Customers can top up their wallet using supported payment methods and use the balance to pay for orders. Wallet credits are non-cashable, non-transferable, and non-withdrawable.

Refunds for eligible transactions may be processed to the wallet for faster access. By using the wallet feature, customers agree to the terms and conditions related to wallet usage, including any applicable fees or restrictions imposed by Laayo.

Loyalty Points #

'Loyalty Points' are rewards earned by customers based on their eligible spending on the Laayo platform. Points can be accumulated and redeemed for wallet credits, subject to a minimum redemption threshold and conversion rate as published by Laayo. Loyalty points may have different multipliers depending on the customer's tier level or type of transaction.

Customers are responsible for tracking their loyalty points and ensuring they meet the redemption criteria. Laayo reserves the right to modify the loyalty program, including point accrual and redemption rules, at its discretion. By participating in the loyalty program, customers agree to the terms and conditions outlined by Laayo.

Gift Card #

A 'Gift Card' is a prepaid card purchased through the Laayo platform for a specified denomination. Gift cards are delivered to the recipient via email and SMS and can be redeemed for wallet credits. They are non-refundable, non-cashable, and subject to a validity period as disclosed in-app.

Gift cards are subject to fraud-prevention checks, and Laayo reserves the right to cancel or suspend any gift card that is found to be fraudulent or in violation of these terms. By purchasing or using a gift card, users agree to the terms and conditions related to gift card usage and redemption.

Khata #

'Khata' is a buy-now-pay-later credit line offered to eligible customers on the Laayo platform. Customers with a verified account may be granted a credit limit, allowing them to make purchases on credit up to the specified limit. Customers are required to settle their Khata balance by the due date to avoid penalties.

Failure to settle the Khata balance within the disclosed window may result in credit reduction, suspension of the Khata feature, or other consequences as determined by Laayo. By using the Khata feature, customers agree to the terms and conditions related to credit usage and repayment.

Quick Pay #

'Quick Pay' is a feature that allows customers to make in-store payments using a QR code generated by the vendor. Customers can scan the QR code, enter the payment amount, and complete the transaction digitally. Quick Pay transactions may earn loyalty points at a different multiplier.

Laayo retains a service fee for each Quick Pay transaction, and the remaining amount is disbursed to the vendor. By using the Quick Pay feature, customers and vendors agree to the terms and conditions related to QR payments and transaction processing.

III. Eligibility to use the services #

To use the Laayo platform, you must be at least 16 (sixteen) years of age. By using the platform, you confirm that you meet this age requirement and that you are competent to enter into a binding contract with Laayo Pvt. Ltd. under Nepali law.

Certain features, listings and items have a stricter age requirement and are restricted to users who are at least 18 (eighteen) years of age. These include, without limitation:

• Alcoholic beverages and any item listed as alcoholic.
• Tobacco products and any item listed as tobacco.
• Stores that Laayo has tagged as "18+" or "age-restricted" (for example, certain liquor stores, certain pharmacies and certain adult-categorised stores).
• Any other item or category that applicable Nepali law requires you to be 18 or older to purchase.

You agree to provide accurate age information, to upload truthful identity documents if asked for age verification, and to present a valid government-issued ID at delivery for age-restricted items. The Rider may refuse delivery and Laayo may cancel an Order at no further liability if proof of age is not satisfactorily provided.

Laayo operates under Nepali law and primarily serves Birtamod and central Jhapa. By using the Services you agree to comply with all applicable Nepali law and any local regulations that apply to your usage.

IV. Changes to these terms #

Laayo reserves the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting on our platform. It is your responsibility to review the terms periodically to ensure you are aware of any updates. Continued use of the platform following any changes constitutes your acceptance of the revised terms.

We may notify you of significant changes via email or through notifications on our platform. However, it is ultimately your responsibility to stay informed about any modifications. If you do not agree with the updated terms, you must discontinue your use of Laayo's services. Your continued use of the platform signifies your acceptance of any changes made to these terms.

V. Translation of the terms #

These Terms of Service are available in both English and Nepali to accommodate our diverse user base. While we strive to ensure accuracy in translation, in the event of any discrepancies between the English version and the Nepali version, the English version shall prevail.

We encourage users to review the terms in the language they are most comfortable with. If you have any questions or require clarification regarding these terms, please contact our support team at support@laayo.com.np. By using our services, you acknowledge and accept the terms as outlined in the language of your choice.

VI. Provision of the services #

Laayo provides a technology platform that connects customers, vendors, and delivery partners to facilitate the ordering and delivery of goods and services. Our platform includes various features and services designed to enhance user experience, such as order placement, payment processing, and delivery tracking.

We may conduct A/B tests, experiments, and offer beta features to improve our services. Participation in these tests or use of beta features is voluntary, and users may opt-out at any time. Laayo reserves the right to modify, suspend, or discontinue any aspect of its services at its discretion. By using our platform, you agree to the terms and conditions related to the provision of services and acknowledge that service availability may vary based on factors such as location and network connectivity.

App versions and forced updates #

Laayo continuously improves its customer, vendor and delivery-partner apps. From time to time we publish a minimum supported version for each app. If your installed build falls below the minimum, the app may display a non-dismissible update screen and prevent further use until you upgrade. This is necessary to keep all users on a security-patched, bug-fixed and feature-compatible build.

You agree that Laayo may push such force-update screens, deprecate older builds, and may disable specific features on outdated versions. You are responsible for keeping your operating system and apps reasonably up to date. Where a forced update is not available for your platform — for example, an unsupported operating system — Laayo may decline to provide the Services on that device.

VII. Sign-in, accounts and account security #

To access Laayo's services, users must create an account using one of the available sign-in methods. We offer multiple sign-in options, including phone OTP, email and password, Google Sign-In, Facebook Login, and guest checkout. Users are responsible for maintaining the security of their account credentials and for all activities that occur under their account.

Laayo may bind accounts to device IDs to prevent fraudulent activities and may flag or suspend duplicate or suspicious accounts. Users can request account deletion through an OTP-gated multi-step flow, subject to review by our admin team. Some data may be retained for legal, accounting, and anti-fraud purposes. By creating an account, you agree to the terms and conditions related to account security and management.

Sign-in methods (phone OTP, email and password, Google, Facebook, guest) #

Laayo offers a variety of sign-in methods to accommodate user preferences and enhance security. Users can sign in using their phone number with an OTP, email and password, Google Sign-In, Facebook Login, or as a guest. Each method requires users to provide accurate information and maintain the confidentiality of their login credentials.

By choosing a sign-in method, users agree to comply with the terms and conditions related to account access and security. Laayo reserves the right to modify or discontinue any sign-in method at its discretion. Users are encouraged to use strong passwords and enable additional security measures, such as two-factor authentication, where available.

Account security and responsibility #

Users are responsible for maintaining the security of their Laayo account and for all activities that occur under their account. This includes safeguarding login credentials and ensuring that unauthorized individuals do not gain access to the account. Users must notify Laayo immediately if they suspect any unauthorized use of their account or any other breach of security.

Laayo is not liable for any loss or damage arising from a user's failure to comply with these security obligations. By using our platform, users agree to take full responsibility for their account security and to comply with any additional security measures implemented by Laayo.

Multi-account and device-binding #

To prevent fraudulent activities and ensure the integrity of our platform, Laayo may bind user accounts to specific device IDs. This helps us identify and flag duplicate or suspicious accounts. Users are prohibited from creating multiple accounts for the purpose of circumventing platform restrictions or engaging in fraudulent activities.

Laayo reserves the right to suspend or terminate any account found to be in violation of these terms. By using our services, users agree to comply with the rules regarding multi-account usage and device-binding, and to refrain from any activities that may compromise the security or integrity of the platform.

Account deletion and data removal #

Users may request the deletion of their Laayo account through an OTP-gated multi-step flow available in-app. Account deletion requests are subject to review by our admin team and may be approved, rejected, or cancelled based on the circumstances. While we strive to honor account deletion requests, some data may be retained for legal, accounting, anti-fraud, dispute, or regulatory reasons.

By requesting account deletion, users acknowledge that certain information may be retained in accordance with applicable laws and regulations. Laayo is committed to protecting user data and ensuring compliance with privacy and data protection standards. For more information on data retention and removal, please refer to our Privacy Policy.

Single-device sessions #

For account security, your customer account is restricted to a single active session at a time. When you sign in on a new device, any existing session on a previous device is automatically revoked. The previous device will be signed out at its next interaction with the platform and will be informed that the session ended because another device signed in. You may view and end your active sessions from the in-app "Active Sessions" screen.

This single-device enforcement is a security feature designed to limit account-takeover risk and to make sharing credentials with others ineffective. Repeated rapid switches between devices may be flagged by our anti-fraud systems and your account may be temporarily restricted while we review the activity. By using the Services you consent to this enforcement.

VIII. Restrictions on use #

Laayo imposes certain restrictions on the use of its platform to ensure a safe and secure environment for all users. Users are prohibited from engaging in activities such as scraping, automated account creation, API reverse-engineering, and mass-rating manipulation. Harassment or threatening behavior towards riders, vendors, customers, or staff is strictly prohibited.

Fraudulent chargebacks, refund claims, and abuse of wallet, gift card, or referral programs are not allowed. Users must not list or order prohibited goods or services, impersonate others, or engage in identity theft or misrepresentation. Security testing, penetration probing, or vulnerability scanning without Laayo's prior written consent is also prohibited. By using our platform, users agree to comply with these restrictions and to refrain from any activities that violate Nepali law or applicable export-control or sanctions regimes.

IX. Content uploaded by you #

Users may upload content such as reviews, photos, and prescription images to the Laayo platform. By doing so, users grant Laayo a worldwide, perpetual, irrevocable, royalty-free, sub-licensable license to use, host, store, modify, display, distribute, and re-use that content in connection with Laayo's business. Users are responsible for ensuring that their content is accurate, lawful, and does not infringe on the rights of others.

Laayo reserves the right to remove any content that violates these terms or is deemed inappropriate. Users must ensure that their reviews reflect genuine first-hand experiences and that photos or prescription uploads comply with applicable laws. By uploading content, users agree to the terms and conditions related to content usage and acknowledge that Laayo may use their content for marketing and promotional purposes.

Customer reviews #

Customers are encouraged to share their experiences by leaving reviews on the Laayo platform. Reviews must be based on genuine first-hand experiences and should not contain false, misleading, or defamatory information. Fake, paid, retaliatory, or coordinated reviews are strictly prohibited and may be removed without notice.

Vendors and delivery partners are not allowed to review themselves or engage in activities that manipulate review ratings. By submitting a review, customers grant Laayo the right to use, display, and distribute the review in connection with its services. Customers agree to adhere to the content guidelines and to provide honest and constructive feedback.

Photos and prescription uploads #

Users may upload photos and prescription images as part of their interactions on the Laayo platform. Photos should be relevant to the order or experience being reviewed and must comply with all applicable laws and regulations. Prescription uploads are required for pharmacy orders and must be accurate and legible.

Laayo reserves the right to review and remove any photos or prescription uploads that violate these terms or are deemed inappropriate. By uploading photos or prescriptions, users grant Laayo the right to use, display, and distribute the content in connection with its services. Users are responsible for ensuring the accuracy and legality of their uploads.

Third-party content #

Laayo's platform may include content provided by third parties, such as vendor menus, item photos, and descriptions. This third-party content is supplied by the vendors and is not warranted by Laayo for accuracy or completeness. Users should verify the information before making any purchasing decisions.

Laayo is not responsible for any errors or omissions in third-party content and does not endorse any products or services offered by third parties. By using the platform, users acknowledge that third-party content is provided for informational purposes only and agree to hold Laayo harmless from any claims arising from the use of such content.

Content removal #

Laayo reserves the right to remove any content that violates these terms or is deemed inappropriate. This includes content that is false, misleading, defamatory, or infringes on the rights of others. Users are responsible for ensuring that their content complies with all applicable laws and regulations.

By uploading content to the platform, users agree that Laayo may remove or modify their content at its discretion. Users are encouraged to review their content regularly and to ensure that it remains accurate and compliant with the platform's guidelines. Laayo is committed to maintaining a safe and respectful environment for all users.

License granted to Laayo #

By uploading content to the Laayo platform, users grant Laayo a worldwide, perpetual, irrevocable, royalty-free, sub-licensable license to use, host, store, modify, display, distribute, and re-use the content in connection with Laayo's business. This license allows Laayo to use user-generated content for marketing, promotional, and operational purposes.

Users are responsible for ensuring that their content does not infringe on the rights of others and that they have the necessary permissions to grant this license to Laayo. By uploading content, users agree to the terms and conditions related to content usage and acknowledge that Laayo may use their content in various forms and media.

X. Intellectual Property #

Laayo Pvt. Ltd. owns all rights, titles, and interests in and to the Laayo platform, including but not limited to the Laayo logo, app interfaces, designs, code, and photographic library. These elements are protected by applicable intellectual property laws. Users are granted a limited, non-exclusive, non-transferable, and revocable license to access and use the platform solely for personal, non-commercial purposes. Any unauthorized use, including scraping, reverse-engineering, or commercial exploitation, is strictly prohibited and may result in legal action.

Furthermore, all trademarks, service marks, and trade names displayed on the platform are proprietary to Laayo or its licensors. Users are not permitted to use these marks without the prior written consent of Laayo. Any third-party content, such as vendor menus and item photos, are provided "as is" and Laayo does not warrant their accuracy. Users acknowledge that they do not acquire any ownership rights by downloading or using content from the platform.

XI. Privacy and data protection #

Laayo is committed to protecting the privacy of its users. We collect, use, and share personal information as described in our Privacy Policy. This section outlines the types of data we collect, how we use it, and the measures we take to protect it. By using the Laayo platform, you consent to the collection and use of your data in accordance with these terms.

We implement a variety of security measures to maintain the safety of your personal information. However, no method of transmission over the internet or method of electronic storage is 100% secure, and we cannot guarantee its absolute security. Users are encouraged to review our Privacy Policy for more detailed information.

Data we collect #

Laayo collects various types of data to provide and improve our services. This includes identity information such as your name, phone number, email address, and date of birth. We also collect location data, device information, payment details, and content you upload, such as reviews and photos. For vendors and riders, additional KYC documents and business-related information are collected.

We use this data to facilitate order processing, improve user experience, and enhance security. By using our services, you agree to the collection and use of your data as outlined in our Privacy Policy. Users can manage their data preferences through the app settings.

Data we share with third parties #

Laayo shares data with third parties only as necessary to provide our services. This includes sharing order details with vendors and delivery partners, and payment information with payment processors. We also share data with communication providers for transactional messages and with AI providers for service enhancements.

We ensure that all third parties adhere to strict data protection standards. Laayo does not sell personal data to third parties for marketing purposes. Users can find more information about data sharing practices in our Privacy Policy.

AI providers and processing #

Laayo utilizes third-party AI services to enhance user experience, such as providing menu suggestions and support chat assistance. Limited user data may be processed by these AI services to deliver personalized recommendations and improve service efficiency.

We ensure that AI providers comply with applicable data protection laws and maintain the confidentiality of user data. Users can opt-out of certain AI-driven features through the app settings, although this may limit the functionality of some services.

Cookies and sessions #

Laayo uses cookies to enhance user experience and improve service functionality. Cookies help us remember user preferences and provide a more personalized experience. Our session cookies are secure, with a limited idle window to protect user data.

Users can manage cookie preferences through their browser settings. However, disabling cookies may affect the functionality of the platform. For more information on our use of cookies, please refer to our Privacy Policy.

Crash and analytics #

To ensure the stability and performance of our platform, Laayo collects crash reports and analytics data. This information helps us identify and resolve issues, improve service quality, and enhance user experience. We use industry-standard tools like Firebase Crashlytics for this purpose.

Analytics data is collected in aggregate form and does not personally identify users. Users can opt-out of certain analytics tracking through the app settings. For more details, please review our Privacy Policy.

Data retention #

Laayo retains user data for as long as necessary to provide our services and comply with legal obligations. This includes order and transaction data, KYC information, and content uploads. Data may be retained beyond account deletion for legal, accounting, and dispute resolution purposes.

We regularly review our data retention policies to ensure compliance with applicable laws. Users can request data deletion through the app, subject to certain limitations. For more information, please refer to our Privacy Policy.

Phonebook contacts and contact-based recommendations #

If you grant Laayo access to your device contacts, the customer app will upload phone numbers and associated names from your address book to our servers. We use these uploaded contacts to suggest restaurants and items that other Laayo users in your network are ordering, to support the Refer-and-Earn programme, and to surface friends who are also on the platform. Uploaded contacts are linked to your account, are subject to the same security controls as your other data, and can be removed at any time by revoking contact access in your device settings or by deleting your Laayo account.

You confirm that, where required by applicable Nepali or other law, you have a lawful basis to share your contacts with us, including any notice to or consent from the individuals in your address book. Laayo will not market to people in your phonebook who are not Laayo users without their own consent obtained directly. Aggregated, de-identified contact-graph signals may be used to improve recommendations and to detect fraud rings.

Personalized rating and recommendation models #

Laayo computes a "personalized rating" for each store, item or experience that may be shown to you. This personalisation is produced by machine-learning models — including matrix factorisation on order history and text-embedding models on reviews and item descriptions — that run on your historical interactions with the platform (orders, ratings, reviews, taps and search queries). The personalized rating sits alongside the standard average rating; the standard average remains visible so you can compare.

To produce these models we may transmit limited content — typically review text and item descriptions, never your contact list, identity documents or chat messages — to trusted third-party AI providers (for example, OpenAI) under data-processing agreements. Personalized ratings, embeddings and recommendation signals are derived data; deleting your account removes them as part of the standard deletion process. You can opt out of personalised ranking in your app settings, in which case Laayo will fall back to the standard average rating and popularity-based ranking.

Karma trust score #

Laayo maintains an internal "Karma" trust score for customers and delivery partners based on observable behaviour on the platform — for example, completed versus cancelled orders, refund-claim patterns, review authenticity signals, on-time pickup and drop-off, helmet compliance, and similar safety signals. The Karma score is currently used internally to inform support, fraud-prevention and rider-allocation decisions, and may in the future be used to gate access to certain features such as Khata, high-value orders or premium incentives.

You may request a summary of your Karma score and the recent events that affected it by writing to our Grievance Officer (see "Grievance redressal and contact"). We will share what we are reasonably able to share without compromising fraud-prevention measures. You acknowledge that Laayo may operate the Karma system observationally without separate consent for each event, that the score may change over time, and that Laayo's decisions based on the score will be made in good faith and consistent with applicable Nepali law.

Accessibility profile #

You may optionally tell Laayo that you have hearing, vision or mobility needs by completing the Accessibility profile in the customer app. We use that information to surface larger touch targets, screen-reader-friendly flows, simpler chat patterns with riders, and to give the assigned rider a discreet heads-up so they can adapt the drop-off (for example, ringing extra loudly, taking the lift, or messaging in addition to calling). Your accessibility selections are visible to the assigned rider and to Laayo support staff handling your orders.

Disability-related information is a sensitive category of personal data. Laayo treats it confidentially, does not use it for advertising, and removes it on account deletion. You can update or clear your accessibility selections from the customer app at any time.

Hidden restaurants and personalization signals #

You can hide individual restaurants from your home feed using the "Hide this restaurant" option. Hidden-store choices, search history, favourited stores, dietary preferences (for example, Veg Mode) and similar personalisation signals are stored against your account so the experience is consistent across devices. These signals are used to rank and filter the home rails and search results.

You can clear your hidden-restaurant list and reset personalisation signals from the app settings. Hidden restaurants are personal to you and are not shared with the restaurant.

XII. Communications #

Laayo communicates with users through various channels to provide updates, notifications, and support. These communications are essential for the operation of our services and include transactional messages, marketing communications, and support interactions. Users can manage their communication preferences through the app settings.

We ensure that all communications comply with applicable laws and respect user privacy. Users can opt-out of non-essential communications, although this may limit their ability to receive certain updates and offers. For more information, please refer to our Privacy Policy.

Transactional messages #

Transactional messages are essential communications related to order processing, payment confirmations, account security, and KYC verification. These messages are delivered via app push notifications, SMS, email, and WhatsApp. Users cannot opt-out of transactional messages while their account is active, as they are crucial for service delivery.

We ensure that transactional messages are clear, concise, and relevant to the user's interactions with the platform. Users are encouraged to keep their contact information up-to-date to receive these important notifications.

WhatsApp #

Laayo uses WhatsApp for certain transactional and support communications. Users who have interacted with our official WhatsApp number may receive template messages related to order status, location sharing, and support inquiries. We also offer a Laayo AI support bot for initial assistance.

WhatsApp communications are subject to the platform's terms and conditions. Users can manage their WhatsApp preferences through the app settings, although opting out may limit the availability of certain support features.

Marketing opt-out #

Laayo offers users the option to receive marketing communications, including promotional emails, SMS, and push notifications. These communications provide information about offers, discounts, and new features. Users can opt-in to receive these messages and manage their preferences through the app settings.

Users can unsubscribe from marketing communications at any time, although this may prevent them from receiving exclusive offers and updates. We ensure that all marketing messages comply with applicable laws and respect user privacy.

XIII. Advertising and sponsored placements #

Laayo may display advertising and sponsored placements within the platform to enhance user experience and provide relevant offers. These placements are clearly marked and may include promotions from vendors, partners, or third parties. Users may see these advertisements based on their interactions with the platform.

We ensure that all advertising content complies with applicable laws and guidelines. Users can manage their advertising preferences through the app settings, although opting out may limit the availability of certain offers. For more information, please refer to our Privacy Policy.

Laayo reserves the right to determine the placement and frequency of advertisements, and users acknowledge that these placements are an integral part of the platform's business model. We strive to ensure that advertising content is relevant and non-intrusive, enhancing the overall user experience.

XIV. Orders, cancellations and refunds #

Laayo provides a seamless ordering experience, allowing users to place orders for food, groceries, and other items through the platform. We strive to ensure timely delivery and accurate order fulfillment. However, users may encounter situations where cancellations or refunds are necessary. This section outlines the policies and procedures for such scenarios.

Users are encouraged to review their orders carefully before confirmation, as changes may not be possible once the vendor accepts the order. Laayo reserves the right to modify or cancel orders in certain circumstances, such as unavailability of items or vendor issues. Refunds are processed in accordance with our refund policy, and users can raise disputes through the app if necessary.

Placing an order #

Users can place orders through the Laayo app or website by selecting items from participating vendors. The platform provides an estimated delivery time and order total before confirmation. Users are responsible for ensuring the accuracy of their order details, including delivery address and contact information.

Once an order is placed, it is sent to the vendor for acceptance. Users will receive notifications regarding the status of their order, including confirmation, preparation, and dispatch. Laayo is not responsible for any errors or omissions in the order details provided by the user.

Group Orders #

Laayo offers a Group Order feature, allowing users to create a shared cart with friends or colleagues. The host can invite others to join the order, and each participant can add items to the cart. The host is responsible for finalizing the order and making the payment.

Group Orders are subject to the same cancellation and refund policies as individual orders. Participants should communicate clearly to avoid any misunderstandings. Laayo is not responsible for any discrepancies or disputes arising from Group Orders.

Self-pickup #

Where available, users can choose the Self-Pickup option to collect their orders directly from the vendor. This option eliminates delivery fees and allows users to pick up their orders at their convenience. Users will receive notifications when their order is ready for pickup.

Self-Pickup orders are subject to the same preparation and cancellation policies as delivery orders. Users should ensure timely pickup to avoid any issues with order freshness or availability. Laayo is not responsible for any delays or issues arising from user pickup arrangements.

Scheduled Orders #

Laayo allows users to schedule orders for future delivery slots, providing flexibility and convenience. Users can select a preferred delivery time during the order process, subject to vendor availability and platform configuration.

Scheduled Orders are confirmed based on vendor acceptance and may be subject to changes or cancellations if unforeseen circumstances arise. Users will be notified of any changes to their scheduled delivery. Laayo reserves the right to modify or cancel scheduled orders as necessary.

Cancellation #

Users can cancel orders through the Laayo app before the vendor accepts them without incurring any charges. Once accepted, a partial cancellation fee may apply to cover preparation costs. If a rider is dispatched, the full order value may be charged at Laayo's discretion.

Cancellation policies are designed to balance user convenience with vendor and rider commitments. Users are encouraged to review their orders carefully before confirmation to minimize the need for cancellations. Laayo reserves the right to modify cancellation policies as necessary.

Refunds and Refund Reasons #

Refunds are processed for undelivered or materially incorrect orders, subject to our refund policy. Refunds may be issued to the original payment source or to the Laayo Wallet for faster processing. Users can select their preferred refund method during the refund request process.

Refund reasons are pre-configured by Laayo and include options such as incorrect items, late delivery, or order cancellation. Users can raise refund requests through the app, and Laayo will review each request in good faith. Refund decisions are final and binding.

Disputes #

Users can raise disputes regarding orders, cancellations, or refunds through the Laayo app within 24 hours of delivery. Disputes are reviewed by Laayo's support team, and a reasonable determination is made based on the available information.

Laayo aims to resolve disputes promptly and fairly, ensuring a satisfactory outcome for all parties involved. Users are encouraged to provide detailed information and evidence to support their dispute claims. Laayo's determination is final and binding, subject to applicable laws.

XV. Delivery, ETA and tracking #

Laayo provides dynamic delivery estimates based on various factors, including rider location, store preparation status, and current traffic conditions. While we strive to deliver orders within the estimated time, actual delivery times may vary due to unforeseen circumstances. Users can track their orders in real-time through the app.

Delivery charges are calculated based on distance, time of day, and surge conditions. These charges are displayed before order confirmation and form part of the binding order total. Users are encouraged to review delivery charges carefully before placing an order. Laayo reserves the right to adjust delivery charges as necessary.

Estimated Delivery Time #

The estimated delivery time (ETA) provided by Laayo is an approximation based on current conditions and is subject to change. Factors such as rider availability, traffic, and weather can impact delivery times. Users are encouraged to monitor their order status through the app for real-time updates.

While we strive to meet the estimated delivery time, Laayo is not liable for any delays beyond our control. Users should plan accordingly and allow for potential variations in delivery times. For urgent orders, users may contact customer support for assistance.

Live rider tracking #

Laayo offers live rider tracking for active orders, allowing users to view the rider's location and estimated arrival time. This feature provides transparency and helps users plan for order receipt. Users can access live tracking through the app's order details page.

Live tracking is dependent on rider GPS availability and may be subject to connectivity issues. Users are encouraged to report any discrepancies or issues with tracking to customer support. Laayo is committed to providing accurate and reliable tracking information.

Delivery charges #

Delivery charges are calculated based on several factors, including the distance between the vendor and the delivery address, the time of day, and any applicable surge pricing. These charges are displayed before order confirmation and are included in the total order cost.

Users are responsible for reviewing delivery charges before placing an order. Laayo reserves the right to adjust delivery charges as necessary, and users will be notified of any changes before order confirmation. Delivery charges are non-refundable once the order is confirmed.

Surge pricing and weather #

Surge pricing may apply during peak hours, adverse weather conditions, or rider scarcity. The surge multiplier is disclosed at checkout, and users can choose to proceed with the order or wait for normal pricing to resume. Surge pricing helps ensure rider availability during high-demand periods.

Riders can report weather conditions that may impact delivery times, and users will be notified of any potential delays. Laayo is committed to providing timely and reliable service, even during challenging conditions. Users can contact customer support for assistance with surge pricing or weather-related issues.

Food Rescue #

Laayo's Food Rescue feature allows riders to offer discounted meals from cancelled orders that have already been prepared. Nearby users can purchase these meals at a reduced price, helping to minimize food waste and support sustainability efforts. Laayo absorbs the discount, and the rider re-uses the delivery.

Users can access Food Rescue offers through the app and enjoy quality meals at a lower cost. This feature is subject to availability and may vary based on location and demand. Laayo is committed to promoting sustainable practices and reducing food waste through innovative solutions.

XVI. Payments, wallet, loyalty, gift cards, Khata #

Laayo offers a variety of payment methods to ensure convenience and flexibility for users. Supported payment methods include Cash on Delivery (COD), digital wallets, and online payment gateways. Users can choose their preferred payment method during the checkout process, subject to availability and platform configuration.

In addition to standard payment options, Laayo provides features such as Pay-Mid-Delivery, Partial Payment, and Offline Payment to enhance user experience. The Laayo Wallet, Loyalty Programme, and Gift Cards offer additional benefits and rewards for users. Our Khata (Buy-Now-Pay-Later) feature provides eligible users with a credit line for added convenience.

Supported payment methods #

Laayo supports a wide range of payment methods to accommodate user preferences. These include Cash on Delivery (COD), digital wallets like Fonepay, eSewa, and Khalti, as well as online payment gateways such as Stripe and PayPal. Users can select their preferred payment method during checkout, subject to availability and platform configuration.

Laayo reserves the right to add or remove payment methods as necessary. Users are encouraged to review available payment options before placing an order. Payment methods are subject to terms and conditions set by the respective providers.

Pay-Mid-Delivery #

The Pay-Mid-Delivery feature allows COD customers to switch to a digital payment method during order tracking. Users can choose to complete the payment digitally before the rider arrives, providing flexibility and convenience. Once switched, the payment is collected digitally, and the rider does not collect cash.

Users are responsible for ensuring the availability of funds in their chosen digital payment method. Laayo reserves the right to modify or disable this feature as necessary. Users can contact customer support for assistance with Pay-Mid-Delivery transactions.

Partial Payment #

Laayo offers a Partial Payment feature, allowing users to pay for orders using a combination of Laayo Wallet credits and a digital payment method. This feature provides flexibility and allows users to maximize their wallet balance while completing their purchase.

Partial Payment is subject to availability and platform configuration. Users are responsible for ensuring the availability of funds in their chosen payment methods. Laayo reserves the right to modify or disable this feature as necessary.

Offline Payment #

Offline Payment options, such as bank transfers or manual confirmations, are available for users who prefer not to use digital payment methods. This feature is subject to availability and platform configuration. Users can select Offline Payment during checkout and follow the instructions provided to complete their transaction.

Offline Payments may require additional processing time, and users are responsible for ensuring timely payment confirmation. Laayo reserves the right to modify or disable this feature as necessary. Users can contact customer support for assistance with Offline Payments.

Quick Pay #

Laayo's Quick Pay feature allows users to make in-store payments using QR codes. Vendors generate a dynamic QR for a specific bill amount or expose a static counter QR for ad-hoc amounts. Users scan the QR, confirm the amount, and pay digitally. Tips and table numbers may also be captured during the transaction.

Quick Pay transactions are subject to a service fee, disclosed at the point of payment. Users can earn loyalty points at a different multiplier for Quick Pay transactions. Laayo reserves the right to modify or disable this feature as necessary.

Laayo Wallet #

The Laayo Wallet allows users to top-up funds from any active payment method, providing a convenient and secure way to manage payments. Wallet credits are non-cashable, non-transferable, and non-withdrawable, but can be used for any order, either in full or partial payment.

Refunds may default to the Laayo Wallet for faster processing, or be returned to the original payment method, which may take longer. Users are responsible for managing their wallet balance and ensuring sufficient funds for transactions. Laayo reserves the right to modify wallet policies as necessary.

Loyalty programme #

Laayo's Loyalty Programme rewards users with loyalty points on eligible spend. Points can be redeemed for wallet credits, subject to a minimum redemption threshold. Tier multipliers apply at Silver and Gold thresholds, as configured in-app, and may differ for Quick Pay transactions.

Users are encouraged to participate in the Loyalty Programme to maximize their rewards. Laayo reserves the right to modify the programme, including point multipliers and redemption thresholds, as necessary. Users can track their loyalty points through the app.

Refer and Earn #

How Refer and Earn works. Every Laayo account has a unique referral code and shareable referral link / QR available in the in-app Refer & Earn screen. You may share your code with friends and family. To unlock a referral reward both of the following conditions must be met:

• You must actively invite the other person — that is, they must sign up to Laayo using your referral code, link or QR (or enter your code in the "Have a referral code?" field during their first sign-up). Self-invites, signing up with your own code, or back-dating a code after sign-up are not eligible.
• The invited user must successfully complete their first paid order on Laayo. The order must be paid in full, marked as "Delivered" in-app, and not cancelled or refunded. Orders that are cancelled, refunded, rejected, or otherwise reversed do not qualify, and any reward already credited may be reversed accordingly.

Only once both conditions are satisfied will the referral reward be credited to the inviter's Laayo Wallet (the referred user may also receive a separate welcome credit, where applicable, as disclosed in-app). Reward amounts, conditions, caps per user, caps per period, and any tier limits are as published from time to time in-app and may be changed at Laayo's discretion.

Laayo runs automated and manual abuse checks on referral activity. Self-referrals, the use of multiple devices or phone numbers under a single person's control, bot-driven sign-ups, ring referrals, accounts that share a payment instrument or address, or any pattern Laayo reasonably believes is collusive or fraudulent will be denied the reward. Laayo may reverse, withhold or claw back any referral credit issued in connection with such activity and may suspend the related account(s) without notice.

Gift Cards #

Laayo offers Gift Cards for purchase online, allowing users to choose a denomination and deliver the card to the recipient via email and SMS. Gift Cards are redeemed to the Laayo Wallet and are non-refundable, non-cashable, and subject to fraud-prevention checks.

Gift Cards have a default 12-month validity unless otherwise stated. Users are responsible for ensuring the accuracy of recipient details during purchase. Laayo reserves the right to modify Gift Card terms as necessary. For more information, users can refer to the app's Gift Card section.

Khata (Buy-Now-Pay-Later) #

Laayo's Khata feature provides eligible verified users with a credit line, allowing them to make orders on credit up to a computed limit. Users must complete KYC verification and set a PIN to access this feature. Orders made on credit must be settled by the displayed due date.

Failure to settle within the disclosed window may result in credit reduction, suspension of Khata, and potential reporting to credit-reference bodies. Users are encouraged to manage their credit responsibly and in compliance with Khata terms. Laayo reserves the right to modify or disable this feature as necessary.

Taxes and invoices #

Taxes applicable to orders are calculated based on local regulations and are included in the order total. Users will receive an invoice for each order, detailing the items purchased, applicable taxes, and total amount paid. Invoices are available through the app and can be downloaded for record-keeping purposes.

Users are responsible for reviewing their invoices and ensuring the accuracy of the information provided. Laayo reserves the right to modify tax calculations and invoice formats as necessary. For more information, users can refer to the app's invoice section.

XVII. Promotions, coupons and offers #

Laayo may offer promotions, coupons, and special offers to enhance user experience and provide additional value. These offers are subject to terms and conditions, including expiration dates, usage limits, and eligibility criteria. Users are encouraged to review offer details carefully before redemption.

Promotions and coupons may be limited to specific items, vendors, or payment methods, and cannot be combined with other offers unless explicitly stated. Laayo reserves the right to modify or cancel promotions at any time without notice. Users can find more information about current offers through the app.

Users are responsible for ensuring the accuracy of offer codes and compliance with offer terms. Laayo is not liable for any errors or omissions in offer details provided by third parties. For assistance with promotions and coupons, users can contact customer support.

XVIII. Age-restricted, prescription and other regulated items #

Laayo facilitates the ordering of age-restricted, prescription, and other regulated items in compliance with applicable laws. Users must meet specific requirements to purchase these items, including age verification and prescription uploads where necessary. Laayo reserves the right to modify or restrict access to regulated items as necessary.

Users are responsible for ensuring compliance with all applicable laws and regulations when ordering regulated items. Laayo is committed to promoting responsible consumption and adherence to legal requirements. For more information, users can refer to the app's regulated items section.

Alcohol and tobacco #

Alcoholic beverages and tobacco products may only be ordered and received by users who are at least 18 (eighteen) years of age. This is stricter than the general Laayo platform age (16+) and is independent of the general age requirement. You confirm that you are 18 or older before ordering any item categorised as alcohol or tobacco and that the recipient at the delivery address will also be 18 or older.

At delivery the Rider may request a valid government-issued photo identity document showing your date of birth. If proof of age is not satisfactorily provided, the Rider will not hand over the item and the order may be cancelled with applicable cancellation charges. Laayo and the Vendor may also refuse to sell to anyone they reasonably believe is under 18 or is purchasing on behalf of a minor.

Stores that Laayo has tagged as "18+" or "age-restricted" (for example, certain liquor stores) will be visible to you in the app subject to an age-gate check; you will be asked to confirm your date of birth before browsing or ordering from those stores.

Pharmacy and prescriptions #

Laayo's pharmacy module allows users to order prescription medications, subject to prescription upload requirements. Users must provide a valid prescription for the medications they wish to purchase, and Laayo reserves the right to verify the authenticity of the prescription.

Users are responsible for ensuring the accuracy of prescription details and compliance with applicable laws. Laayo is committed to promoting safe and responsible use of medications. For more information, users can refer to the app's pharmacy section.

Other regulated items #

Laayo may offer other regulated items, such as health supplements or restricted goods, subject to compliance with applicable laws. Users must ensure that they meet any specific requirements for purchasing these items, including age verification or additional documentation.

Laayo reserves the right to modify or restrict access to regulated items as necessary. Users are encouraged to review item details and legal requirements before placing an order. For more information, users can refer to the app's regulated items section.

XIX. Vendor / Restaurant-Partner terms #

Laayo partners with various vendors, including restaurants and stores, to provide a seamless delivery experience. Vendors are integral to our platform, and we have outlined specific terms to ensure a mutually beneficial relationship. These terms cover everything from onboarding to service fees and quality obligations. By adhering to these terms, vendors can maximize their potential on the Laayo platform while ensuring compliance with applicable laws and standards.

Vendors are expected to maintain accurate and up-to-date information regarding their offerings, including menu items, prices, and availability. This accuracy is crucial for providing customers with reliable service. Additionally, vendors must comply with all food safety, hygiene, and tax regulations applicable in Nepal. Laayo reserves the right to suspend or terminate vendor accounts that do not comply with these standards or engage in fraudulent activities.

Onboarding and KYC #

Vendors interested in joining the Laayo platform must complete a thorough onboarding process. This includes submitting necessary KYC documents such as business registration, PAN/TIN, and owner identity verification. The onboarding process ensures that all vendors meet the legal and operational standards required to operate on Laayo.

Once the KYC process is complete, vendors must sign a Vendor Agreement that outlines the terms and conditions of their partnership with Laayo. This agreement is crucial for setting clear expectations and responsibilities. Laayo may request additional documentation or information as needed to verify the authenticity and compliance of the vendor's operations.

Commission and service fees #

Each vendor's commission rate is specified in their Vendor Agreement and may vary based on the type of service and module. The commission structure is designed to be fair and competitive, allowing vendors to benefit from the platform's reach while contributing to its maintenance and development.

In addition to the standard commission, Laayo may charge service fees for specific transactions, such as Quick-Pay. These fees are disclosed at the point of payment and are designed to cover the costs associated with processing transactions and maintaining platform services. Vendors are encouraged to review their agreements to understand the applicable rates and fees.

Disbursement / payout cycle #

Laayo processes vendor payouts on a daily cycle, subject to a 7-day waiting period and a minimum payout amount. This cycle ensures that vendors receive their earnings promptly while allowing Laayo to manage cash flow and transaction verifications effectively.

Vendors can choose their preferred payout method, whether it be a bank transfer or a mobile wallet. The flexibility in payout options allows vendors to manage their finances efficiently. Laayo reserves the right to adjust the payout cycle or methods as needed, with any changes communicated to vendors in advance.

Instant Payout #

Vendors seeking quicker access to their earnings can opt for the Instant Payout feature. This service allows vendors to receive their funds immediately, subject to a fixed service fee. Instant Payout is ideal for vendors who require immediate cash flow for operational needs.

To use Instant Payout, vendors must ensure that their account information is up-to-date and that they meet any eligibility criteria set by Laayo. The service fee for Instant Payout is disclosed in-app, and vendors can decide whether this option suits their financial strategy.

Multi-store and branches #

Vendors with multiple branches can manage each location separately on the Laayo platform. This feature provides branch-level analytics and disbursement options, allowing vendors to tailor their operations to each store's specific needs.

Managing multiple stores effectively requires vendors to maintain accurate information for each branch, including menu items, prices, and availability. Laayo provides tools and support to help vendors streamline their multi-store operations, ensuring consistency and quality across all locations.

Staff and roles #

Vendors can add staff users to their Laayo account, assigning specific roles and permissions based on their responsibilities. This feature allows vendors to delegate tasks and manage their operations more efficiently.

While staff members can perform various functions, the vendor remains responsible for all activities conducted under their account. It is crucial for vendors to ensure that their staff are trained and aware of the platform's policies and procedures. Laayo provides resources and support to help vendors manage their teams effectively.

POS, self-pickup and self-delivery #

Laayo offers an in-app POS system for vendors to manage walk-in orders and transactions. This system integrates seamlessly with the Laayo platform, providing vendors with a comprehensive solution for both online and offline sales.

Vendors can also offer self-pickup and self-delivery options to customers. These features provide flexibility and convenience, allowing vendors to cater to different customer preferences. Vendors must ensure that their self-pickup and self-delivery services meet the same quality standards as their delivery services through Laayo.

Banners, ads and AI Copilot #

Vendors can enhance their visibility on the Laayo platform by uploading promotional banners and purchasing paid placements. These advertising options allow vendors to reach a wider audience and drive more sales.

Additionally, Laayo offers an AI Copilot feature that provides vendors with AI-generated suggestions for menu items, pricing, and promotions. While the AI Copilot offers valuable insights, vendors remain responsible for the final content published on the platform. Laayo encourages vendors to use these tools to optimize their offerings and engage customers effectively.

Vendor obligations and quality #

Vendors are obligated to maintain high standards of quality and service on the Laayo platform. This includes keeping menu items, prices, and availability accurate and up-to-date. Vendors must also comply with all applicable food safety, hygiene, and tax regulations.

Failure to meet these obligations can result in account suspension or termination. Laayo conducts regular reviews and audits to ensure compliance and quality. Vendors are encouraged to proactively address any issues and seek support from Laayo if needed to maintain their service standards.

Vendor account suspension #

Laayo reserves the right to suspend vendor accounts for non-compliance with platform terms, persistent quality issues, or fraudulent activities. Suspension is a serious measure taken to protect the integrity of the platform and ensure a positive experience for all users.

Vendors facing suspension will be notified and given an opportunity to address the issues. Laayo may require corrective actions or additional documentation to lift the suspension. Vendors are encouraged to maintain open communication with Laayo to resolve any issues promptly and effectively.

Subscriptions and packages #

Vendors can subscribe to various packages that offer additional features and benefits on the Laayo platform. These packages may include increased item limits, access to the POS system, and enhanced analytics tools.

Subscriptions are subject to auto-renewal unless cancelled by the vendor. Laayo may offer free trials for certain packages, allowing vendors to explore the features before committing. Vendors are encouraged to review the terms of each package and select the options that best suit their business needs.

XX. Delivery-Partner / Rider terms #

Delivery partners, or riders, play a crucial role in Laayo's operations, ensuring timely and efficient delivery of orders to customers. As independent contractors, riders have the flexibility to manage their schedules while adhering to the platform's guidelines and standards. Laayo provides a supportive environment for riders to maximize their earnings and maintain high service quality.

Riders are responsible for their own tax filings and must comply with all legal requirements related to their operations. Laayo offers various tools and features to assist riders in managing their deliveries, tracking their earnings, and ensuring safety on the road. By following these terms, riders can enjoy a rewarding partnership with Laayo.

Independent-contractor relationship #

Riders on the Laayo platform operate as independent contractors, not employees. This distinction allows riders to have control over their schedules and work as they see fit. As independent contractors, riders are responsible for their own tax filings and must comply with all applicable legal requirements.

Laayo does not withhold taxes at the source, and riders must ensure that they meet all tax obligations. This independent status provides riders with flexibility and autonomy, allowing them to balance their work with other commitments. Laayo supports riders by providing resources and guidance to help them succeed on the platform.

Onboarding and KYC #

To join the Laayo platform, riders must complete an onboarding process that includes submitting KYC documents such as a valid citizenship document, driving licence, and vehicle registration. This process ensures that all riders meet the necessary legal and operational standards.

Riders must also provide a recent photo and bank or mobile-wallet account details for payouts. Laayo may request additional documentation as needed to verify the rider's identity and compliance. By completing the onboarding process, riders can start accepting delivery assignments and earning on the platform.

Online / offline toggle and attendance #

Riders have the flexibility to go online or offline at their discretion, allowing them to manage their work schedules effectively. While online, the platform records the rider's GPS location to facilitate trip dispatch and tracking. Riders must ensure that their location data is accurate and not manipulated.

Attendance is tracked through a check-in/check-out system using QR codes and GPS. This system helps Laayo monitor rider activity and detect potential fraud. Riders are encouraged to maintain accurate attendance records and report any issues promptly to Laayo support.

Order assignment and the Run Planner #

Orders are assigned to riders via push notifications, and riders have the option to accept or ignore assignments. The Run Planner feature helps riders manage multiple active orders by sequencing pickups and drops efficiently. This tool is designed to optimize delivery routes and reduce travel time.

Riders are responsible for following traffic laws and ensuring safety during deliveries, regardless of the planner's suggestions. Persistent decline patterns may affect a rider's account status, so riders are encouraged to accept assignments that align with their availability and capacity.

Earnings, tips and weekly payout #

Riders can track their earnings through a detailed dashboard that provides daily, weekly, and monthly breakdowns. Earnings include delivery fees and tips, which are passed in full to the rider after applicable processing fees. This transparency allows riders to manage their finances effectively.

Laayo processes payouts on a weekly cycle, subject to a minimum amount and a 7-day waiting period. Riders can also opt for Instant Payouts for immediate access to their earnings, subject to a service fee. This flexibility helps riders maintain cash flow and meet their financial needs.

Instant Payout #

Riders seeking immediate access to their earnings can use the Instant Payout feature. This service allows riders to receive their funds instantly, subject to a fixed service fee. Instant Payout is ideal for riders who need quick cash flow for personal or operational expenses.

To use Instant Payout, riders must ensure that their account information is accurate and up-to-date. The service fee for Instant Payout is disclosed in-app, and riders can decide whether this option suits their financial strategy. Laayo provides support to help riders manage their earnings effectively.

Cash-in-hand control #

Laayo tracks the cash-in-hand for riders handling COD orders to ensure accurate accounting and prevent discrepancies. Riders must settle their outstanding COD cash with Laayo regularly to continue receiving new assignments.

Failure to settle cash-in-hand may result in temporary suspension of COD assignments until the balance is cleared. This control mechanism helps maintain financial integrity and accountability on the platform. Riders are encouraged to manage their cash responsibly and report any issues to Laayo support.

Safety obligations and helmet #

Riders are required to adhere to safety obligations, including wearing a helmet and carrying necessary vehicle documents at all times. These measures are essential for ensuring rider safety and compliance with traffic laws.

Laayo emphasizes the importance of safety and provides resources to help riders stay informed about best practices. Riders must also ensure that their vehicles are in good condition and suitable for deliveries. By prioritizing safety, riders can protect themselves and provide reliable service to customers.

Trip refusal #

Riders have the right to refuse trips under certain conditions, such as extreme weather, safety concerns, or curfew restrictions. This flexibility allows riders to prioritize their safety and well-being while maintaining service quality.

Riders must communicate any trip refusals to Laayo promptly and provide valid reasons for their decision. Laayo supports riders in making informed decisions and encourages them to prioritize safety in all situations. By exercising discretion, riders can balance their work commitments with personal safety.

Weather Report and rain surge #

Riders can toggle a rain-surge feature for their zone, which adjusts delivery fees to account for challenging weather conditions. This feature is shared across riders in the same zone and helps ensure fair compensation during adverse weather.

Riders are encouraged to use the Weather Report feature to stay informed about local conditions and plan their deliveries accordingly. Laayo provides support and resources to help riders navigate weather-related challenges and maintain service quality.

Leave Request #

Riders can request leave through the Laayo platform, allowing them to manage their schedules and commitments effectively. Leave requests are subject to approval by the admin, and riders are encouraged to submit requests in advance.

Laayo supports riders in balancing their work with personal commitments and provides flexibility to accommodate their needs. By managing leave requests proactively, riders can maintain a healthy work-life balance and continue providing reliable service to customers.

Food Rescue handling #

Riders can participate in the Food Rescue program, which allows them to offer discounted meals from cancelled orders to nearby customers. This initiative helps reduce food waste and provides riders with additional earning opportunities.

Riders must ensure that Food Rescue offers meet the same quality standards as regular deliveries. Laayo supports riders in managing these offers and encourages them to participate in the program to benefit both the community and the environment.

Attendance and anti-fraud #

Laayo employs various measures to ensure accurate attendance tracking and prevent fraudulent activities. Riders must check in and out using QR codes and GPS, and any discrepancies may trigger further investigation.

Riders are encouraged to maintain accurate attendance records and report any issues promptly to Laayo support. By adhering to these measures, riders can protect their accounts and maintain their standing on the platform. Laayo provides resources and support to help riders navigate any challenges related to attendance and fraud prevention.

Insurance, tax and TDS #

Riders are responsible for their own insurance and tax obligations, including any applicable TDS. Laayo does not withhold taxes at the source, and riders must ensure compliance with all legal requirements.

Laayo provides resources and guidance to help riders understand their tax obligations and manage their finances effectively. By staying informed and proactive, riders can meet their legal responsibilities and maintain their standing on the platform.

Account suspension and earnings forfeiture #

Laayo reserves the right to suspend rider accounts for non-compliance with platform terms, fraudulent activities, or safety violations. Suspension is a serious measure taken to protect the integrity of the platform and ensure a positive experience for all users.

Riders facing suspension will be notified and given an opportunity to address the issues. Laayo may require corrective actions or additional documentation to lift the suspension. Riders are encouraged to maintain open communication with Laayo to resolve any issues promptly and effectively.

Daily live face-selfie check-in #

Delivery partners are required to complete a daily live face-selfie check before going online each day. The check captures a live image (with on-device anti-spoofing liveness signals via Google ML Kit) and is matched against your stored onboarding photo. The selfie is processed to confirm that the person operating the rider app today is the same person whose identity documents are on file. Until the daily selfie verification succeeds, you cannot transition the rider app to "online" status and will not receive new order assignments for that day.

The captured selfie is biometric information. Laayo stores the verification record and a low-resolution thumbnail for the operational day, deletes the full image after a short retention window, and uses it only to (a) confirm rider identity at check-in, (b) investigate any fraud or impersonation complaint, and (c) meet legal obligations. You consent to this biometric processing by signing in to the rider app and choosing to go online. You may withdraw consent at any time by ceasing to operate as a Laayo delivery partner; once consent is withdrawn we will retain only what we must under law and for our records.

XXI. Gigs and freelance work #

In addition to salaried delivery employment, Laayo offers a freelance "Gigs" programme. Freelance delivery partners do not have a fixed roster; they book individual delivery slots through the rider app and are paid per shift, per delivery, and via performance incentives. This section governs the freelance Gigs programme and is in addition to (and not in place of) the general rider terms in the section "Delivery-Partner / Rider terms". Where this section and the general rider terms conflict, this section controls for freelance Gigs sessions.

Eligibility and classification #

The freelance Gigs programme is open to delivery partners who have completed standard rider onboarding (KYC, vehicle, helmet, bank details) and who are not currently engaged on a salaried Laayo roster. Freelancers operate as independent contractors and are responsible for their own taxes, insurance and statutory contributions. Laayo does not provide paid leave, fixed working hours, employee benefits or guaranteed earnings to freelancers; payment is strictly per slot booked and per delivery completed, plus any incentives that the freelancer separately qualifies for.

Nothing in the Gigs programme creates an employer-employee relationship between you and Laayo, and you acknowledge that Laayo may at any time reduce the number of available slots, change the slot grid, adjust per-slot or per-delivery rates, or pause the Gigs programme in your zone, in line with operational and demand conditions in Birtamod and other service zones.

Slot booking, work-area geofence, check-in and breaks #

Freelancers reserve slots from the rider app on a first-come-first-served basis, subject to per-zone capacity, medal tier (which may unlock earlier booking windows or premium slot grids), and any active "behaviour booking lock" applied for prior policy violations. Each slot has a defined start time, end time, work-area geofence and per-slot earning baseline. You must check in at or before the slot start time at a location inside the work-area geofence; checking in late, outside the geofence, or by spoofing GPS will mark the slot as a no-show or fraud and may forfeit the slot pay.

You may request one or more short breaks during a slot from the rider app; breaks pause active dispatch and may extend the slot end time by the break duration if capacity permits. You may also voluntarily extend the slot at its tail end via the auto-extension flow if demand allows. Laayo's dispatch engine will not deliberately route you to an order that ends materially outside your slot, but real-world conditions (traffic, customer unavailability) may cause the final delivery of a slot to spill over; this is treated as normal slot operation and paid accordingly.

Medals, tiers and behaviour booking lock #

Freelancers progress through medal tiers (for example, Bronze, Silver, Gold and beyond) computed from multi-factor signals — acceptance rate, on-time pickup, on-time drop-off, helmet compliance, customer ratings, attendance, fraud signals and similar. Higher tiers unlock earlier booking windows, premium slot grids, surge eligibility and certain incentives. Tiers are recalculated periodically; you can see your current tier, your progress towards the next tier and a tier preview in the rider app.

Repeated policy violations — no-shows, spoofed GPS, helmet-off detections, abusive customer interactions, refusing trips inside the geofence — may trigger a "behaviour booking lock" that temporarily restricts your ability to book future slots. The duration and trigger of the lock are disclosed in-app. You may appeal a lock by contacting rider support; Laayo's decision following review is final.

Quests, surge windows and demand forecasts #

Laayo periodically publishes "quests" — short-term goals (for example, complete N deliveries between specific hours) that pay a bonus on completion — and "surge windows" during which per-delivery rates are temporarily elevated due to high demand, adverse weather or special events. Quests and surge are visible in the rider app along with their start and end times. Eligibility for quests and surge may depend on tier, zone and other operational factors.

Laayo may also publish demand forecasts and a live demand heatmap to help freelancers decide when and where to book slots. Forecasts are estimates only and are based on historical patterns plus current signals; actual demand may vary and Laayo does not guarantee earnings against any forecast or heatmap reading.

Incentives, star invitations and milestone rewards #

From time to time Laayo runs invitation-only "star" programmes — for example, fast-track invitations to high-paying slots reserved for top-performing freelancers — and tiered milestone incentives that pay a bonus on hitting cumulative delivery, ratings, or attendance targets over a defined period. Eligibility, payout amount and rules for each programme are published in the rider app when the programme is live and may be revised by Laayo at any time, including mid-programme, where necessary to prevent abuse, respond to operational realities, or correct errors.

Incentive payouts are made via the standard weekly settlement (or Instant Payout, where eligible) and are subject to applicable taxes and TDS. Incentive earnings can be reversed if Laayo determines, in good faith, that the underlying activity was fraudulent (for example, fake orders, GPS spoofing, or collusion with a vendor or customer).

Earnings, ledger and weekly settlement #

Freelance earnings — slot pay, per-delivery pay, quests, surge top-ups, milestone bonuses, tips and any other earning event — are written to an immutable earnings ledger and shown in the rider app under "Earnings". The ledger is the source of truth for what is owed to you. Settlement runs on a weekly cycle, with Instant Payout available subject to fees and eligibility checks.

If you believe an earning event is missing or incorrect, raise a ticket with rider support within 7 (seven) days of the relevant slot. Disputes raised after that window may not be entertained. Laayo may net off cash-in-hand collected by you against your settlement; any shortfall must be cleared before further slot bookings are permitted.

Make-up gigs, no-shows and auto-extension #

If you must cancel a booked slot, do so before the slot start time so the capacity can be released to other freelancers. Last-minute cancellations and no-shows may attract a behaviour booking lock and may reduce your medal tier. If you genuinely missed a slot due to circumstances outside your control, you may request a "make-up gig" from rider support; Laayo will offer one where capacity is available, at its discretion.

The auto-extension flow allows you to add additional minutes or another slot block at the tail end of an active slot if demand permits. Auto-extension confirmations are surfaced in the app a few minutes before slot end; if not confirmed, the slot ends normally.

Daily caps, idle warnings and other limits #

Laayo may apply a daily cap on the number of "star" or premium slots, on the total minutes a freelancer may book in a single day, or on the maximum slot extensions per week, to ensure fair access across the rider pool and to comply with road-safety and rest guidelines. Caps are visible in the app where applied.

Idle warnings may be issued during a slot if no order has been accepted for an extended period; repeated idle behaviour may shorten the slot or affect future booking priority.

XXII. Additional terms for specific services #

Laayo offers a variety of services, each with specific terms to ensure smooth operation and compliance. These services include Food and Grocery delivery, Pharmacy with prescription handling, Parcel delivery with weight-based pricing, and Ride-sharing currently scoped to Birtamod. Each service is designed to meet the unique needs of our customers and partners, with terms tailored to ensure quality and compliance.

Laayo is committed to expanding its service offerings and may introduce new features or modules in the future. By staying informed about the terms for each service, users can make the most of Laayo's platform and enjoy a seamless experience. Laayo provides resources and support to help users navigate the terms and maximize their benefits from each service.

Food and Grocery #

Laayo's Food and Grocery services connect customers with a wide range of restaurants and stores, providing convenient access to meals and essential items. These services are designed to offer a seamless ordering and delivery experience, with terms that ensure quality and compliance.

Vendors participating in the Food and Grocery services must maintain accurate menus, prices, and availability. Laayo provides tools and support to help vendors manage their offerings and meet customer expectations. By adhering to these terms, vendors can maximize their reach and contribute to a positive customer experience.

Pharmacy #

Laayo's Pharmacy service allows customers to order prescription medications with ease. This service includes prescription handling to ensure compliance with legal and safety standards. Customers must upload valid prescriptions for verification before orders are processed.

Pharmacy partners must comply with all applicable regulations and maintain accurate records of prescriptions and transactions. Laayo provides support to help partners navigate the complexities of pharmaceutical sales and ensure a safe and reliable service for customers.

Parcel #

The Parcel service offers weight-based pricing for the delivery of packages, providing a flexible and cost-effective solution for customers. This service is designed to accommodate a variety of parcel sizes and weights, with terms that ensure transparency and reliability.

Customers using the Parcel service must provide accurate weight and size information for their packages. Laayo provides tools to help customers estimate costs and track deliveries. By adhering to these terms, customers can enjoy a seamless parcel delivery experience.

Ride-sharing (Birtamod-only) #

Laayo's Ride-sharing service is currently scoped to Birtamod, offering a convenient and affordable transportation option for customers in the area. This service is designed to provide safe and reliable rides, with terms that ensure compliance with local regulations.

Riders participating in the Ride-sharing service must adhere to safety standards and maintain accurate records of trips and earnings. Laayo provides resources and support to help riders manage their operations and provide a positive experience for customers.

Quick Pay #

Quick Pay allows customers to make in-store payments using QR codes, providing a fast and convenient payment option. Vendors can generate dynamic or static QR codes for customers to scan and pay digitally. This service is designed to enhance the in-store payment experience and streamline transactions.

Vendors participating in Quick Pay must ensure that their QR codes are accurate and functional. Laayo provides support to help vendors manage their Quick Pay transactions and optimize their payment processes. By adhering to these terms, vendors can offer a seamless payment experience to their customers.

Future services #

Laayo is committed to innovation and may introduce new services or features in the future. These future services will be designed to enhance the platform's offerings and provide additional value to customers and partners.

As new services are launched, Laayo will communicate the specific terms and conditions applicable to each service. Users are encouraged to stay informed about these developments and explore the new opportunities available on the Laayo platform.

XXIII. Third-party services and open-source #

Laayo's platform integrates various third-party services and open-source technologies to enhance functionality and user experience. These integrations include payment gateways, mapping services, and authentication providers, among others. Users' interactions with these services are subject to the respective third-party terms and conditions.

Laayo is committed to transparency and provides information about the third-party services used on the platform. Users are encouraged to review the terms of these services to understand their rights and obligations. By leveraging third-party technologies, Laayo can offer a robust and feature-rich platform to its users.

XXIV. Disclaimer of warranties, limitation of liability and indemnification #

Laayo provides its services on an 'as is' and 'as available' basis, without any warranties of any kind, either express or implied. This disclaimer extends to all aspects of the platform, including the accuracy, reliability, and availability of services. Users acknowledge that they use the platform at their own risk and that Laayo is not liable for any interruptions or errors in service.

Laayo's liability is limited to the amount paid by the customer for the specific transaction giving rise to the claim. This limitation applies to all claims, including those for indirect, special, incidental, consequential, punitive, or exemplary damages. Users agree to indemnify Laayo against any third-party claims arising from their use of the platform, breach of these terms, or violation of law.

Disclaimer of Warranties #

Laayo disclaims all warranties, whether express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. The platform is provided on an 'as is' and 'as available' basis, and users acknowledge that they use the services at their own risk.

Laayo does not warrant that the services will be uninterrupted, error-free, or free from viruses or other harmful components. Users are responsible for implementing sufficient procedures to satisfy their requirements for data backup and security. By using the platform, users agree to these terms and acknowledge the limitations of Laayo's warranties.

Limitation of Liability #

Laayo's liability to users is limited to the amount paid for the specific transaction giving rise to the claim. This limitation applies to all claims, including those for indirect, special, incidental, consequential, punitive, or exemplary damages. Users acknowledge that this limitation is a fundamental part of the agreement between the parties.

Laayo is not liable for any loss of profits, revenue, data, or other intangible losses resulting from the use or inability to use the platform. Users agree to these limitations and acknowledge that they reflect a fair allocation of risk between the parties. By using the platform, users accept these terms and limitations.

Indemnification #

Users agree to indemnify and hold Laayo harmless from any claims, damages, losses, liabilities, and expenses arising from their use of the platform, breach of these terms, or violation of any law or rights of a third party. This indemnification obligation applies to all claims, including those related to content uploaded by users or interactions with other users.

Laayo reserves the right to assume the exclusive defense and control of any matter subject to indemnification by users. In such cases, users agree to cooperate with Laayo's defense of the claim and provide any assistance requested. By agreeing to these terms, users acknowledge their responsibility to indemnify Laayo and protect the platform from legal claims.

XXV. Force majeure #

Laayo is not liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to load-shedding, monsoon flooding, strikes, civil unrest, government actions, pandemics, supply-chain disruptions, internet or payment-gateway outages, and fuel shortages. These events are considered force majeure and may impact Laayo's ability to provide services.

In the event of a force majeure, Laayo will make reasonable efforts to resume services as soon as possible. Users acknowledge that such events are beyond Laayo's control and agree that Laayo is not liable for any resulting interruptions or delays. By using the platform, users accept these terms and acknowledge the potential impact of force majeure events.

XXVI. Termination and suspension of your access #

Laayo reserves the right to suspend or terminate user access to the platform at its sole discretion for reasons including suspected fraud, abuse, security risks, repeated chargebacks, regulatory inquiries, or material breaches of these terms. Suspension or termination is a serious measure taken to protect the integrity of the platform and ensure a positive experience for all users.

Users facing suspension or termination will be notified and given an opportunity to address the issues. Laayo may require corrective actions or additional documentation to lift the suspension. Users are encouraged to maintain open communication with Laayo to resolve any issues promptly and effectively. By agreeing to these terms, users acknowledge Laayo's right to suspend or terminate access as necessary.

XXVII. General terms #

These terms are governed by the laws of Nepal, with primary jurisdiction in Birtamod and Jhapa courts. In the event of a dispute, parties agree to attempt resolution through good-faith mediation with Laayo's Grievance Officer before pursuing legal action. These terms constitute the entire agreement between the parties and supersede any prior agreements or understandings.

Users may not assign or transfer their rights or obligations under these terms without Laayo's prior written consent. Laayo's failure to enforce any provision of these terms does not constitute a waiver of its rights. If any provision is found to be unenforceable, the remaining provisions will remain in full force and effect. By using the platform, users agree to these general terms and acknowledge their binding nature.

XXVIII. Grievance redressal and contact #

Laayo is committed to addressing user grievances promptly and effectively. Users can contact the Grievance Officer at grievance@laayo.com.np for any concerns or issues related to the platform. Grievances will be acknowledged within 48 hours and resolved within 15 working days where feasible.

Laayo provides multiple contact options for users, including support@laayo.com.np for customer inquiries, partners@laayo.com.np for vendor partnerships, payments@laayo.com.np for finance-related queries, and legal@laayo.com.np for legal matters. By providing these contact options, Laayo ensures that users have access to the support and assistance they need. Users are encouraged to reach out with any questions or concerns and to utilize the available resources for a positive experience on the platform.