At Laayo, we aim to provide a smooth and reliable delivery experience. We understand that sometimes orders may need to be canceled, and this policy explains how cancellations work for Users, Vendors, and Delivery Partners.
By placing an order or using Laayo’s services, you agree to this Cancellation Policy.
Before Vendor Confirmation:
Users may cancel an order before it is accepted by the vendor.
No cancellation fee will apply, and any prepaid amount will be fully refunded.
After Vendor Confirmation but Before Preparation:
Users may request cancellation, but approval is subject to vendor discretion.
If approved, refunds will be processed as per the Refund Policy.
After Preparation or Dispatch:
Cancellations are not allowed once the vendor has prepared the order or the delivery partner has picked it up.
In such cases, the full order amount may be charged, and no refund will apply.
Vendors may cancel an order due to:
Stock unavailability.
Technical or operational issues.
Safety or compliance reasons.
In such cases:
Users will receive a full refund of any prepaid amount.
Frequent cancellations may result in penalties, lower ratings, or suspension of vendor accounts.
Delivery partners are expected to fulfill accepted orders.
Cancellations are only permitted in unavoidable circumstances (e.g., vehicle breakdown, personal emergency).
If a delivery partner cancels after accepting an order:
The order will be reassigned to another partner.
Frequent cancellations may lead to reduced incentives, penalties, or account suspension.
Laayo reserves the right to cancel orders in case of:
Technical errors or system issues.
Fraudulent or suspicious activity detected.
Force majeure events (weather, strikes, natural disasters).
In such cases, users will be notified and eligible refunds will be issued as per the Refund Policy.
User-Initiated Cancellations:
No fee before vendor confirmation.
After confirmation, a cancellation fee may apply to cover vendor/partner costs.
Vendor/Delivery Partner Cancellations:
Users will not be charged, and refunds will be issued for prepaid orders.
Laayo-Initiated Cancellations:
Users will receive a full refund for any prepaid order.
Eligible refunds will be processed to the original payment method or Laayo Wallet.
Refund timelines: 7–14 business days, depending on the payment provider.
Delivery charges may not be refunded if the order was already dispatched before cancellation.
For cancellations or disputes, please contact:
🛠 Support: support@laayo.com.np
💸 Payment Issues: payments@laayo.com.np
