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Laayo

Refund Policy

Last Updated: September 2025

At Laayo, we work hard to ensure a seamless delivery experience. However, we understand that issues may arise. This Refund & Cancellation Policy explains how cancellations, returns, and refunds are handled for Users, Vendors, and Delivery Partners.

By using Laayo’s apps and services, you agree to this policy.

1. User Cancellations

  • Users may cancel an order before the vendor has confirmed or started preparing it.

  • Once the vendor has confirmed and preparation has started, cancellation may not be possible.

  • If a user cancels after preparation or dispatch, cancellation fees may apply, and the order amount may not be refundable.

2. Vendor Cancellations

  • Vendors may cancel orders due to stock unavailability, operational issues, or other valid reasons.

  • If a vendor cancels, the user will receive a full refund of any prepaid amount.

  • Repeated vendor cancellations may result in penalties or suspension of vendor accounts.

3. Delivery Partner Cancellations

  • Delivery partners may cancel an order only in exceptional cases (vehicle breakdown, emergency).

  • Frequent cancellations by delivery partners may result in penalties, reduced earnings, or account suspension.

  • If a delivery partner cancels after pickup, Laayo will reassign the order to another partner.

4. Refund Eligibility for Users

A refund may be issued in the following cases:

  • Order canceled by the vendor or Laayo due to stock issues.

  • Order canceled by Laayo due to unforeseen operational reasons.

  • Wrong, missing, or severely damaged items delivered (verified through support).

  • Payment made but order not placed due to technical issues.

Refunds are not eligible in the following cases:

  • Incorrect delivery address or contact details provided by the user.

  • User not available to receive the order at the delivery location.

  • Change of mind after order confirmation.

  • Delays caused by traffic, weather, strikes, or force majeure events.

5. Refund Process

  • Refunds will be processed to the original payment method (Wallet, Bank, Card, or Online Gateway) or credited to the user’s Laayo Wallet.

  • Refund processing time: 7–14 business days, depending on the payment provider.

  • For Cash on Delivery (COD) orders, refunds (if applicable) will be credited to the Laayo Wallet for future use.

6. Quality & Returns

  • Laayo does not accept direct returns.

  • If a product is damaged, missing, or incorrect, users must report the issue to support@laayo.com.np within 24 hours of delivery with photos/evidence.

  • Laayo will coordinate with the vendor to investigate and process refunds if applicable.

7. Disputes & Resolutions

  • If there is a dispute regarding order value, product quality, or refund eligibility, Laayo will mediate between the user, vendor, and delivery partner.

  • Laayo’s decision on disputes will be final.

8. Delivery Fees

  • Delivery charges are non-refundable once an order has been dispatched.

  • In case of vendor or Laayo cancellation before dispatch, delivery fees (if prepaid) will be refunded.

9. Vendor & Delivery Partner Payout Adjustments

  • If a refund is issued to a user for vendor or delivery partner error, the refund amount may be deducted from future vendor payouts or delivery partner earnings.

  • If Laayo is at fault, Laayo will bear the refund cost.

10. Contact Information

For cancellation, refund, or order-related concerns, please contact us:

  • 💸 Payment Issues: payments@laayo.com.np