Welcome to Laayo. These Terms & Conditions (“Terms”) govern your use of the Laayo platform, including the User App & Website, Vendor App, Delivery Partner App, and Vendor Portal (collectively, the “Platform”).
Laayo is operated through Laayo LLC, a limited liability company registered in the United States, and Laayo is also duly registered and operating as a business entity in Nepal. Services are currently available in the Birtamod area only.
By creating an account, downloading our apps, or accessing our services, you agree to these Terms. If you do not agree, you may not use Laayo.
Laayo is a technology and logistics platform that connects:
Users (Customers)
Vendors (Stores, Restaurants, Pharmacies, and Businesses)
Delivery Partners (Independent delivery personnel)
Laayo operates through:
Laayo LLC (USA) for platform ownership, technology operations, and international administration; and
Laayo (Nepal-registered entity) for local operations, vendor onboarding, delivery coordination, and compliance under Nepali laws.
Laayo does not manufacture, own, or stock products. Vendors are fully responsible for the quality, safety, legality, pricing, and availability of their products.
Delivery Partners operate as independent contractors, not employees, agents, or representatives of Laayo.
Laayo provides a marketplace and logistics facilitation service, acting as a connector between parties.
Users must be at least 15 years old to create an account.
Vendors must hold valid business licenses, tax registrations, and compliance certificates where applicable.
Delivery Partners must hold a valid driving license, citizenship/identity proof, and valid vehicle documents.
Accounts created with false, incomplete, or misleading information may be suspended or terminated.
You must register with accurate information (name, phone number, email, delivery address, etc.).
You are responsible for safeguarding your login credentials.
You agree not to share, sell, or transfer your account.
Laayo is not liable for unauthorized access resulting from your negligence.
Multiple accounts created for fraudulent activities are strictly prohibited.
By using Laayo, you agree to:
Access the Platform only through official apps or website.
Use the Platform only for lawful purposes.
Not interfere with or disrupt the Platform (hacking, reverse-engineering, bots, scraping, or malware).
Respect intellectual property rights of Laayo and its partners.
Laayo may provide services including:
On-demand ordering and delivery of groceries, food, pharmacy items, and parcels.
Real-time order tracking (where available).
Cash on Delivery (COD), Wallet, and Online Payments (where enabled).
Vendor onboarding and business support tools.
Delivery Partner earnings, incentives, and payout systems.
Laayo may modify, add, or remove services at any time.
Users must:
Provide correct delivery addresses and contact information.
Be available to receive orders at the selected location.
Complete payment via COD, wallet, or supported online payment gateways.
Users may not:
Place fake orders.
Abuse discounts, promotions, or referral systems.
Harass or threaten vendors, delivery partners, or support staff.
Users may cancel orders only before vendor acceptance or preparation (depending on order status).
Refunds, if applicable, follow Laayo’s Refund Policy.
Vendors must:
List accurate product details, availability, and prices.
Maintain product quality, safety, hygiene, and compliance with Nepali law.
Pack items securely for delivery.
Update stock availability regularly.
Vendors may not:
Sell illegal, restricted, counterfeit, expired, or unsafe items.
Cancel confirmed orders without a valid reason.
Vendor payouts are subject to deductions of Laayo’s commission and service fees.
Laayo reserves the right to suspend, delist, or remove vendors for violations.
Delivery Partners must:
Possess a valid driving license and roadworthy vehicle.
Follow traffic laws and drive safely.
Deliver orders within estimated timelines.
Treat users and vendors respectfully.
Delivery Partners may not:
Misuse customer or vendor information.
Engage in fraud, theft, or order tampering.
Consume, damage, or replace items in an order.
Laayo may impose penalties, deduct payments, or terminate accounts for misconduct.
Delivery Partners are responsible for their own taxes, insurance, and legal compliance unless otherwise required by law.
All prices shown on the Platform may include applicable taxes where required.
Laayo reserves the right to introduce:
dynamic delivery charges
service fees
surge pricing
minimum order requirements
Vendors and Delivery Partners authorize Laayo to collect payments on their behalf and deduct commissions and fees before settlement.
Users agree to pay the final billed amount, including delivery fees and applicable taxes.
Users may cancel before vendor confirmation. After confirmation, cancellation requests may not be honored.
Refunds will be processed within 7–14 business days to the original payment method or wallet (where applicable).
Laayo may refuse refunds for:
change of mind
delays caused by external conditions (traffic, weather, strikes)
incorrect information provided by the user
Delivery timelines are estimates only and may vary due to traffic, weather, vendor preparation time, or other factors.
Laayo is not responsible for delays beyond its control.
Failed deliveries due to user unavailability may still incur charges.
Delivery Partners are instructed to handle items safely, but Laayo does not guarantee item condition once it leaves the vendor premises.
Promotional offers, coupon codes, and referral bonuses are discretionary.
Laayo may modify or withdraw offers at any time without prior notice.
Fraudulent use of promotions may result in account suspension and reversal of rewards.
The following are prohibited:
fake orders, fake reviews, identity fraud
attempting to bypass Laayo’s payment systems
using the Platform for illegal activities
spamming, phishing, transmitting malware
abusive behavior toward any Platform user
All trademarks, logos, software, design, and Platform content belong to Laayo and/or its licensors.
You may not copy, modify, distribute, sell, or exploit any part of the Platform without written consent.
Laayo collects personal data such as:
name, contact details, delivery address
GPS location data
payment details
order history and device information
Data is used for:
service delivery
fraud prevention
customer support
platform improvement
Laayo does not sell or rent personal data to third parties.
Location services are mandatory for Delivery Partners.
For full details, see the Laayo Privacy Policy.
The Platform is provided “as is” without warranties.
Laayo is not responsible for:
the quality, safety, legality, or availability of vendor products
delays, damages, or losses caused by vendors or delivery partners
force majeure events (natural disasters, strikes, government actions, network failures)
Laayo’s maximum liability is limited to the value of the disputed order.
Laayo may suspend or terminate accounts for:
violating these Terms
fraudulent, abusive, or illegal activities
misuse of Platform features
Terminated accounts may lose pending rewards, commissions, or wallet balances, subject to applicable law.
Users, Vendors, and Delivery Partners must first attempt to resolve complaints with Laayo support.
If unresolved:
For services provided in Nepal, disputes shall be governed by Nepali law and resolved in the courts of Jhapa District, Nepal.
For platform/technology or cross-border matters involving Laayo LLC, Laayo reserves the right to determine the appropriate jurisdiction as permitted by applicable law.
Laayo may update these Terms at any time.
Updated Terms will be posted on the Platform.
Continued use of the Platform after updates constitutes acceptance of the updated Terms.
For inquiries, assistance, or complaints, contact:
📧 General: info@laayo.com.np
🛠 Support: support@laayo.com.np
⚠ Serious Issues: admin@laayo.com.np
🏪 Join us / Partners: partners@laayo.com.np
💸 Payment Issues: payments@laayo.com.np
By using Laayo’s apps, website, or services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions in full.
