LAIZO – TERMS & CONDITIONS
Last Updated: 06/10/2026
Welcome to LAIZO.
These Terms & Conditions (“Terms”) govern your access to and use of the LAIZO mobile application, website, software and related services (“Platform”).
By creating an account, accessing, browsing or using the Platform, you acknowledge that you have read, understood and agreed to these Terms, the LAIZO Privacy Policy, Cancellation & Refund Policy and other applicable policies published on the Platform.
If you do not agree with these Terms, please do not use the Platform.
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1. ABOUT LAIZO
LAIZO Mobility Technologies LLP (“LAIZO”, “we”, “us” or “our”) operates a technology platform that facilitates connections between Customers and independent service providers (“Partners”) for mobility, transportation, parcel, delivery, loading, shifting and goods-related services.
LAIZO provides technology, booking, matching, communication and platform-support functions. Unless expressly stated otherwise for a particular service, the actual service may be provided by an independent Partner or service provider through the Platform.
The availability and scope of services may vary depending on location, availability, operational requirements and applicable law.
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2. SERVICES
LAIZO may facilitate the following main service categories through the Platform:
- Ride Services
- Parcel Services
- Goods Services
LAIZO may introduce additional services or service categories from time to time.
The availability of any service may vary depending on location, availability, operational requirements and applicable law.
LAIZO may introduce, modify, suspend or discontinue any service from time to time.
The applicable service, charges and service conditions will be displayed on the Platform at the time of booking or use, where applicable.
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3. CUSTOMER ELIGIBILITY
To use the LAIZO Platform, you must:
- be legally capable of entering into an agreement under applicable law;
- provide accurate and complete information;
- provide a valid mobile number and other information requested by LAIZO;
- use the Platform only for lawful purposes;
- comply with these Terms and applicable laws.
LAIZO may restrict, suspend or terminate an account where information is false, fraudulent, misleading or where the Platform is misused.
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4. ACCOUNT REGISTRATION AND SECURITY
You are responsible for maintaining the security of your account, mobile device, login credentials and OTPs.
You must not share your OTP, password or other authentication information with unauthorised persons.
You are responsible for activity carried out through your account, subject to applicable law.
If you suspect unauthorised access to your account, you should notify LAIZO as soon as reasonably possible.
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5. BOOKINGS
A booking request is subject to service availability and Partner availability.
A booking becomes confirmed only when the Platform indicates that the booking has been accepted or confirmed.
Estimated arrival times are estimates only and may be affected by traffic, weather, road conditions, availability, operational circumstances and other factors.
LAIZO does not guarantee that a particular Partner or service will always be available.
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6. FARES AND CHARGES
Depending on the service, applicable charges may include:
- Base Fare
- Distance Charges
- Time Charges
- Waiting Charges
- Applicable Tolls
- Parking Charges
- Loading or Unloading Charges
- Applicable Taxes
- Platform or Service Fees
- Other charges disclosed through the Platform
The fare displayed before booking may be an estimate unless specifically identified as a final fare.
Additional applicable charges may arise where disclosed or permitted under the applicable service rules.
Customers are responsible for paying all applicable charges associated with their bookings.
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7. PAYMENTS
Depending on the service and location, LAIZO may support payment methods including:
- Cash
- UPI
- Credit Card
- Debit Card
- Wallet
- Net Banking
- Other payment methods made available through the Platform
Where payment is processed through a third-party payment provider, the transaction may also be subject to that provider’s applicable terms and policies.
Failure to pay applicable charges may result in cancellation, account restriction, recovery action or other action permitted by law.
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8. CANCELLATION AND REFUNDS
Customers may cancel bookings where cancellation is available through the Platform.
Cancellation charges, waiting charges, no-show charges and refund eligibility may vary depending on the service, booking status, cancellation time and other applicable conditions.
The applicable cancellation and refund rules are governed by the LAIZO Cancellation & Refund Policy and/or the conditions displayed during booking.
Where a Partner cancels a booking, LAIZO may review the circumstances and process any applicable refund or adjustment in accordance with the applicable policy.
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9. CUSTOMER RESPONSIBILITIES
Customers must:
- provide accurate pickup information;
- provide accurate destination information;
- provide accurate passenger or goods information where applicable;
- select a suitable service;
- be reasonably available at the required location;
- follow applicable safety requirements;
- pay applicable charges;
- treat Partners respectfully;
- comply with applicable laws.
Customers must not request or require a Partner to violate traffic, transport, safety or other applicable laws.
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10. RIDE SERVICES
For Ride Services:
- Customers must provide accurate pickup and destination information.
- Customers must follow reasonable safety instructions.
- Customers must not exceed any legally permitted passenger capacity.
- Customers must not carry prohibited or unlawful items.
- Customers must not damage or misuse the service provider's property.
- Customers must not request unsafe or unlawful transportation.
Customers are responsible for the conduct of persons travelling with them, to the extent permitted by law.
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11. PARCEL SERVICES
For Parcel Services, Customers must provide accurate information about the parcel or item being transported.
Customers are responsible for ensuring that parcels are appropriately packed and secured.
LAIZO or a Partner may refuse or cancel transportation where an item appears:
- unsafe;
- prohibited;
- improperly packed;
- materially different from the information provided;
- unsuitable for the selected service;
- likely to cause damage or injury.
Customers may be required to provide additional information about the parcel where reasonably necessary for the service.
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12. GOODS SERVICES
For Goods Services, Customers must provide reasonably accurate information about the goods, including where applicable:
- description;
- quantity;
- approximate weight;
- dimensions;
- pickup information;
- delivery information;
- loading or handling requirements.
Customers are responsible for ensuring that goods are properly packed, secured and ready for transportation.
A Partner may refuse transportation where the goods cannot be safely or lawfully transported.
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13. PROHIBITED GOODS AND ACTIVITIES
Customers must not use the Platform for unlawful or prohibited activities.
Prohibited items may include, subject to applicable law:
- illegal drugs or narcotics;
- unlawful firearms or weapons;
- explosives;
- hazardous or dangerous substances;
- stolen goods;
- counterfeit goods;
- highly flammable materials;
- unlawful or restricted substances;
- goods requiring licences or permissions that have not been obtained;
- any other goods prohibited by applicable law.
LAIZO or a Partner may refuse, cancel or stop a booking where prohibited, suspicious or unsafe goods are identified.
The Customer may be responsible for losses, penalties, claims or expenses resulting from false, incomplete or misleading information regarding goods, to the extent permitted by law.
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14. PARTNERS
Partners available through LAIZO may be independent service providers.
Unless otherwise required by applicable law, Partners are responsible for their own applicable licences, permits, vehicle/service documents, insurance, maintenance, taxes and other legal requirements applicable to their services.
Where LAIZO performs verification, such verification is intended for onboarding and operational purposes and does not constitute a guarantee regarding the future conduct, performance, condition or actions of a Partner.
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15. CUSTOMER CONDUCT
Customers must not:
- threaten, abuse, harass or assault a Partner;
- use discriminatory or abusive language;
- damage property;
- provide false information;
- create fraudulent bookings;
- manipulate fares, payments or Platform systems;
- misuse promotional offers;
- use another person's account without permission;
- interfere with Platform operations;
- engage in fraudulent or unlawful activity.
Violation of these requirements may result in account restriction, suspension or termination, subject to applicable law.
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16. SAFETY AND EMERGENCIES
Customers should follow applicable safety requirements during a service.
Customers must not request a Partner to:
- violate applicable traffic laws;
- carry prohibited goods;
- perform unsafe transportation;
- perform unsafe loading or handling activities;
- undertake any unlawful activity.
In an emergency involving immediate danger, serious injury, crime or other urgent circumstances, Customers should contact the appropriate emergency services or authorities.
Customers should inform LAIZO through the available support channels where reasonably possible.
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17. INSURANCE
Unless expressly stated otherwise for a particular service, LAIZO does not represent that it provides personal accident, health, life, passenger, goods, property or other insurance coverage to Customers.
Any insurance applicable to a particular service will be subject to the relevant service arrangement, applicable policy and applicable law.
Nothing in these Terms excludes or limits any liability or obligation that cannot legally be excluded or limited.
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18. LOST PROPERTY
Customers should check their belongings after completion of a service.
If an item is left behind, the Customer should report it to LAIZO as soon as reasonably possible.
LAIZO may facilitate communication with the relevant Partner but does not guarantee recovery of lost property.
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19. PLATFORM AVAILABILITY
LAIZO aims to maintain reliable Platform availability but does not guarantee that the Platform or any service will always be:
- available;
- uninterrupted;
- error-free;
- available in every location;
- available at every time.
Availability may be affected by maintenance, technical issues, network failures, weather, traffic, government restrictions, operational limitations or other circumstances beyond reasonable control.
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20. SUSPENSION AND TERMINATION
LAIZO may suspend, restrict or terminate access to an account where reasonably necessary, including in cases involving:
- fraud;
- unlawful activity;
- serious misconduct;
- payment abuse;
- misuse of the Platform;
- safety concerns;
- repeated violations of these Terms;
- false or fraudulent information;
- legal or regulatory requirements.
Customers may stop using the Platform at any time.
Termination or suspension does not affect obligations that accrued before termination, subject to applicable law.
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21. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, LAIZO's role may be limited to providing and operating the technology platform and facilitating connections between Customers and independent service providers.
LAIZO is not responsible for matters arising solely from the acts or omissions of an independent Partner, except to the extent liability is imposed on LAIZO by applicable law or arises from LAIZO's own acts or omissions.
LAIZO is not responsible for delays or failures caused by circumstances beyond its reasonable control, including traffic, weather, road closures, accidents, service interruptions, government restrictions, telecommunications failures or acts of third parties.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
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22. PRIVACY AND DATA
LAIZO may collect and process information necessary to provide, operate, secure and improve the Platform, subject to applicable law and the LAIZO Privacy Policy.
Information may include account information, booking information, location information, payment-related information, device information, communication information, support information and other information reasonably required for Platform operations.
Customers should review the LAIZO Privacy Policy for additional information regarding the collection and processing of personal information.
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23. INTELLECTUAL PROPERTY
The LAIZO name, logo, trademarks, application, website, software, design, content and technology are owned by or licensed to LAIZO and are protected under applicable laws.
Customers must not copy, modify, distribute, reverse engineer, reproduce or commercially exploit LAIZO's intellectual property without prior written permission, except where permitted by applicable law.
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24. CHANGES TO SERVICES AND TERMS
LAIZO may modify the Platform, services, features, pricing structures, policies or these Terms from time to time.
Updated Terms may be published through the Platform or website.
Where legally required, LAIZO may provide additional notice of material changes.
Continued use of the Platform after the effective date of updated Terms may constitute acceptance of the revised Terms, subject to applicable law.
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25. GRIEVANCE AND CUSTOMER SUPPORT
Customers may contact LAIZO through the support channels provided on the Platform or website for:
- booking issues;
- payment or fare concerns;
- cancellation or refund issues;
- safety concerns;
- Partner-related complaints;
- lost property;
- privacy concerns;
- technical issues;
- other Platform-related matters.
LAIZO will make reasonable efforts to review and address complaints in accordance with applicable law and applicable Platform policies.
Customer Support: support@laizo.in
Phone: +91- 78 9116 9116
Website: www.laizo.in
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26. ELECTRONIC ACCEPTANCE
By creating an account, selecting “I Agree”, accepting a booking or otherwise using the Platform, you acknowledge that you have read, understood and agreed to these Terms and applicable Platform policies.
LAIZO may electronically record your acceptance, including the applicable document version, date and time of acceptance and other relevant information, subject to applicable law.
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27. SEVERABILITY
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by applicable law.
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28. ENTIRE AGREEMENT
These Terms, together with the LAIZO Privacy Policy, Cancellation & Refund Policy, Goods/Prohibited Items Policy, Grievance Policy and other applicable Platform policies, constitute the applicable agreement governing your use of the Platform, subject to applicable law.
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LAIZO Mobility Technologies LLP
Himmatnagar, Gujarat, India
Website: www.laizo.in
Customer Support: +91 78 9116 9116
Email: support@laizo.in