LAIZO – CUSTOMER / USER TERMS & CONDITIONS
Effective Date: 06/10/2026
Last Updated: 06/10/2026
Laizo Mobility Technologies LLP
Himmatnagar, Gujarat, India
Website: www.laizo.in
Email: support@laizo.in
Support: +91-7891169116
1. INTRODUCTION
These Customer / User Terms & Conditions (“Terms”) govern your access to and use of the LAIZO mobile application, website, technology platform and related services (“Platform”).
The Platform is operated by Laizo Mobility Technologies LLP (“LAIZO”, “Company”, “we”, “us” or “our”).
By registering, accessing, browsing, booking, requesting, accepting or using any service through the Platform, you agree to be bound by these Terms, the LAIZO Privacy Policy and other applicable policies displayed on the Platform.
If you do not agree with these Terms, you must not register for or use the Platform.
2. DEFINITIONS
For these Terms:
“Customer”, “User”, “you” or “your” means any person who registers, accesses or uses the Platform.
“Service Partner” means an independent third-party person, driver, delivery/service provider, operator or other partner who may provide a service requested through the Platform.
“Ride Services” means mobility or passenger transportation services made available through the Platform.
“Parcel Services” means services relating to pickup, transportation and/or delivery of permitted parcels or items.
“Goods Services” means services relating to transportation, pickup, movement and/or delivery of permitted goods or consignments.
“Services” means Ride Services, Parcel Services, Goods Services and any additional services that LAIZO may introduce from time to time.
“Booking” means a request made by a Customer for a Service through the Platform.
“Fare” or “Charges” means the applicable amount payable by the Customer for a Service, including applicable taxes, fees, waiting charges, cancellation charges or other applicable charges displayed or communicated through the Platform.
3. LAIZO AS A TECHNOLOGY PLATFORM
3.1 LAIZO operates a technology platform intended to facilitate communication, booking, matching and coordination between Customers and independent third-party Service Partners.
3.2 Unless expressly stated otherwise for a particular service, LAIZO does not itself directly provide every transportation, delivery or other physical service requested through the Platform.
3.3 The actual physical performance of a Service may be undertaken by an independent Service Partner.
3.4 Service Partners are independent third parties and are not employees, agents or representatives of LAIZO solely by reason of their use of the Platform.
3.5 LAIZO may facilitate discovery, booking, communication, payment processing, tracking, support and other technology-enabled functions.
3.6 Nothing in these Terms shall be interpreted as creating an employment, agency, partnership, joint venture or franchise relationship between LAIZO and a Service Partner unless expressly agreed otherwise in writing.
4. ELIGIBILITY
4.1 You must provide accurate and valid information while creating or using your account.
4.2 You must have the legal capacity required under applicable law to enter into these Terms and use the relevant Service.
4.3 Where a Service has specific age, identity or other eligibility requirements, you must satisfy those requirements.
4.4 LAIZO may restrict or refuse access where permitted by applicable law if eligibility requirements are not satisfied.
5. ACCOUNT REGISTRATION
5.1 Certain Platform features may require registration or account creation.
5.2 You are responsible for providing accurate, complete and updated information.
5.3 You must not create an account using another person's identity or information without lawful authority.
5.4 You must not maintain multiple, duplicate, fake or fraudulent accounts for misuse of the Platform.
5.5 LAIZO may verify information where reasonably necessary for security, fraud prevention, service delivery or legal compliance.
6. ACCOUNT SECURITY
6.1 You are responsible for maintaining the confidentiality of your login credentials, OTPs and account access information.
6.2 You must not share OTPs, passwords, authentication codes or account credentials with unauthorised persons.
6.3 You must immediately notify LAIZO if you suspect unauthorised access, account takeover or misuse of your account.
6.4 Actions performed through your authenticated account may be treated as actions initiated by you, subject to applicable law and investigation of reported unauthorised activity.
7. SERVICES AVAILABLE ON THE PLATFORM
7.1 LAIZO may make different Services available from time to time.
7.2 Service availability may depend on location, time, operational capacity, Service Partner availability, applicable law, technical conditions and other factors.
7.3 A Service may be marked as ACTIVE, INACTIVE or COMING SOON.
7.4 Only Services shown as available/bookable on the Platform may be requested by Customers.
7.5 LAIZO may introduce, modify, suspend or discontinue Services subject to applicable law.
8. BOOKING REQUEST
8.1 A Customer may request a Service by providing the information required by the Platform.
8.2 Submission of a Booking request does not automatically guarantee acceptance or completion of the Service.
8.3 A Booking may become confirmed only when the Platform displays or communicates confirmation.
8.4 LAIZO may use technology-based matching or allocation mechanisms to connect a Customer with an available Service Partner.
8.5 Service availability may vary and LAIZO does not guarantee that a Service Partner will always be available.
9. SERVICE PARTNER ALLOCATION
9.1 A Service Partner may be assigned to a Booking based on availability and applicable operational parameters.
9.2 The Customer may receive relevant Service Partner and/or service information through the Platform.
9.3 Service Partner information may be shared with the Customer to the extent reasonably necessary to facilitate the requested Service.
9.4 Customers must not misuse, retain, sell, publish or otherwise exploit Service Partner information obtained through the Platform.
10. CUSTOMER RESPONSIBILITIES
10.1 You must provide accurate pickup, drop-off, delivery, contact and other information required for the Service.
10.2 You must be present or otherwise available as reasonably required for the requested Service.
10.3 You must follow applicable laws, Platform instructions and reasonable safety requirements.
10.4 You must not intentionally provide false information or misuse the Platform.
10.5 You must not interfere with or manipulate Platform functionality, pricing, location, ratings, payments or booking systems.
11. RIDE SERVICES
11.1 Where Ride Services are available, the Customer must provide accurate pickup and destination information.
11.2 Customers must follow reasonable safety instructions and applicable laws during the Service.
11.3 Customers must not engage in conduct that may endanger the Customer, Service Partner, vehicle or any third party.
11.4 Customers must not carry prohibited, illegal or dangerous items in connection with Ride Services.
11.5 Where required by law or safety conditions, a Service Partner may refuse or discontinue a Service.
12. PARCEL AND GOODS SERVICES
12.1 For Parcel Services and Goods Services, the Customer is responsible for accurately declaring the nature, quantity, condition and relevant characteristics of the parcel or goods.
12.2 The Customer must ensure that the parcel or goods are legally permitted to be transported.
12.3 The Customer must provide accurate pickup and delivery details.
12.4 The Customer must properly pack, secure and label goods where required by their nature or applicable law.
12.5 LAIZO or a Service Partner may refuse, cancel, inspect, report or discontinue a Service where there is a reasonable concern regarding prohibited, illegal, unsafe, undeclared or misdeclared goods, subject to applicable law.
12.6 LAIZO does not guarantee that every parcel or goods request can be accepted or completed.
13. PROHIBITED AND ILLEGAL GOODS
13.1 Customers must not use the Platform to transport, deliver, receive, conceal or facilitate any goods or substances that are prohibited by applicable law.
13.2 Prohibited items may include, without limitation:
(a) illegal drugs or narcotic substances;
(b) explosives or explosive materials;
(c) unlawful weapons or ammunition;
(d) stolen property;
(e) hazardous, toxic, radioactive or otherwise dangerous materials where prohibited;
(f) counterfeit or unlawfully obtained goods;
(g) illegal wildlife or restricted biological materials;
(h) goods requiring permits, licences or special handling where the required legal requirements are not satisfied;
(i) goods intended to facilitate unlawful activity; and
(j) any other item prohibited by applicable law or Platform policy.
13.3 The above list is illustrative and may be updated according to applicable law and operational requirements.
13.4 Customers must not misdeclare, conceal or disguise prohibited goods.
13.5 LAIZO may cooperate with law enforcement or competent authorities where required or permitted by law.
14. CUSTOMER RESPONSIBILITY FOR GOODS
14.1 The Customer is responsible for the legality, ownership, declaration, packaging and condition of goods provided for Parcel or Goods Services.
14.2 The Customer is responsible for losses, claims, penalties, damage or legal consequences arising from false declaration, prohibited goods, illegal goods, unsafe packaging or unlawful use of the Service, subject to applicable law.
14.3 Where required, the Customer may be asked to provide additional information or documents relating to a parcel or consignment.
15. FARES AND CHARGES
15.1 Applicable Fare or Charges may be displayed before or during the Booking process, where technically and operationally feasible.
15.2 Charges may vary based on factors including Service type, distance, time, demand, waiting time, applicable fees, taxes and other parameters.
15.3 Applicable taxes, government charges or other mandatory charges may be added where required.
15.4 Promotional offers, discounts and credits may be subject to separate conditions.
16. PAYMENT
16.1 Customers may pay using payment methods made available on the Platform.
16.2 Payment processing may be facilitated through third-party payment service providers.
16.3 LAIZO may receive and process payment status, transaction references and related information for service delivery, reconciliation, fraud prevention and support.
16.4 A payment may be considered successful only when the applicable payment confirmation is received.
16.5 Customers must not attempt to manipulate, reverse, fraudulently dispute or misuse payment systems.
17. CASH PAYMENTS
17.1 Where cash payment is enabled, the Customer must pay the applicable amount communicated through the Platform or otherwise legitimately payable for the Service.
17.2 Customers must not make unauthorised additional payments or agree to fraudulent arrangements intended to bypass Platform charges.
17.3 Any cash collection dispute should be reported to LAIZO promptly with the relevant Booking information.
18. CANCELLATION
18.1 Customers may cancel a Booking subject to the applicable cancellation rules displayed on the Platform.
18.2 Cancellation charges, if applicable, may depend on factors including the timing of cancellation, Service status, Service Partner arrival, waiting time and other applicable parameters.
18.3 LAIZO may update cancellation rules from time to time.
18.4 The applicable cancellation and refund policy displayed at the time of Booking or cancellation shall govern, subject to applicable law.
19. WAITING TIME AND NO-SHOW
19.1 Where applicable, waiting time may be charged according to the rules displayed on the Platform.
19.2 If a Customer is unavailable at the specified pickup location or otherwise fails to cooperate after reasonable waiting or contact attempts, the Booking may be treated as a no-show.
19.3 Applicable no-show or cancellation charges may apply according to the Platform's current policy.
20. REFUNDS
20.1 Refund eligibility shall be determined according to the applicable cancellation, refund and payment rules.
20.2 Where a refund is approved, the processing time may depend on the payment method, payment provider and banking system.
20.3 LAIZO may investigate disputed transactions before processing a refund.
20.4 Nothing in these Terms limits any refund or consumer right that cannot lawfully be excluded.
21. SERVICE DELAYS, CANCELLATION OR NON-AVAILABILITY
21.1 LAIZO may not be able to guarantee exact pickup, delivery or completion times in every circumstance.
21.2 Delays may occur due to traffic, weather, technical issues, Service Partner availability, government restrictions, emergencies, incorrect Customer information or other circumstances.
21.3 LAIZO may cancel or modify a Booking where reasonably necessary for safety, legal compliance, operational reasons or other legitimate reasons.
22. CUSTOMER AND SERVICE PARTNER COMMUNICATION
22.1 The Platform may facilitate communication between Customers and Service Partners for purposes connected with a Booking.
22.2 Customers must use such communication channels responsibly.
22.3 Customers must not harass, threaten, abuse, intimidate or unlawfully contact Service Partners.
22.4 Contact information may be masked, restricted or facilitated through technology where available.
22.5 Calls, chats or other communications may be recorded or processed only where such functionality is implemented and permitted by applicable law.
23. SAFETY AND CONDUCT
Customers must not:
(a) threaten, abuse or assault any person;
(b) carry prohibited or illegal items;
(c) intentionally damage a vehicle or property;
(d) interfere with safe
