# Refund and cancellation policy

> The short version of how cancellations and refunds work.

Source: https://support.laayo.com.np/a/refund-policy  
Topic: Policies & trust > Policies  
Updated: 2026-10-09

## Cancellations

- Before the restaurant accepts: free, and any prepaid amount is refunded in full.
- After the restaurant accepts: cancellation may not be possible. If the food is already prepared or picked up, the full amount can be charged.
- If the restaurant, rider or Laayo cancels: you are not charged and prepaid amounts are refunded.

## Refunds

- Eligible: orders cancelled by the restaurant or Laayo, missing, wrong or badly damaged items reported with photos, and payments taken without an order being placed.
- Not eligible: wrong address or phone number given, nobody available to receive the order, change of mind after preparation, delays from weather, traffic or strikes.
- Report problems within 24 hours of delivery where possible, with photos.
- Delivery fees are not refunded once an order has been picked up.

Refunds go to Laayo Money or the original payment method, within 7 to 14 working days depending on the provider.