# Laayo Help Center

> Official answers about ordering, delivery, payments, refunds, Laayo Plus and accounts on Laayo, the delivery app for Birtamod and Damak, Nepal.

Laayo is a food and grocery delivery app made in Birtamod, Nepal. It delivers in Birtamod and Damak (Jhapa). Customers pay by Cash on Delivery, Fonepay QR or Laayo Money (the in-app balance). Customer support: in the Laayo app, Menu > Help & Support > Chat with us; email support@laayo.com.np; phone 9707055875. Apps: Android https://play.google.com/store/apps/details?id=com.laayo.userapplication and iPhone https://apps.apple.com/np/app/laayo-delivery-made-easy/id6757504406. Website: https://laayo.com.np.

Every article is also available as Markdown by adding .md to its URL. The whole Help Center in one file: https://support.laayo.com.np/llms-full.txt

## Getting started

- [What is Laayo?](https://support.laayo.com.np/a/what-is-laayo.md): Laayo brings food and essentials from local restaurants and stores to your door.
- [Where does Laayo deliver?](https://support.laayo.com.np/a/where-laayo-delivers.md): Laayo delivers in Birtamod and Damak, Jhapa. More cities are on the way.
- [Download the Laayo app](https://support.laayo.com.np/a/download-the-app.md): Get Laayo on Android or iPhone, and keep it up to date.
- [Create an account and sign in](https://support.laayo.com.np/a/sign-in.md): Sign in with your phone number, Google or Apple.
- [Add or change your delivery address](https://support.laayo.com.np/a/set-delivery-address.md): Save home, work and other places so the rider finds you first time.
- [How to place an order](https://support.laayo.com.np/a/place-an-order.md): From choosing a restaurant to paying at checkout.

## Orders & delivery

- [Track your order](https://support.laayo.com.np/a/track-your-order.md): Follow your order and rider live on the map.
- [Share your tracking link](https://support.laayo.com.np/a/share-tracking.md): Let someone else follow the delivery, no app needed.
- [Chat with or call your rider](https://support.laayo.com.np/a/contact-your-rider.md): Reach your rider once they are assigned.
- [Cancel an order](https://support.laayo.com.np/a/cancel-an-order.md): You can cancel until the restaurant accepts your order.
- [My order is late](https://support.laayo.com.np/a/order-is-late.md): What to check and when to contact us.
- [Schedule an order for later](https://support.laayo.com.np/a/schedule-an-order.md): Order now and get it delivered up to 3 days ahead.
- [Delivery fees and minimum order](https://support.laayo.com.np/a/fees-and-minimum-order.md): How delivery fees are set and why some carts need a minimum.
- [Rate your order and reorder](https://support.laayo.com.np/a/rate-and-reorder.md): Tell us how it went and order your favourites again in two taps.
- [Get an invoice for your order](https://support.laayo.com.np/a/download-invoice.md): Download a PDF invoice for any delivered order.

## Payments & refunds

- [Ways to pay on Laayo](https://support.laayo.com.np/a/payment-methods.md): Cash on Delivery, Fonepay QR and Laayo Money.
- [Pay with Fonepay QR](https://support.laayo.com.np/a/pay-with-fonepay.md): Scan and pay with any Fonepay-supported bank or wallet app.
- [Switch from cash to Fonepay during delivery](https://support.laayo.com.np/a/pay-mid-delivery.md): Chose cash but don't have it ready? Pay by QR before the rider arrives.
- [Tip your rider](https://support.laayo.com.np/a/tip-your-rider.md): Thank your rider with a tip from the order screen.
- [Laayo Money](https://support.laayo.com.np/a/laayo-money.md): Your Laayo balance for faster checkout.
- [Money was deducted but my order failed](https://support.laayo.com.np/a/money-deducted.md): What happens when a payment goes through but no order is placed.
- [How refunds work](https://support.laayo.com.np/a/refunds.md): When you get a refund, where it goes and how long it takes.

## Problems with an order

- [Report a problem with an order](https://support.laayo.com.np/a/report-a-problem.md): Tell us within 7 days and add photos so we can sort it out fast.
- [An item is missing or wrong](https://support.laayo.com.np/a/missing-or-wrong-item.md): Got the wrong dish or something is missing? Here's what to do.
- [Food quality or hygiene problem](https://support.laayo.com.np/a/food-quality.md): Cold, stale, spilled or unsafe food.
- [A concern about a rider](https://support.laayo.com.np/a/rider-concern.md): Rude behaviour, safety worries or a rider asking for extra money.

## Account & security

- [I didn't get my verification code](https://support.laayo.com.np/a/otp-not-received.md): What to try when the SMS code does not arrive.
- [Change your name, email or phone number](https://support.laayo.com.np/a/change-email-or-phone.md): Update your profile details.
- [Keep your account safe](https://support.laayo.com.np/a/keep-your-account-safe.md): Never share your code, and watch out for fake calls.
- [Manage notifications](https://support.laayo.com.np/a/notifications.md): Choose which alerts and offers you get.
- [Delete your account](https://support.laayo.com.np/a/delete-account.md): Request permanent deletion of your Laayo account.

## Laayo Plus & offers

- [What is Laayo Plus?](https://support.laayo.com.np/a/laayo-plus.md): रु 199 for 30 days: free deliveries, priority support and more.
- [Laayo Plus free delivery rules](https://support.laayo.com.np/a/plus-free-delivery-rules.md): When a free delivery applies and what happens if you cancel.
- [Use a coupon](https://support.laayo.com.np/a/apply-a-coupon.md): Apply a code in the cart and what to check if it fails.
- [Refer & Earn](https://support.laayo.com.np/a/refer-and-earn.md): Invite friends and earn Laayo Money when they order.
- [Buy a Laayo gift card](https://support.laayo.com.np/a/buy-gift-card.md): Send Laayo credit to someone by SMS or email.
- [Claim a gift card](https://support.laayo.com.np/a/claim-gift-card.md): Add a gift card to your Laayo Money.

## For restaurants & stores

- [List your restaurant or store on Laayo](https://support.laayo.com.np/a/partner-with-laayo.md): Apply online and start getting orders.
- [Get help as a Laayo partner](https://support.laayo.com.np/a/vendor-app-help.md): Raise a ticket from the Laayo Partner app.

## For riders

- [Become a Laayo rider](https://support.laayo.com.np/a/become-a-rider.md): What you need and how to apply.
- [Set up your phone so you never miss an order](https://support.laayo.com.np/a/rider-phone-setup.md): Notifications, battery and location settings for the rider app.

## Policies & trust

- [Refund and cancellation policy](https://support.laayo.com.np/a/refund-policy.md): The short version of how cancellations and refunds work.
- [Your privacy](https://support.laayo.com.np/a/privacy.md): What we collect, why, and your choices.
- [Terms of use, in short](https://support.laayo.com.np/a/terms.md): The main points of using Laayo.
- [Check that a Laayo document is genuine](https://support.laayo.com.np/a/verify-a-document.md): Verify letters, certificates and receipts issued by Laayo.

## Optional

- [Contact Laayo](https://support.laayo.com.np/contact)
- [Ask Laayo AI](https://support.laayo.com.np/ask)
- [Verify a Laayo document](https://verify.laayo.com.np)