Terms of Service

Last updated 8 September 2026

These terms govern your use of LaGo. By using any LaGo app you agree to them. If you do not, please do not use the service.

LaGo is a marketplace, not a shop or a kitchen. Stores own and prepare what they sell. Delivery partners are independent contractors, not our employees. We connect the three of you, prove the handover, and settle the money.

In the language of the Consumer Protection (E-Commerce) Rules, 2020, LaGo is a marketplace e-commerce entity, and each store is the seller. We are also an intermediary under the Information Technology Act, 2000. These terms are a contract under the Indian Contract Act, 1872.

1. Who can use LaGo

You must be 18 or older and able to enter a contract. One account per person. You are responsible for what happens under your account, so keep access to your email secure — it is how we sign you in.

Customers, stores and delivery partners register themselves. Stores and delivery partners cannot trade until we have verified their documents, and we may decline or withdraw that approval.

2. Where we deliver

LaGo operates in Lavasa, Maharashtra. We deliver only to pincodes we have enabled, and an address outside them will be refused when you save it or when you try to order.

3. Ordering

• Prices, taxes and the delivery fee are shown before you place the order and are calculated by us, not by the app on your phone.
• An order may contain items from at most two stores. One delivery fee covers the whole order however many stores are involved.
• Placing an order is an offer to buy. It becomes binding when the store accepts it. A store has five minutes to accept, after which the order expires and you are charged nothing.
• Delivery times are estimates, based on the store's stated preparation time plus an allowance for travel. They are not guarantees, and we do not pay compensation for a late delivery.

4. If a store cannot supply something

A store that accepts an order and then finds it cannot supply an item may either:

• Remove the item. It comes off your order and you pay less at the door.
• Offer you something else. You have five minutes to accept or decline in the app. If you accept, the price adjusts either way. If you decline, or do not answer, the item is removed and you pay less.

A store may not substitute an item without your agreement, and cannot offer a replacement that costs substantially more than what you ordered.

5. Paying

• LaGo is cash on delivery. You pay the delivery partner at your door, in cash or by scanning our QR code with your own banking app.
• Nothing is charged before delivery, and we never hold your card or bank details.
• The amount due is whatever the order says when the delivery partner arrives, after any items removed along the way.
• Refusing to pay for an order you accepted at the door may result in your account being suspended.

6. Cancelling

• You may cancel free of charge until the delivery partner collects your order from the store.
• Once an order has been picked up it cannot be cancelled, because the food has been prepared and is on its way. From that point it can only be delivered or refunded through the process below.
• A store may decline an order before accepting it — because it is closed, too busy, out of the item, or cannot prepare it in time. You are told why and charged nothing.

7. Handover

Every order carries two six-digit codes. The store gives one to the delivery partner at collection; you give the other at your door. Both are required, and neither party can see the other's code. Do not share your delivery code with anyone before your order arrives — it is what proves the order reached you.

If the delivery partner cannot reach you, they will call. If you still cannot be reached they will report it, and our team will contact you to arrange a retry, a return or a cancellation. Repeatedly failing to receive orders you placed may result in suspension.

8. Problems and refunds

Report anything wrong with an order through Help in the app. We look at each case ourselves rather than applying an automatic rule, and where a refund is due we arrange it with you directly. Because nothing is charged before delivery, most problems are settled by simply not collecting the money.

Food quality and how an order is prepared and packed are the store's responsibility. We will help you resolve it and we act on repeated complaints about a store, but we are not the seller.

9. For Merchant Partners

• You are the seller for the purposes of the Consumer Protection (E-Commerce) Rules, 2020. You set your prices, keep your menu accurate, and are responsible for food safety and for what you hand over.
• You must hold and keep current a valid licence or registration under the Food Safety and Standards Act, 2006, and comply with the regulations made under it. You are responsible for declaring anything the Legal Metrology (Packaged Commodities) Rules, 2011 require on packaged goods you sell.
• You must not refuse to take back, or refuse a refund for, goods that are defective, deficient, or delivered late or in a condition other than what was described.
• We deduct a commission from the subtotal of each delivered order at the rate agreed with you. The remainder is settled to your registered bank account.
• The delivery fee is not yours; it funds the delivery, not the sale.
• Accept or decline promptly, keep your opening hours honest, and pause new orders rather than letting them expire when you cannot cope.
• We may suspend a store for repeated rejections, persistent lateness, unsafe practice, or documents that lapse.

10. For Delivery Partners

• You are an independent contractor, not an employee. There is no guaranteed work, no minimum hours, and you are free to decline any offer.
• You must hold a valid licence and any registration your vehicle requires, and keep them current with us.
• You are paid a fixed amount per completed delivery, whatever the value of the order. It is settled to your registered bank account.
• You may carry up to three orders at a time. Offers expire in sixty seconds and pass to another partner.
• Cash you collect belongs to LaGo from the moment it is handed to you, and must be accounted for. Confirming a payment is done by our finance team, not by you.
• We may suspend a partner for undelivered orders, unaccounted cash, unsafe riding, or conduct towards customers or stores.

11. What you may not do

• Use LaGo for anything unlawful, or to sell anything you are not licensed to sell.
• Create accounts for other people, place orders you do not intend to receive, or manipulate ratings.
• Interfere with the service, attempt to access another person's account or data, or scrape the platform.
• Abuse, threaten or harass anyone you meet through LaGo.

12. Reviews

Customers may rate a store and a delivery partner after an order, and stores may reply in public. Reviews must be about your own order and must not be abusive or misleading. We may remove a review that breaks these terms, but we do not remove one simply because it is unflattering.

13. Suspension and closing your account

You may close your account at any time from inside the app. We may suspend or close an account that breaks these terms, and will tell you why unless the law prevents us.

Closing an account does not cancel obligations already incurred: money owed is still owed, and orders already delivered stand.

14. Our liability

We provide the platform as it is. We do not promise it will always be available or free of errors. We are not liable for the quality, safety or legality of what a store sells, for how a delivery partner performs, or for indirect or consequential loss.

Where we are liable, our liability for any order is limited to the value of that order. Nothing here excludes liability that cannot be excluded under Indian law, including for death or personal injury caused by our negligence, or for fraud.

15. Changes

We may change these terms. The date at the top will change, and for anything significant we will tell you in the app before it takes effect. Continuing to use LaGo after that means you accept the change.

16. Grievance Officer

As required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, you may raise any complaint with our Grievance Officer at grievance@lagolavasa.com. We acknowledge complaints within 48 hours and aim to resolve them within one month.

17. Governing law and disputes

These terms are governed by the laws of India, including the Indian Contract Act, 1872, the Consumer Protection Act, 2019 and the rules made under it, the Information Technology Act, 2000, and the Food Safety and Standards Act, 2006 as it applies to the stores selling through LaGo.

Nothing in these terms takes away a right you have as a consumer under the Consumer Protection Act, 2019. In particular, if you are a consumer you may bring a complaint before the District, State or National Consumer Disputes Redressal Commission having jurisdiction where you live or work — that right cannot be contracted away, and these terms do not attempt to.

Any other dispute is subject to the courts having jurisdiction in Maharashtra, India.

18. Contact

hello@lagolavasa.com
Privacy questions: privacy@lagolavasa.com
LaGo · Lavasa, Maharashtra, India