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Terms And Conditions

Karayo – Terms & Conditions

Version 1.1

‍Last Updated: 28th June 2025

Railar Solutions Private Limited (“Railar Solutions”), a company incorporated under the Companies Act, 2006 and having its registered office at Kathmandu Metropolitan City 12, Kathmandu, Bagmati, Nepal, 44600 is the owner of the brand Railar and Karayo and web based platforms, ‘railar.net’, ‘karayo.com’ and mobile application ‘Karayo’ (collectively, the“Platform”). The ‘Company’ is a licensee of the brand Karayo and the Platform, and is responsible for operating and managing the Platform under the license.

 

1. Company Information

The Platform is owned by Railar Solutions Private Limited (“Railar Solutions”), a company incorporated under the Companies Act, 2006 with its registered office at Kathmandu Metropolitan City-12, Kathmandu, Bagmati, Nepal, 44600.
Railar Solutions operates the grocery delivery service under the brand Karayo.

 

2. Services Provided

Karayo purchases, stores, and sells grocery items directly to customers.
Through the Platform, users can browse products, place orders, make payments, and receive deliveries within our service area (currently Kathmandu Valley).

 

3. User Accounts

To use our services, you must create an account using your mobile number.
You are responsible for:

  • Keeping your login details secure
  • Providing accurate and complete information
  • Notifying us immediately of any unauthorized use

Use of the Platform by persons under 18 must be supervised by a guardian.

 

4. Ordering & Delivery

  • Orders are confirmed only after placement on the Platform.
  • Delivery times are estimates and may vary due to traffic, weather, or operational issues.
  • Orders cannot be canceled once items are picked up for delivery.
  • If we are unable to deliver due to your unavailability or incorrect delivery information, the order may be marked as failed and delivery fees may still apply.

 

5. Pricing & Payments

We offer transparent pricing displayed on the Platform, which may change due to market conditions.

Accepted payment methods:

  • Cash on Delivery (COD)
  • Online payments via third-party providers such as eSewa, Khalti and others
  • Karayo Wallet

We do not store or process your payment card or wallet information. All online payments are handled securely by third-party payment processors.

 

6. Refunds & Replacements

You may request a refund or replacement if:

  • You receive the wrong item
  • Items are damaged
  • Items are undelivered

All issues must be reported within 24 hours of delivery or scheduled delivery time.

Refunds will be processed through the original payment method or via wallet credit, depending on the situation. Final decisions rest with Karayo based on verification.

 

7. User Responsibilities

You agree not to:

  • Use the Platform for unlawful activities
  • Interfere with the Platform’s operation
  • Misuse promotional codes, referral programs, or payment methods
  • Attempt to harm our systems, servers, or data

Violation may lead to account suspension or legal action.

 

8. User-generated content

 

  • Definition. “User-generated content” (UGC) means any content you submit through the app, such as product reviews, ratings, or messages sent via in-app chat. In this app, UGC is directed to and handled by the app operator (admin); there is no direct interaction between app users.
  • Your agreement. By submitting UGC, you confirm that you have read and accept these Terms and our policies. You may not submit UGC if you do not agree.
  • Rules for UGC. You must not submit UGC that is illegal, harmful, threatening, abusive, harassing, defamatory, obscene, hateful, discriminatory, invasive of privacy, or otherwise objectionable. We prohibit such content and behaviour in line with applicable law and platform policies (including Google Play’s policies).
  • Moderation. We moderate UGC in a way that is reasonable for the type of content. For example, product reviews may be reviewed by us before they are published and we may reject or remove any UGC that breaches these Terms or our policies. We may also suspend or terminate accounts that breach these Terms. We do not guarantee that we will review all UGC before or after it is submitted.
  • No misuse of features. You must not use in-app features or any paid or promotional elements in a way that encourages or promotes objectionable content or behaviour.
  • Licence and responsibility. You are responsible for your UGC. By submitting UGC, you grant us the rights we need to operate the app (including to store, display, moderate, and remove it). You must have the right to submit the UGC and it must not infringe anyone else’s rights.

 

9. Intellectual Property

All logos, trademarks, design elements, text, images, and software on the Platform belong to Railar Solutions or its licensors.
Users may not copy, reproduce, or distribute any content without written permission.

 

10. Privacy

Your privacy is important to us.
We collect limited personal data such as name, phone number, and delivery location to operate the service.
Payment information is handled by third-party payment processors and is not stored on our servers.

Our Privacy Policy explains how your data is collected, used, and protected.

 

11. Third-Party Services

The Platform may link to third-party payment providers and other external services.
Karayo is not responsible for:

  • Their policies
  • Security practices
  • Service performance

Users are responsible for reviewing their terms.

 

12. Limitation of Liability

To the maximum extent permitted by law, Karayo and Railar Solutions are not liable for:

  • Losses resulting from delays, unavailability, system errors, or force majeure events
  • Indirect or consequential damages

Our liability, if any, is limited to the value of the order in question.

 

13. Termination

We may suspend or terminate your account if:

  • You violate these Terms
  • Fraudulent or abusive activity is detected
  • We are required to do so by law

You may stop using the Platform at any time.

 

14. Changes to Terms

We may update these Terms periodically. Updated Terms will be posted on the Platform, and continued use means you accept the changes.

 

15. Governing Law & Dispute Resolution

These Terms are governed by the laws of Kathmandu, Nepal.
Any disputes shall be resolved through informal negotiation first, and if unresolved, through competent courts in Kathmandu.

 

16. Contact Information

For support, refunds, complaints, or inquiries:

Railar Solutions Private Limited
Kathmandu Metropolitan City-12, Kathmandu, Nepal
Email: apps@railar.net
Phone: +977 9705 505025