Terms and Conditions

Last updated: October 2, 2026

These Terms and Conditions ("Terms") govern your use of the Lauki concierge service in India, offered through lauki.ai, lauki.chat, the Lauki app, Telegram, WhatsApp and email (the "Service"). The Service is operated by Upsurge Labs LLP, a limited liability partnership registered in India with its registered office at Building No. 13, 2nd and 3rd Floor, ST Bed Colony, Above Kotak Mahindra Bank, 80 Feet Main Road, Koramangala 4th Block, Bengaluru, Karnataka 560034 ("Lauki", "we", "us"). By using the Service or paying for an order, you agree to these Terms.

1. The Service

Lauki is a personal concierge. On your request, we find, buy or book products and services from third-party retailers and providers on your behalf and arrange delivery to you.

2. Eligibility

You must be at least 18 years old and able to enter a binding contract under Indian law. You are responsible for the accuracy of the details you give us, including your name, phone number and delivery address.

3. Orders and confirmation

• Before payment, we confirm the item or service, the retailer, the delivery address and the total amount with you.
• An order is accepted only when you have paid in full through the payment link we send you and we have confirmed the payment.
• We may decline any request, including requests for restricted, illegal or unsafe items, or where we cannot verify the retailer.

4. Prices and payment

• All prices are in Indian Rupees (INR). The total is the item price plus shipping plus a 5% service fee, as shown before you pay.
• Payments are processed by our payment partner Razorpay through UPI, cards, net banking or wallets. We do not store your card details.
• If the retailer's price changes before we buy, we ask you before going ahead. We never charge more than the amount you approved.

5. Third-party products and services

Products and services are supplied by the retailer or provider, and their warranty, return and cancellation terms apply. We act on your behalf to place the order and handle follow-ups, returns and claims for you. Manufacturer warranties remain with the manufacturer.

6. Cancellations, refunds and delivery

See our Cancellation and Refund Policy and Shipping and Delivery Policy, which form part of these Terms.

7. Acceptable use

You agree not to use the Service for any unlawful purpose, to buy restricted or prohibited goods, to commit fraud, or to make chargebacks for orders that were delivered as confirmed.

8. Limitation of liability

To the extent permitted by law, our total liability for any order is limited to the amount you paid us for that order. We are not liable for delays or failures caused by retailers, couriers or events beyond our reasonable control, but we will help you resolve them and refund you where these Terms say so.

9. Privacy

We use your personal details only to fulfil your orders and support you. See our Privacy Policy.

10. Changes

We may update these Terms from time to time. The version on this page at the time you pay applies to that order.

11. Governing law and disputes

These Terms are governed by the laws of India. Courts at Bengaluru, Karnataka have exclusive jurisdiction.

12. Contact and grievances

For any question or complaint, email [email protected]. We acknowledge complaints within 48 hours and aim to resolve them within 7 working days. Full details on the Contact Us page.