# Rider safety at Laayo, what we do and what we ask > Riders are on the road in rain, at night and in traffic. How Laayo builds safety into the rider app, how riders can report problems, and what we ask of everyone on the road. - Source: https://blog.laayo.com.np/rider-safety-at-laayo - Section: Guides - Author: Laayo Team (Laayo Services Pvt. Ltd.) - Published: October 15, 2026 - Topics: Riders, Safety, Guides No order is worth an accident. That sentence sits behind a lot of small decisions in the Laayo rider app and in how our team works with riders. This guide puts them in one place, for riders, their families and anyone who wants to know how we think about safety. ## Who is riding? Safety starts with knowing who is on the bike. - **A person reviews every rider.** Nobody rides for Laayo straight from a form. Our team checks documents and talks to every applicant. See [becoming a Laayo rider](https://blog.laayo.com.np/becoming-a-laayo-rider). - **Daily selfie.** Freelance riders confirm who they are with a quick selfie at the start of each day before going online. - **ID in the app.** Riders carry their Laayo ID and licence details in the app, ready to show at a checkpoint without digging for papers. - **Emergency contact.** Every rider gives us an emergency contact when they join, so we know who to call if something happens. ## How does Laayo handle bad weather? When it rains hard, riders can switch on **rain mode** for their zone from the app. Customers then see that it is raining and that deliveries may take a little longer, and delivery time estimates account for the weather. The goal is simple: no rider should feel pushed to ride fast on a wet road. More in [riding through the monsoon](https://blog.laayo.com.np/riding-through-the-monsoon). ## Does the app distract riders while riding? We work hard to make sure it does not. - **Spoken prompts** in natural Nepali explain key steps, such as when to pick up an order, so riders do not have to read long instructions. - **Automatic progress.** Arrival at the restaurant and at the customer is picked up from location, so riders do not need to tap while moving. - **Calm design.** Large buttons, clear cards and no unnecessary pop ups. Our rule for riders is the same as for anyone on the road: **stop before using your phone.** ## What about handovers at the door? Handovers should be quick and calm. The app gives riders the customer's landmark, notes, and call and chat buttons. We are rolling out an arrival message: when a rider reaches the door, the customer is told once and can answer "Coming", "Give me a moment" or "Call me", so riders are not left waiting outside without knowing what is happening. ## Can riders rate customers and handovers? Yes. Customers rate riders, and riders can rate the handover too, using simple tags such as a hard-to-find address or a long wait. That helps us spot addresses and situations that need fixing. See [reviews for riders too](https://blog.laayo.com.np/reviews-for-riders-too). ## How do riders report a problem? - **During an order:** chat or call through the order, or call Laayo support from the app. - **Afterwards:** raise a **grievance** in the app. It becomes a conversation with our team with a clear status, and riders can attach a photo. - **Disputing a deduction:** open it in the app and tap to dispute it. It goes into the same grievance thread. Every report is read by a person. ## What benefits support riders? Our team can set up benefits, such as insurance details, that riders can see in the app, including what is covered and how to claim. Benefits depend on the rider's arrangement with Laayo and are explained when a rider joins. ## What do we ask of riders? - Wear a helmet, every ride. - Follow traffic rules, even when an order is running late. - Stop before using the phone. - Use rain mode when the weather turns, and take shelter when it is unsafe. - Tell us about anything that felt unsafe, so we can fix it for everyone. ## Quick answers ### Does Laayo check who its riders are? Yes. A person reviews every rider before they start, and freelance riders confirm their identity with a selfie each day. ### What happens when it rains? Riders can switch on rain mode for their zone, customers are told to expect a little longer, and estimates account for the weather. ### How can a rider report a problem? Through the order chat, by calling Laayo support, or by raising a grievance in the rider app. ### Can riders rate customers? Riders can rate the handover with simple tags, which helps us fix hard-to-find addresses and other problems. ### Do riders have to use the phone while riding? No. Loud order alarms, spoken prompts and automatic location updates are there so riders can keep their eyes on the road. We ask riders to stop before using the phone.