Terms & Conditions

Last updated: July 16, 2026

These Terms & Conditions (“Terms”) govern your use of the YANO mobile applications and the website at getyano.com (together, the “Service”), operated by YANO (“we”, “us”, or “our”). By creating an account or using the Service, you agree to these Terms. If you do not agree, please do not use the Service.

1. What YANO Is

YANO is a marketplace that connects customers with independent home-service providers. We do not perform the services ourselves. Providers are independent contractors, not our employees or agents. We facilitate discovery, booking, communication, and payment between the two parties. The service agreement itself is between the customer and the provider.

2. Eligibility and Accounts

• You must be at least 18 years old to use the Service.
• You must provide accurate information and keep your account details current.
• You are responsible for activity under your account and for keeping your password secure.
• Phone numbers are verified by one-time code (OTP) at sign-up. Each phone number may be linked to one account.
• Providers must complete identity verification before they can accept bookings.

3. Bookings

• Requests. A booking begins as a request to a specific provider. It is not confirmed until the provider accepts it.
• Expiry. Requests expire if not accepted in time. On-demand (ASAP) requests expire one hour after they are made. Scheduled requests expire at the earlier of two hours before the scheduled start or 24 hours after the request, and never sooner than one hour after the request.
• Accuracy. You are responsible for the address, contact details, access arrangements, and service description you provide.
• Status. Bookings move through the states shown in the app: pending, accepted, on the way, in progress, completed, cancelled, or expired.

4. Prices, Payment, and Fees

• Prices are set by providers and shown before you confirm a booking. All amounts are in Philippine pesos (PHP).
• Online payments are processed by our third-party payment partners. We do not store full card numbers.
• Cash on delivery (COD). Where offered, you agree to pay the provider in full, in cash, at the time of service. Repeatedly cancelling COD bookings may result in COD being disabled on your account.
• Bookings paid online are shown to the provider once payment is confirmed. COD bookings are shown immediately.
• Tips. Tips are voluntary and passed to the provider.

5. Cancellations

Cancellation charges apply only to customers, and only once a provider has accepted the booking:

• Free — if the booking has not yet been accepted by a provider.
• Free — for scheduled bookings cancelled more than 24 hours before the scheduled start.
• 20% of the service subtotal — for scheduled bookings cancelled 24 hours or less before the scheduled start.
• 20% of the service subtotal — for on-demand (ASAP) bookings cancelled after a provider has accepted.

Providers may cancel a booking without charge to the customer, but repeated or last-minute provider cancellations may lead to suspension. Cancellation fees compensate providers for time held and travel committed.

6. Refunds

Where a refund is due on an online payment — for example a cancelled booking that was already paid — the refundable amount is the total paid less any cancellation fee that applies. Refunds are currently processed manually and returned through the original payment method or another agreed channel. Please allow reasonable processing time and contact support if you have not received a refund you expect.

7. Terms for Providers

• Independent contractor. You are not our employee. You control how you deliver your services, subject to these Terms and applicable law.
• Identity verification. You must complete identity verification before accepting bookings. You may not use another person’s identity or account.
• Commission. We deduct a platform commission from each completed booking. The current standard rate is 11.5% of the service subtotal. Your applicable rate is shown in your earnings breakdown, and we may agree a different rate with you.
• Earnings and payouts. Earnings are credited to your in-app wallet on completion. The minimum withdrawal amount is ₱500. Withdrawals are paid to the account details you provide; you are responsible for their accuracy.
• Conduct. You must hold any licences your work requires, perform services safely and professionally, respect customers’ homes and privacy, and comply with the law.
• Taxes. You are responsible for your own tax registration, filings, and payments.
• Promotional discounts. Where a customer uses a discount or coupon, the discount is absorbed by the platform. Your earnings are calculated on the undiscounted subtotal.

8. Rewards and Coupons

• Points are a promotional benefit with no cash value. They cannot be sold, transferred, or exchanged for money.
• Points may be redeemed for discount coupons as described in the app. Coupons may carry conditions and expiry dates.
• We may change, suspend, or end the rewards programme, and may adjust or cancel points and coupons obtained in error, through abuse, or through fraud.

9. Subscriptions

We may offer optional paid subscription plans to providers. Where a plan is offered, its price, billing period, and benefits will be shown before you subscribe, and any additional terms will be presented at that time. No subscription charges apply unless you expressly subscribe.

10. Acceptable Use

You agree not to:

• Use the Service for anything unlawful, harmful, or fraudulent.
• Impersonate anyone or misrepresent your identity or qualifications.
• Harass, threaten, or discriminate against another user.
• Arrange payment outside the Service to avoid fees, where the booking originated on YANO.
• Interfere with, probe, or attempt to gain unauthorised access to the Service.
• Post false reviews or manipulate ratings.

11. Reviews and Content

You are responsible for content you submit, including reviews and messages. Content must be honest and lawful. We may remove content that breaches these Terms. You grant us a licence to host and display your content for the purpose of operating the Service.

12. Suspension and Termination

We may suspend or terminate an account that breaches these Terms, presents a safety or fraud risk, or is required to be removed by law. You may close your account at any time; amounts properly owed to or by you survive closure.

13. Safety and Disclaimers

We verify provider identity and encourage good conduct, but we do not supervise the services performedand cannot guarantee their quality, timing, or outcome. The Service is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

14. Limitation of Liability

To the fullest extent permitted by Philippine law, YANO is not liable for indirect, incidental, special, or consequential losses, or for loss of profit, data, or goodwill, arising from your use of the Service. Our total liability for any claim relating to a booking is limited to the amount you paid for that booking. Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or for fraud.

15. Disputes Between Users

Disputes about the service performed are primarily between the customer and the provider. We encourage you to resolve matters directly in the first instance. We may, at our discretion, help mediate and may consider booking records, messages, and other information in doing so. Our decision on platform matters such as fees, refunds, or account standing is final in relation to the Service.

16. Changes to These Terms

We may update these Terms from time to time. We will post the updated version on this page and revise the “Last updated” date. Continued use of the Service after changes take effect means you accept the updated Terms.

17. Governing Law

These Terms are governed by the laws of the Republic of the Philippines. The courts of the Philippines have jurisdiction over any dispute arising from them, without prejudice to any right you have to bring proceedings in another competent forum where the law allows.

18. Contact

Questions about these Terms? Contact us at support@getyano.com. See also our Privacy Policy.