Yumo Terms of Service

Last updated: 23.12.2025

1. Definitions

In these Terms, the following definitions are used:

  • “Yumo” — a mobile application and web platform for car owners that allows them to find partners and place orders or bookings for car care services (car wash, tire service, oil change, detailing, etc.).
  • “Yumo Partner” — a separate application and web panel for businesses and specialists providing car care services and working via the Yumo platform.
  • “User” or “Client” — an individual registered in the Yumo application to search for and order services.
  • “Partner” — a legal entity, sole proprietor or individual registered in Yumo Partner and providing services to users in accordance with the applicable legislation.
  • “Yumo Service” — the set of mobile applications, web interfaces and technical infrastructure that enables interaction between users and partners.
  • “Yumo Account” — a personal account of a user or partner within Yumo.
  • “Yumo Commission” — the fee charged by Yumo from the partner for using the platform. The commission is set in a range from approximately 9% down to 3%, depending on the order amount, and is deducted from the partner’s internal balance.
  • “Yumo Balance” — the partner’s internal balance within Yumo, from which the Yumo Commission is deducted.
  • “Yumo Bonus” — a bonus balance issued to a client or partner within bonus programs, competitions and promotions with a limited validity period. It may be used to pay orders or commissions in full or partially.

2. Service Operator (About Us)

The platform is operated by:

“Yumo Technology” LLC

Registration number (VÖEN): 1406819971

Legal address: AZ1007, Baku, Nasimi district, Izzat Gambarov street, building 16, apartment 146.

The activity is regulated by the legislation of the Republic of Azerbaijan, including the Civil Code and laws on consumer rights protection.

Contact details:

3. Service description and nature of “delivery”

Yumo:

  • does not provide car care services itself and does not sell physical goods;
  • provides a digital service that connects the client and the partner and enables the ordering or booking process, as well as provides information on approximate time and cost;
  • the service is considered as “provided” to the client when:
    1. the partner confirms the order or booking in the Yumo application;
    2. the client presses the “On the way” button and arrives at the partner’s location;
    3. the partner provides the service at its facility — at a car service enterprise such as a car wash, detailing center, car interior chemical cleaning service, restoration center, wheel repair and painting service, protective film application center, car painting enterprise, oil change service, etc.

The “delivery” of the service is deemed to have occurred from the moment the order is confirmed and the client comes to the partner’s facility and receives the actual service. Since no physical goods are shipped, there is no delivery period measured in days.

4. Partner registration and verification

4.1. Registration

In order to use the service, both clients and partners must register with their mobile phone number, with confirmation performed via SMS/OTP code.

4.2. Verification

Partners must undergo mandatory verification via Veriff (or a similar service). After the required documents and information about the enterprise are submitted and verified, the account is approved by a moderator and activated.

4.3. Branch accounts

If a partner has several branches, it is possible to create a separate account for each branch. In this case, the address and data of each account must correspond to the respective physical location.

4.4. Prohibited actions

It is prohibited to provide false information, to register non-existent enterprises, to impersonate another person or to create accounts for facilities that do not belong to the partner. If such cases are detected, Yumo has the right to block the account immediately and, if necessary, to apply to law enforcement authorities and/or the courts in order to protect its rights and interests, as well as the rights of third parties.

5. Accounts and security

5.1. Confidentiality

The client and the partner must keep their login details (OTP code, phone number, etc.) confidential. All operations performed from an account are considered operations of the account owner.

5.2. Unauthorized access

If there is suspicion of unauthorized access, the user must immediately contact Yumo support.

5.3. Restriction and deletion

Yumo has the right to temporarily restrict or delete an account in the event of violations of these Terms.

5.4. Re-registration prohibition

If an enterprise’s previous account was blocked, it is prohibited for the same enterprise to register again on Yumo. The same applies to clients whose accounts were blocked — re-registration is prohibited. Both enterprises and clients must contact contact@yumo.az in order to request access restoration.

5.5. Security

Account data and key operations are protected using modern encryption methods.

6. Payments, commission and refunds

6.1. Payment for services

  • Payment for services is made directly from the client to the partner (cash, card, or any other method available at the partner).
  • Yumo is not a party to the service agreement between the client and the partner, except when Yumo Bonus is used (in the part related to providing a discount/promo mechanism). However, even when Yumo Bonus is used, Yumo does not become a payment intermediary for the service payment: Yumo does not accept, hold, or transfer the client’s funds to the partner as payment for the service. Using Yumo Bonus means applying a discount/promo mechanism within the platform.

6.2. Payment using Yumo Bonus

If the client pays for the service using only Yumo Bonus bonuses:

  • the partner provides the service without charging the client;
  • Yumo credits the partner with an equivalent amount in the form of Yumo Balance and/or Yumo Bonus within up to 10 business days. Such credits are a compensation/reward to the partner within Yumo’s bonus/promo programs, are not a transfer of the client’s funds to the partner, and are not a payment service for the client. This compensation is provided within the relationship between Yumo and the partner and does not make Yumo a party to the service agreement between the client and the partner.

Yumo Bonus has a limited validity period and may be credited:

  • when a partner tops up their balance (e.g., for every 50 AZN — +10 bonus AZN for 1 day);
  • within promotions, contests, and promo campaigns.

If another active bonus is applied at the time of deduction, new bonuses are placed in a queue and start being used after the previous bonus ends.

Yumo Bonus is not money, e-money, or a payment instrument; bonuses are not intended for payments outside the platform and are not subject to cash-out/transfer to third parties unless expressly stated otherwise in the rules of a specific promotion.

6.3. Yumo commission

For using the platform, a commission is charged to the partner:

  • the commission rate ranges from 9% to 3% and depends on the order amount (the higher the amount, the lower the percentage);
  • the commission is deducted from the partner’s internal balance Yumo Balance and/or Yumo Bonus;
  • the partner may be provided with an indicative commission calculation (price ranges and corresponding rates).

The commission is a fee for using the platform functionality (access to orders/bookings and related services) and is not a fee for processing a payment between the client and the partner.

6.4. Partner balance limitations

  • Yumo Balance may temporarily go negative up to –5 AZN, after which the platform may restrict acceptance of new orders until the balance is topped up.

6.5. Refunds

Since payment is made directly from the client to the partner, refund matters are resolved between the client and the partner.

Yumo:

  • does not hold or refund the cost of the service, except in cases of payment via Yumo Bonus; in such cases, as a rule, the refund/compensation is provided within bonus programs (e.g., by restoring/crediting bonuses), unless otherwise stipulated by the rules of a specific promotion;
  • may compensate the client within bonus programs or in a confirmed case of poor-quality service; within bonus programs, “funds” means bonuses/compensation inside the platform unless expressly stated otherwise in the rules of a specific program;
  • is not responsible for settlements between the client and the partner.

In the event of a conflict between the service provider (Partner) and the client (Yumo user), please contact the Yumo team to resolve the dispute and take measures up to blocking parties who violate the Terms of Use.

Detailed rules on cancellations and penalties are provided in the section “Return or Cancellation Policy”.

7. Standard (quick) order

7.1. Order placement

The client selects the partner and services and then presses the “Place order” button. The request sent to the partner includes:

  • selected services and their approximate cost;
  • estimated travel time to the partner’s location;
  • an additional buffer time of at least +10 minutes.

7.2. Partner confirmation

The partner receives the request and within a short period (usually about 30 seconds) decides whether to accept or reject the order.

If the order is confirmed:

  • the Yumo Commission (within the set limits) is automatically deducted from the partner’s Yumo Balance and/or Yumo Bonus;
  • the client sees the “On the way” button and the estimated arrival time in the app.

7.3. Client departure

The client must press “On the way” and arrive at the partner’s facility within:

  • the displayed route time plus at least 10 minutes buffer;
  • if necessary, the partner may extend this buffer time by approximately +10 minutes.

If the client is significantly late or does not show up at all, the order may be cancelled and a penalty may be applied to the client (see Return or Cancellation Policy).

7.4. “Active” status

Once the client arrives at the facility and the partner accepts them on site, the order receives the “active” status. From this moment:

  • the order cannot be cancelled via the application by either party;
  • the client can only leave a review or contact Yumo support if there is a complaint about service quality.

7.5. Service quality complaints

If the client submits a complaint regarding the quality of the service, Yumo:

  • contacts the partner and investigates the order;
  • may request supporting materials if needed;
  • if it is confirmed that the service was provided improperly or not provided at all, Yumo may:
    • reduce the partner’s rating;
    • provide full or partial compensation to the client (only in the form of Yumo Bonus and promotional mechanisms);
    • apply additional sanctions to the partner (restrictions, blocking, etc.).

8. Order booking (reservation)

8.1. Creating a booking

The client selects the services, the date and a free time slot in the partner’s schedule (for example, 16:00–16:30) and sends a booking request.

8.2. Partner confirmation of the booking

The partner reviews the request and either:

  • confirms the booking; or
  • rejects it if unable to accept the client.

If confirmed:

  • Yumo Commission (in the 9–3% range, within the set maximum) is deducted from the partner’s Yumo Balance and/or Yumo Bonus;
  • the booking is added to both the client’s and the partner’s schedules.

If there is more than 2 hours before the booking time, the partner has more time to respond; if less than 2 hours remain, the partner must react faster (the specific logic is shown in the app).

8.3. Client’s obligations

On the day of the booking, the client must:

  • press “On the way” no later than the beginning of the chosen time slot (for example, by 16:00);
  • arrive at the facility within the slot plus 10 minutes buffer (for example, by 16:10).

If the client does not press “On the way” in time and/or does not arrive on time, the booking may be considered as expired (“burnt”), and a penalty may be applied to the client (see Return or Cancellation Policy).

8.4. Conversion of booking into an order

When the client arrives at the facility and the partner accepts them, the booking is automatically converted into an “active” order. The further process follows the same rules as for a standard order.

9. Additional services

The client may request additional services to be added to the order:

  • at the booking stage or while “on the way” — the additional service is added to the existing order, and the approximate price and time are updated;
  • after the order becomes “active” — additional services are provided by the partner on site, and payment between the client and partner is made directly; the Yumo Commission is recalculated based on the final amount.

If necessary, the Yumo support team may manually adjust the order via CRM.

10. Liability of the parties

10.1. Liability of Yumo

  • Yumo only provides the platform and connects clients with partners;
  • Yumo is not liable for the actual quality of services provided by partners, the terms of their performance or the final result of the work;
  • Yumo is responsible for ensuring the stable operation of its applications and timely informing users about serious technical failures.

10.2. Liability of the client

The client undertakes to:

  • provide correct data about the vehicle and contact information;
  • press “On the way” on time and arrive to the partner within the agreed period;
  • cancel the order or booking in a timely manner if unable to come;
  • pay penalties for late cancellations or no-shows in accordance with these Terms.

10.3. Liability of the partner

The partner undertakes to:

  • provide services in full accordance with the information specified in the profile (types of services, materials used, conditions of service provision);
  • keep prices and working schedule up to date;
  • respond to orders and bookings in a timely manner (confirm or reject);
  • not cancel orders without a valid reason and not ignore requests.

Violation of these obligations may lead to a decrease in the partner’s rating, restriction of access to orders or blocking of the account.

11. Penalties, bans and rating

11.1. General provisions

  • This section defines the rules for cancelling orders/bookings and the related consequences, including possible penalties, restrictions, blocks, and impact on rating.
  • The procedure for the Client to pay for Partner services and the use of Yumo Bonus is described in Section 6.
  • The accounting and use of Yumo Balance/Yumo Bonus within the platform is described in Section 12.
  • Specific thresholds, timeframes, and values (including cancellation time windows, penalty amounts, blocking limits, and rating conditions) may be updated and displayed in the app interface and/or in notifications.

11.2. Refunds for Partner services

  • Since payment for services is made directly between the Client and the Partner, refund matters for the service are resolved between the Client and the Partner, unless otherwise expressly provided by these Terms or by law.

11.3. Clients: penalties, restrictions and blocks

  • In case of frequent cancellations and no-shows, a client account may be restricted or blocked.
  • For example, 5 cancellations within a short period (e.g., 10 days) may result in a 7-day block.
  • Specific thresholds and blocking periods may be updated in the app interface and in separate notifications.
  • If a client cancels an order/booking in violation of the rules and a penalty is charged:
  • the client pays the penalty via the payment system (acquiring/payment provider) available on the platform;
  • after successful payment, the portion of the penalty due to the partner is credited to the partner in the form of Yumo Balance and/or Yumo Bonus;
  • until successful payment, the penalty is displayed in the “pending” status.
  • Penalty payments are processed by a third-party payment system (payment provider/acquirer) in accordance with its rules and applicable requirements; Yumo does not store full bank card payment details (PAN/CVV) and only receives the transaction status confirmation required for accounting and updating statuses on the platform.
  • Crediting the partner with an amount in the form of Yumo Balance and/or Yumo Bonus is an internal accounting/settlement operation of the platform and is not the issuance of e-money and/or a payment service for the client by Yumo.

11.4. Partners: cancellations, rating, visibility and blocks

  • Frequent cancellations of orders and bookings reduce the partner’s rating.
  • Starting from a certain number of cancellations within a 7-day period, the system may:
  • decrease the partner’s rating;
  • reduce visibility in search;
  • temporarily block the partner upon reaching a critical number of cancellations (e.g., a 14-day block for repeated violations).
  • Specific thresholds, timeframes, and the logic of restrictions/blocks may be updated in the app interface and in separate notifications.

11.5. Appealing penalties

  • Penalties for late cancellations and no-shows are designed to protect partners’ time and ensure fair workload distribution.
  • As a rule, such penalties are not subject to appeal if they were charged in accordance with the app logic and the time windows shown at the time of ordering.
  • Exceptions may apply in case of a technical failure or an obvious system error, which the client must report to support in a timely manner.

12. Balance and bonus balance

12.1. Yumo Balance (partner internal balance)

  • The platform uses Yumo Balance — the partner’s internal balance intended exclusively for paying for the use of the Yumo platform (including deduction of the commission/fee for accepted orders and/or bookings).
  • For each order and/or booking placed through the platform, Yumo is entitled to deduct from the partner’s Yumo Balance the amount of the commission/fee in accordance with the applicable tariffs and platform rules.
  • Yumo Balance is not a bank or payment account, e-money, or a payment instrument. Yumo Balance is used only within the platform to account for and deduct the partner’s service payments payable to Yumo.
  • Funds on Yumo Balance are not used for settlements between the client and the partner, cannot be transferred to other users, and are not intended for the client to pay for the partner’s services.
  • If an order or booking is cancelled, the Yumo commission previously deducted from the partner is returned to their balance, except where expressly provided by these Terms.
  • The top-up procedure for Yumo Balance, top-up methods, deduction rules, limitations, and other conditions are published in the platform interface and/or defined by the partner cooperation terms.
  • Yumo Balance may temporarily go negative up to –5 AZN, after which the platform may restrict acceptance of new orders until the balance is topped up. A negative value is an internal technical limit and does not mean the provision of a banking service or the opening of a payment account.

12.2. Yumo Bonus

Bonuses:

  • are credited for top-ups, promotions, and contests;
  • are used strictly in queue order (if one bonus is active, a new one starts after the previous one ends);
  • have a limited validity period indicated in the description of the specific promotion.
  • Yumo Bonus is not money, e-money, or a payment instrument; bonuses are not intended for payments outside the platform and are not subject to cash-out/transfer to third parties unless expressly stated otherwise in the rules of a specific promotion.

13. Notifications and communication

13.1. Notifications

Clients and partners receive notifications about:

  • new order requests, confirmations and cancellations;
  • upcoming booking time;
  • changes in order status (“request”, “on the way”, “active”, “completed”, “cancelled”);
  • bonus issuance and expiration;
  • new announcements published in the news bar on the main screen of the application.

13.2. Notification channels

Notifications are sent via:

  • push notifications in the mobile app;
  • SMS/calls where applicable;
  • Telegram bot and other channels listed on the website.

13.3. Communication with support

Clients, partners and Yumo support (via phone, messengers and e-mail) may contact each other in order to resolve disputes and clarify information.

14. Technical failures

In case of serious technical failures affecting the operation of the platform (for example, when orders cannot be placed or confirmed), Yumo undertakes to:

  • notify users and partners of the problem within 24 hours via push notifications and Telegram bot;
  • where possible, indicate an approximate time for restoration of the system;
  • if necessary, make manual adjustments to orders and bookings via support and CRM.

15. Management and statistics for partners

Via the Yumo Partner panel, partners can:

  • view the schedule of orders and bookings;
  • analyze statistics on revenue, popular services and load;
  • add employees and assign permissions.

In addition, partners may edit and keep up to date their:

  • profile;
  • profile information;
  • gallery (photos and images);
  • working schedule;
  • list of services;
  • unique features (“selling points”) of their enterprise.

16. License to use the Service

Yumo grants users and partners a limited, non-exclusive, revocable and non-transferable license to use the mobile applications and web interfaces strictly within their intended functionality.

It is prohibited to:

  • modify the applications or any of their parts;
  • attempt to gain access to the source code;
  • use the Yumo brand, logo or design elements without prior written consent.

17. Intellectual property

All software, design, texts, logos and any other elements related to Yumo and Yumo Partner are the property of “Yumo Technology” LLC and are protected by applicable intellectual property laws.

18. Processing of personal data

Personal data of clients and partners is processed in accordance with the laws of the Republic of Azerbaijan and Yumo’s Privacy Policy.

Transfer of data to third parties is allowed only:

  • within the Yumo ecosystem (for example, Veriff, payment providers, etc.);
  • in cases directly required by law.

Detailed information is provided in the separate Privacy Policy document.

19. Return or Cancellation Policy

19.1. Nature of the service

Yumo provides clients with a digital service for organizing orders and bookings at the partner’s facility. The actual car-related service (washing, tires, oil change, etc.) is provided directly by the partner at its location.

19.2. Cancellation of a booking by the client

  • The client may cancel a booking without penalty within the timeframes specified in the app (for example, several hours before the booking time).
  • In case of late cancellation or no-show:
    • the booking is considered as expired (“burnt”);
    • a penalty of up to 10% of the order amount, but not more than 5 AZN, is charged from the client;
    • the penalty is split 50% to the partner and 50% to Yumo.

19.3. Cancellation of a quick order by the client

  • If the client cancels a quick order at a critical moment (for example, shortly before the service time or right after partner confirmation):
    • the order is considered cancelled;
    • a penalty of up to 10% of the order amount, but not more than 2 AZN, is charged from the client;
    • the penalty is split 50% to the partner and 50% to Yumo.
  • The exact amount of the penalty is displayed in the mobile app interface.

19.4. Cancellation by the partner

  • Frequent cancellations of orders and bookings by the partner negatively affect their rating and visibility in search;
  • if the number of cancellations within a short period becomes excessive, the partner’s account may be blocked for a certain period (for example, 14 days).

19.5. Refunds

  • When the service fee is paid directly to the partner, any refund is carried out based on a direct agreement between the client and the partner;
  • Yumo may provide compensation only in the form of Yumo Balance and/or Yumo Bonus in cases of confirmed service violations or technical/system errors;
  • a top-up to the partner’s Yumo Balance may be refunded within 24 hours from the time of the top-up, provided that within this 24-hour period no amount of 0.01 AZN or more has been spent from Yumo Balance.

19.6. Non-appealability of penalties

Penalties for cancellations and no-shows are intended to help partners plan their work and minimize losses. As a rule:

  • penalties that are correctly calculated and applied in accordance with the app rules are not subject to appeal;
  • disputed cases are reviewed by Yumo support only if a technical failure or system error is detected.

20. Governing law and dispute resolution

These Terms are governed by the legislation of the Republic of Azerbaijan.

All disputes arising hereunder are subject to resolution by the competent courts of the Republic of Azerbaijan.

21. Amendments to the Terms

Yumo may update these Terms from time to time. In case of material changes, users will be notified via the mobile application and/or website. By continuing to use the Service, the user is deemed to have accepted the updated version of the Terms.