Legal

Terms of Service

Last updated: 21 March 2026

By downloading or using the luō app, you agree to these Terms of Service. Please read them carefully. If you do not agree, do not use luō.

1. About luō

luō is a mobile parking application that provides a digital interface for parking management at Crestpac-powered parkades across South Africa. luō enables users to link parking tickets, use LPR (Licence Plate Recognition) access, track live tariffs, pay for parking in-app, and receive receipts.

luō is not a parking operator. Parking facilities are owned and managed by third parties using Crestpac infrastructure. luō facilitates payment and access — it does not set parking rates or manage physical facilities.

2. Eligibility

You must be at least 18 years old to create a luō account and make payments through the app. By using luō, you confirm that you are 18 or older and legally capable of entering into this agreement.

3. Your Account

You are responsible for:

Providing accurate account information (name, email, vehicle plates)
Keeping your login credentials confidential
All activity that occurs under your account
Notifying us immediately at hello@myluo.app if you suspect unauthorised account access

4. Vehicle Plates and LPR Access

You may only register number plates for vehicles you own or are authorised to register. By registering a plate, you confirm this authorisation. luō and Crestpac accept no liability for misuse of LPR access resulting from incorrect or fraudulently registered plates.

LPR access is provided as a convenience feature. Technical factors (dirty plates, poor lighting, camera outages) may occasionally prevent automatic recognition. In such cases, use the QR ticket method as a fallback.

5. Payments

All payments are processed securely through Paystack, a PCI-DSS Level 1 certified payment gateway. By saving a card in luō, you authorise luō to charge that card for parking sessions you initiate.

Parking charges are determined by the tariff schedule of each facility — luō displays these rates but does not set them
Payment is due at the end of each session before exit
Failed payments may result in your access being temporarily suspended until the balance is cleared
Refunds are subject to the policy of the specific parking facility and must be requested within 7 days by emailing hello@myluo.app

      Important: luō does not issue refunds for parking charges that were correctly applied per the facility's published tariff. Disputes about tariff rates must be raised with the facility operator.
    

6. Acceptable Use

You agree not to:

Use luō for any unlawful purpose or in violation of South African law
Attempt to reverse-engineer, decompile, or tamper with the app
Register plates that do not belong to you
Share your account credentials with others
Use automated tools or bots to interact with the luō API
Attempt to manipulate parking sessions, tariffs, or payments

7. Service Availability

luō depends on third-party infrastructure including Crestpac hardware, Supabase, Paystack, and Microsoft Azure. We strive for high availability but cannot guarantee uninterrupted service. We are not liable for service disruptions caused by third-party providers, network outages, or circumstances beyond our control.

8. Limitation of Liability

To the maximum extent permitted by South African law, luō and its operators are not liable for:

Physical damage to your vehicle while parked at a facility
Loss or theft of property from your vehicle
LPR failures that require manual gate operation
Overcharging by a parking facility
Indirect, incidental, or consequential damages arising from use of the app

Our total liability for any claim related to luō is limited to the amount you paid for the specific parking session giving rise to the claim.

9. Intellectual Property

All content, branding, design, and code within the luō app and website are the intellectual property of luō and its licensors. You may not copy, reproduce, or distribute any part of luō without written permission.

10. Privacy

Your use of luō is also governed by our Privacy Policy, which explains how we collect and protect your personal information in accordance with POPIA.

11. Changes to These Terms

We may update these Terms from time to time. When material changes are made, we will update the "Last updated" date and, where appropriate, notify you via the app or email. Continued use of luō after changes take effect constitutes acceptance of the revised Terms.

12. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any disputes will be subject to the exclusive jurisdiction of the South African courts.

13. Termination

We may suspend or terminate your account at any time if you violate these Terms. You may close your account at any time by emailing hello@myluo.app. Outstanding parking balances must be settled before account closure.