Last Modified: 26 February 2025

 

This Lalamove Delivery Partner Terms of Use (“Terms of Use”) governs the access or use by you (the “Delivery Partner”) of the information service platform (“Platform”) through our mobile applications, website applications (together “Applications”) or websites to receive services made available by LALAMOVE EXPRESS MANAGEMENT TRANSPORT THROUGH ONLINE PLATFORM L.L.C, duly registered in Dubai bearing registered No: 1470201 with its registered office at AL Yalayis Governmental Transaction Center or its parent M/s EASY MOBILE LOGISTICS HONG KONG LIMITED, a company incorporated in Hong Kong with its registered office at Units 401-412, 4/F., Innocentre, 72 Tat Chee Avenue, Kowloon Tong, Kowloon, Hong Kong (“Lalamove”). 

 

Please make sure to carefully read through these Terms of Use whether stated or otherwise referenced herein before accessing or using the Platform. This Terms of Use is a binding legal agreement setting forth the rights and obligations between Lalamove and you, the Delivery Partner.

 

By accessing or using the Platform, you hereby expressly affirm that:

• you have read and understand these Terms of Use;

• you will comply with these Terms of Use;

• you are at least the age of legal majority in your place of residence and otherwise legally competent to enter into contracts; and

• you have the authority to enter into these Terms of Use personally and, if applicable, on behalf of any organization on whose behalf you have enrolled for use of the Platform and to bind such organization to these Terms of Use.

IF YOU DO NOT AGREE TO ANY OF THESE TERMS OF USE, PLEASE DO NOT ACCESS OR USE THE PLATFORM. PLEASE READ CAREFULLY “DISCLAIMER” AND “INDEMNIFICATION”. THESE PROVISIONS LIMIT OUR LIABILITY TO YOU.

In these Terms of Use, “Applicable Law” means applicable Dubai, United Arab Emirates laws, rules, and regulations governing payments and all services provided hereunder, including: any and all foreign laws, treaties, rules, regulations, regulatory guidance, directives, policies, orders or determinations of (or agreements with), and mandatory written direction from (or agreements with) any regulatory authority, as each of the foregoing may be amended and in effect from time to time.

Lalamove reserves the right to change these Terms of Use from time to time. If we make changes, we will notify you by revising the date at the top of the Terms of Use and, in some cases, we will provide you with additional notice (such as adding a statement to our homepage or sending you an email notification). We encourage you to review these Terms of Use periodically to stay informed about our practices. Whenever we make changes to these Terms of Use, they are effective when the revised Terms of Use are posted unless we notify you otherwise. If you continue to use the Platform after the revised Terms of Use have been posted, then you will be deemed to have accepted the changes to these Terms of Use. 

 

1. Our Services

The services provided by Lalamove (“Services”) are meant to connect the demanders of transportation and/or logistic services (including but not limited to small businesses, commercial customers and individual customers, collectively “Users”) and you, i.e., Delivery Partner(s) who provide transportation and/or logistic services (“Shipment Delivery”) through the Platform. You acknowledge and agree that Lalamove only provides you and Users with neutral, independent third-party information matching services. The Shipment Delivery provided by Delivery Partner(s) shall not be deemed to be provided by Lalamove. Lalamove is not responsible for the acts and/or omissions of any Delivery Partner(s), and any liability in relation to the Shipment Delivery shall be borne by Delivery Partner(s).

 

You affirm that your relationship with Lalamove is independent, not employer and employee relationship. The Delivery Partner expressly acknowledges and agrees that these Terms create an independent contractor relationship. Nothing in these Terms shall be construed to create an employment relationship under UAE law.

 

The Delivery Partner represents and warrants that they:

a) Hold a valid UAE residence visa with appropriate work authorization;

b) If required by applicable UAE regulations, maintain a valid trade license for delivery services;

c) Are solely responsible for compliance with all UAE immigration and labor laws;

d) Shall immediately notify Lalamove of any change in their visa or work authorization status. Additionally, no joint venture, partnership, employment, or agency relationship exists between Delivery Partners and Lalamove as a result of this Terms of Use or use of the Platform. Even if a Delivery Partner chooses on their own to wear a uniform or use Lalamove signage, sticker or identification badge, Delivery Partner agrees that such a decision is of its own accord, is not required by Lalamove and Delivery Partner acknowledges that use of any signage, sticker or identification badge does not lead to an inference of being an employee.

 

The Services are provided through the Lalamove Platform and may involve access to services and content (including advertising) of third parties not controlled by Lalamove. Delivery Partner acknowledges that separate terms of use and privacy policies may govern the use of third-party services and content accessed through the Lalamove Platform and that such terms and policies will be made available to Delivery Partner from time to time. Lalamove does not endorse any third-party services or content. In no event shall Lalamove, or any of their respective legal representatives, administrators, successors-in-interest, or permitted assigns, be held liable or responsible for any products or services provided by such third parties.

 

2. Use of the Software

While using the software provided by Lalamove (“Software”) you agree that:

• you are not permitted to rent, lease, sublicense, distribute or transfer copies of the Software or the license for the use of the Software to any third parties;

• you shall not probe, scan or test the vulnerability of the Platform or any network connected to the Platform nor breach the security or authentication measures on the Platform or any network connected to the Platform;

• you shall not modify, adapt, reverse engineer, decompile, disassemble, translate the Software or create derivative works based on the Software;

• you shall not interrupt the normal operation of the Software, or use any methods to export or modify the source code of the Software;

• you shall not upload or send out any kinds of computer viruses, worms, trojans, or malicious codes;

• you shall not install and/or execute the Software on any device other than the mobile device running the operating systems approved by Lalamove; and

• other than the license to use the Software granted hereof, no other license or right is hereby granted to you and the ownership of the Software and all other rights are hereby expressly reserved by Lalamove and its suppliers.

• You shall not attempt to:

  • gain unauthorized access to; or

  • disrupt, interfere with, or impair the functionality of, the Services or any related systems or networks.

 

3. Delivery Partner Account

In order for you to use the Services, you are required to register for a delivery partner account (“Delivery Partner Account”) with Lalamove. Once your registration is successfully completed with Lalamove, you will be provided with a Delivery Partner Account, accessible with a password of your choice.

 

While registration, you are obligated to provide your personal information, such as your valid ID card (Emirates ID or Passport) and name, photo, contact information , Vehicle information such as Vehicle Ownership documents, Driving License and applicable approvals from RTA, directly or indirectly in accordance with Lalamove’s Privacy Policy. 

 

You agree that the details entered and maintained by you are accurate, complete and valid. Lalamove is not liable for false, incomplete, old or incorrect registration information provided by you. Your failure to enter or maintain accurate, complete, and valid information may result in your inability to access and use the Services. You are solely responsible for all activity that occurs under your Delivery Partner Account. Lalamove is entitled to verify the information that you have provided at all times and refuse the use of the Services without providing reasons and prior notice. You are responsible for acquiring and updating compatible hardware or devices necessary to access and use the Services. Lalamove does not guarantee that the Services, or any portion thereof, will function on any particular hardware or devices. Lalamove reserves the right to terminate the use of the Services should you be using the Service in an incompatible or unauthorized device or that the security of your Delivery Partner Account has been compromised in any way or for any reason we may find just. 

While using the Services you agree that: 

• you shall only access the Services using means explicitly authorized by Lalamove;

• the Platform and Services provided will solely be used by you, for your personal use and will not be resold to any third party;

• you will not authorise others to use your Delivery Partner Account without prior written consent of Lalamove; 

• you are only allowed to open a single Delivery Partner Account;

• transferring of your Delivery Partner Account to any other person or legal entity is not permitted;

• you cannot use an account that is subject to any rights of a person other than you without appropriate authorisation;

• the Services cannot be used for unlawful purposes, including but not limited to

  • (i) violation of Applicable Law;

  • (ii) storing or sending any unlawful material;

  • (iii) sharing of sensitive religious or personal information of others, without their consent

  • (iv) causing intentional harm, nuisance, inconvenience or annoyance;

  • (v) impairing or harming the proper operation of the Services;

  • (vi) exhibiting the tenor of impersonating another person; or

  • (vii) copying or distributing the Services without the permission of Lalamove;

• your password or any identification credentials that Lalamove provides to you should be secure and confidential;

• proof of identity or other documentations needs to be submitted immediately if requested by Lalamove;

• compliance with all the Applicable Law is a must while using the Services;

• you shall not use any "deep-link", "page-scrape", "robot", "spider" or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Platform or any content, or in any way reproduce or circumvent the navigational structure or presentation of the Platform or any content, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the Platform. Lalamove reserves the right to bar any such activity;

• you shall not attempt to interfere with, compromise the system integrity or security or decipher any transmissions to or from the servers running the Platform;

• you shall not collect or harvest any personally identifiable information, including account names, from the Platform; and

• you shall not engage in threatening, harassing, discriminatory (based on race, gender, age, disability, or any other protected classification) or any other behaviour that Lalamove deems inappropriate when using the Services.

 

4. Delivery Partner Warranties and Representations 

You, as the Delivery Partner, hereby irrevocably makes the following warranties and representations:

• After obtaining the information of Users and shipments, Delivery Partner shall verify such information by itself. Delivery Partner shall make the decision whether to accept and provide the Shipment Delivery at its own discretion after properly verifying the information obtained;

• Delivery Partner understands and agrees that it is responsible for complying with all delivery schedules established between it and User. Delivery Partner shall make all reasonable efforts to deliver the shipment according to the respective delivery schedules established with User;

• You shall be solely responsible for any and all claims, judgments and liabilities resulting from any accident, loss or damage including, but not limited to, personal injuries, death, total loss and property damage which is due to or is alleged to be a result of the Shipment Delivery provided by you;

• You shall be responsible for the contents of all shipments and all damage or loss to shipments upon taking delivery. Delivery Partner shall take all reasonable precautions to prevent unauthorized persons from having access to the shipment and shall also take all reasonable precautions against loss of or damage to the shipment;

• You shall, at all times while you are providing Shipment Delivery, hold a valid trade license with valid driver’s licence of UAE and all other required licences, permits, registrations, approvals and/or authorities required to provide Shipment Delivery within the jurisdiction in which you have been registered by Lalamove to provide Shipment Delivery. In order for Lalamove to comply with any obligations applicable to it, you will, upon request by Lalamove, provide copies in the form required by us of all required licences, permits, registrations, approvals and/or authorities as requested from time to time;

• Aside from the Platform, you shall be responsible for providing all of the equipment necessary to perform the Shipment Delivery. You shall hold title or otherwise has sufficient rights in the equipment you will use to provide Shipment Delivery. Delivery Partner is solely responsible for maintaining all such equipment and ensuring such equipment complies with all legal, safety and quality standards. Except as otherwise required by Applicable Laws, Delivery Partner assumes all risk of damage or loss to its equipment;

• With the exception of walker service, you shall not use a vehicle other than your registered vehicle to provide Shipment Delivery to Users which must at all times meet all applicable vehicle standards as updated from time to time, including possessing the relevant roadworthiness certification in your jurisdiction. You shall use vehicles in good operating condition and compliant with all Applicable Laws. You shall keep records of all vehicle registrations and inspections and shall provide the latest version of such records upon request;

• You shall at all times comply, at your expense, with your legal obligations in respect of insurance (including but not limited to compulsory third party motor vehicle insurance for any vehicle used to provide Shipment Delivery (if applicable)) and maintain, at your expense, such other policies as someone providing Shipment Delivery would prudently maintain as well as any other minimum insurance cover which Lalamove requests you to hold including but not limited to a valid third party motor vehicle insurance policy with provisions to cover commercial usage of the vehicle, and a general liability insurance policy at levels which satisfy:

  • the minimum requirements that apply to the operation of goods delivery vehicles on public roads in the jurisdiction in which you are registered to provide Shipment Delivery;

  • the provision of Shipment Delivery and any other services contemplated by these Terms of Use; and

  • any other minimum standards imposed by Lalamove (as notified by Lalamove from time to time).

In order for Lalamove to confirm your ongoing compliance with these requirements, you will, upon request by Lalamove, provide copies of any relevant insurance policies and insurance certificates of currency and or other equivalent proof of insurance. If, at any time, you cease to hold a required insurance policy, you must immediately notify Lalamove of this change in your circumstances and cease providing Shipment Delivery;

• You shall obey all Applicable Laws related to Shipment Delivery and will be solely responsible for any violations of such Applicable Laws. You shall not accept any requests where the nature of delivery is solely the movement of passengers;

• During the course of your work, you shall follow and comply with the following guidelines (“Lalamove Delivery Guidelines”)

Community Guidelines

• Delivery Partners shall have sole responsibility to familiarize themselves with Lalamove Delivery Guidelines as amended from time to time. Unless otherwise set out in the Lalamove Delivery Guidelines and this Terms of Use, any conducts against Lalamove Delivery Guidelines will constitute a breach of this Terms of Use, giving Lalamove the right to temporarily lock or permanently deactivate your Delivery Partner Account.

• Delivery Partner acknowledges that during the course of its work, it may gain knowledge of third parties’ and/or User’s confidential, proprietary, trade secret, protected health, and/or personally identifiable information (“Confidential Information”).  This information includes, but is not limited to, information about User, User’s business and the contents of shipments, User’s address, User’s contact information, delivery address, payment information, payment methods, credit card information, financial accounts, demographic information, business address, information regarding User’s partners, associates, customers, and similar information regarding the delivery recipient. Delivery Partner agrees that it will maintain the confidentiality of all such Confidential Information and not disclose it to any other person, except as required to carry out Shipment Delivery or as required by law and further agree that they shall always be in compliant with the Federal Decree -Law No. 45 of 2021, personal data protection law of UAE. Unauthorized disclosure of such Confidential Information will constitute a material breach of this Terms of Use, giving Lalamove the right to temporarily lock or permanently deactivate your Delivery Partner Account.

• Delivery Partner agrees to comply with all applicable federal, and local laws, rules, and regulations, including but not limited to, all applicable transportation laws and regulations, when using the Services. The Delivery Partner  shall only use the Services for lawful purposes and shall not use the Services for the transport of any unlawful or hazardous materials. The Delivery Partner   shall not, in the use of the Services, cause any nuisance, annoyance, inconvenience, or property damage to the Third Party Provider, any other party, or any property.

• The Delivery Partner shall comply with:

  • a) UAE Federal Traffic Laws and RTA regulations;

  • b) Municipality regulations regarding delivery services;

  • c) UAE Consumer Protection Law;

  • d) UAE Food Safety regulations (where applicable);

  • e) UAE Electronic Commerce Law;

  • f) All applicable Lalamove policies and guidelines.

• If Delivery Partner fails to comply with any of the above warranties and representations, Lalamove shall have the right to immediately temporarily lock or permanently deactivate your Delivery Partner Account. Delivery Partner shall bear all damages or losses arising therefrom. Delivery Partner shall also compensate for all losses suffered by Lalamove, its affiliates, its partners and/or any other third party due to Delivery Partner's failure to comply with the above warranties and representations.

 

5. Payment

Delivery Partner acknowledges that Users – not Lalamove - are responsible for paying all charges and fees associated with the shipment. Once the User and the Delivery Partner have verified that the shipments are completed, the User’s payment account will be charged. Lalamove reserves the right to change its prices charged at any time, at its discretion.  Delivery Partner acknowledges and agrees that any payment received by Lalamove is due to the information service provided by the Platform.

Lalamove retains the right to suspend the processing of any transaction where it reasonably believes that the transaction may be fraudulent, illegal or involves any criminal activity or where you and/or the User have breached any of the terms in this Terms of Use. In such an event, you shall not hold Lalamove liable for any withholding of, delay in, suspension, forfeiture or cancellation of, any payment(s) to you.

Lalamove shall administer payments to you and from you through a wallet system. Your Delivery Partner wallet balance can be withdrawn by you to your designated bank account. Lalamove reserves the right to make relevant deductions from your wallet balance based on our Terms of Use, Lalamove Delivery Guidelines, as authorised by you or as notified to you via our Platform.

Lalamove reserves the sole and exclusive right to determine, modify, and remove charges for any and all services or goods obtained through the use of the Services at any time. The Delivery Partner acknowledges and agrees that charges may vary significantly based on geographical location and may increase substantially during periods of high demand. 

The Delivery Partner is solely responsible for all charges incurred under their Account, regardless of their prior knowledge or awareness of the specific charges or their amounts. Lalamove shall use commercially reasonable efforts to inform the Delivery Partner of applicable charges. However, such efforts do not relieve the Delivery Partner of their responsibility for any charges incurred.

 

As a Delivery Partner, depending on the services requested by our Users, you may be eligible to receive a combination of the fees stated below:

Fares:

• Base fares - This consists of the distance fare incurred during Shipment Delivery.

• Order subsidies - This consists of the subsidies paid by Lalamove and is included as part of the basic fare, subsidies not limited to peak demand subsidies.

• Lala Coupon - This consists of the amount of promotion applied to a particular order.  Promotions are typically given to Users and subsidised by Lalamove.

Fees and other charges

• Priority Fee - This relates to the additional fees a User has committed to pay prior to the Shipment Delivery with an objective to encourage speedy fulfilment.

• Waiting Fee - This relates to the additional fees imposed to a particular order where Deliver Partners were requested by User to wait for goods receival or goods deliveries.

• High demand surcharge - This relates to the additional fees imposed to a particular order to encourage Shipment Delivery under super peak hours.  Lalamove retains the discretion to define super peak hours based on operational needs.

• Toll fees - This refers to the tunnel and toll charges you have incurred during Shipment Delivery.  This shall be claimed on an actual cost basis and shall be mutually agreed on with the User.

• Order charges - This relates to other fees and surcharges in relation to the value-added services requested by the User.  This category includes items, but not limited to, moving fees, purchase service surcharges etc.

Lalamove initiatives

• Sticker retainers - This relates to the amount Lalamove pays you in return of you agreeing to affix our branded stickers onto your vehicle. Sticker dimensions, design and position on vehicle is to be determined by Lalamove.  You further agree that you will co-operate with Lalamove's sticker retention check when requested.  Failure to comply may lead to sticker retainers being forfeited.

  Driver-refer-user campaign - This is a campaign where you will receive monetary rewards after successful referrals of first-time users into the Lalamove platform.  You will be issued a unique promotion code if you opt into this campaign, where you will be encouraged to distribute this code to 3rd parties.  In the event where there was an eligible event triggered by your unique promotional code, you will be rewarded as per the rates defined by Lalamove.

• This payment structure constitutes full and complete compensation to the Delivery Partner for all services or goods rendered. Lalamove expressly disclaims any portion of the Client's payment as constituting a tip or gratuity to the Delivery Partner.

• Any representations made by Lalamove, whether on its websites, marketing materials, or any other platform, regarding the voluntary nature of tipping, the absence of a tipping requirement, or the inclusion of tips within the Client's payment, shall not be construed as an implication that Lalamove provides any additional compensation or remuneration to the Delivery Partner beyond the amounts expressly stated or agreed.

 

6. Communication  

By creating a Delivery Partner Account, you electronically agree to accept and receive communications from Lalamove including via email, text message, calls, and push notifications to the mobile device or cellphone number you provide to Lalamove. You understand and agree that you may receive communications generated by automatic telephone dialing systems and/or which will deliver prerecorded messages sent by or on behalf of Lalamove, its affiliated companies and/or third-party contractors, including but not limited to communications concerning orders accepted through your registration with respect to the Services. You may opt-out by changing your notification preferences. Please note that opting out may impact your use of the Services.

 

7. Promotions

For the mutual benefit of both Lalamove and all Delivery Partners including you, from time to time, Lalamove on your behalf may offer promotions to some or all Users that may have the effect of Users paying you a lower amount than would otherwise have been the case, and where a promotion applies, you agree to provide Shipment Delivery to the Users at the lower amount. Where a promotion applies and where applicable Lalamove will reduce the value of its fees by an amount equal to the value of the promotions.

8. Other Third Party Interactions

While using or accessing the Platform, you may enter into correspondence with, purchase goods and/or services from, or participate in promotions of third party service providers, advertisers or sponsors showing their goods and/or services through the Platform. Any such activity, and any terms, conditions, warranties or representations associated with such activity, is solely between you and the applicable third-party. Lalamove and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third-party. Lalamove has no responsibility or liability arising from any agreements between you and such third party providers.

9. Intellectual Property Rights

Lalamove alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Platform and the Services. These Terms of Use do not constitute a sale and do not convey to you any rights of ownership in or related to the Platform and the Services, or any intellectual property rights owned by Lalamove. Company names, logos, and the product names associated with the Platform and the Services are trademarks and/or intellectual property of Lalamove or third parties, and no right or license is granted to use them. You agree that you will not remove, alter or obscure any copyright, trademark, service mark or other proprietary rights notices incorporated in or accompanying the Platform and the Services. 

By providing content, information or materials (“Delivery Partner Content”) to Lalamove, you grant Lalamove a worldwide, perpetual, irrevocable, transferrable, royalty-free license, with the right to sublicense, to use, copy, modify, create derivative works of, distribute, publicly display, publicly perform, and otherwise exploit in any manner such Delivery Partner Content in all formats and distribution channels now known or hereafter devised, without further notice to or consent from you, and without the requirement of payment to you or any other person or entity. 

You acknowledge that Lalamove only acts as a passive channel for the distribution of the Delivery Partner Content and is not responsible or liable to you or to any third party for the content or accuracy of the Delivery Partner Content. Lalamove shall not be continuously monitoring Delivery Partner Content published by you, nor shall Lalamove be under an obligation to do so. Without limiting the foregoing, you acknowledge and agree that any remarks, opinions, comments, suggestions and other information expressed or included in the Delivery Partner Content do not necessarily represent those of Lalamove.

 

Any use by you of the Delivery Partner Content is entirely at your own risk. You represent and warrant that any Delivery Partner Content posted or transmitted by you is original to you and does not copy the work of any third party or otherwise infringe any third party intellectual property rights, rights of privacy or personality rights and does not contain any defamatory or disparaging statements. Furthermore, you represent and warrant that you have the capacity to grant the license as stipulated in this paragraph.

You agree to indemnify and keep Lalamove, its affiliates and licensors indemnified against all costs, expenses, damages, losses and liabilities incurred or suffered by Lalamove or its affiliated companies related to any Delivery Partner Content posted or transmitted by you or your other use of the website, the Service or the Platform.

 

Lalamove reserves the right at its sole discretion to block or remove (in whole or in part) any Delivery Partner Content posted or transmitted by you and which Lalamove believes is not in accordance with these Terms of Use (including materials which infringe or may infringe third party intellectual property rights, rights of privacy or personality rights), or is otherwise unacceptable to us. 

Lalamove respects your rights to your ideas, please do not submit any confidential ideas, information, or suggestions in any form to Lalamove or any of its affiliates. For any ideas, information, or suggestions you do submit, regardless of what your communication regarding your submissions says, you understand that your submissions are voluntary and the following terms shall apply to your submissions:

(i) your submissions and their contents will automatically become the property of Lalamove, without any compensation to you;

(ii) Lalamove has no obligation to review your submissions;

(iii) Lalamove may implement and distribute any portion of your submissions and their contents for any purpose in any way, without any compensation to you; and

(iv) Lalamove has no obligation to keep your submissions confidential. 

 

You may use information on the Platform purposely made available by Lalamove for downloading from the Platform, provided that you: 

• do not remove any proprietary notice language in all copies of such documents and make no modifications to the information; 

• use such information only for your personal, non-commercial informational purpose and do not copy or post such information on any networked computer or broadcast it in any media; and

• do not make any additional representations or warranties relating to such information.

 

10. Indemnification

Delivery Partner acknowledges that Delivery Partner is responsible for all shipments and all Shipment Delivery while transporting shipments.  Delivery Partner agrees Lalamove has no control or responsibility over shipments or Shipment Delivery and only has control or responsibility for the functioning of the Platform. Delivery Partner agrees that Lalamove will not be responsible or liable for any actions, wrongdoing, losses or damages suffered by the Delivery Partner, except if such action is willful breach of this Terms of Use or gross negligence. 

Delivery Partner agrees to defend, indemnify and hold harmless Lalamove, as well as its past and present successors, assigns, affiliates, officers, owners, employees, and agents (“Lalamove Indemnitee”) from any and all losses, actual or threatened suits, actions, proceedings (at law or in equity), claims, damages, claims for payment, deficiencies, fines, judgments, settlements, liabilities, costs, and expenses (including reasonable attorneys' fees, costs, penalties, interest, and disbursements) arising from or incurred in connection with claims asserted by a third party against a Lalamove Indemnitee arising directly or indirectly from, or as a result of or in connection with, Delivery Partner’s 

(i) breach of this Terms of Use;

(ii) conduct with respect to the Platform, Services, and/or Shipment Delivery;

(iii) violation or alleged violation of any law or the rights of any third party, including, without limitation, other Delivery Partners, Users, drivers, employees, subcontractors, assigns, and pedestrians;

(iv) disclosure of “Confidential Information”;

(v) ownership, use or operation of any vehicle used in the Shipment Delivery;

(vi) failure to have proper insurance, licenses, permits or authorizations;

(vii) any damages or losses as a result of Delivery Partner’s work and/or conduct, and/or Delivery Partner’s work with third parties and/or Users, including, but not limited to, damages to shipments;

(viii) wrongdoing, violation of policy, violation of law or other misconduct and

(ix) failure or alleged failure to pay all required taxes, withholding, insurance contributions or premiums. Under Delivery Partner’s duty to defend, Lalamove shall be entitled to use its own counsel. 

 

Delivery Partner agrees to perform Shipment Delivery in compliance with all Applicable Laws and shall defend, indemnify and hold harmless Lalamove for any violation or alleged violation by Delivery Partner of any such laws. Lalamove reserves the right to lock-out, suspend or terminate access to the Platform for a Delivery Partner for any violations of this Terms of Use or any other conduct deemed inappropriate by Lalamove. In the unlikely event Delivery Partner’s status as an independent contractor is challenged and Delivery Partner is determined by a court, agency or arbitrator not to be an independent contractor, Delivery Partner agrees to defend, indemnify and hold harmless Lalamove from all costs, penalties, back taxes, damages and attorney’s fees associated with such a determination. Under Delivery Partner’s duty to defend, Lalamove shall be entitled to use its own counsel.  

 

Delivery Partner further agrees and acknowledges that it will not and cannot hold Lalamove liable for any issues beyond Lalamove’s direct control, including any acts of god, loss of power, disruption of power, shutdown or technical difficulties with the Platform, system maintenance, failure of other cellular reception, failure of other service providers, cancelation of services by other third-parties, pandemic, epidemics, outbreaks, the COVID 19 pandemic, strikes, labor disputes, civil disturbances, hostilities, war, natural disasters, flood, fire, sabotage, accident, loss or destruction of property, intervention by governmental entities, change in laws, regulations or orders, or other events or circumstances or causes beyond Lalamove’s direct control.

11. Disclaimers

The Services are provided "as is" and "as available." Lalamove makes no representation, warranty, or guarantee regarding the reliability, timeliness, quality, suitability, or availability of the Services or any Services requested through the use of the Services, or that the Services will be uninterrupted or error-free.

Lalamove does not guarantee the quality, suitability, safety or ability of third party providers. You agree that the entire risk arising out of your use of the Services, and any service or good requested in connection therewith, remains solely with you, to the maximum extent permitted under Applicable Law.

Lalamove does not control, manage or direct any third party providers. Third party providers are not actual agents, apparent agents, ostensible agents, or employees of Lalamove.

Lalamove does not control, endorse or take responsibility for any Delivery Partner Content or third party content available on or linked to by the Services. Lalamove cannot and does not represent or warrant that the services or servers are free of viruses or other harmful components.

12. Termination of Services

Lalamove also may stop providing the Services at any time, or create limits on use of the Services, whether specifically to Delivery Partner or generally.  Termination will not limit any of Lalamove’s other rights or remedies.  The provisions of this Terms of Use shall survive any termination of services.  Nothing in this provision provides Lalamove the right to terminate Delivery Partner’s ability to contact Users on its own and to provide Shipment Deliveries to Users, only the right to terminate Delivery Partner’s use of the Platform.  

 

13. Severability

Any provision of this Terms of Use which is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction and the application to such facts and circumstances, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof or the application thereof to other facts and circumstances, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render unenforceable such provision in any other jurisdiction.  

14. No Waiver

The failure of Lalamove or Delivery Partner in any instance to insist upon a strict performance of the terms of this Terms of Use or to exercise any option herein, shall not be construed as a waiver or relinquishment of such term or option and such term or option shall continue in full force and effect. 

15. Governing Law

Except as otherwise set forth in these Terms of Use, these Terms of Use shall be exclusively governed by and construed in accordance with the laws of the Emirate of Dubai, United Arab Emirates. Any dispute, controversy or claim arising out of or relating to these Terms of Use or the breach, termination or invalidity thereof shall be referred to courts in Dubai.      

 

16. Successors

These Terms of Use, and any rights and licenses granted hereunder, may not be transferred or assigned by you, but may be assigned by Lalamove without restriction. Any attempted transfer or assignment in violation hereof shall be null and void. These Terms of Use binds and inures to the benefit of each party and the party’s successors and permitted assigns. 

17. Captions

Captions appearing in this Terms of Use are for convenience only and do not in any way limit, amplify, modify or otherwise affect the terms and provisions of this Terms of Use.

18. Language Versions 

In case of any discrepancy between the English version and any regional language version, the English version prevails.

Lalamove Community Guidelines were developed to enable a great experience for users, drivers, walkers, riders, merchants and businesses of the Lalamove app, the API and Lalamove Plus (collectively referred to as “Lalamove Platform”), and for them to feel safe and respected, while ensuring service quality.

 

Our guidelines apply to everyone who uses the Lalamove Platform including, but not limited to, users, drivers, walkers, riders, merchants and businesses. It is also applicable for all the interactions anyone may have with the Lalamove employees and contractors, available through online support systems or over the phone.

 

In addition, in some instances, our guidelines apply to conduct outside of the Lalamove Platform that we become aware and have knowledge of, including, but not limited to, information received from other platforms, especially when such conduct may threaten the safety of the Lalamove Platform.

 

We warmly invite you to join us to support and provide a welcoming environment for everyone on the Lalamove Platform.

 

Our guidelines below will explain some of the positive community engagement on the Lalamove Platform, as well as the behaviors or circumstances that may cause your experience on the Lalamove Platform being affected. Lalamove reserves full right to change or modify or in any way update our guidelines (including our policies which are incorporated into our guidelines) at any time. You are strongly recommended to read our guidelines regularly. The following guidelines which we will update regularly provide the basis for behavior we expect from all those in the Lalamove community. Our guidelines are periodically reviewed and updated.

 

Understanding our guidelines are important. Not following any of our standards may be considered a material violation of the Terms and Conditions, and may result in your experience on the Lalamove Platform being affected, including a loss of access to the Lalamove Platform and/ or other consequences where applicable.

 

Guidelines for all of us

Everyone who uses the Lalamove Platform shall adhere to Lalamove’s Community Guidelines as follows.

 

1. Respect

Our community is rich in diversity, and you'll have the opportunity to connect with people of different backgrounds and beliefs. Fostering positive communication and service during every experience is our main objective in our guidelines and policies. 

 

2. Follow the law

We expect everyone who uses the Lalamove Platform to do their part to strictly adhere to relevant laws and regulations wherever applicable.

 

3. Feedback

We value your feedback, thoughts, and concerns and welcome your comments, provided they are expressed in a way that is respectful to us and our community. Our team is continually improving our guidelines and policies, and your feedback is important to help us to take appropriate action to keep our guidelines relevant to your experience on the Lalamove Platform.

 

4. Respect

Everyone in the Lalamove community shall behave like one would want to be treated—with respect, courtesy, and compassion. The approach you take while using the Lalamove Platform can leave an impact. That is why courtesy matters and why you are expected to exercise good judgement and behave decently towards other people when using the Lalamove Platform and interacting with others in the Lalamove community—just as you would in any public place.

Late deliveries are a problem for both the recipient and the sender, therefore always try to be on time to pick up or drop off your delivery. As safety is our top priority, you should always drive carefully within the speed limit and adhere to local traffic rules. You are strictly prohibited from contacting recipient or sender after the trip for any personal reasons. Even in a dispute, do not take matters into your own hands by yelling, using abusive language or slamming doors.

 

5. Physical Force or Injury, Coercion, Threats and Misconduct

You are strictly forbidden from committing any form of sexual offence. You should never involve in any sexual assault and misconduct related to sexual conduct or behavior at all times.

Do not touch anyone you just met while using the Lalamove Platform unnecessarily. However, there are exceptions that are permitted for people needing or requesting physical assistance for the parcel to be delivered. Any kind of physical force is strictly prohibited.

Respecting personal space and privacy is something we all cherish. Having a casual talk would be fine as long the other party is comfortable chatting with you. Do not inquire about other people's personal lives or pass judgement on their appearance.

The following list provides examples of inappropriate conduct; however it is important to note that they are not exhaustive, sexual assault and misconduct can include any conduct. These may seem stricter than other platforms but that is because we want to keep you as safe as possible when you use the Lalamove Platform.

• Do not ask personal questions as personal questions and infringing into personal space are generally deemed inappropriate (for example, about relationship status, monetary or sexual orientation)

• Bear in mind that harassment differs according to societal, religious and personal norms — for example commenting on appearance may be offensive to others. This includes both derogatory or “complimentary” comment

• Do not make explicit comments, swear words or gestures as non-verbal gestures may constitute sexual harassment if the behavior is sexual in nature and make others uncomfortable (for example, slurs, or graphic or suggestive messages). It is also a crime in the UAE, whether these are made orally or through digital /information technology means..

• Do not flirt with or stare at, comment on anyone, especially women (for instance, non-verbal, being frisky, or being in too close proximity)

• Displaying indecent material is not permitted (for example, sexually suggestive objects or pictures)

• We strongly advise you to respect the privacy and personal space of other users. Texting or calling recipient or sender outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection

• Content that is pornographic, sexually explicit, or involves sexual violence or assault should not be shown

• Avoid violent and aggressive behaviour at all times as Lalamove does not condone any form of violence or aggression. Everyone must not engage in aggressive behaviour, such as arguing verbally, using obscenity or innuendo, or making threats or physical violence.

• Do not take photos of Government offices, military buildings, palaces, airplanes or of other people, without explicit permission.

• Do not stop at an accident site or move a person who was a victim of an accident unless there is no way for any help to reach them. Do not take photos of accidents, untoward incidences involving people since it would be deemed as invasion of privacy.

• Do not litter (spitting, throwing trash outside, peeing) any place.

 

6. Threatening and rude behavior

Angry or rude outbursts, aggressive or harassing behaviour are strictly prohibited. Avoid using abusive language, swear words or making gestures particularly lewd gestures including showing the middle finger, which condones any form of violence, aggression, disrespectful and inappropriate. Do not share graphic images (sexually explicit or depict physical violence) with others in the Lalamove community; this includes sharing or distributing such images through Lalamove’s online support systems or in connection with a Lalamove Platform experience. While you might have different ideas or perceptions on topics such as religious belief and political choice, it may be a good idea to stay away from getting involved in such topics which can potentially be divisive. Everyone must not show any aggressive or rude behaviour, including getting into verbal disputes or vulgarity or making threats or physical assault. In the event of the situation getting out of hand, never take matters into your own hands or escalate the tensions (i.e. harasses or make threats whether the ride is ongoing or has ended). Always opt to notify the Lalamove Platform as soon as feasible if a problem arises. We intend to serve all parties fairly and will take appropriate measures.

 

7. Post-trip contact

Users, drivers and walkers should maintain valid and effective communication methods to facilitate smooth delivery. Any contact and communication should end once the trip or delivery is completed unless it’s to return a lost item or with mutual consent. Contacting or stalking users after delivery is completed for any reasons online or offline is a form of infringement of personal space and privacy, and you could be subject to legal consequences including but not limited to criminal liability. Lalamove will not be responsible or share any responsibility for your action., For any return or lost item, the user can contact Lalamove via apps. Unwanted contact, such as texting, calling, social media communication, visiting, or attempting to visit someone in person after a trip or delivery has been completed, can be considered harassment. The safety and security of everyone matter to us, hence do not share any unnecessary contact information. Unauthorised disclosure of personal contacts or information or delivery details is strictly forbidden.

 

8. Discrimination

We work to make sure you always feel safe and welcome. We will not tolerate unlawful discrimination conduct or harassment of any kind, including toward the Lalamove Customer Service team and Driver Operations team. It is against the law to discriminate against someone because of:

• age

• color

• disability

• gender

• marital status

• national origin

• pregnancy and maternity

• race

• religion or belief

• sexual orientation

Discrimination can be seen in the following ways:

• You shall not refuse to provide services based on a person’s race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of action can lead to a loss of access to the Lalamove Platform. It is disrespectful to make derogatory or discriminatory remarks about a person or group whether or not the other party belongs to the group. Certain jurisdictions' laws may demand and/or permit the providing of services to and for the benefit of a specified group of people. Services that are needed or allowed by these laws and the relevant applicable terms are permissible under our guidelines in such jurisdictions.

• Discriminate on the basis of these traits or on the basis of a pick-up or delivery location are not tolerable. If you intentionally reject or cancel requests, or use features on the Lalamove Platform to cancel trips or delivery requests, solely for the purpose of avoiding a particular neighbourhood or the people or businesses in the neighbourhood, it can lead to a loss of access to the Lalamove Platform.

 

9. Safe Delivery

The user must take extra care to ensure there is packing and protection of the document/parcel before handling it to the driver or walker for the delivery service. This may include protecting your package from impact damage during delivery with bubble wrap or non-movable foam padding.

Users should avoid requesting delivery using a service type that does not fit the item volume or capacity limit. Drivers and walkers have the responsibility to ensure the fulfillment of the order would not exceed the vehicle weight or volume capacity and/or pose a safety risk.

During the delivery process, the driver or walker is not permitted to damage, open, or unwrap any parcels or documents. Any loss or damage of products (parcel/document) during delivery is the responsibility of the driver or the walker. Drivers and walkers should offer photographic confirmation of delivery whenever required, so that others on the Lalamove Platform can see it.

 

10. Creating a positive experience

When a user does not receive items or receives wrong items, it can lead to a bad and poor experience. Businesses should be careful to include the correct items in a Lalamove order.

High cancellation rates leave a negative experience for Lalamove Platform users.

Follow the requests of the order communicated through the Lalamove Platform wherever possible. If any deviation is necessary, please ensure communication is made to the user.

 

11. Safety

Our team is committed to working constantly to make your experience when using the Lalamove Platform to be safer. Safety of our users, drivers and walkers are of utmost importance to us.

We believe that everyone has a role to play in helping to achieve and promote a safer and friendlier experience. Thus we have standard requirements on account sharing, account holder age, and more.

 

• Account sharing

Only you are permitted to access an account registered in your name. Account sharing is not allowed. To use the Lalamove Platform, you must register and maintain an active account. Activities performed on your account are your liability. Do not let another person use your account, and you may not share your account, password or photo of yourself with anyone. Never share your personal information used in connection with your account to access the Lalamove Platform. You are responsible for maintaining your own confidentiality and you are responsible for all uses of your information, even if you do not authorize them. Security of your account is your responsibility.

Driver or walker must complete all parts of the delivery themselves—including any handling after the order is picked up from the user up until final delivery to the recipient—with no exception.

 

• People under legal age

If you are an individual, you must be at legal age or older to have an Lalamove account. Account holders are not permitted to request service for anyone under the legal age who will not be accompanied by the account holder or another adult during the ride or when submitting or collecting the delivery. These age restrictions apply unless our local guidelines, terms, or other policies change.

 

12. Vehicle information

Maintain the condition of your vehicle (including but not limited to any bikes, motorcycles, and scooters) in compliance with industry safety standards and local regulatory regulations of UAE including obtaining yearly RTA fitness clearance. Except for walkers, make sure you only use the vehicle that is registered with Lalamove and under an entity with a valid Trade License premitting transportation, logistics or delivery activities in UAE. To have a smooth and easy delivery, the Lalamove Platform gives users identifying information about drivers and walkers and their vehicles, which may include vehicle plate number, model, profile picture and name of the rider. It is your responsibility to update and resubmit your documents when they expire.

Only permitted vehicles must be used to accomplish trips and deliveries by drivers and walkers. At all times, you must have a valid national driver’s license and any other permits or trade license that the relevant authorities may require. You and your vehicle must also be covered with valid insurance as stipulated by local regulations and authority.

 

13. Proper maintenance and upkeep

Drivers and walkers are expected to keep their vehicles in good and safe working condition to use the Lalamove Platform. You cannot be safe no matter how well you drive unless your vehicle is in good working order. You should preserve the condition of your vehicle by having it properly serviced. If it is not, your vehicle may fail you at a crucial time.

Read your vehicle's owner's manual thoroughly to learn about the maintenance plan and requirements for your vehicle. Maintenance schedules differ greatly from one vehicle to the next.

Conduct a 360-Degree Vehicle Inspection regularly, including to check for correct tyre inflation, clean windows, headlights, and mirrors, fluid leaks, and windshield wiper blade wear as you go around the car. This simple practice will ensure a safe drive and will just take a few minutes of your time.

 

14. Seat belts

For safety and legal compliance, drivers and riders must not exceed the vehicle's seat belt capacity. Drivers must refuse a ride if there are more passengers than available seat belts. All occupants or users must comply with applicable seat belt laws. When seat belts are provided, we recommend that you always wear them, whether you are in the front or back seats, as it can be the most effective way to save lives and reduce injuries during a crash.

 

15. Helmets for bikes, motorcycles, and scooters

Find a helmet that fits well whether riding a bike, motorcycle, or scooter for your safety. These helmets will keep you safe and protected while riding if you follow the manufacturer's directions, which include fitting snugly under your chin and sitting low on your forehead. In addition, a helmet protects you from the environment you are riding in to protect your skull or head

 

16. Use of dashcams that record video and/or audio

Installing and using a dashcam are recommended, which can be used to record rides and provide evidence to Lalamove, law enforcement, or insurance companies in the event that something goes wrong on a ride to help determine cause or fault. Please be aware of the following:

• In certain circumstances and in some locations, local laws and regulations require a rider to provide consent for being recorded. Please review and check your local laws to understand your responsibilities and legal rights.

• Drivers may submit recordings to Lalamove at their own discretion. Lalamove will review submitted footage and take all necessary and appropriate action consistent with our guidelines and platform terms of use.

• Sharing or streaming personal data captured through your interaction with us, our user, our rider, in-vehicle audio and/or video recording during a ride (such as your image or voice or both, and its related metadata) on social media or in other digital or physical public locations is a violation of our guidelines and of the Law in UAE and may prompt further investigation by our safety team.

 

17. Stay alert, aware and awake while driving

Operating a motor vehicle while drowsy puts you and other drivers on the road in danger. You must do your share to keep yourself and others safe, which includes keeping your eyes on the road, staying well rested, avoiding operating for long hours, avoiding sleep-inducing medications or consuming alcoholic beverages, so you can react swiftly to any scenario.

 

18. Share the road

You must be aware of the importance of safety as a safe driver. Accidents can be significantly decreased or even avoided if you have a good understanding of defensive driving. Defensive driving is a type of driving that employs a variety of approaches and tactics in order to keep you safe and avoid difficulties caused by other road users.

Defensive driving entails:

• Keeping your pace under control

• Keeping an eye on the front and preparing for the unexpected

• Being alert and unaffected by distractions

• Being ready for a variety of other drivers' and pedestrians' actions and reactions

• Expect the other drivers to behave differently than you would normally

• Observing and respecting other motorists

• Keeping a safe distance between you and the vehicle in front of you

• Driving safely while taking into consideration (and/or adjusting for) weather and/or road conditions

• To prevent hitting the brakes in the middle of a bend, adjust your speed before approaching the bend

 

19. Public emergencies

Community emergency preparedness relies heavily on planning. Lalamove may take additional measures to try to alleviate and preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies, strike and public crisis situations.

For instance, if Lalamove receives notice from a government authority that anyone at all using the Lalamove Platform may present a potential harm to the public at large, we may temporarily suspend the individual’s access until and unless it is reasonably safe to allow the individual to resume using the Lalamove Platform. Similarly, we may prevent individuals in an entire city or region from using part or all of the Lalamove Platform or impose other requirements to comply with guidance from authorities during a time of public health emergency, natural disaster, strike or other public crisis situation, or when the continued availability of the Lalamove Platform may pose a grave and dangerous threat to the community.

 

20. Provide a safe space for pickups

Lalamove users should exercise good judgment and behavior around drivers and walkers and make them feel welcome. They should also provide a secure location for order pickups; for example, to avoid violent occurrences on the premises that jeopardise the safety of riders.

 

21. Alcohol, drugs, weapons and all illegal items are not tolerated

Alcohol deliveries can only be ordered and received by Lalamove users in places where it is allowed and by persons who are of legal drinking age or older and are not inebriated. Illegal narcotics, open alcohol containers, and weapons are prohibited. Please alert Lalamove and the authorities if you have reason to suspect the nature of the contents of your parcel to be goods and/or services that are not part of Lalamove's offerings, or are suspected to be unlawful and/or dangerous goods.

 

22. Follow the law

Everyone must comply with applicable laws and regulations and also with Lalamove terms and conditions, and policies and is responsible for knowing and obeying all applicable laws and regulations at all times when using the Lalamove Platforms. It is specifically forbidden to use the Lalamove Platform to perpetrate any crime, including drug trafficking, money laundering or transportation of .

Avoid committing traffic violations or driving recklessly that may endanger the lives of yourself and other road users and pedestrians. This includes complying with regulatory or traffic laws, speed limits, obeying road signals and traffic lights. You should always wear a seatbelt and a helmet whenever required by the laws.

Driver Partners, drivers, and all Lalamove Services users must maintain all necessary and up-to-date trade licenses, permits, vehicle licenses and other legally required documentation. We investigate reports of collisions, traffic violations, and other indications of unsafe or distracted driving while using the Lalamove Services. Local parking regulations may restrict where you can park while waiting for orders or making deliveries.

Local traffic laws typically require drivers to yield to pedestrians, drive with the flow of traffic, signal before changing direction, and stop completely at red lights and stop signs.

 

23. Drugs and alcohol

If you are a driver or a walker, do not drink or use drugs while on the job; you can not drive or ride a bike while inebriated. Driving or biking while under the influence of alcohol, drugs, or any other substance that affects your ability to operate a vehicle safely is against the law. Illegal substances, open containers of alcohol and weapons are not permitted in your vehicle. If a user or member of the public believes you may be under the influence of drugs or alcohol, they have the right to end the booking immediately and alert Lalamove or the Local authorities. Drug use and open containers of alcohol are never allowed while using the Lalamove Platform.

 

24. Firearms ban

Users and their recipients, as well as drivers and walkers, are strictly prohibited from carrying firearms while using the Lalamove Platform, to the extent permitted by applicable law and regulation.

 

25. Fraud

Deception can weaken trust and also be dangerous. Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, is not allowed. It is important to provide accurate information when you report incidents, create and access your Lalamove accounts, dispute charges or fees, and claim for credits. Claim only the fees or refunds to which you are entitled and use the offers and promotions only as scheduled. Do not intentionally carry out invalid transactions.

Fraudulent activities may also include, but are not limited to:

• an intentional increase in the time or distance of a trip or delivery for fraudulent or other purposes

• accept order or delivery requests without intending to complete them, including encouraging users to cancel for fraudulent purposes

• create fictitious accounts or orders for fraudulent purposes

• claim fraudulent expenses, such as waiting fee or incidental clean-ups

• claiming to complete a delivery without ever picking up the delivery item

• picking up a delivery item and keeping all or part of it rather than delivering the complete order

• actions to interfere with or manipulate the normal operation of the platform and the GPS system

• abuse offers or promotions and/or fail to use them for their intended purposes

• contest fees for fraudulent or illegitimate reasons

• create incorrect duplicate accounts

• use of unauthorized applications or means to obtain access or benefit to the platform

• falsification of documents, files or other data for fraudulent purposes

 

26. Off-platform orders

To ensure that each experience is as safe as possible while remaining compliant with local laws (if any), all trips on the Lalamove platform must be organized via the Lalamove application.

Drivers and walkers are forbidden to solicit or accept a payment outside the platform that is not authorized for delivery on the Lalamove platform.

For cash orders, users must remember to bring the exact amount to cover the cost of delivery.

Drivers and walkers must always pay Lalamove's service charges on cash orders in a timely manner.

 

27. Other unacceptable activities

Act of stealing is not only not tolerated when using the Lalamove Platform; it is also a criminal offence. This includes, without limitation, deliberately depriving or misleading other parties on the platform for material or financial purposes.

Do not use Lalamove's trademark or intellectual property without authorization. Where local regulations require the display of Lalamove-branded items, drivers and walkers shall use only Lalamove-branded items obtained from Lalamove. Drivers and walkers should not present themselves as driving or delivering with Lalamove if they do not have access to the Lalamove Platform. Drivers and walkers should return items bearing the Lalamove mark (if applicable) to Lalamove if they lose access to the Lalamove Platform. The use of unauthorized or third-party items, such as lights, plaques, signs or similar items bearing the name or trademark of Lalamove, may create confusion among users.

 

28. Feedback

Our team continually refines our guidelines, and your feedback is important to ensure our guidelines remain relevant as our technology evolves. Please assess your experience upon completion of each trip or delivery. Honest feedback helps ensure that everyone is accountable for their behavior. This contributes to building a respectful and safe environment.

If something happens, such as a road collision, you may report it by tapping Help in the app so that our Customer Service team or Driver Operations team can investigate and offer timely support when necessary. Before contacting Lalamove in the event of an emergency or if you find yourself in immediate danger, contact your local authorities or emergency services.

 

29. Ratings

Users, merchants, drivers and walkers may all leave and receive ratings, as well as provide input on how the journey or delivery went. This feedback method increases accountability and contributes to the creation of a respectful, safe, and transparent environment for all. The app allows drivers and walkers to view their current rating. By opening the app and pressing the profile, riders can see their rating listed under their name.

Drivers, riders, walkers, and users who do not meet the city's minimum average rating may lose access to the Lalamove Platform.It is beneficial to be courteous and respectful to all individuals while using the Lalamove Platform and interacting with others in the Lalamove Community if you want to keep your average rating high. Most drivers and walkers provide outstanding service, and most drivers, walkers, and users are kind and considerate, therefore most deliveries go successfully. Individual ratings will not be removed if you contact the Lalamove Customer Service team or the Driver Operations team. We understand that sometimes a trip or delivery does not go as planned, which may cause a lower rating.

Provided you are a driver or a walker who has lost access to the Lalamove Platform due to poor ratings, you may be able to reclaim it if you meet the qualifying conditions and show proof that you have completed a quality improvement course.

 

30. Cancellation of the delivery

To ensure a seamless operation of our system for all drivers, walkers and users, you are strongly advised not to cancel orders unless absolutely necessary (eg. Car breakdown / accidents). If you are unable to pick up or deliver a parcel due to an emergency, please call the sender/recipient immediately before cancelling the booking. Honour a booking you have made / accepted. This is very important in building confidence and encouraging more users, drivers and walkers to use the Lalamove Platform. More users means more jobs for drivers and walkers; more drivers and walkers means faster matching time for users, as a whole. If you regularly cancel successive trips or orders as a walker, a driver or a user, your experience on the Lalamove Platform may be affected.

 

31. How Lalamove enforces our guidelines

Your experience on the platform may be affected if the above guidelines are not followed. You may lose access to the Lalamove Platform and/ or other consequences where applicable if you violate any of the Terms and Conditions of Lalamove, or any applicable terms, conditions, or policies, including any of our Guidelines or any additional policies and guidelines that Lalamove may communicate to you from time to time. If you have multiple Lalamove accounts, such as a user account and a driver account, breaking our guidelines may result in you losing access to all of them. In addition, if law enforcement is engaged, we will help with their investigation in accordance with local regulations. If you lost access to the Lalamove Platform due to an error, please contact the Lalamove Customer Service or the Driver Operations team.

Lalamove receives feedback through a variety of ways, examines reports made to our Customer Service team or our Driver Operations team that may violate our guidelines, and may conduct any necessary investigation. If we become aware of potentially harmful behaviour, we may contact you to investigate. We may put a hold on your account or make it inactive until our evaluation is completed, at our sole discretion.

Please offer photographic confirmation of delivery whenever required, so that others on the platform can see it. False or fictitious reporting is not permitted.

On the Lalamove Platform, different authorities and localities regulate the offering of specific services. We may be obliged to remove your access to the Lalamove Platform if we decide that your driver or walker account is not in line with applicable regulatory standards.

Finally, drivers and walkers interested in using the Lalamove Platform must go through a screening process specific to their locality, which may involve motor vehicle records and background checks if local legislation allows it. If one of these checks reveals a violation of our guidelines or other requirements imposed by local regulators, a driver or walker will lose access to the Lalamove Platform.

Note: Lalamove's drivers and walkers are not agents (either actual or ostensible) or employees. Drivers and walkers are not bound by any authority (actual, apparent, or otherwise). They are unaffiliated third-party service providers.

Our guidelines, terms, or other policies may change any of the policies described above at any time. Unless otherwise stated, the amended version will take effect at the time it is posted.

In the event of any conflict or inconsistency between the translations and/or languages of this community guidelines, the English version will prevail.