FAQs

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General
How does Lalamove work? Can I join part time?

Lalamove is a platform that connects business owners or individuals with Lalamove partners. Because we use the concept of partnership cooperation, you are welcome to work fulltime or part time.

General
What do I have to do during the registration process?

Download the Driver Application and press "Sign up now" to complete the registration process. To become a verified driver you must provide a valid Drivers License, Tax Token and Vehicle Fitness Certificate (where available).

General
How many days would it take for me to start earning?

Account will be verified within 3 working day after the training is completed.


Vehicle
My vehicle isn’t listed here. How can I drive for Lalamove?

You will need a vehicle in the list to deliver orders for Lalamove.

Vehicle
Can I deliver with Lalamove without owning a vehicle?

The vehicle that you will use to deliver goods on Lalamove does not have to be under your name. This means that you can use a rented vehicle or your friend's vehicle to deliver goods on our platform.

Vehicle
Can I share the same vehicle with my friends with two separate accounts?

No, sharing of vehicles is not allowed. A vehicle can only be used on one account.

Documents
What information and documentation is required for registration?

Photographs:

1) Profile Picture

2) NID

3) Driving License

4) Vehicle Tax Token

5) Vehicle Registration Paper

6) Vehicle Fitness Certificate (Truck only)

Documents
Will my documents be safe?

Yes, all of your documents are kept for internal purposes only.

Training
I have scheduled my training but I am unable to attend. How do I reschedule?

You may resume your training by logging into your Driver App via your smart phone and continuing from where you had left off.

Training
What is the difference between online training and in-person training?

Online Training will have various videos and slides for you to watch on your own and have 3 attempts to obtain a passing score of 80% or better. In person training will be lead by a Lalamove team member to guide you through the information and answer any questions you have.

Payment
Does Lalamove charge any fee to verify the account? If yes, how much?

We do not charge any fee upon verification.

Payment
Once verified, how do I cash out my payments?

Cash out can be done on a weekly basis from Monday - 12:00 AM to Sunday - 11:59 PM and payment will be released within Thursday 6:00 PM. The cut-off day will be on every Sunday evening 11:59 PM. The cash-out amount can be updated daily until the cut-off day and time. You will receive your cash-out amount within 1 week.

Proof Of Delivery
What is an acceptable picture for an item that is delivered successfully?
To be considered as a valid Proof of Delivery, the picture must visibly show:
  • A clear picture of delivered item (s) in a well-lit area, during the unloading process

  • A clear picture of the customer’s drop-off location:
    • House number; if not available, then
    • Lift document with address; if not available, then

    • Customer door (residential) or company logo (non-residential)

Invalid Proof

  • Blurry pictures of location
Example:
 
  • Zoomed in / Unclear Picture of delivered item
Example:
  • Non-Related Pictures (no sign of actual delivered items)
Example:
  • Selfie
Example:
  • Covering the camera / Blank screen
Example:

 

Proof Of Delivery
Is a picture of the drop-off location required?
Yes, a clear picture of delivered item (s) in a well lit area, during the unloading process is required.

 

Proof Of Delivery
Should the receiver provide a sign-off once a delivery is completed?
The driver may choose to upload a legitimate signature from the customer or take Proof Of Delivery pictures.

 

Proof Of Delivery
What is an acceptable picture for a drop-off location?
An indication of the customer’s drop-off location must ALWAYS be visible:
  1. If you are delivering to a residential area, the customer’s flat or unit number should appear in the picture
  2. If the flat or unit number is not available, you can take a picture with the lift document containing the building address
  3. If the lift document does not contain the building address, you may hold the order and take a picture with the customer’s door in the background
  4. If you are delivering to a non-residential area or any building where you cannot go further than the reception, you can take the picture with the identifiable logo (e.g hotel name) in the background
  5. Pictures that do not contain any clear indication of the drop-off location might not be accepted as a valid Proof of Delivery

 

Proof Of Delivery
Should I take a picture of the receiver?
Please abstain from taking any pictures of customers' faces or the interior of their houses.

 

Proof Of Delivery
Where do I submit the POD?
Kindly follow a step-by-step guide to provide your proof of delivery on the Lalamove Application
 
A small pop-up will appear on the top-right corner to indicate that you will need to submit proof of delivery upon order completion
 
Click either of the two options to upload your proof of delivery
 
 
Upload your photo that you have taken from your camera
Proof Of Delivery
Why can't I submit any pictures for POD?
It is probably because the POD feature has not been enabled from the user side while placing the order. 
 
For users: Kindly turn on the POD feature in your Settings

General
What are the service coverage areas?

Currently we are delivering across Dhaka, Tongi, Ashulia, Gazipur, Savar, Keraniganj, Narsingdi, Narayanganj, and Rupganj. Soon our service will be available in different cities of Bangladesh.

General
What is Lalamove's Customer Service's hours?

Our customer service is from 10 AM to 7 PM.

General
What are Lalamove's delivery hours?

Lalamove operates 24/7 to best serve your needs. We specialise in on-demand delivery and same day courier service, matching you with nearby drivers in just a matter of seconds. Use Lalamove to handle all your express and urgent deliveries, anytime of the day.

General
How to place an order on the web application?

Simply go to https://web.lalamove.com/ and login to your account. You will then be able to make on order from there!

Placing an Order
How to place an order?

Follow the steps to place an order:

1 - Input the address for pick up and drop off

You may choose to make it as an immediate order or a scheduled order based on your needs - Immediate order: Driver will pick up the delivery in 30 minutes - Scheduled order: You may select the pick up time which is from 30minutes up to 30 days

If you need to add multiple stops, simply click on the "+ Add Stop" button to add a stop. You may add up to 20 stops within the same order

2 - Select the vehicle type Evaluate the size of your delivery, and select the vehicle type your want. If you are unsure of the capacity of each vehicle type, click on the information button on the top right corner for the details

3 - Select any additional service

You may also request for add-on services (such as Loading or Unloading, Cash On Delivery etc) based on your needs
 

4 - Add in any reference and confirm the booking

If there are any reference information you may want to provide to the driver, you may add it in the next page! Confirm the contact information and select your payment method. If you have a coupon and discount code, you may also add it there.

Once everything is good to go, just click on "Place order" and we will match you with a driver

 

Placing an Order
How to schedule an order?

To schedule an order, simply click on the the "Pick-up time" on the order placing page and select "Later". You will then be able to select the pick up time from 30 minutes after up to 30 days away.

 

Placing an Order
How to place an order with more than one dropoff location?

Simply click on the "+ Add Stop" button to add additional dropoff locations. You may add up to 20 locations in one order.

You may also drag and rearrange the sequence of the dropoff locations based on your needs!

 

Placing an Order
How can my favourite driver pick up my order?

If you have a favourite saved in your account, you may request your favourite driver to pick up your order first.

To do so, at ""Add more details"" page, turn on the ""Favourite drivers first"" button and your order will be seen by your favourite driver first. However, if none of your favourite driver is online or available, your order may be picked up by another driver.

 

Placing an Order
How to contact the driver?

Once you are matched with a driver, you will be able to see the details of the driver. Your driver will also contact you via phone call to confirm the confirmation.

Should you want to reach out to the driver again, underneath the driver details you may click on the ""Chat"" or ""Call"" button to use the in-app chat to chat with the driver or call the driver directly.

Placing an Order
What is the total estimate delivery time?

You will be able to see the estimated delivery time on the app once your order has been completed.

Placing an Order
How long will the driver take to arrive at the pickup location?

Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.

Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.

Placing an Order
I would like the recipient to pay the order

Yes you may have the receipient to pay the order, simply indicate in the remarks to tell the driver that the amount will be collected at the drop off location. Please ensure that you have chosen cash as the payment method!

Placing an Order
How to check delivery status?

You will be able to check the location of the driver via the order page of the app. You may see where your driver is in real time and get notified instantly when the delivery has been completed.

You can even send the tracking information to your customer by clicking the share button on the order page, so they know the delivery status and the estimated time of arrival.

Placing an Order
What are the delivery status?

Each status shows the status of the delivery in real time. Some of the statues that may appear on your order are:

On the mobile app

Finding a driver --> We are currently matching a driver for your order

Awaiting Driver --> Your order has been matched with a driver and the driver is heading to pick up point

In transit --> The driver has arrived at the pick up point

Delivering --> The driver has arrived at the drop off point

Confirming Bill --> Driver has finished unloading and is confirming the final bill

Settle Bill --> The driver has sent the final bill Completed --> The delivery has been completed and payment has been settled

Cancelled --> Your order is cancelled

On the web app

Matching --> We are currently matching a driver for your order

Ongoing --> Your order has been matched with a driver and the driver is heading to pick up point

Picked up --> The driver has picked up the item and is heading to the drop off point

Confirming Bill --> Driver has finished unloading and is confirming the final bill

Settle Bill --> The driver has sent the final bill and is pending the payment from customer

Completed --> The delivery has been completed and payment has been settled

Cancelled --> Your order is cancelled""

You may share the order with the recipient at the order page. Simply click on the ""Share"" button on the order page and the recipient may receive real time tracking of the delivery.

Placing an Order
How can the recipient get status updates of the delivery?

You may share the order with the recipient at the order page. Simply click on the the "Share" button on the order page and the recipient may receive real time tracking of the delivery.

Placing an Order
I would like the driver to help me with loading or unloading the goods

In order for the driver to help load and unload the goods to the vehicles, you may make this request via the add on service. The price for the moving service will be quoted by the driver.

Placing an Order
How to rate the driver?

After the order has been completed, you will be prompted to rate the driver. You have seven days from the order date to do so, after which you will not be able to leave a rating.

Placing an Order
How to change the driver rating?

If you would like to change driver rating, simply just go back to the order page and click on the pencil icon next to the rating.

Placing an Order
How to get a digital signature proof for the order?
Simply go on to "Settings" and enable the "Enable digital signature" button. Once enabled, the delivery would require the recipient to sign after receipt
Placing an Order
How to check the item photo that uploaded by driver in the app?
If you would like to check on the photos uploaded by the driver, click on the order details page on the app or the order details panel on the website. You will be able to see picture uploaded under the Drop Off location.
Order Edit and Cancellation
How to edit the order?

To edit an order, click the icon at the top right corner of the order page and select 'Edit order' from the menu. You may edit the drop off location, recipient details, and add or remove stops. Price changes depend on location updates.

Order Edit and Cancellation
How to change the driver?

To change the driver, you may simply click on the icon on the top right corner of the order page and click ""Find a new driver"". Once unassigned, your order will be made available for other drivers to deliver. Please note that you are only able to unassign the driver once for each order.

Order Edit and Cancellation
How to cancel the order?

For orders that are not yet matched with a driver, you will be able to cancel the order anytime by clicking ""Cancel Order"" on the order page via the button on the top right corner.

For immediate orders that have been matched with a driver, you may cancel your order up to 5 minutes since the matched.

For scheduled orders, you may cancel up to 45 minutes before the scheduled pick up time after it has been matched.

If you wish to cancel the order after the 5 minute period, please contact our Customer Service Team to do so. Please note that cancellation fees may be applied after this timeframe.

Order Edit and Cancellation
Why can't I cancel my order?

You can only cancel your order within the grace period. If you wish to cancel your order after that, please contact our Customer Service Team for assistance. Please note that cancellation fees may be applied.

Grace period: Immediate Orders: 5 minutes after matched with a driver. Scheduled Orders: 45 minutes before scheduled pickup time.

Order Edit and Cancellation
Why can't I edit my order?

You can only edit your order before the driver has arrived at the pick up location. If you wish to edit your order after that, please contact our Customer Service Team for assistance.

Fee and Payment Methods
What additional services require extra fees?

When selecting your vehicle, you will be able to see the additional services you can request and the cost associated next to it.

Fee and Payment Methods
What are the delivery fees?

The fare of service is based on multiple factors such as traffic situation, order volume, availability of delivery partners, applicable tolls, surcharges and so on. Hence the total fare of the service may vary. The fare displayed at the time of request may not be the same if there is a change to order details.

Open the Lalamove app and select the vehicle type, pick-up, and delivery locations. You will be given instant price details before choosing to place an order.

You can find a simple guide here and more detailed pricing information here.

Fee and Payment Methods
What is a Peak Hours surcharge?

Peak Hours Surcharge will be added to increase the chance of your order being matched during peak hours. Lalamove will evaluate the on-going demand and supply and implement this surcharge and it will be automatically reflected in your bill

Fee and Payment Methods
What are the payment methods?

Pay the driver the exact amount in cash after the completion of order. Or pay through bKash for easy and hassle-free transactions! more payment method will be available soon.

Fee and Payment Methods
How to change the payment method?

You will be able to select your payment method at the payment page when placing the order. Simply select the payment method you would want to pay with. You can change the method for each order based on your preference!

Fee and Payment Methods
How to get e-receipts for the order?

Activate the "Receive E-receipts" function under your settings to get an e-receipt for each order. Key in your email address to opt in.

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download a PDF version.

Fee and Payment Methods
I did not receive the e-receipt

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend the receipt, or download its PDF version.

Should you still unable to receive the receipt, you may contact our Customer Service Team for further assistance

Fee and Payment Methods
I faced an issue with topping up the Wallet

If your funds are deducted but the balance does not get deposited to the Lalamove Wallet, please follow these steps:

Please allow for 24 hours since the funds were deducted as different payment channels have varying lead time.

If after 24 hours the balance still hasn't been entered into the wallet, please contact our Customer Service Team and prepare the payment record as proof of top up. Our team will be able to assist you in the verification and troubleshooting.

Coupons and Promotion
How to use a Lalamove coupon or promo code?

You may add a coupon at the payment page by entering the coupon code at the "Add coupon" section. Once the coupon has been applied, the relevant amount will be discounted from your order.

Alternatively, you may also add a coupon for future use by going to the "Wallet" page, click "Coupons" and add your coupon there. You may also view all your coupons on this page.

Order Issues
I cannot find a driver

We are sorry that we may not be able to find you a driver at the soonest, it could be due to no driver available around your area or all drivers are busy with their orders. Try adding in priority fee to encourage drivers to pick up your order earlier.

Order Issues
I can't find my location on the map

If you are unable to find your address while searching for it, you may click on the "Wrong or missing location?" button to report on the missing location. Our team will review and take the necessary actions to fix this.

Order Issues
I faced an issue with the ongoing delivery

If you face any unforeseen issues with the ongoing delivery and are unable to settle with the driver, please talk to our Customer Service Team.

Order Issues
My order is still not completed

If your order is still not completed, please contact the driver first and ask for an update on the delivery status. If you are unable to contact the driver or there are other issues, you may contact our Customer Service Team.

Order Issues
I would like to file a complaint

We are sorry that your experience on our platform was not up to your expectation. Please contact our Customer Service Team for further assistance.

Order Issues
My delivery goods got damaged

We are sorry that your experience on our platform was not up to your expectation. Please kindly provide us with relevant proof for our further investigation.

Order Issues
My driver did not follow the suggested route on the map.

Drivers may deviate from the suggested route if there are unforeseen traffic situations. If you suspect that the driver is not heading towards the drop off point, please contact the driver to reconfirm. Should you require further assistance, please reach out to your Customer Service Team.

Order Issues
What should I do if my driver is unresponsive

You may contact the driver via the in-app feature or by a phone call.

If your driver is unresponsive and you want to change the driver, click on the icon on the top right corner of the order page and click ""Find a new driver"". Once unassigned, your order will be made available to other drivers.

If you need to contact the driver but unreachable, please contact our Customer Service Team for further assistance.

Order Issues
Why is my driver requesting for additional charges

The charge in the bill of the order page should be final. If there are any additional charges that were not agreed by both parties, please contact our Customer Service Team for further assistance.

Order Issues
What happens when the driver cannot drop off?

Driver usually contacts recipient upon arrival to confirm drop-off. Please pay attention to calls when the delivery is in progress.

If the driver is unable to drop-off, please contact the driver to provide guidance. Should you need additional assistance, please contact our customer service team.

Profile and Account
I forgot my password

If you have forgotten your password, simply click on the "Forgot password" button and input your phone number on your registered account. We will then send you a SMS or a call for your to verify and update your password

Profile and Account
How to reset my password?

To change your password, go to Settings and click change password. Follow the steps according to the prompts.

Profile and Account
How to update my mobile number?

To update your phone number, click on your profile picture at the top left. Under your profile setting, you will be able to change your phone number after verification.

Profile and Account
How to turn off app notifications?

For Android, you may turn on/off in the device settings page

For iOS, you may turn on/off in App settings page

However, we high recommend that you keep the notification open to not miss out any updates on the orders or any promotions we may have

Profile and Account
How to change the app language?

To change the app language, simply go to "Settings" and click on Language. You may change to the lanauge that is available for your region.

Profile and Account
How to register an account?

To sign up an account, simply click on the ""Don't have an account?"" button at the sign in page and you may regsiter an account with your mobile.

Alternatively, you may also register an account with your Facebook, Google or Apple acocunt by simplying clicking to the icon on the login page. You will then be directed to the registration procedures

Goods and Size Limits
What are the goods Lalamove would not deliver?

Unfortunately, we do not deliver passengers, pets or alcohol. We do not deliver chemicals, unsecured flammable objects or items which could endanger the safety and well-being of our driver-partners. Please get in touch with us should you have any queries on whether the items you wish to deliver are allowed.

Other than that, we deliver almost everything else!

Goods and Size Limits
What are the size limits of delivery items?

The size limit varies depending on the vechile type you chose!

Please refer to the below for the size and weight limitation.

General
What is 1 Ton house moving and 2 Ton house moving service?
With our specialized and distinctive 1 and 2 ton house moving services, Lalamove offers its customers a full range of services, from hiring skilled labor to delivering your household goods to your new residence.
General
Why would you need our house moving service?
Lalamove's specializing house moving service is meant to offer the following benefits to its users:
  • A safe and affordable house moving service
  • A variety fleet with skilled laborers
  • A hassle-free experience
General
How much goods can I carry in a 1 ton house moving and 2 ton house moving service?

For 1 ton house moving:

  • Any bulk items up to 800 KG
  • Fridge, bed, closet, kitchen racks etc
  • Home shifting suitable for bachelors or single people


2 ton House Moving:

  • Any bulk items up to 2000KG
  • Household bulk items of maximum 2 rooms
  • Home shifting suitable for small to medium size family
General
Why are Lalamove’s House Moving services special?

Apart from offering an affordable and hassle free home shifting service solution, Lalamove offers a vast range of additional services which are explained below:


Extra rooms:
Assume you're moving from a three-bedroom apartment to another three- or four-bedroom apartment, and your household items won't fit in our fleet all at once. So, in this instance, you can choose our extra room option based on your needs, and our fleet will supply you with round trips two or more times rather than just once.


Number of labors based on floor basis:
Lalamove allows people to select a number of laborers based on their preferences or needs. For example, suppose you are moving from a three-bedroom apartment on the fifth floor.
In this case, you may want two laborers who will need to climb and descend stairs multiple times while loading and unloading your household belongings. You may easily employ laborers using the app by selecting the "2 labors up to 5th floor" option in the additional services section.

General
Which industry does Lalamove support?

Lalamove helps businesses from a wide variety of industries with their delivery needs. From F&B and eCommerce to retail, furniture, construction and many more, we've got the delivery solutions and the fleet of vehicles on standby that you need to help grow your business.

General
Do you provide monthly statement?

To automatically receive Statement for each month, kindly activate the Receive monthly statements by email function under your setting page in Notification category on web. Add the recipient email below to receive the statement. You may also download Statement under your setting page in Statement category on web.

General
How can Lalamove help boost my business?

Keep track of your delivery expenses: Manage multiple staff members under a single business account with a centralised business wallet. Monitor your corporate accounts spending with ease through monthly statements. Take control of your spending!

Reduce operational costs: without your own fleet of vehicles and team of drivers, you get to save on the vehicle purchasing cost, the vehicle maintenance fees and overheads that come with employing drivers on a full- or part-time basis.

Save even more with multi-stop at up to 20 different locations within one trip!

Term and Account Management
How to edit corporate account details (address, tax ID,...)?

To update your corporate account information, please reach out to your Sales Representative.

Term and Account Management
How to add teammates to my business account?

Users with Admin role in the corporate account can invite a new or existing user to join your business account via Email. Kindly tap the button Invite new member under setting page in Team category on web, enter the email address of the new teammate. New teammate will be added to your corporate account after he/she finish the steps in the invitation email.

Term and Account Management
How can different teammates access different order records? How can I access all order records in my corporate account?

Users with Admin or Manager role can view all order history on the corporate account. Users with Employee role can only view orders placed by him/her. You can view the role of all teammates under setting page in Team category on web.

Ready to go?

Download our app now to get your deliveries going places.