Terms & Conditions

1. Definition
1.1. “Lalamove” refers to PT Lalamove Logistik Indonesia, a company established in Jakarta with a registered office at GoWork Tower Standard Chartered Building LT2 Podium, Jalan Prof DR Satrio No.164, Setiabudi, South Jakarta 12930, which operates under the name "Lalamove". " in Indonesia.
1.2. “Participating Driver Partners” refers to driver partners who have agreed to accept orders through the Services offered by Lalamove.
1.3. “Services” refers to the operations managed by Lalamove to distribute delivery details that you submit with vehicles submitted to Lalamove via driver-partner software for their receipt and to provide you with other information regarding related driver-partners, deliveries, and on use of the service. .
1.4. “Delivery” means the entire package, parcel, item delivered or any part therein or its contents which proceed under a single delivery request, proposed journey, consignment note and/or invoice and which may be made in any manner Lalamove chooses, including by land transportation or other carriers. The services provided by Lalamove are limited to pick-up, transportation and delivery of goods. Each shipment is shipped on a limited liability basis as defined herein.
1.5. “Terms and Conditions” refers to the terms and conditions applied to the service as set out on “www.lalamove.com” and may be changed from time to time without prior notice.
2. Cost
2.1. The total cost for the order consists of standard transportation costs and additional service fees.
2.2. Standard transportation costs include transportation of shipments with specific dimensions and quantities for the consignee. Please refer to the latest prices, dimension and quantity guidelines posted at https://www.lalamove.com/jakarta/id/pricing and/or on the Lalamove app. The Guidelines may be changed at our sole discretion from time to time without prior notice.
2.3. Additional costs consist of:

2.3.1. Waiting time fee: A 30-minute grace period applies once the driver reaches the pick-up/drop-off location. There is a waiting time fee according to the type of fleet, listed in the points below:

Two Wheel Wait Time:

    • First 30 Minutes Free
    • >30 Minutes Rp 12,500
    • >60 Minutes Rp.18.500
    • >90 Minutes Rp.43,500

    Four Wheel Waiting Time:
    • First 30 Minutes Free
    • >30 Minutes IDR 18.000
    • >60 Minutes Rp.36.000
    • >90 Minutes Rp.72.000

2.3.2. Excess cost of goods: If the requirement or package exceeds the maximum weight, size or quantity specified under https://www.lalamove.com/jakarta/id/pricing, Lalamove will offer the customer to one of the solutions mentioned below this: Change the type of vehicle to the one that matches the price difference borne by the customer (applies to orders with motorbikes, cars, vans, pickups, and pickup boxes). Assistance services from additional assistants to assist orders with price differences borne by the customer (only applies to orders with van, pickup and box pickup) Cancel the order with half the shipping cost borne by the customer if the driver has shown up to pick up the ordered goods.
2.3.3. Wrong address fee: The customer will be charged an additional travel fee from the original address to the new address provided. Prices will be in accordance with standard transportation costs and additional costs.
2.3.4. Round trip fee: Round trip only applies to the type of delivery by motorbike with documents and the price of the fee to be paid is IDR 10,000, regardless of the distance.
2.3.5. Additional stop fees: Additional stops are charged depending on the vehicle requested to place the order. Orders with multiple stops will incur an additional fee of IDR 5,000 per stop for motorbikes, IDR 10,000 per stop for cars, vans, pickup boxes, pickup boxes, and IDR 15,000 per stop for ankle boxes.
2.3.6. Door-to-door delivery service fee is if the driver delivers goods more than 20 meters from the vehicle stop point.
2.3.7. Additional services for transportation services, namely if there is a need for additional assistant assistance to transport goods and is paid for by the customer. The additional price for the transportation service is IDR 75,000.
2.3.8. Additional capacity service is a service that must be used if if the goods exceed the weight applicable to the Lalamove price , the goods pass through the car window or exceed the top of the car where the goods will be placed in the front seat next to the driver.
2.3.9. The Cash on Delivery service can be used to request drivers to receive payment when making deliveries. Temporary COD services can only be used for business accounts registered as COD business accounts Temporary COD service can only be done on weekdays, Monday - Friday except for national holidays Maximum nominal COD Motor IDR 5,000,000 & COD MPV IDR 10,000,000 For COD nominal of more than Rp. 10,000,000, you can make more than 1 order through the Lalamove application COD funds will be transferred on D + 1 delivery if the order is completed before 15.00 WIB, and D + 2 if the order is completed after 15.00 WIB The sender must communicate COD activities to those who hand over cash to driver partners The sender must write down the COD nominal, description and number of items on the delivery note in the Lalamove application Lalamove Driver will do COD according to the nominal, description and number of items listed on the Lalamove application Lalamove reserves the right to refuse COD activities that are not listed on the delivery note. Return of travel documents / PO is not included in the COD Lalamove feature.
2.3.10. National holiday fee: The fee charged will be an additional fee paid by customers of IDR 5,000 for motorbike orders and IDR 15,000 for orders for cars, vans, pickups, and ankles. A complete list of public holiday dates when this fee will be applied can be found in the table below:
2.3.11. Other fees - set quote: These fees are fees that the driver cannot provide but must follow Lalamove's pricing guide: Other fees - open quote: This fee is the driver's delivery fee for the quote itself. Including but not limited to storage, disassembly and assembly. A quotation must be provided by the driver to the customer before the start of the order. If the customer does not agree with the quotation, he or she should contact Lalamove Customer Service via Live Chat on Lalamove application and webpage, prior to placing the order. If Lalamove is contacted after completion and payment of the work, Lalamove will not be able to compensate the customer. In the case of additional charges requested by the driver, and if these charges were not part of the original delivery order, it is the customer's obligation to inform Lalamove Customer Service of these charges prior to paying the driver.
2.3.12. Cancellation fee: For immediate orders: There is no charge if the customer cancels 5 minutes after being matched with the driver. For scheduled orders with same day delivery: There is no charge if the customer cancels at least 60 minutes before the pick up time. For pre-orders with non-same day delivery: There is no charge if the customer cancels at least 60 minutes before the pick-up time. For drivers who are en route to the delivery destination address: The driver will contact to confirm the order before departing. If delivery is confirmed with the driver later and cancellation is made while the driver is en route to the location, 50% of the cost of the order fee will be applied. For drivers who have already arrived at the pick up address: The driver will contact to confirm the order before departing. If delivery is confirmed with the driver later and cancellation is made when the driver has arrived at the pick up location, 100% of the cost of the order fee will be applied.
2.4. Once the vehicle type and start/end point have been entered into the app/website, it will provide the shipping price for the customer. By confirming the delivery request, you are willing to pay the quoted shipping price while being aware that additional fees may be charged in accordance with point 2.3.
2.5. The customer must pay the participating driver in cash the amount immediately when due, unless otherwise agreed by both parties. If there are parties who do not agree with the bill, Lalamove Customer Service must be contacted before payment is made to the driver.
2.6. No printed receipts will be provided. An electronic receipt will be automatically provided only upon request after order completion, sent to the email address provided by the customer with activation of the "E-Receipt" switch in the mobile application.
3. User Obligations
3.1. The User warrants that he is the Owner or an authorized agent of the Owner of the goods, and that he is authorized to accept and accept these Terms not only for himself but also as an agent for and on behalf of the Owner of the Goods.
3.2. Lalamove Indonesia is responsible for all processed transactions that are matched and paid for via any possible payment methods through the Lalamove platform. The user must provide the driver with sufficient, accurate and executable instructions. Any additional costs arising from discrepancies between the information provided and the actual situation will be borne by the User. Any amendments or changes in pricing must be adhered to, approved and updated in the Lalamove application. Any dispute management, refund, cancellation or payment change processed must be informed and managed directly by the Lalamove team.
3.3. The user warrants that he has complied with all laws and regulations relating to the nature, condition, packaging, handling, storage and transportation of goods. Users may not participate in shipping, and participating drivers have the right to refuse items prohibited by law, hazardous or hazardous materials, perishable materials, and radioactive materials. The user is responsible for any loss or damage suffered by third parties as a result of violating the terms. Participating drivers will not open and inspect the shipment, and are not responsible for any legal liability arising from the carriage of the shipment.
3.4. The user must ensure that the shipment is adequately packaged to protect against damage in transit, and also that no part of the shipment that can move can be removed without the casing, wrapper or container being torn or damaged, seals broken or the two adhesive surfaces being forced into pieces.
3.5. The user must ensure that the shipment is properly packaged so as to avoid damage to the shipment during shipping, and:
3.5.1. In the case of shipment of goods of a fragile nature, the goods must be packed in a container or container with sufficient durability and strength and must be wrapped or surrounded by sufficient and appropriate protective material in the box or container so that the shipment is protected from damage that may result from the usual shocks, pressures or blows that occur in shipping goods during shipment and that such shipments must contain the word “FRAGILE” prominently displayed in large letters on the face of the box or container and above the recipient's address; and
3.5.2. In the case of shipments that are prone to damage due to bending, that the shipment must be packed in a container or packing with sufficient strength to prevent bending or damage during shipping and the container or packing must bear the words "DO NOT FOLD" displayed prominently in large capital letters. on the front of the box or container and above the designated recipient's address.
3.6. Lalamove is not responsible for providing protection services for the transportation of perishable commodities or commodities that require protection from heat or cold. Such commodities will be accepted for transportation solely at the customer's risk for any damage arising from transportation.
3.7. Customer must provide in connection with each shipment all necessary information, including without limitation:
3.7.1. Customer name, pick-up address (including postal code) and telephone number;
3.7.2. recipient's name, shipping address (including postal code), and telephone number;
3.7.3. Special precautions to be taken in connection with such shipments, e.g. "EASY TO BROKEN", "EASY TO DESTROY", "DO NOT FOLD", etc.;
3.7.4. For our cash transfer service, please enter your amount in the comment box to make order fulfillment smoother and faster.
3.8. In the event that the recipient is found absent from the address specified by you and no one else is present to pick up the shipment, the delivery applicant will contact you as the delivery applicant to provide further instructions on how to proceed. If the delivery applicant cannot be contacted, your goods will be delivered to the Lalamove office and the costs for this trip will be borne by the delivery applicant. If re-delivery of goods is required, a new delivery order must be placed. We reserve the right to suspend, restrict or terminate your access to Lalamove and the services at any time without prior notice or liability if we have reasonable grounds to believe you have violated any of these terms or we think you are abusing Lalamove or the services. This will not limit our right to take other action against you that we deem appropriate to defend our rights or those of others.

4. Driver Partner Responsibilities
4.1. Participating drivers must take all reasonable precautions to prevent unauthorized persons from having access to the delivery and must also take all reasonable precautions against loss or damage to the delivery.
4.2. Participating drivers must make reasonable efforts to deliver shipments according to their respective delivery schedules, which are estimates only and are not guaranteed. However, participating drivers are not responsible (whether in contract, tort or otherwise) for delays in affecting delivery of deliveries for any reason.
4.3. Participating drivers are not responsible for any loss or damage arising out of or in connection with:
4.3.1. Delivery of the cargo specified in Clause 3.3;
4.3.2. The user's failure to determine any precautions to be taken in connection with the delivery, as required under Clause 3.5;
4.3.3. the driver's failure to perform any of his obligations herein as a consequence of circumstances beyond his control;

5. Obligations of Lalamove
5.1. The customer agrees that Lalamove's liability is liability only in the form of loss of goods. Accordingly, all other types of loss or damage are exceptions (including but not limited to loss of profit, income, interest, future profits, or loss of income resulting from loss of goods), whether the loss or damage is special or indirect, and even if the risk of such loss or damage is brought to Lalamove's attention before or after receiving the request for delivery. The customer ensures that he will bear the loss himself in accordance with the above provisions.
5.2. Lalamove's total liability in respect of any shipment shall be limited to its actual cash value, but in no case shall it exceed IDR 2,000,000 (whichever is lower). A shipment is defined as a delivery order with a unique order code and can include one or more stops. The exception to this responsibility is COD (Cash On Delivery) work as described in the clause
5.2. Customer shall not make more than one claim for each shipment and settlement of such claims shall be full and final settlement for all loss or damage in connection with such shipment. If the customer deems this limitation to be insufficient to protect himself or the shipment, then he must make his own insurance arrangements, failing which the customer will bear all risk of loss or damage in connection with the shipment. Lalamove is not responsible for offering customer cargo insurance or purchasing any insurance related to shipping. Customers who require cargo insurance or all other risk insurance must purchase such insurance from a third party without any relationship with Lalamove.

6. Exceptions In Lalamove Obligations
6.1. Lalamove will not be liable for any loss or damage arising out of or in connection with the following:
6.1.1. Orders set out in or listed in any of the points in clause 3.3
6.1.2. User's failure to specify any special precautions to be taken with regard to shipments, as required in clause 3.5, on address labels, shipping notes, waybills and/or invoices.
6.1.3. Pay-On-Site Service - Orders that require the driver to collect cash from the pick-up or drop-off point and deliver or transfer the cash to the freight forwarder.
6.1.4. Shipments of fragile goods include but are not limited to items such as cakes, flowers, glasses and musical instruments.
6.1.5. Miscoordination, wear, mismanagement, heat, misprinting, rotting, discoloration, degeneration, explosion, ignition or other hazardous, perishable, prone to corruption, brittle or fragile contents of the shipment.
6.1.6. Delay or confiscation by any government authority due to discovery of prohibited items or content.
6.1.7. Lalamove fails to perform its obligations hereunder as a consequence of circumstances beyond its control, including without limitation acts of God such as weather conditions, floods or earthquakes, work stoppages, strikes, industrial disputes, wars, government actions, accidents, traffic obstructions or congestion, mechanical damage, or other incident or
6.1.8. Any action or negligence of a party other than Lalamove, including and without limitation the user, designated party, government official or any subcontractor involved by the customer
6.1.9. Damage to fragile goods or damage to goods due to improper packaging
6.2. Lalamove will make every reasonable effort to execute delivery requests in accordance with Lalamove's delivery schedule as applicable from time to time, but this schedule is non-binding and does not form part of the contract. Lalamove is not responsible for any damage or loss caused by delays in the delivery schedule.
6.3. Lalamove will not be liable for any delay or non-delivery of shipments arising out of or in connection with the withholding of shipments by any government authority.
6.4. Lalamove will not be liable for any indirect or consequential loss or damage, including without limitation any loss of profits, income, interest, future business or anticipated savings, even if the risk of such loss or damage is known to Lalamove before or after receipt of the shipment.
6.5. For the avoidance of doubt, Lalamove will not be responsible for the delivery of goods before the shipment is accepted by Lalamove for delivery.

7. Claim
7.1. Each claim must be submitted within 24 hours after the delivery is completed, if it fails to submit a claim within that time, then Lalamove does not have any obligation to respond to the submitted claim.
7.2. Each claim must be submitted in writing, accompanied by the delivery order number, contact information, and other supporting documents requested by Lalamove and submitted to the following email address: support.jkt@lalamove.com
7.3. Claims are limited to one claim per delivery order, settlement of claims must be full and final settlement for all loss or damage related to such claim.
7.4. Without prejudice to article 6 and provided that Lalamove is satisfied that the user's claim is justified, Lalamove's liability for loss of or damage to the delivery goods shall be limited to the value of the delivery goods or Rp. 2,000,000 per delivery order (whichever is lower).
7.5. In the event of damage to the shipment of goods, the amount of compensation by Lalamove will be based on Lalamove's assessment of the extent of the damage and the actual cash value of the contents of the shipment provided, the amount of compensation must not exceed the compensation limit. In case of loss of or damage to the delivery item, Lalamove will have the option to replace the delivery item or make monetary compensation within the agreed compensation limit.

8. Disclaimer
8.1. The software is provided to you "as is" and although Lalamove has used its best efforts to ensure that the software will function properly on your mobile device, Lalamove does not guarantee the software's performance or the software's compatibility with your mobile device.
8.2. Lalamove is a logistics platform service and the service provided is on-demand delivery. Lalamove does not guarantee the availability of the service, the availability of vehicles through the use of the service, the accuracy of the data or information provided as part of the service or the quality of the services of the participating drivers.
8.3. Lalamove shall not be liable for any damages, claims or costs whatsoever including any consequential, indirect, incidental or loss of profits or any damage to your mobile device as a result of your use of the service or your installation and/or execution of the software even if Lalamove or its representatives have been advised of the possibility of such loss, damage or claim.
8.4. Lalamove will not be liable for any loss or damage, including any injury you may suffer as a result of your delivery, transportation or travel in a participating driver's vehicle chartered through the service and all of your rights in relation thereto and in connection with the contract for renting between you participating will be a matter between you and the participating driver.
8.5. Lalamove is not an agent of participating drivers or users and is not a party to a contract to employ participating drivers.
8.6. The above limitations and exceptions apply to the extent permitted by applicable law.

9. Privacy Policy
9.1. You will be asked to submit personal information to Lalamove in order to use certain functions of the Lalamove Application.
9.2. You agree that Lalamove may use your personal data (i.e. your name and contact number) provided by you to Lalamove from time to time when you use the software for the purpose of providing services.
9.3. You agree that Lalamove has the right to collect, use, store and update your personal data in such a way, for and for such a period of time as may be necessary when Lalamove provides services to you, and you confirm that the personal data provided by you is true, genuine and up to date. date.
9.4. You further expressly acknowledge that Lalamove reserves the right to transfer your personal data to the participating drivers as may be required including, without limitation for the purpose of procuring a booking to be accepted by the driver of the vehicle, confirmation/clarification of the booking information between you and the driver of the vehicle, and tracking of the vehicle that ordered when Lalamove provides services to you.
9.5. You further agree that the collection, use, storage and transfer of your personal data are generally subject to Lalamove's privacy policy and personal information collection statement, the latest version of which is at "www.lalamove.com", and you acknowledge that you have read and understand the terms before agreeing to these terms and conditions. 9.6. You agree that personal information such as your name, contact number and email address may be used for all Lalamove promotional and marketing efforts.

10. Other Provisions  .
10.1. Lalamove may from time to time change these terms and conditions on "www.lalamove.com" and it will be binding on you at the time of posting. .  
10.2. These terms and conditions will be governed by and construed in accordance with the laws of Indonesia.
10.3. You submit to the non-exclusive jurisdiction of the Indonesian courts.
10.4. Lalamove reserves the right to change the above terms and conditions at any time without prior notice.

11. Rules of Use
11.1. You may not use the software for or promote any illegal act.
11.2. You may not use the software to generate email advertisements or spam emails.
11.3. You may not use the software in any way to track, stalk, harass or harm anyone.
11.4. You must not interfere with or destroy the operation of the software or the servers/networks connected to the software; Nor does it violate any network requirements, processes, or terms and conditions stated when using the software.

12. Rules of Use
12.1. No cancellation fee is charged as long as the order is canceled and communicated 30 minutes before the start of the pick-up time. As long as the order is cancelled, the Lalamove app wallet will automatically cancel the transaction to debit the funds.

13. Promotion
13.1. Lalamove will run promotions from time to time. All promotions provided are subject to applicable regulatory requirements. Lalamove reserves the right to revise, suspend or discontinue these requirements or terms and conditions at any time and Lalamove may cancel the offer at its sole discretion without prior notice.