PLEASE READ THESE SERVICE TERMS CAREFULLY BEFORE REQUESTING OR USING THE LIFT & CARRY ASSISTANCE SERVICE.

These Lift & Carry Assistance Service Terms (“Service Terms”) form part of the Lalamove Malaysia User Terms and Conditions (“Terms”). Capitalised terms used but not defined in these Service Terms have the meanings given to them in the General Terms.

By requesting or using the Lift & Carry Assistance Service through the Platform, you agree to be bound by these Service Terms and the General Terms.

If there is any conflict or inconsistency between these Service Terms and the General Terms concerning the scope, eligibility requirements or charges for the Lift & Carry Assistance Service, these Service Terms shall prevail to the extent of that conflict or inconsistency. In all other respects, the General Terms shall continue to apply.

 

1. Lift & Carry Assistance enables Users to request eligible loading, unloading and carrying assistance from Driver Partners in connection with a shipment booked through the Platform. Available options may include:

(a) the loading and unloading arrangements displayed in the Platform;

(b) carrying goods by stairs where a suitable lift is unavailable or cannot be used (“Stair Carry”); and

(c) assistance with eligible goods requiring more than one person to handle safely because of their weight, size or handling characteristics (“Oversized/Heavy Goods Assistance”).

Stair Carry and Oversized/Heavy Goods Assistance are available for eligible orders, subject to the service options and locations supported through the Platform. The assistance options available for each order will be displayed through the Platform before order confirmation.

Only the assistance selected and confirmed for the order is included. Selecting one option does not automatically include another option.

 

2. Where “At vehicle” is selected, the loading and unloading point will be the agreed location at the vehicle, subject to safe and lawful access. Assistance beyond that point is not included unless expressly included in the confirmed order. Where “Door-to-door” is selected, assistance will be provided between the vehicle and the accessible collection or delivery doorstep identified for the order, subject to the applicable Stair Carry selection and safe access. Door-to-door assistance does not include moving goods between rooms, installation or other work within the premises unless expressly stated in the confirmed service scope. 

 

3. You must accurately declare the number of floors requiring Stair Carry at each applicable stop in accordance with the floor-counting instructions displayed in the Platform. Where a lift is unavailable, out of service, unsuitable for the goods or cannot lawfully be used, you must select the applicable Stair Carry option or request an approved amendment to the order before the additional work begins. Stair Carry is subject to the applicable floor limits, access conditions and handling restrictions disclosed before order confirmation. 

 

4. You must declare the number of goods requiring Oversized/Heavy Goods Assistance and provide accurate information about their dimensions, weight and handling requirements where requested. Selecting this option does not increase the selected vehicle’s capacity or guarantee that any particular item can be handled safely. Goods must comply with the applicable vehicle limits and the item-specific handling restrictions disclosed through the Platform. Any personnel or equipment included in this option will be as expressly described before order confirmation. 

 

5. You must provide sufficient, accurate and practicable instructions and ensure that the goods are ready for collection, appropriately packed and safe to handle. You must disclose relevant access restrictions, including stairs, narrow passages, parking restrictions, building rules and lift limitations, and obtain the permissions reasonably required for collection and delivery. You represent that you own the goods or are authorised by their owner to request the service and permit access to the relevant premises. 

 

6. Unless expressly included in the service description, Lift & Carry Assistance does not include packing or wrapping, dismantling or assembling furniture, disconnecting or installing appliances, removing fixtures, hoisting goods through windows or balconies, or specialist lifting work. Any request for additional work must fall within the services permitted through the Platform and follow the approval process in clause 7.

 

7. Applicable charges are calculated using the selected service options and declared service parameters and will be displayed before order confirmation. If the actual requirements differ from those declared, the Driver Partner may request an amendment through the Platform or another process expressly authorised by Lalamove. The proposed changes and any additional charges must be communicated to and approved by you before the additional work is performed. A Driver Partner’s assessment of the work required does not, by itself, authorise an additional charge. 

 

8. A Driver Partner may decline or stop the affected assistance where reasonably necessary because the goods, access conditions, available personnel or equipment make the work unsafe, unlawful or outside the confirmed service scope. Where practicable, the reason will be explained to you and available alternatives discussed through the Platform or customer support. Payment of an additional charge does not require a Driver Partner to perform unsafe or prohibited work.

 

9. If Lift & Carry Assistance was not selected when the order was placed, the Driver Partner is not obliged to provide it. Any subsequent request is subject to eligibility, availability, safe handling requirements and an approved amendment to the service scope and charges before the assistance begins.

 

10. If the assistance cannot proceed, the parties may agree to a permitted alternative, continue with the unaffected part of the order or cancel in accordance with the applicable cancellation policy. Charges for completed work, any cancellation fee and the treatment of charges for unperformed assistance will be determined under the policy disclosed before order confirmation and Applicable Law. You may raise a disputed charge or service issue through Lalamove customer support live chat.

 

11. Lift & Carry Assistance is provided by the Driver Partner. Lalamove provides the Platform through which the service is requested and arranged. The liability provisions in the General Terms apply, subject to these Service Terms and Applicable Law. Nothing in these Service Terms excludes or restricts any right, remedy or liability that cannot lawfully be excluded or restricted.