Last Modified: 6th November 2024

These Terms and Conditions (“Terms”) govern the access or use by you of the information service platform (“Platform”) through our mobile applications, website, and applications (together “Applications”) to receive services made available by Lalamove Malaysia Sdn Bhd, a company incorporated in Malaysia with CCM registration number of 201801015185 (1277201-W) with its registered office at B-9-1, Level 9, Tower B, Plaza 33, No. 1 Jalan Kemajuan, Seksyen 13,46200 Petaling Jaya, Selangor Darul Ehsan. (“Lalamove”).

Please make sure to carefully read through these Terms before accessing or using the Platform. These Terms whether stated or otherwise referenced herein set forth rights and obligations and constitute a legal agreement between Lalamove and you.

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

• you have read and understand, as well as will comply with these Terms;

• you have read and understand, as well as you will comply with Community Guidelines;

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

• you also acknowledge and agree that you have the authority to enter into these Terms 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;

• you agree and understand that Lalamove is a technology service company that has the sole purpose of providing a space via our Platform to connect the users of the Platforms together and facilitate the users of the Platform only; Lalamove is not and does not provide transportation services, nor employer/principle/deemed principle of the Driver Partner; and

• you will not use Lalamove’s services for illegal, fraudulent, criminal, dishonest activities, or any other purposes other than the purpose of rightfully receiving Services as specified herein.

You also acknowledge and agree that you have the authority to enter into these Terms 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.

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

In these Terms, the words “you” or “your” refer to all individuals and other persons who access or use the Platform, including, without limitation, any organizations that enroll or otherwise access or use the Platform through their respective representatives or employees (“User(s)”).

In these Terms, “Applicable Law” means applicable Malaysian 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.

We reserve the right to change these Terms from time to time. If we make changes, we will notify you by revising the date at the top of the Terms 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 periodically to stay informed about our practices. Whenever we make changes to these Terms, they are effective when the revised Terms are posted unless we notify you otherwise. If you continue to use the Platform after the revised Terms have been posted, then you will be deemed to have accepted the changes to these Terms.

1. Our Platform

1.1 Lalamove acts as a Platform are meant to connect Users and independent third party Driver partners (“Driver Partner” ) who provide on demand transportation, logistics and/or delivery services ("Service"). The transportation and/or logistics services provided by the Driver Partner could be availed/requested through the use of the Platform supplied by Lalamove ("Request").

1.2 The services provided by Lalamove (“Services”) are meant to connect Users and independent third party Driver Partners (“Driver Partner”) who provide transportation, logistics and/or delivery services. The transportation and/or logistics services provided by the Driver Partner could be availed/requested through the use of the Platform supplied by Lalamove.

1.3 You acknowledge that Lalamove by itself or any of its affiliates does not own, employ or provide transportation and/or logistics services or function as a transportation carrier and that all such transportation, or logistics services are provided by Driver Partners.

1.4 Lalamove is not liable or jointly liable with the Driver Partner for Driver Partner's actions, omissions or negligence. In any case, the Driver Partner is not employee, agent, representative, or personnel of Lalamove.

2. Use of the Software

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

2.1 you are permitted to install a copy of the Software on your mobile device for your use;

2.2 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;

2.3 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;

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

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

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

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

2.8 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.

3. Use of the Services

3.1 User Account

3.1.1 In order for you to use the Services, you are required to register for a personal account (“Account”) with Lalamove. During Account registration, you are obligated to provide your personal information, such as your name, contact information, Location/GPS information, NRIC/Passport as well as other relevant information directly or indirectly in accordance with Lalamove’s Privacy Policy.

3.1.2 Once the Account registration is successfully completed with Lalamove, you will be provided with an Account, accessible with a password of your choice. The Services or Platform may be restricted/limited based on your resident jurisdiction because of age, in such cases you must abide by the age limits and not use the Services or the Platform, or due to a non-compliance or this Terms, our policy, guidelines, code of conduct, or any breach of any law, rules, regulations.

3.1.3 You agree that the details entered and maintained by you are accurate, complete, up-to-date, ready-to-use 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, up-to-date, ready-to-use and valid information may result in your inability to access and use the Services. You are responsible for all activity that occurs under your 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.

3.1.4 You must ensure that all user information, including but not limited to the user’s name, passport/ID number and contact information is accurate and that it matches both a) the user’s official document; and (b) the information submitted by the user when completing any forms on the application when making the order. In the event that any information provided by the user via the Application during the booking process does not match the information printed on the user’s ID/passport, Lalamove shall not be held liable or responsible for any loss, damage, or injury arising directly or indirectly from such discrepancies or from any incident resulting from inaccurate information provided by the user.

3.1.5 You are responsible for acquiring and updating compatible hardware or devices necessary to access and use the Services and the Applications. Lalamove does not guarantee that the Services, or

3.1.6 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 account has been compromised in any way or for any reason we may find.

3.1.7 While using the Services, you agree that:

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

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

3.1.7.3 you will not authorize others to use your Account;

3.1.7.4 you are only allowed to open a single Account;

3.1.7.5 transferring of your Account to any other person or legal entity is not permitted;

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

3.1.7.7 Lalamove holds the right to include/exclude the Users from promotional offers;

3.1.7.8 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 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;

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

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

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

3.1.7.12 you will not engage with the Driver Partner outside of the Platform directly or indirectly;

3.1.7.13 you shall not use any "deep-link", "page-scrape", "robot", "spider" or other automatic devices, 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;

3.1.7.14 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;

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

3.1.7.16 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;

3.1.7.17 you agree to grant Lalamove the right to share your information and/or permitted information with any third parties in accordance with Lalamove’s Privacy Policy;

3.1.7.18 You understand and agree that, during the time of using our Platforms as well as during the time of the Driver Partner providing Service to you through our Platform, you understand and agrees that Lalamove is entitled to monitor, review, evaluate, attend, suspend, terminate and/or proceed as it deems necessary. Lalamove shall also have the right to proceed according to official or regulatory orders or request; court order; subpoena; laws; rules; regulations; policies; or otherwise, as it deems appropriate;

3.1.7.19 In case or non-compliance or breach of this Terms or Applicable Laws, Lalamove reserves the right to terminate the Account, Service, and your ability to access of the Applications or Platform in the event of non-compliance with Terms herein, any Applicable Law, or due to any changes in our internal policy, or for any necessary reason at Lalamove’s sole discretion and deems appropriate” and

3.1.7.20 No third party is allowed to make bookings on behalf of the User.

3.2 Rules Of Use

3.2.1 Users warrant that they are either the owners or the authorized agents of the owners of the goods and materials comprising any requested shipments, and that the Users are authorized to order that the shipments be made in accordance with the Users’ instructions.

3.2.2 Users warrant that they have accepted these Terms not only for such Users but (if applicable) as agents for and on behalf of the owner of the goods and materials comprising shipments.

3.2.3 Users understand that the Driver Partners will be directed by the User’s instructions to transport the shipments to the User’s designated location. Users agree that neither the Driver Partner nor Lalamove holds title to or acquires any ownership interest in any shipments that the Users request to be delivered through the Services.

3.2.4 Users shall verify the information of the Driver Partner and vehicle and use the User’s own discretion to decide whether or not to accept the services of the Driver Partner before the shipment. Users shall be deemed to have accepted all information (including but not limited to the information of the Driver Partner and vehicle) relating to the shipment provided by the Driver, whether or not such information is identical to the User’s order information. After the shipment, User shall not hold Lalamove liable for any inconsistency between any information in the shipment and the order information.

3.2.5 Users shall give the Driver Partners sufficient, accurate and executable instructions or orders. Any extra costs arising from the difference between the Users’ provided information and the actual situation or facts involved shall be borne by the User. Any amendment or change to a User’s instructions or orders (and any pricing or cost changes triggered by such amendment or change) must be approved and updated in the Application unless otherwise permitted by Lalamove.

3.2.6 If the Driver Partners find that the actual item to be delivered does not match the item description or delivering such item would violate Lalamove Terms upon arrival at the pick-up location, Driver Partners may refuse to accept the order. Further, Lalamove may charge the User a cancellation fee or the entire order Charge.

3.2.7 Users warrant that they have complied with all laws and regulations relating to the nature, condition, packaging, handling, storage and carriage of the goods and materials comprising shipments. Users shall not dispatch (and Driver Partners are entitled to refuse transport of) any articles that are prohibited by law, dangerous or hazardous materials, perishable substances, and radioactive material. Users are liable for any loss or damages (including physical damages, lost revenues, personal injuries, financial damages or losses, or any other loss or damage) suffered by any third party as a result of a User’s breach of these Terms. Users shall provide all necessary information in respect of each Request and/or Service.

3.2.8 Users shall provide all necessary information in respect of each Request and/or Service.

3.2.9 Once the Driver Partner has completed the service for you, you can evaluate the satisfaction of the Driver Partner's services by giving ratings and/or giving your opinions. Lalamove reserves the right to use such information for the development and improvement of our platform and services.

3.2.10 Lalamove as a platform connecting users on both sides. Lalamove does not have a policy of grading or rating the presentation of products, services, or content to each type of user.

3.2.11 Users warrant that the goods to be delivered by the Driver Partner do not contain or constitute:

• Fragile items (including flowers, cakes) without proper packaging that require special handling

• Hazardous, explosive, flammable and unsafe items (including power banks)

• Valuable items and documents (e.g. cash, jewellery, gold, diamond, passport, birth certificate)

• Credit or debit cards

• Illegal substances, including duty free alcohol or cigarettes

• Live animals and plants

• Any unpacked/loose items that can be easily damaged in transit

• Items exceeding the size, dimensions or weight of the selected vehicle type

• Counterfeit goods

• Animals (live or otherwise)

• Bullion, currency in any denomination, tax stamps/stickers, bearer forms or negotiable instruments, precious metals/stones

• Real or imitation weapons including firearms or parts thereof, explosives or ammunition

• Human organs or remains (Ashes or bones)

• Pornographic material

• Any item(s) of an aggregate value exceeding MYR 500 (Ringgit Malaysia Five Hundred). You hereby agree that if you are desirous of insuring your goods, you shall procure your own insurance coverage

• Non-food items below 2kg in weight

3.2.12 Driver Partners will not open and inspect shipments nor be responsible for transporting special goods without prior agreement from the User. Except in relation to Corporate Account User, Lalamove and Driver Partners shall bear no responsibility or any legal liability resulting from the transportation of shipments.

3.2.13 Users shall ensure that shipments are adequately packed to protect against damage in the course of transmission, and also that no part of any shipments can be removed without the case, wrapper or container being torn or broken, a seal being broken or two adhesive surfaces being forced apart.

3.2.14  Users shall ensure that shipments are properly packaged so as to protect against damage to the shipments during the course of transportation, and in particular, in the case of a shipment of a fragile nature or is susceptible to damage by bending, that shipment shall be packaged in a case or container of sufficient durability and strength and shall be encased in or surrounded by sufficient and suitable protective material inside that case or container to prevent the shipment from being bent, such that the shipment is guarded against damage that may result from any force, pressure or blows to which transportation items are ordinarily subject during the course of transportation and that such fragile shipments shall bear specific words indicating its contains fragile items displayed on the face of the case or container and above the address of the named addressee.

3.2.15 Lalamove shall not be responsible for providing a protective service for transporting perishable commodities or commodities requiring protection from heat or cold. Any additional protective service (if available) is provided solely and directly by the Driver  Partner. Such commodities will be accepted for transportation solely at the User’s risk for any damages arising from the transportation.

3.2.16 Users shall provide in respect of each shipment all necessary information. In the event that the recipient is found to be absent from the address specified by the User, no other person is present to take the shipment, and no other instructions have been provided by the User, the Driver Partner will contact the User (at the number provided by User) and attempt to return the shipment back to the User. In the event the Driver Partner cannot reach the User at the number provided by User, the Driver Partner may attempt to redeliver the shipment to the recipient. You agree that the unclaimed items which the recipient or User cannot be contacted will be delivered to Lalamove’s local office. If the items remain unclaimed 14 days after receipt of the items, Lalamove can proceed with the unclaimed items at its discretion. Any fees for additional handling and further shipment transportation will be borne by the User. Should a re-transportation of items be needed, a new transportation order will be placed and billed.

3.2.17 The Driver Partner will not help with loading, unloading, moving, hauling or lifting the User’s shipment unless the Door-to-Door Service is requested by the User. Users must read and understand the relevant policies published by Lalamove. By requesting Door-to-Door Service, Users warrant that they have accepted and shall comply with all the policies published by Lalamove.

3.2.18 Applicable Law and regulations with respect to such requirements. An additional fee will be applied for Door-to-Door service, related cost is based on the Driver Partner’s sole discretion. Please find the Door-to-Door Service Terms Here.

3.2.19 Lalamove Small Open Lorry 10-ft service, by its nature, does not provide protection against adverse weather conditions, road conditions, or force majeure events. Users acknowledge and accept that goods transported using the Small Open Lorry 10-ft service may be exposed to weather elements, including rain, wind, and sun. Lalamove shall not be liable for any damages, losses, or delays arising from exposure to adverse weather conditions during transit. Users are advised to take appropriate precautions to protect their goods from weather-related damage, including but not limited to securing goods with tarpaulins or waterproof coverings.

Users are responsible for ensuring that their goods are adequately packaged and secured to withstand the rigours of transportation.

3.2.20 Lalamove shall not be liable for any damages resulting from insufficient packaging or inadequate protection of goods

3.2.21 By using the Small Open Lorry 10-ft service, users agree to release Lalamove from any liability arising from weather-related damages to their goods. Users are encouraged to consider alternative transportation options if weather protection is required for their goods.

3.2.22 Lalamove reserves the right to terminate the Account, Services and use of Application in the event of non-compliance with any of the above requirements. Lalamove reserves the right to modify, terminate or suspend the Services to you at any time, without prior notice, due to any changes in our internal policy or the Applicable Laws or any breach of these Terms by you, or for any necessary reason at Lalamove’s sole discretion.

3.2.23 If you are using Transport Services, you further represent, warrant and undertake that:
User’s use of Service is for personal use, where permitted, for the use of another person who is not yet 18 (eighteen) years old (“Unaccompanied Minor”), in which case User shall assume primary responsibility of the Unaccompanied Minor.

3.2.24 User will not use the Services for any violent behaviour and/or sexual harassment act (“Violence”):-

a)  User hereby acknowledges and understands that Lalamove is a fully committed entity for respecting the enforcement of human rights, justice and gender equality, and implementing ZERO TOLERANCE POLICY for ANY KIND AND FORM OF VIOLENCE and/or SEXUAL VIOLENCE, to repel any misinterpretation for addressing sexual violence, and to support law enforcement efforts against perpetrators and the recovery of the sexual violence victims. Such commitment includes the prevention and handling of any violence case (including sexual violence) in the use of Services.

b) User hereby understands that the definition of violence herein is any act of degrading, insulting, attacking and/or other actions against the body including sexual harassment by force, which is in contrary to the victim’s will, which causes the victim to be unable to give consent in a free state, due of the inequality of power relations and/or gender relations and/or other causes, which results in or can result in physical, psychological, sexual suffering or misery, loss economically, socially, culturally.

c) User acknowledges that Lalamove gave high attention to sexual violence affecting vulnerable groups, including Unaccompanied Minors, persons with disabilities, pregnant women, the elderly, indigenous peoples and victims of violence.

d)  User further acknowledges that Lalamove implement anti-retaliation policy, which is an act of retaliation carried out or planned by someone which can be suspected of conducting sexual violence, against someone who conducted the report of such person act, or someone who helps with the reporting or complaints, or someone who participates in the investigation. Lalamove does not tolerate vigilantism, including but not limited to intimidating, threatening, or forcing the reporters to make written or oral statements to revoke the reports.

e) User also acknowledges that Lalamove does not tolerate false report or complaints with a purpose that could be suspected of bringing down the reputation of Lalamove.

f) All violations related to Violence as described above, will be firmly dealt by Lalamove in its sole and reasonable discretion, and in accordance with your representations and warranties herein. User acknowledges and understands that Lalamove, together with law enforcement and victims or other relevant parties, may HOLD YOU RESPONSIBLE AND PUT YOU IN JAIL IN ACCORDANCE WITH THE APPLICABLE LAWS AND REGULATION.

3.2.25 Lalamove reserves the right to terminate the Account, Services and use of Application in the event of non-compliance with any of the above requirements. Lalamove reserves the right to modify, terminate or suspend the Services to you at any time, without prior notice, due to any changes in our internal policy or the Applicable Laws or any breach of these Terms by you, or for any necessary reason at Lalamove’s sole discretion.

3.3  Communication

By creating an 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 placed 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. Please visit our Privacy Policy for more details on how we process your personal information.

3.4  Promotional Offers and Credits

3.4.1 Lalamove, at its sole discretion, may make promotional offers with different features and different rates to any User. These promotional offers are subject to these Terms and may be valid only for certain Users as indicated in the offer.

3.4.2 You agree that promotional offers:

3.4.2.1 may only be used by the intended audience, for the intended purpose, and in a lawful manner;

3.4.2.2 may not be duplicated, sold or transferred in any manner, or made available to the general public, unless expressly permitted by Lalamove;

3.4.2.3  are subject to the specific terms that Lalamove establishes for such promotional offer;

3.4.2.4 cannot be redeemed for cash or cash equivalent; and

3.4.2.5 are not valid for use after the date indicated in the promotional offer.

3.4.3 You hereby authorize Lalamove reserves the right to withhold or deduct credits or benefits obtained through a promotional offer in the event that Lalamove determines or believes that the redemption of the promotion or receipt of the credit or benefit was in error, fraudulent, illegal, or in violation of the applicable promotion terms or these Terms. Lalamove reserves the right to modify or cancel an offer at any time for any reason without liability to Lalamove. Lalamove may also offer gratuitous credits to Users, which can be used for the Services. Any credit issued by Lalamove is subject to the specific terms that Lalamove establishes and may not be redeemed for cash or cash equivalent. Upon expiration, credits will be removed from your Account. Expired credits are no longer redeemable.

3.5 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, terms, conditions, warranties or representations associated with such activity, are 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.

4. Payments on the Services

4.1 Except in relation to Corporate Account User, use of the Platform is free of cost, but Lalamove reserves the right to introduce a fee for the use of the Platform. (If we introduce this fee, you will be notified, and you can decide to continue or terminate your Account).

4.2 While using the Services you understand and agree that:

4.2.1 Lalamove shall charge you any applicable taxes and any other fees that may be due for a particular use of the Service (“Charges”) for the transportation services and other services provided to you by the Driver Partner. Payment of the Charges in such manner shall be considered the same as Charges  made directly by you to the Driver Partner and such Charges may fluctuate from time to time subject to supply and demand and any other factors;

4.2.2 the Charges are due upon the order being placed and will be deducted from your Lalamove Wallet or preferred payment method designated in your Account;

4.2.3 the Charges paid are non-refundable unless otherwise determined by Lalamove on a case-by-case basis;

4.2.4 Charges  quoted are in Malaysian Ringgit  with applicable taxes where required by law;

4.2.5 any priority fee or add-on fee is voluntary, however once you select to pay those fees, they will be added into the Charges and you are obliged to pay them;

4.2.6 Lalamove reserves all right to adjust the charges based on actual circumstances;

4.2.7 any application/request for service is subject to the availability of resources. In the event any application submitted is not processed, Lalamove shall inform the User by email, text message, calls, or push notifications to the mobile device or cellphone number you provide to Lalamove;

4.2.8 Lalamove reserves its full discretion to determine whether to refund to the User the equivalent sum of the amount paid in the event Lalamove for any reason is unable to process the application/request;

4.2.9 You may elect to cancel your request for services from the Driver Partner at any time before the arrival of the Driver Partner, in which case you may be charged a cancellation fee without prior notice;

4.2.10 receipt is issued to the User when the payment for top-up or Charges is successful. A negative balance in Lalamove Wallet may lead to the unavailability of the Services;

4.2.11 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 sender/recipient have breached any of the Terms in this Agreement. 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;

4.2.12 You may cancel your request for transportation services at any time before you commence your ride with the Driver Partner that has been matched with you by the Platform;

4.2.13 If you decide to cancel your booking or do not show up at the designated location, you may be charged a Cancellation Fee or such other Cancellation Fee as Lalamove may notify from time to time;

4.2.14 If you feel you were incorrectly charged a Cancellation Fee, you may contact Lalamove via live chat at the help center; and

4.2.15 Lalamove reserves its absolute discretion for any refunds to you and such refunds may be credited to the payment method you used for the journey, or the Lalamove Credits or such other method as is deemed reasonable by Lalamove. 

4.3 You can choose to pay for the Charges by the following methods:

4.3.1 Cash Payment:

Cash payment towards the Charges shall be borne by you.

4.3.2 Electronic Payment Gateways:

You may settle the Charges through third-party Electronic Payment Gateways. The process of the payment is subject to the confirmation from the third party payment processor ("Payment Processor"). Lalamove is not responsible for any errors on the Payment Processor’s end. Lalamove shall not be responsible for any unauthorized use of your Electronic Payment Gateways during or after availing the Services.

4.3.3 Lalamove Wallet:

Lalamove offers you the facility to make top-up and purchase credits through Lalamove Wallet. This facility is only allowed for IN-APP service requests. Lalamove has the absolute right to revise the prices of any credit packages or credit amount/limits where applicable without giving prior notice. All credits are pre-paid and are not exchangeable, returnable nor refundable once sold unless required by the Applicable Law or otherwise determined by Lalamove at its own discretion. You may top up your Lalamove Wallet through the following means:

4.3.3.1 Electronic Payment Gateways:
You may top-up and purchase credit through Lalamove Wallet powered by a Payment Processor. The processing of the credit of the balance in your Lalamove Wallet is subject to the confirmation from the Payment Processor. Lalamove is not responsible for any errors on the Payment Processor’s end. Lalamove shall not be responsible for any unauthorized use of your E-Wallet payment instruments during or after your top up of your Lalamove Wallet.

4.3.3.2 Credit Card:

Lalamove offers you the facility to make payments through a credit card enabled by Payment Gateways (“PGs”) or Payment Processors provided by any of Lalamove’s affiliates or partners or unrelated third parties. You agree and undertake to share relevant payment details including credit/debit card details (“Card Details”) with the PGs and the Payment Processors for the successful completion of payment towards total transaction amount to Lalamove and authorize the PGs and the Payment Processors to complete such transactions. In this respect, it is clarified that all PGs and the Payment Processors whose services are utilized for the purposes of the Services shall be PCI-DSS (“Payment Card Industry – Data Security Standard”) compliant. Your authorization will remain in effect as long as you maintain an Account in the Platform. In the event you delete your Card Details with the PG or the Payment Processors or if you delete your Account, the PGs or the Payment Processors will not process any further transactions initiated by you. Your authorization under this clause is subject to any other terms and conditions of the PGs and the Payment Processors. Lalamove shall not be responsible for any issue from payments via credit/debit cards. Any payment related issue, except when such issue is due to an error or fault of Lalamove, shall be resolved between you and the PGs or Payment Processors. The processing of the credit or payment, as applicable, are subjected to all applicable terms and conditions, privacy policies and other terms of applicable PGs or Payment Processors and your credit/debit card scheme in addition to these Terms. Lalamove cannot be held responsible for any errors or faults resulted from the Payment Processors.

4.3.3.3 Bank-in:

Lalamove shall process the application/request for top-up through bank-in only after the User's payment is cleared by the bank appointed by Lalamove and upon approval by Lalamove.

5. Intellectual Property Ownership

5.1 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 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.

5.2 By providing content, information or materials (“User 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 User 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.

5.3 You acknowledge that Lalamove only acts as a passive channel for the distribution of the User Content and is not responsible or liable to you or to any third party for the content or accuracy of the User Content. Lalamove shall not be continuously monitoring User Content published by you or moderating between Users, 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 User Content do not necessarily represent those of Lalamove.

5.4 Any use by you of the User Content is entirely at your own risk. You represent and warrant that any User 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.

5.5 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 User Content posted or transmitted by you or your other use of the website, the Service or the Application.

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

5.7 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.

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

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

5.8.2 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

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

5.9 These Terms do not constitute a sale and do not convey to you any rights of ownership in or related to the website, the Application or the Service, or any intellectual property rights owned by Lalamove.

6. Disclaimers

6.1 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.

6.2 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.

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

6.4 Lalamove does not control, endorse or take responsibility for any User 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.

7. Limitation of Liability

7.1    Except in relation to Corporate Account User, Lalamove is not responsible and shall not be held liable for:

7.1.1 damage/defect/change of item/property from its original state due to substandard packaging;

7.1.2 item/property already damaged/defected/changed before the start of the transportation;

7.1.3 quality of the Services as it is entirely dependent on the Driver Partner, who is ultimately providing you the transportation and/or logistics services;

7.1.4 any booking that is not accepted;

7.1.5 any damages resulting from the use of or inability to use the Services, including damages caused by wrong usage of the Services, error in call centre number, network issues, malware, viruses or any incorrectness or incompleteness;

7.1.6 appropriateness of mobile or email or any other communication medium. You shall be responsible for immediately reporting the errors, if any, occurred in the information sent to you regarding booking confirmation;

7.1.7 any direct, indirect, punitive, incidental, special or consequential damages or for any damages whatsoever, including profit and loss, whether based on contract, tort, negligence, strict liability or otherwise, even if Lalamove has been advised of the possibility;

7.1.8 any lost items during the Services, Lalamove will try to locate the items on a "best-effort" basis but is not responsible for any loss or damage of such items;

7.1.9 The car can carry up to four people, with seatbelts for everyone: one for the driver and three for passengers; and

7.1.10 Users may receive personal accident coverage in accordance with Ride Coverage policy. Lalamove reserves the right to choose eligible User(s) for this coverage.

7.2 For the delivery of food, cake or pastry, these items shall be packed in stable and secure packaging. Each item shall stick to and be stable on the base. The base needs to be fixed with the outer packaging to avoid sliding during delivery. The packaging material must have appropriate space to avoid direct collision and friction with the packaging. Cakes that cannot be frozen are not recommended for delivery. The height and weight of the decorations on the top of the cakes have certain delivery risks. Please evaluate the risks before placing an order for delivery.

7.3 Only car and larger vehicle orders will be processed for compensation if there is damage during delivery.

7.4 You acknowledge and agree that your access and use of the Platform and procurement of any transportation, logistics and/or delivery services is at your own risk, and Lalamove shall not be responsible for any lost, stolen, damaged or destroyed goods. You hereby agree that if you are desirous of insuring your goods, you shall procure your own insurance coverage.

7.5    Passenger Transport:

7.5.1 Lalamove is not responsible and shall not be held liable for:

7.5.1.1  death, personal injury of the passenger/Driver Partner caused by passenger/Driver Partner's negligence and/or non-compliance with the applicable laws.

7.5.1.2 indirect, incidental, exemplary, punitive or consequential damages arising from or related to the Passenger Transport provided by the Driver Partners.

7.5.1.3 personal injury, property losses or damage arising while using Passenger Transport or other services provided by the Driver Partners.

7.5.2 To the extent permitted by Applicable Law, Lalamove shall have no liability in connection with Passenger Transport. Unless otherwise states, to the fullest extent permitted by Applicable Law, in no event shall Lalamove’s aggregate liability arising out of or in connection with these Terms or the Services rendered hereunder, whether in contract, tort (including negligence, product liability, or other theory), warranty, or otherwise, exceed the Charges of the order.

7.5.3 In cases where Lalamove has made efforts to resolve complaints or disputes but the situation exceeds its capacity and authority, Lalamove will advise the User to bring the matter to the relevant authorities for resolution in accordance with legal regulations.

7.5.4 Lalamove may request Users to provide information and evidence related to transactions (video recordings, images, VAT invoices, etc.) for verification, clarification of the incident, and determining appropriate actions in the event of complaints or disputes. Failure to provide relevant evidence may lead to prolonged resolution times for complaints and may impact the outcome.

8. Damage Claims

8.1 You acknowledge and agree that your access and use of the Platform and procurement of any transportation, logistics and/or delivery services is at your own risk, and Lalamove shall not be responsible for any lost, stolen, damaged or destroyed goods. You hereby agree that if you are desirous of insuring your goods, you shall procure your own insurance coverage.

8.2 Except in relation to Corporate Account User where you elect not to use any insurance service, Lalamove shall nevertheless reimburse you the cost for any lost, stolen, damaged or destroyed goods transported by a Driver subject to a maximum amount of up to RM100.00 (for non-corporate clients) or up to RM400.00 (for corporate clients that have a corporate account with Lalamove) per delivery, subject to the provision of proof of evidence to the satisfaction of Lalamove such as receipts, invoices and photographs of any damaged items. The reimbursement will be transferred directly to your Lalamove wallet.

8.3 Any claims must be made within 24 hours after the delivery has been completed, failing which Lalamove shall have no liability whatsoever. Users must submit all claims using live chat with our customer service team by providing evidence and relevant proof of the value of the goods with photos. Our customer service team will get back to you within 7 working days.

8.4 For delivery or transportation requests, you can contact Lalamove via Help Center or on the Lalamove application for any assistance or contact for any coordination

9. Indemnity

9.1 By accepting these Terms and using the Service, you agree that you shall defend, indemnify and hold Lalamove, its affiliates, its licensors, and each of their officers, directors, other users, employees, attorneys and agents harmless from and against any and all claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs) arising out of or in connection with:

9.1.1 your violation or breach of any term of these Terms or any Applicable Law or regulation, whether or not referenced herein;

9.1.2 your violation of any rights of any third party, including Driver Partner arranged via the Platform; or your use or misuse of the Service.

10. Governing Law

Except as otherwise set forth in these Terms, these Terms shall be exclusively governed by and construed in accordance with the laws of Malaysia. In the case of cross-jurisdictional orders (e.g. Philippines users placing Malaysia order), Lalamove reserves all rights and shall have full discretion to decide on the applicable terms and conditions on a case-to-case basis. Any dispute, controversy or claim arising out of or relating to these Terms, or the breach, termination or invalidity thereof, shall be settled by mediation, arbitration or courts of Malaysia as Lalamove deems appropriate.

11. General

11.1 These Terms, 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 bind and inures to the benefit of each party and the party’s successors and permitted assigns.

11.2 If any provision of these Terms is held to be illegal, invalid or unenforceable, in whole or in part, under any law, such provision or part thereof shall to that extent be deemed not to form part of these Terms but the legality, validity and enforceability of the other provisions in these Terms shall not be affected. In that event, the parties shall replace the illegal, invalid or unenforceable provision or part thereof with a provision or part thereof that is legal, valid and enforceable and that has, to the greatest extent possible, a similar effect as the illegal, invalid or unenforceable provision or part thereof, given the contents and purpose of these Terms.

12. Language Versions

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

13. Corporate Account User-Specific Provisions for delivery or transportation services

In addition to the Terms, this section applies to you ("Company”) and your authorized personnel upon your completion of sign-up for Corporate Account at https://web.lalamove.com/register/business.

13.2 Corporate Account User

13.2.1 You acknowledge and understand that your authorised personnel (“Authorized User”) must (i) download and install the Application on a compatible device, (ii) register for and maintain an active personal Account (“Active Account“) until the Corporate Account is terminated.

13.2.2 You shall provide Lalamove with (i) such Active Account holder’s name, (ii) the Active Account holder’s company email address on the top-level domain of yours (e.g., name@companydomain.com), and (iii) other identifying information about the Active Account holder as reasonably requested by Lalamove. Lalamove will identify the Active Account and link such Active Account with your Corporate Account. The Authorized User will be able to access to Corporate Account features upon the satisfaction of the above steps ("Corporate Account User”).

13.2.3 You will be responsible for any acts or activities of the Corporate Account User. The Corporate Account User shall be entitled to access to (i) Corporate Order Record, (ii) Corporate Wallet, (iii) Corporate Favorite Drivers, (iv) Corporate Statements. You agree to pay all charges incurred under Corporate Order Record, as well as any applicable fees incurred by Corporate Account Users.

13.3 Account Administration

13.3.1 Lalamove’s primary contact with you shall be by way of your appointed administrator set forth in the sign-up page (“Company Admin”). The Corporate Account's page may enable you to (a) view a current list of all Authorized Users who have been invited and Corporate Account User who have been linked, (b) provide additional Data to invite additional Authorized Users, (c) revoke any Corporate Account User’s access (d) view relevant order information and review balance activity using Portal Data, (e) manage and update the Authorized Users on file, (f) view current, appoint new, and remove Company Admins. You agree to use Portal Data solely for legitimate business purposes including, but not limited to, business expense processing, accounting, and budgeting purposes. Lalamove reserves the right to add, remove and update features and functionality of the Corporate Account at any time without any notice to you.

13.3.2 You agree to (a) maintain all Portal login credentials in confidence, (b) only permit the Company Admin to access the Portal, and (c) update all information of the Company Admins to ensure that it is current, accurate, and complete. You shall be responsible for all activities that occur under your Portal login credentials including keeping and maintaining an accurate list of Authorised Users and current Corporate Account User.

13.4 Charges and Corporate Wallet

13.4.1 Charges

Lalamove reserves the right to charge a premium for Corporate Account.

13.5 Lalamove Corporate Wallet

13.5.1 In the Corporate Account, Lalamove offers you the facility to make top-up and purchase credits through Lalamove Wallet. This facility is only allowed for IN-APP service requests.

13.5.1.2 Lalamove has the absolute right to revise the prices of any credit packages or credit amount/limits where applicable without giving prior notice.

13.5.1.3 All credits are pre-paid and are not exchangeable to Personal Account Wallet, returnable nor refundable once sold unless required by the Applicable Law or otherwise determined by Lalamove at its own discretion.

13.5.1.4 You agree that Company is responsible for all charges incurred under the Corporate Account or by Corporate Account User regardless of whether a such charge is authorized by the Company.

13.6 API Access

Lalamove provides service via API integration, you can refer to the details of Lalamove API Terms & Conditions.

13.7 Warranties

You further represent and warrant that: (a) you have all rights and permissions necessary to provide Lalamove with the Data and any other information provided to Lalamove hereunder in connection with the Service; (b) you have obtained consent from the Authorised Users to provide Lalamove with any personal data in connection with the Service, (c) you have notified, and obtained consent from Authorised Users that Lalamove will provide them with the detailed order information for the Services or other bookings charged to your Corporate User Account.

13.8 Protection Promises

Loss, theft, damage or destruction of Shipments of orders made by the selected Corporate Account Users are subject to the protection promises made available by Lalamove in accordance with Goods Protection Promises. Lalamove reserves the right to select Corporate Account Users covered by the Goods Protections Promises.

Last Modified: 5th June 2024

This Lalamove Driver Partner Terms of Use (“Terms of Use”) governs the access or use by you (the “Driver Partner) of the information service platform (“Platform”) through our mobile applications, website applications (together “Applications”) or websites to receive services made available by Lalamove Malaysia Sdn Bhd, a company incorporated in Malaysia with its registered office at No 32, Jalan 16/1, Seksyen 16, 46350 Petaling Jaya, Selangor (“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 Driver Partner.

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

• you have read and understand, as well as will comply with these Terms of Use;

• you have read and understand, as well as you will comply with Community Guidelines;

• you acquire any and all the legal rights, permit, licenses, certifications, and other legal requirements in providing the Transportation Service through Lalamove’s Platform;

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

• you have the authority to enter into these Terms of Use personally; and  

• you agree and understand that Lalamove is a technology service company that has the sole purpose of providing a space via our Platform to connect the users of the Platforms together and facilitate the users of the Platform only; Lalamove is not and not provide transportation services, your employer, principle, nor deemed principle.

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 Malaysian 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 PLATFORM

1.1 Lalamove acts as a platform and meant to connect the demanders of transportation, logistics and/or delivery services (including but not limited to small businesses, commercial customers and individual customers, collectively “Users”) and independent third-party Driver partners  (“Driver Partners”) who provide transportation and/or logistic services (“Services”). The transportation and/or logistics services provided by the Driver  Partner could be availed/requested through the use of the Platform supplied by Lalamove (“Request”). 

1.2 You acknowledge and agree that Lalamove only provides you and Users with neutral, independent third-party information matching services. The Services provided by Driver Partner shall not be deemed to be provided by Lalamove. Lalamove is not responsible for the acts and/or omissions of any Driver Partners, and any liability in relation to the Services shall be borne solely by Driver Partners.

1.3 You understand that our Services provided to you and its content, settings, service fee, connection, function, display, order request, features, or terms and condition entails might be different in each service categories as it depends on the categories of services you registered your Driver Partner Account (as defined below) and approved to provide through the Platform.  

1.4 You affirm that your relationship with Lalamove is independent, not employer and employee relationship. Additionally, no joint venture, partnership, employment, or agency relationship exists between Driver Partners and Lalamove as a result of this Terms of Use or use of the Platform. Even if a Driver Partner chooses on their own or is required to wear a uniform or use Lalamove signage, sticker or identification badge, Driver Partner agrees and acknowledges that use of any signage, sticker or identification badge or any other items purchased and received from Lalamove does not lead to an inference of being an employee, agent and/or in partnership.

1.5 In providing the Transportation/Delivery Service, once the Driver Partner has completed the Transportation/Delivery Service to the Users, the Users can evaluate the satisfaction of the Driver Partner services by giving ratings and/or giving opinions. Lalamove reserves the right to use such information for the development and improvement of our platform and services. You also agree and acknowledge that such rating as well as other factors e.g., distance; types of vehicles; additional service; service quality; and other relevant factors might affect your experience in using Lalamove platform.

1.6 Further, during the time of using our Services and you providing the Transportation Services through our Platform, you understand and agrees that Lalamove is entitled to monitor, review, evaluate, attend, suspend, terminate and/or advice on your Transportation Services provided and any of your activities as well as non-activities occurs on the Platform. Lalamove shall also have the right to proceed according to official or regulatory orders or request; court order; subpoena; laws; rules; regulations; policies; or otherwise as it deems appropriate. 

2. USE OF THE SOFTWARE

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

2.1 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;

2.2 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;

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

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

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

2.6 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

2.7 other than the license to use the Software for Delivery 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 at all times.

3. DRIVER PARTNER ACCOUNT

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

3.2 While using the Platform and providing Transportation/Delivery Service, you are and/or may be obligated to provide your personal information, such as your name, photo, contact information directly or indirectly, ID card, Driver Partners Account details, locations/GPS  location, vehicle information, or other necessary information in accordance with Lalamove’s Privacy Policy. 

3.3 The Driver Partner acknowledges and understands that the completeness of information provided is essential. You agree that the any and all information entered and maintained by you are accurate, complete, up-to-date, ready-to-use, and valid.

3.4 Lalamove is not liable for false, incomplete, old or incorrect registration information provided by you. Your failure to enter or maintain accurate, complete, up-to-date, 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 Driver Partner Account, as well as any damages due to the discrepancies, incorrectness,  incompleteness, defects of the information provided to or through Lalamove at all time. 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.

3.5 While registration, you are obligated to provide your personal information, such as your name, photo, contact information 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.

3.6 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 unauthorised device or if the security of your Driver Partner Account has been compromised in any way or for any reason we may find just.

3.7 While using the Services you agree that:

3.7.1 you shall only access the Services using means explicitly authorized by Lalamove.

3.7.2 The platform and Services provided will solely be used by you, for your personal use and will not be resold to any third party.

3.7.3 you will not authorize others to use your Driver Partner Account;

3.7.4 you are only allowed to open a single Driver Partner Account;

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

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

3.7.7 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 sensitive 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;

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

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

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

3.7.11 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;

3.7.12 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;

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

3.7.14 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;

3.7.15 you acknowledge and agree that Lalamove may suspend you temporarily or on permanent basis when you are reported/complained/indicated committing any act of violence and/or sexual harassment, and Lalamove shall have right to conduct any examination/investigation on such report/complaint; and

3.7.16 you acknowledge and agree that any violation with respect to violence and/or sexual harassment, will be sanctioned by Lalamove in accordance with the Lalamove  Policies and the applicable laws and regulations. Hence, Lalamove shall have the right under its sole discretion to unilaterally revoke your access to use the Application and/or the Platform and, as a result, you will be immediately no longer able to use the Application;

4. DEVICE AND ACCOUNT SHARING

Driver Partners must use their own device, phone, and Lalamove app to provide delivery service through Driver Partner Account. Failure to comply may lead, among other consequences, to the seizure of incentives, delayed or deferred cashouts, or account suspension.

5. DELIVERY PARTNER WARRANTIES AND REPRESENTATIONS

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

5.1.1 After obtaining the information of Users and Delivery/Transportation, Driver Partner shall verify such information by itself. Driver Partner shall make the decision whether to accept and provide the Services at its own discretion after properly verifying the information obtained;

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

5.1.3 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 Services provided by you;

5.1.4 If applicable, you shall possess a valid driver’s license and transportation service, a Public Service Vehicle license (“PSV License”) and have obtained an e-hailing vehicle permit (“EVP”) in order to operate a motor vehicle and have all the appropriate licenses, approvals,  permits, consents, authority and mandatory insurance policies related to or in connection with your provision of the Platfom in the jurisdiction in which  you use the Service;

5.1.5  Lalamove retains the discretion to decline Driver Partner and vehicles that do not adhere to the driver and vehicle guidelines stipulated by APAD. This includes the exclusion of vehicles exceeding 15 years of age from participation in e-hailing platforms;

5.1.6 Driver Partner is obligated to undergo a medical examination at a clinic or hospital authorized by the Ministry of Health Malaysia (MOH);

5.1.7 In accordance with the APAD guidelines, E-hailing Driver Partnerare prohibited from accepting passengers who attempt to hail them from the street (street hailing) or at taxi stops;

5.1.8 In compliance with APAD guidelines, IBL license holders are required to ensure that their drivers adhere to providing services in accordance with the orders received on the platform. Furthermore, Driver Partner are prohibited from engaging in price negotiation with the customer subsequent to accepting the order;

5.1.9 If applicable, you own or have the legal right and authority to operate, the vehicle, equipment, premises or any other matter or thing  which is involved or used in the course of your provision of the Platform;

5.1.10 If applicable, you have a valid policy/ies of liability insurance (in industry-standard coverage amounts in connection with your provision of the Platform.);

5.1.11 If applicable, you shall possess a valid policy of private vehicle insurance and e-hailing insurance (in industry-standard coverage amounts) to operate the vehicle as required by the relevant authorities and any other applicable regulation for the operation of the vehicle. You shall ensure your e-hailing insurance covers any and all anticipated and unforeseeable losses in relation to damages to the vehicle, any claims, personal injury and death of user, as well as third-party coverage whilst operating as a Driver  Partner. You shall ensure that your e-hailing insurance is purchased and effective on or before you start to deliver the service and a copy of the same shall be submitted to Lalamove on the app;

5.1.12 You shall obey all local  laws related to your provision of the Platform and will be solely responsible  for any violations of such local laws and you acknowledge that Lalamove has the right to carry out background search on you from time to time, to ensure that you are not directly or indirectly involved in a criminal action or being investigated for a criminal allegation or implicated in a criminal proceeding;

5.1.13 You shall not contact the User for purposes other than in connection with the Service;

5.1.14 You shall not reverse look-up, trace or seek to trace any information on any other user of or visitor to the Application, or any User, including without limitation any user account not owned by you, to its source, or exploit the Application or   any service or information made available or offered by or through the  Application, in any way where the purpose is to reveal any information, including but shall not be limited to personal identification information, other than your own information, as provided for by the Application;

5.1.15 You are aware that when responding to User, standard telecommunication charges may apply which shall be solely borne by you;

5.1.16 If you are required to and do sign up for an account on behalf of your employer, your employer shall be the owner of the account, and you represent and warrant that you have the   authority to bind your employer to the Agreement;

5.1.17 You are strictly forbidden to use the Service for other purposes such as but not limited to data mining of Lalamove’s information or information related to the Application or the Service. A breach hereof constitutes a grave offence and may be treated as industrial espionage or sabotage and Lalamove reserves the right to take such action as may be appropriate or permitted under the law against you, and/or any person, whether natural or artificial, directing or instructing you, in the event you use the Service other than for the purpose for which it is intended to be used;

5.1.18 You shall not pick up passengers who made booking outside of official Platform;

5.1.19 You are prohibited from accepting and executing both Delivery and transportation services concurrently;

5.1.20 Without prejudice to any other provisions, information which you have submitted to us for your registration as a Driver Partner on the Platform, which may include your personal data as described in the Privacy Policy, may be linked to the account on the Platform or otherwise be temporarily displayed in the course of the Services on the Platform. You hereby give your consent to such use of information for the purposes of the Solutions, and to facilitate your use of the Platform. Your use of the Platform or any part thereof may be monitored   by us or a third party service provider to provide you with information on   your business and account as well as better services. You further agree that any personal data you receive via the Platform or otherwise in connection with the Service shall only be used for the direct and specific purpose for which you are originally provided the personal data, and such personal data shall be deleted or anonymized once the personal data is no longer required to be retained for the said purpose. For the avoidance of doubt, when you are provided with personal data of a User via the Platform for the purposes of obtaining prior confirmation to amend an order placed, you shall only use the personal data provided for that sole purpose and remove it as soon as you no longer need the data for that purpose;

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

5.1.22 You shall, at all times while you are providing Services, hold a valid driver’s licence and all other required licences, permits, registrations, approvals and/or authorities required to provide Services within the jurisdiction in which you have been registered by Lalamove to provide Services. 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;

5.1.23 Aside from the Platform, you shall be responsible for providing all of the equipment necessary to perform the Services. You shall hold title or otherwise have sufficient rights in the equipment you will use to provide Services. Driver 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, Driver Partner assumes all risk of damage or loss to its equipment;

5.1.24 With the exception of service, you shall not use a vehicle other than your registered vehicle to provide Services 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;

5.1.25 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 Services (if applicable) and maintain, at your expense, such other policies as someone providing Services would prudently maintain as well as any other minimum insurance cover which Lalamove requests you 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;

5.1.26 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 Services;

5.1.27 Lalamove will not be held liable and responsible for any sanctions, penalties and fines as a result of the Driver Partner’s failure to comply with any applicable laws and regulations. You agree to assume full responsibility and liability for all loss or damage suffered by yourself, the User, Lalamove or any third party as a result of any breach of any applicable terms and conditions (including but not limited to the Driver Partner’s terms and conditions and Lalamove Terms and Policies) and any applicable laws and regulations.

5.1.28 the provision of Service and any other Services contemplated by these Terms of Use; and

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

5.2 You will not conduct any violent behaviour and/or sexual    harassment act (“Violence”) while performing the Services:

5.2.1 you hereby acknowledge and understand that Lalamove is a fully committed entity for respecting the enforcement of human rights, justice and gender equality, and implementing ZERO TOLERANCE POLICY for ANY KIND AND FORM OF VIOLENCE and/or SEXUAL VIOLENCE, to repel any misinterpretation for addressing sexual violence, and to support law enforcement efforts against perpetrators and the recovery of the sexual violence victims. Such commitment includes the prevention and handling of any violence case (including sexual violence) in the use of Services;

5.2.2 you hereby understand that the definition of violence herein is any act of degrading, insulting, attacking and/or other actions against the body including sexual harassment by force, which is in contrary to the victim’s will, which causes the victim to be unable to give consent in a free state, due of the inequality of power relations and/or gender relations and/or other causes, which results in or can result in physical, psychological, sexual suffering or misery, loss economically, socially, culturally;

5.2.3 you acknowledge that Lalamove  gave high attention to sexual violence affecting vulnerable groups, including Unaccompanied Minors, persons with disabilities, pregnant women, the elderly, indigenous peoples and victims of violence; and

5.2.4 all violations related to Violence as described above, will be firmly dealt by Lalamove in its sole and reasonable discretion, and in accordance with your representations and warranties herein. User acknowledges and understands that Lalamove, together with law enforcement and victims or other relevant parties, may HOLD YOU RESPONSIBLE AND PUT YOU IN JAIL IN ACCORDANCE WITH THE APPLICABLE LAWS AND REGULATION; and 

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

5.3 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 Service, until you have secured a replacement insurance policy. Should you be providing Services without having any valid insurance policy, you hereby undertake to hold harmless Lalamove from any damages, accident, or incident occurred. 

5.3.1 You agree that you understand and are aware of the applicable tax laws; therefore, you acknowledge and agree that Lalamove has and reserves all rights to withhold and pay, among other taxes, income tax and value added tax from any consideration you may be entitled to under this agreement according to the applicable tax laws. You further agree that no dispute, claims, objection, complaints shall arise directly or indirectly against Lalamove regarding the taxes withheld

5.3.2 You shall obey all Applicable Laws related to Services 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.

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

5.4  If Driver 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 Driver Partner Account. Driver Partner shall bear all damages or losses arising therefrom. Driver Partner shall also compensate for all losses suffered by Lalamove, its affiliates, its partners and/or any other third party due to Driver Partner's failure to comply with the above warranties and representations.

6. COMMUNITY GUIDELINES

6.1 Driver 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 these Terms of Use, any conduct against Lalamove Delivery Guidelines will constitute a breach of these Terms of Use, giving Lalamove the right to temporarily lock or permanently deactivate your Driver Partner Account.

6.2 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 these Terms of Use.

6.3 Driver 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. Driver 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 Delivery or as required by law. Unauthorized disclosure of such Confidential Information will constitute a material breach of these Terms of Use, giving Lalamove the right to temporarily lock or permanently deactivate your Driver Partner Account.

6.4 If Driver 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 Driver Partner Account. Driver Partner shall bear all damages or losses arising therefrom. Driver Partner shall also compensate for all losses suffered by Lalamove, its affiliates, its partners and/or any other third party due to Driver Partner's failure to comply with the above warranties and representations.

7. PAYMENT

7.1 Driver Partner acknowledges that Users – not Lalamove - are responsible for paying all charges and fees associated with the shipment. Once the User and the Driver 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.  Driver Partner acknowledges and agrees that any payment received by Lalamove is due to the information service provided by the Platform.

7.2 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 these 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.

7.3 While you may cancel a booking for delivery, the cancellation shall be based on acceptable cancellation reasons as shown in the Application. 

7.4 Lalamove reserves the right to amend the acceptable cancellation reasons from time to time. A cancellation that is not based on one of the acceptable reasons or ignoring a booking may be counted in determining if your access to the Service will be temporarily restricted.

7.5 The User relies on you for delivery or provision of the Service. You agree that high and/or frequent cancellation rates or ignoring the User’s bookings will impair the User’s experience and negatively impact the reputation and branding of Lalamove.

7.6 Lalamove shall administer payments to you and from you through a wallet system. Your Driver 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.

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

7.7.1 Fares:
(i) Base fares - This consists of the distance fare incurred during Delivery.
(ii) 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.
(iii) Lala Coupon - This consists of the amount of promotion applied to a particular order. Promotions are typically given to Users and subsidised by Lalamove.

7.7.2 Fees and other charges
(i) Priority Fee - This relates to the additional fees a User has committed to pay prior to the Delivery with an objective to encourage speedy fulfilment.
(ii) 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.
(iii) High demand surcharge - This relates to the additional fees imposed to a particular order to encourage Delivery under super peak hours. Lalamove retains the discretion to define super peak hours based on operational needs.
(iv) Parking or Toll fees - This refers to the parking or toll charges you have incurred during Services. This shall be claimed on an actual cost basis and shall be mutually agreed on with the User.
(v) Minimum surcharge - This relates to the shortfall between the calculated fare and the pre-determined minimum fares. Lalamove reserves the right to amend the minimum fares from time to time.
(vi) 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.

7.7.3 Lalamove initiatives
(i) 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.
(ii) Driver-refer-user campaign - This is a campaign where you will receive rewards, whether monetary or non-monetary 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 a successful redemption of the promotion code to a completed order originating from a new user, you will be rewarded by Lalamove. Lalamove reserves the right to revoke rewards if we reasonably believe there are attempts to defraud Lalamove through this campaign.
(iii) Any Lalabag, Lalajackets or Merchandise purchased must be collected within 180 days from the date of purchase. Driver Partners may not collect after this specified period and Lalamove will forfeit any payment. Driver Partners are encouraged to visit the nearest Lalamove Driver centre for further clarification.

8. COMMUNICATION  

By creating a Driver 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.

9. PROMOTIONS

For the mutual benefit of both Lalamove and all Driver 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 Services 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.

10. 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.

11. INTELLECTUAL PROPERTY RIGHTS

11.1 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.

11.2 By providing content, information or materials (“Driver 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 Driver 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.

11.3 You acknowledge that Lalamove only acts as a passive channel for the distribution of the Driver Partner Content and is not responsible or liable to you or to any third party for the content or accuracy of the Driver Partner Content. Lalamove shall not be continuously monitoring Driver 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 Driver Partner Content do not necessarily represent those of Lalamove.

11.4 Any use by you of the Driver Partner Content is entirely at your own risk. You represent and warrant that any Driver 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.

11.5 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 Driver Partner Content posted or transmitted by you or your other use of the website, the Service or the Platform.

11.6 Lalamove reserves the right at its sole discretion to block or remove (in whole or in part) any Driver 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.

11.7 Lalamove respects your rights to your ideas, however 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 nonetheless, 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.

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

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

11.8.2 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

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

12. INDEMNIFICATION

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

12.2  Driver 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, Driver Partner’s  (i) breach of this Terms of Use; (ii) conduct with respect to the Platform, Services, and/or Services ; (iii) violation or alleged violation of any law or the rights of any third party, including, without limitation, other Driver Partner, Users, drivers, employees, subcontractors, assigns, and pedestrians; (iv) disclosure of “Confidential Information”; (v) ownership, use or operation of any vehicle used in the Services; (vi) failure to have proper insurance, licenses, permits or authorizations; (vii) any damages or losses as a result of Driver Partner’s work and/or conduct, and/or Driver 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 Driver Partner’s duty to defend, Lalamove shall be entitled to use its own counsel.  

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

12.4 Driver 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, labour 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. 

13. DISCLAIMERS

13.1 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.

13.2 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.

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

13.4 Lalamove does not control, endorse or take responsibility for any Driver 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.

14. TERMINATION OF SERVICES

14.1 Driver Partner may stop using the Services at any time. Termination or deletion of Driver Partner Account by Driver Partner shall comply with the procedure and fulfill the requirements set out in Driver Partner Offboarding Policy. Driver Partner shall have sole responsibility to familiarize themselves with Driver Partner Offboarding Policy before requesting to terminate or delete its account.

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

15. 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.  

16. NO WAIVER

The failure of Lalamove or Driver Partner, in any instance, to insist upon strict performance of the terms of these 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.

17. 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 Malaysia. Any dispute, controversy or claim arising out of or relating to these Terms of Use, or the breach, termination or invalidity thereof, shall be settled by arbitration.

18. 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.

19. 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.

20. LANGUAGE VERSIONS

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

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 toward 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 the 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.

You are strictly forbidden from committing any form of sexual offence. You shall not part take and/or directly or indirectly involve yourself in any sexual assault and/or misconduct related to sexual conduct or unbecoming behavior at any given time.

Do not touch anyone you meet while using the Lalamove Platform unnecessarily unless the users/customers using the Lalamove Platform for purposes of being transported require and request for physical assistance due to any immobility issues and/or is wheelchair bound. 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 form of 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 and personal norms — for example commenting on appearance may be offensive to others. This includes both derogatory or “complimentary” comments;

• Do not make explicit comments 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);

• Do not flirt with anyone (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 shall not be shown;

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

Angry or rude outbursts, aggressive or harassing behaviour are strictly prohibited. Avoid using abusive language or making gestures which condones any form of violence, aggression, being disrespectful and inappropriate behaviours. 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 shall 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.

Users and drivers should maintain valid and effective communication methods to facilitate smooth delivery and transportation. Any contact and communication should end once the trip or delivery is completed. 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 shall not be responsible or share any responsibility whatsoever 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.

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. In some jurisdictions, it is against the law to discriminate against someone because of inter alia:

• 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.
• Discrimination on the basis of these traits or on the basis of a pick-up or delivery location is 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.

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

During the delivery process, the driver 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. Drivers should offer photographic confirmation of delivery whenever required, so that others on the Lalamove Platform can see it.

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.

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 for account sharing, account holder age, and more.

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. The security of your account is your responsibility.

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

If you are an individual, you must be of legal age and above to have a 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.

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. Make sure  that you only use the vehicle that is registered with Lalamove. To have a smooth and easy delivery, the Lalamove Platform gives users identifying information about drivers 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. At all times, you must have a valid national driver’s license and any other permits or 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.

Drivers 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 checking for correct tyre inflation, clean windows, headlights, and mirrors, fluid leaks, and windshield wiper blade wear as you go around the vehicle. This simple practise will ensure a safe drive and will just take a few minutes of your time.

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.

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.

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 to be 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 may prompt further investigation by our safety team.

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.

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

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 The Lalamove Platform may pose a grave and dangerous threat to the community.

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

Alcohol deliveries can only be ordered and received by Lalamove users who are of legal drinking age and above. 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.

Everyone must comply with applicable laws and regulations and also with Lalamove terms and conditions, and policies. It is specifically forbidden to use the Lalamove Platform to perpetrate any crime, including drug trafficking, money laundering, sexual harassment, or to break any other legislation.

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 or a helmet whenever required by the laws.

If you are a driver, do not drink or use drugs while on the job; you cannot 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 may be 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 authorities. Drug use and open containers of alcohol are never allowed while using the Lalamove Platform.

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

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 fees 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.

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 are forbidden to 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 must always pay Lalamove's service charges on cash orders in a timely manner.

Act of stealing or other criminal conduct 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 shall use only Lalamove-branded items obtained from Lalamove. Drivers should not present themselves as driving or delivering with Lalamove if they do not have 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.

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.

Users, merchants, and drivers 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 to view their current ratings. By opening the app and pressing the profile, riders can see their rating listed under their name.

Drivers, riders, 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 provide outstanding service, and most drivers 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 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.

To ensure a seamless operation of our system for all drivers 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 and drivers to use the Lalamove Platform. More users means more jobs for drivers; more drivers means faster matching time for users, as a whole. If you regularly cancel successive trips or orders as a driver or a user, your experience on the Lalamove Platform may be affected.

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 rider 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 account is not in line with applicable regulatory standards.

Finally, drivers 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 will lose access to the Lalamove Platform.

Note: Lalamove's drivers are not agents (either actual or ostensible) or employees. Drivers 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.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE PARTICIPATING THE LALAMOVE REWARDS PROGRAM. IF YOU DO NOT AGREE TO ANY OF THESE TERMS, DO NOT PARTICIPATE IN THIS PROGRAM.

The Lalamove Rewards Program (“Program”) is proprietary to Lalamove. These terms and conditions (“Program Terms”) are binding on all Users who have been approved by Lalamove as a member of the Program (“Members”), and Members agree and accept the Program Terms set forth and any other changes or additions made by Lalamove from time to time at the sole discretion of Lalamove. These Program Terms shall be deemed a part of our Terms and Conditions [https://www.lalamove.com/en-my/tnc] (“Terms”). All capitalised terms used but not defined herein shall have the same meaning given to them in the Terms.

1. Joining the Program 

1.1 The Program is available only to individuals, not to companies, partnerships, associations, groups or other entities.

1.2 There is no joining fee. In order for you to join the Program, you are required to register for an Account with Lalamove. Once the Account registration is successfully completed, you must then apply to join the Program and accept the Program Terms. After your application is approved by Lalamove, your Program account (“Program Account”) will be activated. Lalamove reserves the right to decline any application for Program Account or otherwise discontinue your Program Account in its sole discretion without giving any reasons.

1.3 Your Program Account is personal to you. You cannot sell, exchange, transfer or assign your Program Account to any third party.

2. Earning LalaPoints

2.1 Once your Program Account has been activated, you can use it to accumulate LalaPoints (“Points”) on your Program Account. If you are not registered as a Member when you place your order, your Points will not be accumulated and cannot be reclaimed.

2.2 You are entitled to 500 Points upon successful sign-up as a Member of the Program and another 500 Points when you place your first delivery order after signing up for the Program.

2.3 You can accumulate Points by placing orders. The amount eligible for Points earning shall be the actual spending amount only (net amount after deduction of any discounts, coupons and tips). When you have completed an order, you will earn 1 (one) Point for each RM1 (One Ringgit Malays) as you spend on any Services provided by Lalamove, that is not an excluded item (“Base Points”). The excluded item includes, but not limited to  all add on fees.

2.4 Lalamove may issue Points above the Base Points from time to time under the terms designated by Lalamove, at its sole discretion.  (“Bonus Points”)

2.5 The Points you earn will be credited to your Program Account after the order is completed within 48 hours. In some circumstances, there may be a delay in updating your Points balance, but Lalamove will endeavour to reflect the latest balance as soon as possible.

2.6 In the event of a refund on your order, your Points earned from the corresponding order shall be deducted from your Program Account.

2.7 Lalamove reserves the right in its sole discretion to change the Points earning rate, excluded items and Points earning methods at any time. Lalamove may post a notice regarding any major changes to the Program Terms on its Platform. 

2.8 Lalamove reserves the right to revoke Points earned if, Lalamove believes in its discretion that such Points were earned through or in connection with any fraud, abuse of the Platform, or violation of any of the Terms.

2.9 Points has no cash or monetary value and cannot be exchanged for cash or be purchased. Points cannot  be sold, purchased or transferred to other Members or any third party at any time.

2.10 Points will expire on a rolling 18 months period, for example, all Points earned on December 1, 2021 will expire on June 1, 2023. 

3. Redeeming Rewards

3.1 You can use your Points to redeem various rewards (“Rewards”). The number of Points needed to redeem each Reward will be specified by Lalamove from time to time. You can see the Points required for each available Reward via the Platform.

3.2 Lalamove reserves the right in its sole discretion to determine or change what Rewards will be offered, how you can redeem a Reward, and how a Reward will be used, collected or delivered at any time. The different ways to enjoy your chosen Reward will be detailed in the specific terms for each particular Reward. It is important for you to read the specific terms before clicking the claim button. Your redemption of the Reward will be deemed your acceptance of the specific terms for each particular Reward.

3.3 Rewards cannot be converted back to Points. Once you have spent your Points to redeem a Reward, you cannot cancel, return or exchange the Reward.

3.4 Some Rewards are valid for use subject to the expiry date specified in the specific terms for such Reward. If you do not collect a Reward by the specified expiry date and time, both the corresponding Points and the uncollected Reward will be forfeited

3.5 Rewards cannot be transferred to other Members or any third party. Rewards do not have any cash value and cannot be exchanged for cash, whether in whole or in part. Where the value of goods and services which you wished to redeem with such Rewards exceed the specified value of such Rewards, you shall pay the difference to the participating establishments (“Participating Establishments”) concerned.

3.6 Issuance of Rewards in the form of dining or hotel coupons does not constitute a reservation with the Participating Establishments concerned. You are responsible for making reservations and notifying the Participating Establishments of the coupons that you intend to use.

3.7 When applicable, delivery of Rewards shall be made to an address as stated in your profile. Delivery charges may be applicable at Lalamove’s absolute discretion. All deliveries shall be deemed delivered when sent by post or courier to such address, as Lalamove deems fit.

3.8 You shall be responsible for the examination of any Rewards immediately upon receipt. Where the Reward or its packaging is found to be damaged or defective or that the contents therein is incomplete, the Rewards should be returned to the Participating Establishments concerned. Lalamove reserves the right to reject any request for the replacement of defective or damaged Rewards should the Member fail to return the same as set out in the above.

3.9 To the maximum extent permitted by applicable law, Lalamove gives no representation or warranty with respect to any products and / or services featured in the Rewards catalogue, including warranty with respect to the quality of the Rewards, merchantability, non-infringement of intellectual property or fitness for any particular purpose.

3.10 To the maximum extent permitted by applicable law, Lalamove shall not be liable for any loss or damage caused whatsoever by use of the Rewards or any product quality, warranty or suitability issues relating to the Rewards. Any disputes or claims shall be solved between you and the Participating Establishments concerned and you shall not at any time hold Lalamove liable for any acts and/or omissions of the Participating Establishments.

4. Personalised Offers

4.1 The collection, use, transfer, processing, retention and maintenance of your personal data is subject to the Privacy Policy, which shall form part of these Program Terms and is available at [https://www.lalamove.com/en-my/privacy-policy]. Subject to your consent obtained in accordance with the Privacy Policy, Lalamove can use your personal data to provide you with tailored and personalised offers and promotions in relation to your Program Account, the accumulation of Points and/or the Rewards ("Personalised Offers") and to send Personalised Offers directly to you via your preferred communication channel.

4.2 Your Personalised Offers will be subject to additional terms, which will be posted on the Platform, or otherwise notified to you. Lalamove reserves the right in its sole discretion to change such additional terms at any time.

4.3 Your Personalised Offers are for your personal use only and cannot be shared with or assigned, transferred and/or sold to any other Members or any third party at any time.

5. Changes to Program and Program Terms 

5.1 Lalamove reserves the right to make changes to any feature and Program Terms at any time, including (without limitation) in relation to any Rewards, any accumulation or redemption of Points, the Program Account application process, the manner in which the Program is operated or run, the Participating Establishments, the excluded items, etc.  

 5.2 Lalamove may notify you of any major changes to any feature of the Program by emailing you or by posting a notice on the Platform. However, it is your responsibility to check the Program Terms regularly to take notice of any changes Lalamove makes, and you agree to do so. By continuing to use your Program Account after any changes to the Program Terms, you agree to Lalamove’s changes. If you do not agree to any of these changes, you will have the option to opt out of the Program at any time.

6. Program Account Balance, Termination or Suspension

6.1 You have the right to cancel your Program Account at any time in accordance with our Terms and for any reason via Live Chat. Upon your cancellation of Program Account or deletion of Lalamove Account, your Program Account will be immediately terminated, and all accumulated points and any Rewards that you have not collected will be forfeited.

6.2 If Lalamove plans to terminate the Program for any reason, Lalamove will provide at least 2 months' prior notice, by posting the notice on the Platform. Lalamove will terminate the Program immediately without prior notice if such termination is required by any applicable law, court order or the rules, regulations or direction of any government, statutory or regulatory authority. Any accumulated Points that are not used or any Rewards that have not been collected before the date of termination shall be forfeited after termination.

6.3 If Lalamove reasonably believes that you have breached any of these Program Terms or the Terms, Lalamove may suspend or terminate your Program Account (with or without notice) and/or seek to recover from you any damages and losses suffered by Lalamove or the Participating Establishments.

 6.4 Notwithstanding any other provisions and without prejudice to any other rights and remedies stated herein, Lalamove reserves the right to deduct accumulated Points from your Program Account, refuse your redemption of any Rewards, or recall any redeemed Rewards under but not limited to the following circumstances:

• If any Points in your Program Account are suspected to have been fraudulently recorded or obtained;
• If any Points in your Program Account were erroneously awarded due to system glitches or any other reasons; or
• If any Points in your Program Account were awarded pursuant to a transaction, which has been cancelled, voided, refunded or reversed.

6.5 If your Program Account is inactive (you do not accumulate any Points) for consecutive 18 months, Lalamove has the right to cancel your Program Account (with or without notice). You will need to re-apply for a new Program Account if you wish to rejoin the Program.

7. Language version

If there is any discrepancy between the English version and any regional language version, the English version shall prevail.