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Lalamove Partner Driver Guidelines

(English Version)

(Last Modified: June 30, 2025)

 

 

The Lalamove Driver Partner Guidelines are designed to ensure a safe, respectful, and high-quality experience for all users of our platform. These standards support a positive environment for both driver partners and customers.

Failure to follow the Guidelines may be considered a serious violation of our Terms and Conditions. Such breaches can lead to consequences, including restricted access to the Lalamove platform or permanent removal, among other applicable actions. 

 

PROFESSIONAL CONDUCT AND CUSTOMER SERVICE

  • Always act professionally and treat everyone with respect and courtesy. 

  • Maintain clear communication through the platform only, and avoid contacting senders or recipients directly after delivery. 

  • Stay calm in disputes—avoid rude or aggressive behavior. Your professionalism ensures great service.


    Examples of Prohibited Behavior

    ○ Not wearing the recommended attire during deliveries or ride trips.
    ○ Using rude, condescending, or sarcastic language (e.g., being “pilosopo”).
    ○ Making disrespectful gestures toward customers or others.
    ○ Providing false or misleading information that causes delivery issues or disrupts investigations.
    ○ Sending abusive messages or making threatening, unprofessional calls to customers or Lalamove staff.
    ○ Discussing personal matters or invading a passenger’s privacy.
    ○ Being rude, disrespectful, or using offensive or discriminatory language.

 

ORDER HANDLING & DELIVERY

  • Ensure timely and careful handling of every order. 

  • Be punctual for pick-ups and drop-offs, handle packages with care, and follow all safety and traffic regulations. 

  • Your attention to detail and professionalism ensure a smooth delivery experience for all.


    Examples of Prohibited Behavior

    ○ Mishandling packages (e.g., throwing or kicking them)
    ○ Failure to follow standard delivery procedures such as but not limited to:
    - No communication with customers.
    - Missed or incorrect status updates.
    - Not following specific instructions.
    ○ No-show without notice (immediate or scheduled bookings).
    ○ Late cancellation or reassignment (especially for corporate clients).
    ○ Not bringing Lalabag (if part of Lalabag Fleet).
    ○ Tampering with “Picture After Loading” or “Proof of Delivery”.
    ○ Demanding extra fees or tips from the customer.
    ○ Incomplete delivery or undelivered items.
    ○ Late/stale deliveries.
    ○ Accepting rides/orders despite personal conflicts or distance issues.
    ○ Ending rides prematurely or asking customers to disembark early.
    ○ Unnecessary detours without consent.
    ○ Consistently arriving late for pick-ups.
    ○ Disregarding passenger privacy by discussing personal information or engaging in unwanted conversations.
    ○ Discrimination in providing the service based on race, religion, gender, or destination.

 

ACCOUNT MANAGEMENT & PLATFORM USE

  • Maintain accurate and up-to-date account information at all times. 

  • Use the Lalamove platform responsibly and only for its intended purposes. 

  • Do not share your account, accept jobs on behalf of others, or manipulate trip details. 

  • Any misuse of the platform or violation of terms may result in penalties, including suspension or account deactivation.


    Examples of Prohibited Behavior

    ○ Using unreachable contact information and contacting clients using unregistered numbers.
    ○ Not honoring promo codes or coupons.
    ○ Using unregistered vehicles or drivers.
    ○ Falsifying app statuses (e.g. marking as picked up/completed when not true).
    ○ Bypassing the platform for delivery/ride transactions.
    ○ System gaming such as but not limited to:
    - Use of LalaHelper or other unauthorized apps.
    - Self-ordering or collusion with other drivers.
    - Commissioning others for mutual gain.
    - Shared or sold accounts.
    ○ Falsification of records or identity theft.
    ○ Unauthorized use of Lalamove branding.
    ○ Outdated or incorrect profile information.
    ○ Ignoring platform updates, training materials, or phishing attempts.

 

LEGAL & SAFETY

  • Always comply with local laws, traffic regulations, and safety standards while using the Lalamove platform. 

  • Ensure your vehicle is roadworthy and that all required licenses, permits, and documents are valid. 

  • Never engage in illegal activities, transport prohibited items, or operate under the influence of alcohol or drugs. 

  • Prioritize the safety of yourself, your passengers, and others on the road at all times.



    Examples of Prohibited Behavior

    ○ Use of the platform for illegal activities.
    ○ Possession of weapons during Lalamove engagements.
    ○ Use or possession of alcohol/drugs before or during transactions.
    ○ Failure to report accidents to users or Customer Service.
    ○ Aggressive or violent behavior; physical or emotional threats.
    ○ Physical harm or attempted harm to users.
    ○ Theft (reported to the police).
    ○ Conviction of a felony.
    ○ Violation of data privacy:
    - Sharing customer information with unauthorized individuals or platforms.
    ○ Social media posts causing reputational harm to users/Lalamove.

 

Note: All Driver Partners are expected to maintain professional conduct at all times. Any violations will be assessed on a case-by-case basis and may result in appropriate disciplinary action, depending on the severity and circumstances.

 

 

 

 

Lalamove Partner Driver Guidelines

(Tagalog Version)

(Last Modified: June 30, 2025)

 

 

Ang mga Alituntunin para sa Lalamove Driver Partner (“Alituntunin”) ay ginawa para masiguro ang magandang karanasan ng lahat ng gumagamit ng Lalamove application, website, at iba pang software (ang “Platform”). Ang mga Alituntunin ay ginawa para sa positibong environment ng kapwa driver partner at customer.

Ang hindi pagsunod sa mga Alituntunin na ito ay maituturing na paglabag sa Lalamove Driver Partner Terms of Use para sa Delivery at Ride. Maaaring limitahan o tanggalin, nang pansamantala o tuluyan ng Lalamove ang access sa Platform kung may paglabag sa mga Alituntunin.

 

PROPESYONALISMO AT CUSTOMER SERVICE

  • Laging maging propesyunal at tratuhin nang maayos at may respeto ang lahat.

  • Makipag-usap gamit lang ang Platform, at iwasan ang dirtang pakikipag-ugnayan sa pasahero, sender, o recipient pagkatapos ng booking.

  • Kung may hindi pagkakaintindihan, manatiling kalmado at iwasan ang paggiging agresibo. Ang pagiging propesyunal ay katumbas ng magandang serbisyo.


    Kabilang ang mga sumusunod sa ang mga gawaing hindi propesyunal at walang-paggalang:

    ○ Hindi pagsuot ng nirekomendang pananamit o ng dress code na nire-require ng LTO at iba pang ahensya ng gobyerno habang nagde-deliver o naghahatid.
    ○ Paggamit ng bastos, mayabang, o sarkastikong tono o pananalita (hal. pagiging “pilosopo”)
    ○ Bastos na asta sa customers at sa ibang tao.
    ○ Pagbibigay ng mali o misleading na impormasyon.
    ○ Pananakot o pang-aabuso sa text o tawag sa customer o Lalamove staff.
    ○ Pagdidiscuss ng personal na bagay o paglabag sa privacy ng customer.
    ○ Paggamit ng offensive na pananalita o pagpapakita ng diskriminasyon.
    ○ Hindi paggalang sa privacy ng pasahero sa pamamagitan ng pagtalakay ng personal na impormasyon o pakikipag-usap na hindi nila gusto.
    ○ Diskriminasyon sa pagbibigay ng serbisyo base sa lahi, relihiyon, kasarian, o destinasyon

 

ORDER HANDLING & DELIVERY

  • Siguraduhing maayos, on-time, at maingat ang pag-asikaso sa bawat booking. 

  • Maging punctual sa pick-up at drop-off, maging maingat sa pag-handle ng mga package, at sumunod sa batas trapiko at safety rules.



    Halimbawa ng mga Ipinagbabawal na Gawain

    ○ Hindi maingat na pag-handle ng packages (hal. Paghagis o pagsipa)
    ○ Hindi pagsunod sa standard procedure tulad ng:
    - Walang update o contact sa customer
    - Mali o walang update sa status ng booking
    - Hindi pagsunod sa instructions
    ○ No-show sa bookings nang walang abiso.
    ○ Late cancellations lalo na sa corporate bookings.
    ○ Hindi pagdala ng Lalabag (kung parte ng Lalabag Fleet).
    ○ Pangdaraya ng "Picture After Loading" o "Proof of Delivery".
    ○ Paghingi ng dagdag bayad o pilit na tip.
    ○ Hindi pagkumpleto ng booking o hindi pag-deliver ng items.
    ○ Laging late sa pick-up o drop-off.
    ○ Pag-accept ng booking kahit may personal na conflict o malayo ang pick-up.
    ○ Pagtigil ng ride bago makarating sa drop-off.

 

ACCOUNT MANAGEMENT AT PAGGAMIT NG PLATFORM

  • Panatilihing updated at tama ang account details. 

  • Gamitin lang ang Lalamove App sa tamang paraan.

  • Bawal ang account sharing  o paggamit ng hindi registered driver/vehicle.

  • Anumang maling paggamit ng Platform o paglabag sa Terms ay maaaring maging dahilan ng suspension o deactivation ng inyong account.



    Halimbawa ng mga Ipinagbabawal na Gawain

    ○ Pagbigay ng maling contact info o paggamit ng hindi registered number.
    ○ Pagtanggi sa promo codes.
    ○ Paggamit ng ibang sasakyan o driver na hindi rehistrado.
    ○ Pamemeke ng status sa app (e.g., tagging "picked up" kahit hindi pa).
    ○ Pag-bypass ng platform (off-app transactions).
    ○ Paggamit ng LalaHelper o similar apps.
    ○ Pagmanipula sa Platform tulad ng:
    - Paggamit ng LalaHelper at iba pang mga unauthorized na app.
    - Sariling bookings para sa incentives.
    - Pakikipagsabwatan sa ibang drivers.
    - Shared o sold accounts.
    ○ Pamemeke ng dokumento o pagnanakaw ng identity ng iba.
    ○ Unauthorized use ng Lalamove branding.
    ○ Paggamit ng luma o maling impormasyon sa profile.
    ○ Hindi pagbasa o pagsunod sa updates, trainings, o security reminders.

 

 

LEGAL & SAFETY

  • Laging sumunod sa batas at panatilihing ligtas ang bawat biyahe. 

  • Siguraduhing maayos ang sasakyan at kumpleto ang dokumento. 

  • Iwasan ang ilegal na gawain o ang pagmamaneho nang nakainom o nang may impluwensya ng ilegal na droga. Mahigpit na ipinatutupad ng Lalamove ang Zero Tolerance Policy sa alak at ilegal na droga.

  • Unahin ang iyong kaligtasan at ng iyong pasahero, at ng iba pang tao sa kalsada sa lahat ng oras.



    Halimbawa ng mga Ipinagbabawal na Gawain

    ○ Paggamit ng platform sa ilegal na aktibidades.
    ○ Pagdadala ng armas habang nasa booking
    ○ Pag-inom o paggamit ng ilegal na droga bago o habang nasa biyahe.
    ○ Hindi pag-report ng aksidente sa user o Customer Service.
    ○ Bayolente o agresibong asal (pananakot o pananakit).
    ○ Pag-nanakaw (i-uulat sa pulisya).
    ○ Pagka-convict sa felony/criminal cases
    ○ Paglabag sa data privacy:
    - Pag-share ng customer info sa ibang tao o sa social media.
    ○ Pagpo-post sa social media ng paninira sa image ng Lalamove.

 

Note: Lahat ng Driver Partners ay inaasahang sumunod sa professional conduct sa lahat ng oras. Lahat ng violations ay subject for review, at maaaring magkaroon ng disiplinary action base sa bigat ng paglabag.