Last modified [ Sep 9th, 2026]

 

1. Information on the Operator of the E-Commerce Platform

-  Lalamove Vietnam Transport Limited Liability Company
- Head office address: Room 1109, Zone C, Waseco Building, No. 10 Pho Quang Street, Tan Son Hoa Ward, Ho Chi Minh City, Vietnam.
- Enterprise Registration Certificate No. 0318817058, first issued by the Ho Chi Minh City Department of Finance on 20 January 2025, as amended for the first time on 18 September 2025.
- Legal representative: Nguyen Hai Dang
- Title: Director

2. Privacy Policy

Details are available at: https://www.lalamove.com/vi-vn/privacy-policy 

3. Rights and Obligations of the Parties

3.1 Rights and Obligations of the Operator of the E-Commerce Platform

3.1.1 Rights of the Operator of Lalamove Website/Application

- Lalamove Website/Application shall provide services to users who have completed the procedures and satisfied the mandatory conditions stipulated by Lalamove Website/Application.
- Where there are grounds to demonstrate that a member has provided inaccurate, misleading, incomplete or unlawful information, or information contrary to Vietnamese customs, Lalamove Website/Application shall have the right to refuse, suspend or terminate the user’s right to use the services.
- If the user violates the Regulations of Lalamove Website/Application or engages in conduct(s) affecting its business operations, Lalamove Website/Application may terminate a user’s right to use the services and shall notify the user at least one (01) business day in advance.
- Lalamove Website/Application reserves the right to immediately terminate a user’s access to the services if the user becomes bankrupt, or if their use of the services exposes Lalamove Website/Application to legal liability, involves fraud, impersonation, market disruption, or otherwise violates applicable Vietnamese law. Upon termination, all rights and certificates granted to the user shall automatically become invalid.
- Lalamove Website/Application retains copyright ownership over the services and all content on the Lalamove Website/Application in accordance with Vietnamese intellectual property laws. All logos and multi-language content remain as the property of Lalamove Website/Application. Any unauthorized copying, use or distribution of such proprietary assets is strictly prohibited.
- Lalamove Website/Application reserves the right to change its service fee schedules, pricing tables and payment methods based on its operational needs and capacity, and shall notify users when updated information becomes available.

3.1.2 Obligations and Responsibilities of the Operator of the Lalamove Website/Application

- Lalamove Website/Application shall implement and cooperate with partners in developing a system of services and utility tools to facilitate users’ transactions on the Lalamove Website/Application.

- Lalamove Website/Application shall publish complete promotional information in accordance with applicable law, including identifying the entity implementing each programme, in each promotion notice posted on the Lalamove Website/Application.

- Lalamove Website/Application shall be responsible for providing consumers with the required product and service information pursuant to the Law on Protection of Consumer Rights.

- Lalamove Website/Application shall act promptly upon discovering or receiving reports of unlawful conduct on its platform. It shall also assist competent state authorities in investigating violations by providing user registration data, transaction histories and other relevant documentation.

- Lalamove Website/Application shall use all commercially reasonable efforts to maintain normal operations of the Lalamove Website/Application and resolve issues such as software errors, personnel and social disruptions, regulatory decisions or third-party actions. However, Lalamove Website/Application shall not bear liability for any losses resulting from force majeure events or circumstances beyond its reasonable control.

- Lalamove Website/Application shall publicly disclose its dispute resolution mechanism. Where users encounter disputes with partner entities or suffer harm to their lawful interests, Lalamove Website/Application shall directly handle and resolve such disputes.

3.2 Rights and Obligations of Driver Partners

- Upon registration, Lalamove shall provide Driver Partners with training on delivery procedures and the operation of the Lalamove Website/Application for Drivers.
- Once the relevant documents and eligibility requirements are verified, Lalamove shall issue unique account credentials enabling the Driver Partners to access the Lalamove Website/Application and fulfil orders.
- Driver Partners may review order details prior to deciding whether to accept an order.
- Driver Partners must maintain honesty and accuracy throughout the pickup and delivery process and when operating the Lalamove Website/Application.
- Driver Partners may request for order cancellations if safety or operational risks are identified during pickup or delivery of goods with the customers.
- Driver Partners are entitled to Lalamove support for order-related issues, such as uncontabtable users, incorrect addresses or inaccurate location data.
- Additional rights and obligations are set out in the Lalamove Driver Partner Terms of Use.

3.3 Rights and Obligations of Users

- Upon registration, users shall be provided an account with unique credentials to access the services offered through the Lalamove Website/Application, manage account details and review order history.
- Users must provide accurate and complete information regarding goods, services and partners when accessing the Lalamove Website/Application, including transport details, pricing, transaction terms and payment methods.
- Users shall receive support from Lalamove Website/Application regarding account management and Lalamove Website/Application functionality.
- Users shall provide information on their business activities at the request of competent state authorities for the purpose of e-commerce statistics.
- Users shall comply with all applicable laws, including those governing payment, advertising, intellectual property and consumer protection when accessing the Lalamove Website/Application.
- Users shall be solely responsible for maintaining the confidentiality of their credentials and all activities under their account. Lalamove Website/Application must be promptly notified of any unauthorized access or security breach.
- Users agree not to use Lalamove Website/Application for any unlawful, fraudulent, or malicious purposes; illegal data gathering; spreading malware; or market manipulation (e.g., creating orders to forecast market  demand). Users shall assume full legally liability for any violations.

4. Procedures for Receiving and Resolving Feedback, Requests and Complaints

4.1 Complaint Submission Procedure

Users with complaints regarding Lalamove’s services may contact the Lalamove Call Centre directly through the in-app “Live Chat” feature by following these steps:

1. Tap the three-horizontal-lines icon in the upper-left corner of the screen.

2. Go to  “Help Centre” > “General Information” > “Support”.

3. Select “How to contact Customer Service”.

4. Tap “Contact Us” to start a live chat with the Lalamove Call Centre.

Lalamove uses an automated AI chatbot to assist with support requests. The operation of the AI chatbot has been reviewed, tested and approved by humans, and is periodically evaluated and adjusted. If the automated system cannot resolve the issue, a User Service personnel will step in to handle the complaint directly.

4.2 Online Feedback and Complaint Handling Procedure

Step 1: Receipt of Complaint

Users may submit complaints through the chat feature in the Help section of the Lalamove Website/Application. Submissions must include the order number and supporting evidence, such as images, audio recordings, videos or electronic records. Once complete evidence is provided, Customer Service shall acknowledge the complaint and route it to the appropriate department.

Step 2: Complaint Processing

Within three (03) business days of receipt, Lalamove shall notify the user whether the complaint is valid and eligible for processing. If the complaint is deemed invalid, a notification will be sent to the user’s registered email address.

Step 3: Complaint Investigation

Lalamove may contact the user by phone or email to request additional details or evidence—such as recordings, images or VAT invoices—to clarify the matter. Users are encouraged to respond promptly in accordance with Lalamove’s Terms and Conditions.

Step 4: Resolution and Notification

Lalamove shall provide the final resolution within ten (10) to fifteen (15) business days from the date the complaint was received. Lalamove undertakes to remain transparent and comply with all applicable customer  protection laws.

Where a dispute exceeds Lalamove’s authority or scope, Lalamove shall advise the user to report the matter to competent authorities for resolution under applicable law.

4.3 Special Feedback and Complaint Procedure for Vulnerable Users

Users classified as vulnerable consumers under applicable law—for example, based on age, disability or special circumstances—must provide supporting documentation upon initial submission to exercise priority rights under the Law on Protection of Consumer Rights.

Upon receipt and verification of valid supporting documents, Lalamove shall prioritize the complaint and expedite resolution beyond standard timelines.

4.4 Complaint Limitation Periods

- Delivery services:

+ Six (06) months from the order completion date for complaints regarding lost items or deliveries exceeding the announced timeframe.

+ One (01) month from the delivery date for complaints regarding item deterioration or damage, billing disputes or other matters directly related to postal items.

- Moving services: 

+ One (01) month from the date of using the service.

5. Pricing Policy

The service fee schedule is publicly available at https://www.lalamove.com/en-vn/all-vehicle-pricing-detail.

Service fees fluctuate based on factors, such as traffic conditions, cargo size, Driver Partner availability, toll and surcharges. Initial price estimates are subject to adjustment if order details are modified after placement.

6. Conditions or Restrictions on Service Provision

- Services are available twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty five (365) days a year. Coverage areas are detailed in the delivery-area pricing schedule at https://www.lalamove.com/vi-vn/bang-gia-giao-hang.

- Users must be of legal age and possess full civil act capacity to enter into binding contracts.

7. Payment Policy

- General transaction terms applicable to all parties are available at https://www.lalamove.com/vi-vn/terms-and-conditions.

- Payment methods include cash or online payment via MoMo (Online Mobile Services Joint Stock Company).

+ Cash payment: Drivers shall collect payment directly from either the sender or recipient, per the user’s request.
+ Online payment: Users may pay using the MoMo e-wallet integrated into the Lalamove Website/Application. The MoMo e-wallet is provided by Online Mobile Services Joint Stock Company (Tax Identification Number: 0305289153

8. Service Termination and Refund Policy

- A contract officially terminates when an order status changes to “Cancelled”. Service termination occurs under the following circumstances

+ Termination initiated by the User: The User may terminate the service at any time through the official Lalamove Website/Application.

+ Termination initiated by Lalamove: Lalamove reserves the right to unilaterally terminate services if a User fails to comply with the Terms of Use, Community Guidelines, other platform policies or applicable laws.

- The procedures and response timelines for cancellation requests made by Users on Lalamove are specified below.

+ Method 1: User Self-Cancellation — Immediate Result
Users may cancel an order directly through the Lalamove Website/Application within the following prescribed timeframes:
Order for which no Driver has been assigned: The User may cancel the order at any time before a driver accepts the order.

• • Mobile application: Navigate to the Order Details page > tap the three-dot icon (⋮) in the upper-right corner of the screen > select “Cancel Order”.

  • Website: Click “Cancel Order” button in the lower-right corner of the screen.

+ On-demand Order for which a Driver has accepted the Order: The User may cancel the order after the Driver accepts it provided that the Driver has not yet marked “Arrived” in the Lalamove Website/Application (up to a maximum window of 10 hours).

+ Scheduled Delivery Order: The User may cancel the order up to 45 minutes prior to the scheduled pickup time.

+ Method 2: Lalamove-Assisted Cancellation 

If self-cancellation is unavailable because the relevant deadline has passed or the Driver has marked “Arrived” in the Lalamove Website/Application —the user must submit a cancellation request:

• • Procedure: The User must contact Lalamove Customer Service directly to request manual assistance with the cancellation.

  • In-App Navigation: Use the Live Chat feature by navigating in the Application to Help Centre → General Information → Support → How to contact Customer Service → Contact Us.

  • Support Hours: Live Chat support is available during operating hours: 7:00 a.m. to 10:00 p.m. (Mondays through Saturdays) and 9:00 a.m. to 6:00 p.m. (Sundays and public holidays).

- Refund method following service termination: Where an order is successfully cancelled through the official Lalamove Website/Application:

• • Cash payment order: The User is not required to make any payment to the Driver.

  • Online payment order: The order charge shall be refunded immediately to the account associated with the original payment method.