Terms

  1. I have deposited IDR 50,000 to Lalamove as a Security Deposit, and Rp 20.000, - (Twenty Thousand Rupiah) as the initial balance in the driver's virtual wallet subsidized by Lalamove.
  2. I have read and understood the Partner Drivers’ Terms and Conditions and Special Contract of Private Carriage of Goods found in the Lalamove Driver App, and Code of Ethics and Penalty System found in “Annex A”.
  3. I warrant that I am the exclusive user of the mobile number above provided. I hereby undertake that I will not let any other person use my account as a Partner Driver in the Platform. This mobile number is what I use to access the Platform as a Partner Driver. I will immediately inform Lalamove of any loss or change in the mobile number I am using for the Platform.
  4. As a verified Partner Driver with a verified Lalamove Driver Account, I will ensure that my driver account has at least IDR 10,000 in driver’s wallet at any given time. If your account has insufficient balance, Lalamove shall have the right to suspend or ban or off-board from the Platform.
  5. I may request to leave the platform at any time. However, I agree that any balance on the deposit may only be refunded if I completed a minimum of 50 Orders (for Motorcycles).
  6. I agree that my account will be suspended and I need to attend Platform re-orientation if I, as a Partner Driver, did not take any order within a continuous period of thirty (30) days.
  7. If I wish to join the platform after leaving or after having been off-boarded, I agree that I must again undergo the process of application as a Partner Driver and pay the required Security Deposit defined upon re-joining.
  8. I agree that I may be off-boarded from the Platform due to my violation of the Terms and Conditions or the Code of Ethics, or complaints by Users for violations of the Special Contract of Private Carriage of Goods.
  • I understand and agree that if I am off-boarded from the Platform, it will automatically forfeit my “Wallet Credits”, and authorize Lalamove to reclaim any amount on my Account, and any outstanding balance in my “Security Deposit”, without prejudice to other amounts Lalamove may be entitled to, and without prejudice to any claim, action (civil, criminal, administrative or quasi-judicial) which Lalamove may take in order to protect the interests of the company.


Annex A:
Lalamove Indonesia Partner Driver Code of Ethics and Penalty System

  1. 5 Steps to a Perfect Delivery
    1. Accept
      1. Phone: Working status, battery, internet connection, data and call package, GPS
      2. Vehicle: Operating good, clean, fuel tank full
      3. Participating Driver: Good shape, rested, stretched, outfit worn
    2. Communicate (with user/sender on the phone)
      1. Introduce yourself: Good (Morning/Afternoon/Evening), is this (sir/miss) (Sender name) ? My Name (Driver Name), from Lalamove.
      2. Confirm: Is the address located on (Pickup address)? And, the parcel that is delivered was (type of parcel) right ?
      3. Specify: Is the kind of service that was selected is correct ? the payment amount is that as stated on the apps. i.e (payment amount), for the weight is on kg (Sir/Miss)?
      4. Commit: Good if it is a correct adress. The shipping address is at (shipping address), yes (sir / miss)? I will deliver the items …. in minutes (estimated time). Thanks.
      5. Pickup 
      6. Find a proper carpark or loading bay to park your vehicle / get off your vehicle
      7. Greet the customer, open the trunk
      8. Check the items, if drivers find it suspicious, they have the right to check it before the delivery.
      9. If the sender refuse to do it, the drivers should call Customer Service to make further decision regarding the continuity of the order.
      10. Give thanks and see you soon
    3. Communicate (with recipient on the phone)
      1. Introduce yourself: Good (Morning/Afternoon/Evening), is this (sir/miss) (Sender name) ? My Name (Driver Name), from Lalamove.
      2. Confirm and commit: Good if it is a correct adress. The shipping address is at (shipping address), yes (sir / miss)? I will deliver the items …. in minutes (estimated time). Thanks.
      3. Deliver
      4. Find a proper carpark or loading bay to park your vehicle / get off your vehicle
      5. Greet the customer
      6. Ensure that the customer is the right recipient
      7. Thanks and see you soon
  2. Good Practices
    1. Ask user politely for rating
    2. If possible, arrive a bit earlier to the pickup location
    3. Not many goods? Can help customer load/unload goods
    4. Contact us when you encounter a problem or have feedback
    5. Be well rested before you start your day
    6. Make sure your vehicle and phone are in good condition
    7. Add our hotline number 021-50106688 (Customer Service Lalamove) to your contact list
  3. Lala Rules
    1. Severe Offenses: Lifetime ban and the full amount of the Security Deposit and the Partner Driver wallet balance will be taken
      1. Theft (will be reported to the police)
      2. Bypass the Lalamove platform
      3. Cheating or gaming the system
      4. Placing and receiving an order by yourself
      5. Commissioning fellow drivers to place and receive orders together
      6. Manipulating orders (Asking customers to pay more)
      7. Swearing at or threatening customers or Lalamove employees
      8. Sending inappropriate texts or placing unprofessional calls to customers and/or Lalamove employees
      9. Using the platform for illegal use
      10. Being involved in or commissioning violence under the Lalamove platform
      11. Using a vehicle or driver not registered under Lalamove

Offenses: Automatic Suspension and Penalty application

  1. Accepting multiple orders causing delays
    1. 1st offense: 5 days suspension + IDR 20,000 penalty (for Motorcycles)
    2. 2nd offense: ban from platform + forfeiture of security deposit
  2. Accepting overlapping orders (multiple items/orders in the vehicle)
    1. 1st offense: 5 days suspension + IDR 20,000 penalty (for Motorcycles) 
    2. 2nd offense: ban from platform + forfeiture of security deposit
  3. Not delivering immediately after pick up
    1. 1st offense: 3 days suspension + IDR 20,000 penalty (for Motorcycles)
    2. 2nd offense: ban from platform + forfeiture of security deposit
  4. Order cancellations/reassignments without a valid reason
    1. App cancellations
      1. 1st offense: 5 days suspension + IDR 20,000 penalty (for Motorcycles)
        1. If the order is an advanced order, IDR 30,000 penalty (for Motorcycles) 
      2. 2nd offense: ban from platform + forfeiture of security deposit
    2. CS cancellations or reassignment requests
      1. 1st offense: 5 days suspension + IDR 10,000 penalty (for Motorcycles) 
        1. If the order is an advanced order, IDR 20,000 penalty (for Motorcycles) 
      2. 2nd offense: ban from platform + forfeiture of security deposit
  5. Registering an uncontactable number / using a different number from registration
    1. 1st offense: 3 days suspension + IDR 20,000 penalty + canceled order amount
    2. 2nd offense: ban from platform + forfeiture of security deposit
  6. Using the name of Lalamove without company authorization
    1. 1st offense: 3 days suspension + IDR 20,000 penalty
    2. 2nd offense: ban from platform + forfeiture of security deposit
  7. Not honoring promo codes
    1. 1st offense: 3 days suspension + promo code value
    2. 2nd offense: ban from platform + forfeiture of security deposit
  8. Forcing clients to assign the order to him/her
    1. 1st offense: 3 days suspension + IDR 20,000 penalty
    2. 2nd offense: ban from platform + forfeiture of security deposit
  9. Bargaining with clients to revise orders for gain
    1. 1st offense: 5 days suspension + IDR 20,000 penalty + canceled order amount
    2. 2nd offense: ban from platform + forfeiture of security deposit
  10. Demanding for tip
    1. 1st offense: 3 days suspension + IDR 10,000 penalty
    2. 2nd offense: ban from platform + forfeiture of security deposit
  11. Rude/disrespectful to client or Lalamove
    1. 1st offense: 1 day suspension, IDR 50,000 penalty
    2. 2nd offense: ban from platform + deposit forfeited

 

Mistakes

  1. Arriving late
    1. 1st offense: IDR 5000 penalty (for Motorcycles) + canceled order amount
      1. + 1 day suspension if order is canceled
    2. 2nd offense: 1 day suspension + IDR 10,000 penalty (for Motorcycles) 
    3. 3rd offense: ban from platform
  2. Not following the time of order indicated in the app (bargaining with CS or client for time revision)
    1. 1st offense: IDR 10,000 penalty (for Motorcycles) + 1 day suspension if order is canceled
    2. 2nd offense: 1 day suspension + IDR 20,000 penalty (for Motorcycles) + canceled order amount
    3. 3rd offense: ban from platform
  3. Not calling a client to confirm order details, causing order issues (cancellations/delays/complaints)
    1. 1st offense: 3 days suspension + IDR 20,000 penalty (for Motorcycles) + canceled order amount
    2. 2nd offense: 5 days suspension + IDR 30,000 penalty (for Motorcycles) + canceled order amount
    3. 3rd offense: ban from platform
  4. False app status updates (clicking picked up without picking up item; completing without completing delivery)
    1. 1st offense: 2 days suspension IDR 10,000 penalty (for Motorcycles) + canceled order amount
    2. 2nd offense: 4 days suspension + IDR 20,000 penalty (for Motorcycles)
    3. 3rd offense: ban from platform
    4. Package Mishandling: corresponding amount deduction from Security Deposit and wallet 
      1. Damages to items
      2. Loss of items