Terms

  1. I agree to hand over IDR 50,000 (Fifty Thousand Rupiah) to become two-wheeled partner partners and IDR 300,000 (Three Hundred Thousand Rupiah) to become four-wheeled partner partners as a security deposit with IDR 20,000 (Twenty Thousand Rupiah) ) as an initial balance in the virtual partner wallet provided by Lalamove. And if within two weeks I do not actively take orders I agree to hand over from the initial balance of Rp 20,000 (Twenty Thousand) to the 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 agree that I can propose to leave application or discontinue the cooperation with Lalamove anytime without certain time. And I agree that the amount in my wallet deposit will be returned only if I resign with early notice to Lalamove and without any violation of Lalamove terms & conditions
  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. 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

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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. 3 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 address. 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
    2. Theft (will be reported to the police)
    3. Bypass the Lalamove platform
    4. Cheating or gaming the system
    5. Placing and receiving an order by yourself
    6. Commissioning fellow drivers to place and receive orders together
    7. Manipulating orders (Asking customers to pay more)
    8. Swearing at or threatening customers or Lalamove employees
    9. Sending inappropriate texts or placing unprofessional calls to customers and/or Lalamove employees
    10. Using the platform for illegal use
    11. Being involved in or commissioning violence under the Lalamove platform
    12. Using a vehicle or driver not registered under Lalamove

Offenses: Automatic Suspension and Penalty application

  1. Accepting multiple orders causing delays
    1. Suspension of an account until taking an re-education class and will be activated 3 x 24 hours after attending the education class
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels
    3.  Forfeiture of security deposit
  2. Accepting overlapping orders (multiple items / orders within one account):
    1. Suspension of an account until taking an re-education class and will be activated 3 x 24 hours after attending the education class
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  3. Not delivering goods immediately after pickup:
    1. 3 hour account suspension and all scheduled orders are transferred to other partners.
    2. Forfeiture of security deposit
  4. Order cancellations/reassignments without a valid reason
    1. 1 time of cancellation in one week of account suspension for 3 hours and all scheduled orders will be transferred to other partners
    2. 2 cancellations in one week of account suspension for 24 hours and all scheduled orders will be transferred to other partners.
    3. 3 cancellations in one week of account suspension are carried out until they have to take an education class and will be reactivated 3 x 24 hours and all scheduled orders will be transferred to other partners. Fine code of ethics of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    4. Forfeiture of security deposit
  5. Registering an uncontactable number / using a different number from registration
    1. A 24-hour account suspension and all scheduled orders are transferred to another partner.
    2. Forfeiture of security deposit
  6. Using the name of Lalamove without company authorization for personal interests
    1. Suspension of an account until taking an education class and will be activated 7 x 24 hours after attending the education class
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  7. Do not accept order with promotion or promo codes
      1. A 24-hour account suspension and all scheduled orders are transferred to another partner.
      2. Forfeiture of security deposit
  8. Bargaining with clients to revise orders for gain
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class.
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  9. Demanding for tip
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  10. Rude/disrespectful to client or Lalamove
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit

 

Mistakes

  1. Late Pickup without a strong and clear reason that causes customers to complain:
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class.\
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  2. Not following the specified time of order indicated in the app (bargaining with CS or client for time revision)
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class.
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  3. Not contacting client to confirm order details, causing order issues (cancellations/delays/complaints)
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class.
    2. Penalty of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit
  4. False app status updates (clicking picked up without picking up item; completing without completing delivery)
    1. Suspension of an account until taking an education class and will be activated 3 x 24 hours after attending the education class.
    2. Penalty of ethics of Rp 100,000 (One Hundred Thousand Rupiah) for two wheels and Rp 200,000 (Two Hundred Thousand Rupiah) for four wheels.
    3. Forfeiture of security deposit