LALAMOVE COMMUNITY GUIDELINES
Lalamove Community Guidelines were developed to enable a great experience for users, drivers, walkers, riders, merchants and businesses of the Lalamove app, the API and Lalamove Plus (collectively referred to as “Lalamove Platform”), and for them to feel safe and respected, while ensuring service quality.
Our guidelines apply to everyone who uses the Lalamove Platform including, but not limited to, users, drivers, walkers, riders, merchants and businesses. It is also applicable for all the interactions anyone may have with the Lalamove employees and contractors, available through online support systems or over the phone.
In addition, in some instances, our guidelines apply to conduct outside of the Lalamove Platform that we become aware and have knowledge of, including, but not limited to, information received from other platforms, especially when such conduct may threaten the safety of the Lalamove Platform.
We warmly invite you to join us to support and provide a welcoming environment for everyone on the Lalamove Platform.
Our guidelines below will explain some of the positive community engagement on the Lalamove Platform, as well as the behaviors or circumstances that may cause your experience on the Lalamove Platform being affected. Lalamove reserves full right to change or modify or in any way update our guidelines (including our policies which are incorporated into our guidelines) at any time. You are strongly recommended to read our guidelines regularly. The following guidelines which we will update regularly provide the basis for behavior we expect from all those in the Lalamove community. Our guidelines are periodically reviewed and updated.
Understanding our guidelines are important. Not following any of our standards may be considered a material violation of the Terms and Conditions, and may result in your experience on the Lalamove Platform being affected, including a loss of access to the Lalamove Platform and/ or other consequences where applicable. By using the Lalamove Platform, you are consenting to our guidelines and policies. Please refrain from using the Lalamove Platform if you do not agree with or accept our guidelines.
Guidelines for all of us
Everyone who uses the Lalamove Platform shall adhere to Lalamove’s Community Guidelines.
Fostering positive communication and service during every experience is our main objective in our guidelines and policies.
Our team is committed to working constantly to make your experience when using the Lalamove Platform to be safer. Safety of our users, drivers and walkers are of utmost importance to us.
3. Follow the law
We expect everyone who uses the Lalamove Platform to do their part to strictly adhere to relevant laws and regulations where applicable.
We value your feedback, thoughts, and concerns and welcome your comments, provided they are expressed in a way that is respectful to us and our community. Our team is continually improving our guidelines and policies, and your feedback is important to help us to take appropriate action to keep our guidelines relevant to your experience on the Lalamove Platform.
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 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, as you may be subject to civil and criminal liabilities.
1.1 Physical Force or Injury, Coercion, Threats and Misconduct
You are strictly forbidden from committing any form of sexual offence. You should never involve in any sexual assault and misconduct related to sexual conduct or behavior at all times, and failure to do so will lead to loss of access to the Lalamove Platform.
Do not touch anyone you just met while using the Lalamove Platform unnecessarily. However, there are exceptions that are permitted for people needing or requesting physical assistance for the parcel to be delivered. 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 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 should not be shown
- Avoid violent and aggressive behaviour at all times as Lalamove does not condone any form of violence or aggression. Everyone must not engage in aggressive behaviour, such as arguing verbally, using obscenity or innuendo, or making threats or physical violence
1.2 Threatening and rude behavior
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, disrespectful and inappropriate. 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 must 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.
1.3 Post-trip contact
Users, drivers and walkers should maintain valid and effective communication methods to facilitate smooth delivery. 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 will not be responsible or share any responsibility 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. It is against the law to discriminate against someone, especially because of:
- marital status
- national origin
- pregnancy and maternity
- 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 unlawful 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.
- Discriminate on the basis of these traits or on the basis of a pick-up or delivery location are 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.
1.5 Safe delivery
The user must take extra care to ensure there is packing and protection of the document/parcel before handling it to the driver or walker for the delivery service. This may include protecting your package from impact damage during delivery with bubble wrap or non-movable foam padding.
Users should avoid requesting delivery using a service type that does not fit the item volume or capacity limit. Drivers and walkers have the responsibility to ensure the fulfillment of the order would not exceed the vehicle weight or volume capacity and/or pose a safety risk, and may refuse service, without liability, to Users that fail to comply with item service specifications.
During the delivery process, the driver or walker 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 or the walker, who will be fully liable before the user and Lalamove. Drivers and walkers should offer photographic confirmation of delivery whenever required, so that others on the Lalamove Platform can see it.
1.6 Creating a positive experience
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 and shall take all appropriate measures and bear any additional costs to fulfill User requests or orders
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 on account sharing, account holder age, and more.
2.1 Account sharing
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 the information you choose to share with third parties,. Security of your account is your responsibility.
Driver or walker must complete all parts of the delivery themselves—including any handling after the order is picked up from the user up until final delivery to the recipient—with no exception.
2.2 People under legal age
If you are an individual, you must be at least 18 or older to have an Lalamove account. Account holders are not permitted to request service for anyone under 18 who will not be accompanied by the account holder or another adult during the ride or when submitting or collecting the delivery.
2.3 Vehicle information
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. Except for walkers, make sure 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 walkers 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. And failure to do so will lead to the suspension of your access of the Lalamove Platform.
Only permitted vehicles must be used to accomplish trips and deliveries by drivers and walkers. 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.
2.4 Proper maintenance and upkeep
Drivers and walkers 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 to check for correct tyre inflation, clean windows, headlights, and mirrors, fluid leaks, and windshield wiper blade wear as you go around the car. This simple practise will ensure a safe drive and will just take a few minutes of your time.
2.5 Seat belts
The use of seat belts, when provided, are mandatory. 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.
2.6 Helmets for bikes, motorcycles, and scooters
The use of helmets is mandatory. 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.
2.7 Use of dashcams that record video and/or audio
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:
- Local laws and regulations require a rider to provide consent for being recorded. When installing and using a dashcam, please make sure to include clear and visible signage it is being recorded.
- 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. Violation of data privacy is unlawful and you may be subject to civil and criminal liability before Lalamove and any affected User or third-party.
2.8 Stay alert, aware and awake while driving
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, abstain from sleep-inducing medications or consuming alcoholic beverages, so you can react swiftly to any scenario.
2.9 Share the road
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
2.10 Public emergencies
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.
2.11 Provide a safe space for pickups
Lalamove users should exercise good judgment and behavior around drivers and walkers and make them feel welcome. They should also provide a secure location for order pickups; for example, to avoid violent occurrences on the premises that jeopardise the safety of riders.
2.12 Alcohol, drugs, weapons and all illegal items are not tolerated
Alcohol deliveries can only be ordered and received by Lalamove users who are 18or older and are not inebriated. 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.
3. Follow the law
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. The use of seatbelts or helmets, as applicable, is mandatory.
3.1 Drugs and alcohol
If you are a driver or a walker, do not drink or use drugs while on the job; you can not 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 is 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.
3.2 Firearms ban
Users and their recipients, as well as drivers and walkers, 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 fee 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
3.4 Off-platform orders
To ensure that each experience is as safe as possible while remaining compliant with local laws,all trips on the Lalamove platform must be organized via the Lalamove application.
Drivers and walkers are forbidden to accept a payment outside the platform that is not authorized for delivery on the Lalamove platform.
For cash orders, users are advised to be considerate and to bring the exact amount to cover the cost of delivery. The drivers and walkers are reminded to bring some notes or coins as it is mandatory to provide change.
Drivers and walkers must always pay Lalamove's service charges on cash orders in a timely manner.
3.5 Other unacceptable activities
Act of stealing 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. Drivers and walkers shall use only Lalamove-branded items obtained from Lalamove. Drivers and walkers must not present themselves as driving or delivering with Lalamove if they do not have access to the Lalamove Platform. Drivers and walkers must return items bearing the Lalamove mark (if applicable) to Lalamove if they lose 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 and is strictly prohibited.
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, drivers and walkers 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 and walkers to view their current rating. By opening the app and pressing the profile, riders can see their rating listed under their name.
Drivers, riders, walkers, and users who do not meet the Lalamove'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 and walkers provide outstanding service, and most drivers, walkers, 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 or a walker 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.
4.2 Cancellation of the delivery
To ensure a seamless operation of our system for all drivers, walkers 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, drivers and walkers to use the Lalamove Platform. More users means more jobs for drivers and walkers; more drivers and walkers means faster matching time for users, as a whole. If you regularly cancel successive trips or orders as a walker, a driver or a user, your experience on the Lalamove Platform may be affected.
4.3 How Lalamove enforces our guidelines
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 or walker account is not in line with applicable regulatory standards.
Finally, drivers and walkers 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 one of these checks reveals a violation of our guidelines or other requirements imposed by local regulators, a driver or walker will lose access to the Lalamove Platform.
Note: Lalamove's drivers and walkers are not agents (either actual or ostensible) or employees. Drivers and walkers 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.