Terms & Conditions
Last updated on : 9th November 2020
1.1. “Lalamove” refers to EASYVAN (SG) PTE. LTD., a company incorporated in Singapore with its registered office at 10 Ubi Crescent, Ubi Techpark (Lobby C), #04-35, Singapore 408564, operating under the name "Lalamove" in Singapore.
1.2. “Participating Drivers” refers to drivers who have agreed to accept bookings through the Services offered by Lalamove.
1.3. “Services” refer to the operations managed by Lalamove to distribute your details and details of your proposed journey or delivery by vehicles submitted to Lalamove through the software to participating drivers for their acceptance and to provide you with other information on the relevant participating drivers, the journey or delivery, and on your use of the services.
1.4. “Shipment” means all packages, parcels, delivery items or any part of the articles therein or contents thereof that travel under one delivery request, proposed journey, consignment note and/or invoice and which may be carried by any means Lalamove chooses, including by land transportation or any other carrier. The service to be provided by Lalamove is limited to the pickup, transportation and delivery of the shipment. Customer acknowledges that shipments may be consolidated with those of other requestor. Every shipment is transported on a limited liability basis as provided herein.
1.5. “Terms and Conditions” refers to the terms and conditions that apply to the services as set out on “www.lalamove.com” and may be amended from time to time without prior notice.
2. Service Level Agreement for orders according to vehicle type
2.1. Motorcycle, Car and Bicycle point to point services are capped at 1 hour of service time upon arrival of driver or scheduled time of order, whichever is later. Each additional stop adds on 30 minutes to the service time.
2.2. Van and lorry services are capped at 2 hours of service time upon arrival of driver or scheduled time of order, whichever is later. Each additional stop adds on 1 hour to the service time.
3.1. Total charges for an order comprise of the standard transport fee and any additional charges.
3.2. Standard transport fee includes the transportation of the shipment within the specific dimension and quantity to the recipient. Please refer to the latest pricing, dimension and quantity guidelines posted on https://www.lalamove.com/singapore/en/pricing and/or the Lalamove app. The guidelines may be amended and updated at our sole discretion from time to time without prior notice.
3.3. Additional charges comprise of:
3.3.1. Waiting time charges: In the event that a user is late for pickup/drop off, a grace period of 10 minutes applies once driver has reached the pickup/drop-off location. Subsequently, a $2 charge applies for every 10 minutes and/or part thereof of waiting time.
3.3.2. Overtime charges: Van and lorry services are capped at 2 hours of service time upon arrival of driver or scheduled time of order, whichever is later. If service takes longer than 2 hours, a $5 charge applies for every 10 minutes and/or part thereof of overtime charge per hired helper. Overtime charges for van and lorry services are capped at $200.
3.3.3. Oversized item charge: If the requirement or parcel exceed maximum weight, size, or quantity specified under https://www.lalamove.com/singapore/en/pricing, Lalamove will offer the customer to either of the below mentioned solutions:
184.108.40.206. Change the vehicle type to the appropriate one with price difference being borne by the customer (applicable to motorcycle, car, van, and lorry 10ft jobs).
220.127.116.11 Additional helper charge: Applies when a single item is 25kg and above. Price difference being borne by the customer (applicable to van and lorry jobs only)
18.104.22.168. Cancel the order with half of the delivery fee being borne by the customer if the driver already showed up to perform the job.
3.3.4. Wrong address charge: User will be charged the price of an additional trip from the original address to the new address provided. The price will be according to the standard transportation fee and additional stop charge.
3.3.5. Round trip charge: Return journey of round trip is only for simple documents such as receipts, delivery orders (DO) and cheques etc. The fees for this service depend on the vehicle requested to perform the job. It is priced at a flat rate of S$4.00 for motorcycles and bicycles, S$8.00 for cars, MPVs and vans, and S$10.00 for lorries, regardless of the distance.
3.3.6. Additional stop charge: Additional stops are charged depending on the vehicle requested to perform the job. Orders with multiple stops will incur an additional charge of S$3.00 per stop for motorcycles, S$5.00 per stop for cars, S$6.00 per stop for MPVs, S$8.00 per stop for 1.7m vans, S$11.00 per stop for 2.4m vans and S$17.00 per stop for lorries.
3.3.7. Moving service charges (Applicable for van and lorry jobs only):
22.214.171.124. Van jobs are door to door with driver’s help included in the price. Should any single item exceed the weight of 25kg however, additional helper will need to be requested and paid for by the customer. Price per additional helper is S$30.00 for two hours of service, counted from the pickup time requested by customer or driver’s arrival to the pickup point, whichever is later.
126.96.36.199. Lorry jobs are not door to door unless driver’s help is requested and paid for by the customer. Price for driver’s help is S$30.00 for two hours of service, counted from the pickup time requested by customer or driver’s arrival to the pickup point, whichever is later. Price per additional helper is S$40.00 for two hours of service, counted from the pickup time requested by customer or driver’s arrival to the pickup point, whichever is later.
3.3.8. CBD charges: There would be an additional charge of SGD$2.00 for motorbikes, bicycles and SGD$5.00 for cars, vans and lorries. For jobs with pickup outside of CBD area and drop-off or any of the drop-offs within CBD area, CBD surcharges apply Monday to Saturday from 6:30am to 8:30pm. A list of areas affected by CBD surcharge include but are not limited to Anson road, Beach road, Bencoolen road, Boat Quay, Bugis Street, Cairnhill Circle, Cecil Road, Chinatown, City Hall, High Street, Marina Bay, Middle Road, North Bridge road, Orchard road, People’s Park, Raffles Place, Rochor road, Shenton Way, Suntec City, Tanjong Pagar, Victoria street.
188.8.131.52 CBD charges do not apply on dates with Public Holiday charges imposed. Refer to 3.3.10. for full list of dates.
3.3.9. Secured zone charges: A flat fee of S$15.00, regardless of the vehicle type will be imposed for jobs which contain a stop at any of the following locations, but not limited to the following locations: Airport Cargo road, Airport Zone, ALPS Ave, Camps, Immigration Checkpoints, Construction sites, Jurong Island, Jurong Port, Ministry of Home Affairs (MHA), PSA Port, SATS, Aerospaces, Shipyard, Supply Bases.
3.3.10. Festive Surcharge: The charges applied will be additional S$3.00 for motorcycle, car, MPVs and bicycle orders and additional S$5.00 for van and lorry jobs. A comprehensive list of dates when the charges will be applied can be found in the table below :
From 1st January 2021, the festive surcharge will be as follows:
3.3.11. Miscellaneous charges – defined quote: These fees are those for which drivers cannot provide their own quote but must follow Lalamove pricing guidelines:
184.108.40.206. They include but are not limited to moving items without lift access where each flight of stairs is charged S$10.00 per helper. For example: Moving service with 2 helpers going down 1 flight of stairs(not per floor level) would cost $20.00.
220.127.116.11. Tailgate service (for lorries only) which is charged at S$20.00.
18.104.22.168. Wrapping service where each piece of furniture wrapped is charged at S$20.00.
3.3.12. Miscellaneous charges – open quote: These fees are those for which a driver is free to provide own quote. They include but are not limited to storage, dismantling and assembly. The quote must be provided by the driver to the customer before the commencement of the job. If customer is not agreeable with the quote, he/she must get in touch with Lalamove Customer Service at 6631 8383 before the commencement of the job. If Lalamove is contacted following the completion and payment of such job, Lalamove will not be able to provide compensation to the customer.
In case of additional charges being requested by the driver, and if these charges were not part of the original delivery order, it is User’s obligation to inform Lalamove Customer Service of these charges prior to paying the driver.
3.3.13. Late night surcharge:
1.1x - for orders with order time between 10:00PM to 11:59PM
1.25x - for orders with order time between 12:00AM to 07:59AM
3.3.14. Cancellation charges:
22.214.171.124. For immediate orders: 50% of the delivery fee is charged if a User cancels 5 minutes after being matched to the driver and/or after the driver arrives at the pickup location.
126.96.36.199. For scheduled orders: 50% of the delivery fee is charged if a User cancels 2 hours or less before the order time and/or after the driver arrives at the pickup location.
188.8.131.52. For driver who is on the way to order destination: Driver will call to confirm the order prior to departing. If delivery is confirmed with the driver then and a cancellation happens after the scheduled time, 50% of the order fee will be chargeable to the customer. Lalamove will assist in communicating the charges to the customer on the driver's behalf.
3.4. Once a vehicle type and starting point/end-point has been entered into the app / website, it will provide users with the delivery price. By confirming the delivery request, you accept to pay the delivery price quoted while being aware that additional charges may be imposed according to point 2.3.
3.5. The user shall pay the participating drivers in cash all sums immediately when due, unless otherwise agreed by both parties. If any of the parties does not agree with the charges, Lalamove Customer Service must be contacted prior to payment to the driver.
3.6. No hard-copy receipt will be provided. An electronic receipt will be automatically provided only upon request after completion of an order, sent to an email address provided by the User with the activation of “E-Receipt” toggle in the mobile application.
4. User's Obligations
4.1. The User warrants that he is either the Owner or the authorised agent of the Owner of the goods, and that he is authorised to accept and is accepting these Conditions not only for himself but also as agent for and on behalf of the Owner of the Goods.
4.2. Lalamove Singapore is responsible for all processed transactions that are matched and paid for through the payment methods made possible through the Lalamove platform. The User shall give to the Participating Drivers sufficient, accurate and executable instructions. Any extra costs arising from the difference between the provided information and actual situation shall be borne by the User. Any amendment or change in order pricing is to be abided by, approved and updated in the Lalamove application. Any dispute management, refunds, cancellation or amendment to processed payments must be informed and directly managed by the Lalamove team.
4.3. The user warrants that he has complied with all laws and regulations relating to the nature, condition, packaging, handling, storage and carriage of the goods. User shall not dispatch and participating drivers reserve the right to refuse any articles that are prohibited by law, dangerous or hazardous materials, perishable substances, and radioactive material. The user is liable for any loss or damage suffered by any third party as a result of any breach of the terms. Participating drivers will not open and inspect the shipment, and bear no responsibility in any legal liability resulting from the transportation of the shipment.
4.4. User shall ensure that shipment is adequately packed to protect against damage in the course of transmission, and also that no part of the shipment may be removed without the case, wrapper or container being torn or broken, a seal being broken or two adhesive surfaces being forced part.
4.5. User shall ensure that the shipment is properly packaged so as to protect against damage to the shipment during the course of delivery, and:
4.5.1. In the case of a shipment is of a fragile nature, that shipment shall be packaged in a case or container of sufficient durability and strength and shall be encased in or surrounded by sufficient and suitable protective material inside that case or container such that the shipment is guarded against damage that may result from any force, pressure or blows to which delivery items are ordinarily subject during the course of delivery and that such shipment shall bear the word “FRAGILE” prominently displayed in capital letters on the face of the case or container and above the address of the named addressee; and
4.5.2. in the case of a shipment which is susceptible to damage by bending, that the shipment shall be packed in a case or container of sufficient durability and strength to prevent the shipment from being bent or otherwise damaged during the course of delivery and such case or container shall bear the words “DO NOT BEND” prominently displayed in capital letters on the face of the case or container and above the address of the named addressee.
4.5.3. In addition, all secondhand items will not be applicable for compensation.
4.6. Lalamove shall not be responsible to provide a protective service for the transportation of perishable commodities or commodities requiring protection from heat or cold. Such commodities will be accepted for transportation solely at the customer’s risk for any damages arising from the transportation.
4.7. The user shall provide in respect of each shipment all necessary information, including without limitation:
4.7.1. The user’s name, address (including the postal code) and telephone number;
4.7.2. The addressee’s name, delivery address (including the postal code) and telephone number;
4.7.3. Special precautions to be taken in respect of the shipment e.g. "FRAGILE", "PERISHABLE", "DO NOT BEND" etc.;
4.7.4. For our cash on delivery service, please input your amount to be collected in the remark’s box for smoother and faster fulfillment.
4.8. In the event that the recipient is found to be absent from the address specified by you and no other person is present to take the shipment, the delivery provider will contact you as the delivery requester to request further instructions on how to proceed. In the event delivery requester cannot be contacted either, your items will be delivered to Lalamove’s office and the charge for this trip will be borne by the delivery requester. Should a redelivery of items be needed, a new delivery order will have to be placed. We reserve the right to suspend, restrict or terminate your access to Lalamove and the services at any time without advance notice or liability if we have reasonable grounds to believe you have breached any of these terms or in our opinion you misuse Lalamove or the services. This shall not limit our right to take any other action against you that we consider appropriate to defend our rights or those of any other person.
4.9 The user accepts that the driver is not obligated to allow passengers on board driver's vehicle as Lalamove's insurance coverage strictly covers only the delivery items in the vehicle and not the passengers that request to ride with the driver.
4.10. Purchasing services
4.10.1. Customer can use the purchasing service if:
- The price of goods does not exceed S$75 **
- Item is below 8 kg and within 40 cm x 25 cm x 25 cm (Motorcycle order)
- Purchases are either goods or services
- Able to wait for delivery within 2 hours
4.10.2. Price of purchasing service: Please refer to the pricing page
4.10.3. Lalamove will not be liable for any losses arising from the loss of or damage to the goods or services.
4.10.4. Drivers reserves the rights to cancel the order if the customer's order do not fulfil the criteria as per clause 4.10.1.
5. Engagement services outside Lalamove platform
5.1. Customers should not engage with our drivers outside of Lalamove's platform directly/indirectly within a period of 12 months after the order is being completed.
5.2. Should customer have special requirements not catered within the Lalamove platform, please contact our sales team at firstname.lastname@example.org and we would be more than happy to assist you.
6. Withdrawal of account
6.1. Customers may choose to withdraw the balance left in their Lalamove wallet with the following conditions:
6.2. Admin fee of 5% of remaining value or $15.00, whichever is higher will be deducted from the credit.
6.3. Processing of payment would take 14 working days for full refund.
6.4. Will not be entitled to any benefits should you wish to re-open your account. (Applicable to Corporate customers only)
6.5. Submit the Lalamove Account Closure Form HERE
7. Driver's Liability
7.1. Participating drivers shall take all reasonable precaution to prevent unauthorised persons from having access to the shipment and shall also take all reasonable precaution against loss of or damage to the shipment.
7.2. Participating drivers shall make reasonable effort to deliver the shipment according to the respective delivery schedules, which are estimates only and not guaranteed.
7.3. Participating drivers shall not be liable for any loss or damage arising from or in connection with:
7.3.1. The delivery of shipment set out in Clauses 3.3;
7.3.2. User’s failure to specify any precautions to be taken in respect of a shipment, as required under Clauses 3.5;
7.3.3. Participating driver’s failure to perform any of his/ her obligations hereunder as a consequence of circumstances outside his/her control;
7.3.4. Any acts or omissions of any party other than the participating driver.
7.4. Participating drivers are not obligated to allow customers to ride with them. This is up to the discretion of the driver as Lalamove's insurance coverage strictly covers only the delivery items in the vehicle and not the passengers that request to ride with the driver.
7.4.1. Participating drivers are strictly not allowed to extend quotation out of Lalamove's delivery app pricing for ferrying of users.
7.5. By signing up as a driver partner with Lalamove, you authorize Easyvan (SG) Pte Ltd to quote the service fee on your behalf as per the pricing rates stated on our platform.
7.6. Acting as an agent between you and the users, Easyvan (SG) Pte Ltd reserves the rights to claw back all payments made to you in the following scenario:
7.6.1. The user defaults any payments to Easyvan (SG) Pte Ltd.
8. Cancellation of order
8.1. The following table shows what constitutes as valid and non-valid cancellations by drivers:
8.2. The following penalties will apply to drivers for order cancellations without a valid reason:
8.3. When driver is on suspension, all future orders must be unassigned
8.4. Cancellation on and after order timing for immediate/scheduled orders will be confiscation of security deposit and permanent ban
8.5. Cancellation 20mins before order timing for scheduled orders will be permanent ban
8.6. Drivers reserve the rights to cancel the order if the waiting time exceeds 30 minutes starting from the indicated order pickup time chosen by the user.
8.6.1 In such scenario, drivers will not be liable for any disruption to users’ deliveries.
8.6.2. In such scenario, drivers will not be able to claim for any waiting time charges and/or cancellation fees from users or Lalamove
8.7. Clause 4.7 is not applicable for orders carried out within Secured Zones, drivers who cancel such order would be subjected to revocation of their Lalamove account.
9. Engagement of services outside Lalamove platform
9.1. Drivers should not engage with our customers outside of Lalamove's platform directly/indirectly within a period of 12 months after the order is being completed.
9.2. Should customer have special requirements not catered within the Lalamove platform, drivers are obligated to direct customer to our sales team at email@example.com and we would be more than happy to assist them.
10. Lalamove’s Liability
10.1. Customer agrees that Lalamove’s liability in respect of the shipment is strictly limited to direct loss only. All other types of loss or damage are excluded (including but not limited to loss of profits, income, interest, future business, or loss of revenue resulting from loss of use), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to Lalamove’s attention before or after acceptance of the delivery request. customer shall insure at its own costs against any risks in respect of the shipment.
10.2. Lalamove’s total liability in respect of any shipment shall be limited to its actual cash value or the cost of the delivery order (whichever is the lower). One shipment is defined as a delivery order with one unique order code and may include one or more stops. The exception to this liability are COD jobs as described in clause 7.1. customer shall not raise more than one claim for each shipment and settlement of such claim shall be full and final settlement for all loss or damage in connection with such shipment. If customer considers these limits as insufficient to protect itself or the shipment, then it must make its own insurance arrangements, failing which customer shall assume all risks of loss or damage in respect of the shipment. Lalamove shall not be under any liability to offer customers’ cargo insurance or to buy any insurance in respect of the shipment. Customer who needs cargo insurance or all risk insurance should purchase those insurances from third parties.
11. Exception to Lalamove’s Liability
11.1. Lalamove shall not be liable for loss or damage arising from or in connection with:
11.1.1. The delivery of any of the articles set out in clause 3.3.
11.1.2. The user’s failure to specify any special precautions to be taken in respect of a Shipment, as required under clauses 3.5, on the address label, consignment note, waybill and/or invoice.
11.1.3. COD service - Jobs that require drivers to collect cash from a pickup or drop-off point and deliver or transfer the cash to delivery requester;
11.1.4. Delivery of fragile items including but not limited to items such as cupcakes, flowers, glassware and musical instruments.
11.1.5. The misalignment, wear and tear, de-arrangement, heat, mold, rot, discoloration, degeneration, explosion, ignition or the hazardous, perishable, corruptible, fragile, or brittle nature of the contents of the shipment.
11.1.6. Delay or confiscation by any government authority due to the discovery of prohibited contents of the shipment.
11.1.7. Lalamove failure to perform any of its obligations hereunder as a consequence of circumstances outside its control, including without limitation any act of God such as weather conditions, flood or earthquake, work stoppages, strikes, industrial disputes, war, any act of government, accidents, traffic obstructions or congestion, mechanical breakdown, or other events of force majeure; or
11.1.8. any acts or omissions of any party other than Lalamove, including and without limitation the User, the named addressee, any government official or any subcontractor engaged by customer.
11.1.9. Damages to items of brittle nature or damages to items due to inappropriate packaging.
11.2. Lalamove will make every reasonable effort to execute the delivery request according to Lalamove’s delivery schedules prevailing from time to time, but these schedules are not binding and do not form part of the contract. Lalamove is not liable for any damages or loss caused by delays.
11.3. Lalamove shall not be liable for delay or non-delivery of a shipment arising from or in connection with the detention of the shipment by any government authority.
11.4. Lalamove shall not be liable for indirect or consequential loss or damage, including without limitation loss of profit, income, interest, future business or anticipated savings, even if the risk of such loss or damage was brought to Lalamove’s attention before or after acceptance of the shipment.
11.5. For the avoidance of doubt, Lalamove shall not in any way be liable or responsible for a delivery item prior to the shipment being accepted by Lalamove for delivery.
12.1. Any claims must be made within 24 hours after the delivery has been completed, failing which Lalamove shall have no liability whatsoever.
12.1.1. Corporate Customers must submit all claims using this Request Form. Our customer service team will get back to you within 3 working days.
12.2. All claims must be made in writing, accompanied by the delivery order number, contact information and other supporting documents requested by Lalamove and submitted to the following email address: firstname.lastname@example.org.
12.3. Claims are limited to one claim per delivery order, settlement of which shall be full and final settlement for all loss or damage in connection therewith.
12.4. Without prejudice to clause 6 and provided that Lalamove is satisfied that the user’s claim is justified, Lalamove’s liability for any loss of or damage to the delivery item shall be limited to the value of the delivery item or cost of the delivery order, whichever is lower. All compensation will be in Lalamove credits.
12.5. In the case of damage to the delivery Item, the amount of compensation by Lalamove shall be based on Lalamove’s assessment of the extent of the damage to and the actual cash value of the contents of the delivery item provided always that the amount of compensation shall not exceed the compensation limits. In the case of loss of or damage to the delivery item, Lalamove shall have the option of either replacing the delivery item or making compensation via Lalamove credits within the compensation limits.
12.6. Without prejudice to clause 3.6 and based on Lalamove's discretion, claims for perishable commodities such as food will be capped at the delivery cost or food value, whichever is lower.
13.1. The software is delivered to you on an “as is” basis and although Lalamove has used its best endeavors to ensure that the software will work properly on your mobile device, Lalamove does not warrant the performance of the software nor the compatibility of the software with your mobile device.
13.2. Lalamove is a logistics platform service and the services provided are part of the on-demand sharing economy. Lalamove makes no guarantee of the availability of the services, the availability of vehicles through the use of the services, the accuracy of the data or information provided as part of the services or the quality of the services of the participating drivers.
13.3. Lalamove shall not be liable for any damages, claims or costs whatsoever including any consequential, indirect, incidental damages or any loss of profit or damages to your mobile device as a result of your use of the Services or your installation and / or execution of the software even if Lalamove or its representative has been advised of the possibility of such loss, damage or claim.
13.4. Lalamove shall not be liable for any loss or damages, including any injury which you may suffer as a result of your delivery, transportation or journey in the vehicle of a participating drivers hired through the services and all your rights in relation thereto and in relation to the contract for hire between you and the relevant participating drivers shall be a matter between you and the relevant participating drivers.
13.5. Lalamove is not the agent of participating drivers or users and is not a party to the contract for the hiring of the participating drivers.
13.6. The foregoing limitations and exclusions apply to the extent permitted by law.
14. Personal Data Privacy
14.1. You may be required to submit personal information to Lalamove in order to use certain function of the software.
14.2. You agree that Lalamove can use your personal data (namely your name and contact number) as provided by you to Lalamove from time to time when you use the software for the purpose of providing the services.
14.3. You agree that Lalamove is entitled to collect, use, keep and update your personal data to such extent, for and at such time period as may be necessary when Lalamove provides the services to you, and you confirm that the personal data so provided by you are true and correct and up to date.
14.4. You further expressly consent that Lalamove is entitled to transfer your personal data to the participating drivers as may be necessary including, without limitation for the purposes of sourcing a booking to be accepted by a vehicle’s driver, confirmation/clarification of the booking information between you and the vehicle’s driver, and tracking the booked vehicles when Lalamove provides the services to you.
14.6. You agree that personal information such as your name, contact number and email address can be used for all promotional and marketing efforts of Lalamove.
14.7. If you no longer wish to receive promotional materials from Lalamove, you may unsubscribe from our mailing list by emailing us at email@example.com, and no further information will be sent to your email address.
15.1. Lalamove may from time to time amend the terms of these terms and conditions by “www.lalamove.com” and such shall be binding on you upon posting.
15.2. These terms and conditions shall be governed by and construed in accordance with the laws of Singapore.
15.3. You submit to the non-exclusive jurisdiction of the courts of Singapore.
15.4. Lalamove reserves the right to change the above terms and conditions at any time without prior notice.
16. Rules of Usage
16.1. You shall not use the software for or to promote any illegal acts.
16.2. You shall not use the software to produce any email advertisements or spam emails.
16.3. You shall not use the software in any way to track, stalk, harass or hurt any person.
16.4. You shall not in any way interrupt/destroy the operation of the software or the servers/network that linked with the software; Nor violate the network requirements, process, or terms and conditions that were mentioned when using the software.
17.1. Lalamove will run promotions from time to time. All promotions provided are subject to the prevailing regulatory requirements. Lalamove reserves the right to revise, suspend or terminate these requirements or terms and conditions at any time and Lalamove may withdraw the offer at its discretion without prior notice.
18. Opting out of Lalamove's database
18.1. If you do not wish to receive correspondence via e-mail from Lalamove, simply click on 'unsubscribe' at the bottom of last e-mail received.