User Terms & Conditions
Lalamove operation in Taiwan is managed by Lalamove Taiwan Limited. Users who use Lalamove service (including ordering party, sender party, and recipient party) must agree to Lalamove's mode of operation and comply with relevant user policies and service commitments. In the following sections of the agreement, Lalamove is referred to as “Lalamove”:
1, Type of Vehicle in Service & Method of Cost Calculation by Mileage
(0-1 KM) Additional Charge
(within 1.1-3 KM) Additional Charge
(within 3.1-7 KM) Additional Charge
(within 7.1-20 KM) Additional Charge
(more than 20 KM) Special Request Cost
Motorcycle NT$75(0-1 KM) ／NT$10(within 1.1-3 KM) ／NT$15(within 3.1-7 KM) ／NT$15(within 7.1-20 KM) ／NT$15(more than 20 KM)／ Lalabag +NT$0 per order
Newly-Added Intermediate Stops: +NT$20 per added stop
Purchase-and-Pay on behalf of paying customers: +NT$25 per order
Van (Full-Car Capacity) NT$450(0-1 KM)／ NT$10(within 1.1-3 KM) ／NT$10(within 3.1-7 KM)／ NT$20(within 7.1-20 KM)／NT$25(more than 20 KM)
－Newly-Added Intermediate Stops: +NT$150 per added stop
－Delivery to doors in upper floors (only in buildings with elevators): +NT$200
－Purchase-and-Pay on behalf of paying customers: +NT$25 per order
1.75 (ton) Truck NT$500(0-1 KM)／ NT$20(within 1.1-3 KM)／ NT$25(within 3.1-7 KM)／NT$25(within 7.1-20 KM)／ NT$30(more than 20 KM)
－Newly-Added Intermediate Stops: +NT$150 per added stop
－Delivery to the doors in upper floors (only in buildings with elevators): +NT$200
2, Method of calculating additional charge for special time-slot delivery
Time-Slot Additional Charge
07:00-21:59 Average Charge
22:00-06:59 1.2 times Average Charge
Note: The pricing listed above is ONLY for reference. Lalamove Taiwan Limited Reserves the right to adjust pricing due to operating circumstances. The actual pricing is based on the actual pricing displayed on Lalamove system. Lalamove Taiwan Limited shall also send emails to notify the registered accounts.
※Restriction on Freight Content and Volume
All items that users agree to commission Lalamove to deliver need to conform to the following standard and conditions, with options of volume that includes external packaging listed by vehicle type are outlined as follows:
Motorcycle: The maximum item volume including packaging is 30X60X40cm (length x width x height), provided that the item can be placed on the front foot-rest space. The total weight of the item must not exceed 20 kg.
SUV: The maximum item volume including packaging is 100x100x100cm (length x width x height), with total weight not exceeding 200 kg, and the weight of single item no exceeding 20 kg.
Van: The maximum item volume including packaging is 150x100x100cm (length x width x height), with total weight not exceeding 300 kg, and the weight of single item no exceeding 20 kg.
1.75 ton trucks: The maximum item volume including packaging is 200x120x120cm (length x width x height), with total weight not exceeding 500 kg, and the weight of single item no exceeding 20 kg.
※Summary of Delivery Item Retrieval/Arrival Time
1, Estimated delivery item retrieval time
Regarding the item retrieval time for motorcyclists servicing “Deliver Now” orders, there shall be an additional 10-minute grace period to the pick-up time displayed by system, and an additional 20-minute grace period for other types of delivery vehicles.
Regarding the item retrieval time for drivers of all vehicle types servicing “Scheduled” orders, there shall be an additional 10-minute grace period to the pick-up time displayed by system, and an additional 20-minute grace period for other types of delivery vehicles. The actual time of retrieval is subject to actual traffic, complexity of access to pick-up location, and weather. Please kindly refrain from requesting drivers to disobey traffic rules.
2, Estimated Delivery Arrival Time
If the distance from the location of retrieval to the delivery destination for motorcycle delivery is within 3 KM, delivery items should arrive within 30 minutes after retrieval; for delivery distance between 3 and 10 KM, delivery items should arrive within 45 minutes after retrieval; for delivery distance between 10 and 15KM, delivery items should arrive within 60 minutes after retrieval; for delivery distance of more than 15 KM, delivery items should arrive within 90 minutes after retrieval.
If the distance from the location of retrieval to the delivery destination for delivery of other vehicle types is between 1 and 20 KM, delivery items should arrive within 2 hours after retrieval; for delivery distance between 20 and 40 KM, delivery items should arrive within 3 hours after retrieval; for delivery distance of more than 40 KM, delivery items should arrive within 4 hours after retrieval.
For orders delivered by motorcycles, every added intermediate stop along the delivery route adds 10 minutes to the delivery arrival time. For orders delivered by SUVs and vans, every added intermediate stop along the delivery route adds 20 minutes to the delivery arrival time. For orders delivered by trucks, every added intermediate stop along the delivery route adds 30 minutes to the delivery arrival time.
Please kindly refrain from requesting drivers to disobey traffic rules.
※System Usage Guideline
1, Order Content Guideline
Users who use the service provided by Lalamove must comply with relevant Lalamove guidelines on item types to be carried by our ordered delivery service and their volume-limit specifications.
If upon arrival, drivers find that the actual item to be delivered, does not match the delivery item description on order display system, or violates the specification of Lalamove guideline, the driver reserves the right of refusal in accepting the order in question, while the user of the order in question still must pay a cancellation fee, or the order charge. If it is not paid, it is considered to be a violation of Lalamove guideline, and Lalamove reserves the right to suspend the account of the user in question.
Users must clearly state the shipping requests on the ordering system of Lalamove system when placing all delivery orders by adding order-related details, special requirements and remarks.
If Lalamove Delivery Partners are not clearly informed, or Lalamove Delivery Partners find that the actual shipping request by users not matching the displayed order requests, or violating Lalamove guideline, so that Lalamove Delivery Partners are unable to accept the items, or to provide delivery service for the items in question, Lalamove Delivery Partners reserve the right of refusal in accepting the order in question, while the users must still pay a cancellation fee (If the violation to volume restriction is deliberate or ill-spirited, the user is liable in paying for the charge of the order in question, and Lalamove Delivery Partners reserve the right of refusal in providing any service).
If the charge in question is not paid, it is regarded as a violation to Lalamove guideline, as Lalamove reserves the right to suspend the account of the user involved until all resulting charges are paid in FULL.
If any single user violates Lalamove guideline three times or more, Lalamove reserves the right to suspend the account of the user involved indefinitely.
If any user needs to modify order content at any time, please contact the designated driver through Lalamove, or call Lalamove customer service hotline.
If the designated driver is unable to complete the service due to the fact that the order is not clearly indicated on the order information, or after the order is received (including the delivery location, item size, special needs), the driver reserves the right to return the to-be-delivered items. (And since the driver involved has already picked up the to-be-delivered item(s), the user should not only pay the delivery charge of the order, but also the resultant delivery service charge for the return of to-be-delivered item by the driver to the ordering user).
Cancellation Fee: Any circumstances leading to Lalamove Delivery Partners unable to provide services upon arrival. If for circumstances such as order cancellation upon driver arrival, unable to provide services (as the status of the to-be-delivered items not consisting with the original delivery requests, or violating Lalamove guideline), change of order details such as delivery request, destination and item dimensions, etc., upon driver arrival, or imposing unreasonable requests towards our drivers, etc., will result incur the service charge of the order involved, which is half of the starting price of service by the type of vehicle involved.
To pay for the order charge of this order: If the specification of the to-be-delivered item does not comply with Lalamove guideline, Lalamove Delivery Partners reserves the right to refusal in providing services, and the order charge still needs to be paid.
2, Payment Guideline
Payment by Cash: For each order, service charge is directly paid in cash to the driver who provides the ordered service.
Online credit prepaid by credit card: online credit card payment to store credit to “My Wallet” on Lalamove, as the charged fee of each order transaction will be deducted from Lalamove “My Wallet”. As online credit prepaid by credit card will incur additional service surcharge fees for overseas transactions, of the amount is subject to the guideline and policy of individual. The balance in “My Wallet” can only be used to pay for delivery service charge, priority express delivery charge, but not for payment for items of any purchase-and-pay service of Lalamove.
3, Guideline for Delivery Content
Lalamove does not provide delivery service to all illegal objects, hazardous objects such as explosive objects, live subjects (all living biological beings), etc., however not limited to those aforementioned items.
As Lalamove and Lalamove drivers have no knowledge of all of the delivered goods, therefore if there is any legal or safety related issues occurred during the delivery process, user shall be liable to bear all relevant responsibilities or risk, as Lalamove and Lalamove Delivery Partners bear no responsibility or liability whatsoever.
Lalamove does not offer any removal service for large objects such as furniture, home items and event decorative items, etc., to move to upper floors, however, for items conforming to the volume restriction of Lalamove, we can assist in its delivery.
Lalamove does not provide delivery services for items that are not packaged properly which may easily cause damage or contaminate Lalabag or delivery vehicle interior.
Users may not privately negotiate with drivers to arrange for delivery services. If any incident involving the seeking of drivers of Lalamove while bypassing Lalamove, or contacting Lalamove Delivery Partners without the authorization of Lalamove, is confirmed by Lalamove, the account of the user and the Lalamove Delivery Partner involved will be immediately and indefinitely suspended, as the user and the driver involved will be barred from engaging Lalamove service indefinitely.
Lalamove bears no responsibility and association with any delivery service not sanctioned by Lalamove , therefore user alone shall be the sole party responsible for any legal and safety related problems incurred thereby.
Users may not use Lalamove to impose any illegal, threatening, harassing, cursing and right-infringing behavior on drives, or to demand drivers to violate traffic rules, and if through driver feedback as well as confirmed by Lalamove, the user account on Lalamove will be suspended immediately.
If any relevant legal and safety issues should arise, the user involved would be the sole responsible party. Users may not abuse the delivery service of Lalamove in ways such as random last-minute canceling of orders, deliberately providing incorrect contact details, deliberately not receiving delivered items, compromising the reputation of Lalamove, etc., including but not limited to the aforementioned events, or any illegal usage.
If the aforementioned abuse deemed true by Lalamove, the user will receive a warning, and in severe cases, the user account will be permanently suspended. Should any additional legal and safety issues arise, the user is the sole party responsible for the violation, and Lalamove reserves the right to prosecute legally.
4, Driver Waiting Period Outline and Guideline
The free waiting period of Lalamove motorcyclist for the sender/recipient is of 10 minutes. If the actual waiting period exceeds 10 minutes, Lalamove motorcyclist reserves the right to refuse to keep waiting, and hence the right to withdraw service offering.
If Lalamove motorcyclist is willing to continue waiting after more than 10 minutes of waiting, given consensus between the Lalamove motorcyclist and the sender/recipient, a waiting fee will be charged.
For waiting period of 11-40 minutes, the waiting fee is NT$50, of 41-60 minutes, the wait fee is NT$100, of over 60 minutes, the waiting fee, on top of the NT$100 for the first 60 minutes, is additional NT$150 for every addition hour after the first 60 minutes period, and if the additional time beyond the first 60-minute mark is less than 60 minutes, the hourly additional charge of NT$150 shall incur.
If the item has been picked up, the item shall be returned to the sender in full, and the sender may not request a refund, and shall pay the return-leg delivery fee. The free waiting period for Lalamove Delivery Partners of other vehicle types is of 20 minutes. If waiting time exceeds 20 minutes, there will be waiting fee of NT$200 for every 30 minute (waiting of less than 30 minutes will incur NT$200 waiting fee), and half an hour and half an hour).
If the actual waiting period exceeds 20 minutes, Lalamove Delivery Partner reserves the right to refuse to keep waiting, and hence the right to withdraw service offering. If the item has been picked up, the item shall be returned to the sender in full, and the sender may not request a refund, and shall pay the return-leg delivery fee. (If the delivery order is for recipient to pay for delivery cost, then Lalamove Delivery Partners should contact Lalamove customer service for assistance in interfacing directly with customers.)
Users (senders and recipients) should at all time keep in contact when using Lalamove service, so when Lalamove Delivery Partners are unable to contact users (senders and recipients),Lalamove reserve the right to cancel the order in question, and return the delivery item to sender who may not request a refund, and need to pay the return-leg delivery.
※Service Outline for Special requests
1, Multiple-Destination Delivery
This service is for retrieval of multiple items in a single location before delivery to multiple destinations under one order. Every delivery destination is regarded as an intermediate stop. Every newly added stop will incur intermediate-stop fee, charged according to the vehicle type, If the delivery item is of round-trip delivery (point-A to Point-B back to Point-A), it shall be subject to fee-charging scheme of multiple-destination delivery.
2, Purchase-and-Pay on behalf of paying customers
This service is for Lalamove Delivery Partners to retrieve and pay on behalf of users for the pick-up item, on behalf of users, at the designated pick-up location, before delivery to recipient destination, and accepting payment from recipient. Lalamove only provides this service for delivery of items sold in shops with actual storefront, therefore, Lalamove does not serve order to pick up and pay for products to be picked up from convenient stores, purchase-and-pay from private residences, hotels and all other random locations without proper addresses, etc.
To use this service, the purchase-and-pay option must be selected, and specify the amount to be paid on behalf of user in the remark area. The method of service charge calculation is the purchase-and-pay charge of NT$25, on top of the original delivery charge.
The maximum cap of value for purchase-and-pay items is NT$2000, and if such item value is more than NT$2000, Lalamove reserves the right not to provide service, and to cancel such order. The recommended cap of value of purchase-and-pay item is NT$5000.
For users who have selected the purchase-and-pay service, and in the case of Lalamove Delivery Partners have paid for the to-be-delivered item, the circumstances of recipient refusal to accept delivery items, or of unable to complete delivery due to recipient issues, which are unresolved even after Lalamove attempts to contact users have yielded no result, Lalamove may direct the delivery of the purchase-and-pay item to the designated location by user, who shall pay for the item purchase amount Lalamove Delivery Partner has paid on behalf of the user, plus the delivery charge of the delivery trip in question.
This service may only be provided by Lalamove Delivery Partners who is equipped with Lalabag, and is able to provide waterproof, thermal insulation and large-volume transportation service.
To use this service, “Lalabag” option needs to be selected. The volume of the to-be-delivered item, including packaging, shall be less than 40x40x40 (length x width x height), no more than 20 Kg in weight, to fit into the Lalabag.
※Usage Guideline for Special Request
When using the purchase-and-payment service, please specify the amount to be paid on behalf of users, and if the item of purchase-and-pay service ordered by general users reaches NT$2000, Lalamove reserves the right to cancel the order in question, and for Top-Up users, the amount to be paid on behalf of users should not be more than NT$5000.
When using the purchase-and-payment service, users should confirm the status of to-be-delivered items such as the store of the pick-up location is within its opening hour, and accepting early order, etc. If for reasons such as item out of stock or any other reasons resulting in item not able to be retrievable, drivers are unable to retrieve purchase-and-payment items, users still need to pay for a cancellation fee, which is 50% of the starting charge of delivery service of such vehicle type.
For using other types of vehicle to deliver items to upper floors that requires elevator, if the item needs to be carried up or down for more than one level, there needs to be the presence of elevators, if without elevators, such service cannot be facilitated. The to-be-delivered item shall not exceed 20kg in weight.
※Item Damage and Compensation:
It is not recommended to deliver items, of value of more than NT$5000 via motorcycles, and of value of more than NT$20000 for other vehicle types.
Lalamove does not provide packaging for the delivery item, and so as to ensure the deliver safety and efficiency of the delivery items, users should choose the appropriate packaging materials such as bubble wrap, foam, newspaper, Styrofoam, sponge, etc., according to the to-be-delivered item attributes, weight, volume, etc., so as to ensure complete packaging to protect the delivery item, and for any item not conforming to the aforementioned requirements, Lalamove Delivery Partners reserves the right to refuse service, or to demand proper packaging before providing service.
If for reason of users not waterproofing item packaging, and without selecting “Lalabag” option so that Lalamove Delivery Partners can place delivery items in Lalabags, resulting in the delivery items in question to be damaged for any reason in rainy days, Lalamove and Lalamove Delivery Partners do NOT bear any liability for any damage caused.
For users wishing to deliver special items and fragile items, clear and specific notice shall be written on the order document, from which any deviance would allow Lalamove Delivery Partners to reserve the right to refuse service, or to provide proper packaging.
The relevant packaging recommendations are as follows. For any reason not meeting the following packaging requirements, hence causing any delivery-related damages, Lalamove and Lalamove Delivery Partners do NOT bear any liability for any damages.
Glass/ceramics fragile items: Every item needs to be wrapped in protective materials, and packed separately, as items such as tea pots and pot cap needs to be packed separately.
Foods/Cake Items: Packed with proper and fixing packaging materials, as cake items should be secured at the bottom layer which shall be fixed with the external packaging to avoid any slippage during delivery. The packaging material should be kept at certain gap from content item so as to avoid collision with packaging materials.
The content item shall be placed completely inside the packaging without protruding over, or exceeding, the height of the external packaging. We recommend sealing the box with sticky-tape, or even bounded with packaging tapes pending on needs for securer packaging..
Small Accessories/ Small Items: Small items should be placed in small paper boxes, before being packed again, while being filled with buffering packaging materials. Users should take stock and check of all to-be-delivered items, including their exterior and main bodies. If items are received, they are regarded as fully checked, as Lalamove and Lalamove Delivery Partners do NOT bear any liability.
If any user encounters loss or damage of delivery items, caused during the delivery by Lalamove Delivery Partners, shall apply for damage compensation, with the exception of any unforeseen factors such as natural disasters, resulting in the damage and anomaly of delivery items, by submitting photographic proof of the damage in question, on the day of the delivery in question, or by the end of the next working day, as well as proof of value of the damaged delivery items, in lodging relevant complaint to Lalamove, as no complaint shall be accepted once the aforementioned time period of damage claim submission has passed.
Lalamove shall have commissioned insurance company completing relevant insurance claim check within 10 working days after the compensation claim is lodged and received, and if the claim is deemed as warranted compensation claim, the users seeking the said claims shall be compensated. The maximum compensation amount by Lalamove for motorcycle delivery is NT$5000, and NT$20000, for vehicles of other types. If the damaged delivery item is of cooked-food item, and the claim is deemed warranted, the compensation amount of 60% of the commercial value of the cooked foods in claim.
The insurance company Lalamove works with reserves the sole right to apply for compensation claim for delivery item, as users must preserve the damaged item for Lalamove to retrieve and destroy, otherwise no compensations will not be given.
If users did not provide proper packaging according to the attributes, weight and volume of to-be-delivered item, hence requesting applications that create additional workloads for drivers or that do not comply with Lalamove user guideline, the compensation claims shall be deemed as invalid.
As Lalamove is a third-party matching-service platform, not a logistics service company, Lalamove does not guarantee matching result with drivers. If users do not comply to this guideline, and consequently causing any legal and safety violations, users shall be the sole party bearing all liabilities.
Lalamove reserves the rights of final decisions and amendments of this guideline, as all matters related to this service shall be referred to the actual displayed information on Lalamove web site, APP and Web App.
Should users have any queries or suggestions for Lalamove service, please kindly contact our customer service hotline (02)2597-5155, as we are more than happy to give you feedback regarding your queries. Thank you!