Our Global Coverage

Driver Offboarding Policy

Last Updated: 29th September, 2025

Lalamove’s mission is to make on-demand and same-day delivery possible for everyone at the touch of a button. To do that, Lalamove needs to collect, use, and share some of the Delivery Partners’ personal data.

This Delivery Partner Offboarding Policy (“Offboarding Policy”) is meant to help the Delivery Partners understand the process of deleting their Delivery Partner Account and the related personal data as well as any consequences regarding the deletion of their Delivery Partner Account, either initiated by themselves or by Lalamove both as stipulated in more detail in the Delivery Partner Terms of Use.

Defined terms shall have the meaning set out in the Delivery Partner Terms of Use, unless otherwise defined herein.

A. Initiating the deletion of the Delivery Partner Account and personal data

1. Deletion via application for Delivery Partner. In order to delete the Delivery Partner Account on the application for Delivery Partner, the Delivery Partner needs to tap ‘Delete Account’ under ‘Profile’ -> ‘Settings’ -> ‘Personal Information Settings’ in the application for Delivery Partner.

During the process of deleting the Delivery Partner Account, the Delivery Partner shall follow the steps below:

  • Confirm he/she agrees to Lalamove’s handling of remaining balances held in the Delivery Partner wallet as specified in clauses ‎D.‎3and D.4.

  • Confirm his/her identity via a one-time password (OTP).

  • Select a reason for the request to delete the Delivery Partner Account as shown within the application for Delivery Partner. However, the Delivery Partner can also proceed with the request for deletion without filling in a specific reason.

  • After reviewing the entire text presented in the application for Delivery Partner, and provided the Delivery Partner accepts Lalamove’s procedures for account deletion and the respective timelines (both as set out in this Offboarding Policy), click ‘Delete Account’.

  • Click 'Confirm'.

2. Deletion via email or in person. In addition to the deletion via the application for Delivery Partner pursuant to clause ‎A.‎1, the Delivery Partner may also delete the Delivery Partner Account by (i) sending a request for deletion via email to dops.de@lalamove.eu or (ii) visiting Lalamove’s office at Prinzessinnenstraße 19/20, 10969 Berlin, Germany in person and requesting the deletion. In both scenarios, the Delivery Partner must:

  • Include his/her name and the telephone number registered in his/her Delivery Partner Account in the deletion request;

  • Confirm he/she agrees to Lalamove’s handling of remaining balances held in the Delivery Partner wallet as specified in clauses ‎‎D.‎3and ‎D.‎4; and

  • Confirm he/she agrees with Lalamove’s procedures for account deletion and the respective timelines (both as set out in this Offboarding Policy).

B. Deactivation and permanent deletion of the Delivery Partner Account

1. Deactivation of Delivery Partner Account. Upon a Delivery Partner’s request to delete his/her Delivery Partner Account, the Delivery Partner Account will immediately be deactivated and the Delivery Partner will not be able to access the Platform anymore. Until the permanent deletion, the Delivery Partner may request to reverse the Delivery Partner Account deactivation, which is subject to Lalamove’s approval.

2. Loss of information/benefits.With the deactivation of the Delivery Partner Account, the Delivery Partner loses all access to information and any other benefits (e.g. unused rewards, or information that might support claims or rights he/she may seek to assert).

3. Update regarding deletion. Lalamove aims to respond at the latest within thirty (30) days of receiving the Delivery Partner’s request of deletion and provide the Delivery Partner with an update regarding the status of the permanent Delivery Partner Account deletion.

4. Restrictions on deletion. Where prohibited under applicable law or if the Delivery Partner has any outstanding payments, Lalamove may be unable to delete the Delivery Partner Account. Lalamove may also deny to delete a Delivery Partner Account if there is an issue with the Delivery Partner related to trust, safety or fraud. 

5. Permanent deletion and data retention. Subject to clause ‎B.‎4, Lalamove will permanently delete the Delivery Partner Account and personal data unless certain data needs to be retained to the extent required by applicable law or as otherwise set out in the Privacy Notice. More details regarding the deletion of personal data in general are set out in the Privacy Notice.

For more detailed information about which personal data is processed, the purposes, the legal bases, the retention periods, international transfers and the Delivery Partner’s rights under the General Data Protection Regulation (GDPR), please refer to the Privacy Notice.

6. Termination by Lalamove. Clauses ‎B.‎1 and ‎B.‎3 shall not apply if Lalamove terminates the contractual relationship with the Delivery Partner in accordance with the Delivery Partner Terms of Use.

C. No restoration of the deleted Delivery Partner Account

Currently, there isn’t a way to restore a deleted Delivery Partner Account. If the former Delivery Partner would like to rejoin the Platform, he/she must apply for a new Delivery Partner Account.

D. Consequences of deletion of Delivery Partner Account

1. Removal of Lalamove stickers. Lalamove reserves the right to request removal of Lalamove-branded stickers on the vehicle used by the Delivery Partner for the performance of the Shipment Deliveries after the deletion of the Delivery Partner Account.

2. Return of Lalamove properties. The Delivery Partner shall return all Lalamove properties after the deletion of the Delivery Partner Account. If applicable, Lalamove’s staff will assist the Delivery Partner on the process of returning the Lalamove properties.

3. Reimbursement of positive balances. Subject to clause D.4, Lalamove will transfer any positive Delivery Partner wallet balances to the bank account provided by the Delivery Partner within a maximum of two (2) months after the deletion of the Delivery Partner Account. The Delivery Partner is responsible for providing correct bank account details for this reimbursement.

4. Suspension of reimbursement. Lalamove has established a procedure for the suspension of reimbursement of positive balances pursuant to clause ‎D.‎3 to address instances of misconduct, including collusion, unfair practices, suspicious monetary behaviour and payment disputes. Such suspensions will occur only after manual review of the circumstances. Affected Delivery Partners can always contact Lalamove for manual support and to appeal decisions that they believe are unjust. There is generally a grace period of less than ten (10) days for submitting an appeal. If an appeal is rejected, the Delivery Partners can file a re-appeal. This ensures that all parties have the opportunity to challenge decisions and maintain fairness.

5. Accrued rights and liabilities. The deletion of the Delivery Partner Account shall not affect any rights or liabilities which have accrued to Lalamove or the Delivery Partner prior to the date of the permanent deletion taking effect.

E. Changes to this Offboarding Policy

1. Right to amendments. Lalamove shall be entitled to amend this Offboarding Policy in the case of continuing obligations, to the extent this is necessary for the reasonable continuation and performance of the contractual relationship for the reasons listed below:

  • to compensate for contractual gaps that have emerged if a gap in this Offboarding Policy arising after the conclusion of the contract causes significant difficulties in the performance of the contract (e.g. a court has declared a clause invalid) and these cannot be remedied in any other way; or

  • to adapt this Offboarding Policy to changes in the legal situation (e.g. changes in the relevant laws or federal court or supreme court rulings), insofar as this is necessary to ensure the legality and other legal compliance of this Offboarding Policy as well as of performance and consideration; or

  • to restore the equivalence between performance and consideration if this is significantly disrupted after conclusion of the contract due to unforeseeable changes in the legal or other framework conditions (e.g. due to changes in the law, unless their specific content was already foreseeable, for example in the phase between the conclusion of the formal legislative process and the entry into force). This shall only apply if Lalamove has not initiated these changes and has no influence over them.

2. Notification. The Delivery Partner shall be notified of the amended clause in writing (including via text message) with reasonable and proportionate notice period, but in any event at least fifteen (15) days before the planned effective date of the amendment. This notice period shall not apply where Lalamove:

  • is subject to a legal or regulatory obligation which requires Lalamove to change this Offboarding Policy in a manner which does not allow Lalamove to respect this notice period; in such an event, Lalamove shall provide as much advance notice as is reasonably practicable under the circumstances; or

  • has exceptionally to change this Offboarding Policy to address an unforeseen and imminent danger related to defending the Platform, consumers or business users from fraud, malware, spam, data breaches or other cybersecurity risks.

3. Termination by the Delivery Partner. The Delivery Partner may terminate the contractual relationship with Lalamove, including this Offboarding Policy, without notice period and free of charge at the proposed effective date of the changes. The Delivery Partner will be specifically notified of this in the notice.

4. Changes to prices. This provision does not include changes relating to prices.

F. Contact Lalamove

If the Delivery Partner has any questions or concerns about his/her privacy or anything in this Offboarding Policy, including if he/she needs to access this Offboarding Policy in an alternative format, Lalamove encourages the Delivery Partner to contact Lalamove.