Helper Service Terms

Last Updated: 17th November, 2025

1. The defined terms have the meanings specified in the User Terms of Use, unless otherwise defined herein.
2. These Helper Service Terms ("Helper Service Terms") apply to services provided by the Delivery Partner to the User via the "Helper Service" function available on the Platform. The "Helper Service" enables the User to arrange and plan support services (as an additional service to Shipment Delivery) with the Delivery Partner and by submitting a request for the collection of certain goods for loading and unloading, moving or lifting ("Support Services"). These Helper Service Terms supplement the Delivery Partner Terms of Use and User Terms of Use.
3. Payment of additional fees. The User is obliged to pay an additional fee for the Support Services. The amount of the additional fees may vary depending on the duration of Support Services. The additional fees are transparently communicated to the User prior to the binding order of the Support Services.
4. Adjustment of additional fees. Lalamove reserves the right to adjust the additional fee model, the criteria for calculating additional fees, and the amount of additional fees for future Support Services. Users will be informed of any such adjustments that result in an increase in additional fees before their next order of Support Services. They will have the option of placing an order for Support Services at the adjusted price or refraining from placing an order.
5. Role of Lalamove. The Platform provided by Lalamove enables Users to request Support Services from Delivery Partners and Delivery Partners to provide and perform such services. It is at the sole discretion of the Users and Delivery Partners whether they enter into a contract for Support Services with each other on the Platform. Lalamove and any affiliated companies act solely as intermediaries for Support Services between Users and Delivery Partners and do not themselves provide any Support Services, employ any Delivery Partners or act as Delivery Partners. All Support Services are provided exclusively by the Delivery Partners.
6. No third-party property; third-party rights. Users may only order the Support Services if they are the sole owners of the goods or are otherwise authorised to order the Support Services. The ordering of the Support Services must not result in any infringement of third-party rights. 
7. Packaging. The Delivery Partner or his vicarious agent does not assist with packing the goods or packing boxes. The User must properly pack the goods and prepare them for transport before the Delivery Partner or his vicarious agent arrives. The Delivery Partner or his vicarious agent does not offer installation or removal of equipment. 
8. Additional protection or special requirements. If the User requires additional protection for the goods or has other special requirements, the User must inform the Delivery Partner of this in advance. The Delivery Partner shall decide at its own discretion whether to accept such special requirements. If the Delivery Partner accepts such special requirements, an additional fee for such special requirements may be charged, which shall be borne by the User and shall be at the discretion of the Delivery Partner. 
9. Sufficient, correct and executable instructions. The User must provide the Delivery Partner or his vicarious agent with sufficient, correct and executable instructions and orders. If insufficient, incorrect or, for factual or legal reasons, non-executable instructions or order details lead to additional costs, the User shall bear these additional costs.
10. Support Services outside the Platform. Unless the User has booked Support Services via the Helper Service when placing the order, the Delivery Partner is under no obligation to provide Support Services. If the User requests such Support Services before loading the goods into the Delivery Partner's vehicle, the decision to provide the Support Services is at the sole discretion of the Delivery Partner or its vicarious agent.
    
    (a) If the Delivery Partner or his vicarious agent agrees to provide the Support Services, it shall inform the User of any additional fees before the contract is concluded. If the User agrees to pay the additional fees, a separate contract shall be concluded between the Delivery Partner and the User with regard to the provision of the Support Services. The provisions of these Helper Service Terms (with the exception of clauses ‎2 and ‎5, sentences 1 and 2) shall apply accordingly in this case.
    
    (b) If the Delivery Partner or his vicarious agent refuses to provide the Support Services, he may cancel the entire Shipment Delivery. In this case, the User's original request for the Shipment Delivery (without the Support Services) remains open and may be accepted by other Delivery Partners on the Platform.
11. Liability for Users without a Corporate Account.
    With the exception of Users with Corporate Accounts, to whom the special liability provisions in clause ‎12 apply, the following liability and limitation of liability provisions apply:
    
    11.1 Scope of liability. Lalamove shall be liable without limitation for (i) damages resulting from injury to life, limb or health and (ii) damages resulting from intentional or grossly negligent breach of duty by Lalamove, a legal representative or vicarious agent of Lalamove. 
    
    11.2 Liability for slight negligence. In all other cases of slight negligence, Lalamove shall only be liable in the event of a breach of a material contractual obligation (so-called "Kardinalpflicht"). Kardinalpflichten are obligations whose fulfilment is essential for the proper execution of the contract and on whose compliance the contractual partner may regularly rely. In this case, Lalamove's liability is limited to the foreseeable damage typical for this type of contract. Any further liability for damages is excluded.
    
    11.3 Network disruptions. Lalamove is not liable for disruptions within the platform for which Lalamove is not responsible.
    
    11.4 Limitation of liability as an intermediary. As a pure intermediary, Lalamove is not liable for the provision of Support Services, as these are provided entirely by the Delivery Partner at its own expense and responsibility. Lalamove is therefore not responsible for any damage, fines or other losses incurred by Users as a result of using Support Services or the behaviour of Delivery Partners or their vicarious agents. Lalamove makes no representation or warranty as to the quality, suitability, safety, competence, punctuality or reliability of the Delivery Partners or their vicarious agents.
    
    11.5 Liability for User obligations. Lalamove shall not be liable for any damage resulting from inadequate packaging of the shipment by Users or for damage to goods that already existed before the start of transport.
    
    11.6 Applicability to representatives and vicarious agents. The above limitations of liability also apply to Lalamove's legal representatives and vicarious agents.
12. Liability for Companies.
    The following liability provisions apply only to Companies (i.e. Users that have a Corporate Account).
    
    12.1 Slight negligence. In cases of slight negligence, Lalamove shall only be liable in the event of a breach of a material contractual obligation (so-called "Kardinalpflicht"). Kardinalpflichten are obligations whose fulfilment is essential for the proper execution of the contract and on whose compliance the Company may regularly rely.
    
    12.2 Exclusion of lost profits. Lalamove's liability for lost profits is excluded.
    
    12.3 Limitation to typical, foreseeable damages. Lalamove's liability is limited to the amount of damage typical for the contract and foreseeable at the time of conclusion of the contract, which can typically occur in this type of service contract.
    
    12.4 Network disruptions. Lalamove is not liable for disruptions within its network for which Lalamove is not responsible.
    
    12.5 Data loss. Lalamove shall not be liable for any loss of data, insofar as such losses would have been unavoidable even if the Company had taken appropriate security measures.
    
    12.6 Limitation of liability as an intermediary. As an intermediary, Lalamove is not liable for the provision of Support Services, as these are provided entirely by the Delivery Partner at its own expense and responsibility. Lalamove is therefore not responsible for any damage, fines, delays or other losses incurred by the Company as a result of the use of Support Services or the conduct of Delivery Partners or their vicarious agents. Lalamove makes no representations and gives no guarantees regarding the quality, suitability, safety, competence, punctuality or reliability of Delivery Partners or their vicarious agents.
    
    12.7 Liability for User obligations. Lalamove shall not be liable for any damage resulting from inadequate packaging of the shipment by the Company or its Authorised Users, or for damage to goods that existed prior to the start of transport. Lalamove's liability does not extend to impairments to the use of the Platform resulting from improper or incorrect use by the Company or its Authorised Users.
    
    12.8 Applicability to representatives and vicarious agents. The above liability provisions and limitations also apply to Lalamove's legal representatives and vicarious agents.
    
    12.9 Exceptions. The limitations and exclusions of liability set out in this clause‎ 12 do not apply to: (i) damage resulting from injury to life, limb or health; and (ii) damage resulting from intentional or grossly negligent breach of duty by Lalamove, its legal representatives or vicarious agents.
13. Amendments to these Helper Service Terms.
    
    13.1 Right to make changes. Lalamove has the right to amend these Helper Service Terms, to the extent this is necessary for the reasonable continuation and performance of the contractual relationship with the Users for the reasons listed below:
    (a) to compensate for contractual gaps that have emerged if a gap in these Helper Service Terms 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
    (b) to adapt these Helper Service Terms 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 these Helper Service Terms as well as of performance and consideration; or (c) 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.
    
    13.2 Notification. Users shall be notified of the amended Helper Service Terms in writing (including by email and SMS) with reasonable and proportionate notice, but at least one (1) month before the changes are scheduled to take effect. For consumers within the meaning of Section 13 of the German Civil Code (BGB), an explanation of the amendments will be provided.
    
    13.3 Users' right of termination. Users reserve the right to terminate the contractual relationship with Lalamove without notice and free of charge at the time the amendments take effect. Lalamove will specifically inform Users of this right in the notification of the amendment to these Helper Service Terms.
    
    13.4 Not applicable to price changes. This provision does not include changes relating to prices.
    
    14. Language versions. For the German market, the German language version of these Helper Service Terms shall be the sole authoritative version.