Last modified: 30th September 2026

1.1 These Lalamove Delivery Partner Terms of Use (“Terms of Use”) apply when you (the “Delivery Partner”) use the platforms developed or provided by Lalamove (UK) Technology Limited (Company registration number: 17252045), a company registered in the United Kingdom with its registered office at Suite 1, 7th Floor 50 Broadway, London, United Kingdom, SW1H 0DB ("Lalamove"), including the Lalamove mobile application and the Lalamove website (collectively, the "Platform"), to provide services via the Platform.

1.2 By accepting these Terms of Use, the Delivery Partner expressly warrants and undertakes:

1. to comply with these Terms of Use;

2. to comply with the Additional Terms as set out in Section 15.1(e);

3. that it has the authority to enter into these Terms of Use; and

4. that it is using the Platform in the course of its business activities.

1.3 When the Delivery Partner accepts these Terms of Use, together with the Additional Terms, they form a binding contract between the Delivery Partner and Lalamove (“Platform Contract”).

1.4 Lalamove’s Privacy Notice sets out how personal data is used and protected.

2.1 Lalamove is a provider of intermediary and related services through the Platform to independent Delivery Partners. This facilitates the Delivery Partners with a non-exclusive means of providing their independent services to Lalamove users seeking transportation and/or logistics solutions (collectively “Users”).

2.2 Under these Terms of Use, Lalamove is responsible for providing: (a) access to the Platform; (b) support and account management; and (c) other ancillary services connected to the Platform, (collectively the “Lalamove Services”).

2.3 The Platform provided by Lalamove enables the Users to request, and the Delivery Partners to provide and perform, goods transportation and/or logistics services (the “Shipment Services”).

2.4 The Delivery Partner is not obliged to provide any Shipment Services, nor is Lalamove obliged to make available any Shipment Services requests. There is no mutuality of obligation between the parties. It remains at the sole discretion of the Delivery Partner whether or not to accept a request from a User for Shipment Services, and the Delivery Partner may refuse any request for any reason or no reason.

2.5 Throughout the term of this Platform Contract, the Delivery Partner is free to carry out services for any other party, including for themselves, and for competitors of Lalamove. Lalamove will not penalise, deprioritise, or restrict Delivery Partner’s access to the Platform for declining requests or for the frequency with which the Delivery Partner uses the Platform.

2.6 If the Delivery Partner wishes to accept a request for Shipment Services, it must enter into a direct contract for the Shipment Services with the relevant User via the Platform. Each Shipment Service that the Delivery Partner accepts constitutes a separate engagement. Whilst the Platform Contract remains in effect throughout, those terms relating specifically to the provision of Shipment Services only apply as and when the Delivery Partner accepts and performs individual Shipment Services. There is no continuing relationship between Lalamove and the Delivery Partner in respect of the Shipment Services between engagements, and no obligation on either party to offer or accept any future Shipment Services requests via the Platform.

2.7 Each of the Delivery Partner and Lalamove acknowledges and agrees that:

1. the Delivery Partner is an independent provider of the Shipment Services, and will directly contract with Users to provide the Shipment Services;

2. the Delivery Partner is solely responsible for the fulfilment of the Shipment Services once it has accepted a request;

3. Lalamove shall act solely as an intermediary, and shall not be involved in the fulfilment of the Shipment Services; and

4. Lalamove shall not be party to the Delivery Partner’s contract with the User.

2.8 The Delivery Partner acknowledges that they are operating a business on their own account and provides services under a direct contract with the User. Lalamove enables Users to request Shipment Services from Delivery Partners via its Platform. Delivery Partners retain sole discretion as to whether to accept any request, and the precise terms on which an accepted request is carried out are agreed solely between the User and the Delivery Partner concerned.

1. The Platform enables the Delivery Partner to view open Shipment Services requests which match the relevant filters. Shipments Services requests are automatically filtered so that Delivery Partners only view Shipments which are compatible with their vehicle size. The Delivery Partner can review, sort and choose from available Shipment Services requests according to additional chosen preferences, including pickup time and location. The Delivery Partner is under no obligation to accept any Shipment Services request made visible to them.

2. A contract for Shipment Services is solely entered into by the Delivery Partner and the respective User and Lalamove is not party to such contract.

3. The Delivery Partner shall be exclusively responsible for the proper performance and fulfilment of all Shipment Services. When the Delivery Partner chooses to provide Shipment Services, they are free to determine how those services are performed, subject only to the outcome requirements set out in these Terms of Use. The Delivery Partner shall:

1. where a Delivery Partner has accepted a Shipment Services request, (and unless they choose to cancel the Shipment Services request), go to the designated location to collect the relevant shipment (“Shipment”) and deliver it to the User;

2. complete the Shipment Services within a reasonable time period, using any route the Delivery Partner determines to be safe and efficient;

3. be professional in their dealings with Lalamove staff, other Delivery Partners, Users and members of the public; and

4. provide the Shipment Services in accordance with law and regulation, and with due care, skill and ability.

1. The Delivery Partner shall contact Lalamove Customer Support for assistance via the Platform if the Delivery Partner is unable to make the delivery because the User cannot be found at the address provided, there is no other authorised recipient on site, and no further instructions have been provided.

2. The Delivery Partner acknowledges and agrees that Lalamove will not be responsible for any damage to, or loss of, a User’s Shipment occurring between the Delivery Partner picking up the Shipment until successful delivery of the Shipment to the User.

3. The Delivery Partner shall take all reasonable precautions to prevent unauthorised persons from gaining access to any Shipment and shall also exercise all reasonable efforts and precautions to prevent the loss of, or damage to, the Shipment.

1. The Delivery Partner acknowledges that they are responsible for performing Shipment Services safely- (and for ensuring that any substitute engaged on their behalf performs the Shipment Services safely), and agrees that they:

1. must not be under the influence of alcohol, drugs or other substances which may impair their ability to drive during Shipment Services, nor consume such substances while performing Shipment Services;

2. must not carry open containers of alcohol or illegal substances during any Shipment Services;

3. must be responsible for their own road safety, including complying with applicable requirements to wear a seatbelt, helmet or other protective gear;

4. must comply with relevant laws and requirements in respect of dashcams and other recording devices they may use when performing Shipment Services;

5. are responsible for driving in a safe and responsible manner, including taking sufficient breaks from driving and avoiding dangerous manoeuvres.

1. Failure to comply with these requirements may result in suspension or termination of the Delivery Partner and/or referral to the relevant.

1. The Delivery Partner is not required to use Lalamove signages, stickers or identification badges on any equipment the Delivery Partner uses to provide the Shipment Services.

2. The Delivery Partner may elect to provide advertising for Lalamove, which may include using Lalamove-provided signages, stickers or other branding on the Delivery Partner’s equipment, in which case the Delivery Partner shall be paid for such advertising (in the form of the Sticker Scheme (as defined in Section 20.1).

3. Using any Lalamove-branded materials (e.g. uniforms, stickers) is entirely voluntary and for the purposes of advertising activity only (see Section 20.1), and does not create an employment relationship. Whether or not the Delivery Partner chooses to provide such advertising shall have no impact on the Shipment Services requests made available to the Delivery Partner by Lalamove.

6.1 Lalamove uses reasonable endeavours to ensure the Platform is generally available, however the Delivery Partner acknowledges and accepts the Platform may be unavailable for reasons:

1. caused by the Delivery Partner’s failure to meet the technical requirements for access;

2. resulting from errors or disruptions in the data transmission network;

3. attributable to the data transmission provider;

4. caused by unauthorised access to, or attacks on, Lalamove’s systems or those of its agents, unless as proven to be enabled by intent or gross negligence by Lalamove or its legal representatives or vicarious agents;

5. attributable to force majeure or other circumstances outside Lalamove’s control (e.g. power outages, telecommunications disruptions);

6. caused by routine maintenance or updates between 11:00 p.m. and 2:00 a.m. UK time; or

7. for other pre-notified periods of maintenance and/or Platform updates.

7.1 Lalamove may, at its sole discretion, issue updates to the Platform which may include changes to the features or functionality of the Platform.

7.2 Lalamove may also from time to time update these Terms of Use by issuing a revised version of the Terms of Use on the Platform. Lalamove aims to provide at least 15 days’ written notice (including Platform notification, email and/or SMS) to the Delivery Partner prior to such updated Terms of Use coming into effect, except where it is not possible to do so for legal, regulatory or other emergency reasons.

7.3 If the Delivery Partner objects to a change in either the Platform or the Terms of Use, it may terminate these Terms of Use and cease its use of the Platform by deleting their Delivery Partner Account at any time in accordance with Section 30.1. If the Delivery Partner continues to use their Delivery Partner Account and/or the Platform after: (a) the date the updates to the Platform or Terms of Use come into effect; and (b) completion of in-progress Shipment Services, the Delivery Partner shall be deemed to have accepted the updated Platform and/or Terms of Use.

8.1 While using the Platform, which, for clarity, includes the use of the related software components and programs developed or provided by Lalamove, including the applications, and any related tools, modules or application programming interfaces (“Software”), provided by Lalamove, the Delivery Partner agrees not to:

1. license, sell, rent, lease, assign, sublicense, distribute, display, disclose, transfer or otherwise commercially exploit (other than in respect of providing the Shipment Services) the Software or Platform;

2. probe, scan or test the vulnerability of the Platform or any network connected to the Platform nor breach their security or authentication measures;

3. except as may be allowed by any applicable law which is incapable of exclusion by agreement between the parties and except to the extent expressly permitted under these Terms of Use:

1. attempt to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, transmit, adapt or distribute all or any portion of the Software or Platform;

2. attempt to reverse engineer, decompile, disassemble, translate or otherwise reduce to human-perceivable form any part of the Software or the Platform;

4. interrupt the normal operation of the Platform, or use any methods to export or modify the source code of the Software;

5. upload or distribute computer viruses, worms, trojans, or malicious codes;

6. use any “deep-link”, “page-scrape”, “robot”, “spider”, or any other automated device, program, algorithm, methodology, or any similar manual process to access, acquire, copy, or monitor any portion of the Platform or its content, nor reproduce or circumvent the navigational structure or presentation of the Platform or its content, nor attempt to obtain any materials, documents, or information through any means not intentionally made available via the Platform nor shall the Delivery Partner permit or facilitate any such activity by third parties;

7. install and/or execute the Platform or Software on any device other than on updated compatible hardware or mobile devices running the operating systems approved by Lalamove (such as iOS or Android) with active internet connectivity; or

8. access all or any part of the Platform or Lalamove Services to build a product or service which competes with the Platform.

9.1 In order for the Delivery Partner to use the Platform to provide Shipment Services, the Delivery Partner must first register for a delivery partner account (“Delivery Partner Account”) via the Platform, which must then be approved by Lalamove to become active.

9.2 In the application for registration of a Delivery Partner Account, the Delivery Partner must provide certain information. Failure to provide such information may prevent the Delivery Partner from being able to use the Platform.

9.3 The Delivery Partner is solely responsible for ensuring the information provided to set up a Delivery Partner Account is complete, up-to-date and accurate. Lalamove will not be liable for any losses arising out of a Delivery Partner’s provision of false, incomplete, or incorrect registration data.

9.4 Lalamove may request further information and/or verify the information that the Delivery Partner has provided prior to approving a Delivery Partner Account. If Lalamove determines in its reasonable discretion that any information provided by the Delivery Partner is inaccurate, incomplete, misleading or false, Lalamove may deny the application for registration and the Delivery Partner Account will not be activated.

9.5 If a Delivery Partner Account application is approved, Lalamove will notify the Delivery Partner of the admission by SMS or push notification and the Delivery Partner Account will be activated. The Delivery Partner may then access the Delivery Partner Account with the one-time password provided in the approval notice, which must then be changed to a password chosen by the Delivery Partner.

9.6  The Delivery Partner must ensure all Delivery Partner Account details are kept up to date and shall notify Lalamove without undue delay if any information collected as part of the registration process must be updated. Upon request from Lalamove, the Delivery Partner shall submit the relevant documents to verify any notified changes.

9.7 In the event that, as a result of any details changing, the Delivery Partner becomes ineligible to provide Shipment Services or to otherwise use the Platform (particularly if Lalamove would not have accepted the Delivery Partner’s registration application had these facts been disclosed in the application), Lalamove has the right to suspend the Delivery Partner’s Account in accordance with Section 12 below.

10.1  By creating a Delivery Partner Account, the Delivery Partner acknowledges that Lalamove may provide service-related messaging to the provided contact details, including by email, SMS and/or push notification.

10.2 The Delivery Partner may opt out of receiving notifications via particular channels by changing their notification preferences, but acknowledges that doing so may impact the use of the Platform and may result in the Delivery Partner being unaware of important updates (including in relation to prospective and active Shipment Services).

10.3 Marketing communications shall only be sent where the Delivery Partner is opted in, and may be managed in the ‘Settings’ section of the Platform at any time.

11.1 Lalamove will process the Delivery Partner’s personal data for the purposes of providing the Platform and Lalamove Services, as further described in the Privacy Notice.

11.2 The Delivery Partner may also receive certain User personal data via the Platform, such as names and delivery addresses (“User Personal Data”). Each of the Delivery Partner and Lalamove will act as independent controllers in respect of User Personal Data.

11.3 The Delivery Partner must comply with all applicable data protection and privacy law and regulation in force from time to time in the UK, including UK GDPR, the Data Protection Act 2018 (and regulations made thereunder) and the Privacy and Electronic Communications Regulations 2003 (SI 2003 No. 2426) (“Data Protection Legislation”).

11.4 The Delivery Partner agrees to:

1. keep User Personal Data secure and confidential, and take appropriate measures to ensure its security, confidentiality, integrity and availability;

2. only use User Personal Data for the purposes of fulfilling Shipment Services for that User and for no other reason;

3. inform Lalamove promptly and within 24 hours of becoming aware of it if there is any actual or suspected disclosure or other breach of confidentiality relating to User Personal Data the Delivery Partner has received;

4. ensure that anyone else the Delivery Partner appoints to perform the Shipment Services including pursuant to Section 14 complies with Data Protection Legislation and this Section 11 regarding the User Personal Data.

12.1 Lalamove has the right to:

1. temporarily restrict or suspend the provision to the Delivery Partner of all or part of the Lalamove Services (including but not limited to making the Delivery Partner Account available); and/or

2. terminate the provision of all or part of the Lalamove Services to the Delivery Partner (including but not limited to making the Delivery Partner Account available),

if it reasonably believes any of the conditions in Section 12.2 to apply.

12.2 The conditions for suspension and/or termination are:

1. the Delivery Partner is in breach of any term of these Terms of Use or the Additional Terms (as defined below);

2. the Delivery Partner is in breach of applicable law;

3. the Delivery Partner has provided inaccurate, fraudulent or otherwise misleading information to create their Delivery Partner Account; and

4. information provided by the Delivery Partner to create their Delivery Partner Account has subsequently become inaccurate or false.

12.3 Before exercising this right of suspension or termination, Lalamove will conduct a proportionate, case-by-case assessment to determine the appropriate measure. This assessment will take into account the specific circumstances of the case. This may include:

1. the severity of the breach or breaches and their consequences;

2. the intentions of the Delivery Partner or any affected party, where those intentions can be determined; and

3. any representations made by the Delivery Partner or affected third party in relation to the issue in question.

12.4 Lalamove further has the right to temporarily restrict or suspend, or terminate, the provision of all or part of the Lalamove Services (including but not limited to access to the Delivery Partner Account) to a Delivery Partner if:

1. such restriction, suspension or termination is necessary to comply with a governmental order or any legal requirement;

2. the continued provision of the Lalamove Services to the Delivery Partner would result in a security threat, harm to a third party or a breach of applicable law or regulation by Lalamove; and/or

3. Lalamove is undertaking its assessment (in accordance with Section 12.3) into a breach that is potentially serious enough to warrant permanent termination of the Lalamove Services under Section 12.1(b), and it has reasonable cause to believe that continuing the Lalamove Services during that assessment would either prevent the assessment from being carried out or otherwise cause harm to a Lalamove employee or third party.

12.5 The Delivery Partner shall be provided with a statement of the facts and circumstances that have given rise to any restriction, suspension or termination in accordance with this Section 12, prior to or at the time of the restriction or suspension taking effect if it is reasonably practicable for Lalamove to do so.

13.1 In using the Platform, the Delivery Partner hereby accepts and assumes the following responsibilities and obligations:

1. Account responsibility. The Delivery Partner is responsible for all activities that occur under their respective Delivery Partner Account.

2. Authorised access only. The Delivery Partner shall access the Platform and the Lalamove Services only through methods and interfaces expressly authorised by Lalamove. The Delivery Partner is not permitted to use unauthorised applications, third-party software, automated scripts, or any other methods not expressly permitted by Lalamove to access, interact with, or retrieve data from the Platform or Services.

3. Authorised use restriction. The Platform and Services provided may be used by the Delivery Partner and/or by a verified substitute driver only, and may not be resold by the Delivery Partner to any third party. The Delivery Partner has the right to arrange for another supplier to provide the Shipment Services (in whole or in part) on their behalf. However, to ensure Lalamove is able to comply with its legal obligations, this must be done by the methods set out in Section 14 below.

13.2 Single account policy. Each Delivery Partner is only allowed to open one (1) single Delivery Partner Account.

13.3 Protection against unauthorised access. The Delivery Partner must keep secret, secure and confidential the password and any identification credentials of the Delivery Partner and the Delivery Partner must protect them against unauthorised access by third parties, and may not share them with any third party (except in case of sharing of a Delivery Partner Account with a substitute under Section 14), and, in the event of any suspicion of misuse by a third party, the Delivery Partner shall notify Lalamove thereof without undue delay.

13.4 Proof of identity. In case at any time after registration, Lalamove requires proof of identity, the Delivery Partner shall submit the requested document and/or information to Lalamove without undue delay.

13.5 System integrity. The Delivery Partner shall not attempt to interfere or interfere with or compromise the integrity, confidentiality, or security of the Platform or the Software, nor attempt to decrypt, decipher, or otherwise access any transmissions to or from the servers operating the Platform.

13.6 Protection of personal data. The Delivery Partner shall not collect, harvest, or otherwise obtain any personally identifiable information, including but not limited to account names of other Delivery Partners or Users from the Platform, whether through automated means or otherwise.

14.1 The Delivery Partner is not obliged to perform the Shipment Services personally, and has an unfettered right to appoint a substitute to perform any Shipment Services on their behalf, at any time and for any reason (or for no reason at all), provided that the substitute has the right to work in the UK and provided appropriate evidence of their UK right to work. No individual may carry out work or services as a substitute before their right to work has been verified.

14.2 Lalamove recognises the Delivery Partner’s right to engage others to provide the Shipment Services. The Delivery Partner may arrange for someone else to provide the Shipment Services (in whole or in part) on their behalf without needing Lalamove's prior approval, provided that the individual meets the requirements in Section 17.1 (including a compliant right to work check and identity check by Lalamove). This includes provision of the Shipment Services by individuals the Delivery Partner employs or engages directly.

14.3 Lalamove does not control or supervise the means by which the Delivery Partner, or any substitute engaged by them, performs the Shipment Services. The Delivery Partner is solely responsible for determining the manner in which the Shipment Services are performed, including the route taken, the time of day and the equipment used.

14.4 Lalamove facilitates substitution via its Platform in two ways: account-sharing and order re-allocation. More information can be found on the Lalamove website, linked here. For the avoidance of doubt, these options are provided for convenience only and do not limit or restrict the Delivery Partner’s unfettered right to substitute by any other means outside of the Platform, provided that the individual meets the requirements in Section 17.1 and Lalamove has conducted a right to work and identity check on the substitute.

14.5 Regardless of the substitution method used, the Delivery Partner is responsible for ensuring that their substitute(s) have the requisite skills and training to undertake the Shipment Services and that they:

1. meet the warranties set out in Section 17.1;

2. have not previously had a Lalamove Delivery Partner Account deactivated due to a serious or material breach;

3. have not while acting as a substitute for the Delivery Partner or a third party, engaged in conduct that would have justified such termination had they been a direct party to these Terms; and

4. have the knowledge necessary to carry out deliveries safely and in compliance with all applicable road, food safety and health regulations.

14.6 Regardless of the substitution method used, the Delivery Partner remains the contracting party with the User and remains fully responsible to the User for the Shipment Services. The Delivery Partner is responsible for ensuring that all obligations under the Platform Contract are met, and any acts or omissions of their substitute will be treated as their own.

14.7 The Delivery Partner is wholly responsible for the remuneration of any substitute under such terms as they may agree between them. The normal payment arrangements as set out in these terms between the Delivery Partner and Lalamove will continue to apply.

14.8 Lalamove will suspend or terminate the Platform Contract and/or access to the Platform where Lalamove or the Delivery Partner knows or has reasonable cause to believe that a substitute on that account is working without validly completing any relevant right to work checks or otherwise cannot demonstrate a valid right to work.

15.1 In using the Platform, the Delivery Partner hereby accepts and assumes the following responsibilities and obligations:

1. Hardware and devices. The Delivery Partner is responsible for acquiring and updating compatible hardware or devices necessary to access and use the Platform and Lalamove Services that are running the operating systems approved by Lalamove. Lalamove does not guarantee that the Platform or Lalamove Services, or any portion thereof, will function on any particular hardware or devices.

2. Equipment. Aside from the Platform, the Delivery Partner shall be responsible for providing and maintaining all of the equipment, including, if applicable, vehicles, necessary to perform the Shipment Services and ensuring such equipment complies with all legal, safety and quality standards. Therefore, the Delivery Partner bears all risk of damage to or loss of their equipment.

3. Vehicles. The Delivery Partner is required to register the vehicle it or any substitute uses to perform the Shipment Services and shall not use any other vehicle(s) than the vehicle(s) so registered and approved by Lalamove to provide the Shipment Services, which must at all times meet all applicable vehicle standards as updated from time to time, including possessing the relevant roadworthiness (MOT) certification in the UK. The Delivery Partner shall ensure each vehicle is in good operating condition and compliant with applicable laws (including taxation and insurance requirements) at all times during the performance of Shipment Services. Upon request of Lalamove, the Delivery Partner shall provide the vehicle registration documents as well as the insurance policies it has in place for such vehicles.

4. No transport of passengers. The Delivery Partner shall comply with all applicable laws related to the Shipment Services and shall not perform any services through the Platform outside the agreed scope of Shipment Services for Users. This includes transporting passengers or accepting any other requests by the Users made through the platform. For the avoidance of doubt, this does not prevent the Delivery Partner entering into a separate contract for other services with the User otherwise than via the Platform.

5. Additional Terms. The Delivery Partner shall follow and comply with the following guidelines and agreements to the extent they are applicable to the respective Delivery Partner (“Additional Terms”):

1. Community Guidelines

2. Offboarding Policy

3. Sticker T&Cs (if applicable)

4. Delivery Service Provider Cooperation

   Agreement (if applicable)

5. Self Declaration Statement of Driver Employment (if applicable)

15.2 Protection of Confidential Information. The Delivery Partner acknowledges that during the course of carrying out Shipment Services, they may gain knowledge of Lalamove’s or third parties’ and/or the User’s confidential, proprietary, protected health, and/or personally identifiable information (“Confidential Information”). This information includes, but is not limited to, information about the User, the User’s business and contents of shipments, the User’s address, contact information, delivery address, payment information, payment methods, credit card information, financial accounts, demographic information, business address, information regarding the User’s partners, associates, customers, and similar information regarding the delivery recipient. The Delivery Partner agrees that they will maintain the confidentiality of all such Confidential Information and not disclose it to any other person, except as required to carry out the Shipment Services or as required by law. Unauthorised disclosure of such Confidential Information will constitute a material breach of these Terms of Use.

16.1 Prohibited activities. The Delivery Partner shall not use the Lalamove Services for any unlawful or prohibited purposes, including but not limited to:

1. violating any applicable law;

2. storing transmitting, or distributing unlawful, offensive or otherwise prohibited material;

3. sharing or disclosing of personal information of others without their prior consent;

4. causing intentional harm, nuisance, inconvenience or annoyance to any person;

5. interfering with, impairing or otherwise disrupting the proper functioning or security of the Lalamove Services or the Platform; or

6. engaging in impersonation or misrepresentation of identity.

16.2 Prohibition of deceptive behaviour. The Delivery Partner shall refrain from engaging in any deceptive behaviours on the Platform that may create unfair situations for the Users, including but not limited to the creation of fraudulent orders.

16.3 Professional conduct. The Delivery Partner shall comply with the Community Guidelines, which set out expected standards of conduct when using the Platform. Lalamove may amend these Guidelines from time to time at its sole discretion. Lalamove does not tolerate any abusive, threatening or discriminatory behaviour towards its staff, Users, other Delivery Partners or third parties. The Delivery Partner shall comply with the driver safety requirements set out in Section 4 and adhere to local traffic rules.

16.4 No criminal conduct. The Delivery Partner shall refrain from actions that may result in police investigations, including but not limited to harassment, intimidation of Users or other Delivery Partners, physical altercations, or theft. The Delivery Partner acknowledges that, in the event of police involvement, Lalamove will cooperate fully with law enforcement authorities in their investigations.

16.5 Prohibition of collusion. The Delivery Partner shall not engage in any collusive conduct with Users, including but not limited to the misuse of promotional coupons or any other actions that may damage or harm Lalamove’s interests.

16.6 No circumvention of commission structure. The Delivery Partner shall not engage in any activities intended to bypass or circumvent Lalamove’s platform structure, including but not limited to accepting and then cancelling orders but completing them offline.

16.7 Prohibition of fraud and deception. The Delivery Partner shall refrain from fraudulent or deceptive practices in connection with the use of the Platform, the Services, Shipment Services or other interactions with the Users or other Delivery Partners.

17.1 The Delivery Partner warrants, represents and undertakes (for themselves and any personnel they engage to provide Shipment Services, including any substitute) that:

1. they are operating a business on their own account and will not hold themselves out whether directly or indirectly as an employee or worker of Lalamove;

2. they have, and shall maintain, a valid, clean UK driving licence at all times during the performance of any Shipment Services;

3. it shall promptly notify Lalamove of any events which affect, or are likely to affect, their UK driving licence;

4. they have all necessary rights and permissions to: (i) perform the Shipment Services in the UK; and (ii) use the vehicle(s) registered to their Delivery Partner Account for the purposes of performing the Shipment Services;

5. all details provided by them to Lalamove and to the Users, in particular in connection with their application for a Delivery Partner Account, are accurate, complete and up-to-date;

6. each vehicle used by the Delivery Partner in connection with the Shipment Services: (i) is fully insured in accordance with UK requirements; (ii) has passed all relevant roadworthiness checks and is in good condition with no visible damage; (iii) does not display the branding of a competing delivery platform while actively providing Shipment Services via the Platform;

7. they are at least 18 years old;

8. they and any substitutes have the right to live and work in accordance with this Agreement in the United Kingdom and have all the necessary visas, licences and permits allowing them to do so; and

9. they have the knowledge necessary to carry out deliveries safely and in compliance with all applicable road, food safety and health regulations.

18.1 The Delivery Partner acknowledges and agrees that Lalamove is an intermediary for the Shipment Services and the Users – not Lalamove – are responsible for paying all fees associated with the Shipment Services performed for them by the Delivery Partner (the “Shipment Services Fees”), as further specified below.

18.2  The Shipment Services Fees payable be the User will be shown in the Platform before the Delivery Partner agrees to provide the Shipment Services to the User.

18.3 There is no charge for Delivery Partners to use the Platform. Users are responsible for paying a fee (the “User Platform Fee”) to Lalamove for their use of the Platform when ordering Shipment Services. Lalamove does not charge Delivery Partners for receiving Shipment Services Fees. Lalamove’s third-party payment providers may, independently from Lalamove, charge fees for the use of its payment services.

18.4 Users may elect to pay fees either:

    18.4.1 by card, in which case the Platform will facilitate the payment of Shipment Services Fees to the Delivery Partner via Lalamove’s third-party payment provider; or

    18.4.2 in cash, in which case it is the Delivery Partner’s sole responsibility to collect payment from the User upon completion of the Shipment Services.

18.5 Where the Delivery Partner collects the User Platform Fee in cash, this is owed to Lalamove. Lalamove may at any time set off any liability of the Delivery Partner to Lalamove against any liability of Lalamove to the Delivery Partner. The User Platform Fee owed to Lalamove in cash may be set off against the Shipment Services Fees to be paid to the Delivery Partner.

18.6 Lalamove may suspend the processing of any transaction where it reasonably believes that: (a) the transaction may be fraudulent, illegal or involve any criminal activity; or (b) the Delivery Partner has breached any provision in these Terms of Use or the Additional Terms.

18.7 Refunds and any payment disputes are handled by Lalamove Customer Support. If a User requests a refund for any reason, the Delivery Partner shall contact Lalamove Customer Support.

18.8 The Delivery Partner is solely responsible for any VAT or other taxes applicable to the fees it receives for providing Shipment Services.

19.1 Lalamove acts solely as a provider of intermediary and related services through the Platform and does not itself provide any Shipment Deliveries to Users.

19.2 In this capacity, Lalamove may, in the name and on behalf of the Delivery Partner, perform the purely technical process of issuing invoices for Shipment Deliveries and making such invoices available to Users, without becoming a party to the underlying Shipment Delivery transactions and without assuming any tax or VAT obligations arising therefrom. For VAT purposes, the Delivery Partner remains the supplier of the Shipment Deliveries and is deemed to be the issuer of any invoices generated via the Platform.

19.3 All obligations and liabilities in relation to VAT (including, without limitation, any obligation to register for VAT, to determine the correct VAT treatment and VAT rate, to ensure that invoices generated via the Platform comply with applicable invoicing requirements, and to declare and remit VAT to the competent tax authorities) remain exclusively with the Delivery Partner as an independent contractor. By accepting these Terms of Use, the Delivery Partner (i) expressly confirms that Lalamove, in its role as intermediary, is authorised to perform the technical invoicing process in the Delivery Partner’s name and on the Delivery Partner’s behalf for invoices issued to Users in respect of Shipment Deliveries (third‑party invoicing arrangement), (ii) expressly agrees that this constitutes a third‑party billing arrangement between Lalamove and the Delivery Partner for invoicing purposes only, (iii) acknowledges that such arrangement does not transfer any VAT liability from the Delivery Partner to Lalamove and does not affect the Delivery Partner’s full responsibility for the correct VAT treatment of the Shipment Deliveries,(iv) acknowledges and agrees that it is solely responsible for providing complete and accurate tax information (including, without limitation, legal name, registered address, tax identification number, VAT registration number and any other information required for invoicing) and (v) acknowledges and agrees that it shall promptly notify Lalamove of any change to its VAT registration status, VAT registration number and the effective date of its VAT registration or deregistration. The Delivery Partner is solely responsible for any liability, costs, fines or other consequences resulting from incorrect, incomplete or fraudulent information, and shall indemnify Lalamove for all losses, penalties and expenses (including reasonable legal fees) resulting therefrom.

Sticker retainer

20.1 Lalamove from time to time may offer an advertising incentive scheme to Delivery Partners whereby Lalamove shall pay an advertising reward payment (in the form of a Lalamove Platform Fee discount and/or monetary reward) to the Delivery Partner for affixing Lalamove-branded stickers onto the Delivery Partner’s vehicle (“Sticker Scheme”). Participation in any the Sticker Scheme is entirely voluntary and will not affect access to the Platform or Shipment Services requests.

20.2 Where the Sticker Scheme is available, the Delivery Partner will be able to obtain further information and any applicable additional terms to the Sticker Scheme (“Sticker T&Cs”) via the Platform or by contacting Lalamove. Any such Sticker T&Cs will apply in addition to these Terms of Use.

Driver Referral and Incentive campaigns

20.3 Lalamove may from time to time offer referral and incentive campaigns. These may include referral campaigns whereby the Delivery Partner can earn monetary rewards for referring new Users of Delivery Partners to the Platform. The specific terms of each campaign will be communicated to the Delivery Partner before participation and will apply in addition to these Terms of Use. Participation in any campaign is entirely voluntary and will not affect access to the Platform or Shipment Services requests.

20.4 Details of the campaigns may be amended from time to time. For details of current incentives and campaigns, please see https://lalamove.eu.

21.1  While using or accessing the Platform, the Delivery Partner may follow links to sites and other resources provided by third parties through which Delivery Partners may enter into correspondence with, purchase goods and/or services from, or participate in promotions.

21.2 These links are provided for information only and any such activity, and any terms, conditions, warranties or representations associated with such activity, is solely between the Delivery Partner and the applicable third party. Lalamove and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between the Delivery Partner and any such third party.

22.1 As between Lalamove and the Delivery Partner, Lalamove alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Platform and the Lalamove Services, including any know-how and any part and improvement thereof and all intellectual property rights in or to the foregoing.

22.2 These Terms of Use do not constitute a sale and do not convey to the Delivery Partner any rights of ownership in or related to the Platform, the Software and the Lalamove Services, or any intellectual property rights owned by Lalamove. As between Lalamove and the Delivery Partner, company names, logos, and the product names associated with Lalamove, the Platform and the Lalamove Services are vested in and shall continue to be vested in Lalamove (or its licensors as applicable).

22.3 The Delivery Partner shall not remove, alter or obscure any copyright, trade mark, service mark or other intellectual property right or proprietary rights notices incorporated in or accompanying the Platform or the Lalamove Services.

22.4 Subject to compliance with these Terms of Use, Lalamove grants to the Delivery Partner a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence to access and use the Platform (including to download and use the Lalamove application on the Delivery Partner’s personal device), solely for the purposes of providing the Shipment Services in accordance with these Terms of Use and the Additional Terms. No other rights in the Platform or Software are granted. The Delivery Partner is not permitted to copy, modify, distribute, sublicense, or otherwise exploit any part of the Platform or Software except as expressly permitted in these Terms of Use.

23.1 By providing content, information or materials on the Platform (“Delivery Partner Content”), the Delivery Partner agrees that Lalamove may use, modify and display such content for any purpose connected to the operation and provision of the Platform, and to enable the Delivery Partner to provide Shipment Services, for the duration of the Delivery Partner’s use of the Platform. Such licence is worldwide, transferable, sublicensable, royalty-free and fully paid-up. For the avoidance of doubt, any Delivery Partner Content remains the Delivery Partner’s property.

23.2 Liability for Delivery Partner Content. The Delivery Partner acknowledges that: (a) the Platform is not intended to facilitate the sharing of content between Delivery Partners and/or Users other than as necessary to perform the Shipment Services; (b) Lalamove is not responsible or liable for the content or accuracy of the Delivery Partner Content or any content provided by any User; and (c) the Delivery Partner is solely responsible for the Delivery Partner Content it provides.

23.3 Delivery Partner Content responsibility. The Delivery Partner represents, undertakes and warrants that: (a) it has all necessary rights and permissions to provide the Delivery Partner Content on the Platform; (b) does not infringe any third-party intellectual property rights, rights of privacy or personality rights; (c) does not contain any defamatory or disparaging statements, and is in no way defamatory, libelous, hateful, violent, obscene, pornographic, unlawful, or otherwise offensive; and (d) does not otherwise breach applicable law, regulatory requirements or public policy. Furthermore, the Delivery Partner represents and warrants to have the capacity and right to grant the licences as stipulated in Section 23.1.

24.1 As the Delivery Partner is operating a business on their own account, the Delivery Partner must, at their own cost, obtain and maintain motor insurance that covers the commercial use of their vehicle in the correct class for the Shipment Services they provide (for example, hire and reward or haulage, as applicable) for any period during which they provide Shipment Services.

24.2 Lalamove recommends, but does not require, that the Delivery Partner also take out goods-in-transit insurance if they would like cover for the loss of, or damage to, any goods they carry while providing Shipment Services. Arranging and paying for any such cover is entirely the Delivery Partner's responsibility, and Lalamove accepts no liability for loss of or damage to goods carried by the Delivery Partner in the absence of such cover.

24.3 Any substitute appointed by the Delivery Partner must, before providing any Shipment Services, either hold their own insurance meeting the requirements of Sections 24.1 and 24.2, or be covered under the original Delivery Partner's insurance for the same scope and limits. The Delivery Partner must obtain, verify and retain evidence of the substitute's insurance before the substitute begins providing any Shipment Services, and remains responsible for the substitute's compliance with this Section 24 at all times.

24.4 Before they, or their substitute provides any Shipment Services, and again at any time on request thereafter, the Delivery Partner must provide Lalamove with satisfactory evidence of a valid motor insurance policy meeting the requirements of Section 24.1 (and of any additional insurance obtained under Section 24.2 or held by a substitute under Section 24.3). The Delivery Partner must notify Lalamove promptly if any such policy is cancelled, lapses, is materially varied, or otherwise ceases to meet these requirements.

24.5 Lalamove has the right to verify or re-verify at any time whether the insurance held by the Delivery Partner or any substitute is adequate, valid and sufficient for the Shipment Services provided. It remains the sole responsibility of the Delivery Partner, and of any substitute, to obtain and maintain adequate insurance at all times while providing Shipment Services. If the Delivery Partner or any substitute fails to provide satisfactory evidence of insurance when requested, or Lalamove reasonably determines that the insurance held is inadequate, invalid or insufficient, Lalamove may suspend the Delivery Partner's access to the Platform immediately and without notice, until valid evidence of adequate insurance is provided.

25.1 Lalamove takes measures to protect from illegal content on the Platform. Lalamove reserves the right at its sole discretion to block, remove (in whole or in part) or restrict access to any Delivery Partner Content which: (a) Lalamove believes breaches these Terms of Use, the Additional Terms or applicable law (including materials which infringe or may infringe third party intellectual property rights, rights of privacy or personality rights); or (b) Lalamove reasonably believes could endanger the operation, security, reputation or integrity of Lalamove, the Lalamove Services or the Platform.

25.2 If the Delivery Partner provides illegal content such as hate speech, explicit materials or fraudulent content, Lalamove reserves the right to restrict, suspend or terminate the provision of the Lalamove Services with immediate effect, including providing access to the Delivery Partner Account, as set out above in Section 12.1.

25.3 Lalamove minimises the length of time for which terrorism content is present on the Platform by using manual moderation which scans user-created listings to remove such content. Lalamove will swiftly take down terrorism content when it is discovered.

25.4 Lalamove will minimise the length of time for which child sexual exploitation and abuse content is present on the Platform by using manual moderation which scans images for such content. Lalamove will swiftly take down child sexual exploitation and abuse content when it is discovered.

25.5 Lalamove will minimise the length of time for which other content that amounts to an offence is present on the Platform by using manual moderation which scans user-created content. This applies to content relating to assisting suicide, threats to kill, public order offences, harassment, stalking and fear or provocation of violence, drugs and psychoactive substances, firearms and other weapons, assisting illegal immigration, human trafficking, sexual exploitation, sexual images, proceeds of crime, fraud, financial services, foreign interference, animal welfare and offences relating to being involved in committing any of these offences (known as inchoate offences). Lalamove will swiftly take down such content when it is discovered.

25.6 Lalamove will take down any intimate image content, as well as any other content that is the same or substantially the same, within 48 hours of it being reported by the subject of the content or someone acting on their behalf.

25.7 The Delivery Partner can report or complain about the following content and behaviours:

1. content the Delivery Partner considers to be illegal;

2. if the Delivery Partner believes Lalamove is not dealing with illegal content or activity as it should;

3. if the Delivery Partner thinks Lalamove’s content reporting systems and processes do not easily let users report content they believe to be illegal or harmful;

4. if the Delivery Partner thinks Lalamove has insufficiently considered the importance of protecting users' rights to freedom of expression or privacy;

5. where the Delivery Partner’s content has been taken down on the basis that it is illegal;

6. where Lalamove has given the Delivery Partner a warning, suspended, banned or restricted the Delivery Partner in any way as a result of the Delivery Partner’s content which Lalamove considers to be illegal content;

7. where technology Lalamove uses results in the Delivery Partner’s content being taken down, access-restricted or deprioritised and the Delivery Partner thinks the technology has been used in a way not set out in these Terms of Use.

25.8 The Delivery Partner can contact Lalamove Customer Support by using the chat function available on the Platform, or by emailing dops.uk@lalamove.eu, to make a report or complaint, or to report illegal content.

25.9 If Lalamove restricts access to any content the Delivery Partner generates or uploads on the Platform in a way that breaches these Terms of Use, the Delivery Partner has a right to bring a claim for breach of contract. If Lalamove suspends or bans the Delivery Partner from using the Platform in a way that breaches these Terms of Use, the Delivery Partner has a right to bring a claim for breach of contract.

26.1 If the Delivery Partner makes submissions that are not publicly published but directly shared with Lalamove or any of its affiliates, including but not limited to suggestions, commentary and feedback related to the Lalamove Services, initiation of support requests, and submission of entries for competitions and promotions, such submissions will be considered non-confidential.

26.2  The Delivery Partner’s submissions are voluntary. Lalamove may freely, but is not required to, use or implement any suggestions, feedback or other submissions from a Delivery Partner without any obligation to make payment.

27.1 The Delivery Partner may use information on the Platform explicitly made available by Lalamove for downloading from the Platform, provided that the Delivery Partner:

1. does not remove any proprietary notice language in all copies of such documents and makes no modifications to the information;

2. uses such information only for their personal, non-commercial informational purposes and does not copy or post such information on any networked computer or broadcast it in any media or otherwise make it available to any third parties; and

3. does not make any additional representations or warranties relating to such information.

28.1 Subject to Section 28.2, except as expressly provided in the Platform Contract:

1. all warranties, representations, conditions and all other terms of any kind whatsoever implied by statute or common law are, to the fullest extent permitted by applicable law, excluded from the Platform Contract;

2. Lalamove shall have no liability for any damage caused by errors or omissions in any information, instructions or other content provided to Lalamove by the Delivery Partner in connection with the Lalamove Services; and

3. the Platform and Lalamove Services are provided to the Delivery Partner on an “as is” basis.

28.2 Nothing in the Platform Contract shall limit or exclude the liability of a party:

1. for death or personal injury caused by its negligence;

2. for fraud or fraudulent misrepresentation;

3. breach of Section 8.1; or

4. any other liability which cannot be limited or excluded by applicable law.

28.3 Subject to Section 28.2, Lalamove shall not be liable whether in tort (including for negligence or breach of statutory duty), contract, misrepresentation, restitution or otherwise for: (a) loss of agreement or contracts; (b) depletion of goodwill and/or similar losses; (c) loss or corruption of data or information (other than personal data); (d) pure economic loss; or (e) any special, indirect or consequential loss, costs, damages, charges or expenses however arising.

28.4 Subject to Section 28.2, Lalamove’s total aggregate liability whether in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising under or in connection with the Platform Contract shall be limited to £150.

29.1 The Delivery Partner shall indemnify and hold harmless Lalamove, all Lalamove Indemnitees (as defined below in Section 29.2), as well as its licensees and licensors, from and against any and all reasonable third-party claims, demands, actions, proceedings, liabilities, losses, damages, expenses, and costs (including reasonable legal fees) (“Third Party Claim”) arising out of or in connection with:

1. any Delivery Partner Content posted, transmitted or otherwise published by the Delivery Partner or their other use of the Platform or the Lalamove Services;

2. the Delivery Partner’s non-compliance with, breach or non-fulfilment of Section 22 (Intellectual Property), including but not limited to any actual or alleged infringement of intellectual property rights, personality rights, or privacy rights of a third party.

29.2 The Delivery Partner shall defend, indemnify and hold harmless Lalamove, its affiliates as well as its and its affiliates’ past and present successors, assigns, officers, owners, employees, directors and agents (together “Lalamove Indemnitees”) from and against any and all liabilities arising out of or in connection with:

1. any Third Party Claim in respect of the Delivery Partner’s, or their substitute’s, breach of these Terms of Use, the Additional Terms or applicable law or regulation;

2. the Delivery Partner’s, or their substitute’s, acts or omissions in the course of providing Shipment Services (including but not limited to any damage to the Shipment or a User’s property) or otherwise in using the Platform or the Lalamove Services;

3. the Delivery Partner’s unauthorised disclosure of Confidential Information;

4. the Delivery Partner’s failure to have proper insurance, licences, permits or authorisations, in particular those set out above in Section 17; and

5. failure or alleged failure to comply with taxation requirements applicable to the Delivery Partner, including the payment of all required taxes, withholding, insurance contributions or premiums.

29.3 Without undue delay, Lalamove shall notify the Delivery Partner of any such Third Party Claim to enable the Delivery Partner, at their own expense, to participate in the defence or settlement of such claim. Lalamove shall have the right, at its reasonable discretion, either to (i) defend itself in or out of court against such Third Party Claims, in which case the Delivery Partner shall assume all reasonable costs of Lalamove’s defence, including all court fees and lawyers’ fees, or (ii) request the Delivery Partner to assume the legal defence at their own expense. In case the legal defence is assumed by the Delivery Partner, Lalamove shall have the right to participate in such defence at its own expense. Any settlement or admission of liability in relation to a third-party claim that imposes any obligation on the Delivery Partner or adversely affects Lalamove shall require the prior written consent of Lalamove or the Delivery Partner, respectively. Lalamove and the Delivery Partner shall reasonably cooperate in preparing and conducting the legal defence and any settlement negotiations.

30.1 The Delivery Partner has the right to terminate the Platform Contract at any time with immediate effect by deleting their Delivery Partner Account in accordance with the procedure and the requirements set out in the Offboarding Policy. The Delivery Partner shall familiarise themself with the Offboarding Policy before termination.

30.2 Without prejudice to any other right or remedy available to it, Lalamove has the right to terminate the Platform Contract on at least 30 days’ written notice to the Delivery Partner (unless it is not possible to provide such notice because of legal, regulatory or other emergency reasons).

31.1 Survival. Any provision that by its nature or by explicit agreement shall survive the termination of the Platform Contract shall remain in full force and effect following termination, including Sections 11, 15.2, 16, 17, 18.5, 19.3, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30 and 31.

31.2 Severability. Any provision of these Terms of Use or the Additional Terms which is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction and the application to such facts and circumstances, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof or the application thereof to other facts and circumstances, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render such provision unenforceable in any other jurisdiction.

31.3 No waiver. The failure or delay of either Lalamove or the Delivery Partner at any time to demand strict compliance with any provision of these Terms of Use or the Additional Terms, or to enforce any right or remedy thereunder, shall not be deemed or construed as a waiver of such provision, right, or remedy, nor shall it prevent or restrict any further exercise of that right or remedy. All provisions, rights, and options shall remain in full force and effect unless expressly waived in writing.

31.4 Variation. Except as set out in Section 7, no variation of the Platform Contract shall be valid unless it is signed in writing by each party.

31.5 Force majeure. Neither party shall be liable for any breach of its obligations under these Terms of Use or the Additional Terms to the extent resulting from a Force Majeure Event. ‘Force Majeure Event’ shall mean events beyond the reasonable control of a party including acts of god, loss of power, disruption of power, shutdown or technical difficulties with the Platform, system maintenance, failure of other cellular reception, failure of other service providers, cancellation of services by other third parties, pandemics, epidemics, outbreaks, civil disturbances, hostilities, war, natural disasters, flood, intervention by governmental entities, change in laws, regulations or orders, or other events or circumstances or causes to the extent. The affected party shall use reasonable endeavours to continue performing notwithstanding the Force Majeure Event, and shall promptly notify the other party of the Force Majeure Event and its expected duration.

31.6 Complaints process:

1. The Delivery Partner may report technical problems and submit other complaints to Lalamove via email to: dops.uk@lalamove.eu or by contacting Lalamove Customer Support using the chat function in the Platform.

2. Either the Delivery Partner or Lalamove can also request that any dispute be referred to one of the following independent mediators: (i) Centre for Effective Dispute Resolution and (ii) Hong Kong International Arbitration Centre.

3. Lalamove may refuse mediation of a dispute which has previously been mediated if the mediator determined the Delivery Partner was not acting in good faith in that mediation. Lalamove may also refuse mediation of any dispute connected to other disputes in which a mediator has repeatedly found in Lalamove’s favour.

4. Lalamove will bear a reasonable proportion of the total costs of any mediation, taking into account all relevant elements of the dispute, as determined by the mediator.

31.7 Governing law. The Platform Contract shall be exclusively governed by and construed in accordance with the laws of England.

31.8 Jurisdiction. Each party irrevocably agrees that the courts of England shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Platform Contract or its subject matter or formation (including non-contractual disputes or claims).

31.9 Assignment. The Delivery Partner shall not assign, mortgage, charge, sublicense, transfer or otherwise deal with any of their rights or obligations under the Platform Contract without the prior written consent of Lalamove (except as permitted under Section 14). Lalamove may assign or transfer its rights and obligation under the Platform Contract without restriction.

31.10 Interpretation. In the Platform Contract:

1. headings appearing in these Terms of Use and the Additional Terms are for convenience only and do not in any way limit, amplify, modify or otherwise affect the terms and provisions thereunder;

2. the words include, including, for example, in particular or any similar expression shall be construed as illustrative only and shall not limit the meaning of the words preceding it;

3. any reference to statute or a statutory provision is to it as extended, amended or re-enacted from time to time and includes subordinate legislation made under it; and

4. unless the context requires otherwise, references to the singular include the plural and references to one gender are a reference to all genders.

31.11 No partnership. The Platform Contract does not create any joint venture, partnership, employment or agency relationship between Lalamove or the Delivery Partner.

Last modified: 30th September 2026

1.1. These general terms and conditions of use ("User Terms of Use") govern your access to and use of the platforms developed or provided by Lalamove (UK) Technology Limited (Company registration number: 17252045), a company registered in the United Kingdom with its registered office at Suite 1, 7th Floor 50 Broadway, London, United Kingdom, SW1H 0DB ("Lalamove"), including the Lalamove mobile application and the Lalamove website (collectively, the "Platform").

1.2. These User Terms of Use apply to personal user accounts only. If you are using the Platform as a business, including via a business account or as a representative of a business using the Platform, the Lalamove Business Terms of Use apply instead.

1.3. You should also review the Lalamove Privacy Notice, which sets out how Lalamove uses personal data and your rights in respect of your personal data, before using the Platform.

2.1. By agreeing to these User Terms of Use and using the Platform, you confirm that you:

1. will comply with these User Terms of Use;

2. will also comply with the Community Guidelines and Helper Service Terms (if applicable); and

3. are located in the United Kingdom and are at least 18 years old,

and if any of these are not true, you cannot use the Platform.

2.2 If you download the Lalamove mobile application via a third party store such as the Appstore or Google Play, additional terms may apply, which will be shown to you before you download the application. Those terms have priority over these User Terms of Use, if there is any conflict or inconsistency.

3.1. The Platform allows you to find independent external delivery providers offering transport and/or logistics services ("Delivery Partners"), and to request such services from them.

3.2. Once you have identified a Delivery Partner on the Platform, the Platform enables you to enter into an agreement with that Delivery Partner to provide the transport and/or logistics services (“Shipment Services”).

3.3. The Shipment Services also include the Helper Services, as defined in the Helper Service Terms, which shall apply each time you order any Helper Services. In the Helper Service Terms, you are a ‘User’.

3.4. It is entirely your decision whether or not to appoint a Delivery Partner to provide the Shipment Services to you. Lalamove (together with its group, which may help in the provision of the Platform) will act solely as an ‘intermediary’ for the Shipment Services – this means that, once you have entered into an agreement with the Delivery Partner, the contract for the Shipment Services is between you and the Delivery Partner directly, and not with Lalamove.

3.5. Requests for Shipment Services are subject to the availability of suitable Delivery Partners. If no available Delivery Partners can be found, the Shipment Services may not be provided. Lalamove cannot guarantee you will be able to find a suitable Delivery Partner.

4.1. Lalamove provides the Platform only and does not provide the Shipment Services itself, nor does it employ or otherwise engage any Delivery Partners or act as a Delivery Partner. All Shipment Services will be provided directly by the Delivery Partners to you.

4.2. Lalamove will try to make the Platform available at all times, except where downtime is required for maintenance, upgrades or to carry out any other necessary work, or because of reasons outside Lalamove’s control. You understand that there may therefore be periods where the Platform is not available.

4.3. Please note your access to the Platform may be restricted or removed if Lalamove determines that you are not eligible to have a User Account, for example because of your location or age.

4.4 If you have any problems with the Platform or access to it, please contact Lalamove Customer Support by using the chat function available on the Platform.

5.1. Lalamove may update the Platform from time to time and change its contents and features to enhance the functionality, reflect changes to its business, or address security or performance issues.

5.2. Lalamove may also update these User Terms of Use from time to time to reflect changes in its practices or features on the Platform, or because of changes in law or other business decisions Lalamove may take. Lalamove will try to give you at least 15 days’ notice before the update is effective, unless it is not possible to do so because the changes are required immediately (for example, where the law says Lalamove must make them immediately).

5.3. Lalamove will notify you of updates to the User Terms of Use via the Platform the next time you log in. You should still check the version of the User Terms of Use that apply each time you use the Platform.

5.4. If you do not want to continue using the Platform because of an update Lalamove makes to either the Platform or these User Terms of Use, you can stop using the Platform at any time in accordance with Section 22.

5.5. Lalamove may also decide to stop providing the Platform at any point. If this happens, Lalamove will provide at least 30 days’ prior written notice including by putting a notice on the Platform.

6.1. When using the Platform, including any underlying software such as software components and programmes, applications, modules or application programming interfaces (collectively referred to as "Software"), you must not do any of the following (or allow or help anyone else to do them) unless Lalamove has told you in writing that you can:

1. renting, leasing, sub-licensing or further licensing the Software;

2. making copies of the Software or the licence to use the Software, or distributing the Software or transferring it to third parties in any other way;

3. examining, scanning or testing the Platform or a network connected to the Platform for vulnerabilities, or circumventing security and authentication measures of the Platform or a connected network;

4. modifying, adapting, reverse engineering, decompiling, disassembling, translating the Software or creating derivative works based on it, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the Platform to obtain the information necessary to create an independent program that can be operated with the Platformor with another program (“Permitted Objective”) and provided that the information obtained by you during such activities: (i) is not disclosed or communicated without Lalamove’s prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; (ii) is not used to create any software that is substantially similar in its expression to the Platform; (iii) is kept secure; and (iv) is used only for the Permitted Objective;

5. interrupting the normal operation of the Software or using methods to export or modify the source code of the Software;

6. uploading or distributing any kind of computer viruses, worms, Trojan horses or malicious code;

7. using "deep linking", "page scraping", "robots", "spiders" or other automated devices, programmes, algorithms, methods or comparable manual processes to access, capture, copy or monitor parts of the Platform or its content, reproduce or circumvent the navigation structure or presentation of the Platform or its content, or obtain materials, documents or information in any way other than as expressly provided for through the Platform;

8. installing and/or running the Platform or Software on any device other than updated, compatible hardware or mobile devices with operating systems as approved by Lalamove and with an active internet connection.

6.2. The Community Guidelines also set out further guidelines for your use of the Platform. You agree to comply with these at all times when using the Platform.

7.1. Apart from the licence granted in these User Terms of Use to use the Platform, you receive no further licences or rights to the Platform. Ownership of the Platform (including all Software) and all other rights remain solely and expressly with Lalamove (or its licensors)

8.1. In order to use the Platform, you must register and create a personal account ("User Account").

8.2.  When registering for your User Account, you must provide accurate and up to date information. You must also set a secure password, which you must keep secret at all times and not allow anyone else to use. Please see Lalamove's Privacy Notice for information about how Lalamove uses personal data you provide to Lalamove.

8.3.  You are responsible for activity which happens in your User Account. You must tell Lalamove as soon as possible if you think there has been any unauthorised activity in your User Account.

8.4 Lalamove has no responsibility for incorrect, incomplete or out-of-date registration data which you provide. Lalamove may verify the information you provide at any time. Providing inaccurate, incomplete or outdated information may result in you not being able to use the Platform.

9.1.  Lalamove may send notifications to your User Account, including by email, call, SMS and/or push notification for service-related updates. In particular, this may include notifications regarding the Shipment Services you have requested from Delivery Partners via the Platform, such as delivery updates.

9.2. You can choose to disable the receipt of such messages by changing your notification settings on the Platform. Disabling such messages may mean you are not notified of important updates relating to your Shipment Services.

9.3. If you are opted into marketing communications, Lalamove may also send you communications from time to time in accordance with your marketing preferences. You can amend your marketing preferences in your User Account settings, or by clicking unsubscribe links in marketing communications, or by contacting Lalamove Customer Support.

10.1 Lalamove has the right to restrict, suspend or terminate your User Account if:

1. there is reasonable suspicion that you have violated these User Terms of Use, the Community Guidelines, or the law;

2. you have outstanding payments in respect of any Shipment Services;

3. Lalamove detects unauthorised activity or other security concerns in your User Account; or

4. your use of the Platform represents a security risk, or a risk to a third party.

10.2. Before exercising this right, Lalamove will conduct a reasonable, case-by-case assessment to determine appropriate action. This assessment will take into account the specific circumstances of each individual case, including the number and severity of violations, the nature of any illegal content and the consequences.

10.3. Lalamove will tell you if your User Account has been restricted, suspended or terminated, and, where possible, will give you the chance to correct the violation, in which case Lalamove will reinstate your User Account.

10.4. If you repeatedly violate these User Terms of Use, the Community Guidelines, or the law, or your violation is very serious, Lalamove may immediately terminate your User Account and it may not be reinstated. Lalamove may also make a report to appropriate law enforcement authorities.

10.5. Lalamove may also temporarily restrict or suspend your access to the Platform if such restriction or suspension is necessary to comply with the law or a request from a court or government authority.

11.1. You agree to the following obligations and responsibilities with regard to your User Account:

1. Account activity. You are responsible for all activity that occurs under your User Account.

2. Access. You may only access the Platform using means expressly authorised by Lalamove.

3. No sharing. You may only use the Platform for your own personal use and may not share your User Account with third parties. No one other than you should access your User Account.

4. Non-transferability. You may not transfer your User Account to other individuals or legal entities.

5. One account per User. You may only open one User Account. Lalamove may remove any additional User Accounts created by the same User.

6. Protection against unauthorised access. You are responsible for keeping all passwords and identification data for your User Account secure and confidential and you must not disclose your password or other login credentials to unauthorised third parties.

7. Proof of identity. To ensure the safety of the Platform and to comply with legal obligations, you may be asked to provide proof of identity or other documents, in which case you must provide them promptly to Lalamove.

8. System integrity. You may not attempt to hack into or otherwise compromise or jeopardise the integrity or security of the Platform, or decrypt transmissions to or from the Platform's servers.

9. Personal data. You must not attempt to scrape or otherwise gather personal data, including other Users’ names or account information, via the Platform.

10. No off-Platform contact. For safety reasons you should not contact any other User or a Delivery Partner other than through the Platform, nor should you arrange to meet or deal with another User or Delivery Partner other than through the Platform. Lalamove cannot offer support in respect of any arrangements made off-Platform. You will be solely responsible for any communications and/or arrangements you make off-Platform.

11. Community Guidelines. You must always comply with the Community Guidelines.

12.1. You are responsible for purchasing and maintaining compatible hardware or devices necessary to access and use the Platform. You can see the minimum requirements for the Lalamove mobile application on the relevant application store page prior to downloading it.

12.2. Lalamove reserves the right to suspend or terminate use of the Platform if it is accessed via an incompatible or unauthorised device, or if the security of the User Account is compromised in any way or where Lalamove reasonably believes there to be a security risk.

13.1 You acknowledge and agree to the following rules in respect of the Shipment Services:

1. No passengers during parcel deliveries. You may not under any circumstances ride as a passenger in the Delivery Partner's vehicle while the Delivery Partner is performing Shipment Services. You should not enter the Delivery Partner’s vehicle at any time.

2. No third-party property. You may only place orders for Shipment Services with Delivery Partners if you own the relevant goods to be transported or delivered, or are otherwise authorised to have them transported or delivered.

3. Delivery at the User's instruction. Shipment Services are agreed between you and your chosen Delivery Partner in accordance with the instructions given by you to the Delivery Partner. You choose whether or not to request or accept Shipment Services. You are responsible for selecting appropriate Shipment Services for the nature, volume and size of the items.

4. Delivery information and order details. Neither the Delivery Partner nor Lalamove will be responsible for losses if you give incorrect instructions or delivery or pick-up information. You must provide Delivery Partners with accurate and clear instructions and order details. If Shipment Services are delayed, or have to be reperformed, extended or changed, because you gave incorrect or unclear instructions to the Delivery Partner, you will be responsible for the cost.

5. Changes to delivery information. You may request changes or additions to instructions or orders after you have accepted a Delivery Partner to perform the Shipment Services, but changes will only be effective if approved and updated via the Platform. It may not be possible to make changes to the Shipment Services, for example if they have already started.

6. Compliance with law. You must comply with all laws which apply to you, in particular with regard to the nature, condition, packaging, handling, storage and transport of the goods to be transported. Lalamove has set out guidelines about prohibited items at the Community Guidelines. Goods that are prohibited must not be shipped using Shipment Services and Delivery Partners may refuse to transport such items.

7. Packaging items. You must ensure that the goods to be transported are properly packaged to protect them from damage during transport, and are not capable of being accidentally opened. In particular, goods that are fragile or can be damaged by bending must be packed in sufficiently durable and stable packaging or a sufficiently durable and stable container. Sufficient and suitable protective material must be used inside the packaging or container to prevent damage from pressure, impact or other normal effects of transport. Any fragile goods must be clearly marked as "fragile" with a corresponding note on the front of the packaging or container and above the recipient's address. You will be responsible for any damage to goods caused by improper packaging.

8. Perishable goods. The Shipment Services are not intended for the transport of perishable goods or goods that must be refrigerated, frozen or otherwise protected from heat or cold. If you decide to transport such goods using a Delivery Partner, this is at your own risk and Lalamove is not responsible for any damage to such items, or for the quality of the items following transport.

9. Undeliverable shipment. It is your responsibility to ensure that the recipient is present and contactable at the scheduled time of delivery. If the recipient cannot be found at the address you provide, there is no other authorised recipient on site, and no further instructions have been provided, the Delivery Partner will attempt to contact you at the telephone number provided by you and to return the shipment to you. If the Delivery Partner is unable to reach you, they may at their discretion choose to make another delivery attempt to the recipient. If the delivery remains unsuccessful, you should first contact the Delivery Partner. If further support is required, you should contact Lalamove Customer Support for assistance. However, you acknowledge that Lalamove does not physically handle any shipments and is not responsible for items which are lost due to the recipient not being present for a scheduled delivery.

10. Loading and unloading. The Delivery Partner is not required to provide any assistance with loading, unloading, moving or lifting any items for you unless you have ordered the Helper Services (as set out in the Helper Service Terms).

11. Health and safety. You must include full details of any known health, safety, or site-specific risks together with any necessary preventative or protective measures relevant to the Shipment Services when making your request for Shipment Services. Once you have confirmed Shipment Services with a Delivery Partner, you must also keep them up to date if any details change in relation to health, safety or site-specific risks. You may be responsible for additional costs if you don’t provide this information to your Delivery Partner and it results in them incurring such additional costs.

14.1. Lalamove may, at its sole discretion, offer promotional offers from time to time (“Promotions”). These Promotions are subject to any additional terms attached to them, and may not apply to all users. You may only participate in Promotions where you meet the eligibility criteria specified. Promotions may include discounts, promotional credit which can be used for Shipment Services or other rewards.

14.2. You agree that:

1. Lalamove has no obligation to provide any Promotions;
2. you will not use, or attempt to use, any Promotions for which you are not eligible or which you did not receive directly from Lalamove;
3. any Promotions you receive are personal and non-transferable;
4. you must comply with these User Terms of Use as well as any additional terms applicable to the Promotions;
5. Promotions cannot be redeemed for cash or cash equivalents;
6. Promotions lose their validity after the date specified in the offer; and
7. any discounts or credits received via Promotions will expire after the date specified in the offer.
   
   

14.2 Lalamove reserves the right to withhold or deduct any credits or benefits acquired through a Promotion if Lalamove determines or has reasonable suspicion that the redemption of the Promotions or the receipt of the credit or benefit was incorrect, fraudulent, illegal, or in violation of the terms and conditions applicable to the Promotions or these User Terms of Use.

14.4.  Promotions are offered at Lalamove’s discretion, and Lalamove may change or discontinue a Promotion at any time. Such a change or discontinuation shall not affect the validity and validity period of rewards already acquired or received.

16.1. Use of the Platform including having a User Account is generally free of charge. When you use the Platform to agree Shipment Services with a Delivery Partner, you will pay:

1. the agreed amount for the Shipment Services provided by the Delivery Partner, which will be shown to you before you enter into an agreement with the Delivery Partner and will include any additional costs like parking, tolls, taxes or other fees (where these can be determined upfront) (the “Shipment Services Fee”); and

2. a platform fee which is a percentage of the total value of the Shipment Services you have ordered, which will be shown to you before you enter into an agreement with the Delivery Partner (the “User Platform Fee”).You will also need to pay any extra costs for the Shipment Services which are either due to: (a) changes you request to be made to the agreed Shipment Services (e.g. amended delivery address or time, adding Helper Services); or (b) charges such as tolls or parking fees that can only be calculated after the Shipment Services have commenced and which you were made aware of before confirming the Shipment Services, (the “Additional Fees”).

16.3. Payment of the Shipment Services Fee, the User Platform Fee and any Additional Fees will be made using the payment method selected by you and as described in Section 17. You will receive confirmation and an invoice following payment.

16.4.  The fees shown before you confirm Shipment Services are in GBP (pounds sterling), and include applicable taxes.

16.5. Cancellation and refunds. You may cancel your request for Shipment Services at any time before the Delivery Partner arrives. This will cancel your contract for Shipment Services with the Delivery Partner. Cancellation fees may apply in certain scenarios. These are payable directly to the Delivery Partner as compensation for their time. The applicable fees will be displayed prior to you confirming cancellation. The process for cancellation is as follows:

1. Pending. For pending requests for Shipment Services which are not yet matched with a Delivery Partner, you will be able to cancel the order at any time by clicking ‘Cancel Order’ on the relevant request page with no cancellation fee.

2. Confirmed immediate. For requests for Shipment Services to commence immediately which have already been matched with a Delivery Partner and accepted, you have a 15 minute grace period to cancel the Shipment Services by clicking ‘Cancel Order’ on the relevant request page with no cancellation fee, unless the Delivery Partner has already started the Shipment Services in that period (such as arriving at your location, collecting goods and/or commencing delivery), in which case you will have waived your right to cancel the Shipment Services, and will have to pay for the extent of Shipment Services already completed. After this 15-minute period, you must contact Lalamove Customer Support using the chat function available on the Platform to arrange cancellation.

3. Scheduled. For scheduled Shipment Services which have been matched with a Delivery Partner and accepted, you may cancel the Shipment Services up to 45 minutes before the scheduled pick up time. After that time, you must contact Lalamove Customer Support using the chat function available on the Platform to arrange cancellation.

17.1. Users can pay fees using the following payment methods:

1. Card payment. Your card will be charged at the time of agreeing the Shipment Services with the Delivery Partner for the Shipment Services Fee and the User Platform Fee. If there are any Additional Fees, your card will be charged for this after the Shipment Services have been completed.

2. Cash payment. You (or the recipient, if you have selected payment by the recipient) will pay the Delivery Partner in cash upon commencement of the Shipment Services (or upon completion if you have selected payment by the recipient) for the Shipment Services Fee, and any Additional Fees. The User Platform Fee for cash orders will be invoiced to you separately by Lalamove.

18.1. The Platform belongs to Lalamove (and its licensors), and Lalamove only gives you a right to use it as set out in these User Terms of Use. Your right to use the Platform is specific to you (not to any third party), and you cannot transfer it or license it to anyone else.

18.2. You may download the Lalamove application onto your mobile device and/or use the Lalamove website. You are not permitted to make copies of Lalamove content except for your personal use.

18.3. You acknowledge that you don’t own the Platform, or any content Lalamove provides on it. In particular, company names, logos and product names associated with the Platform and Lalamove belong to Lalamove (or its licensors).

18.4. You may not remove, alter or obscure any copyright, trademark or other proprietary notices contained in or accompanying the Platform.

19.1. Your content. You may from time to time upload your content, information or materials onto the Platform ("User Content"). If you do so, you grant Lalamove a right to use, modify, reproduce and display User Content for the purposes of operating and providing the Platform and related services. This right can be exercised anywhere in the world and Lalamove does not have to make payment to you for it. All your User Content remains your property. You should not upload any content to the Platform which is confidential.

19.2. You are responsible for your User Content, including the accuracy and appropriateness of it. You must not provide any User Content which does not align with these User Terms of Use and the Community Guidelines. Lalamove may remove any User Content it identifies as breaching the User Terms of Use or the Community Guidelines. If you post non-compliant User Content, your User Account may be suspended or terminated. If you experience any non-compliant User Content provided by someone else, you can report this to Lalamove Customer Support via the chat function available on the Platform.

19.3. Responsibility. You are responsible for the things you say and do on the Platform, and you may face costs, including reimbursing Lalamove, if your User Content or any other behaviour on the Platform results in claims against you or Lalamove.

19.4. Blocking, restricting or removing access to User Content. Lalamove reserves the right, in its sole discretion, to block, restrict or remove any User Content posted or transmitted by Users that, in Lalamove's opinion, violates these User Terms of Use and/or applicable law. Measures Lalamove takes to protect you from illegal content are set out in Section 20 below.

19.5. Suggestions and feedback. If you provide suggestions, ideas, comments or feedback (“Feedback”) on the Platform or Shipment Services, these shall be considered non-confidential and you agree that Lalamove may (but does not have to) use, reproduce, exploit, modify, adapt or otherwise implement any such Feedback at any time, anywhere in the world, without any obligation to make payment to you.

20.1.  This provision sets out how Lalamove protects you from illegal content on the Platform.

20.2. Lalamove minimises the length of time for which terrorism content is present on the site by using manual moderation which scans user-created listings to remove such content. Lalamove will swiftly take down terrorism content when it is discovered.

20.3. Lalamove will minimise the length of time for which child sexual exploitation and abuse content is present on the site by using manual moderation which scans images for such content. Lalamove will swiftly take down child sexual exploitation and abuse content when it is discovered.

20.4. Lalamove will minimise the length of time for which other content that amounts to an offence is present on the site by using manual moderation which scans user-created content. This applies to content relating to assisting suicide, threats to kill, public order offences, harassment, stalking and fear or provocation of violence, drugs and psychoactive substances, firearms and other weapons, assisting illegal immigration, human trafficking, sexual exploitation, sexual images, proceeds of crime, fraud, financial services, foreign interference, animal welfare and offences relating to being involved in committing any of these offences (known as inchoate offences). Lalamove will swiftly take down such content when it is discovered.

20.5. Lalamove will take down any intimate image content, as well as any other content that is the same or substantially the same, within 48 hours of it being reported by the subject of the content or someone acting on their behalf.

20.6. You can report or complain about the following content and behaviours:

1. content you consider to be illegal;

2. when you think Lalamove is not dealing with illegal content or activity as it should;

3. if you think Lalamove’s content reporting systems and processes do not easily let users report content they believe to be illegal or harmful;

4. if you think Lalamove has insufficiently considered the importance of protecting users' rights to freedom of expression or privacy;

5. where your content has been taken down on the basis that it is illegal;

6. where Lalamove has given you a warning, or suspended, banned or restricted you in any way as a result of your content which Lalamove considers to be illegal content;

7. where technology Lalamove uses results in your content being taken down, access-restricted or deprioritised and you think the technology has been used in a way not set out in these User Terms of Use.

    

    

20.7. You can contact Lalamove Customer Support by using the chat function available on the Platform to make a report or complaint, or to report illegal content.

20.8. If Lalamove restricts access to any content you generate or upload to or share on the Platform in a way that breaches these User Terms of Use, you have a right to bring a claim for breach of contract. If Lalamove suspends or bans you from using the Platform in a way that breaches these User Terms of Use, you have a right to bring a claim for breach of contract.

21.1. The Platform is only intended for domestic and private use in the UK. You agree not to use the Platform or your User Account for any commercial or business purposes, and Lalamove will have no responsibility to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

21.2 If defective digital content supplied by Lalamove damages a device or digital content belonging to you because Lalamove has not exercised reasonable care and skill, Lalamove will either repair the damage or pay you compensation.

21.3. Lalamove is not responsible for losses you suffer caused by Lalamove if the loss is:

1. Unexpected. It was not obvious that it would happen and nothing you said to Lalamove before Lalamove accepted your order meant Lalamove should have expected it (so, in the law, the loss was unforeseeable).

2. Caused by a delaying event outside Lalamove’s control. For instance, you acknowledge that the Platform is provided over the Internet, and may sometimes be unavailable because of network disruptions.

3. Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content Lalamove supplied and which you could have avoided by following advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by Lalamove.
   
   

21.4. You acknowledge that your contract for Shipment Services is with the Delivery Partner, and as a result, Lalamove does not have responsibility to you for those Shipment Services, including damage, fines or other losses caused by the Delivery Partner. If you experience issues with a Delivery Partner, you can contact Lalamove Customer Support via the chat function available on the Platform.

21.5. However, you should be aware the contract for the Shipment Services is between you and the Delivery Partner, who is an independent service provider. Lalamove’s role is limited to facilitating communication between you and the Delivery Partner through the Platform. Any resolution of a dispute regarding the Shipment Services is ultimately between you and the Delivery Partner.

21.6. You are responsible for your own actions using the Platform and during Shipment Services. You may be responsible for costs or may face legal consequences if things you do which are not allowed under these User T&Cs (or which you do not do but are required to do under these User T&Cs) cause other people, or Lalamove, harm.

22.1. You are generally free to close your User Account at any time by deleting your User Account via the Platform by selecting ‘Delete Account’ under ‘Profile’ -> ‘Settings’ -> ‘Privacy’. You will receive confirmation once your User Account has been deleted and your contractual relationship with Lalamove will be ended.

22.2 Please note you will not be able to close your User Account immediately if:

1. your User Account is under investigation for any reason including breach of these User Terms of Use, fraudulent activity, chargebacks or safety incidents;
2. you have live Shipment Services where you have a contract with a Delivery Partner to perform Shipment Services and the Shipment Services have not yet been completed; or
3. you have any outstanding payments in your User Account, such as unpaid Shipment Services Fees or User Platform Fees.

22.3. You will have to wait until the matters set out in 22.2(a) to (c) above are fully resolved in order to close your User Account. Please note you will be responsible for any outstanding payments in your User Account regardless of whether or not you have attempted to close your User Account or end your contract with Lalamove.

22.4. If you use the Platform to arrange Shipment Services and the Shipment Services commence, you are waiving your right to cancel those Shipment Services once they are fully performed, and will not be entitled to a refund of fees in respect of Shipment Services which are outside the cancellation periods set out in Section 16.5.

22.5. If you close your User Account, you will lose any coupons, promotional credit or discounts associated with your User Account and they cannot be transferred to another user or redeemed for cash.

22.6. Lalamove has the right to terminate the contractual relationship as set out in Section 10.

23.1. These User Terms of Use, their subject matter and their formation, are governed by English law. You and Lalamove both agree that the courts of England will have exclusive jurisdiction, except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

23.2. Lalamove can transfer its contract with you, so that a different organisation is responsible for the Platform. Lalamove will tell you in writing if this happens and will ensure that the transfer will not affect your rights under these User Terms of Use. You can close your User Account at any time if you do not agree to the transfer. You can only transfer your contract with Lalamove to someone else if Lalamove agrees to this in writing.

23.3. Nobody else has any rights under this contract. This contract formed by the User Terms of Use is between you and Lalamove. Nobody else can enforce it and neither you nor Lalamove will need to ask anybody else to sign-off on ending or changing it.

23.4. If a court invalidates some of the User Terms of Use, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

23.5. Even if Lalamove delays enforcing any term of the User Terms of Use, Lalamove can still enforce it later. Lalamove might not immediately chase you for not doing something or for doing something you're not allowed to, but that does not mean Lalamove cannot do it later.

23.5. Support. The Lalamove Customer Support team can be contacted via the Platform chat function and will do their best to resolve any problems you have with the Platform. If Lalamove cannot resolve a complaint directly, it will inform you about any relevant ADR options available to you.

Latest Modified: 8 September 2026

1.1. Sticker T&Cs. Where the Delivery Partner elects to join the Sticker Scheme, these terms and conditions (the “Sticker T&Cs”) apply, in addition to the Driver T&Cs, in respect of the Delivery Partner’s participation in the Sticker Scheme.

1.2. Acceptance. By joining the Sticker Scheme, the Delivery Partner confirms they will comply with the terms and conditions set out in these Sticker T&Cs and the Sticker T&Cs shall form part of the Platform Contract.

1.3. Definitions. Defined terms shall have the meaning set out in the Driver T&Cs, unless otherwise defined herein.

2.1. Participation in Sticker Scheme. The “Sticker Scheme” is a programme in which the Driver may display Lalamove-branded stickers on their vehicle while performing Shipment Services in exchange for certain rewards (as set out in Section 4). Participation in the Sticker Scheme is entirely voluntary and will not affect access to the Platform or Shipment Services requests. To participate in the Sticker Scheme, the Delivery Partner should go to the ‘Profile’ > ‘Sticker’ section of the Platform. The Delivery Partner shall select an available date and time slot in the 'Profile' > 'Sticker' section of the Platform. If no installation sessions are available, the Delivery Partner may inquire about vacancies by contacting dops.uk@lalamove.eu. Installation shall be performed at Lalamove’s designated sticker center located at Floor 0, Here East, Queen Elizabeth Olympic Park, Plexal, London E15 2GW, United Kingdom, or at such other authorized location as notified by Lalamove. If a Delivery Partner chooses to participate in the Sticker Scheme, they must comply with these Sticker T&Cs in addition to the Driver T&Cs.

2.2. Installation. Once the Delivery Partner has opted into the Sticker Scheme, the Delivery Partner shall arrange for installation of a Lalamove-branded sticker (“Sticker”) by following the steps in the ‘Profile’ > ‘Sticker’ section of the Platform. After installation, the Sticker shall be displayed on the relevant vehicle used by the Delivery Partner for the Shipment Services.

2.3. Support. The Delivery Partner can reach out to the Lalamove Customer Service Team via chat in the Platform if there are any queries or concerns in relation to the Sticker Scheme.

2.4. Verified Delivery Partner Account. The Delivery Partner must maintain an active Delivery Partner Account which has been successfully verified by Lalamove in order to participate in the Sticker Scheme.

2.5. Vehicles. It is the Delivery Partner’s responsibility to ensure that they have the necessary rights and permissions to display the Stickers on their vehicle, including: (a) ensuring that any lease of the vehicle permits the placement of the Stickers on the vehicle for the duration of the Sticker Scheme; and (b) notifying relevant insurers and/or the Driver and Vehicle Licensing Agency (if applicable).

3.1. Maintenance of Sticker. The Delivery Partner shall maintain the Sticker in good, unobscured, unmodified, legible, presentable and undamaged condition throughout the Sticker Scheme duration. The Delivery Partner shall notify Lalamove of any damage, deterioration, or loss of the Sticker without undue delay after becoming aware of it. After the Delivery Partner notifies Lalamove, the Delivery Partner shall schedule a further installation to reinstall the Sticker. Lalamove may charge the Delivery Partner a reasonable fee for the reinstallation of the Sticker.

3.2. Stickers of direct competitors. In order to be eligible for rewards under the Sticker Scheme, the Delivery Partner must not display any branding of Lalamove’s direct competitors (i.e. a business that offers similar products or services and targets the same customer base) on their vehicle throughout their participation in the Sticker Scheme. If any such branding is displayed, the Delivery Partner may be removed from the Sticker Scheme in accordance with clause 5.1 and the Delivery Partner will not be entitled to rewards under the Sticker Scheme.

3.3. No Sticker removal. The Delivery Partner must maintain the Stickers during the Sticker Scheme in order to be eligible for rewards. The Delivery Partner may not be able to collect any rewards if the Stickers are removed from the vehicle they were installed on during the Sticker Scheme. The Delivery Partner is responsible for any damage which arises due to the Delivery Partner (or anyone acting on their behalf) removing Stickers.

4.1. The Delivery Partner shall earn rewards for their participation in the Sticker Scheme, which shall be described prior to the Delivery Partner confirming their participation.

4.2. Failure to comply with the requirements of the Sticker T&Cs may result in the Delivery Partner not being eligible to receive any rewards. If the Delivery Partner terminates their participation in the Sticker Scheme, they shall only be entitled to rewards which have accrued up to the date of termination.

5.1. Termination for breach. If the Delivery Partner breaches the terms of either the Sticker T&Cs or the Driver T&Cs, Lalamove may suspend or remove that Delivery Partner from the Sticker Scheme immediately on written notice. Lalamove will provide the reason for the Delivery Partner’s removal in such notice, and will provide a reasonable opportunity for the Delivery Partner to remedy the issue if it is appropriate to do so.

5.2. Termination by the Delivery Partner. The Delivery Partner has the right to terminate their participation in the Sticker Scheme at any time upon fifteen (15) days’ prior written (including via email) notice to Lalamove.

5.3. Termination by Lalamove. The Sticker Scheme is an optional scheme offered at Lalamove’s discretion from time to time. Lalamove has the right to terminate the Sticker Scheme at any time upon fifteen (15) days’ prior written (including via email) notice, provided that any rewards which have accrued to the date of termination will still be valid.

5.4. Termination under the Driver T&Cs. In the event that the Driver T&Cs terminate, or the Delivery Partner’s Delivery Partner Account is closed for any reason, these Sticker T&Cs shall automatically terminate at the same time.

5.5. Deduction of installation costs. If the Delivery Partner terminates their participation in the Sticker Scheme pursuant to clause 5.2 within the three (3) months of the start of the Sticker Scheme, the Delivery Partner may be responsible for, and Lalamove shall invoice for, the costs of the installation of the Sticker(s).

5.6. Removal of Sticker. Lalamove reserves the right to request removal of the Sticker after termination of: (a) these Sticker T&Cs; (b) the Delivery Partner Account; and/or (c) the Driver T&Cs. The Delivery Partner shall promptly comply with such removal request. Lalamove does not provide sticker removal services.

5.7. Accrued rights and liabilities. The termination of the Sticker T&Cs shall not affect any rights or liabilities which have accrued to Lalamove or the Delivery Partner prior to the date of the termination taking effect.

6.1. Lalamove may update these Sticker T&Cs from time to time by providing 30 days’ written notice to the Delivery Partner. If the Delivery Partner does not agree to the updated terms, they may terminate their participation in the Sticker Scheme and end these Sticker T&Cs. The Delivery Partner’s Delivery Partner Account and Shipment Services will be unaffected by such termination.

6.2. Information on Lalamove’s use of personal data under the Sticker Scheme is set out in the Privacy Notice.

Last modified: 8 September 2026

These Account Sharing Terms and Conditions (“Account Sharing T&C”) govern a Delivery Partner’s use of the account-sharing and order re-allocation functionalities made available by Lalamove through the Platform (“Account Sharing Program”).

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

A. Appointment of Substitutes

1. Right to appoint a Substitute. The Delivery Partner is not obliged to perform Shipment Services personally and has unfettered right to appoint another individual to perform all or part of the Shipment Services on the Delivery Partner’s behalf (“Substitute”). This includes provision of the Shipment Services by individuals the Delivery Partner employs or engages directly.

The Delivery Partner has unfettered right to appoint a Substitute at any time and for any reason (or for no reason at all) provided that the Substitute meets the requirements set out in these Account Sharing T&C and the Delivery Partner Terms of Use.

For the avoidance of doubt, the account-sharing and order re-allocation functionalities are provided for convenience only and do not limit or restrict the Delivery Partner’s right to appoint a Substitute by any other lawful means, provided that the Substitute meets the requirements set out in clause A.2 before performing any Shipment Services.

2. Requirements for Substitutes. A Substitute may perform Shipment Services only if the Substitute:

• has a valid right to work in the United Kingdom;

• has successfully completed the identity and right-to-work checks required by Lalamove and applicable law;

• meets the warranties set out in Section 17.1 of the Delivery Partner Terms of Use;

• has not previously had a Lalamove Delivery Partner Account deactivated due to a serious or material breach;

• has not, while acting as a substitute for the Delivery Partner or a third party, engaged in conduct that would have justified such termination had the Substitute been a direct party to these Terms; and

• has the requisite skills, training and knowledge necessary to carry out deliveries safely and in compliance with all applicable road, food-safety and health regulations.

No individual may perform Shipment Services as a Substitute before the relevant identity and right-to-work verification has been successfully completed.

3. Independence in performance. Lalamove does not control or supervise the means by which the Delivery Partner or any Substitute engaged by the Delivery Partner performs the Shipment Services. The Delivery Partner is solely responsible for determining the manner in which the Shipment Services are performed, including the route taken, the time of day and the equipment used.

B. Account Sharing and Order Re-allocation

1. Account sharing. In the event of account sharing with other Delivery Partners, the Delivery Partner must register the substitute driver (an “Account Sharing Partner”) for the Delivery Partner Account being shared at least twenty-four (24) hours before the Account Sharing Partner’s first Shipment Delivery by contacting the Lalamove Driver Operations Team through the app.

During the registration process, the Delivery Partner must provide information about the Account Sharing Partner, including proof of identity, proof of the right to work in the United Kingdom, driving licence and the order number of the Shipment Delivery the Account Sharing Partner will handle. Other documents must be checked by the principal Delivery Partner Account holder.

In the event of any liability arising from the substitution, the Delivery Partner arranging the substitution remains the principal obligor.

Once this information has been submitted, the Delivery Partner and the Account Sharing Partner will receive a WhatsApp video call from Lalamove during business hours on the following day, after the registration has been processed. During the video call, the Delivery Partner and the Account Sharing Partner will be asked to verify the relevant information initially provided to Lalamove. Both the Delivery Partner and the Account Sharing Partner must participate in this verification process.

Once verification of the Account Sharing Partner has been successfully completed, the Account Sharing Partner may access the Delivery Partner Account with the Delivery Partner’s password and use the Services through the shared Delivery Partner Account.

2. Order re-allocation. To initiate a subcontract, both the Delivery Partner and the subcontractor (the “Subcontractor”) must have active accounts and be authorised to receive and accept deliveries through the Platform.

The Delivery Partner must first accept the Shipment Delivery through the Platform. The Delivery Partner may then offer the Shipment Delivery to the Subcontractor by entering the Subcontractor’s telephone number. The Subcontractor will receive a subcontract request and must expressly accept the Shipment Delivery before taking responsibility for its completion.

The Delivery Partner must ensure that the proposed Subcontractor possesses the required suitability and fulfils all prerequisites necessary for the delivery services. The Subcontractor agrees to perform the delivery service, including collection, transportation and delivery of the Shipment to the User.

C. Delivery Partner responsibilities

1. Responsibility to Users and Lalamove. Regardless of the substitution method used, the Delivery Partner remains the contracting party with the User and remains fully responsible to the User for the Shipment Services. The Delivery Partner is responsible for ensuring that all obligations under the Platform Contract are met, and any act or omission of a Substitute will be treated as an act or omission of the Delivery Partner.

2. Payment of Substitutes. The Delivery Partner is wholly responsible for the remuneration of any Substitute under such terms as may be agreed between the Delivery Partner and the Substitute. The normal payment arrangements as set out in these Terms between the Delivery Partner and Lalamove will continue to apply.

D. Restriction, suspension and termination

1. Right to work. Lalamove will suspend or terminate the Platform Contract and/or access to the Platform where Lalamove or the Delivery Partner knows or has reasonable cause to believe that a Substitute using the relevant Delivery Partner Account is working without validly completing any relevant right-to-work checks or otherwise cannot demonstrate a valid right to work in the United Kingdom.

Last modified: 30th September 2026

1. Scope. These additional terms ("Helper Service Terms") apply whenever a User requests the ‘Helper Services’ as part of the Shipment Services from a Delivery Partner. The Helper Services enables Users to arrange and plan support services (as an additional service) provided by the Delivery Partner and by submitting a request for the collection of certain goods for loading and unloading, moving or lifting ("Helper Services"). These Helper Service Terms supplement and are subject to the User T&Cs (in respect of the User) and the Driver T&Cs (in respect of the Delivery Partner).
   
   

2. Payment of additional fees. The User is obliged to pay the Delivery Partner an additional fee for the Helper Services requested. This will be communicated to the User prior to confirming the order of the relevant Helper Services.
   
   

3. Contract for Helper Services. The Helper Services will be provided as part of the User’s direct contract with the Delivery Partner for Shipment Services. Lalamove is not party to such contract.
   
   

4. Limits of Helper Services. The Helper Services do not include assistance with packing goods or packing boxes. The User must always properly pack the goods and prepare them for transport before the Delivery Partner arrives, in accordance with the User T&Cs. The Helper Services also do not include installation or removal of equipment.
   
   

5. Additional requirements requested by User. If the User requires additional protection for the goods or has other special requirements which they would like to include in the Helper Services, the User must inform the Delivery Partner of this in advance. The Delivery Partner is entitled to decide whether to accept such special requirements. If the Delivery Partner accepts such special requirements, they must inform the User of any additional fee for such special requirements, which the User may accept or decline. If the User accepts, the additional fee shall form part of the fees for the Helper Services and will be paid by the User as an ‘Additional Fee’ pursuant to the User Terms.
   
   

6. Sufficient, correct and executable instructions. The User is responsible for giving the Delivery Partner sufficient, correct and appropriate instructions for the Helper Services prior to ordering them, including in relation to the size, weight and nature of Shipments. If the User provides insufficient or inaccurate information, and this leads to additional costs, the User will be responsible for paying these additional costs.
   
   

7. Helper Services must be on-Platform. Unless the User has booked Helper Services when ordering Shipment Services, or subsequently added Helper Services to their Shipment Services via the Platform, the Delivery Partner is under no obligation to provide Helper Services. If the User requests such Helper Services before loading the goods into the Delivery Partner's vehicle but has not ordered Helper Services via the Platform, the Delivery Partner has no obligation to provide Helper Services.
   
   

8. Cancellation. If the Delivery Partner does not wish or is not able to provide Helper Services which are added by a User after confirming a request for Shipment Services, the Delivery Partner may cancel the Shipment Services. In this case, the User's original request for the Shipment Services may be accepted by other Delivery Partners on the Platform.
   
   

9. Updates to Helper Services Terms. Lalamove may update the terms of these Helper Services Terms from time to time to reflect changes in the service, or features of the Platform, or because of changes in law or other business decisions Lalamove may take. Lalamove will use reasonable endeavours to provide at least 15 days’ notice (in writing via the Platform) before the update is effective, unless it is not possible for Lalamove to do so because the changes are required immediately (for example, due to a change in applicable law or regulation). If the User or Delivery Partner does not agree to such changes they should not request or accept any Helper Services after the update becomes effective.

Last modified: 30th September 2026

1. INTRODUCTION

1..1 This Shipment Services Contract (the “Contract”) is a contract for the provision of Shipment Services, entered into between the User and the Delivery Partner (as defined below).

1.2 Each Party should read the Contract in full before proceeding. If a Party does not agree with any term, they should not proceed.

1.3 By using the Services, each Party agrees to be bound by this Contract and to comply with all the terms stated in it.

1.4 The terms of this Contract are supplemented by, and should be read alongside, the information provided on the Lalamove Platform at the time of the request (including fees, estimated timings, Additional Services and Delivery Partner information).

1.5 Each of the Delivery Partner and the User recognises that:

1. Lalamove acts as an intermediary facilitating the services provided by the Delivery Partner directly to the User, meaning that Lalamove is not a party to this Contract, nor does it provide the Shipment Services; and

2.  the Delivery Partner is an independent provider of the Shipment Services and is responsible for completing them.

2. DEFINITIONS AND INTERPRETATION

2.1 In this Contract, the following terms which are used throughout will have the meanings as set out below:

“Additional Services” means extra services, such as loading, waiting or unloading services, which are specifically requested by the User via the Lalamove Platform.

“Contract” means this contract between the User and the Delivery Partner for Shipment Services.

“Delivery Partner” means the delivery partner identified in the summary shown on the Lalamove Platform before this Contract is entered into.

“Lalamove Community Guidelines” means the guidelines available at https://www.lalamove.eu/en-gb/terms-and-conditions.

“Lalamove Platform” means the Lalamove mobile application and website through which Users request and Delivery Partners accept Shipment Services.

“Party” means either the User or the Delivery Partner.

“Prohibited Items” means items which are illegal to transport by road, dangerous, or are otherwise not permitted under the Lalamove Community Guidelines.

"Shipment" means the goods to be collected, transported, and delivered via the Shipment Services, as described by the User on the Lalamove Platform.

"Shipment Services" means the goods transportation and logistics services to be provided by the Delivery Partner under this Contract, including all Additional Services, as requested by the User.

“User” means the user identified in the summary shown on the Lalamove Platform before this Contract is entered into.

2.1 Other defined terms are defined in the body of the text of this Contract.

2.3 In this Contract:

1. 1. where there is a reference to a law or part of a law, this includes any amendment, re-enactment, or subordinate laws made under that law or part of a law;

   2. words in the singular include the plural and vice versa; and

   3. where the words ‘includes’, ‘including’, ‘for example’, ‘such as’ or ‘in particular’ appear, these are to show examples only and do not mean an exhaustive list.

3. SHIPMENT SERVICES

3.1 The Shipment Services which are included in this Contract are set out in the summary page before the Contract is entered into. Each Party should review the details of pickup times, delivery times, locations and fees set out in the Lalamove Platform prior to entering into the Contract.

3.2 The User should also review the selected Delivery Partner’s details, including the type of vehicle to be used to provide the Shipment Services (“Vehicle”), before confirming the Shipment Services. By entering into the Contract, the User confirms they have reviewed all details of the Shipment Services carefully prior to entering into the Contract to ensure they are appropriate for their Shipment and are accurate.

3.3 Once the Parties enter into this Contract, the Delivery Partner will begin to provide the Shipment Services ordered by the User.

3.4 Each Party confirms that it has read and will comply with the Lalamove Community Guidelines  at all times during the Shipment Services.

4. USER'S RESPONSIBILITIES

4.1 The User must:

1. ensure the Shipment is properly and securely packaged in a manner suitable for transportation using the Shipment Services, taking into account the nature of the goods and whether they are fragile;

2. provide accurate and complete instructions regarding the collection point, the delivery point, and any special handling requirements via the Lalamove Platform;

3. ensure that the Shipment does not contain any Prohibited Items;

4. ensure that they have the right to arrange for the Shipment’s transportation, including any necessary permissions or ownership rights;

5. ensure they have selected an appropriate service (including vehicle size) for the Shipment;

6. be present, or arrange for an authorised adult to be present, at the collection point at the agreed collection time to hand over the Shipment to the Delivery Partner;

7. ensure that an adult recipient is present at the delivery point to receive the Shipment, or provide clear alternative delivery instructions via the Lalamove Platform;

8. be contactable and responsive at and around the scheduled time of pickup and delivery;

9. pay the Shipment Services Fees and the User Platform Fee in accordance with Section 7;

10. not at any point enter or ride as a passenger in the Delivery Partner's vehicle;

11. cooperate with the Delivery Partner on the performance of the Shipment Services; and

12. communicate, through the “Notes to driver” section of the Lalamove Platform, any health, safety or site-specific risks relevant to the collection, delivery or performance of the Shipment Services, and provide details of the measures in place to prevent or control those risks before the Shipment Services are performed.

4.2 If the User fails to comply with this Section 4, the Delivery Partner will not be responsible for any resulting loss, damage or non-delivery of the Shipment (as long as they have otherwise performed with reasonable care and skill).

4.3 The User may be required to pay additional costs to the Delivery Partner where the User has not complied with this Section 4 and this results in the Delivery Partner incurring additional charges, such as extra parking, waiting, redelivery or storage costs.

5. DELIVERY PARTNER'S RESPONSIBILITIES

5.1 The Delivery Partner shall:

1. perform the Shipment Services with reasonable care and skill;

2. perform the Shipment Services within a reasonable time (unless a specific time is agreed, in which case by that time);

3. comply with the laws and regulations applicable to the Delivery Partner as a driver, such as road traffic legislation;

4. hold a valid UK driving licence appropriate for the Vehicle and Shipment Services;

5. maintain the Vehicle in a roadworthy condition with a valid MOT certificate (where required), and ensure it is appropriate for the transportation of the Shipment;

6. not at any time during Shipment Services be under the influence of alcohol, drugs, or any substance that may impair the Delivery Partner's ability to drive safely;

7. maintain appropriate insurance covering all of the Delivery Partner’s activities under the Contract;

8. handle the Shipment with care during collection, transportation, and delivery;

9. deliver the Shipment at the agreed time (or within a reasonable time), using any safe and reasonable route; and

10. act professionally and courteously towards the User and any recipient of the Shipment.

6. SUBSTITUTION

6.1 The User acknowledges that the Delivery Partner may, at the Delivery Partner's discretion, appoint another person (a “Substitute”) to perform the Shipment Services (or any part of them) on the Delivery Partner's behalf.

6.2 Where the Delivery Partner appoints a Substitute:

1. the Delivery Partner is responsible for ensuring the Substitute complies with all the requirements set out in this Contract, including Section 5, and the Account Sharing Terms and Conditions; and

2. the Delivery Partner will still be fully responsible to the User for the performance of the Shipment Services, as if the Delivery Partner had performed them personally.

6.3 The Delivery Partner will notify the User via the Lalamove Platform if a Substitute will be performing the Shipment Services.

6.4 The Parties acknowledge that the User's contract remains with the Delivery Partner, and the User has no direct contract with any Substitute.

7.1 FEES AND PAYMENT

7.1 In consideration of the Delivery Partner providing the Shipment Services, the User agrees to pay the Delivery Partner the fees for the Shipment Services (the “Shipment Services Fees”) which are shown in the Lalamove Platform before this Contract is entered into.

7.2 The Shipment Services Fees are separate from, and in addition to, any platform fee or service charge that the User may pay to Lalamove for the use of the Lalamove Platform (the "User Platform Fee"). The User Platform Fee is governed by the separate agreement between the User and Lalamove and does not form part of this Contract, except in respect of Section 7.5.

7.3 The User may opt to pay the Delivery Partner by:

1. card payment, where that payment option is made available through the Lalamove Platform, which is processed via the Lalamove Platform by Lalamove’s third party payment provider; or

2. cash, which the payee could be the sender or recipient,

   as selected by the User via the Lalamove Platform.

7.4 Where payment is made by card via the Lalamove Platform, payment will be made following confirmation of the Shipment Services. Any additional fees which cannot be calculated at the time of confirmation but were notified in advance (such as tolls, parking or other related fees whose totals are only known after the Shipment Services have been completed) will be charged on completion of the Shipment Services as part of the Shipment Services Fees.

7.5 Where payment is made in cash, the User shall also pay the Delivery Partner the User Platform Fee at the same time as paying the Shipment Services Fees, in order for the Delivery Partner to pass on the User Platform Fee to Lalamove on the User’s behalf.

7.6 All fees shown to the User in the Lalamove Platform will be inclusive of VAT and other tax.

7.7 Fees are not refundable except as specified in Section 8.

8. CANCELLATION

8.1 The Contract is entered into once the Delivery Partner has accepted a request for the User’s Shipment Services, and both Parties have agreed to the Contract via the Lalamove Platform.

8.2 Cancellation may be requested through the Lalamove Platform. Cancellation fees may be applied if the User cancels a Shipment Services request outside of the specified timeframe. The method by which the User may cancel depends on the status and timing of the relevant Shipment Services request:

a. where the Shipment Services request has not yet been matched with a Delivery Partner, the User may cancel the request through the Lalamove Platform at any time;

b. where the Shipment Services request has been matched with a Delivery Partner and the Shipment Services are scheduled to be performed immediately:

1. 1. the User may cancel the request through the Lalamove Platform within five (5) minutes after matching; and

   2. after the five (5)-minute period, the User must contact Lalamove Customer Support to request cancellation;

c. where the Shipment Services request has been matched with a Delivery Partner and the Shipment Services are scheduled to start at a future date or time:

1. 1. the User may cancel the request through the Lalamove Platform up to forty-five (45) minutes before the scheduled collection time; and

   2. less than forty-five (45) minutes before the scheduled collection time, the User must contact Lalamove Customer Support to request cancellation.

8.3 The Parties also acknowledge that:

a. the User generally has a statutory right to cancel this Contract within 14 days of its formation without giving any reason (the "Cooling-Off Period"), which it can do by contacting Lalamove Customer Support via the in-platform chat functionality and the Delivery Partner will be notified of the cancellation;

b. however, where the User has requested that the Shipment Services begin during the Cooling-Off Period (which will typically be the case for immediate delivery requests), the User:

1. 1. expressly consents to and requests that the Shipment Services start during the Cooling-Off Period; and

   2. acknowledges that, once the Shipment Services have been fully performed, the User will lose their Cooling-Off Period; and

c. if the User exercises the right to cancel during the Cooling-Off Period after the Shipment Services have begun but before they are complete, no Cancellation Fee or other charge will be payable by the User solely as a result of that cancellation.

8.4 The Delivery Partner may cancel the Shipment Services and this Contract:

a. if upon inspection of a Shipment, the Delivery Partner determines that it contains Prohibited Items, or that performing the Shipment Services would be unsafe or unlawful;

b. if the User behaves in a way that is not in accordance with the Lalamove Community Guidelines or this Contract.

9. RESPONSIBILITY FOR LOSS AND DAMAGE

9.1 Non-excludable responsibilities. Some things are responsibilities which a Party cannot by law exclude or limit. This includes for death or personal injury which is caused by a Party’s negligence, and for fraud or fraudulent misrepresentation. Nothing in this Contract will exclude or limit responsibility for such things.

9.2 Events outside the Delivery Partner’s control. If the Delivery Partner’s supply of the Shipment Services is delayed by an event outside their control, such as due to natural disasters, severe weather, road closure, fire, building collapse, acts of God, war, civil unrest, outbreak of disease or because of government acts, they will notify the User as soon as possible to let the User know what has happened and what the delay will be (if known). As long as the Delivery Partner does this, the User is not entitled to compensation for the delay. If the delay is likely to be substantial, either the Delivery Partner or the User may contact Lalamove Customer Support via the chat functionality in the Lalamove Platform to cancel the Shipment Services. The User will receive a refund for any Shipment Services paid for in advance but not received.

9.3 User responsibilities. The User is responsible for providing accurate instructions and information to the Delivery Partner. The User may be responsible for additional sums if the User gives incorrect information which leads to the Delivery Partner incurring additional costs (such as parking charges or penalties). The User is responsible for ensuring the Shipment Services they have requested are suitable for the Shipment and they will not receive a refund if the Shipment Services cannot be completed because they have not requested the correct Shipment Services (e.g. vehicle size).

9.4 Additional costs where the User breaches the Contract. The User may also be required to pay additional costs if things not permitted by the Contract which the User does, or does not do, result in additional costs to the Delivery Partner. For example, if the Vehicle is damaged due to the User’s failure to package the Shipment properly, the User may be responsible for reasonable repair costs.

9.5 Non-recoverable losses. Neither Party is responsible to the other for losses the other Party suffers because of a breach of the Contract by the first Party if the loss is:

1. Unexpected. This means it was not obvious that the loss would happen, and nothing said to the other Party beforehand meant the Parties should have expected it to happen (so, in the law, the loss was unforeseeable).

2. Caused by a delaying event outside their control. As long as each Party has taken the steps set out in Section 9.2, neither Party is responsible for delays outside their control.

3. Avoidable. This means something the other Party could have avoided by taking reasonable action, including following reasonable instructions.

10. OPTIONS FOR DISPUTES

10.1 If the User cannot resolve an issue by engaging with the Delivery Partner, the User should contact Lalamove Customer Support (who can be contacted via the in-app chat function or at info.uk@lalamove.eu).

10.2 Lalamove Customer Support will use reasonable endeavours to facilitate resolution of disputes between the User and the Delivery Partner, but the Parties acknowledge that Lalamove is not a party to this Contract and may not be able to resolve all disputes arising under it.

10.3 The Contract is governed by English law and the User may bring claims against the Delivery Partner in the English courts, regardless of where they live. If the User lives in Wales, Scotland or Northern Ireland, the User can also bring claims against the Delivery Partner in the courts of the country the User lives in. The Delivery Partner can claim against the User in the courts of the country the User lives in.

11. OTHER IMPORTANT PROVISIONS

11.1 The Parties expressly agree that nothing in this Contract shall constitute, or be construed as constituting a joint venture, partnership, employment or agency relationship between the User and the Delivery Partner.

11.2 The Delivery Partner will process the User’s personal data as necessary to fulfil the Shipment Services. For more information, the User should contact the Delivery Partner.

11.3 The Contract is between the User and the Delivery Partner only. No one else can enforce it and neither the User nor Delivery Partner will need to ask anybody else to consent to ending or changing it. Neither the User nor the Delivery Partner can transfer the Contract to someone else.

11.4 This Contract (together with the information displayed on the Lalamove Platform at the time of formation) is the whole agreement between the User and the Delivery Partner in respect of the Shipment Services provided under it.

11.5 If any part of the Contract is found by a court to be invalid or unlawful, the rest of it will still apply.

11.6 If a Party delays using any right or remedy it has under the Contract, this does not prevent it from using it later.

Last modified: 8 September 2026

These Community Guidelines (the "Guidelines") have been developed by Lalamove (UK) Technology Limited (Company registration number: 17252045), a company incorporated in the United Kingdom with its registered office at Suite 1, 7th Floor 50 Broadway, London, United Kingdom, SW1H 0DB ("Lalamove") to enable members (as defined below) to have a positive experience when using the Platform.

These Guidelines outline what is expected of every Member when using the Platform, and the aim is to provide a safe and respectful environment for the whole Lalamove community.

1. Applicability of these Guidelines

These Guidelines apply to all persons using the Platform, including all Users (as defined in the User Terms of Use (link)) and Delivery Partners (as defined in the Delivery Partner Terms of Use (link) – who are also responsible for ensuring anyone authorised to provide services on their behalf shall comply) (collectively, "Members" and each a “Member”), referred to in these Guidelines as “you”.

When you sign up to the Platform either as a User or a Delivery Partner, you agree to comply with these Guidelines.

The Guidelines also cover all interactions with Lalamove employees or agents, for example via online support systems or by telephone.

Lalamove encourages all Members to contribute to a safe and pleasant environment for everyone.

2. Changes to these Guidelines

Lalamove may amend these Guidelines from time to time. Every time you wish to use the Platform, please check these Guidelines to ensure you understand the terms that apply at that time.

These Guidelines were most recently updated on 8 September 2026.

3. Violations of these Guidelines

Members are expected to comply with these Guidelines in spirit as well as to the letter.

If Lalamove is made aware of a Member who is acting in breach of these guidelines, Lalamove will investigate the report before taking any action on the account. These investigations are always led by someone from Lalamove’s team, and Members will be notified if Lalamove decides to take any action.

Lalamove will determine, in its discretion, whether any Member behaviour breaches these Guidelines and reserves the right to restrict or terminate Platform access for Members who are in breach of these Guidelines. More detailed information can be found in the Delivery Partner Terms of Use (link) for Delivery Partners and in the User Terms of Use (link) for Users.

4. General Note

For the avoidance of doubt, Delivery Partners operate a business on their own account. The contractual relationship for delivery services is between the User and the Delivery Partner; Lalamove is not a party to that contract.

All Members are free to decide when and whether to use the Platform, which delivery opportunities to offer, accept or decline. Delivery Partners may undertake deliveries for other platforms or businesses simultaneously and are not required to accept any minimum number of deliveries. Equally, Users are free to use other similar platforms or delivery services.

Delivery Partners may appoint a substitute to perform a delivery on their behalf, as provided in the Delivery Partner Terms of Use (link). Members acknowledge that where substitution is arranged, the original Delivery Partner remains responsible for ensuring any substitute complies with these Guidelines.

Lalamove is committed to promoting a positive and respectful community for all Members. Every Member should behave with respect, courtesy and consideration. If you experience or witness conduct that you believe may breach these Guidelines, please report it to Lalamove via the Platform.

Lalamove takes all reports seriously. All reports will be reviewed by a member of the Lalamove team, and the reporting Member will be informed of any action taken where appropriate.

Each Member must not use the Platform or deal with any other Member in any way that:

• Breaches any local, national or international law or regulation.

• Is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.

• Is for the purpose of harming or attempting to harm minors in any way.

• Bullies, offends, intimidates or humiliates any person.

• Involves sending, knowingly receiving, uploading, downloading, sharing, posting, using or re-using any material which does not comply with these Guidelines or Lalamove standards.

• Is threatening, abusive or invades another's privacy, or causes annoyance, inconvenience or needless anxiety.

• Is likely to harass, upset, embarrass, alarm or annoy any other person.

• Impersonates any person or misrepresents your identity or affiliation with any person.

• Shares personal information about a person without permission.

• Advocates, promotes or incites any party to commit, or assist in committing, any unlawful or criminal act.
  

1. Discrimination

Lalamove does not tolerate discrimination, harassment, or victimisation on the basis of any protected characteristic under the Equality Act 2010, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. Creating a safe and welcoming environment for all Members on the Platform is a priority. Although Lalamove regards all bullying and harassment as serious (and a breach of these Guidelines), those who are bullied or harassed related to a “protected characteristic” have special legal protection against discrimination.

The protected characteristics are: age, disability, race (including colour, nationality, ethnic or national origins), religion or belief, sex, sexual orientation, and gender reassignment. Individuals subjected to bullying and harassment related to maternity, pregnancy, marriage or civil partnership have special legal protection too.

Discrimination can manifest itself in different ways and is always prohibited. For example, the following discriminatory behaviours are not permitted:

• Derogatory or discriminatory remarks about individuals or groups in relation to the characteristics mentioned above, regardless of whether the party concerned actually belongs to that group;

• Refusal of services based on the characteristics mentioned; and

• Discrimination in connection with pick-up or delivery locations, for example by deliberately rejecting or cancelling requests or consciously using Platform functions to avoid journeys or delivery orders and to avoid certain neighbourhoods, individuals or groups of individuals.

Lalamove also has a legal duty to take all reasonable steps to prevent sexual harassment of its staff, including harassment by third parties. Sexual harassment, meaning unwanted conduct of a sexual nature which has the purpose or the effect of violating a person’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for that person, is also unlawful. Any sexual harassment towards Lalamove’s staff by Members will not be tolerated.

1. Prohibited or Restricted Items

Members acknowledge and agree that they are responsible for ensuring that all items are listed, collected, carried, or delivered through the Platform comply with all applicable laws, regulations, and regulatory requirements in force in England and Wales (and, where applicable, Scotland and Northern Ireland).

Members must not use the Platform to list, collect, carry, or deliver any item that is:

(a) prohibited by law from being sold, transported, supplied, or possessed; or

(b)subject to conditions or restrictions (including, without limitation, licensing, age-verification, quantity or packaging requirements) unless all such conditions and restrictions have been fully satisfied before and at the point of collection and delivery.

In addition to the above, Members are specifically prohibited from listing or transporting dangerous tools, firearms, other weapons, illegal narcotics, or open alcohol containers under any circumstances. Members acknowledge and agree that Lalamove may from time to time publish, amend, or update a prohibited and restricted items policy (or equivalent policy document) setting out categories of items that may not be transported through the Platform, or that may only be transported subject to specified conditions (the "Items Policy"). The Items Policy shall form part of these Community Guidelines and is incorporated into them by reference. Lalamove will notify Members of the introduction of, or any material change to, the Items Policy by such means as it considers reasonable (which may include notification through the Platform, by email, or by in-app message). Members are bound by any Items Policy as amended from time to time, and continued use of the Platform following such notification constitutes Members’ acceptance of the Items Policy then in force. Members acknowledge and accept that: primary responsibility for ensuring that any item listed, collected, carried, or delivered complies with all applicable legal requirements (and with any Items Policy) rests with Members, and not with Lalamove; Lalamove will not inspect, verify, or approve the contents of any listing, consignment or order, and makes no representation or warranty that any item tendered for delivery through the Platform is lawful to transport; they must refuse to list, collect or deliver any item where they know or reasonably suspect that carriage of that item would breach any applicable law or regulation, or the Items Policy; and failure to comply with this section constitutes a material breach of these Community Guidelines and may result in immediate suspension or termination of Members’ access to the Platform, without prejudice to any other rights or remedies available to Lalamove (including the right to report any suspected criminal activity to the relevant authorities). If Members have reasonable suspicion that the services offered or the contents of a package breach any applicable law or regulation, or the Items Policy, they must immediately notify Lalamove through the in-app communication channel with Lalamove’s customer service team.

2. Providing A Safe Place for Pick-ups and Delivery

All Members should behave appropriately towards other Members and provide a safe place for the collection and delivery of items.

3. Contact After the Shipment Delivery

All Members should ensure they are contactable around the time of scheduled Shipment Services to ensure smooth delivery. The Platform enables contact between Members solely for the purpose of facilitating Shipment Services, for instance if a Delivery Partner is unable to locate a recipient, or the User cannot find their Delivery Partner.

All contact and communication should come to an end after Shipment Services have been completed with successful delivery of the shipment. If there are issues with Shipment Services, such as an item being lost or forgotten, Members can contact Lalamove Customer Support via the Platform for assistance.  For the avoidance of doubt, Members may – at their mutual agreement – enter into direct engagements with each other outside of Shipment Services facilitated via Lalamove as referred to below.

Everyone's safety is important to Lalamove. Members should not share unnecessary personal information or collect personal information via the Platform other than as is required for the Shipment Services.

4. Reporting Incidents Related to Deliveries

If an incident occurs in connection with Shipment Services, e.g. a traffic accident, this can be reported via the “Help” function in the Platform so that Lalamove can provide assistance if needed. In the event of an emergency or immediate danger, Members should immediately contact the local authorities or emergency services.

Lalamove is continuously committed to making the user experience on the Platform as safe as possible. Lalamove believes that every individual can contribute to creating and promoting a safer and more enjoyable user experience. Therefore, Lalamove has established binding requirements, for example with regard to account sharing, the minimum age of account holders and other areas.

An account for using the Platform may only be opened by persons who are at least 18 years old. Members may not request delivery to or for minors and an adult must be present to hand over and receive all deliveries sent using the Platform.

Lalamove values constructive and respectful feedback, as it contributes to the continuous development of these Guidelines and framework conditions on the Platform. Members are therefore encouraged to provide feedback on their experience after completing a delivery. Honest feedback encourages individual responsibility and contributes to the creation of a respectful and safe environment on the Platform. All feedback should comply with these Guidelines, in particular Section II above.

All Members must comply with applicable laws and regulations and the Guidelines at all times. It is expressly prohibited to use the Platform to commit any violations of the law.

In particular, Members must not use the Platform or deal with other Members in any way that involves:

• Terrorism.

• Child sexual exploitation or abuse including grooming and child sexual abuse material.

• Hate offences.

• Harassment, stalking, making threats or abuse.

• Controlling or coercive behaviour.

• Sexual harassment, exploitation, intimate image abuse, extreme pornography or other explicit materials.

• Human trafficking or unlawful immigration.

• Fraud or financial offences.

• Money laundering or proceeds of crime offences.

• Drugs or psychoactive substance offences including drug trafficking.

• Firearms, knives and other weapons offences.

• Encouraging or assisting suicide.

• Foreign interference offences.

• Animal cruelty.

1. Unauthorised activities.

It is imperative that Members always provide accurate and complete information, for example when creating an account and otherwise when using the Platform, when reporting incidents, when objecting to fees or charges, and when requesting refunds or discounts.

Examples of prohibited behaviours include:

• Deliberate misrepresentation of information, in particular the provision of another person's identity, for example during registration or a security check;

• Deliberate conduct of invalid transactions;

• Deliberate misrepresentation of the duration or distance of a delivery;

• Collusive co-operation between Members, including Delivery Partners requesting Users to cancel the delivery for fraudulent reasons and/or acceptance of orders or submission of delivery requests without the intention of actually executing them or having them executed;

• Unlawful assertion of costs, fees and expenses, such as waiting fees or cleaning costs, as well as unlawful disputing of costs, fees and expenses;

• Actions of faking a completed delivery without ever having picked up the delivery item;

• Partial or complete retention and non-release of a delivery item;

• Actions that disrupt or manipulate the operation of the Platform and the GPS system;

• Misuse of offers or promotions or their use contrary to their intended purpose;

• Use of unauthorised applications or means to gain access to the Platform; and

• Falsification of documents, files or data for fraudulent purposes.

2. Off-Platform Activities

To ensure that every experience on the Platform is as secure as possible while complying with legal requirements, Members must not perform or organise any services through the Platform outside the agreed scope of the Shipment Services.

All deliveries and services initially organised via the Platform must be completed via the Platform. All adjustments and changes to deliveries must be made via the Platform.

To ensure safety, Members should not contact other Members using information obtained from the Platform other than through the channels available on the Platform, nor should they arrange to meet or request Shipment Services from another Member whom they have found on the Platform, other than via the Platform.

Delivery Partners are prohibited from accepting or requesting (and Users are prohibited from offering or making) any payments in relation to Shipment Services authorised on the Platform other than via the Platform.

For the avoidance of doubt, this does not prevent Members’ freedom to enter separate contracts outside the scope of the Shipment Services other than via the Platform. However, Members should be aware such contracts will be at their own risk and Lalamove cannot provide support for any off-Platform contracts, services or communications between Members.