• User Compensation Request Form (Singapore)

    Fields marked with an asterisk (*) are mandatory.

  • Dear valued customer, we sincerely apologize for your bad experience with our service. Kindly assist us in filling up the following fields to file for a compensation. 

    In the event that you are a driver seeking compensation, kindly take note that this form is meant for users/corporate clients. Kindly request CS for the Driver Compensation form.

    • Compensation request must be submitted within 48 hours of time of order in order for compensation to be processed. 
    • Terms & Conditions applies

  • Order Issue Prompts (Damaged Items)

     1) Condition of item(s) when handing over to the driver

    • Was the item(s) perishable/fragile?
    • Was the item(s) used or brand new?
    • How was the item(s) packed?
    • What was the condition of the packaging used for the item(s)?

    2) Condition of item(s) when handing over to the recipient

    • How was the item(s) packed?
    • What was the condition of the packaging used for the item(s)?

    Note: In the case of damage to the delivery item, the amount of compensation by Lalamove shall be based on Lalamove's assessment of the extent of the damage to and the actual cash value of the contents of the delivery item provided always that the amount of compensation shall not exceed the compensation limits.

  • Order Issue Prompts (Punctuality):

    1) Order type

    • Was the order placed an immediate or scheduled order?
    • When was the order scheduled for?

    2) Communications once the order was matched

    • Did you reach out to the driver?
    • Did the driver reach out to you?

    3) Driver's punctuality

    • Did the driver inform you that he is delayed?
    • Did the driver inform you that he is unable to carry out your order?
    • If so, when did the driver reach out to you?
    • Do you know whether the driver is carrying out more than 1 order?
    • Did the driver digress from the expected route that was supposed to be taken?

    4) Receiving the items

    • When did the driver arrive?

    Note: A grace period of 10 minutes is applied in the event that a driver is running late for pickup or drop-off after they arrive at the pickup/drop-off location.
    If the driver arrives at the pickup or drop-off location within 30 minutes after the stipulated arrival or delivery time, 50% of the order fee will be returned to you.
    If the driver arrives at the pickup/drop-off location more than 30 minutes after the stipulated arrival or delivery time, 100% of the order fee will be returned to you.

  • Order Issue Prompts (No Show)

    1) Order type

    • Was the order placed an immediate or scheduled order?

    2) Communications once the order was matched

    • Did you reach out to the driver?
    • Did the driver reach out to you?

    3) Driver's absence

    • Did the driver inform you that he is delayed?
    • Did the driver inform you that he is unable to carry out your order?
    • If so, when did the driver reach out to you?

    4) Cancelling the order

    • When did you cancel the immediate or scheduled order?

    Note: Compensation for Driver No Show is $8

  • Order Issue Prompts (Missing Items)

    1) Condition of item(s) when handing over to the driver

    • Was the item(s) perishable/fragile?
    • How was the item(s) packed?
    • How many bags/items were handed over to the driver?
    • Did the driver pick up all of the items that is required from the pick-up location?
    • What was the condition of the packaging used for the item(s)?

    2) Condition of item(s) when handing over to the recipient

    • How many bags/items were handed over to the recipient?
    • What was the condition of the packaging used for the item(s)?

    Note: In the case of the missing delivery item(s), the amount of compensation by Lalamove shall be based on Lalamove's assessment of the value of the missing item(s)  or the actual cash value of the contents of the missing item(s) provided that the amount of compensation shall not exceed the compensation limits.

  • Please ensure you submit the relevant evidence for compensation regarding Damaged / Missing items :

    • Photo evidence of Damaged items 
    • Receipt

  • Please take note that the compensation will not be reviewed should there be no photos of item receipt and damaged item(s) provided.

    Your user wallet will be rewarded with the compensated amount in Lalamove credits if the compensation is successful.

    For withdrawal of credits, please click here

    Terms and conditions apply

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