Privacy Notice (User)

Last updated: December 05, 2025

 

Lalamove (Delaware) Technology LLC (whose registered office address is at: 16192 Coastal Highway, Lewes, Delaware 19958, County of Sussex, along with its affiliates, hereinafter referred to as “Lalamove,” “we,” “us,” or “our”) is committed to protecting personal information of our User (or “you”, as defined in the User Terms of Use and their substitutes), including all users of our website https://www.lalamove.us/en-us and related services.

For the purposes of applicable U.S. state privacy laws (e.g., California Consumer Privacy Act), we act as a "business" and a data controller as defined in applicable US state privacy laws, including, but not limited to, the Colorado Privacy Act, Connecticut Data Privacy Act, Delaware Personal Data Privacy Act, Iowa Consumer Data Protection Act, Maryland Online Data Privacy Act, Minnesota Consumer Data Privacy Act, Montana Consumer Data Privacy Act, Nebraska Data Privacy Act, New Hampshire Data Privacy Act, New Jersey Data Protection Act, Oregon Consumer Privacy Act, Tennessee Information Protection Act, Texas Data Privacy and Security Act, Utah Consumer Privacy Act, Virginia Consumer Data Protection Act, the California Consumer Privacy Act as amended by the California Privacy Rights Act and/or any future state consumer privacy laws as may be applicable to Lalamove from time to time.

We operate web and mobile applications and website to act as a platform (collectively as our “Platforms”) that allow you to connect with independent delivery partners (“Delivery Partners”). Through our Platforms, you can request on-demand delivery and purchasing services, and we help facilitate Delivery Partners —including individuals using various modes of transportation—to provide those services (“Services”) to you. This Privacy Notice explains how we collect, use, store, and protect your personal information when you use our Services, visit our Platforms, or interact with us in any other way. Laws in California and other states of the United States provide users with certain rights regarding their personal information, including the right to access, delete, correct and/or opt-out of the “sale” or “sharing” of their personal information. This Notice also provides information on your rights and how you may exercise your rights under applicable laws and regulations.

 

1. Contact Details

If you have questions or concerns about this Notice or our privacy practices, you can contact us at dpo@lalamove.us or contact us by post at:

16192 Coastal Highway
Lewes, Delaware 19958
County of Sussex
The United States of America 

 

2. What Personal Information We Collect and Why

We obtain personal information (1) directly from you, (2) automatically from your device, (3) via our website and cookies/SDKs, and (4) in limited cases, from third parties or third-party vendors, service providers, contractors, or agents (“Service Providers”) consistent with your choices.

The categories of personal information we collect may include:

• Personal identifiers

• Personal information described in California Customer Records statute

• Commercial information, including products or services purchased, obtained, or considered and other purchasing or consuming histories or tendencies

• Internet or other electronic network activity information

• Geolocation data

• Audio, electronic, visual, thermal, olfactory, or similar information

• Professional or employment-related information

• Inferences drawn from any of the information identified in this subdivision to create a profile about a consumer reflecting the consumer’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes

• Sensitive personal information

To help you understand how these categories apply in practice, we set out below the specific types of personal information we may collect in different interaction scenarios, together with the purposes for which such information is used.

 

2.1. Information you provide us when interacting with our Platforms

 

2.2. Information we obtained automatically from your device 

We collect certain information from you automatically from your device when you are using our Platforms. Details of the information we may collect, process and use are set out in the table below:

 

2.3. Cookies and Similar Trackers 

We use Trackers to collect information when you interact with our Services. Unless such cookies are mandatory for providing necessary services (e.g. hosting/CMS, consent management etc.), the collection of cookies is not mandatory. Performance/analytics cookies and Target Advertising cookies are only placed on your device and they only collect personal information after you consent through our cookie banner. You can adjust your choices and withdraw or change your consent for optional cookies anytime via Cookie Settings. We will stop collecting and processing your personal information after receiving your withdrawal requests. For further details, please see our Cookie Notice.

 

2.4. Information we obtain from third-party

 

2.5. Sensitive Personal Information (“SPIs”)

Among information we collect from you, some information (the information itself or when combined and read together with other information you provide us) may be regarded as SPIs, this may include:

• Precise geolocation data (e.g., GPS coordinates when you place your order)

• The contents of in-app communications between you and Delivery Partners (chat messages) where we are not the intended recipient of the communication, for delivery coordination, customer support, and safety investigations. 

We do not sell or share sensitive personal information in the past twelve months, and we do not use sensitive personal information to infer characteristics or for targeted advertising. We only use or disclose sensitive personal information where reasonably necessary and proportionate.

 

2.6. Information from Minors

Our Platforms are not intended for children, and we do not intentionally collect personal information from individuals under the age of 18 (or any age as required by applicable law) ("Minors"). In the event that we become aware of the collection of personal information from Minors, we will take reasonable measures to promptly delete such information. Should you have knowledge of any personal information we may have collected from Minors, please contact us to facilitate its deletion.

 

2.7. Other uses of your personal information

In addition to the specific use of your personal information as set out in the section above, we may also process and use your personal information for general purposes as set out below:

Compliance, legal obligations and protection

We may utilize your personal information for compliance purposes, in accordance with applicable laws and regulations, and for auditing our internal processes to ensure adherence to contractual requirements and our internal policies. Additionally, your personal information may be used to investigate or address claims, disputes, or legal processes related to the use of our Services, thereby safeguarding our rights, your rights, and the rights, privacy, safety, or property of other users (including initiating and defending legal claims). Furthermore, your personal information may be employed for identifying, investigating, and deterring fraudulent, harmful, unauthorized, unethical, or illegal activities, such as cyberattacks and identity theft. Upon legitimate requests from governmental and/or any competent regulatory authorities associated with your country of residence, we may also use your personal information for such compliance purposes (e.g., responding to subpoenas or information requests).

Fraud Detection, Investigation and Prevention

We may collect your personal information to prevent, detect, and investigate fraudulent accounts, payments, and other abusive or unlawful use of our Platforms, and to apply temporary holds or blocks when needed. The timing of personal information collection includes automated risk checks at sign-up/login, when you go online and when you place orders. Information we may collect and use includes device and security indicators, geolocation and payment risk metadata. Personal information we may collect includes:

• Profile & account data: Name, contact details, identity and/or age-verification data, account usage and login data.

• Device & security signals: Device model/OS, app version, IP address, app-scoped identifiers (e.g., push token), integrity/anti-tampering signals, login patterns.

• Geolocation: Pick-up/drop-off coordinates and GPS coordinates.

• App usage & telemetry: Order-flow events (including the date and time for order acceptance, time of pick-up and drop-off, order completion timestamps), interaction patterns and session metrics.

• Payment/transaction data: Tokenized payment instrument details, authorization/settlement IDs, refund/chargeback metadata, failure/risk codes, order and transaction details, mismatch reports submitted by you (e.g., vehicle plate).

Marketing purpose

With your consent or to the extent that is permitted by applicable law, we and our Service Providers may collect and use your personal information for marketing purposes. Your personal information that we may collect for marketing use may include your identification number in our system, address details, contact details, order and transaction details, campaign data, device ID and cookies and similar technology data. To the extent permitted by applicable law, we may send you direct marketing communications, such as emails, SMS, instant messaging and push notifications. You may opt out of our marketing communications as described in the emails, SMS messages, instant messaging or within the App settings. 

We may also send you promotions details for our Platforms and our Services, tailoring your in-app experience, and showing you targeted ads. We rely on your consent for electronic marketing unless not required by law (e.g., existing customers contacted about similar Services, where permitted). You can change your preferences at any time via unsubscribing links, in-app settings, or by contacting us.

Personalization and Analytics

We may collect certain categories of your personal information—including account and profile data, order and service interaction data, app usage and interaction data, and device and technical data—and analyze this information to derive insights about your preferences and engagement patterns. We use these insights to personalize marketing and advertising for Lalamove and third-party offerings, and to measure and optimize the effectiveness of our marketing campaigns.

For research and development

We utilize personal information for analysis, research, and product development. This endeavor aims to enhance the convenience and user-friendliness of our Services, bolster their safety and security, and facilitate the creation of new services and features. Furthermore, we may also analyze how you interact with our Platforms and our Services using your personal information, thereby to improve performance and reliability of our Platforms, to run product experiments (such as A/B tests), generate aggregated reports on matters such as feature adoption, stability, and supply–demand balance, and, where required, fulfill limited reporting obligations to partners in aggregated and non-identifying form. The personal information involved may include:

• App usage events: Screen flows related to order handling, taps/latency, feature adoption, session length.

• Performance & diagnostics: Crash logs, error codes, load times, network status.

• Device context: Device model, OS/app version, app-scoped identifiers (e.g., push token), integrity/security signals.

• Geolocation data (aggregated/anonymized for coverage): Heatmaps and route density derived only from online/active-order periods.

• Experiment metadata: A/B test group, variant.

3. With Whom We Disclose Your Personal Information

Delivery Partners

When you place an order, we disclose the personal information that is necessary (e.g., name, contact details, pickup/delivery addresses, order details, and where needed status updates) with Delivery Partners so that the delivery service can be carried out, issues can be resolved, and required invoices or proofs can be issued.

Vendors, Consultants, and Other Third-Party Service Providers

We may disclose your personal information with Service Providers who perform services for us or on our behalf to such extent necessary for them to perform their duties. We enter into written agreements with such Service Providers to ensure that your personal information is properly handled and processed in a compliant manner in accordance with applicable laws and regulations, that proper data protection mechanisms are in place to safeguard your personal information, and that there will not be unauthorized use of your personal information.    

• Cloud storage providers – We may need to disclose your personal information with our cloud storage providers for operation support and data hosting purposes. This includes all categories of personal information we collect, as our user data is stored and maintained on secure cloud infrastructure.
  

• Information technology and other technical solutions Service Providers – We may need to disclose your personal information to our technical solutions providers for our Platforms operation maintenance and management, enabling features and services on our Platforms, product development and enhancement, fraud detection, cybersecurity and website analytics, including identifiers and online identifiers, app usage data, device and network information, limited geolocation data, and security signals used for risk detection and system protection.
  

• Payment processors and facilitators – We may disclose your personal information with our payment processors to complete payments, process disputes, and/or process refunds, identifiers, contact information, commercial and transaction data, payment and financial data, and invoicing information required by applicable laws.
  

• Customer support platforms and other communication Service Providers – To provide your requested services and understand your needs, we may need to disclose your personal information with our customer support and/or communication Service Providers to reach you depending on your communication preferences, including through SMS, voice calls and emails, identifiers and contact information, order and delivery information, communications data (content and metadata), user-generated content, and safety or incident-related information.
  

• Identity verification and risk solutions Service Providers – We may disclose your personal information with service providers engaged to verify your identity where needed, authenticate or authorize payments, prevent fraud and account misuse, and detect security or transactional risks, including identifiers, contact information, payment verification information, device and security signals, location or activity patterns, and transaction-level fraud-risk information.
  

• Map, location and tracking Service Providers – To enable certain locational and mapping features on our Platforms, we may need to disclose your personal information with our map, location and tracking Service Provider, including pickup and delivery information, approximate or precise geolocation data, order context, and device/app information needed for navigation and map performance.

Business Transfers

We may disclose or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company. Any such disclosure or transfer will take place under appropriate confidentiality and security safeguards and only to the extent necessary for the relevant transaction.

Affiliates

We may disclose your information with our affiliates, in which case we will require those affiliates to honor this Privacy Notice. Affiliates include our parent company and any subsidiaries, joint venture partners, or other companies that we control or that are under common control with us. The information disclosed may include all categories described in this Notice 

Further recipients (i.e. independent controllers)

Competent authorities, courts, law enforcement authorities (if required by law or to assert legal claims), external legal advisers, auditors and insurers. Such disclosures will only be made where required by applicable law or reasonably necessary to establish, exercise or defend legal claims, conduct audits, or manage insurance and risk, and we will limit the information disclosed to what is strictly necessary for those purposes. For tools that set cookies or Trackers, we only activate them after you give consent via our cookie banner.

 

4. How Long Do We Store Your Personal Information?

Each category of personal information is retained only for the duration reasonably necessary and proportionate to the purposes described in this Notice, or as required by law (e.g., tax, audit, or legal obligations). In the event that a fixed retention period is not feasible, we apply documented criteria for the retention of such information, including but not limited to the nature and sensitivity of the information, legal/audit requirements, security and fraud-prevention needs, and system-design constraints. We also apply technical and organizational measures to implement deletion, de-identification, or aggregation when retention is no longer required.

 

5. Your Rights

Depending on your state of residence, you may have the following rights:

• Right to know whether or not we are processing your personal information.
  

• Right to access your personal information.
  

• Right to correct inaccuracies in your personal information.
  

• Right to request the deletion of your personal information.
  

• Right to obtain a copy of the personal information you previously disclosed with us.
  

• Right to portability of information you provided to us, in a portable and, to the extent technically feasible, readily usable format.
  

• Right to non-discrimination for exercising your rights.
  

• Right to opt out of the sale or sharing of personal information. Under the California Consumer Privacy Act, “sell” means disclosing personal information to a third party in exchange for monetary or other valuable consideration, and “share” means disclosing personal information to a third party for cross-context behavioral advertising. We do not sell personal information in the past twelve months. We may share online identifiers for cross-context behavioral advertising only if you enable Targeting Trackers.
  

• Right to limit the use/disclosure of Sensitive Personal Information. We use sensitive personal information only for necessary and proportionate purposes and do not use it to infer characteristics or for targeted advertising; therefore, this right may not apply.

6. How to exercise your rights

Sending Us Your Requests

To exercise these rights, you can contact us directly by emailing dpo@lalamove.us, or by sending us your requests through the contact details as set out in the section headed “Contact Details”.

Authorized Agent

Under certain U.S. state data protection laws, you can designate an authorized agent to make a request on your behalf. We may deny a request from an authorized agent that does not submit proof that they have been validly authorized to act on your behalf in accordance with applicable laws.

Request Verification

Upon receipt of your request, we will need to verify your identity to confirm that you are the person whom we maintain information in our systems. We will only use personal information provided in your request to verify your identity or authority to make the request. If we cannot verify your identity from the information already maintained by us, we may request you to provide additional information exclusively for the purposes of identity verification and for the prevention of security breaches or fraudulent activities.    

Appeals

Under applicable U.S. state data protection laws, if we deny your request, you may appeal our decision by emailing us at dpo@lalamove.us. We will inform you in writing of any action taken or not taken in response to the appeal and provide a written explanation of the reasons for the decisions. 

Account Deletion

You can delete your account via the following path: Settings > [Click on Your Avatar] > Delete Account. Once you submit the deletion request, we will erase your personal information from our system within the period required under applicable laws. For information stored with our Service Provider, your personal information will be erased within the period required under applicable laws.

Data retention after receiving your request to delete your account

Upon receiving a verified request to delete your account, subject to applicable retention requirements mandated by any applicable laws and regulations, we will either delete or anonymize such account information within the period required under applicable laws. Once you initiate a deletion request, we will provide you with a status update from time to time and will notify you if your request is processed. Under certain circumstances, we may not be able to process your deletion request, for example if there is an issue with your account related to trust, safety, fraud or deletion of your account is prohibited by law. For further details, please refer to our Community Guidelines.

Once we process and complete your request to delete your account, your entire account together with the data provided through such account will be deleted in its entirety, save and except for such data we are required to retain as mandated by law. After processing and completing a deletion request, it is also impossible to undo the relevant deletion.

In the event that you would like to correct and/or delete certain information you provided us before, instead of deleting your account, please send your data correction and/or deletion request to us by emailing dpo@lalamove.us, or contact us through the contact details as set out in the section headed “Contact Details” of this Notice.

Opt-out of Telemarketing Communications

We are committed to complying with the Telephone Consumer Protection Act (“TCPA”) and ensuring that your rights are respected regarding telemarketing communications. The TCPA restricts certain unsolicited marketing communications via phone calls, text messages, and fax transmissions. You may opt out of our marketing communications as described in the emails, SMS messages, or within the App settings. 

Controls For Do-Not-Track Features

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track (“DNT”) feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage, no uniform technology standard for recognizing and implementing DNT signals has been finalized. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this Privacy Notice.

California law requires us to let you know how we respond to web browser DNT signals. Because there currently is not an industry or legal standard for recognizing or honoring DNT signals, we do not respond to them at this time.

 

7. Special Notice for California Residents

Your California Privacy Choices

For California residents, if you enable Targeting Trackers in “Your Privacy Choices”, we and our business partners may process online identifiers and network activity for cross-context behavioral advertising (a “share” under California law).

You can change your choices anytime via “Your Privacy Choices”, under “Sale or Sharing of Personal Information & Target Advertising”.

For the avoidance of doubt, we do not use sensitive personal information for targeted advertising or to infer characteristics.

California “Shine the Light” Law

California Civil Code Section 1798.83, also known as the "Shine the Light" law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we disclosed personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us by using the contact details provided in the section headed "Contact Details".

 

8. International Transfer of Personal Information

Your personal information is stored in the state of Ohio, USA. As a global platform, we may need to engage service provider(s) located outside the United States and disclose your personal information with them to fulfil your requested services and/or optimize our Services. These locations may have privacy laws that are different from those in your state or country. We will ensure that all transfers of your personal information comply with applicable legal requirements and where required, we will use appropriate safeguards for cross-border transfers (e.g., contractual commitments with Service Providers) and take steps to protect your information consistent with this Notice.

 

9. Changes to This Notice

We may update this notice from time to time. We will post the updated version with a new “Last updated” date and, where appropriate, notify you of material changes where required by law. We encourage you to periodically review this notice.