Privacy Policy
Last Updated: 25.2.25

Welcome to food-lala.com (“Website”), operated by Hashbox Dynamix LLP (“Company,” “we,” “us,” or “our”), a company registered under the Companies Commission of Malaysia (SSM). We value your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Website and services.

1. Information We Collect

We collect different types of information to provide and improve our services:

1.1 Personal Information

When you register or use our services, we may collect personal data such as:

  • Full name
  • Email address
  • Phone number
  • Delivery address
  • Payment details (processed securely through third-party payment providers)
  • Any other details required for account registration and verification

1.2 Non-Personal Information

We may collect non-personal data, including but not limited to:

  • Browser type and version
  • IP address
  • Device information
  • Website usage statistics (via cookies and analytics tools)

1.3 Cookies and Tracking Technologies

We use cookies and similar technologies to enhance user experience, track website performance, and analyze visitor behavior. You can modify your browser settings to manage cookie preferences.

2. How We Use Your Information

We use the collected data for the following purposes:

  • To provide, manage, and improve our services
  • To facilitate food ordering, vendor management, and delivery services
  • To communicate with users regarding orders, promotions, or updates
  • To process payments and prevent fraudulent activities
  • To comply with legal and regulatory obligations
  • To personalize user experiences and offer relevant promotions

3. How We Share Your Information

We do not sell or rent your personal data. However, we may share your information with:

  • Service providers (such as payment gateways, delivery partners, and IT support) to facilitate service delivery
  • Regulatory authorities if required by law, legal proceedings, or law enforcement requests
  • Business partners in case of a merger, acquisition, or business restructuring

4. Data Security

We implement strict security measures to protect your personal data from unauthorized access, loss, misuse, or alteration. However, no method of transmission over the Internet is 100% secure. While we strive to use commercially acceptable means to protect your information, we cannot guarantee absolute security.

5. Your Rights and Choices

You have the right to:

  • Access, update, or correct your personal information
  • Request deletion of your account and data, subject to regulatory and business requirements
  • Opt-out of marketing communications by unsubscribing from emails or contacting us

6. Data Retention

We retain your personal data for as long as necessary to fulfill the purposes outlined in this policy, comply with legal obligations, resolve disputes, and enforce our agreements.

7. Third-Party Links

Our Website may contain links to third-party websites. We are not responsible for the privacy practices of such external sites. We encourage users to review the privacy policies of those websites before providing any personal data.

8. Updates to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of our services after such modifications constitutes your acknowledgment and acceptance of the revised policy.

9. Contact Us

If you have any questions regarding this Privacy Policy, you may contact us at:

Hashbox Dynamix LLP
Lot 177, 3rd Floor, Sec 12, KTLD, Jalan Hj. Taha, 

93400, Kuching

Sarawak
Email: admin@food-lala.com
Phone/WhatsApp: 0109607070

By using our Website and services, you agree to the terms outlined in this Privacy Policy.


Community Guidelines Policy

food-lala is committed to fostering a positive, respectful, and safe community for all users, including customers, food vendors, delivery partners (lala-runners), and support teams. These Community Guidelines outline the standards of behavior expected from all members of our platform to ensure a smooth and enjoyable experience for everyone.

1. Respect and Professionalism

  • All users must treat each other with respect, courtesy, and professionalism.
  • Discriminatory, abusive, threatening, or inappropriate language and behavior will not be tolerated.
  • Harassment, hate speech, or any form of violence (verbal or physical) is strictly prohibited.

2. Honesty and Integrity

  • Providing false information, misleading reviews, or fraudulent transactions will lead to account suspension or termination.
  • Vendors must ensure that their menu items, prices, and availability are accurately updated.
  • Delivery partners must uphold transparency in order tracking, ensure timely deliveries, and avoid unethical practices such as misreporting orders.

3. Food Safety and Quality

  • Vendors must adhere to strict food hygiene and safety standards as per Malaysian regulations.
  • Expired, contaminated, or substandard food items are not allowed to be sold on food-lala.
  • Customers must report any food safety concerns immediately.

4. Fair and Transparent Transactions

  • All payments and orders must be processed through the food-lala platform.
  • Vendors and customers must not engage in off-platform transactions or direct dealings outside of food-lala.
  • Chargebacks, payment fraud, or disputes raised in bad faith will not be entertained.

5. Delivery Partner (lala-runner) Conduct

  • lala-runners must follow all traffic rules, prioritize safety, and ensure proper handling of food orders.
  • Any misconduct, including tampering with food, inappropriate interactions with customers or vendors, or delaying deliveries intentionally, will result in disciplinary action.
  • lala-runners must maintain hygiene and present themselves in a professional manner when making deliveries.

6. Order Cancellations and Refunds

  • Customers must follow the Cancellation and Refund Policy outlined by food-lala.
  • Frequent order cancellations without valid reasons may lead to restrictions on account usage.
  • Vendors and lala-runners must ensure that orders are accurately fulfilled to avoid unnecessary cancellations.

7. Feedback and Dispute Resolution

  • Users are encouraged to leave honest and constructive feedback.
  • Any disputes between customers, vendors, or lala-runners should be reported to food-lala support for resolution.
  • Abusive or false complaints aimed at damaging a party’s reputation will not be tolerated.

8. Compliance with Laws and Regulations

  • All users must comply with applicable Malaysian laws, including food safety regulations, tax laws, and e-commerce guidelines.
  • Vendors must possess the necessary business permits and health certifications required by local authorities.
  • Delivery partners must have valid driving licenses and insurance for their vehicles.

9. Platform Abuse and Misuse

  • Spamming, hacking, or attempting to manipulate the platform’s algorithms is strictly prohibited.
  • Users must not create multiple accounts to exploit promotions, commission structures, or referral programs.
  • Any actions that undermine the integrity of food-lala’s ecosystem will lead to immediate suspension or legal action if necessary.

10. Community Engagement and Support

  • Users are encouraged to promote a supportive and inclusive environment within the food-lala community.
  • Vendors and delivery partners should actively participate in platform-wide promotions and initiatives to enhance customer satisfaction.
  • Customers, vendors, and lala-runners should report any violations of these guidelines through the designated support channels.

Enforcement of Guidelines

Violation of these Community Guidelines may result in warnings, temporary suspension, or permanent removal from the platform, depending on the severity of the offense. food-lala reserves the right to take necessary actions to protect the integrity of the community.

By using food-lala, all users agree to abide by these Community Guidelines to ensure a fair, enjoyable, and professional experience for everyone.

Delivery Policy for food-lala

  1. Introduction This Delivery Policy outlines the terms and conditions governing the delivery services provided by food-lala, a food ordering and delivery platform operated by Hashbox Dynamix LLP, a company registered under the Companies Commission of Malaysia (SSM). By using food-lala’s platform, users agree to comply with this policy.
  2. Delivery Service Coverage food-lala operates within designated service areas across Malaysia. Customers must verify whether their location is within the delivery coverage before placing an order.
  3. Delivery Time and Service Standard
  • Estimated delivery time is provided upon order confirmation and varies based on vendor preparation time, distance, and traffic conditions. The Standard Delivery Time is 30 minutes for normal hours after food is prepared and Ready Over For Delivery. For Peak Hours the Standard Delivery Time is 60 minutes.
  • While food-lala strives to meet estimated delivery times, delays may occur due to unforeseen circumstances such as weather conditions, traffic congestion, or vendor preparation delays.
  • Customers have the options to accept the delivery beyond the Standard Delivery Time or otherwise. Rejecting the order due to the delay, is deemed as cancellation of order and customers will be entitled for a refund. Upon accepting the order, the order is deemed complete.
  • However, customers will be notified via the food-lala platform if there is a significant delay due to unforeseen circumstances.
  1. Delivery Fees
  • Delivery fees are determined based on distance and may vary depending on promotions or special offers.
  • Fees are clearly stated at checkout before order confirmation.
  1. Delivery Process
  • Upon placing an order, customers receive a confirmation notification via the platform.
  • Orders are assigned to lala-runners (delivery partners), who pick up the food from lala-shops (food vendors) and deliver it to the customer.
  • Customers must be available to receive their order at the designated delivery address.
  • Customers are required to furnish a Delivery Verification Code (4 digits) for lala-runner to complete the order.
  1. Failed Deliveries
  • If a customer is unresponsive or unavailable at the delivery location, the lala-runner will attempt to contact them.
  • If the customer is still unreachable after 15 minutes, the order will be considered a failed delivery, and no refund will be issued.
  • Customers are responsible for ensuring that the provided address and contact details are accurate.
  1. Order Accuracy and Quality Assurance
  • food-lala facilitates food orders but is not responsible for food quality or preparation.
  • Customers should inspect their order upon receipt. If an item is missing or incorrect, they must report it via the app or customer service within 30 minutes of delivery.
  • food-lala or its partners will assist in resolving disputes between customers and vendors but does not guarantee a refund or replacement.
  1. Special Delivery Requests
  • Customers may include special delivery instructions when placing an order, but fulfillment is subject to feasibility.
  • lala-runners will attempt to comply with special requests but are not obligated to do so.
  1. Extreme Weather and Force Majeure
  • In the event of extreme weather conditions, natural disasters, or other force majeure situations, food-lala reserves the right to delay or cancel deliveries for safety reasons.
  • Customers will be notified and may receive a refund or reschedule their order accordingly.
  1. Liability Limitation
  • food-lala is a platform connecting customers, food vendors, and delivery partners. It is not liable for damages arising from delays, missed deliveries, or dissatisfaction with food quality.
  • Any disputes regarding food quality must be directed to the respective vendor.
  1. Amendments to the Policy
  • food-lala reserves the right to update or modify this Delivery Policy at any time without prior notice.
  • Continued use of the platform constitutes acceptance of the revised terms.

For further inquiries or support, please contact food-lala customer service through the platform’s support center.

Terms of Service
Effective Date: 25.2.25
Last Updated: 25.2.25

Welcome to food-lala.com, a food ordering and delivery platform operated by Hashbox Dynamix LLP, a company registered under SSM Malaysia. By accessing or using our services, you agree to comply with and be bound by these Terms of Service. Please read them carefully.

1. Acceptance of Terms

By accessing or using food-lala.com, you agree to abide by these Terms of Service and our Privacy Policy. If you do not agree with any part of these terms, you should discontinue the use of our services immediately.

2. Definitions

  • Platform: Refers to food-lala.com and its related applications and services.
  • Customers: Individuals using the platform to place food orders.
  • Food Vendors (lala-shop): Registered merchants selling food items through the platform.
  • Delivery Partners (lala-runners): Individuals providing delivery services through the platform.
  • lala-troopers, lala-captains, lala-marshals: Various roles supporting platform operations.

3. Eligibility

To use our services, you must:

  • Be at least 18 years old or have parental/guardian consent.
  • Provide accurate and up-to-date information.
  • Not be restricted by any applicable laws from using our services.

4. Account Registration

  • Users must create an account to access services.
  • You are responsible for maintaining the confidentiality of your account credentials.
  • Any unauthorized access must be reported immediately.

5. Use of Services

  • Customers agree to place genuine orders and pay for services rendered.
  • Food Vendors must ensure that food quality and hygiene standards comply with applicable regulations.
  • Delivery Partners must ensure timely and safe delivery of food orders.
  • Prohibited Conduct: Users shall not engage in fraudulent activities, abuse the platform, or violate any laws.

6. Orders and Payments

  • All orders are final once confirmed, and payments are processed securely via the platform.
  • Food-lala does not provide refunds except in cases where vendors fail to fulfill orders.
  • Delivery charges may vary based on location and order size.

7. Cancellations and Refunds

  • Cancellation policies depend on the vendor and will be communicated at the time of ordering.
  • Refunds (if applicable) will be processed according to our Refund Policy.

8. User Responsibilities

  • Maintain courteous interactions with all users on the platform.
  • Follow all food safety and delivery guidelines.
  • Report any disputes, misconduct, or issues through the designated support channels.

9. Limitation of Liability

  • Food-lala does not guarantee uninterrupted service and shall not be liable for delays due to unforeseen circumstances.
  • We do not assume responsibility for the quality of food provided by vendors or delivery issues caused by third parties.

10. Intellectual Property

  • All platform content, including logos, trademarks, and software, remains the property of Hashbox Dynamix LLP.
  • Users may not reproduce, distribute, or modify any platform materials without permission.

11. Termination and Suspension

  • We reserve the right to suspend or terminate any user account that violates these Terms of Service.
  • Users may deactivate their accounts at any time by contacting customer support.

12. Amendments to Terms

  • Food-lala reserves the right to modify these terms at any time. Changes will be communicated via the platform.
  • Continued use of the services after changes indicates acceptance of the updated terms.

13. Governing Law

  • These Terms of Service are governed by the laws of Malaysia.
  • Any disputes shall be resolved through arbitration or courts in Malaysia.

14. Contact Information

For any questions regarding these Terms of Service, you may contact us at:

Hashbox Dynamix LLP
Lot 177, 3rd Floor, Sec 12, KTLD, Jalan Hj. Taha, 

93400, Kuching

Sarawak
Email: admin@food-lala.com
Phone/WhatsApp: 0109607070

 

 

User Account and Security Policy

  1. Introduction

1.1 This User Account and Security Policy outlines the terms and conditions for creating, maintaining, and securing user accounts on the food-lala platform. By registering an account with food-lala, you agree to abide by this policy to ensure a safe and reliable experience for all users.

  1. Account Registration

2.1 To use the food-lala platform, users must register an account by providing accurate and complete information, including name, contact details, and payment information where applicable. 

2.2 Users must ensure that the information provided during registration remains up-to-date. Any changes must be updated promptly within the user account settings. 

2.3 food-lala reserves the right to verify the identity of users to prevent fraudulent activities.

  1. Account Security

3.1 Users are responsible for maintaining the confidentiality of their account credentials, including username and password. 

3.2 Users must not share their account details with any third party. Unauthorized access to an account should be reported immediately to food-lala customer support. 

3.3 food-lala will never request users to disclose their password or sensitive account information via email, phone, or any other communication channel.

  1. Unauthorized Access and Fraud Prevention

4.1 Any unauthorized use of a user account may result in temporary or permanent suspension of the account. 

4.2 food-lala reserves the right to investigate and take action against any suspicious or fraudulent activity, including account deactivation, legal action, or reporting to authorities if necessary. 

4.3 Users should enable multi-factor authentication (if available) for added security.

  1. Account Usage and Responsibilities

5.1 Users must ensure their account is used only for lawful and intended purposes on the food-lala platform. 

5.2 Users are prohibited from engaging in activities that may disrupt the food-lala platform, including hacking, misrepresentation, or abuse of services. 

5.3 food-lala reserves the right to suspend or terminate accounts involved in misuse, misconduct, or policy violations.

  1. Account Termination and Deactivation

6.1 Users may deactivate or delete their accounts by submitting a request through the food-lala support team. 

6.2 food-lala reserves the right to suspend or terminate an account if a user violates the platform’s policies, engages in fraudulent activities, or provides false information. 

6.3 If an account is terminated due to policy violations, the user may be permanently restricted from creating a new account.

  1. Data Protection and Privacy

7.1 food-lala is committed to protecting user data as outlined in the Privacy Policy. 

7.2 Personal information provided during account registration and transactions will be handled securely and will not be shared with unauthorized parties. 

7.3 Users have the right to request access, modification, or deletion of their personal data in accordance with applicable data protection laws.

  1. Policy Updates

8.1 food-lala reserves the right to update this User Account and Security Policy at any time. Users will be notified of significant changes via email or platform notifications. 

8.2 Continued use of the food-lala platform after policy updates constitutes acceptance of the revised policy.

For any inquiries or assistance regarding your account, please contact food-lala customer support.

 Service Fee and Commission Policy

Effective Date: 25.2.25

Last Updated: 25.2.25

This Service Fee and Commission Policy (“Policy”) outlines the charges, commissions, and fees applicable to Vendors, Delivery Partners (lala-runners), and Customers using food-lala, an online food ordering and delivery platform operated by Hashbox Dynamix LLP, a company registered under SSM in Malaysia.

1. General Terms

1.1 This Policy applies to all food-lala users, including Food Vendors, Delivery Partners, and Customers. 

1.2 By using the food-lala platform, all parties agree to the service fees, commissions, and applicable charges set forth in this Policy. 

1.3 food-lala reserves the right to amend this Policy at any time, with or without prior notice.

2. Vendor Commission and Fees

2.1 Commission Rate

  • food-lala does not charge any commission or fees to its food vendors. However, a  commission rate that represents a mark-up rate will be subject to each successful transaction through the food-lala platform. The standard commission rate is up to 30% of the total order value (excluding taxes and delivery charges). Specific commission rates may vary based on agreements with vendors.

2.2 Listing Fee

  • Vendors are not required to pay any listing fee to be on the platform. However, additional promotional services may incur charges. The vendors are MANDATORY to provide the price of items based on the prices stated at their premise. They are NOT required to adjust, alter or amend their stated prices.

2.3 Marketing and Promotional Fees

  • Vendors opting for extra promotional services such as featured listings, discount campaigns, or social media promotions will be charged separately as per the agreed terms.

2.4 Payment Processing Fee

  • A payment processing fee may apply to cover online transaction costs of up to 30% per transaction, including 3rd Party Payment Gateway Transaction Rate (RM1 or 1.5% for FPX online banking).

3. Delivery Partner (lala-runner) Fees and Commissions

3.1 Commission and Payout

  • lala-runners earn a delivery fee for each order fulfilled. The standard fee is determined based on distance at the rate based on each zone as per The Schedule of Rates for lala-runners. (Supplementary to the Delivery Partner Agreement upon signing up)
  • A platform service fee of up to 20% may be deducted from the total earnings of lala-runners.

3.2 Bonus and Incentives

  • lala-runners may receive additional incentives for high-performance metrics, completing a specific number of deliveries within a timeframe, or participating in promotional activities.

3.3 Cash-on-Delivery (COD) Handling Fee

  • lala-runners are NOT allowed to collect payments on behalf of vendors via COD. Should any amount be collected via COD, lala-runners may risk being terminated from carrying out further services for food-lala. 
  1. Customer Service Fees

4.1 Platform Service Fee

  • Customers may be charged a nominal service fee of up to 30% per transaction to support the platform’s operational costs including 3rd Party Payment Gateway Transaction Rate (RM1 or 1.5% for FPX online banking). 

4.2 Delivery Fee

  • Customers are charged a delivery fee that is calculated based on distance. The fee will be displayed at checkout before confirming the order.

4.3 Cancellation Fees

  • If an order is canceled after confirmation, cancellation fees may apply based on the Refund and Cancellation Policy.

5. Payment Disbursement and Settlements

5.1 Vendor Payout Schedule

  • Vendor earnings (after commission deductions) will be disbursed on a weekly basis on Wednesday and Friday beginning 10.00pm as per the agreed terms.
  • Any other benefits or earnings will be disbursed on a monthly basis on the 1st week of every month.
  • Payments will be transferred via bank transfer or other agreed payment methods.

5.2 Delivery Partner Payout Schedule

  • lala-runner earnings are processed on a weekly basis on Friday beginning 10.00pm, with payments made via bank transfer or e-wallet.

5.3 Deductions and Adjustments

  • Any refunds, penalties, or deductions will be adjusted in the payout cycle as per applicable policies.

6. Taxes and Compliance

6.1 All service fees, commissions, and payouts are subject to prevailing tax laws in Malaysia. 6.2 Vendors and Delivery Partners are responsible for their tax compliance and any applicable statutory deductions.

7. Policy Amendments

7.1 food-lala reserves the right to modify this Policy at any time. 

7.2 Any updates will be communicated via email or platform notifications.

For any inquiries regarding this Policy, please contact food-lala support at admin@food-lala.com/0109607070].

Refund and Cancellation Policy

Effective Date: 25.2.25

This Refund and Cancellation Policy applies to all transactions conducted through food-lala.com, a platform operated by Hashbox Dynamix LLP, a company registered under SSM in Malaysia. By using food-lala, you agree to this policy.

1. Order Cancellation Policy

1.1 Cancellation by Customers

  • Customers may cancel their orders within 5 minutes of placing an order, provided the vendor has not started preparation.
  • If cancellation is requested after food preparation has begun, the order cannot be canceled, and no refund will be issued.
  • To request a cancellation, customers must contact food-lala customer support or use the cancellation option in the app.

1.2 Cancellation by Vendors

  • Vendors may cancel orders if the item is unavailable or due to unforeseen circumstances.
  • In such cases, customers will receive a full refund in the form of food-lala credits or the original payment method.

1.3 Cancellation by food-lala

  • food-lala reserves the right to cancel orders due to technical errors, suspected fraud, or policy violations.
  • If an order is canceled by food-lala, customers will receive a full refund.

2. Refund Policy

2.1 Eligibility for Refunds

A refund may be issued under the following conditions:

  • Order not received: If an order was not delivered due to vendor or delivery partner issues.
  • Incorrect order: If the delivered order significantly differs from what was ordered.
  • Food quality issues: If the food is expired, spoiled, or contaminated (with valid proof provided within 1 hour of delivery).
  • Technical errors: If a duplicate payment was made due to a system error.

2.2 Refund Process

  • Refund requests must be submitted via the food-lala app or customer support within 1 hour of order delivery.
  • Customers may be required to provide photo or video evidence to support their refund request.
  • Refunds will be processed as follows:
    • Refunds will be credited to the customer’s food-lala wallet within 24 hours.
    • If the customer prefers a bank refund, it may take 5-7 business days to reflect in their account.

2.3 Non-Refundable Cases

Refunds will not be issued in the following cases:

  • Change of mind after order preparation has begun.
  • Minor variations in food presentation, taste, or portion size.
  • Delays caused by traffic, weather, or unforeseen circumstances beyond food-lala’s control.
  • Failure to collect the order upon delivery.

3. Dispute Resolution

  • If a customer is unsatisfied with the resolution of their refund or cancellation request, they may escalate the issue by contacting food-lala customer support at  admin@food-lala.com or WhatsApp at 0109607070.
  • food-lala will conduct an internal investigation and make a final decision.

4. Changes to the Policy

food-lala reserves the right to modify this Refund and Cancellation Policy at any time. Any updates will be posted on the food-lala website and app. Continued use of the platform after changes are posted constitutes acceptance of the revised policy.

For inquiries, please contact food-lala customer support at admin@food-lala.com or WhatsApp at 0109607070.