Vendor Registration and Compliance Policy

  1. Introduction This Vendor Registration and Compliance Policy (“Policy”) outlines the requirements, obligations, and expectations for food vendors (“Vendors”) who wish to register and operate on food-lala.com (“Platform”). By registering as a Vendor, you agree to comply with the terms and conditions stated herein, as well as any other applicable policies, laws, and regulations in Malaysia.
  2. Vendor Eligibility To register as a Vendor on food-lala, you must:
  • Be a legally registered business or individual permitted to operate a food business in Malaysia.
  • Possess the necessary business licenses, permits, and approvals as required by local authorities.
  • Maintain high standards of hygiene, food safety, and quality in compliance with relevant food regulations.
  • Have access to a consistent supply of food products to ensure order fulfillment.
  1. Registration Process Vendors must complete the online registration process via the food-lala Platform, which includes:
  • Submitting the required business information, including business name, registration number (if applicable), and owner details.
  • Providing valid documents such as business licenses, Halal certification (if applicable), and any other required permits.
  • Agreeing to the food-lala Terms of Service, Privacy Policy, and all other related policies.
  • Undergoing an approval process conducted by food-lala’s compliance team.
  1. Vendor Obligations Upon successful registration, Vendors are required to:
  • Ensure the accuracy of menu items, prices, and descriptions listed on the Platform.
  • Maintain high standards of food preparation, storage, and packaging to prevent contamination or spoilage.
  • Offer timely and efficient service, including prompt preparation and handover of food orders to delivery partners.
  • Adhere to local health and safety regulations, including compliance with government-mandated food safety measures.
  • Accept and fulfill orders placed by customers through the Platform without unjustified cancellations or delays.
  • Cooperate with food-lala’s customer support team to resolve disputes, complaints, or refund requests.
  1. Compliance and Monitoring food-lala reserves the right to monitor Vendor activities and ensure compliance with this Policy. Vendors must:
  • Allow food-lala to conduct periodic quality and compliance checks.
  • Maintain transparency in pricing and not charge customers additional fees outside of the Platform.
  • Avoid misleading or fraudulent practices, including false advertising or misrepresentation of food items.
  • Keep all provided business and contact details up to date.
  1. Vendor Code of Conduct Vendors must uphold the following ethical and professional standards:
  • Treat customers, delivery partners, and food-lala staff with respect and professionalism.
  • Ensure that food is prepared and packaged in a hygienic environment.
  • Refrain from using expired or low-quality ingredients.
  • Avoid engaging in discriminatory, offensive, or harmful behavior.
  1. Payment and Commission Structure
  • Vendors will receive payments based on completed and successfully delivered orders.
  • food-lala will deduct a pre-agreed commission or service fee from each order before processing payments to the Vendor.
  • Payments will be disbursed within the agreed payment cycle, subject to applicable deductions for disputes, refunds, or chargebacks.
  1. Suspension and Termination food-lala reserves the right to suspend or terminate a Vendor’s account in cases of:
  • Continuous non-compliance with food safety and hygiene standards.
  • Frequent order cancellations or customer complaints.
  • Fraudulent, illegal, or unethical business practices.
  • Failure to adhere to the terms of this Policy or other related policies.
  1. Amendments and Updates food-lala may update this Policy from time to time. Vendors will be notified of significant changes, and continued use of the Platform signifies acceptance of the revised Policy.
  2. Contact Information For any inquiries or assistance regarding Vendor registration and compliance, please contact our support team at admin@food-lala.com.

By registering as a Vendor on food-lala, you acknowledge that you have read, understood, and agreed to abide by this Policy.

Food Safety and Hygiene Policy
food-lala (Operated by Hashbox Dynamix LLP)

1. Introduction

At food-lala, we prioritize food safety and hygiene to ensure that all food provided through our platform is safe for consumption. All food vendors (lala-shop) must comply with the food safety standards outlined in this policy, in accordance with Malaysian food safety regulations.

2. Compliance with Food Safety Regulations

All food vendors must adhere to the Food Act 1983, Food Hygiene Regulations 2009, and other relevant Malaysian laws governing food safety. Vendors must also follow the guidelines provided by the Ministry of Health Malaysia (MOH) and local authorities.

3. Food Handling and Preparation Standards

  • All food must be prepared in a clean and sanitary environment.
  • Vendors must ensure that all staff involved in food preparation follow proper hygiene practices, including wearing clean uniforms, gloves, and hair coverings.
  • Food must be cooked and stored at appropriate temperatures to prevent contamination.
  • Proper segregation of raw and cooked foods must be maintained to avoid cross-contamination.
  • All ingredients used must be fresh and within their expiration dates.

4. Storage and Packaging Standards

  • Food must be stored in clean, pest-free environments.
  • Refrigerated items must be kept at or below 5°C, and hot food must be maintained at or above 60°C before delivery.
  • Food packaging must be clean, safe, and appropriate to prevent leaks, spills, and contamination.
  • Vendors must avoid excessive use of single-use plastics and encourage eco-friendly packaging.

5. Personal Hygiene and Health Requirements

  • Vendors must ensure that all food handlers have valid Food Handling Certificates and undergo Typhoid Vaccination as required by Malaysian law.
  • All food handlers must wash their hands regularly and practice good personal hygiene.
  • Any food handler who is unwell or has symptoms of contagious illnesses must not be involved in food preparation.

6. Cleanliness and Sanitation

  • Vendors must ensure that their kitchen or food preparation areas are cleaned regularly and maintained in a hygienic condition.
  • All cooking utensils, surfaces, and storage equipment must be sanitized before and after use.
  • Pest control measures must be implemented to prevent infestations.
  • Proper waste disposal systems must be in place to manage food waste and packaging materials responsibly.

7. Quality Control and Food Freshness

  • Vendors must conduct regular quality checks to ensure that food meets safety and hygiene standards.
  • Stale, expired, or contaminated food must not be sold through the food-lala platform.
  • Vendors must have a system in place to track and manage food inventory effectively.

8. Food Labeling and Allergen Disclosure

  • All packaged food must be labeled clearly with expiration dates and ingredient lists.
  • Vendors must disclose potential allergens (such as nuts, dairy, gluten, shellfish, etc.) in their menu items.
  • Customers must be informed if a dish contains common allergens, and cross-contamination risks must be minimized.

9. Compliance Monitoring and Inspections

  • food-lala reserves the right to conduct random hygiene inspections to ensure compliance with food safety standards.
  • Vendors must cooperate with any inspections or audits requested by food-lala.
  • Failure to comply with this policy may result in penalties, temporary suspension, or permanent removal from the platform.

10. Customer Complaints and Food Safety Incidents

  • Vendors must address customer complaints related to food safety promptly and professionally.
  • If a foodborne illness or contamination incident occurs, vendors must inform food-lala immediately and cooperate with any investigation.
  • Vendors found responsible for repeated food safety violations may be permanently banned from the platform.

11. Continuous Improvement

  • Vendors are encouraged to continuously improve their food safety and hygiene practices.
  • Regular training and workshops may be conducted by food-lala to educate vendors on food safety best practices.

By registering as a vendor on food-lala, you agree to comply with this Food Safety and Hygiene Policy and maintain the highest standards in food handling and preparation.

Effective Date: 25.2.25

Last Updated: 25.2.25

 

 

 

Menu and Pricing Policy

  1. Introduction This Menu and Pricing Policy outlines the guidelines and standards for food vendors (lala-shop) operating on food-lala. It ensures consistency, transparency, and fair business practices while maintaining quality and compliance with food-lala’s platform requirements.
  2. Menu Listing and Accuracy
  • Vendors must provide a complete and accurate menu, including item names, descriptions, and prices.
  • All menu items listed must be available for order during the vendor’s operational hours.
  • Vendors must update their menu promptly if any item becomes unavailable.
  • Ingredients, allergens, and dietary information should be provided where applicable.
  1. Pricing Standards
  • Vendors MUST ensure that the prices listed on food-lala are consistent with their physical store pricing.
  • Any promotional or discounted prices must be clearly specified and honored during the promotional period.
  • Hidden charges, such as additional fees beyond the listed price, are strictly prohibited.
  1. Price Changes 
  • Vendors may update their pricing as needed, but all changes must be approved by food-lala before going live.
  • Price adjustments should reflect market conditions and must not be misleading or exploitative.
  • food-lala reserves the right to review and request modifications if price changes are deemed unreasonable or inconsistent with market trends.
  1. Taxes and Additional Charges
  • All prices should be inclusive of applicable government taxes (e.g., SST, VAT, GST) as per local regulations, where applicable.
  • Any additional charges such as packaging fees must be clearly mentioned in the pricing details.
  • Vendors must comply with all taxation requirements and are responsible for proper reporting and remittance.
  1. Discounts and Promotions
  • Vendors may offer discounts, loyalty programs, or promotional pricing, but they must be communicated and approved by food-lala.
  • food-lala may also conduct platform-wide promotions in which vendors can opt to participate.
  • Promotions must be honored as advertised, and sudden withdrawal or refusal to apply discounts to customers is not allowed.
  1. Menu Compliance and Restrictions
  • Vendors must ensure that all menu items comply with food-lala’s policies, including hygiene, food safety, and legal standards.
  • Prohibited items, such as alcohol (if not licensed), tobacco, or restricted food products, cannot be listed.
  • Misleading descriptions, false claims, or unauthorized branding usage is strictly prohibited.
  1. Image and Content Guidelines
  • Vendors must upload high-quality, accurate images that reflect the actual menu items.
  • Stock images or misleading images that do not represent the food being sold are not allowed.
  • food-lala reserves the right to request changes to images and descriptions if they do not meet platform standards.
  1. Violation and Penalties
  • Vendors who fail to comply with this policy may be subject to warnings, menu restrictions, suspension, or removal from the platform.
  • Consistent complaints from customers regarding price discrepancies or misleading menu descriptions may result in account termination.
  • food-lala reserves the right to take necessary actions to ensure compliance and maintain platform integrity.
  1. Dispute Resolution
  • Vendors can raise any menu or pricing-related disputes with food-lala’s vendor support team.
  • food-lala will review and mediate disputes in good faith to ensure fairness for both vendors and customers.

By listing items on food-lala, vendors agree to adhere to this Menu and Pricing Policy. Continuous compliance ensures a smooth and transparent operation, leading to better customer satisfaction and business growth.

Vendor Agreement

This Vendor Agreement (“Agreement”) is made and entered into by and between Hashbox Dynamix LLP, a company registered under the Companies Commission of Malaysia (SSM), operating the food-lala online food ordering and delivery platform (“food-lala”), and the registered vendor (“Vendor”). This Agreement outlines the terms and conditions under which the Vendor agrees to list and sell food and beverages on food-lala.

1. VENDOR REGISTRATION AND ELIGIBILITY

1.1 The Vendor must be a legally registered business entity or individual with a valid business registration number under the relevant Malaysian authorities. However, registrations are also opened to home-based and cottage businesses that abide by certain guidelines imposed by the relevant local authorities.

1.2 The Vendor must provide valid and up-to-date business documents, including but not limited to business licenses, food handling certificates, and halal certification (if applicable). 

1.3 The Vendor must agree to abide by all food-lala policies, including but not limited to hygiene standards, pricing policies, and customer service requirements.

2. LISTING AND PRODUCT MANAGEMENT

2.1 The Vendor is responsible for maintaining an accurate and up-to-date menu, including item descriptions, prices, and availability. 

2.2 The Vendor agrees to ensure that all food items comply with food safety regulations and are prepared in a hygienic manner. 

2.3 The Vendor is responsible for updating food-lala immediately if menu items are unavailable to prevent customer complaints and disputes.

3. ORDER MANAGEMENT AND FULFILLMENT

3.1 The Vendor must accept and fulfill all customer orders placed through food-lala in a timely manner. 

3.2 The Vendor must ensure that orders are properly packaged to prevent leakage, contamination, or spillage during delivery. 

3.3 The Vendor shall prepare orders accurately based on the order details and avoid sending incorrect or incomplete orders.

4. DELIVERY SERVICE AND RESPONSIBILITY

4.1 The Vendor may use food-lala’s designated delivery partners (lala-runners) or its own delivery service, subject to food-lala’s approval. 

4.2 If using food-lala’s delivery partners, the Vendor shall ensure that the order is ready for pickup at the specified time. 

4.3 If the Vendor chooses to use its own delivery service, the Vendor assumes full responsibility for the delivery, including timeliness and quality assurance.

5. PAYMENT AND COMMISSION STRUCTURE

5.1 The Vendor agrees to food-lala’s commission rates. 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.

5.2 Payments to the Vendor shall be processed on a weekly basis, on Wednesday and Friday from 10.00pm subject to applicable deductions for commissions and service fees. 

5.3 The Vendor must maintain a valid bank account for receiving payments and provide accurate payment details to food-lala.

6. PRICING AND PROMOTIONS

6.1 The Vendor shall set prices that are competitive and aligned with their physical store prices to ensure fairness for customers. 

6.2 The Vendor agrees not to charge additional fees beyond those stated on food-lala unless explicitly authorized. 

6.3 The Vendor may participate in promotional campaigns initiated by food-lala, subject to separate promotional agreements.

7. CUSTOMER SERVICE AND DISPUTE RESOLUTION

7.1 The Vendor shall handle customer inquiries and complaints in a professional and timely manner. 

7.2 If a customer raises a dispute regarding an order, the Vendor must cooperate with food-lala’s customer service team to resolve the matter fairly. 

7.3 Refunds or order replacements due to Vendor errors shall be borne by the Vendor.

8. COMPLIANCE WITH LAWS AND REGULATIONS

8.1 The Vendor shall comply with all applicable laws and regulations related to food safety, business operations, and taxation. 

8.2 The Vendor shall not engage in any fraudulent, misleading, or unethical business practices.

8.3 The Vendor must not list or sell prohibited or illegal items on food-lala.

9. TERMINATION AND SUSPENSION

9.1 food-lala reserves the right to suspend or terminate the Vendor’s account in the event of non-compliance with this Agreement. 

9.2 The Vendor may terminate this Agreement by providing 30 days’ written notice, subject to the resolution of any outstanding obligations. 

9.3 In the event of termination, any pending payments shall be processed according to the existing settlement schedule.

10. CONFIDENTIALITY AND DATA PROTECTION

10.1 The Vendor agrees not to disclose any proprietary or confidential information obtained through food-lala. 

10.2 The Vendor shall comply with all data protection laws and ensure that customer information is handled securely and only used for order fulfillment.

11. AMENDMENTS AND MODIFICATIONS

11.1 food-lala reserves the right to amend this Agreement at any time, with prior notice to the Vendor. 

11.2 Continued use of food-lala’s platform after amendments constitutes acceptance of the revised Agreement.

12. GOVERNING LAW AND JURISDICTION

12.1 This Agreement shall be governed by the laws of Malaysia. 

12.2 Any disputes arising under this Agreement shall be resolved through mediation first, failing which it shall be settled in the courts of Malaysia.

By registering as a Vendor on food-lala, the Vendor acknowledges and agrees to the terms of this Agreement.