Cancellation service N°1 in Australia
Contract number:
To the attention of:
Cancellation Department – Lalamove
3169 VIC
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Lalamove service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
13/01/2026
How to Cancel Lalamove: Step-by-Step
What is Lalamove
Lalamove is an on-demand logistics platform that connects customers with driver partners for same-day, scheduled and long-haul deliveries using a range of vehicle types from motorcycles to trucks. The service targets both individual consumers and businesses, offering transactional pay-as-you-go deliveries and business-facing programmes that may include subscription features or premium business offerings.
The platform operates through mobile apps and partner integrations and commonly uses dynamic pricing elements such as distance, vehicle type, waiting time and surcharges. Lalamove’s published terms refer to a Business Premium model and recurring billing for certain business features.
Customer experience with cancellation
What users report
User feedback from app-store reviews and public forums shows a mix of favourable and negative experiences. Positive reports highlight speed and affordability for simple runs. Critical reports often focus on execution failures (driver cancellations, misdelivery, extra charges requested by drivers) and frustration with refund outcomes when service expectations are not met. Some reviewers report difficulty obtaining refunds for unsuccessful bookings.
Recurring issues and practical takeaways
From the public feedback sample, two patterns emerge: (1) disputes commonly relate to service performance rather than formal subscription termination; (2) where recurring billing exists, users expect clarity on proration and refund eligibility. Real-user comments emphasise keeping transaction evidence and screenshots that show booking state and receipts. These user-sourced tips align with general dispute best practice for digital platforms.
How cancellations and billing typically work for Lalamove
Framework: Lalamove offers transactional deliveries and separate business-level services that may be billed on a recurring basis. Businesses that subscribe to premium programmes can expect automatic renewals and billing linked to the payment method authorised for the account or the channel used at purchase. The vendor’s terms state subscription fees may be non-refundable and pricing may change with notice.
Billing cycles and renewals: Where a recurring plan is in place, billing is usually set to a defined cycle (monthly/annual) and renews automatically unless the contractual cancellation takes effect before the next cycle. Expect the service to remain accessible for the paid period even after a cancellation request takes effect, subject to the contract.
Proration and refunds: Lalamove’s published terms for business subscriptions note that subscription fees can be non-refundable and that the firm may not provide pro rata refunds for unused portions of a billing period. Consequently, review the terms that applied at the time of purchase to see whether proration is permitted or whether the supplier treats fees as non-refundable.
App-store purchases and direct billing: When a purchase is processed through an app-store ecosystem, the relevant store’s billing and refund rules generally govern renewals and refund availability. When billed directly, the provider’s terms control charges and any internal refund policy, subject to statutory consumer protections. Distinguishing the billing channel is critical because it determines the primary refund authority.
Legal rights and consumer protection relevant to Lalamove
Australian consumer law provides statutory guarantees that apply to goods and services, including digital services and subscriptions. If a service is not provided with due care and skill, or if a major failure occurs, consumers may be entitled to remedies such as a refund for the unused portion. These statutory rights sit alongside, and override to the extent necessary, any contractual term that attempts to exclude them.
Cooling-off periods: There is no universal automatic cooling-off right for all digital subscriptions. Certain unsolicited consumer agreements attract a statutory cooling-off period, but many app-based or explicitly consented digital services become non-refundable once access is provided. Always check the applicable terms and consider whether the purchase circumstances trigger a specific statutory cooling-off scheme.
Documentation checklist
- Booking receipt: preserve the original booking reference and fee receipt.
- Payment records: store bank/card statements or app-store transaction records showing amounts and dates.
- Service evidence: save photos, timestamps and delivery status screenshots that demonstrate non-performance or late delivery.
- Terms snapshot: retain a copy or screenshot of the supplier’s terms and fee schedule that applied at purchase.
- Communication log: keep a neutral log of any case or reference numbers provided by the supplier and the dates you raised concerns.
Common pitfalls and mistakes to avoid
- 1. Assuming all subscriptions are refundable - check the exact plan terms for non-refundable language.
- 2. Failing to identify the billing channel - app-store vs direct billing alters who processes refunds.
- 3. Not preserving time-stamped evidence of service failure - this weakens a later claim under statutory guarantees.
- 4. Relying on generic “no refunds” statements without checking consumer guarantees that may apply.
Tables: subscription and billing comparison
| Plan or billing type | Common features | Price (A$) | Refund / proration note |
|---|---|---|---|
| Pay-as-you-go (single deliveries) | Transactional, per-job pricing, dynamic surcharges | Varies | Fees for completed jobs are typically non-refundable unless service failure; disputes addressed case-by-case. |
| Business premium / subscription | Recurring access to business features, priority dispatch or credits (subject to terms) | Varies | Provider terms often state subscription fees are non-refundable; check contract for proration. |
| App-store managed purchases | Billed via app-store account, subject to store policies | Varies | Refunds and cancellations are influenced by store policy as well as statutory rights. |
Tables: dispute and resolution summary
| Issue | Practical implication | Typical recourse |
|---|---|---|
| Service not delivered / driver no-show | Claim rests on provider performance against booking terms | Gather evidence and pursue refund under statutory guarantees or commercial dispute; provider terms may limit discretionary refunds. |
| Unauthorised repeat charge / unexpected renewal | May be treated as billing error or disputed charge | Review transaction records and the contractual renewal clause; consider a formal dispute with the payment provider if contractual remedies fail. |
Practical steps to prepare before you cancel
Identify which billing channel processed the charge and gather the documents in the checklist above. Preserve evidence of service problems and the exact wording of the terms that applied at purchase. If the charge involves a merchant subscription, note the billing cycle dates so you can frame any claim for refunds or credits precisely.
Do not rely solely on informal notes; contemporaneous records are preferable. Keep copies of screen captures and transaction identifiers for a minimum of the previous six months when possible.
Common outcomes and timeframes to expect
Timing: when refunds are authorised by a supplier, commercial practice often processes refunds within a few business days to a few weeks, depending on the payment route and banking systems involved. If a statutory remedy is available, processing times can vary with the supplier’s complaint handling and the payment rails.
Denials: a supplier may deny a refund for change-of-mind cancellations or where the terms state fees are non-refundable. In those cases, the remaining avenue is to assert consumer guarantee rights if the service was not delivered as promised.
How to escalate disputes effectively
Keep escalation factual and contract-focused: connect the disputed outcome to the term or statutory guarantee that you assert has been breached. Provide clear evidence of the booking, payment, and the alleged failure. Where a third party processed the payment, note that refunds may be subject to that third party’s dispute resolution processes.
If contractual remedies are exhausted and you assert a statutory right, consider lodging a complaint with the relevant consumer affairs regulator or seeking independent legal advice about enforcement options. Statutory remedies are fact-sensitive and depend on whether the service failure amounts to a major failure under the law.
Address
- Address: VIC, 3169 Australia
What to do after cancelling Lalamove
After you initiate cancellation under your contract, take these practical actions: monitor billing statements for at least one full billing cycle to confirm no further unauthorised renewals; keep all documentary evidence; and note any chargebacks, credits or refunds applied to your account.
If you receive continued charges despite a valid contractual cancellation or a statutory entitlement to refund, assemble the evidence and consider pursuing a dispute through your payment provider or a regulator. Keep records of all interactions and timescales.
Finally, review recurring-service settings and contractual renewal clauses for future subscriptions and ensure written terms are retained at the point of purchase. This reduces ambiguity about notice periods, effective cancellation dates and refund eligibility for subsequent transactions.