Terms of Service

1. Acceptance of terms

By creating an account on or otherwise using the Minilorry platform (“Platform”), you agree to be bound by these Terms of Service (“Terms”), our Privacy Policy, and any additional policies published on the Platform. If you do not agree to these Terms, you must not use the Platform.

The Platform is operated by Minilorry Sdn Bhd, a company incorporated in Malaysia. These Terms constitute a legally binding agreement between you and Minilorry.

Where these Terms refer to a specific design decision (e.g., D-017, D-019), that decision is a binding operational policy, not a suggestion.

2. Eligibility and accounts

• You must be at least 18 years old and legally capable of entering into contracts under Malaysian law.
• Business accounts (vendor) require a valid SSM company registration in the operating region.
• You are responsible for all activity on your account. Do not share your Google account credentials.
• Each Google account maps to one primary role in v1. Separate accounts are required to operate as both a vendor and a customer.
• Minilorry reserves the right to verify your identity and business registration at any time. Failure to provide verification on request may result in account suspension.

3. Vendor obligations

As a vendor, you agree to the following:

• Maintain a valid and current SSM business registration throughout your subscription. Lapsed registration may result in marketplace suspension until the registration is renewed.
• Ensure all drivers operating lorries on your account hold valid GDL (Goods Driving Licence) licences appropriate to the vehicle class being operated.
• Display an official Minilorry sticker on each lorry registered for marketplace participation and on your business storefront. Stickers must be visible, undamaged, and match the registered vehicle (D-017).
• Submit to sticker verification during onboarding and cooperate with random spot-checks initiated via the driver app. Approximately 3% of marketplace deliveries trigger a spot-check. Failing a spot-check may result in delivery failure, customer refund, and a vendor strike.
• Strike thresholds: one warning, two strikes results in a 30-day marketplace suspension, three strikes results in permanent marketplace ban. SaaS access (your own fleet management tools) continues during a marketplace ban.
• Reconcile COD collections within 48 hours of driver handover. The platform does not permit driver self-confirmation of COD — reconciliation must be completed by an Owner or Accountant role (D-007).
• Not engage in price-fixing, bid-rigging, coordinated undercutting, or other anti-competitive behaviour. Minilorry operates a cartel-signal detection system (D-018) and will refer persistent patterns to relevant authorities.
• Not list lorries in the marketplace that are not roadworthy, do not hold valid road tax, or are sticker-blocked by compliance failures.
• Honour all accepted marketplace bookings at the confirmed price. Cancellation after acceptance incurs a strike against your marketplace account.

4. Customer obligations

As a marketplace customer, you agree to:

• Provide accurate pickup and delivery addresses. Minilorry uses AI address parsing — you are required to review and confirm the parsed output before submitting a booking (D-016). Incorrect addresses are the customer's responsibility where the confirm-gate was accepted.
• Ensure a responsible person is available at pickup and each delivery address at the agreed time, or provide clear instructions for unattended delivery.
• Not request delivery of items prohibited by Malaysian law, including but not limited to: controlled substances, unlicensed firearms, items requiring special permits not disclosed at booking.
• Pay the confirmed booking amount in full before delivery is dispatched. Payment is held in escrow and released to the vendor on delivery confirmation or after 48 hours with no dispute raised.
• Raise disputes through the Platform within 48 hours of delivery. Disputes raised after this window may not be eligible for escrow-held refunds.

5. Marketplace rules

The following rules apply to all marketplace transactions:

• Pricing floor: Vendor bids must meet or exceed the algorithmic pricing floor configured by Minilorry administrators for the relevant vehicle class, distance, and time slot. Bids below the floor are rejected.
• Escrow: Customer payment is held in escrow from booking confirmation. Funds are released to the vendor's earning wallet 48 hours after delivery is marked complete with no dispute, or immediately on customer confirmation of receipt — whichever is first.
• Disputes: Either party may raise a dispute within 48 hours of delivery. Minilorry support reviews GPS trail, driver photos, customer-provided evidence, and WhatsApp notification timestamps. Minilorry's dispute resolution is final unless escalated to the courts of Malaysia.
• Processing fee: The platform charges a flat distance-based processing fee on each marketplace booking (short haul / mid haul / long haul tiers — exact amounts shown at checkout for your region). This fee is charged to the customer at time of booking and is non-refundable except in the case of vendor no-show or platform error.
• Handoffs: Vendors may repost accepted marketplace gigs for other vendors to pick up, subject to a minimum 2-hour lead time before scheduled pickup. The reposted price is the ceiling — counter-offers may only be lower. Successful handoffs do not incur strikes. Cancellations without handoff do (D-004).
• Multi-stop: Up to 5 delivery stops per booking (admin-configurable). Each stop beyond the first incurs a flat per-stop surcharge (region-specific, shown at checkout). A failed stop does not automatically fail the entire delivery (D-011).

6. Agent program terms

• Agents are independent contractors, not employees of Minilorry. No employment relationship, exclusivity, or minimum income is implied.
• Agent KYC verification (NRIC, selfie, DuitNow bank account) is mandatory before any commission payments are made.
• Signup bonus: The signup bonus is paid only when a recruited vendor activates a paid subscription — not when they create an account (D-019). A vendor who signs up but never activates a paid lorry subscription does not trigger a bonus event.
• Recurring commission is paid monthly on active paid subscriptions in your downline. Commission is not paid on paused months or churned vendors.
• Commissions are subject to a 30-day clawback if a vendor churns within the clawback window from their first paid invoice date.
• Agents found to be using fraudulent tactics — including false company representations, fabricated SSM numbers, recruited shell companies, or manufactured usage metrics — will have their accounts immediately terminated and all accrued commissions forfeited.
• Minilorry reserves the right to adjust commission tiers, bonus amounts, and growth rules with 30 days notice to active agents.
• Commission payouts are processed monthly via the region's configured payment gateway to the bank account on file. A minimum payout threshold applies (configurable per region).

7. Subscription (SaaS) terms

• SaaS subscriptions are billed monthly, per lorry, via Stripe. Each lorry's subscription renews automatically on the same calendar date each month.
• Each lorry also requires a one-time GPS device purchased from Minilorry (or a Minilorry agent). The device fee is charged at signup and is non-refundable once the device is shipped or installed.
• Subscriptions can be cancelled before the next renewal date for no further charge. No refund is provided for the current billing period.
• Minilorry reserves the right to change subscription pricing with 30 days notice to existing subscribers. Existing subscribers are grandfathered at their current rate until their next renewal after the effective date of the price change.
• Account suspension for compliance violations (sticker strikes, fraud, SSM lapse) does not entitle the subscriber to a refund of unused subscription days.

8. Prohibited conduct

The following conduct is strictly prohibited on the Platform:

• Using fake GPS signals or location spoofing during deliveries.
• Submitting falsified sticker photos, petrol receipts, or delivery proof photographs.
• Operating marketplace delivery gigs without a valid, approved Minilorry sticker.
• Price-fixing, bid coordination, or any cartel behaviour between vendors.
• Creating shell vendor accounts for the purpose of generating agent commissions.
• Accessing or attempting to access other users' data or account information.
• Circumventing the escrow system or encouraging customers to pay outside the Platform.
• Reverse engineering, scraping, or building derivative products from the Platform without written permission.

Violations may result in immediate account suspension, termination, forfeiture of held earnings, and referral to Malaysian authorities where applicable.

9. Limitation of liability

To the maximum extent permitted by Malaysian law:

• Minilorry is a platform facilitator. We are not a logistics company and do not employ drivers or own vehicles. We are not liable for loss, damage, or delay to goods transported through the marketplace.
• Minilorry is not liable for indirect, incidental, consequential, or punitive damages arising from use of the Platform.
• Our maximum aggregate liability to any user for direct damages shall not exceed the total subscription fees paid by that user in the 3 months prior to the event giving rise to the claim.
• These limitations do not apply to liability for fraud, wilful misconduct, or death and personal injury caused by negligence.

10. Termination

• You may terminate your account at any time by cancelling your subscription and contacting support to request account deletion.
• Minilorry may terminate or suspend your account immediately for material breach of these Terms, including but not limited to: sticker violations (3 strikes), fraud, cartel behaviour, and failure to maintain SSM registration.
• On termination, your access to the SaaS dashboard and marketplace will cease. Data is retained per the Privacy Policy retention schedule.
• Termination does not relieve you of obligations already incurred — pending COD reconciliation, outstanding delivery disputes, or agent commission clawbacks remain enforceable.

11. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the laws of Malaysia. Any dispute arising out of or in connection with these Terms shall first be referred to good-faith negotiation between the parties. If unresolved within 30 days, the dispute shall be submitted to the exclusive jurisdiction of the courts of Malaysia, with Kuala Lumpur as the agreed seat.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified to registered users via email at least 14 days before the effective date. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

13. Contact

Legal enquiries and contract notices:

Minilorry Sdn Bhd
Kuala Lumpur, Malaysia
legal@minilorry.com