In a statement to FMT, the company said the drivers were notified through its app.

It said it made amendments to the terms and conditions “from time to time” and was “duty-bound” to inform delivery partners of the revisions since they were among its primary stakeholders.

It said the drivers were given seven days to read the complete document before accepting the revised terms and conditions.

“Our records show that 99% of our active delivery partners clicked on the ‘agree’ button when they were prompted for their agreement to the revision,” it said.

On claims that drivers were not reimbursed for orders cancelled by customers, Lalamove Malaysia said it had clear guidelines on compensation.

It also said its records did not show any pending cancellation reimbursement for one Michael Januarius “as of now”.

Januarius recently claimed that he had yet to be reimbursed for three orders that were cancelled.

Lalamove Malaysia also defended its order rates, which it said were based on a dynamic pricing system under which prices were adjusted after taking into consideration factors such as supply and demand, traffic and weather conditions.

Such a system, it said, struck a balance between delivery partners and customers by automatically regulating a price to ensure that matches could be done swiftly.

The actual delivery fare, it said, could be higher when demand was greater.

“From the delivery partners’ perspective, the system enhances efficiency in matching orders and enhances the flexibility for them to choose the best orders according to their preferred working time, which is the main appeal of why they joined us in the first place.”

A driver interviewed by FMT alleged that the company at times revised its delivery rates without notifying the drivers and its customer service was unable to explain why drivers were not informed in advance.