Terms of Service

These Terms of Service are an agreement between you and LALAHERO SDN. BHD. (registration no. 202501018618 (1620032-A)), a company registered in Malaysia ("LalaHero", "we", "us"), which runs the website lalahero.com. They apply when you visit the site, create an account, book a call as a seeker, or apply to be or act as a hero.

By creating an account, booking a call, ticking an agree box, or using LalaHero, you accept these terms and our Privacy notice. If you do not agree, please do not use LalaHero.

• You must be at least 18 years old and able to make a binding agreement.
• You need an account to book or give calls. Give us true and current information, and keep your login safe. You are responsible for what happens under your account.
• One person, one account. Do not pretend to be someone else.

LalaHero is a platform that connects seekers, who want an opinion, with heroes, who have real experience, for a one-to-one video call. We provide the booking, payment, calendar invitation and video link.

To invite heroes, we may build a hero page from information a person has shared publicly. Until they claim it, it is private to a link we send them, or shown as Coming soon with no booking. The person can ask us to take it down at any time and we will.

Heroes are independent people. They are not employees, agents or partners of LalaHero. A call is a conversation between a seeker and a hero, and each hero is responsible for what they say.

Calls give opinion and advice from experience. They are not legal, medical, financial, tax, investment or other professional advice, and we do not promise any result. You decide what to do with what you hear, and you do so at your own risk.

LalaHero is in a test launch. Payments use Stripe test cards and no real money moves yet. Features, prices and these terms may change before real payments start.

• The hero sets the price of their call. Prices are shown in Malaysian ringgit (RM).
• On every paid call you also pay a RM1 booking fee. The smallest paid call is RM10.
• A call made free by a promo code has no booking fee.
• A promo code takes an amount or a percentage off the call price. It can be limited, for example to new members, certain heroes, certain call lengths, certain people, an end date or a number of uses, and it is checked when you book. A code cannot be used to move a booking. LalaHero pays for the discount, and the hero is paid as normal.
• If a hero cancels a booking that used a promo code, the code is given back to the seeker to use again. If LalaHero cancels a booking, we decide whether the code is given back.
• You have 20 minutes to pay, counted from the moment you pick your time. We hold the time a little longer, but if the time has been taken when your payment arrives, we do not refund it. Instead you may pick a new time with the same hero within 21 days at the same price, or take LalaHero credit.
• You can have one unpaid booking at a time.
• Payments are handled by Stripe. LalaHero never sees or stores your full card number. Prices shown are what you pay, and we will add any tax the law requires.

• A seeker can move a booking up to 2 times, from My bookings. There are no charges for a move until the hero's notice time before the call (shown on the booking, 72 hours (3 days) unless the hero set another). After that, until 24 hours before the call, a move costs 30% of the full call price, before any promo code (promo codes do not apply to a move), plus the RM1 booking fee. A call that cost nothing always moves with no charges. Inside 24 hours a booking can no longer be moved. The new time must be a time the hero has open.
• Every payment carries the RM1 booking fee, and we always keep it. Reschedule fees and booking fees are not refunded.
• Seekers cannot cancel a booking. If you cannot make it, move it to another time while moves are open.
• Join up to 5 minutes before the start. The seeker and the hero each wait 5 minutes after the start. If the other person has not joined by then, the call counts as a no-show: the person who is there leaves the video call and reports it to us. A seeker who misses the call is charged in full, with no refund, and the hero is still paid.
• If a hero cancels, moves the call or does not come, the seeker is told. If a hero cancels a paid booking, the call price is refunded to the seeker's card straight away. If a hero does not come, the seeker can ask for the call price back in My bookings within 3 days after the call. If a hero moves the call, the seeker picks a new time, or gets the call price back as LalaHero credit or, on request, the way they paid. The booking fee is never refunded.
• A hero who cancels or misses calls repeatedly may be paused or removed.

• If something went wrong on a call, ask for a refund in My bookings within 3 days after the call. We look into it, using the recording where it helps. Where a refund is due, you get the call price back, never the booking fee. See our Refund Policy.
• We decide each case fairly. Our decision is final during the test launch.
• LalaHero credit does not expire. It pays part of a booking, oldest credit first. If a credit covers the whole call, the booking fee is waived.
• If you delete your account, any credit is lost. We warn you before that happens.
• Refunds go back the way the money came in.

Every video call on LalaHero is recorded. By booking a call, or by accepting bookings as a hero, you agree to this and you confirm that the other person has agreed too.

LalaHero owns every recording, and every transcript, summary, note or other material made from it. We may keep them permanently.

We use recordings to protect seekers and heroes, to check any report or refund request, to run, secure and improve LalaHero, for our academy and training, and for research and development, including AI tools. We may build features from them such as translation, summaries, note taking and profile tips for heroes. Some of these may become paid features or subscriptions later. We will not use a recording to publish your call to the public without asking you first.

Only the LalaHero team can watch a recording. In future we may offer recordings or notes back to the two people on a call.

You must not record, copy or share a call yourself, or give the Meet link to anyone else, without everyone's agreement.

You can ask us to delete a recording of your own call (see our Privacy notice). We look at each request, and may keep a recording we need for an open report, a refund, a dispute or the law.

Be kind and respectful. Listen first, then ask. You must not:

• harass, threaten, abuse or discriminate against anyone, or share anything sexual or illegal;
• ask for, or give, a phone number, email or any way to take the conversation or the payment off LalaHero;
• pretend to be someone else, or give false information or credentials;
• use LalaHero to sell, recruit or advertise;
• copy, scrape or reverse engineer the site, or try to break or get around its security;
• use LalaHero for anything against the law.

We may remove content, pause or close an account, or cancel a booking if these rules are broken or we think someone is at risk.

These extra terms apply if you are a hero.

• You are an independent person, not our employee. You decide what you say on a call, and you are responsible for it and for any tax on what you earn.
• What you put on your hero page, including your experience and results, must be true. Never invent followers, results or qualifications.
• Show up on time for booked calls. If you cancel or do not come three times in 90 days, we may pause your page.
• Keep seekers' details private, and take bookings only through LalaHero.
• You agree that every call is recorded and that LalaHero owns the recordings, as set out under Recordings.
• Keep your bank details correct. We pay the right account only.
• Your share of each completed call is paid on the first Tuesday after the seeker's 3-day window to report a problem closes (so 4 to 10 days after the call), once the balance reaches RM50 (a smaller balance rolls over to the next payday), unless the seeker raised a problem we are checking. LalaHero keeps a commission, shown on your earnings page.
• If you cancel or miss a call, you may owe LalaHero the fees it cost, which we can take from your next payout.
• You give LalaHero a free licence to show your name, photo, page and profile on the site and in our marketing for LalaHero.

LalaHero, its name, logo, design and software belong to us. You may use them only to use the service.

You keep ownership of what you post, such as your profile and messages. You give us a free, worldwide licence to host, show and use it to run and promote LalaHero. You promise you have the right to post it.

LalaHero is provided "as is" and "as available". We try to keep it running, but we do not promise it will always work, be on time or be free of errors, and a call can fail because of internet or Google Meet problems.

We do not check every claim a hero makes, and we are not responsible for the advice or opinion a hero gives, or for what you decide to do because of it.

As far as the law allows, LalaHero is not liable for indirect or consequential loss, loss of profit, or loss of data. Our total liability for anything connected with a call is limited to the amount you paid for that call.

Nothing in these terms removes any right you have under Malaysian consumer law that cannot be removed. You agree to cover LalaHero for loss caused by your own breach of these terms or your misuse of the service.

You can stop using LalaHero any time, and ask us to delete your account. We can suspend or close an account, or refuse a booking, if you break these terms or we need to protect someone. Sections about recordings, payment, liability and anything meant to continue still apply afterwards.

We may update these terms. The date at the top shows the latest version. If you keep using LalaHero after a change, you accept it. For a big change we will tell you first.

If part of these terms cannot be enforced, the rest still applies. If we do not enforce a term straight away, we have not given it up. You cannot pass your account to someone else.

These terms are governed by the laws of Malaysia, and the courts of Malaysia can hear any dispute. Please contact us first so we can try to sort it out together.

Questions, reports and requests: email community@lalahero.com. Our official address is Unit 07-01, Tower A, Vertical Business Suite, Avenue 3, Bangsar South, No. 8, Jalan Kerinchi, 59200 Kuala Lumpur.