Rider Conduct Policy

Code of Conduct — Driver & Delivery Partner Guidelines

Operated by CITY COIN LAUNDRY SDN BHD (CO 910338-D)

Effective Date: March 1, 2026 | Last Updated: March 1, 2026

1. Purpose & Core Principles

This Code of Conduct outlines the ethical, professional, and safety standards expected of all independent delivery partners ("Riders") operating within the LB Pickup & Services platform. As a representative of LaundryBar to our customers and merchant outlets, your professionalism directly impacts customer trust and brand reputation.

2. Professionalism & Service Standards

2.1 Respectful & Courteous Interaction

Riders must maintain polite, respectful, and professional communication with customers, LaundryBar franchise operators, and support personnel at all times. Discrimination, verbal harassment, coarse language, or aggressive behavior will not be tolerated.

2.2 Personal Presentation & Hygiene

Riders must present a clean, neat appearance while fulfilling orders. Wearing official LaundryBar rider attire or high-visibility safety vests is strongly recommended where applicable.

2.3 Customer Privacy & Data Confidentiality

Customer contact details and delivery addresses obtained via the rider app must strictly be used for order fulfillment purposes. Contacting customers after completing an order for personal or non-service reasons is strictly prohibited.

3. Safety & Compliance

3.1 Road Safety & Legal Compliance

  • Riders must strictly adhere to Malaysian traffic laws, speed limits, traffic signals, and road safety regulations[cite: 2].
  • Helmets must be properly secured for motorcycle delivery partners, and seatbelts must be worn at all times by car/van drivers.
  • Riders must never operate a vehicle while under the influence of alcohol, drugs, or intoxicating substances.

3.2 Mobile Phone Usage

  • Using hand-held mobile devices while driving or riding is prohibited. Use hands-free mounts and pull over safely to respond to messages or phone calls.

4. Item Care & Integrity

  • Handle with Care: Customers trust us with their personal garments and laundry. Items must be stored in clean compartments and handled delicately to prevent tearing, contamination, or exposure to moisture.
  • Zero Tampering Policy: Opening, inspecting internal contents unnecessarily, or removing items from sealed customer bags is grounds for immediate termination and legal action.
  • No Smoking / Odor Contamination: Smoking, vaping, or transporting strong-smelling goods near customer garments is strictly prohibited.

5. Zero Tolerance Violations & Penalties

Failure to adhere to this Code of Conduct will result in disciplinary actions ranging from temporary suspension to permanent account deactivation. Zero tolerance applies to:

  • Physical violence, threats, or harassment of any kind.
  • Theft, misappropriation, or intentional damage of customer goods.
  • Driving under the influence of drugs or alcohol.
  • Fraudulent activities, such as GPS spoofing, fake completions, or off-platform cash solicitations.
Account Suspension Notice: City Coin Laundry Sdn Bhd reserves the right to suspend or terminate any Rider account immediately upon receiving verified complaints or evidence violating these behavioral standards[cite: 2].

6. Reporting & Support

To report incidents, seek guidance, or clear inquiries regarding conduct policies, please reach out to our Fleet Management Division:

CITY COIN LAUNDRY SDN BHD (CO 910338-D)
13, Jalan Perindustrian 1B, Industri, Desa Aman Puri,
52200 Kuala Lumpur, Malaysia[cite: 2].
Rider Support Hotline: +603-6279 9010[cite: 2]
Official Website: https://laundrybar.com.my[cite: 2]