DHL's Money-Back Guarantee is subject to the following conditions:
A. The money-back guarantee only applies to the DHL StartDay Express and DHL MidDay Express service (each a "Service") and to shipments which comply fully with the service restrictions for the Services which are described in the next column.
B. The guarantee applies only to the transportation charge for a DHL StartDay Express service or MidDay Express service. The guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts, and transportation charges resulting from returned shipments.
C. In the case of multiple piece shipments, this guarantee will apply to every piece in the shipment. If a late delivery occurs for any piece within the shipment, the refund or credit will be given for the transportation charge applicable to the entire shipment.
D. Customer must notify DHL of any claim for late delivery, in writing or by telephone, within 30 calendar days of the shipment date and provide DHL with the account number(if any), the waybill number, the date of shipment, and complete receiver information. Within 30 calendar days after customer so notifies DHL, DHL shall either:
- provide the customer with the credit or refund.
- provide the customer with information explaining the reason that the shipment is not eligible for the guarantee under the applicable limitations or exclusions.
- provide the customer with evidence of timely delivery
Payment by DHL of the transportation charge to the customer or another party nominated by him shall constitute a full release of DHL's obligations for any delay under the money-back guarantee to any interested party.
E. The guarantee will not apply where late delivery or failure to deliver is due to circumstances beyond DHL's control, as set out in the DHL Terms and Conditions of Carriage and including customs delays, inaccurate or incomplete shipment information, delivery instructions or information (such as P.O. Box for receiver address, missing or inaccurate receiver telephone number), receiver's request for delay, shipment diversion or special clearance services, or unavailability or refusal of the receiver to accept delivery or to pay duties and taxes against delivery if requested.
F. All other provisions of the DHL Terms and Conditions of Carriage apply. This money-back guarantee is subject to modification or cancellation by DHL at any time.
G. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact their own insurance agent or broker to insure against such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange such insurance.
