Legal Information
TDD Terms and Conditions
On this page, you will find the latest (and most applicable) Time Definite Delivery (TDD) Terms and Conditions. Please note that different terms and conditions may apply in certain countries.
DHL STARTDAY EXPRESS
MONEY-BACK GUARANTEE TERMS AND CONDITIONS
DHL will, upon the customer's request and subject to the restrictions described below, provide either a credit or refund of the premium paid by customer for a DHL StartDay Express Express shipment, which is delivered later than DHL's quoted delivery commitment time.
DHL's Money-Back Guarantee is subject to the following conditions:
A. The money-back guarantee only applies to the DHL StartDay Express service from specified locations to specified post code destinations (or towns where no post codes are available), which may be obtained only by telephoning DHL Customer Service or using DHL's automated systems and supplying the following information:
The shipper shall specify the requested service on the waybill. Should any such information prove to be inaccurate and, specifically, if a shipment is tendered to DHL substantially later than the time agreed with DHL for pick-up, no guarantee shall apply. Any delivery time published by DHL or quoted by DHL Customer Service without the foregoing information, is only an estimate and is not the delivery commitment time.
B. The guarantee applies only to the premium over and above the customer's price for a standard service for a similar shipment. The guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts.
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 premium applicable to that 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:
Payment by DHL of the premium 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.
This guarantee does not apply to:
A.The StartDay Express service only, shipments where:
B.Transport Collect shipments.
C.Jumbo Box and any other box supplied by DHL to which a special shipment rate applies.
D.Transportation charges resulting from returned shipments.
E.Deferred or space-available moves.
F.Shipments for which any additional service option (other than insurance cover) is requested, e.g. Saturday delivery.
G.Late delivery or failure to deliver due to circumstances beyond DHL's control, as set out in the DHL Terms and Conditions of Carriage and including improper or incomplete delivery instructions or information (which may include P.O. Box for receiver address, missing or inaccurate receiver telephone number), or unavailability or refusal of the receiver to accept delivery.
H.DHL Unacceptable Shipments as defined in the DHL Terms and Conditions of Carriage.
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.
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 for such insurance.
DHL STARTDAY EXPRESS
MONEY-BACK GUARANTEE TERMS AND CONDITIONS
DHL will, upon the customer's request and subject to the restrictions described below, provide either a credit or refund of the premium paid by customer for a DHL StartDay Express Express shipment, which is delivered later than DHL's quoted delivery commitment time.
DHL's Money-Back Guarantee is subject to the following conditions:
A. The money-back guarantee only applies to the DHL StartDay Express service from specified locations to specified post code destinations (or towns where no post codes are available), which may be obtained only by telephoning DHL Customer Service or using DHL's automated systems and supplying the following information:
- the pick-up address.
- the commodity being shipped.
- the time and date the shipment is available to be picked-up.
- the exact destination, including post code.
- the shipment weight.
- the shipment dimensions.
- number of pieces.
The shipper shall specify the requested service on the waybill. Should any such information prove to be inaccurate and, specifically, if a shipment is tendered to DHL substantially later than the time agreed with DHL for pick-up, no guarantee shall apply. Any delivery time published by DHL or quoted by DHL Customer Service without the foregoing information, is only an estimate and is not the delivery commitment time.
B. The guarantee applies only to the premium over and above the customer's price for a standard service for a similar shipment. The guarantee is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts.
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 premium applicable to that 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 premium 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.
This guarantee does not apply to:
A.The StartDay Express service only, shipments where:
- the total actual or volumetric weight is more than 250 kg; or
- any piece has an actual or volumetric weight of more than 25 kg; or
- any piece has a side longer than 100 cm or has more than one side longer than 70 cm.
B.Transport Collect shipments.
C.Jumbo Box and any other box supplied by DHL to which a special shipment rate applies.
D.Transportation charges resulting from returned shipments.
E.Deferred or space-available moves.
F.Shipments for which any additional service option (other than insurance cover) is requested, e.g. Saturday delivery.
G.Late delivery or failure to deliver due to circumstances beyond DHL's control, as set out in the DHL Terms and Conditions of Carriage and including improper or incomplete delivery instructions or information (which may include P.O. Box for receiver address, missing or inaccurate receiver telephone number), or unavailability or refusal of the receiver to accept delivery.
H.DHL Unacceptable Shipments as defined in the DHL Terms and Conditions of Carriage.
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.
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 for such insurance.
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