DHL will, upon the customer's request and subject to the restrictions described below, provide a refund of all or a portion of the transportation charges paid by customer for a DHL Priority (ACP) or DHL Standard Overnight (ACA) shipment, DHL, which arrives later than DHL's published arrival commitment. Second Day shipments (ACE) are not eligible for service refunds
DHL's Service Refund Program is subject to the following conditions:
A. The price reduction only applies to the DHL ACP and ACA, domestic service (each a "Service") and to shipments which comply fully with the service restrictions for the Services which are described as follows:
- ACP- Air Cargo Priority- overnight service with Priority boarding and priority pick-up availability no later than published destination recovery time. ACP Shipments delayed by irregular ops (weather, mechanical, strikes, etc.) will be available two hours after actual arrival.
- ACA- Air Cargo Advantage- overnight service with recovery available by 15:00 local.
B. The price reduction applies only to domestic shipments within the U.S. 48 states, and Puerto Rico.
C. The price reduction applies only to the transportation charges for a Service. The price reduction is exclusive of all other items, including, without limitation, fines, taxes or other charges or amounts, and transportation charges resulting from returned shipments.
D. In the case of multiple piece shipments, this price reduction will apply to every piece in the shipment.
If a late arrival occurs for any piece within the shipment, the refund or credit will be given for the transportation charges applicable to the entire shipment.
E. Customer must notify DHL of any claim for late arrival, in writing or by email to email@example.com , within 24 hours of recovery and provide DHL with the account number (if any), the waybill Number or Master waybill Number, the date of shipment, and complete receiver information. Within 15 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 price reduction under the applicable limitations or exclusions, or
- provide the customer with evidence of timely arrival.
F. Customer may not permit any other party to notify claims on its behalf nor assign claims to any other party. Payment by DHL of the transportation charges to the customer shall constitute a full release of DHL’s obligations for any delay under the Service Refund program.
G. Service Refunds will not apply when late arrival is due to circumstances beyond DHL’s control, as set out in the DHL Terms and Conditions of Carriage or due to inaccurate or incomplete shipment information, a missing or inaccurate waybill, receiver’s request for delay, shipment diversion or special services, or unavailability or refusal of the receiver to accept the shipment
H. All other provisions of the DHL Terms and Conditions of Carriage apply. This Service Refund program is subject to modification or cancellation by DHL at any time.
I. If a customer has an extremely time-sensitive shipment, the loss or delay of which may result in consequential damages, the customer must contact his 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.
J. The Service Refund program does not apply to the following:
(i) DHL ACS shipments sent to Canada, Mexico, or any other International destination.
(ii) shipments tendered using a service whose price is linked to the use of specific DHL contract, block space agreements, or shipments such as temperature – sensitive packaging or animals.
(iii) the extra charges applicable to any additional service option sold with DHL ACS shipments, e.g. weekend recovery.
(iv) Shipments that are considered unacceptable (section 2)
(v) shipments tendered prior to the actual booked date (i.e. pre-booking)
(vi) shipments tendered with pc. counts that is higher than originally booked
(vii) shipments whose booked weight has increased by more than 15%
(viii) hazardous shipments
ix) shipments not tendered on a skid
(x) shipments tendered without proper documents or Master Air Waybill
K. Price Reduction:
(i) Any ACP shipment delayed beyond published recovery and meets all conditions outlined in this document are eligible for a 100% Service Refund upon request by shipper.
(ii) Any ACA shipment delayed beyond 3pm the following business day and meets all conditions outlined in this document will be reduced by a flat 15 cents per pound.
(ii) (iii) Minimum charge will still apply.