- Terms & Conditions

Summary

Deliverback is a software company that facilitates the shipping of items by providing an online service on its website. Deliverback is not a courier company. We work with all major courier companies (UPS, DHL, FedEx etc.) Deliverback does not come in physical contact with the items shipped. We provide an online service. Packaging is the responsibility of our partners (i.e. Hotels, Airlines, Airports). Shipping is the responsibility of the courier company (DHL, UPS, FedEx). Payment is the responsibility of the person using our online platform (user)Deliverback is engaged in the service of providing on-line software solutions and logistics. Deliverback as a solutions provider has engaged the services of a primary courier. Deliverback or its subsidiaries as service links are not liable for any service failure incurred by the primary courier and by the use of this website you indicate your agreement to be bound by the terms and conditions of this Agreement, the courier’s terms and conditions, and you have entered into a legal binding agreement with Deliverback

Courier Conditions of Service

International refers to all worldwide destinations outside of the country where a shipment originates, unless otherwise stated. Package refers to any single container or envelope accepted by the courier for delivery. Receiver, Consignee, or Customer refers to the person to whom a Shipment is being sent. Shipment refers to one or more Packages moving under a single, shipping document. Customer refers to the party contracting with DELIVERBACK for services. Source Document means a computer document provided by DELIVERBACK for the purpose of shipping a Package. Rates refers to the online published rates of shipping for DELIVERBACK Services. Partner refers to the account holder with DELIVERBACK ie. Hotel, Airline, Airport, etc.

Commodities Handled and Restrictions Upon Service

The courier offers transportation of general commodities subject to the following restrictions:

Maximum Weight and Size

DELIVERBACK may, in its sole and absolute discretion, not accept or may refuse to provide service in respect to any Package or article: Weighing more than 150 pounds or 68 kilograms, or Exceeding 108 inches or 270 centimeters in length, or Exceeding a total of 165 inches or 419 centimeters in length and girth combined Length is the longest side of the Package or object. Girth is the distance all the way around the Package or object at its widest point perpendicular to the length. Irregularly shaped Packages or objects are to be treated as if they were in a rectangular box for the purpose of measuring.

Maximum Declared Value

Subject to the limitations set out below, the maximum Declared Value for Carriage that a Shipper may make is: $50000 for a Package shipped. $500 for a Package containing jewelry $100 for a Package containing cheques, phone cards, lottery tickets, gift cards or other items of a similar nature. In no event shall DELIVERBACK be liable for the face value of these items. If no Declared Value for Carriage amount is entered by the customer for a Package or Shipment, then the courier’s maximum liability for that Package or Shipment is $100. Any effort by the customer to declare a value in excess of the maximum amounts stated above shall be null and void. The acceptance for carriage by DELIVERBACK or the designated courier of any Shipment bearing a Declared Value in excess of the maximum amounts does not constitute a waiver of this provision. Any Declared Value must be declared in currency specified on the web page where the declaration is made. For international Shipments, the Declared Value for Carriage cannot exceed the Declared Value for Customs.

International Shipping Restrictions, Prohibitions, & Hazardous Materials

Prohibited Articles

When you ship something to another country, you must follow both the international shipping regulations and the regulations of the destination country:

• Some items are prohibited (completely forbidden).

• Some are restricted (allowed under certain conditions).

• Hazardous materials (HAZMAT), also known as Dangerous Goods (DG), may be prohibited or restricted.

Please visit our Prohibited and Restricted item list here

According to the Prohibited and restrictive item list, these articles are prohibited by DELIVERBACK/ Courier. In the event that any such prohibited article enters the Courier system, this does not constitute a waiver on the part of DELIVERBACK and the designated courier shall have no liability whatsoever for delay, loss or damage to any such article, even if the customer has entered a Declared Value on the digital shipping document.

Dangerous Goods

Dangerous Goods that are regulated by the International Civil Aviation Organization (ICAO) as published in the International Air Transport Association (IATA) Dangerous Goods Regulations are accepted for transportation only as a pre-arranged, separately contracted service. Restrictions apply on commodities carried, quantities and available transportation services.

Firearms

Shipments containing firearms will not be accepted for transportation.

Prohibited by Law

No service shall be rendered by DELIVERBACK or its designated courier in the transportation of any Shipment that is prohibited by law or regulation of any federal, state, provincial, or local government in the origin country or destination country. If any such items are discovered during the shipping process, Deliverback will assist and work with the local authorities if requested.. No refund will be provided for any such orders created in our system.

Right of Inspection

The designated courier reserves the right to open and inspect any Package tendered to it for transportation, but is not obligated to do so.

Refusal of Packages

DELIVERBACK or its designated courier reserves the right to refuse any Package that by reason of the dangerous nature or any other character of its contents is liable, in the judgment of DELIVERBACK, to soil, taint, or otherwise damage other merchandise or equipment, or that is economically or operationally impractical to transport, or that is improperly packaged, wrapped or labelled.

Removal of prohibited items and dangerous good

In the event that a prohibited item is found in the shipment and it becomes necessary for a Deliverback partner or third party to physically remove the item in order for the shipment to proceed, an additional service fee of €25 will apply. This fee covers the extra handling, shipping delay, and compliance with transportation regulations. The shipment will only continue once the prohibited item has been removed and confirmation has been received.

Deliverback Refund Policy

At Deliverback, we strive to provide a seamless and reliable lost & found shipping service. We understand that situations may arise where a refund is necessary. This Refund Policy outlines the conditions under which customers may request a refund and the process for doing so.

1. Eligibility for Refunds

A full refund may be granted under the following circumstances:

• Service Not Provided: If your shipment was not processed or dispatched due to an issue on our end.

• Incorrect Charges: If you were overcharged due to a billing error.

• Duplicate Payment: If you were accidentally charged multiple times for the same transaction.

A partial refund may be granted under the following circumstances:

• Failed Delivery: If your item was lost during transit and was not delivered. This is the responsibility of the courier company and we will assist in the claim & refund process with the courier company, but its up to the courier company to decide on the amount of the refund.

• Item not found: If your item was not found after we have processed your order.

• Saturday Delivery: If 

2. Non-Refundable Cases

Refunds will NOT be provided in the following situations:

• Incorrect Address Provided: If the customer provided an incorrect or incomplete shipping address.

• Item Not as Expected: Deliverback is not responsible for the condition of lost & found items returned to customers. Refunds will not be issued for dissatisfaction with the item’s condition. Since we are handling used items we are no situation to verify the condition of the item before it was picked up by the courier.

• Saturday delivery: We can’t guarantee a Saturday Delivery .

• Shipping Delays : Couriers and shipping companies may experience difficulties with their deliveries for a number of reasons ranging from bad weather, strikes, to holidays, in any of the countries the package will be transiting in order to be fullfiled. Delays may also accur when pickups need to be made from remote locations, as defined by the local couriers. The list is long we have only included a few of the possible reasons for a delay here.

• Hotel mistakes: If the package is delayed, not found or lost by the hotel

• Refused or Undeliverable Packages: If the recipient refuses the package or it cannot be delivered due to circumstances beyond our control.

• Disposal of items: If any loss, damage, or disposal occurs by third parties before the collection of the item by Deliverback's shipping network

• Change of Mind: Refunds will not be granted if you change your mind after the shipping process has started.

3. Refund Process

To request a refund, please follow these steps:

1. Submit a Request: Contact our support team at [[email protected]] within 7 days of the issue.

2. Provide Required Information: Include your order number, name, pickup location and a description of the issue.

3. Review Process: Our team will review your request within 5-7 business days and notify you of the decision.

4. Refund Issuance: If approved, refunds will be processed within 7-10 business days and credited back to the original payment method.

4. Contact Us

If you have any questions about our Refund Policy, please reach out to us at:

Email: [email protected]

Responsibility for items outside Deliverback's Shipping Network

Deliverback’s responsibility for any lost and found item commences only upon the successful collection and entry of the item into Deliverback’s authorized shipping network by Deliverback or its designated partners. Until such collection has taken place, Deliverback shall bear no responsibility or liability for the custody, storage, handling, or condition of the item. Deliverback shall not be held liable for any loss, damage, or disposal of items that remain under the control of third parties prior to collection. This includes, but is not limited to, police departments, lost and found departments, handling agents or companies, hotels, airports, or any other third-party custodians. Furthermore, Deliverback shall not provide compensation, reimbursement, or replacement for any item that is destroyed, lost, or otherwise disposed of by such third parties before it is collected by Deliverback or its authorized representatives. It is the sole responsibility of the customer to ensure that the item remains available and accessible for collection within any applicable retention period established by the third party holding the item.

Providing Address information

Only items properly packaged and using a DELIVERBACK system generated label will be accepted. The courier cannot deliver to a P.O. Box number. Designated addressing requires a street address including apartment/suite/unit number and the receiver’s telephone number. An incomplete address (e.g. missing/ incorrect: Street Number, Apt/ Unit Number, ZIP/ Postal Code, etc) constitutes an incorrect address and may result in the package being returned to the point of origin or a shipper’s holding facility. If a package is returned the receiver is responsible for original shipping charges and any additional charges required to have the package sent to the corrected address. A Rural Route number is acceptable if the receiver’s full name and telephone number are clearly indicated.

Special Handling of Undeliverable Domestic or International Packages

If the requested returned Package is refused by the designated customer, the courier will retain the Package for a period of time determined at its sole discretion, the courier reserves the right to dispose of the Package thereafter.

Agent for Customs Clearance

When a Shipment is imported to, or exported from any country, the courier may act as the agent for customs clearance, where allowed by law. In effect, the courier is specified as the nominal Consignee for the purpose of designating a customs broker to perform customs clearance. Local authorities may require documentation confirming that the designated courier has been requested as the nominal Consignee. The customer’s responsible for any additional charges that may apply for importing items into the destination country, this may include any import taxes, duties, or surcharges, and/or brokerage fees. UPS or its agents will always be the Customs Agent for Shipments processed using DELIVERBACK.

Delivery Attempts

If a signature is required on a Package, and the designated courier’s service provider is otherwise unable to Driver Release a Package, it may be delivered to a neighbouring address. The service provider will obtain a signature from the neighbor when completing an indirect delivery. If the receiver is unavailable upon delivery attempt UPS may make subsequent delivery attempts or if a UPS Access Point is available, UPS may forward the package to a UPS Access Point on the following business day for pick up. Leaving a package unattended at a delivery location if the receiver is not available is at the sole discretion of the driver.

Proof of Delivery

The customer may be notified of the progress of the shipment at various points in the delivery process. DELIVERBACK will make every effort possible to provide any information available to the customer for the satisfactory delivery of the returned item.

Responsibility for Loss or Damage

The courier automatically protects against loss or damage of a Package or Shipment up to a value of $100. If the customer wishes to declare a value greater than $100 for a Package, the greater Declared Value must be entered on the DELIVERBACK computer shipping documentation. The rules relating to liability established by the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw, Poland, on October 12, 1929, and any amendments thereto, may apply to the carriage of international Shipments. In connection with a damaged Shipment, the customer must retain the original packaging until an inspection can be completed by the courier or its agent. Reimbursement for loss or damage will require submitting a claim documentation to UPS. The claim documentation will be prepared and submitted by the DELIVERBACK Claims department on behalf of the customer.

Packaging Requirements

It is the sole responsibility of the Partner to package items to meet the courier’s proper packaging guidelines. The Partner accepts full responsibility should failure to package an item adequately results in damage during transit. If an investigation determines damage to have been caused by insufficient cushioning or packaging – the Partner accepts responsibility to reimburse the customer to the value for which replacement coverage was purchased through the DELIVERBACK website and reimburse the customer for the price paid for shipping. Failure to provide compensation to the customer when damage is due to inadequate packaging may result in suspension or permanent closure of the Partner’s Deliverback account. It is the responsibility of the Partner if re-using boxes to remove any markings or labeling on the box that would indicate the contents contain hazardous, poison, or toxic material.

Limitation of Liability

DELIVERBACK or the designated courier shall not be liable for any special, indirect, incidental, consequential, or punitive damages (collectively, the “Consequential Damages”) including, but not limited to, loss of profit or revenue incurred by the customer as a result of the couriers acts or omissions, including but not limited to, gross negligence, negligence causing damage, failure to deliver, loss or theft of or damage to the Shipment, or late or delayed Shipment. In any such event, DELIVERBACK’s liability shall be limited to a refund of the shipping charges. Refund is not possible if the failure of delivery caused due to the recipient of the package. This limitation of liability applies to all Shipments, notwithstanding that the customer has completed the Declared Value section on the DELIVERBACK web form. In no event shall DELIVERBACK or the courier be liable for any Consequential Damages even if DELIVERBACK or the courier or its employees are advised in advance of the possibility of such damages. DELIVERBACK or the courier will not be responsible for the loss or damage to perishable commodities or commodities requiring protection from the heat or cold to the extent that the loss or damage results from exposure to heat or cold or the perishable nature of the items. Package containing checks, phone cards, lottery tickets, gift cards or other items of a similar nature. In no event shall liability cover the face value of these items.

Interruption of Service or Delay

Without limiting the generality of the limitations of liability herein, DELIVERBACK or the courier shall not be liable for any interruption of delivery service due to a cause beyond the courier’s control, or due to strikes, lockouts, or labor disputes. It is the Partner’s responsibility to ensure shipping labels are printed and the package is tendered to the courier. A delay printing the shipping label or having the package available for the courier may result in a service failure. Any claim for a refund of shipping charges due to a delay printing the label or tendering the package to the courier is the responsibility of the Partner.

VAT Tax

All applicable sales taxes required by law will be included on all charges.

Currency

Charges will be made based on the currency stated on the webpage displaying the Order. Any foreign exchange rates and/or fees added by the Customer’s/ cardholder’s financial institution for currency exchange or transaction fees are the sole responsibility of the Customer/ Cardholder.

For further information about our terms & conditions please contact us by email : support@deliverback