Eligibility for Refund

Refunds are processed for services that are not rendered as promised, including lost parcels, significant delays beyond the estimated delivery time, or damage due to our handling.


Refunds are not provided for delays caused by factors outside of our control, such as customs delays, natural disasters, or incorrect delivery information provided by the customer.

Refund Requests

Customers must submit a refund request in writing within a week of the expected delivery date, providing all necessary documentation, including proof of purchase and details of the issue.

Processing Refunds

Upon receipt of a valid refund request, Pilot Courier will investigate the claim and notify the customer of the approval or rejection of the refund. The refund requests may be filed directly with our business associates in case they happen to be the service provider on our behalf. In that case their refund policy has to be adhered to.

Approved refunds will be processed ASAP, and a credit will automatically be applied to the customer’s original method of payment.

Partial Refunds

In certain cases, Pilot Courier may offer a partial refund if the service provided partially met the terms but did not fully satisfy the service level agreement.


Refunds are not available for services affected by the customer’s failure to adhere to Pilot Courier’s and its associates shipping guidelines or for prohibited items.

Changes to the Refund Policy

Pilot Courier reserves the right to modify this refund policy at any time. Customers are encouraged to review the policy periodically for any changes.