Demo category 2
How can the Client submit complaints?
If the Client has complaints with regard to any delivery he or she has ordered, it is recommended that the Client would notify PilotDelivery about it by means of the PilotDelivery Delivery platform as soon as possible, but no later than within one month after the Order has been executed. PilotDelivery may ask for proofs and explanation with regard to the circumstances related to the complaint.
How does the Client pay for delivery?
The Client must pay the Courier Fee to the Courier that has been calculated by the PilotDelivery Delivery platform. When calculating the Courier Fee, the time of delivery, the distance of delivery, the method of delivery, and other criteria are taken into consideration. The amount of the Courier Fee is displayed to the Client before the confirmation of each Order. PilotDelivery Delivery platform from time to time may change the details of calculating the Courier Fee, taking into consideration the situation on the market, the number of Couriers and their availability on the market, and other factors, related to the service.
Can the Client refuse from the submitted Order?
The Client has the right to cancel the order before the courier has received it by clicking on the cancellation button in the application.
Who is responsible for delivery?
Couriers bear sole responsibility for performing the Delivery Contract, and PilotDelivery does not bear responsibility for that.
How should the Client behave if the credit card that is linked to the PilotDelivery Delivery platform has been stolen and/or a third party has used it for committing an offence?
If the Client suspects that his or her credit card linked to the PilotDelivery Delivery platform has been stolen and/or a third party has used it for committing an offence, the User must notify PilotDelivery about it immediately. Until this kind of notification has been received, PilotDelivery does not bear any responsibility for any kind of fraud that has been committed in the account of the User using the User's credit card by third parties.
What must the client follow when ordering delivery?
The client must follow the legislation applicable in the Republic of Estonia, including
- the courier must be aware of illegal handling of narcotic and psychotropic substances as well as firearms and ammunition.
- the courier must be aware of the requirements that are valid when purchasing alcohol, tobacco, energy drinks, and other products that, according to the valid legislation, require age identification. If a Client wants to order the goods that require age identification, he/she must confirm and/or prove his/her age in the course of placing the order. In addition to that, the Courier delivering the Order may refuse from handing over the goods if the Client does not submit an ID document that could prove that the Client is old enough for purchasing the goods legally.