Cancellation, Changes & Refund Policy

"Collection" means the actual collection of the shipment by the carrier.

Creating a voucher or shipping label, sending the label to the customer or scheduling a collection do not, on their own, constitute actual collection of the shipment.

Without DASH FLEX™

As long as the shipment has not yet been collected by the carrier, the customer may request its cancellation.

In the event of cancellation, the amount paid for the transport is refunded, less a cancellation fee of €9.90.

With DASH FLEX™

As long as the shipment has not yet been collected by the carrier, the customer may request its cancellation without a DASH cancellation fee.

The amount paid for the basic transport service is refunded in full.

Any refund of the amount paid for DASH FLEX™ is governed by the applicable mandatory consumer protection rules and the terms in force at the time the service was purchased.

Before the actual collection of the shipment, and where operationally feasible, changes such as the following may be requested:

• change of collection date,
• change of sender or recipient address,
• change of transport service,
• change of weight or dimensions,
• any other change that requires the booking to be amended or reissued.

Without DASH FLEX™

A handling fee of €7.90 applies to any change that requires an amendment, reissue or new booking.

If the change affects the transport price, the corresponding freight difference also applies.

If the new price is lower, DASH refunds the corresponding difference, where this results from the recalculation of the service.

With DASH FLEX™

The €7.90 handling fee does not apply to eligible changes before collection.

However, if the change affects the transport price, the customer pays any additional freight difference or receives the corresponding refund if the new price is lower.

DASH FLEX™ removes the DASH handling fee. It does not remove any actual difference in the price of the transport service.

Minor corrections that do not require rebooking, reissuing a transport document or recalculating the price are made, where feasible, without a handling fee, regardless of whether DASH FLEX™ has been selected.

DASH decides on a case-by-case basis whether a change is a simple correction or a substantial amendment of the shipment.

The customer is responsible for correctly declaring the actual weight and external dimensions of the shipment.

If the weight or dimensions change before collection, the change rules of Section 2 apply.

If, after collection, the carrier finds a different actual or volumetric weight or different dimensions, any additional charge or adjustment imposed by the carrier is borne by the customer.

Such charges are not covered by DASH FLEX™.

When the carrier is responsible

If the scheduled collection does not take place due to the fault or an operational problem of the carrier, rescheduling is carried out without a DASH charge, regardless of whether DASH FLEX™ has been selected.

When collection fails for a reason relating to the sender

For example, when the sender is absent, the shipment is not ready or suitably packed, or is not available at the agreed location:

Without DASH FLEX™: a handling fee of €7.90 may apply for rescheduling.

With DASH FLEX™: one free collection rescheduling is included. For any subsequent failed collection for a reason relating to the sender, a handling fee of €7.90 may apply.

Any separate charge imposed by the carrier itself is not covered by DASH FLEX™.

DASH FLEX™ is linked to the specific shipment for which it was purchased and is valid from the completion of the booking until the completion of its delivery.

Before collection by the carrier, it provides the change, cancellation and rescheduling benefits described in this Policy.

After collection by the carrier, DASH FLEX™ remains active for permitted delivery changes, provided that they are supported by the carrier and remain technically and operationally feasible at that stage of the shipment.

DASH FLEX™ is linked to the shipment and not exclusively to the person who made the booking. Depending on the nature of the request, its benefits may be used by both the sender and the recipient.

DASH FLEX™ ceases to apply upon completion of delivery or if the shipment enters a final return or cancellation status.

After collection, eligible delivery changes may remain available depending on the carrier, the service, the destination and the stage of the shipment, for example:

• change of delivery date,
• change of delivery address,
• delivery to a Service Point, Locker or Hold for Pickup,
• any other delivery option supported by the carrier.

Without DASH FLEX™

Where DASH intervention is required to carry out the request, a DASH handling fee of €7.90 may apply.

With DASH FLEX™

The corresponding DASH handling fee does not apply.

DASH FLEX™ does not guarantee that a particular change is available; the rules of the carrier, the service, the destination and the stage of the shipment apply.

If the change creates a significant additional carrier charge, a freight difference or a new/additional transport service, the corresponding charge still applies. Where feasible, DASH informs the customer before carrying out the change.

Once a shipment has already been collected by the carrier, returning it to the sender is not considered a cancellation of the original shipment.

A return to the sender is not treated as a simple delivery change under DASH FLEX™ and may constitute a new or additional transport service, at the return freight rate in force at the time or the charges imposed by the carrier, plus a DASH handling fee of €7.90 where handling by DASH is required.

DASH FLEX™ does not cover the return freight or other carrier charges.

A change from one service to another before collection, for example from Standard to Express or vice versa, can be made provided the new service is available.

Without DASH FLEX™: a handling fee of €7.90 and the corresponding freight difference apply.

With DASH FLEX™: the €7.90 handling fee does not apply, but any freight difference still applies.

The customer must provide accurate details for the shipment, including, for example:

• addresses and contact details,
• number of pieces,
• weight and dimensions,
• contents,
• declared value where required,
• information required for customs procedures.

Additional charges arising from incorrect or incomplete details after collection are not covered by DASH FLEX™.

Where a right to a refund arises under this Policy, the refund is, as a rule, made using the same payment method used for the original transaction, where technically feasible.

The time it takes for the refund to appear also depends on the customer's payment provider or financial institution.

Any statutory consumer rights relating to refunds are not limited by this Policy.

DASH FLEX™ is an optional, shipment-level flexibility add-on service from DASH. It is linked to the specific shipment for which it was purchased and follows it from booking until completion.

It cannot be transferred to another shipment or booking. Where appropriate, it may be used by both the sender and the recipient.

For the price shown at the time of purchase, DASH FLEX™ provides, in accordance with the terms of this Policy:

• changes before collection without a DASH handling fee,
• cancellation before collection without a DASH cancellation fee,
• one free rescheduling in the event of a failed collection for a reason relating to the sender,
• eligible delivery changes after collection without the corresponding DASH handling fee.

DASH FLEX™ is not insurance and does not cover loss, damage, delay, duties, taxes, storage charges, adjustments of actual or volumetric weight or dimensions after collection, return to the sender as a new/additional transport, or changes not supported by the carrier.

Any freight difference, significant carrier charge or other external charge still applies where it arises.

Selecting DASH FLEX™ is optional and is not required to purchase the basic transport service.

Nothing in this Policy limits or excludes rights granted to the consumer on a mandatory basis by applicable law.

For contracts for the transport of goods that provide for a specific date or period of performance, the exception from the right of withdrawal provided for by applicable law may apply.

The application of any statutory exception or other mandatory right is assessed according to the characteristics of the specific transaction and the legislation in force at the time.

The commercial cancellation and change terms described in this Policy do not limit rights that the consumer has on a mandatory basis by law.

Change or cancellation requests must be submitted to DASH as soon as possible.

Cancellation and booking changes before collection must be requested before the actual collection of the shipment by the carrier.

Requests for delivery changes after collection must be submitted while the shipment is still active and before its completion. Availability depends on the stage of the shipment and the carrier's capabilities.

A suitable request may be submitted by the sender or the recipient. Before carrying out a change that affects delivery, DASH may request sufficient details to verify the shipment and the requester.

To determine whether a request was submitted before or after collection, the available booking and transport process data are taken into account.

Requests can be submitted through DASH's official contact channels during its business hours.