Terms of service

1. Booking & shipment information

By booking a shipment with Pigeon Worldwide (operated by Pigeon Courier), the sender agrees to these terms on behalf of themselves and the receiver.

The sender is responsible for accurate sender and receiver details, a truthful description and value of the contents, and correct HS codes where provided. Incorrect or incomplete information can cause delays, extra charges or seizure by customs.

Shipments are accepted subject to inspection. We may open and inspect any parcel, and may refuse or hold any shipment that does not comply with these terms or applicable law.

2. Rates, weight & surcharges

Rates shown online are estimates based on the details entered. The final charge is based on the chargeable weight verified at our hub — the higher of actual weight and volumetric weight (L × W × H in cm ÷ 5,000), rounded up to the next 0.5 kg.

Remote-area surcharges, special-goods handling charges, re-packing and address-correction charges may apply and will be communicated before dispatch.

GST is charged as applicable. Prices are in Indian Rupees.

3. Payment

Payment is due at booking or at pickup unless you have an approved credit account. Shipments may be held at the hub until payment is received.

Additional charges arising from weight differences, customs requirements or return shipments are payable by the sender.

4. KYC & export documentation

Indian customs requires a valid KYC document (Aadhaar, PAN, passport, voter ID, driving licence, or GSTIN / IEC for businesses) for every export shipment. The sender authorises us to use these documents for customs filing.

Commercial shipments require a commercial invoice, and where applicable GSTIN and IEC. Personal shipments require a proforma invoice listing each item and its value.

5. Prohibited & restricted items

Items listed on our prohibited items page, and any items prohibited by the International Air Transport Association (IATA), Indian law or the destination country, will not be accepted.

Restricted items such as medicines, electronics with batteries, liquids and food are accepted only with the required documents and packing, and may attract handling charges.

The sender is liable for all costs, fines and consequences arising from shipping undeclared, misdeclared or prohibited items.

View the prohibited & restricted items list →

6. Customs, duties & taxes

Import duties, taxes and customs fees at the destination are payable by the receiver unless a DDP (Delivered Duty Paid) service is chosen and paid for.

If the receiver refuses to pay duties or the shipment is refused or unclaimed, the sender is responsible for duties, storage, return (RTO) or disposal charges.

Customs authorities may inspect, delay or detain shipments. We will assist with documentation but cannot control customs decisions or timelines.

7. Transit times

Transit times shown are estimates in working days from dispatch and are not guaranteed. Delays may occur due to customs, weather, flight availability, remote locations, public holidays or events beyond our control.

8. Packing

Goods must be packed to withstand normal handling in air transport. Our team may re-pack parcels for safety; packing material charges may apply. Fragile items are carried at the sender's risk unless professionally packed.

9. Liability & claims

Our liability for loss or damage is limited as set out in your booking confirmation and invoice, and is subject to the terms of the carriers and airlines used to move your shipment. We are not liable for indirect or consequential loss, delays, or loss caused by customs action, inherent defects in goods, or improper packing by the sender.

Claims must be raised in writing with the AWB number, photos and proof of value within 7 days of delivery (or of the expected delivery date for loss).

10. Cancellations & returns

Bookings can be cancelled free of charge before pickup. After pickup, charges for pickup, packing and any processing already done may be deducted. Once a shipment has been dispatched from India it cannot be cancelled, and return charges apply for any RTO.

11. Privacy

We collect sender and receiver details only to deliver shipments, meet customs and legal requirements, and provide support. Details are shared with our delivery network and government authorities only as needed for this purpose. We do not sell personal data.

12. Governing law

These terms are governed by the laws of India. Disputes are subject to the jurisdiction of courts in Chennai, Tamil Nadu.

We may update these terms from time to time; the version on this page at the time of booking applies.