Effective Date: May 1st, 2025

Welcome to ReturnPilot ("we", "us", "our"), operated by VibeScape Ltd.

By accessing or using our services, you agree to comply with and be bound by these Terms and Conditions ("Terms"). If you do not agree with any part of these Terms, then you should not use our services.

Overview

ReturnPilot provides a platform for facilitating the return shipment of e-commerce order line items via third-party carriers.

This functionality is provided in part via our shipping partner (Shippo). Therefore, you will require and must maintain, a Shippo account.

We will assist you in the creation of a Shippo account as part of the ReturnPilot enrollment process.

Operations

Account creation

To use certain services, you may be required to create an account. You must provide accurate, current, and complete information and maintain the security of your account credentials.

Order accuracy

You agree to provide correct shipping, billing information, and other details related to your orders. We are not responsible for delays or issues arising from inaccurate information.

Order updates

Upon a return being scheduled, you may receive a confirmation email, as well as additional emails as the status of a shipment changes.

Shipping

Since ReturnPilot only facilitates a return shipment (via Shippo), we are not liable for delays, damages, or losses during transit.

We are not responsible for issues arising from unsuccessful deliveries.

Please note that shipping times may and will vary depending on the carrier and the destination address.

Financial

Pricing

Prices are separated into two categories.

The first, is the cost of the shipment as determined by the carrier, along with Shippo's own separate charges (if any).

The second, is a transaction / service fee that we charge to facilitate the return shipment. The price of this fee is listed on the ReturnPilot website.

Prices may change without prior notice, but changes will not affect return shipments that are already scheduled.

Payment

Payments are due at the time a return is scheduled.

We accept various payment methods, and you agree to provide accurate payment information at all times.

We are not responsible for any fees, taxes, or charges that may be imposed by your payment provider.

Valid disputes

Genuine disputed payments will be respected, however disputes should always be the last resort. You agree to contact and wait for a response from our support team prior to filing any dispute.

Invalid disputes

We do not tolerate fraud.

Any attempt to dispute a valid charge or file a chargeback without legitimate cause will be regarded as an act of theft.

If you initiate a chargeback or dispute that we determine to be baseless or malicious, we will respond with the full force of our legal resources.

By using our service, you irrevocably authorize us to collect and retain all relevant information and logs associated with your transaction, including but not limited to IP addresses, session activity, relevant communication history, and any relevant billing data.

This information may be submitted to banks, payment processors, and law enforcement agencies as evidence of fraud.

If you commit chargeback fraud:

• We will ban you permanently from all current and future services.
• We will forward your information to collections agencies, and you will be liable for the original charge plus all fees, including legal, administrative, and collection costs.
• We reserve the right to pursue civil and criminal action in your jurisdiction, with no limitation on damages sought.

In addition, we actively share fraudulent user data (including names, email addresses, IP addresses, and billing details) with internal fraud databases and platforms used across multiple industries.

Insurance

In order to keep your costs at a minimum, we do not currently provide a mechanism for requesting insurance for your returns.

You may be able to add insurance after the fact on a per shipment basis via your Shippo account, however this is outside the scope of ReturnPilot.

Limitation of liability

To the fullest extent permitted by law, ReturnPilot is not liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of our services, including delays, loss, or damage.

Our liability is limited to the value of the service provided, and we are not responsible for any loss or damage beyond that.

Intellectual property

All content, including text, images, logos, and software, on our website is the property of ReturnPilot or its licensors and is protected by copyright and other intellectual property laws. You may not use, reproduce, or distribute any content without our written consent.

Termination

We reserve the right to suspend or terminate your access to our services at any time if you violate these Terms or for any other reason, without prior notice. Upon termination, you will no longer have access to your account and any return shipments in progress.

Compliance

Should we be served with a subpoena, warrant or other legal action related to you, your shipments, or this agreement, then you agree to pay our actual costs and reasonable attorneys’ fees incurred as a result of our attorneys’ defense of, or compliance with, said actions.

You shall indemnify, defend and hold us harmless, against all claims including, but not limited to any third-party claims.

Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to use our services.

Governing law

These Terms are governed by the laws of the United Kingdom.

Any disputes arising from the use of our services shall be resolved in the courts of the United Kingdom.

Modifications

We may update or modify these Terms at any time. Changes will be posted on this page, and the effective date will also be updated. It is your responsibility to review these Terms periodically.