Terms & Conditions — clear on terms, before we move a thing

Every shipment we handle — pets, household goods, air or sea freight — runs on the same principle: you should know exactly what we're responsible for, and where that responsibility ends, before you accept a quote. This page sets out both, service by service.

Pet Relocation • Household & Personal Effects • Air & Sea Freight Cargo • Payment & Cancellation • Governing Law

Different Moves. Different Terms

Pick the one that matches your move.

Household Shipments

Coming to Nepal

Pet Shipments

Coming to Nepal

Household Shipments

Leaving Nepal

Pet Shipments

Leaving Nepal

Household Shipments

Coming to Nepal

Covers household goods and personal effects arriving into Nepal by air or sea, where Orient manages destination handling on behalf of the client, whether that’s the owner directly or someone formally authorized to act for them.

Payment terms are agreed with Orient and confirmed in your written quote.

Terms and Conditions

Scope of Service

Tracking and coordination with the origin agent or forwarder.
Customs clearance coordination with Nepali authorities.
Port, airport, or dry-port handling, and transport to the client’s address.
Unpacking and debris removal, only if included in the quote.
Handover with a signed delivery receipt.

Where Orient Is Not Liable

Customs holds, inspections, valuation disputes, seizures, or confiscation.
Loss, damage, or delay before Orient takes possession, including origin packing quality.
Inherent defects, normal wear, and client-packed items, unless Orient’s handling caused the damage.
Undeclared cash, jewelry, documents, or valuables.
Inaccurate or late information from the client or origin agent.
Force majeure: weather, strikes, blockades, government action, war, natural disaster.
Delays, storage, demurrage, penalties, or loss of exemption arising from missing, late, incorrect, or unsigned documents.
Refusal or rejection of an exemption by the authorities.

Client Responsibilities

Provide an accurate inventory, passport/visa copies, and customs documents before arrival.
Declare all items honestly. Do not ship prohibited or restricted items. Orient may refuse them.
Pay duties, taxes, storage, and inspection charges.
Be present, or send an authorized representative with written authority, at delivery. Check items against the inventory and note visible damage on the receipt.
Arrange building access, parking, and lift bookings.
The person booking is liable for payment, even when acting for an employer, embassy, or another party.
Provide the exemption letter and authority letter, signed by the client, before arrival.
Provide any additional documents Orient requests, within the deadline given. Orient will notify the client of these in writing.
The client is responsible for the accuracy and authenticity of every document they supply or sign.

Where Orient Is Liable

Negligence by Orient staff or subcontracted crews after Orient takes possession.
Clearance errors caused by Orient’s own mistakes, where correct documents were supplied on time.
Delivery delays caused by Orient after clearance.

Liability cap

Insurance is the client’s responsibility. Orient recommends full-value transit insurance, confirmed in writing before the goods leave origin.
No insurance, no liability. If the client does not insure the shipment, Orient is not liable for loss or damage, and the client must sign a written waiver and give it to Orient before the shipment is handled.
Claims are made through the insurer. Please initiate the claim with the insurer and cc us so that we can help in providing documents as per our ability for your claims.
Report loss or damage at delivery, noted on the delivery receipt, or in writing within 7 days of delivery. Claims after that will not be accepted.
Delay and storage. Client-caused delays (missing documents, unavailable address) incur storage, demurrage, and waiting charges as per receipts.

Orient's Responsibilities

Keep the client informed of schedule changes.
Prepare clearance documents accurately from the information and signed documents the client supplies.
Tell the client in writing which additional documents are required, as soon as Orient becomes aware of them.
Use competent crews and suitable vehicles.
Give a written estimate of destination charges before arrival and notify the client before any extra charge.

Household Shipments

Leaving from Nepal

Acceptance of an Orient quote means acceptance of these terms. Last updated: Oct 12,2026.

Covers household goods and personal effects leaving Nepal by air or sea, where Orient arranges packing, export handling, and handover to the carrier on behalf of the client, whether that’s the owner directly or someone formally authorized to act for them.

Cancellations after Orient has incurred costs (booking, clearance filing, labor, vehicles) are billed at actual cost. These terms are governed by the laws of Nepal. Disputes go to the courts of Nepal

Payment terms are agreed with Orient and confirmed in your written quote.

Terms and Conditions

Scope of Service

Survey, inventory, packing, and loading at the client’s address in Nepal.
Export clearance coordination with Nepali authorities.
Transport to the airport, port, or dry-port and handover to the carrier or forwarder.
Documentation support for destination import clearance, where included in the quote.

Where Orient Is Not Liable

Customs holds, inspections, seizures, or export or import permit and exemption refusals.
Delays, storage, penalties, or loss of exemption arising from missing, late, incorrect, or unsigned documents.
Carrier-caused delay, loss, or damage after handover, including handling by the destination agent.
Destination customs, duties, taxes, or import restrictions.
Inherent defects, normal wear, and owner-packed items.
Undeclared cash, jewelry, documents, or valuables.
Inaccurate or late information from the client.
Force majeure: weather, strikes, blockades, government action, war, natural disaster.

Client Responsibilities

Provide the exemption letter and authority letter, signed by the client, before export clearance, together with passport copies and visa details.
Provide any additional documents Orient requests, within the deadline given. Requests are confirmed in writing (email or WhatsApp counts).
Be responsible for the accuracy and authenticity of every document supplied or signed.
Declare all items honestly. Do not ship prohibited or restricted items, including weapons, narcotics, and wildlife products. Antiques, religious or cultural artifacts, and certain handicrafts may need permits that the client must obtain first.
Confirm the destination country’s import rules, duties, and restrictions.
Be present, or send an authorized representative with written authority, during packing and loading. Sign the inventory.
Arrange building access, parking, and lift bookings.
Items packed by the owner are accepted without inspection. Orient has no responsibility for their contents or condition.
The person booking is liable for payment, even when acting for an employer, embassy, or another party.

Where Orient Is Liable

Clearance errors caused by Orient’s own mistakes, where correct documents were supplied on time.
Failure to book confirmed space after payment and documents were received on time. The remedy is rebooking on the next available service.

Insurance, Liability and Claims

Insurance is the client’s responsibility. Orient recommends full-value transit insurance, confirmed in writing before the goods are loaded.
No insurance, no liability. If the client does not insure the shipment, Orient is not liable for loss or damage, and the client must sign a written waiver and give it to Orient before the shipment is handled.
Orient’s responsibility for the goods ends at handover to the carrier or forwarder.
Claims are made through the insurer. Please initiate the claim with the insurer and cc us so that we can help in providing documents as per our ability for your claims.
Report loss or damage at delivery at destination, noted on the delivery receipt, or in writing within 7 days of delivery. Claims after that will not be accepted.
Delay and storage. Client-caused delays (goods not ready, missing documents) incur rebooking, storage, demurrage, and waiting charges as per receipts.

Orient's Responsibilities

Pack with suitable materials and prepare the inventory with the client.
Use competent crews and suitable vehicles.
Prepare export documents accurately from the information and signed documents the client supplies.
Tell the client in writing which additional documents are required, as soon as Orient becomes aware of them.
Keep the client informed of booking status and delays.

Pet Shipments

Leaving Nepal

Covers pets traveling by air out of Nepal, where Orient arranges the shipment on behalf of the client — whether that's the pet owner directly or someone formally authorized to act for them.

100% prepayment of our total invoice value is required before the flight. The airfreight is 100% non-refundable but the booking can be changed as per the costs of the airlines.

Terms and Conditions

Scope of Service

Booking of cargo space with the relevant airline(s).
Sourcing or advising on an IATA-compliant travel crate suited to the pet's breed, weight, and dimensions.
Coordination with the client's veterinarian for health certification and vaccination timelines.
Assistance preparing export permit and destination-country import documentation (submission and approval remain governed by Where Orient is Liable).
Ground transport of the pet from the client's location to the airport of departure.
Check-in facilitation and handover to airline cargo/live animal handling staff.
Disclose any destination-country breed restrictions or bans. Orient will flag known restrictions and give updates on jurisdiction's new rules.

Orient's Responsibilities

Book and hold confirmed cargo space once required documentation and payment are received.
Use airline-approved ground handlers and transport at all stages under our direct control.
Communicate booking status, documentation requirements, and any changes promptly.
Prepare paperwork accurately based on information supplied by the client.

Client Responsibilities

Provide complete and accurate information on breed, age, weight, temperament, and existing health conditions at the time of booking.
Complete all veterinary visits, vaccinations, and health checks within the timelines communicated by Orient. Missed windows can void airline or destination eligibility.
Acclimatize the pet to the travel crate ahead of the shipment date, where advised.
Settle permit, quarantine, and airline fees as invoiced, on the agreed schedule.
Be reachable and responsive during the 48 hours preceding departure for time-sensitive confirmations.

Liability cap

Where Orient is found liable under Clause (Where Orient is Liable), its total liability in respect of that shipment shall be limited to the service fees paid to Orient, exclusive of third-party costs already disbursed on the client's behalf (including airline, permit, and quarantine fees).

Where Orient Is Liable

Direct negligence by Orient staff or subcontracted handlers in the physical handling of the pet or crate.
Paperwork errors caused by Orient's own preparation mistakes (not errors originating from client-supplied information).
Defects in a crate supplied by Orient, where the defect caused harm or rejection at check-in.
Failure to book confirmed cargo space after full documentation and payment were received on time. Remedy is rebooking on the next available flight (see cap note below).

Where Orient Is Not Liable

Airline-caused delays, cancellations, rerouting, or seasonal embargoes (e.g. summer heat embargoes on live animal cargo).
Destination-country customs, quarantine holds, or import permit rejection — the import permit is the legal obligation of the importer/receiving party, not Orient.
Pre-existing health conditions, or death/injury from natural causes or in-transit stress not caused by mishandling.
Consequences of incorrect, incomplete, or late information supplied by the client (breed status, vaccination lapses, banned-breed status).
Behavioral incidents in transit, including self-injury, not caused by Orient's handling.
Force majeure events (weather, strikes, government action, war, natural disaster).

Pet Shipments

Coming to Nepal

Covers pets arriving into Nepal by air freight, where Orient manages the shipment on behalf of the client — whether that's the pet owner directly or someone formally authorized to act for them.

100% pre-payment of our total invoice value is required before the delivery.

Terms and Conditions

Scope of Service

Coordination with the origin-country agent or airline to track the shipment and confirm arrival schedules.
Import permit and customs clearance coordination with Nepali authorities on arrival.
Liaison with quarantine authorities where a holding period or inspection is required.
Ground transport of the pet from the airport to the client's address in Nepal.
Handover of the pet along with all supporting documentation.

Orient's Responsibilities

Track the shipment and keep the client informed of schedule changes.
Prepare and submit clearance documentation accurately based on information and permits supplied by the client.
Use airline-approved ground handlers and transport for collection and delivery.
Coordinate directly with Nepali customs and quarantine authorities on the client's behalf during clearance.

Client Responsibilities

Provide accurate export documentation, vaccination records, and health certificates issued at origin, in time for Orient to review before arrival.
Settle customs duties, quarantine fees, and any inspection charges as invoiced by the relevant authority.
Be present, or have an authorized representative present, to receive the pet at the agreed time and location.
Flag in advance if the pet has any condition requiring special handling on arrival.

Liability cap

Where Orient is found liable under Clause (Where Orient is Liable), its total liability in respect of that shipment shall be limited to the service fees paid to Orient, exclusive of third-party costs already disbursed on the client's behalf (including airline, customs, and quarantine fees).

Where Orient Is Liable

Direct negligence by Orient staff or subcontracted handlers in the physical handling of the pet during collection, clearance, or delivery.
Clearance documentation errors caused by Orient's own preparation mistakes, where correct information and a valid permit were supplied on time.
Delays in delivery to the client caused directly by Orient's scheduling or handling failures, once the pet has cleared customs and quarantine.

Where Orient Is Not Liable

Customs or quarantine holds, inspection outcomes, or holding-period conditions set by Nepali authorities.
Airline-caused delays, cancellations, or rerouting at origin or in transit.
Pre-existing health conditions, or death/injury from natural causes or in-transit stress not caused by Orient's mishandling.
Consequences of inaccurate or late documentation supplied by the client or the origin-country agent.
Force majeure events (weather, strikes, government action, war, natural disaster).