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.

Pet Shipments

Leaving Nepal

Pet Shipments

Coming to Nepal

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). This limitation reflects standard practice within the relocation industry; the specific amount remains subject to your confirmation prior to publication.

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). This limitation reflects standard practice within the relocation industry; the specific amount remains subject to your confirmation prior to publication.

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).