Terms & Conditions
of Service

Shipper-Arranged Insurance:
Insurance for the value of the shipment is mandatory and must be arranged by the Shipper prior to dispatch. Hulak Express does not automatically insure shipments. We strongly recommend that all shipments be fully insured against loss, damage, and theft.

Limited Liability:
For all international shipments declared as gifts with a maximum value of $100, our liability for loss is strictly limited to $100 per shipment or the actual value of the contents (whichever is lower), unless additional insurance was purchased by the Shipper.

The maximum compensation for a lost parcel, where no additional insurance was purchased, is USD 100.

Specific Damage Exclusions:
Hulak Express shall not be liable for damage resulting from the nature of the items shipped. Specifically:

• Leakage & Contamination: No refund or compensation will be provided for parcels damaged due to leakage of contents such as oil, honey, ghee, or other liquids. The Shipper is solely responsible for ensuring such items are packaged to prevent leakage.
• Fragile Items: No refund or compensation will be provided for damage to fragile items, including but not limited to glass, ceramics, ornaments, electronics, and other breakable objects. We strongly recommend professional packaging and separate insurance for such items.
• Perishable Goods: No liability is accepted for spoilage, deterioration, or loss of perishable items including but not limited to food, flowers, and biological materials.

Force Majeure:
Hulak Express Pvt. Ltd. shall not be liable for any loss, damage, or delay caused by circumstances beyond our reasonable control, including but not limited to: airline delays, weather conditions, acts of God, war, civil unrest, strikes, governmental actions, or customs processing delays.

Non-Compliance:
Hulak Express Pvt. Ltd. shall not be liable for any loss or damage to shipments in the event of the Shipper's non-compliance with these terms and conditions.

Claim Filing:
All claims for loss or damage must be submitted in writing within 14 days of the shipment's expected delivery date. Claims submitted after this period will not be considered.

The following items are strictly prohibited and are highly likely to be seized or rejected:

Any other item deemed prohibited by the destination country's customs authority or by international shipping regulations.

Service Methods by Destination:

• United Kingdom, Europe, United States of America, Canada, Australia, New Zealand, Hong Kong: Typically serviced via our FCL (Full Container Load) and LCL (Less than Container Load) shipping partners.
• Cyprus, Rest of the World*: Typically serviced via Aramex & other global shipping partners.

Parcel Tracking:

• Aramex, DHL, Yamato, Sagawa, UPS: A tracking number is generated immediately upon dispatch and becomes active within 24 hours.
• Economy Service / FCL & LCL: The tracking number is generated after successful customs clearance at the transit hub (e.g., United Kingdom, Germany, Dubai, Qatar, Malaysia, Netherlands). Once cleared, parcels are handed over to our final-mile partners (e.g., DPD in Europe, FedEx, UPS in United States of America/Canada, DPEX in Australia & New Zealand).

Estimated Delivery Time Frames:
The following are average delivery time frames for our successfully delivered shipments. These time frames may vary due to airline delays, customs processing, or other unforeseen circumstances.

Our standard transit time estimates do not account for potential variations due to customs processing, airline scheduling, or other external factors.

Customs Clearing Schedule:

• United Kingdom, Europe: Tuesday & Friday
• Hong Kong: Friday & Tuesday
• United States of America, Canada, Australia, New Zealand: Daily (clearance may take 2–3 days due to cargo load)
• Cyprus, Rest of the World*: Daily (clearance may take 2–3 days due to cargo load)

Remote Area Delivery:
A surcharge of USD 50 per shipment will be applied for deliveries to remote areas, subject to service availability. Please check with our team to confirm if your destination is classified as remote.

Island Surcharge:
A flat fee of USD 100 will be charged per shipment destined for any island location.

International Shipping & Delivery Information:
This service is available within city areas, subject to carrier availability. If our primary carrier is unavailable at your location, we will automatically advise you of the nearest available pickup point via your tracking details.

Handling International Tracking Errors:
For international shipments, certain delivery exceptions—such as "Failed Delivery," "Invalid Address," or "Pickup Requested"—must be resolved by the recipient abroad.

Your Action Required: If you see such an alert on your tracking, please contact the local carrier's pickup location directly to resolve the issue and arrange for final delivery. This is the fastest way to correct the problem.

Our Support: Our team also manually monitors these errors and will attempt to contact you via email or other available means to provide guidance. However, please note that this process can be lengthy, and direct action from you is often required for a timely resolution.

Accuracy of Information:
By providing your details, you confirm that the recipient's address, name, and phone number have been verified and are correct in your country's format. It is the Shipper's sole responsibility to ensure all address details are accurate and complete.

Failed Deliveries & Returns:
We are not liable for failed deliveries due to incorrect address, recipient unavailability, or refusal. Any packages that cannot be successfully delivered will be returned to our facility.

Associated Charges:
All resulting charges, including but not limited to return shipping, storage fees, and any fees for subsequent re-delivery attempts, will be billed additionally to the Shipper.

Shipper's Responsibility:
It is the Shipper's responsibility to provide updated instructions and settle all outstanding charges for us to process returned or re-deliver packages.

Recipient Contact:
We recommend that the Shipper ensure the recipient is available to receive the shipment and has provided accurate contact information. Our shipping partners may attempt delivery multiple times before returning the package.

Investigation Period for "Delivered" Status:
Once the tracking information for a shipment is updated to "Delivered" or an equivalent final status by the final-mile delivery partner (e.g., DPD, FedEx, UPS), it is considered proof of delivery.

The Shipper or recipient must notify Hulak Express in writing (via email or our official support channel) within 48 hours of the tracking status changing to "Delivered" if the recipient has not physically received the parcel.

Actions Taken:
Upon receiving a timely dispute, we will:

1. Open a formal investigation with the final-mile delivery partner.
2. Request proof of delivery (POD), which may include a geolocation stamp, a signature, or a photo of the delivered parcel.
3. Provide you with updates as the investigation progresses.

After the 48-Hour Window:
Disputes raised more than 48 hours after the "Delivered" status update will be considered on a case-by-case basis. However, the ability to successfully investigate and resolve the issue diminishes significantly after this period, and the likelihood of a successful claim is greatly reduced.

Resolution:
The outcome of the carrier's investigation is final. If the carrier confirms an error in their delivery, we will process a claim according to our Liability & Insurance clause (Section 1). If the carrier provides valid Proof of Delivery, Hulak Express's liability for that shipment is considered fulfilled.

Recipient's Preliminary Checks:
Before filing a dispute, we strongly advise the recipient to:

• Check with neighbors or household members.
• Check all possible secure locations around the delivery address (e.g., porch, garage, behind plants, reception desk).
• Contact the local carrier's office directly using the tracking number, as they often have more precise internal delivery notes.
• Verify that the delivery address is complete and matches the format used by the local postal service.

Right to Amend Rates:
Hulak Express Pvt. Ltd. reserves the unequivocal right to amend, update, or withdraw any rate, charge, or fee schedule published herein, at its sole discretion and at any time. Such changes shall be effective immediately upon implementation and without the requirement of prior notification to customers or other third parties.

Commercial Shipments:
Shipments destined for commercial locations are subject to specialized freight pricing and require a separate quotation. Please contact our commercial team for a tailored quote.

Weight & Size Limits:
The billable weight, determined by the greater of actual or volumetric weight (L×W×H in cm / 5000), must not exceed the following limits per destination:

Additional Charges:

• Standard Packaging Charge: All parcels are subject to a standard packaging charge.
• Customs & TIA Charges: Shipments with a total weight exceeding 5KG will incur custom clearance and TIA (Tribhuvan International Airport) charges.
• Medicinal Surcharge: Additional surcharges apply for shipments containing medicine (normal and super). Contact our team for a quotation.
• Liquid Surcharge: Additional surcharges may apply for parcels containing liquid items.
• Oversized Surcharge: Parcels exceeding standard size dimensions may incur additional handling fees.

Shipper's Obligation:
The Shipper is solely responsible for the accuracy and completeness of all customs documentation, including but not limited to commercial invoices, packing lists, and any required permits or licenses.

Customs Declaration:
The Shipper must provide a true and accurate declaration of the contents, value, and purpose of the shipment. Any misdeclaration may result in legal consequences and voiding of our liability.

Prohibited and Restricted Items:
It is the Shipper's responsibility to ensure that the shipment does not contain any items prohibited by the destination country's customs regulations. Please refer to Section 2 for a list of commonly prohibited items.

Customs Inspection:
Hulak Express reserves the right to open and inspect any shipment for customs and security purposes. By using our services, you consent to such inspections.

Hulak Express Pvt. Ltd. shall not be held responsible for any failure or delay in the performance of its obligations due to events beyond its reasonable control, including but not limited to:

• Natural Disasters: Earthquakes, floods, fires, hurricanes, tsunamis, volcanic eruptions, and other natural catastrophes.
• Pandemics & Epidemics: Public health emergencies, quarantine restrictions, and government-imposed travel bans.
• War & Civil Unrest: Armed conflict, terrorism, riots, civil commotion, and political instability.
• Governmental Actions: Customs delays, import/export restrictions, embargoes, sanctions, and changes in laws or regulations.
• Transportation Disruptions: Airline cancellations, port closures, fuel shortages, and transportation network failures.
• Labor Disputes: Strikes, lockouts, and work stoppages affecting our shipping partners or infrastructure.
• Technological Failures: System outages, cyber-attacks, and infrastructure failures.

In the event of a Force Majeure event, Hulak Express will make reasonable efforts to minimize the impact on our customers and will provide updates as soon as practical. However, we shall not be liable for any resulting loss, damage, or delay.

Governing Law:
These Terms and Conditions shall be governed by and construed in accordance with the laws of Nepal. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Kathmandu, Nepal.

Arbitration:
In the event of any dispute, the parties shall first attempt to resolve the matter amicably through negotiation. If the dispute cannot be resolved within 30 days, it shall be referred to arbitration in accordance with the Nepal Arbitration Act. The arbitration shall be conducted in Kathmandu, Nepal, and the language of the arbitration shall be English.

Severability:
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Waiver:
The failure of Hulak Express to enforce any provision of these Terms and Conditions shall not constitute a waiver of that provision or any other provision.

Right to Amend:
Hulak Express Pvt. Ltd. reserves the right to amend, update, or modify these Terms and Conditions at any time without prior notice. The most current version of these terms will be available on our website at hulakexpress.com/terms_conditions.html.

Effective Date:
Changes to these terms become effective immediately upon publication. Your continued use of our services following any changes constitutes your acceptance of the updated terms.

Notification:
While we will make reasonable efforts to notify customers of significant changes via email or through our website, it is the Shipper's responsibility to review these terms periodically.

Contact for Questions:
If you have any questions or concerns about these Terms and Conditions, please contact our customer support team using the information provided in the contact section below.