Terms of service

These terms govern every consignment carried by Udan Express Pvt Ltd. (“Udan Express”, “we”) for you (“the sender”). Handing us a parcel, booking through the merchant panel, or calling our API constitutes acceptance of them.

Where you hold a signed contract with us, that contract prevails wherever it differs from these terms. Where it is silent, these terms fill the gap.

We collect a consignment from the address you nominate, carry it through our network, and deliver it to the recipient address you provide, against the service level you selected at booking.

• Delivery windows are published per zone and are working days, excluding Saturdays and public holidays.
• A promise date is an undertaking of ordinary diligence, not a guarantee against events outside our control.
• Express service carries a specific remedy for lateness — see clause 09.

You are responsible for the accuracy and lawfulness of what you give us. Specifically, you undertake that:

• The recipient name, mobile number and address are accurate and complete.
• The declared contents are truthful and the declared value reflects the actual value.
• The consignment contains nothing on our prohibited list and nothing unlawful under Nepali law.
• The goods are packed adequately for road transport, including on unsealed roads.

A consignment refused at collection for breaching this clause is your cost, not ours. Where a false declaration causes a seizure, penalty or loss, you indemnify us for it — including for the compliant portion of the same consignment.

Charges are calculated from the published rate card at the moment of booking: zone base rate, chargeable weight, service multiplier, applicable surcharges, any contract discount, then VAT at 13% applied last.

• Chargeable weight is the greater of actual weight and volumetric weight (L × W × H ÷ 5,000).
• Where our re-measurement differs materially from your declaration, the corrected figure applies and you are notified.
• The fuel surcharge is reviewed monthly and published before it takes effect.
• Nothing may appear on an invoice that was not available on the quote.

Where you select cash on delivery, we collect the amount you specify from the recipient and hold it on your behalf. It is credited to your ledger when the delivery is recorded, and settled to your registered bank account on the agreed weekly cycle, net of our charges.

• Collected cash is held on trust for you and is not treated as our working capital.
• The COD amount is locked at pickup and cannot be varied in transit.
• The maximum COD amount is Rs 200,000 per consignment unless agreed in advance in writing.
• The COD handling charge is never applied to an amount that was not collected.
• Settlement is made only to the bank account verified against your business registration.

We attempt delivery up to three times. Each attempt is recorded with its reason and is visible to you on the tracking record.

• Delivery to an adult at the address, including a family member or an authorised neighbour, discharges our obligation.
• After three failed attempts, or after ten days on hold, the consignment is returned to you.
• The return leg is charged as a separate movement at the standard rate for that route.

We do not carry cash, negotiable instruments, precious metals and stones, live animals, narcotics, weapons, ammunition, explosives, flammable or corrosive substances, human remains, or anything prohibited under Nepali law. The full and current list is published at prohibited items.

We may open and inspect any consignment where we reasonably suspect a breach, and may refuse, hold or surrender it to the authorities as the law requires.

Our liability for loss or damage is limited to the lesser of the declared value and Rs 5,000, unless you purchased declared-value cover at booking, in which case it is limited to the declared value.

• Under-declaring the value caps your recovery at the declared figure.
• We are not liable for indirect or consequential loss, including lost profit or lost customers.
• We are not liable for delay caused by weather, landslide, road closure, strike, bandh, or any act of a public authority.
• We are not liable for damage arising from inadequate packing by the sender.

Claims for loss or damage must be reported within seven days of the delivery date, or of the last recorded attempt where the consignment was not delivered.

• A claim requires the tracking number, evidence of value, and photographs where damage is alleged.
• We give a decision in writing within fifteen working days of receiving a complete claim.
• Where an express consignment misses its promised window and is reported within seven days, we refund the express premium — the difference between the express and standard rate for that consignment.

You are responsible for the security of your account credentials and API keys, and for the actions of staff you grant access to. Notify us immediately of any suspected compromise so keys can be revoked.

Changes to your settlement bank account require verification and a second approver on our side, and are recorded in the audit log. This is a fraud control and will not be waived for urgency.

Either party may end the relationship at any time on written notice. There is no minimum term and no exclusivity.

We may suspend an account immediately where we reasonably suspect fraud, a breach of the prohibited items clause, or unlawful use. On termination, any balance owed to you is settled in the next scheduled cycle after consignments in transit have completed.

We process recipient names, phone numbers and addresses solely to carry out delivery, and retain them for the period stated in our privacy policy. You confirm you have a lawful basis to give us the personal data you submit.

We may update these terms. Material changes are published here with a revised date and notified to account holders by email at least fourteen days before they take effect. Consignments already in transit are governed by the terms in force when they were booked.

These terms are governed by the laws of Nepal, and the courts of Kathmandu have exclusive jurisdiction.

Before commencing proceedings, both parties agree to attempt resolution in good faith — raise it with your account manager or with our operations manager, which is a normal request and will not be treated as an unusual one.

Udan Express Pvt Ltd.
Tinkune, Ward 32, Kathmandu 44600
Bagmati Province, Nepal

Toll free 1660-01-55555 · Office +977-1-5970700 · support@udanexpress.com