Claims & Damage Policy

Scope of This Policy

This policy describes how Novantis handles claims related to our coordination support services. Claims for cargo loss, damage, delay, or non-delivery must be filed directly with the responsible third-party provider (carrier, freight forwarder, customs broker, or other service provider) under their applicable terms and liability policies.

Third-Party Provider Liability

All transportation, customs, warehousing, insurance, and related services are performed by independent third-party providers. These providers are solely responsible for cargo in their custody and for any loss, damage, or delay that occurs during their service. Their liability is governed by their own terms, conditions, and applicable law (including international conventions such as the Carriage of Goods by Sea Act, Montreal Convention, or CMR, as applicable).

Coordination Support Claims

If you believe Novantis failed to perform its coordination support obligations (e.g., failure to communicate, failure to submit documentation on your behalf as agreed), please contact us in writing at [email protected] within 30 days of the event giving rise to the claim. We will review and respond within a reasonable time.

Limitation of Liability

To the fullest extent permitted by applicable law, Novantis Trade Group LLC's liability for any claim arising from coordination support services shall not exceed the fees paid by the client to Novantis for the specific service giving rise to the claim. Novantis is not liable for cargo loss, damage, delay, customs penalties, or any consequential damages caused by third-party providers.