Terms & Conditions

Vlaian Client Terms

Master Client Agreement and Phase 1 Division Schedules

Vlaian Limited · Version 1.0 · 28 September 2026

Part One: Master Client Agreement

1. About this Agreement

1.1This Agreement sets out the terms on which Vlaian Limited, a company registered in Nigeria under registration number RC 1953349, whose registered address is Plot 975, Cadastral Zone A0, Central Business District, Abuja ("Vlaian", "we", "us"), provides services to you (the "Client", "you").
1.2Vlaian trades as Vlaian Group and through its divisions, each of which is a business name of Vlaian Limited. Services provided by any division are provided by Vlaian Limited under this Agreement.
1.3This Agreement consists of:
(a)these general terms;
(b)the Division Schedule for each division through which we serve you; and
(c)each Engagement Letter we issue to you.
1.4If there is any conflict between them, the Engagement Letter prevails over the Division Schedule, and the Division Schedule prevails over these general terms. This order does not apply to clauses 6 (Due Diligence), 11 (Lawful Conduct) and 13 (Limits of Liability), which prevail over everything else.

2. Definitions

In this Agreement:

"Confidential Information" means all information about you, your family, your affairs and your engagements that you give us or that we learn while serving you, and all information about Vlaian's pricing, suppliers, methods and systems that we share with you.

"Deposit" means the portion of the Fee payable before we begin work, as stated in the Engagement Letter.

"Engagement" means a specific piece of work we agree to carry out for you, as described in an Engagement Letter.

"Engagement Letter" means the written document, including any email we send and you accept, that describes an Engagement, its Fee, Deposit, timeline and any specific terms.

"Fee" means our charge for our own services in an Engagement, excluding Supplier Costs and taxes.

"Supplier" means any third party that provides goods or services forming part of an Engagement. This includes airlines, hotels, aviation operators, transport providers, embassies, visa application centres, licensed immigration practitioners, schools, makers, retailers and couriers.

"Supplier Costs" means the amounts charged by Suppliers, including government and visa centre fees, fares, accommodation, goods, duties and delivery charges.

3. How an Engagement begins

3.1Each Engagement begins when both of the following have happened: you have accepted an Engagement Letter, and we have received the Deposit in cleared funds. We begin work only when both conditions are met.
3.2You may accept an Engagement Letter by signature, by electronic signature, or by written confirmation by email or another channel we agree. You agree that this acceptance binds you as fully as a handwritten signature.
3.3We may decline any request for an Engagement, and we are not obliged to give our reasons.

4. Our role

4.1As your agent. Where we arrange goods or services from a Supplier on your behalf, we act as your agent. Your contract for those goods or services is with the Supplier, and the Supplier's own terms apply to it. We will tell you about any Supplier terms that materially affect you, including cancellation and refund terms, before we commit you to them.
4.2As principal. Where we supply goods or services ourselves, we act as principal and are responsible for them under this Agreement. This applies in particular to gifts supplied by Vlaian Gifts, unless the Engagement Letter says otherwise.
4.3Each Engagement Letter states which role we play for each part of the Engagement. Where it does not, we act as your agent for any goods or services provided by a Supplier.
4.4Where you pay a Supplier directly, you are responsible for that payment. Our responsibility is limited to arranging the booking or purchase with reasonable care.

5. Our standard of service and what we cannot promise

5.1We will provide our services with the skill, care and discretion expected of a leading private services firm, and within any timeline agreed in the Engagement Letter.
5.2Some outcomes depend on decisions made by others. We therefore cannot promise, and do not promise:
(a)that a visa, permit or other application will be granted;
(b)that a school, institution or other body will accept you or a member of your family;
(c)that a particular hotel, flight, venue, item or person will be available; or
(d)that a Supplier will perform, although we choose Suppliers with care.
5.3Our Fee is payment for our work, and it is earned whatever the outcome, subject to any refund terms in the relevant Division Schedule.

6. Due diligence

6.1Before and during an Engagement, the law requires us to verify your identity, and it may also require us to establish the source of the funds you use and the source of your wealth. We may also screen you against sanctions lists. You agree to provide the information and documents we reasonably request for these purposes.
6.2We may decline, suspend or end any Engagement if you do not provide the information we need, or if we are not satisfied with it.
6.3Where the law requires us to report information to a competent authority, we will do so. We may be prohibited by law from telling you that a report has been made. Nothing in this Agreement, including clause 10, prevents us from meeting these obligations.

7. Fees and payment

7.1Fees. The Fee, the Deposit and the payment timeline for each Engagement are stated in the Engagement Letter.
7.2Deposit and balance. The Deposit is payable on acceptance of the Engagement Letter. The balance of the Fee, and any Supplier Costs payable through us, are due on the dates stated in the relevant Division Schedule or Engagement Letter. Where no date is stated, payment is due before we complete delivery.
7.3Supplier Costs. Where Supplier Costs are paid through us, we will pass them to you at cost, unless the Engagement Letter states otherwise. If we receive a commission from a Supplier, the Engagement Letter will say so.
7.4Currency. All invoices are issued in naira. Where the law permits, you may settle an invoice in United States dollars, pounds sterling or euros, at the exchange rate stated on the invoice. An invoice is settled only when its full naira value has been received. Any bank charges or exchange differences are borne by you.
7.5Method of payment. Payment may be made:
(a)by bank transfer to an account in the name of Vlaian Limited, as stated on our invoice; or
(b)in cash, in naira, United States dollars, pounds sterling or euros, up to a total value of ₦5,000,000 for each Engagement, paid at our offices against a receipt signed by an authorised member of our team. Cash in foreign currency is valued in naira at the rate stated on the receipt.

We do not accept cash above this amount, or cash from anyone other than you. Payments linked to the same Engagement are counted together. We will never ask you to pay into a personal account, and we will never change our account details by message alone. If you receive such a request, please confirm it with us directly before paying.

7.6Payments by others. We accept payment from a person other than you only with our prior written agreement, following due diligence on that person.
7.7Taxes. Fees are exclusive of value added tax and any other applicable taxes, which are added at the prevailing rate.
7.8Late payment. If payment is late, we may pause work on the Engagement until payment is received. We are not responsible for any consequence of that pause, including the loss of a booking or a missed deadline.

8. Cancellation and changes by you

8.1You may cancel an Engagement at any time by writing to us.
8.2What is refundable on cancellation depends on the division and on how far the work has progressed. It is set out in the relevant Division Schedule. Supplier Costs are refundable only to the extent the Supplier refunds them to us.
8.3If you ask to change an Engagement, we will tell you whether the change is possible and what it will cost before we make it.

9. When we may end an Engagement

9.1We may suspend or end an Engagement, or this Agreement, by writing to you if:
(a)you do not pay an amount due within seven days of our reminder;
(b)any information or document you have given us proves to be false or misleading;
(c)continuing would require us to act unlawfully or in breach of clause 11;
(d)our due diligence under clause 6 is not satisfactorily completed; or
(e)you or anyone acting for you treats our team or our Suppliers with abuse or harassment.
9.2If we end an Engagement under clause 9.1, we keep the Deposit and any Fee earned for work done, and you remain responsible for Supplier Costs already committed. If we end an Engagement for any other reason, we refund any Fee paid for work not yet done.

10. Discretion and Confidential Information

10.1We will keep your Confidential Information private. We will use it only to serve you, and share it only with members of our team and Suppliers who need it for your Engagement.
10.2We may disclose Confidential Information:
(a)with your consent;
(b)where the law, a court or a competent authority requires it; or
(c)to our professional advisers and insurers, under duties of confidentiality.
10.3You agree to keep private any Confidential Information about Vlaian's pricing, Suppliers, methods and systems.
10.4These obligations continue after this Agreement ends.

11. Lawful conduct

11.1You warrant that:
(a)all information and documents you give us are true, complete and genuine;
(b)you are entitled to give us any information about other people that you provide, and that they know you have done so where the law requires it;
(c)every Engagement is for a lawful purpose; and
(d)the funds you use to pay us, in any form, are lawfully obtained, have been declared to any authority where the law requires it, and belong to you or to a person we have approved.
11.2We do not, and will not, prepare or submit false or misleading information or documents. We do not advise anyone to conceal facts from an authority, and we do not offer, promise or pay anything of value to any official or other person to secure an improper outcome. You agree not to ask us to do any of these things.
11.3If you ask us to act in breach of this clause, we may end the Engagement immediately under clause 9.1(c).

12. Personal information

12.1We handle personal information in line with our Privacy Notice, available at vlaian.com/privacy, which forms part of this Agreement.
12.2Where an Engagement requires religious, health or criminal record information, we will ask for your explicit consent before handling it.

13. Limits of liability

13.1Nothing in this Agreement limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude.
13.2Subject to clause 13.1 and to any specific provision in a Division Schedule:
(a)we are not liable for any act or omission of a Supplier where we acted as your agent and chose that Supplier with reasonable care;
(b)we are not liable for loss of profit, loss of opportunity, loss of reputation, or any indirect or consequential loss; and
(c)our total liability for each Engagement is limited to the Fee paid for that Engagement.

14. Events beyond our control

14.1Neither of us is responsible for failing to perform an obligation, other than an obligation to pay, where the failure is caused by events beyond reasonable control. Examples include natural disasters, epidemics, war, civil unrest, government action, the closure of embassies or borders, and the failure of public infrastructure.
14.2The affected party will notify the other promptly and take reasonable steps to limit the effect. If the event continues for more than 30 days, either of us may end the affected Engagement. In that case we refund any Fee paid for work not yet done, and Supplier Costs are refunded to the extent the Supplier refunds them.

15. Concerns and disputes

15.1If you are unhappy with any aspect of our service, please tell us. A senior member of our team will respond to you privately within five working days.
15.2If a dispute is not resolved within 30 days, either of us may refer it to confidential mediation in Abuja.
15.3If mediation does not resolve the dispute within 30 days of the mediator's appointment, the dispute will be finally resolved by confidential arbitration under the Arbitration and Mediation Act 2023. The arbitration will be seated in Abuja, conducted in English, and heard by a sole arbitrator agreed between us or, failing agreement within 15 days of a written request by either of us, appointed by the Director of the Regional Centre for International Commercial Arbitration, Lagos. The existence, content and outcome of the arbitration are confidential.
15.4Nothing in this clause prevents either of us from seeking urgent protective relief from a court.

16. General

16.1Governing law. This Agreement is governed by the laws of the Federal Republic of Nigeria.
16.2Notices. Notices must be in writing and may be sent by email to the address each of us has given the other.
16.3Entire agreement. This Agreement is the entire agreement between us about its subject. It replaces any earlier discussions.
16.4Changes. We may update these general terms by giving you 30 days' written notice. Changes do not affect Engagements already accepted.
16.5Transfer. You may not transfer your rights under this Agreement without our written consent. We may transfer ours to a company within the Vlaian Group, with notice to you.
16.6Severability. If any provision is found to be unenforceable, the rest of the Agreement continues in effect.
16.7No waiver. A delay in exercising a right does not waive it.
16.8Electronic records. Each of us agrees that this Agreement and any Engagement Letter may be signed and kept electronically, and that electronic records are admissible as evidence.
Part Two: Division Schedules

Schedule A: Vlaian Mobility

A1. Scope

A1.1This Schedule applies to Engagements with Vlaian Mobility in its practice areas of Visa Concierge, Mobility Advisory and Principal Mobility Management.
A1.2Corporate Mobility, where we serve an organisation and its workforce, is provided under a separate Corporate Services Agreement.

A2. What we do

A2.1On your instructions, we may:
(a)explain the general requirements of a visa or residence route;
(b)organise and check your documents against those requirements;
(c)complete application forms using the information you give us;
(d)book appointments;
(e)submit applications and courier documents on your behalf; and
(f)coordinate the practical side of relocation for you and your family.
A2.2Where an Engagement requires advice on the immigration law of another country, that advice is given by a practitioner licensed in that country, whom we engage as a Supplier with your agreement. We do not ourselves give legal advice on foreign immigration law.

A3. Your information and your applications

A3.1Every form we complete is prepared from the information you give us. Before we submit it, we will send it to you for review, and we submit it only after you approve it. Each declaration in an application is yours, and you are responsible for its truth and completeness.
A3.2If we believe any information or document is false, altered or misleading, we will not submit it. We may end the Engagement under clause 9.1(b) of the Agreement.
A3.3Where an application includes members of your family, we will ask each adult for their own consent to our handling of their information. For a child, we ask for the consent of a parent or legal guardian.
A3.4Where an application requires religious, health or criminal record information, we will ask for your explicit consent before handling it. We delete that information once the application has been decided, unless the law requires us to keep it longer.

A4. Your documents in our custody

A4.1When you hand us an original document, such as a passport, we record its receipt and give you written confirmation. We record every movement of it until it is returned to you.
A4.2While a document is in our custody, we keep it in secure storage. We send it only by courier services that track delivery and require a signature.
A4.3If an original document is lost or damaged while in our custody or with a courier we have chosen, we will arrange its replacement at our cost and meet the reasonable expenses that directly result, up to ₦100,000.
A4.4While your documents are with an embassy, consulate or visa application centre, they are in that authority's custody, and we are not responsible for them.

A5. Decisions and timelines

A5.1Every decision on an application is made by the authority concerned. We cannot influence it, and we do not promise any outcome or processing time. Any timeline we give you is an estimate based on the authority's published information and our experience.

A6. Fees and refunds

A6.1Our Fee pays for our work, and it is not refundable if an application is refused, withdrawn by the authority, or delayed.
A6.2If you cancel an Engagement before we have begun work, we will refund the Fee you have paid, less an administration charge of 25 percent. Once we have begun work, the Fee is not refundable.
A6.3Government fees, visa centre fees and fees paid to licensed practitioners are not refundable by us once paid, unless the recipient refunds them.
A6.4If an application is refused and you wish to apply again, we will quote for the new application, taking account of the work already done.

A7. Principal Mobility Management

A7.1Principal Mobility Management is an ongoing Engagement for a period stated in the Engagement Letter. It renews for the same period unless either of us gives 30 days' written notice before the end of the current period.
A7.2Fees for the current period are not refundable once the period has begun, except where we end the Engagement for a reason other than those in clause 9.1 of the Agreement.

Schedule B: Vlaian Travel

B1. Scope and our role

B1.1This Schedule applies to Engagements with Vlaian Travel, in which we design journeys and arrange flights, accommodation, private aviation, transport, experiences and related services.
B1.2We act as your agent in arranging each of these services, unless the Engagement Letter states that we supply a service as principal. The Supplier's own terms apply to each service. We will share with you the cancellation and change terms of each significant booking before we confirm it.

B2. Confirming your journey

B2.1Before we confirm any booking, we will send you the details for your approval. Please check that every name matches the relevant passport exactly. Suppliers may refuse travel, or charge for corrections, where names differ.
B2.2A booking is confirmed only when the Supplier has confirmed it and we have told you so.

B3. Payment

B3.1The Deposit is payable on acceptance of the Engagement Letter. The balance of the Fee is payable 14 days before the journey begins. Supplier Costs payable through us are payable as soon as each Supplier is engaged, and we will not confirm a booking until we have received them.

B4. Cancellation by you

B4.1If you cancel 14 days or more before the date your journey begins, we refund the Fee you have paid, less the Deposit.
B4.2If you cancel less than 14 days before the date your journey begins, the Fee is not refundable.
B4.3In every case, Supplier Costs are refundable only to the extent the Supplier refunds them. Many fares, private aviation charters and accommodation bookings cannot be refunded once confirmed, and we will tell you before booking where this applies.

B5. Changes

B5.1If you ask to change a confirmed journey, we will make the change where the Supplier allows it. You will bear any charge the Supplier makes, together with our amendment fee of ₦250,000 for each change.
B5.2If a Supplier changes or cancels a service, we will tell you promptly, help you secure the refund or alternative the Supplier offers, and propose alternatives where possible. Our responsibility is limited as set out in clause 13 of the Agreement.

B6. Travel documents, health and local law

B6.1Unless we are engaged through Vlaian Mobility to secure them, you are responsible for holding a valid passport, visas, and any health certificates or vaccinations required for your journey. We will share general information on entry requirements, but the authorities concerned decide.
B6.2You are responsible for observing the laws and customs of each country you visit.

B7. Insurance

B7.1We strongly recommend comprehensive travel insurance, including cover for cancellation, medical care and evacuation, taken out when you confirm your journey. We are not responsible for losses that such insurance would have covered.

B8. Private aviation

B8.1We arrange private flights only with operators that hold the certification required by the relevant aviation authority. We do not operate aircraft. The operator is responsible for the flight. Decisions on safety, including any decision by the captain to delay, divert or cancel, rest with the operator.

B9. Travelling with children

B9.1Where a child travels with only one parent, or with an adult who is not a parent, you are responsible for carrying the consent letters and guardianship documents that the countries concerned may require. We will tell you what is generally expected and can prepare the documents for your signature.

B10. Discretion of travel details

B10.1Your itinerary and travel movements are held under our most restricted level of access and shared only with the Suppliers who need them.

Schedule C: Vlaian Gifts

C1. Scope and our role

C1.1This Schedule applies to Engagements with Vlaian Gifts, in which we curate, source, prepare and deliver gifts on your behalf.
C1.2We supply gifts as principal, unless the Engagement Letter states otherwise.
C1.3Corporate gifting programmes are provided under a separate Corporate Services Agreement.

C2. Lawful giving

C2.1You warrant that each gift is lawful, is given for a proper purpose, and may be accepted by the recipient under the laws and rules that apply to them, including any rules of their employer or public office.
C2.2Where a gift is intended for a public official, or for an employee of an organisation with which you have a current business dealing or tender, we will ask you to confirm its purpose, and we will record the gift. We may decline any gift that we consider improper, excessive, or likely to be seen as an inducement.
C2.3We will not disguise the true giver of a gift, divide a gift to avoid any limit, or supply a gift that is in substance a payment. We may send a gift without naming you to the recipient only where your identity is known to us and the purpose is lawful.

C3. Recipient information

C3.1You confirm that you are entitled to give us the name, address and details of each recipient. We use this information only to prepare and deliver the gift. We keep it for 120 days after delivery, unless you ask us to keep a delivery address for future gifts.

C4. Personalisation

C4.1Where you ask us to add a name, monogram, logo, crest or other design, you warrant that you have the right to use it. You agree to indemnify us against any claim that its use infringes another person's rights.
C4.2We will send you a proof of any personalisation for approval before production begins. Once approved, the design is final.

C5. Production and cancellation

C5.1Production begins when we place your order with a maker or supplier, purchase the items for your gift, or begin personalisation, whichever happens first. We will tell you when this happens.
C5.2Once production has begun, an Engagement cannot be cancelled, and the Fee and the cost of the gift are not refundable.
C5.3If you cancel before production begins, we refund what you have paid, less the Deposit and any costs we have already incurred.

C6. Alcohol

C6.1We deliver alcohol only to recipients of legal drinking age in the place of delivery, and in any case aged 18 or over. Our couriers may ask for proof of age and will withhold delivery if the recipient appears under age and cannot show it.
C6.2You warrant that the recipient may lawfully receive alcohol and, as far as you know, will welcome it. Where you are unsure, we can suggest an alternative.
C6.3Some countries restrict or prohibit the import of alcohol. We will tell you where this applies and will not send alcohol where it is prohibited.

C7. Food

C7.1Please tell us of any allergy or dietary requirement of the recipient that you are aware of. We disclose the ingredients and known allergens of every food item we supply, and include this information with the gift.
C7.2Food and beverages supplied in Nigeria carry the registration required by NAFDAC.
C7.3Perishable gifts are delivered within an agreed window. If the recipient is unavailable, we cannot redeliver perishable items, and no refund is due.

C8. Fragrances and cosmetics

C8.1Fragrances and cosmetics supplied in Nigeria carry the registration required by NAFDAC.
C8.2Fragrances are classed as dangerous goods for air transport. This may limit how, and to which countries, they can be sent, and may lengthen delivery times. We will tell you before confirming the Engagement.

C9. Delivery outside Nigeria

C9.1For deliveries outside Nigeria, customs duties, import taxes and clearance charges are payable by you, unless the Engagement Letter states that they are included.
C9.2Some items are restricted or prohibited in certain countries. We will not send an item where we know it is prohibited.
C9.3Delays caused by customs or other authorities are outside our control.

C10. Title, risk and delivery

C10.1Ownership of a gift passes to you when we receive payment in full. Risk passes when the gift is delivered to the recipient's address.
C10.2If a gift is lost or damaged before delivery, we will replace it or, if replacement is not possible, refund its cost.
C10.3If a recipient is unavailable, we will attempt delivery once. Further attempts, or the return of the gift to you, are charged at cost. If a recipient declines a gift, we will return it to you at your cost, and no refund is due.

C11. Authenticity and quality

C11.1Every item we supply is genuine, obtained from its maker or an authorised source, and matches the description we have given you.
C11.2If an item arrives damaged or defective, please tell us within 7 days of delivery. We will replace it or refund its cost.
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