Delivery Policy

1.1. Octave Logistics is a freight broker and logistics booking platform. Physical transport and related operational services are performed by third-party Carriers.

1.2. Depending on the chosen route and current availability, available services may include DHL Express, FedEx, UPS, Royal Mail, DPD, GLS or other carriers. Their availability, acceptance requirements and service descriptions may change.

1.3. Services may differ in maximum permissible weight, dimensions, tracking, signature, customs assistance, availability of insurance or cover, collections, drop-off locations and delivery attempts.

2.1. We provide only routes and services supported by the platform and the relevant Carrier. Displaying a country or route in general marketing materials does not guarantee that every type of Shipment can be accepted.

2.2. We do not provide transport to or from prohibited, sanctioned, embargoed or otherwise legally restricted jurisdictions or involving prohibited persons, entities or goods where doing so would violate applicable law. We may also decline unsupported routes or services prohibited by the Carrier.

2.3. We may suspend or reject a Booking where required by applicable sanctions, export controls, customs requirements, other legal obligations or legitimate Carrier restrictions. Refunds, if any, are assessed according to the Terms, the Refund / Return Policy and mandatory law.

3.1. Transit times are estimates, not contractual guarantees, unless a specific guaranteed option has been expressly purchased and confirmed for the Booking. Actual timings depend on origin, destination, regional postcode, service availability, customs, collection time, holidays and Carrier operations.

3.2. The following timeframes are indicative examples of the services currently described on the Site and may change by route or availability. They are not a promise that a Carrier serves every destination within the stated period.

3.3. The actual service selected at checkout, its Carrier Conditions and the route-specific quote take precedence over general comparative estimates. Maximum weights, tracking features, signature services, declared-value limits and included or optional cover must be confirmed for the selected service rather than inferred from the table.

3.4. Unless the Carrier confirms otherwise, estimated transit starts when the Shipment is collected or accepted into the relevant network. Time before pickup, failed collection attempts and customs processes may affect or extend the timeline.

4.1. A pickup window is indicative unless a guaranteed collection service is expressly included and confirmed.

4.2. The sender must make the Shipment available as agreed, ensure the premises are reasonably accessible, and provide correct packaging, labels, dimensions, weight, contents description and any required customs documents.

4.3. Collection may fail if goods are not ready, the sender is absent, the address is wrong or inaccessible, packaging is unsuitable or the required documents are missing. A Carrier may charge a failed collection or rebooking fee when permitted under its conditions and applicable law.

4.4. If the failure was caused by the Carrier or Octave Logistics, we will consider an appropriate alternative or remedy, taking account of the circumstances and applicable law.

5.1. Carriers decide delivery procedures within the selected service and applicable law. Delivery may require a signature, recipient verification, import payment or collection from a service point.

5.2. The sender and recipient must provide correct and complete delivery details and cooperate with reasonable Carrier and customs requests.

5.3. Where a delivery attempt fails, the Carrier may attempt redelivery, hold the Shipment, route it to a collection point, return it or take other action permitted by law and its service terms.

5.4. Valid additional costs arising from failed delivery are handled under Section 6. Delivery failure does not itself authorise a card charge or determine refund eligibility.

6.1. Prices and checkout. Quoted amounts depend on origin, destination, actual and volumetric weight, dimensions, Shipment contents, declared value, Carrier and chosen extras. Published rates are initially shown excluding VAT, import duties, import VAT, destination taxes, clearance fees and separately identified third-party charges, unless expressly indicated otherwise. The total payable to Octave Logistics at checkout is displayed before payment confirmation. Charges assessed later by a Carrier or authority may not be included.

6.2. UK VAT. LOGIC OCTAVE LTD is not currently UK VAT registered and does not charge UK VAT on its own supplies as a VAT-registered supplier. Customs authorities, brokers and Carriers may separately assess taxes, duties or other charges under applicable law.

6.3. Indicative fee schedule. We do not operate a published fixed-amount schedule for the following categories. The amount depends on the Carrier, route, service and actual circumstances. Any charge must be validly attributable to the relevant Booking and compliant with applicable law.

6.4. Customer notification. If a valid Post-Booking Charge arises, we will notify the Customer of the amount, its reason and the proposed way of settlement. We will provide available supporting information on reasonable request.

6.5. Wallet deductions after notice. If an outstanding charge is validly payable under the Terms, Octave Logistics may use available Wallet funds to settle it after advance notice identifying the charge, amount and intended deduction. The deduction will not exceed the valid amount owed or the available credit. We will consider reasonable objections or requests for clarification. This is an allocation of existing prepaid credit, not a new card payment.

6.6. Separate card payments only. Where Wallet funds are unavailable or insufficient, any remaining amount must be paid using a new transaction initiated and authorised by the Customer or resolved through other lawful means. We do not use stored or registered cards for subsequent charges, and we do not initiate automatic card debits, recurring card payments or merchant-initiated transactions (MIT).

6.7. Cross-policy consistency. These payment rules mirror Section 9 of the Terms and Section 7 of the Refund / Return Policy. An additional fee category does not, by itself, create authority to charge a card automatically.

7.1. International Shipments may require customs declarations, export/import documentation, commodity codes, valuation details or licences. Customers must supply accurate and lawful information.

7.2. Unless expressly arranged as a confirmed duty-paid service, import duties, import VAT, destination taxes, customs clearance fees and Carrier disbursements may be payable by the recipient, sender, importer or other responsible party under the terms of the Shipment and applicable law.

7.3. Customs authorities can inspect, hold, reject, seize, return or legally dispose of a Shipment. These processes may delay delivery or result in charges. Octave Logistics cannot guarantee customs clearance or set the amount of official taxes.

7.4. Any additional amount validly recoverable by Octave Logistics is addressed through the notice and settlement procedure in Section 6, not through an automatic card charge.

8.1. You must package the Shipment to the selected Carrier's standards and provide accurate sender and recipient details, dimensions, weight, contents, declared value and other shipping information.

8.2. Where applicable, include correct customs descriptions, commodity codes, country of origin, licences and invoices.

8.3. Incorrect or incomplete information can lead to refusal, delay, extra charges, claims difficulties, restricted cover or return-to-sender. Any charge or remedy remains subject to these policies, Carrier Conditions and applicable law.

9.1. Tracking features depend on the chosen Carrier and service. Updates may not be continuous or immediate.

9.2. Carrier evidence of delivery may include a scan, signature, photo, time stamp, GPS reference, depot record or another method permitted by the service and applicable law.

9.3. If you dispute a delivery status, contact support with the Booking reference so relevant Carrier evidence can be requested or reviewed.

10.1. Unless expressly stated for the particular Booking, delivery dates and times are estimates rather than guarantees.

10.2. Disruption may result from weather, strikes, Carrier network conditions, customs examinations, holidays, recipient unavailability, inaccurate shipment details, restricted routes or other factors beyond our direct control.

10.3. We will provide reasonable assistance with Carrier enquiries where appropriate. We cannot guarantee acceleration, interception, rerouting or a particular arrival date.

10.4. Guaranteed-service remedies, where specifically purchased and available, are assessed against the confirmed guarantee and exclusions. Other refund or compensation rights are handled under the Refund / Return Policy and mandatory law.

11.1. A Shipment may be held, redelivered, returned or subject to other Carrier or customs measures if the recipient is unavailable, refuses delivery, does not pay required import charges, or if address, documentation, route or goods restrictions prevent delivery.

11.2. Return-to-sender is not assured. Where legally permitted, authorities or Carriers may instead store, seize, abandon, dispose of or destroy goods in defined circumstances.

11.3. The Customer may be responsible for properly assessed return, storage, handling, re-routing, customs or disposal costs to the extent those are contractually and legally payable. Any deduction from Wallet requires the advance notice in Section 6.5; any card payment requires a separate Customer-initiated transaction.

11.4. A failed delivery or return does not itself establish a right to refund the original carriage charge. The actual cause and applicable rights govern the outcome.

12.1. Standard Carrier liability and optional enhanced insurance or cover differ by service and route. Published comparative details are indicative; the applicable Carrier/insurer terms govern the specific protection purchased or included.

12.2. Declaring a value does not mean that full-value insurance has been purchased. Customers should check any limits, exclusions and documentation requirements.

12.3. Please report suspected loss, damage, shortage or misdelivery promptly and retain relevant supporting evidence. Claims are governed by the Terms, Refund / Return Policy, applicable Carrier Conditions, any insurance and mandatory law.