Refund / Return Policy

This Refund and Return Policy ("Policy") governs the cancellation of bookings, refund requests, and the handling of claims for services provided by LOGIC OCTAVE LTD ("Octave Logistics", "we", "us"), a company registered in England and Wales (Company No: 15587296).

By booking a shipment or topping up your Wallet on octavelogistics.co.uk, you agree to the terms outlined below. This Policy operates in conjunction with our Terms and Conditions and the specific Terms of Carriage of the selected Carrier (e.g., DHL, UPS, FedEx, etc.).

The possibility of cancelling a shipment depends strictly on the status of the parcel in the logistics chain.

2.1. Pre-Collection (Label Generated, Not Scanned).

If you wish to cancel a booking before the shipment has been handed over to the Carrier or collected:

• You must cancel the order via your Account dashboard or by contacting support immediately.
• Refund Status: Eligible for a full refund.
• Deductions: We reserve the right to deduct a cancellation fee to cover non-refundable payment processing charges (Merchant fees from Visa/Mastercard) and administrative costs associated with voiding the label.

2.2. Post-Collection (In Transit).

Once the shipment has been physically collected by the driver or scanned at a drop-off point:

• The service is deemed to have commenced.
• Refund Status: Non-refundable. No refund will be issued for shipping charges, fuel surcharges, or insurance fees once the cargo is in the Carrier's possession.

2.3. Failed Collections.

If the Carrier attempts to collect the shipment but fails due to the sender's error (e.g., goods not ready, premises closed, incorrect address, improper packaging):

• A "Failed Pickup Fee" may be charged by the Carrier.
• If you choose to cancel the order after a failed attempt, the refund will be the original shipping cost minus the Failed Pickup Fee and administrative charges.

3.1. Nature of Wallet.

Funds deposited into your Octave Logistics Wallet are intended for the purchase of logistics services. The Wallet is not a bank account.

3.2. Refund of Unused Balance.

You may request a refund of unused Wallet funds at any time.

• Condition: The funds must not be locked in pending orders or owed for surcharges (e.g., weight adjustments).
• Processing Fee: We reserve the right to deduct a processing fee (typically 3-5%) to cover the banking costs of returning the funds.
• Bonus Credits: Any promotional credits, bonuses, or "goodwill" funds added by Octave Logistics are non-refundable and cannot be exchanged for cash.

4.1. Original Payment Method.

Refunds are strictly processed to the original payment method used (Visa or MasterCard) or to the User's Wallet balance. We do not issue cash refunds or third-party transfers.

4.2. Timeline.

Once approved, refunds typically take 5–10 business days to appear on your statement, depending on your bank's processing times.

4.3. Supported Currencies.

We transact in GBP (£), EUR (€), and USD ($).

4.4. Currency Exchange Risks.

• Refunds are issued in the same currency and amount as the original transaction.
• We are not responsible for any loss due to fluctuations in exchange rates between the date of payment and the date of refund.
• If your card is denominated in a different currency, your bank's foreign exchange fees are not refundable by us.

The following charges are strictly non-refundable under any circumstances:

• Customs Duties & Taxes: Money paid for customs clearance is remitted to government authorities and cannot be recovered by us.
• Surcharges: Additional charges incurred for Overweight (Re-weigh), Oversize, Remote Area delivery, or Address Correction verified by the Carrier.
• Insurance Fees: If a shipment travels and is delivered (even if late), the insurance premium is considered "earned" and is not refundable.

6.1. Not a Standard Refund.

Compensation for lost or damaged goods is processed as a Claim, not a simple refund. It is governed by the Carrier's liability limits (CMR Convention, Warsaw Convention) or the specific Insurance Policy purchased.

6.2. Transit Time Guarantees.

Transit times are estimates. We do not offer refunds for delayed shipments unless:

• You purchased a specific "Money Back Guarantee" service (e.g., Express 9:00 AM).
• The delay was solely due to Carrier failure (excluding weather, customs, or Force Majeure).

Note: Customs delays are never grounds for a refund.

6.3. Investigation.

If a shipment is lost, a refund of the shipping cost + compensation for the goods will only be issued after the Carrier concludes their investigation and deems the package lost. This process can take 10-30 days depending on the route.

7.1. Undeliverable Shipments.

If a shipment is returned to the sender (RTS) due to:

• Incorrect address provided by the User;
• Refusal by the Receiver;
• Refusal to pay Customs Duties;
• Prohibited content;

The User is liable for the Return Shipping Costs. These costs are often higher than the original outbound shipping rate.

7.2. Automatic Deduction.

You authorize Octave Logistics to deduct Return Shipping Costs and related administrative fees from your Wallet or registered card automatically.

8.1. If you initiate a payment dispute (Chargeback) with your bank without first contacting our support team to resolve the issue, we reserve the right to:

• Suspend your Account immediately.
• Provide all evidence (logs, waybills, delivery proof) to the bank to contest the dispute.
• Recover any costs associated with the dispute from your Wallet balance.