Refund / Return Policy

1.1. This Policy applies to:

• cancellation of Bookings;
• refunds for unused or cancelled services;
• refunds of unused purchased Wallet balances;
• non-refundable charges and deductions;
• return-to-sender and failed collection situations; and
• the distinction between standard refunds and claims relating to loss, damage, shortage, or delay.

1.2. Octave Logistics acts as a booking platform and freight broker. The physical transport of Shipments is performed by third-party Carriers. Once a Shipment has entered the Carrier's network, cancellation and refund rights may be limited or unavailable.

2.1. Cancellation before collection or Carrier acceptance

You may request cancellation of a Booking before the Shipment has been:

• collected by the Carrier;
• scanned by the Carrier;
• accepted at a drop-off point; or
• otherwise entered the Carrier's transport network.

To be eligible for cancellation at this stage:

• the shipping label or waybill must not have been used;
• the Shipment must not already be in transit or pending transport execution; and
• no chargeable service step must already have been completed by us or the Carrier.

Where cancellation is accepted at this stage, we will generally refund the amount paid for the Booking, subject to any deductions permitted under this Policy.

2.2. Cancellation after service commencement

Once the Shipment has been collected, scanned, accepted at a drop-off point, or otherwise entered the Carrier's network, the service is deemed to have commenced.

From that point:

• the Booking may no longer be cancelled; and
• shipping charges, Carrier charges, fuel surcharges, and other service-related fees are generally non-refundable.

Any request to stop, intercept, redirect, return, or recall a Shipment after service commencement is subject to Carrier availability and operational feasibility and may result in additional charges payable by you.

2.3. Customer-requested changes after payment

If you request a change after payment or confirmation of a Booking, including changes to the sender or receiver details, address, collection date, dimensions, declared weight, customs data, or service type:

• we do not guarantee that the change can be made;
• Carrier approval may be required; and
• additional charges may apply before the change is processed.

A requested amendment does not itself entitle you to a refund.

3.1. If a collection attempt fails due to circumstances attributable to you, the sender, or the recipient, including but not limited to:

• the Shipment not being ready;
• incorrect or incomplete collection details;
• inaccessible premises;
• sender unavailability;
• incorrect packaging; or
• documentation issues,

the Carrier may impose a failed collection or failed pickup fee.

3.2. If you cancel after a failed collection attempt, any refund may be reduced by:

• the Carrier's failed collection fee;
• any non-recoverable third-party charges already incurred; and
• our reasonable administrative costs related to the Booking.

3.3. If you wish to proceed after a failed collection attempt, a rebooking or additional collection fee may be required.

4.1. Nature of the Wallet

Where available, the Wallet is a prepaid balance facility within your Account that may be used to purchase services on Octave Logistics. It is not a bank account, payment account, savings product, or deposit product, and no interest is paid on Wallet balances.

4.2. Refund of unused purchased Wallet funds

You may request a refund of unused purchased Wallet funds, provided that the relevant amount:

• is not allocated to an active, pending, disputed, or partially fulfilled Booking;
• is not needed to cover outstanding surcharges, adjustments, or other amounts due to us; and
• does not consist of promotional, bonus, credit, or goodwill funds.

4.3. Promotional and non-purchased credits

Any promotional credits, bonus funds, referral credits, marketing incentives, or goodwill adjustments credited to your Wallet are non-withdrawable, non-transferable, and non-refundable unless we expressly state otherwise in writing.

4.4. Deductions from Wallet refunds

Where permitted by applicable law, we may deduct reasonable external processing costs actually incurred in returning unused purchased Wallet funds.

5.1. Possible deductions from otherwise eligible refunds

Where a refund is otherwise due, we may deduct amounts reflecting costs already incurred, including where applicable:

• non-recoverable payment processing charges;
• label generation or voiding costs;
• Carrier cancellation or administrative fees;
• failed collection fees;
• address correction fees;
• storage, handling, interception, or rerouting fees; and
• any other third-party costs properly incurred in relation to the Booking.

5.2. Charges that are generally non-refundable

Unless mandatory law requires otherwise, the following amounts are generally non-refundable once incurred, applied, or earned:

• charges for Bookings where the service has already commenced;
• Carrier-imposed surcharges and post-booking adjustments;
• customs duties, import VAT, taxes, clearance fees, and disbursements;
• overweight, oversize, volumetric, remote area, and address correction charges;
• failed pickup / failed collection fees;
• return-to-sender, storage, disposal, redelivery, rerouting, or handling charges;
• insurance premiums once cover has attached or transit has commenced; and
• charges arising from inaccurate information, documentation errors, prohibited items, or non-compliance by you or the recipient.

6.1. Approved refunds will generally be made either:

• to the original payment method used for the transaction; or
• to your Wallet, where this is operationally appropriate and agreed by us.

6.2. We do not issue cash refunds and do not send refunds to third-party bank accounts, cards, or payment instruments not used for the original transaction, unless required by law.

6.3. Refunds are normally processed in the same currency as the original payment.

6.4. We are not responsible for:

• exchange rate movements between payment and refund dates;
• foreign exchange conversion differences applied by your bank or card issuer;
• intermediary bank deductions; or
• delays caused by payment providers, banks, or card schemes.

6.5. Once approved by us, refunds typically appear within a reasonable number of business days, depending on the payment channel and the practices of the issuing bank or payment provider.

7.1. Undeliverable Shipments

If a Shipment cannot be delivered due to reasons such as:

• incorrect or incomplete address details;
• recipient unavailability;
• refusal by the recipient;
• refusal to pay duties or taxes;
• customs issues;
• prohibited or restricted contents; or
• any other reason attributable to the sender, recipient, or the nature of the Shipment,

the Carrier may return the Shipment to the sender, hold it temporarily, dispose of it where permitted, or apply other operational measures.

7.2. Return-related costs

You are responsible for all return-related costs and charges, including but not limited to:

• return freight charges;
• storage fees;
• handling fees;
• administrative fees;
• disposal charges, where applicable; and
• any taxes, duties, or Carrier charges charged back to us.

7.3. Automatic deduction / recovery

You authorise us to recover return-related and other valid charges from your Wallet and/or stored payment method where such charges arise under your Booking.

8.1. Claims are not standard refunds

Requests relating to lost Shipments, damaged goods, shortages, disputed delivery, or delayed delivery are handled as claims, not as ordinary cancellation or refund requests.

8.2. Such matters are governed by:

• our Terms and Conditions;
• the applicable Carrier Conditions;
• any applicable transport convention or legal liability regime; and
• any optional transit insurance purchased.

8.3. A claim does not automatically entitle you to:

• cancellation of the Booking;
• an immediate refund of shipping charges; or
• compensation beyond applicable liability limits or insurance terms.

8.4. Delay-related requests

Transit times are generally estimates only unless a specific guaranteed service was purchased and confirmed. Refunds for delay are therefore usually unavailable unless:

• a specific money-back-guarantee service applied; and
• the Carrier accepts that the delay qualifies under that guaranteed service.

Customs delays, regulatory inspections, weather events, force majeure, operational disruptions, and similar external factors are not normally grounds for a refund.

8.5. Investigation period

If a Shipment is alleged to be lost, damaged, or materially delayed, any refund or compensation decision may depend on completion of the relevant Carrier or insurer investigation. No payment is due until the claim has been assessed in accordance with the applicable process and supporting evidence requirements.

9.1. Before initiating a chargeback or payment dispute with your bank or card issuer, you agree to contact us first and give us a reasonable opportunity to review and address the issue.

9.2. If you initiate a chargeback or dispute in bad faith, fraudulently, or without attempting prior resolution, we may, where permitted by law:

• suspend or restrict your Account;
• provide booking, tracking, delivery, payment, and communication records to the relevant bank or payment provider;
• recover any valid unpaid sums, fees, and costs incurred by us; and
• offset such amounts against your Wallet balance, where applicable.

9.3. A chargeback does not extinguish your underlying payment obligations where the charge was validly incurred under the Terms and this Policy.

10.1. Nothing in this Policy excludes, limits, or overrides any rights that cannot lawfully be excluded or limited under applicable law.

10.2. Where mandatory consumer protection laws apply, this Policy shall be interpreted and enforced subject to those mandatory provisions.