Refund / Return Policy

1.1. This Policy applies to:

• cancellation of bookings before service commencement;
• refunds for unused or cancelled delivery services;
• refunds of unused purchased Wallet balances;
• failed collection and failed pickup situations;
• failed delivery and return-to-sender situations;
• deductions from otherwise eligible refunds;
• non-refundable charges;
• post-booking adjustments and additional charges; and
• the distinction between refund requests and claims for loss, damage, shortage, or delay.

1.2. Octave Logistics operates as a logistics booking platform and freight broker. The physical collection, transport, handling, customs movement, and delivery of shipments are performed by independent third-party carriers.

1.3. Because carrier services may begin shortly after booking, your ability to cancel a booking or receive a refund may depend on whether the shipment has already been collected, scanned, accepted at a drop-off point, processed by the carrier, or otherwise entered the carrier's network.

1.4. For the purposes of this Policy, “return” means a carrier return-to-sender process or similar logistics return event. This Policy does not create a general right to return goods purchased from a third-party seller, as Octave Logistics does not sell the contents of shipments.

2.1. 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;
• processed for transport;
• entered into the carrier's network; or
• otherwise subject to a chargeable service step.

2.2. To be eligible for cancellation at this stage:

• the shipping label or waybill must not have been used;
• the shipment must not have entered the carrier's network;
• no collection, pickup, drop-off, transport, handling, customs, or carrier process must have commenced; and
• the relevant carrier must still allow cancellation or label voiding.

2.3. If cancellation is approved before service commencement, we will generally refund the amount paid for the relevant booking, subject to any deductions permitted under this Policy.

2.4. Possible deductions may include:

• non-recoverable payment processing costs;
• label generation or voiding costs;
• carrier cancellation charges;
• third-party administrative costs;
• currency conversion or banking costs charged by third parties; and
• any other non-recoverable cost already incurred in connection with the booking.

3.1. Once the shipment has been collected, scanned, accepted at a drop-off point, processed by the carrier, or otherwise entered the carrier's network, the service is deemed to have commenced.

3.2. After service commencement:

• the booking may no longer be cancellable;
• shipping charges are generally non-refundable;
• fuel surcharges, carrier charges, insurance or cover fees, and service-related charges are generally non-refundable; and
• any attempt to stop, intercept, redirect, return, or recall the shipment is subject to carrier availability, operational feasibility, and additional charges.

3.3. We do not guarantee that a shipment can be stopped, recalled, intercepted, returned, or redirected after service commencement.

3.4. If a carrier agrees to stop, return, redirect, or amend a shipment after service commencement, you remain responsible for all related carrier charges, administrative costs, customs costs, storage costs, return charges, or third-party fees.

4.1. Any request to amend a booking after payment, including changes to the collection date, sender details, recipient details, delivery address, customs information, shipment description, declared value, weight, dimensions, service type, or delivery instructions, is subject to carrier availability and operational feasibility.

4.2. We do not guarantee that changes can be made once a booking has been confirmed.

4.3. Where changes are possible, additional charges may apply. These may include carrier amendment fees, address correction charges, re-routing charges, re-delivery charges, customs correction fees, or other third-party costs.

4.4. A requested amendment does not automatically entitle you to cancel the booking or receive a refund.

5.1. If a collection or pickup attempt fails due to circumstances attributable to you, the sender, or a person acting on your behalf, the carrier may impose a failed collection or failed pickup fee.

5.2. Failed collection may occur where, for example:

• the shipment is not ready for collection;
• the sender is unavailable;
• the collection address is incorrect, incomplete, or inaccessible;
• the premises are closed or access is restricted;
• the shipment is not properly packed, labelled, or documented;
• the declared shipment information is inaccurate;
• the carrier refuses collection due to packaging, documentation, goods type, or safety concerns; or
• any other customer-side issue prevents collection.

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

• the carrier's failed collection or failed pickup charge;
• any non-recoverable third-party charges;
• label generation or administrative costs;
• payment processing costs; and
• any reasonable costs actually incurred by us in relation to the booking.

5.4. If you wish to proceed after a failed collection attempt, a rebooking fee, additional collection charge, or new booking may be required.

6.1. A shipment may be returned to sender, held, abandoned, disposed of, destroyed, or otherwise handled by the carrier or customs authority if delivery cannot be completed.

6.2. Failed delivery or return-to-sender may occur where, for example:

• the delivery address is incorrect, incomplete, or inaccessible;
• the recipient is unavailable;
• the recipient refuses the shipment;
• the recipient refuses or fails to pay duties, import VAT, taxes, or customs charges;
• customs clearance fails;
• required documents or information are missing or inaccurate;
• the shipment contains prohibited, restricted, misdeclared, or non-compliant goods;
• the shipment cannot be held any longer by the carrier or depot; or
• delivery is impossible for reasons outside our control.

6.3. Return-to-sender is not always available. In some cases, the carrier, customs authority, depot, or other relevant party may dispose of, destroy, abandon, seize, or otherwise handle the shipment in accordance with applicable law and carrier procedures.

6.4. You are responsible for all costs arising from failed delivery or return-to-sender, including:

• return freight charges;
• carrier handling fees;
• storage fees;
• depot fees;
• customs charges;
• clearance or brokerage charges;
• duties, import VAT, or taxes;
• disposal or destruction fees;
• administrative costs;
• re-routing or re-delivery fees; and
• any other third-party charge arising from the failed delivery or return process.

6.5. Failed delivery or return-to-sender does not automatically entitle you to a refund of the original delivery charge.

6.6. If we are charged return-to-sender, storage, customs, disposal, or failed delivery costs by a carrier or other third party, you authorise us to recover those charges from your Wallet, stored payment method, or by separate payment request.

7.1. International shipments may be subject to customs clearance, import checks, duties, import VAT, destination taxes, brokerage fees, disbursement fees, inspection charges, and other charges imposed by customs authorities, carriers, brokers, or destination country providers.

7.2. Unless a service is expressly confirmed in writing as duty-paid, tax-paid, or delivered duties paid, the sender, recipient, or customer remains responsible for all customs duties, import VAT, taxes, clearance fees, disbursement fees, and related charges.

7.3. Customs delays, customs inspections, customs refusals, recipient refusal to pay duties or taxes, incorrect customs declarations, missing documentation, restricted goods, prohibited goods, or customs seizure do not automatically entitle you to a refund.

7.4. If a shipment is delayed, returned, held, seized, disposed of, or destroyed due to customs issues, incorrect declarations, unpaid duties or taxes, prohibited or restricted goods, or non-compliance by you, the sender, or recipient, the original shipping charge and related carrier charges are generally non-refundable.

8.1. Where available, the Wallet is a prepaid balance facility within your account that may be used to purchase services on Octave Logistics.

8.2. The Wallet is not a bank account, payment account, savings product, deposit product, or e-money account. Wallet balances do not accrue interest and are not transferable to another user.

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

• is not allocated to an active, pending, disputed, cancelled, failed, returned, or partially fulfilled booking;
• is not needed to cover outstanding charges, surcharges, adjustments, chargebacks, claims, returns, customs charges, or other amounts due to us;
• does not consist of promotional, bonus, referral, goodwill, marketing, or non-purchased credits; and
• is not subject to fraud, sanctions, compliance, chargeback, or payment investigation.

8.4. Promotional credits, bonus balances, referral credits, goodwill credits, marketing credits, and similar non-purchased Wallet amounts are non-withdrawable, non-transferable, and non-refundable unless we expressly state otherwise in writing.

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

9.1. Where a refund is otherwise due, we may deduct costs already incurred in connection with the booking, including:

• payment processing costs;
• label generation or voiding costs;
• carrier cancellation fees;
• carrier administrative fees;
• failed collection fees;
• failed delivery fees;
• address correction fees;
• re-routing or re-delivery fees;
• remote area surcharges;
• storage or depot fees;
• customs, clearance, brokerage, disbursement, duty, tax, or inspection charges;
• return-to-sender charges;
• disposal or destruction fees;
• insurance or cover fees where cover has attached or transit has commenced;
• currency conversion or third-party banking costs; and
• any other third-party cost properly incurred in relation to the booking.

9.2. Unless mandatory law requires otherwise, the following charges 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 collection or failed pickup fees;
• failed delivery, redelivery, storage, re-routing, interception, return-to-sender, disposal, or handling charges;
• insurance or cover fees once cover has attached or transit has commenced;
• charges arising from inaccurate shipment information;
• charges arising from prohibited, restricted, misdeclared, or non-compliant goods;
• charges arising from missing or inaccurate documentation; and
• charges arising from customer, sender, or recipient non-compliance.

10.1. Unless expressly stated otherwise, prices displayed on the website are shown excluding VAT, customs duties, import VAT, destination taxes, clearance charges, carrier disbursement fees, and third-party charges.

10.2. LOGIC OCTAVE LTD is not currently VAT registered and does not charge UK VAT as a VAT-registered supplier.

10.3. However, shipments may still be subject to import VAT, customs duties, taxes, clearance fees, disbursement fees, carrier charges, or other third-party charges depending on the origin, destination, route, shipment contents, declared value, and applicable law.

10.4. Any refund approved under this Policy will relate only to amounts actually paid to Octave Logistics for the relevant booking or unused purchased Wallet balance, less any deductions permitted under this Policy.

10.5. We do not refund customs duties, import VAT, destination taxes, brokerage fees, carrier disbursement fees, bank charges, currency conversion costs, or other third-party charges unless we have actually received a refundable amount from the relevant third party and are legally or contractually able to return it to you.

11.1. To request a refund, you must contact us at info@octavelogistics.co.uk and provide your booking reference, tracking number, payment details, reason for the request, and any supporting evidence reasonably required.

11.2. We will normally review refund requests within 5 business days after receiving all information reasonably required to assess the request.

11.3. If additional information, carrier confirmation, customs information, payment provider confirmation, or investigation results are required, the review period may be extended until the necessary information is available.

11.4. Where a refund is approved, we will normally initiate the refund within 5 to 10 business days after approval.

11.5. Refunds to a Wallet balance, where available and appropriate, will normally be processed within 1 to 3 business days after approval.

11.6. Refunds to a card, bank, or payment method may take additional time to appear after we initiate the refund. The exact timing depends on the payment provider, card issuer, bank, card scheme, currency, and payment route.

11.7. We are not responsible for delays caused by banks, payment processors, card issuers, card schemes, intermediary banks, or other third-party payment providers.

12.1. 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.

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

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

12.4. We are not responsible for:

• exchange rate movements between payment and refund dates;
• foreign exchange conversion differences applied by your bank, card issuer, or payment provider;
• intermediary bank deductions;
• international payment charges;
• card scheme fees; or
• payment provider delays.

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

13.2. Claims are governed by:

• our Terms and Conditions;
• our Delivery Policy;
• applicable carrier terms and conditions;
• any applicable transport convention or legal liability regime;
• any optional insurance or enhanced cover purchased; and
• any evidence requirements, exclusions, limits, and deadlines applicable to the selected service.

13.3. A claim does not automatically entitle you to:

• cancellation of the booking;
• an immediate refund of shipping charges;
• compensation equal to the commercial value of the goods;
• reimbursement beyond carrier liability limits; or
• reimbursement beyond the scope of any purchased insurance or cover.

13.4. Transit times are indicative only unless a specific guaranteed delivery service has been expressly purchased and confirmed. Delay-related refunds are generally unavailable unless a specific money-back guarantee applies and the carrier accepts that the delay qualifies under that guarantee.

13.5. Customs delays, regulatory inspections, weather events, public holidays, strikes, force majeure events, operational disruption, remote area handling, recipient unavailability, incorrect addresses, documentation issues, or customer-side delays are not normally grounds for a refund.

13.6. If a shipment is alleged to be lost, damaged, materially delayed, or incorrectly delivered, any refund or compensation decision may depend on completion of the relevant carrier, insurer, customs, or payment investigation.

13.7. No refund or compensation is due until the relevant claim has been assessed in accordance with the applicable process and supporting evidence requirements.

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

14.2. If you initiate a chargeback or dispute in bad faith, fraudulently, or without first attempting reasonable resolution with us, we may, where permitted by law:

• suspend or restrict your account;
• provide booking, tracking, delivery, payment, communication, carrier, and customs records to the relevant bank, card issuer, or payment provider;
• recover any valid unpaid sums, fees, costs, and third-party charges incurred by us;
• offset such amounts against your Wallet balance, where applicable; and
• refuse further services until the matter is resolved.

14.3. A chargeback does not extinguish your underlying payment obligations where the relevant charge was validly incurred under our Terms and Conditions, Delivery Policy, this Policy, or applicable carrier terms.

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

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

15.3. If you are a consumer, you may have statutory rights that apply in addition to this Policy. However, because logistics services may be performed immediately or shortly after booking, cancellation and refund rights may be limited once service performance has commenced.