Refund / Return Policy

1.1. This Policy covers requests to cancel a Booking, refunds for eligible cancelled or unprovided services, Wallet credit treatment, Carrier adjustments, failed pickup, return-to-sender and claims involving loss, damage, shortage or delay.

1.2. Octave Logistics arranges logistics services supplied in physical operation by independent Carriers. Availability of cancellation and recovery of Carrier charges may depend on the stage reached by the Booking.

1.3. A return-to-sender is a transport process, not a consumer return of goods bought from an online retailer. Octave Logistics does not, through its booking service, sell the contents of your Shipment.

1.4. A refund of an eligible Booking is not the same as a refund or withdrawal of unused Wallet top-up funds. The former may be available under Sections 2–3 and 10–11; the latter is ordinarily unavailable under Section 8, subject to mandatory law.

2.1. Please request cancellation promptly by emailing info@octavelogistics.co.uk with your Booking reference and identifying information.

2.2. A Booking is generally eligible for cancellation before the label has been used, the Shipment has been collected or accepted into the Carrier's network and any substantive Carrier service or separately chargeable work has begun, subject to the Carrier's cancellation rules and applicable law.

2.3. If cancellation is approved, we will determine the refund due taking account of the service actually provided, non-recoverable reasonable costs already incurred, relevant Carrier Conditions and any mandatory consumer right. We do not apply an undisclosed fixed cancellation fee.

2.4. Where lawful and appropriate, genuine third-party costs may include label voiding, Carrier cancellation, payment processing or other properly incurred non-recoverable charges. Deductions will not be disproportionate, duplicated or applied contrary to mandatory law.

2.5. If a confirmed Booking is cancelled by Octave Logistics because the selected service cannot be supplied and the Customer is not responsible, the appropriate refund or remedy will be determined in accordance with law and the circumstances, without automatically treating the situation as a customer cancellation.

3.1. Once a Carrier has collected or accepted a Shipment, or other substantive chargeable performance has begun, a Booking may no longer be cancellable. Attempts to stop, intercept, redirect or recall goods are subject to Carrier feasibility and may incur further costs.

3.2. Charges for transport already performed or legitimately incurred are generally not refundable. However, this does not override a guaranteed-service commitment, rights arising from our own breach, any applicable consumer cancellation right or other non-excludable legal remedy.

3.3. Depending on the Carrier and circumstances, a requested stop, reroute, recall or return may be charged separately. Such charges are notified and collected under Section 7; they are not charged automatically to a card.

4.1. Changes to pickup dates, addresses, recipient details, customs documents, contents, value, weight, dimensions or service level require confirmation that the Carrier can accommodate them.

4.2. A change may involve a Carrier adjustment or a newly quoted service. Where payment is required, it is handled through available Wallet funds after the prior notice required by our Terms (for valid outstanding charges), or a new payment initiated and authorised by the Customer.

4.3. Requesting a change does not itself cancel the original Booking or guarantee a refund.

5.1. A failed pickup may occur where the Shipment is not ready, is incorrectly labelled or packaged, the premises are inaccessible, the sender is absent, or the address or required documents are incorrect or incomplete.

5.2. A Carrier may charge for an attempted collection, wasted journey or rebooking. When these costs are validly attributable to the Customer and properly incurred, they may reduce an otherwise eligible refund or become an outstanding amount under Section 7.

5.3. If a failure was caused by the Carrier or by us rather than the Customer, we will consider an appropriate replacement service, rebooking or refund in accordance with the facts, Carrier Conditions and applicable law.

6.1. Incorrect delivery details, recipient absence, refusal, unpaid import charges, incomplete customs paperwork, prohibited contents or operational restrictions may lead to redelivery, holding, return-to-sender, abandonment, seizure or lawful disposal, subject to the relevant Carrier and authority procedures.

6.2. Where costs are properly attributable to the Customer, they may include return freight, storage, re-routing, redelivery, brokerage, customs handling, disposal and related Carrier fees. Import duties and taxes remain payable by the party legally or contractually responsible.

6.3. Return-to-sender is not guaranteed; some Shipments cannot be returned, and authorities may take independent action.

6.4. Failed delivery or return-to-sender does not automatically entitle a Customer to repayment of the original transport charge. Any entitlement depends on what occurred, who was responsible, the service terms and mandatory law.

6.5. Where a separate charge becomes payable after Booking, the payment method is governed by Section 7. There is no stored-card or merchant-initiated charging authority.

7.1. A Carrier may impose a valid additional charge after Booking, including for weight or dimension remeasurement, remote-area services, failed pickup, incorrect address details, redelivery, customs disbursement, storage or return-to-sender. The amount varies by Carrier and circumstance; there is no fixed platform-wide schedule.

7.2. Before applying available Wallet funds towards a valid outstanding charge, Octave Logistics will notify the Customer of the amount, the reason for it and the intended deduction. We may then use available Wallet credit to settle up to the valid amount due, subject to mandatory law. We will consider reasonable questions or objections and provide relevant supporting information where reasonably available.

7.3. If sufficient Wallet credit is unavailable, the remaining amount will be requested through a separate Customer-initiated and authorised payment. An unpaid valid balance may be pursued using proportionate and lawful collection measures.

7.4. We do not store or use a registered card for future charges, initiate merchant-initiated transactions (MIT), recurring card payments or automatically debit a card for any Post-Booking Charge. The permitted advance-notice deduction of existing Wallet credit is not a bank-card charge.

7.5. The same rules govern valid post-booking costs arising from customs processes, Carrier fees, failed delivery, return-to-sender, chargebacks and other outstanding Booking-related debts. These provisions are consistent with Section 9 of the Terms and Section 6 of the Delivery Policy.

8.1. Where available, the Wallet is a limited-use prepaid credit balance within the Customer's Account. A Customer may add funds through a separately authorised top-up and spend eligible credit on Octave Logistics services.

8.2. Wallet balance is non-refundable. This includes unused purchased Wallet funds, voluntary top-ups and any remaining prepaid credit, even if the Customer stops booking services or requests closure of the Account. Wallet funds cannot ordinarily be withdrawn as cash or transferred to another user.

8.3. Promotional, bonus, referral, goodwill or other non-purchased Wallet credits are also non-refundable and non-transferable unless their applicable promotional conditions expressly provide otherwise.

8.4. Mandatory legal exceptions. Non-refundability does not exclude any refund, repayment or remedy required by applicable law, including where a consumer protection rule applies or where the provider's failure to perform creates a non-excludable right to reimbursement. Any legally required repayment will be evaluated and processed under the relevant legal rules. A contractual non-refund statement cannot by itself cancel such rights.

8.5. A Customer should review this non-refundable condition before topping up. Closing the Account does not, in itself, turn unused Wallet funds into refundable funds. The handling of the Account and any mandatory outstanding rights is set out in the Terms.

8.6. Booking refunds paid from Wallet. When a qualifying Booking was originally paid from Wallet, its approved refund will ordinarily be restored as Wallet credit rather than paid out to a bank card. Restoring credit is not a new voluntary top-up and does not prevent any repayment otherwise required by law.

8.7. Booking refunds paid by card. A qualifying Booking originally paid directly by card will ordinarily be refunded to the original payment method. We do not require acceptance of non-refundable Wallet credit in place of a refund owed to the original method under applicable law.

9.1. Where permitted by law, an otherwise eligible Booking refund may be reduced by reasonable, evidenced and non-recoverable costs properly incurred, including applicable Carrier cancellation fees, used label/voiding charges, failed collection, address correction, transport already supplied or relevant third-party handling costs.

9.2. Depending on responsibility and the service terms, further charges may apply for duties, import taxes, customs assessments, remote-area supplements, volumetric adjustments, return-to-sender, storage, disposal, redelivery, interception or re-routing. Such charges are not automatically refundable merely because the Shipment was delayed or returned.

9.3. We will not impose fabricated fixed administrative amounts, duplicate fees, arbitrary penalties or deductions that conflict with applicable consumer rights. Where reasonably available, we will explain the nature of the charge.

10.1. Website rates are initially shown excluding VAT, import duties, import VAT, destination taxes and separately identified third-party charges unless otherwise indicated. The amount payable to Octave Logistics at checkout is presented before payment confirmation.

10.2. LOGIC OCTAVE LTD is not currently UK VAT registered and does not charge UK VAT as a VAT-registered supplier. Shipments may nevertheless incur import VAT, duties, customs clearance and Carrier disbursement charges administered by third parties.

10.3. A Booking refund is determined from the amount properly paid for the relevant service, taking account of lawful deductions and mandatory rights. We do not promise to reimburse fees retained by unrelated authorities or banks unless we are legally obliged to do so or the relevant amount has been returned to us for repayment.

11.1. Submit a request to info@octavelogistics.co.uk with the Booking reference, reason, amount in question and reasonably necessary supporting information. We may ask for identity or payment verification where appropriate.

11.2. We normally review a complete refund request within 5 Business Days. A Carrier, insurer, customs or payment investigation may take longer; if so, we will explain that further information is required where practicable.

11.3. Once approved, we normally initiate a refund within 5–10 Business Days of approval. Where mandatory law requires an earlier or different deadline, that deadline prevails. Time for receipt after initiation depends on the receiving bank, payment processor, currency and card issuer.

11.4. An approved refund of a Booking paid using Wallet credit is normally credited back to Wallet within 1–3 Business Days of approval, except where another outcome is legally required.

11.5. Approved refunds for card-funded Bookings will ordinarily go to the original payment method, in the original payment currency where practicable. Other methods require the Customer's valid agreement and must not impair a mandatory statutory refund right. We do not make refunds to unrelated third-party cards or accounts unless legally required.

11.6. Currency conversion differences, issuer fees and third-party banking delays may affect the amount or timing received, subject to any applicable legal obligations on our part.

12.1. Loss, damage, shortage, disputed delivery or delay claims are separate from routine cancellation requests. They may require Carrier investigation and compliance with applicable insurance or transport-law rules.

12.2. Transit times are estimates unless a particular guaranteed service has been expressly purchased and confirmed. A delay alone does not create an automatic refund, although a valid guarantee, our own breach or mandatory law may provide a remedy.

12.3. Please report possible claims promptly and provide photographs, packaging evidence, tracking information, the purchase invoice and proof of declared value where relevant. The applicable Carrier's notice period may differ, and mandatory rights are preserved.

12.4. Compensation depends on the applicable legal liability regime, Carrier Conditions, any insurance and the circumstances of the incident. We cannot promise reimbursement of the full commercial value of a Shipment solely because a claim has been lodged.

13.1. We encourage you to contact support about a disputed payment so the matter can be investigated promptly. This is not a condition preventing the exercise of lawful chargeback, payment-provider, consumer or court rights.

13.2. We may provide relevant records to a processor or card issuer, challenge a demonstrably invalid chargeback and recover an amount lawfully owed. No chargeback or payment dispute authorises an automatic card debit. Any available Wallet settlement must follow the advance-notice rule in Section 7.

13.3. Where appropriate and lawful, we may restrict new Bookings during a serious unpaid-debt or fraud investigation. Such measures do not affect non-excludable rights.

14.1. Nothing in this Policy excludes rights or remedies under mandatory consumer law. An individual may have statutory cancellation rights depending on the type of contract and whether any exception applies.

14.2. Certain transport-of-goods contracts for a specified date or period of performance may be exempt from the ordinary distance-contract cancellation right; other service bookings may not be. Where a statutory cancellation right applies, we will honour the applicable time limits, refund rules and requirements concerning early commencement of services.

14.3. Any non-refundable Wallet term is subject to the same principle. If mandatory law requires a refund of unused prepayment in a particular case, the statutory obligation overrides the general non-refundable rule.