Terms and Conditions

1.1. Company. These Terms and Conditions (the Terms) govern your use of octavelogistics.co.uk (the Site) and the logistics booking services offered by LOGIC OCTAVE LTD, trading as Octave Logistics (Octave Logistics, we, us, our). LOGIC OCTAVE LTD is registered in England and Wales under company number 15587296, with its registered office at 20 Wenlock Road, London, England, N1 7GU.

1.2. Customers. You and Customer mean the individual or legal entity using the Site or purchasing services. We serve both consumers and business customers. If you act for a business, you confirm that you are authorised to bind that business to these Terms.

1.3. Agreement. By creating an Account, submitting a Booking or using the Service, you agree to these Terms, the applicable Delivery Policy, Refund / Return Policy, and the relevant Carrier Conditions. Please read them before paying for a service. If you do not agree, do not place a Booking.

1.4. Our role. Octave Logistics is a logistics booking platform and freight broker. We arrange access to transport and related services performed by independent third-party carriers (Carriers); we do not ordinarily perform the physical carriage of Shipments ourselves. The Carrier Conditions govern the carrier's transport operations, subject to applicable law and any rights you have against Octave Logistics.

1.5. Mandatory rights. Nothing in these Terms removes or restricts rights, liabilities or remedies that cannot legally be excluded, particularly those arising under applicable consumer protection law. Where mandatory law conflicts with these Terms, mandatory law prevails.

2.1. Account: Your registered profile on the Site.

2.2. Booking: A request for a transport or related service that we accept and confirm, including by issuing the relevant confirmation, shipping label or waybill.

2.3. Carrier: A third-party logistics provider responsible for all or part of the collection, transport, handling or delivery of a Shipment.

2.4. Carrier Conditions: The applicable carrier's published or otherwise disclosed terms, restrictions, service conditions and liability rules.

2.5. Shipment / Consignment: The goods, parcels, documents or freight covered by a Booking.

2.6. Wallet: Where available, the Site's limited-use prepaid credit balance for purchases of eligible Octave Logistics services and settlement of valid outstanding charges in accordance with these Terms.

2.7. Post-Booking Charge: A valid additional charge arising in connection with a Booking after checkout, for example following a Carrier's weight remeasurement, failed collection or return-to-sender.

2.8. Business Day: Monday to Friday, excluding public holidays in England and Wales, unless otherwise stated.

2.9. Volumetric Weight: A chargeable weight calculated by a Carrier using parcel dimensions and its applicable dimensional-weight formula.

2.10. Consumer: An individual acting wholly or mainly outside their trade, business, craft or profession.

3.1. Age and authority. Users must be at least 18 years old and legally able to enter into the relevant contract. Business users must have appropriate authority.

3.2. Accurate information. You must provide truthful, up-to-date and complete information about yourself, the sender, recipient, Shipment, contents, weight, dimensions, value, collection and delivery locations, and applicable customs requirements. You must correct errors promptly.

3.3. Account security. You are responsible for safeguarding your credentials and for activity carried out through your Account, except where liability arises from our own failure or where applicable law provides otherwise. Tell us promptly if you suspect unauthorised use.

3.4. Third-party details. Where you supply sender or recipient information about another person, you must have a lawful basis for doing so and provide any notices required by applicable data protection law. Our handling of personal data is described in the Privacy Policy.

3.5. Prohibited account conduct. You must not impersonate another party, provide false documents, misuse promotions, interfere with security controls or use the Service fraudulently or unlawfully.

4.1. Quotes. Estimates and rate comparisons depend on the information supplied, route, service and Carrier availability. A displayed quote is not a guarantee that the Carrier will accept a Shipment or that later accurately assessed third-party charges cannot arise.

4.2. Checkout. Before submitting payment, you will be shown the amount payable to Octave Logistics for the selected Booking, including any amounts collected at checkout and identified as taxes, fees or optional services. Charges that cannot reasonably be determined at checkout, such as subsequent Carrier adjustments or import assessments, are handled under Section 9.

4.3. Acceptance. A Booking is accepted when we confirm it and issue the relevant booking documentation or label following successful payment. We may decline a request before acceptance if a route, Carrier, service or Shipment is unavailable or non-compliant. If payment was taken for a Booking that we cannot accept, we will arrange an appropriate refund in accordance with applicable law and the Refund / Return Policy.

4.4. Carrier Conditions. The selected service may be subject to additional restrictions concerning packaging, prohibited items, delivery attempts, compensation, liability and claims. We will take reasonable steps to make relevant Carrier Conditions accessible; you should review them before dispatch.

4.5. No guaranteed acceptance. A label or quote does not override legal restrictions, Carrier Conditions or customs requirements. A Carrier may reject or remeasure a Shipment after booking.

5.1. Independent Carriers. Physical collection, movement, storage, customs handling and delivery are undertaken by third-party Carriers and other relevant service providers.

5.2. Service variability. Routes, prices, transit times, maximum weights, tracking, proof-of-delivery features and available cover vary by service, destination and Carrier. Details shown in the shipping calculator or in the Delivery Policy are indicative unless a specific guaranteed service has been purchased and confirmed.

5.3. Pickup and preparation. Pickup dates and windows are estimates unless expressly guaranteed. You must make the Shipment available, correctly packed, labelled and documented at the agreed location.

5.4. Transit estimates. Delays may arise from customs processes, adverse weather, holidays, route restrictions, remote areas, incorrect addresses, Carrier operations, strikes, recipient unavailability or other circumstances outside our direct control. Any contractual guarantee is limited to the terms expressly confirmed for the selected service.

5.5. Additional logistics charges. A Carrier may assess legitimate additional costs after a Booking for inaccurate weight or dimensions, volumetric weight, remote-area collection or delivery, failed pickup, address correction, customs processing, redelivery, storage, re-routing, return-to-sender or similar events. This does not authorise a further card charge. Valid sums are assessed, notified and handled exclusively under Section 9. The applicable types of costs are explained in the Delivery Policy.

5.6. Detailed policy. The Delivery Policy provides indicative service timeframes, a category-based fee schedule, operational information and return-to-sender rules. It forms part of these Terms.

6.1. Compliance and documentation. You are responsible for giving correct customs declarations, descriptions, commodity codes, values, supporting documents and licences where required. The identity and obligations of the exporter/importer of record depend on the actual transaction and applicable law; you must ensure those roles are correctly designated.

6.2. Import charges. Unless the selected service expressly includes a duty-paid arrangement confirmed at checkout or in writing, applicable import VAT, duties, clearance fees, brokerage fees and destination taxes may be payable separately by the sender, recipient, importer or another responsible party under the relevant shipment terms and law.

6.3. Non-payment and non-compliance. If charges are not paid or documents are deficient, a Shipment may be delayed, held, returned, seized or otherwise dealt with by a Carrier or authority. The person responsible under the Booking and applicable law may be charged for valid resulting costs; our collection of those costs follows Section 9.

6.4. Customs decisions. Customs authorities operate independently. We cannot guarantee clearance or a particular tax assessment and cannot override customs decisions.

7.1. Restricted contents. You must not book prohibited, dangerous, illegal, counterfeit or otherwise restricted goods contrary to applicable law or Carrier Conditions. Examples may include explosives, weapons, illegal narcotics, certain hazardous materials, cash or bullion; the actual restrictions depend on the service and destination. Some restricted goods may be accepted only through an expressly agreed specialist service.

7.2. Prohibited destinations and parties. We do not knowingly provide services to or from jurisdictions, routes, individuals or entities where doing so is prohibited by applicable sanctions, export controls, customs laws, trade restrictions or Carrier Conditions. We also do not provide services on unsupported routes, even if they are not legally prohibited.

7.3. Your warranties. You confirm that the goods, origin, destination, sender, recipient, payment source and underlying transaction comply with applicable laws and restrictions. You must not use the Service to evade trade controls or sanctions.

7.4. Refusal and intervention. We may refuse, suspend, cancel or hold a Booking where reasonably necessary to comply with law, respond to a Carrier refusal, investigate credible non-compliance or protect the Service. We may share information with authorities where required or lawfully permitted.

7.5. Consequences. Legal or Carrier action may result in delay, seizure, return, storage, disposal or other costs. Responsibility for charges and any refund is assessed under the applicable law, these Terms and the Refund / Return Policy, rather than through an automatic forfeiture rule.

8.1. Carrier liability. Carriers may be subject to limitations, exclusions and claims procedures under their terms and applicable transport conventions or national law. The relevant regime depends on the shipment and route; there is no universal compensation figure.

8.2. Our responsibility. We remain responsible for our own obligations and for matters for which liability cannot lawfully be excluded. Nothing here excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or other non-excludable liability.

8.3. Indirect losses. To the extent lawful, we are not responsible for losses that are indirect or not reasonably foreseeable when the contract was made. Any exclusion affecting business losses applies only to the extent permitted by law and does not curtail mandatory consumer rights.

8.4. Declared value and cover. Declaring a value does not by itself establish full insurance cover. Any standard Carrier cover or optional enhanced insurance is subject to its specific terms, scope, exclusions, limits and evidence requirements. Availability is shown for the selected service where applicable.

8.5. Customer-caused costs. You are responsible for reasonable, properly evidenced costs directly caused by inaccurate declarations, unlawful contents or your material breach, subject to applicable law. We will not seek duplicate recovery or disproportionate penalties.

8.6. Claims procedure. Claims for loss, damage, shortage or delivery disputes are managed in accordance with Section 11, the Carrier Conditions and any applicable insurance policy.

9.1. Basis of rates. Prices depend on route, service, declared contents and value, actual and volumetric weight, dimensions, collection method, optional services and other booking information. Material inaccuracies may lead to valid Carrier adjustments.

9.2. VAT and taxes. Website prices are initially displayed excluding VAT, import duties, import VAT, destination taxes, clearance fees and other separately identified third-party charges, unless expressly stated otherwise. The amount payable to Octave Logistics at checkout, including any charges collected by us at that time, is displayed before you confirm payment. Charges determined later by Carriers or authorities are not necessarily included in that checkout total.

9.3. UK VAT status. LOGIC OCTAVE LTD is not currently registered for UK VAT and does not add UK VAT to its own charges as a VAT-registered supplier. This does not exempt international Shipments from taxes, duties or charges assessed by third parties. Where we collect third-party amounts at checkout, they must be separately and accurately identified.

9.4. Changes after checkout. A Carrier, customs authority, broker or other provider may later assess a valid Post-Booking Charge. This does not permit us to debit your bank card or initiate a subsequent card transaction. We will identify the amount and reason for the charge and provide the payment or Wallet-settlement information described in Sections 9.10–9.14.

9.5. Upfront payment. Unless separately agreed in writing, Bookings must be paid in full when submitted. We need not confirm a Booking or release documents before successful payment.

9.6. Cards and currencies. Visa and Mastercard payments may be available through a third-party payment processor. Checkout may offer GBP, EUR or USD, subject to the options actually displayed. Issuers may apply exchange-rate differences and bank charges beyond our control.

9.7. Customer-authorised card payments only. Each card payment for a Booking, Wallet top-up or additional amount must be separately initiated and authorised by the Customer. We do not use stored or registered card details to charge customers subsequently, and we do not initiate merchant-initiated transactions (MIT), automatic recurring card payments or other automatic subsequent card debits. The processor may handle transaction information for authentication, refund, security and dispute purposes as explained in the Privacy Policy; this does not grant us authority to make later card charges.

9.8. Wallet purpose. Where offered, Wallet is a limited-use prepaid balance associated with your Account. You may add funds through an expressly authorised top-up and use the available credit towards eligible services. Wallet credits do not accrue interest and are not transferable between users. The existence of Wallet does not authorise recurring or subsequent card charges.

9.9. Wallet non-refundability. Funds voluntarily added to Wallet, including unused purchased balances, are non-refundable and cannot ordinarily be withdrawn, redeemed for cash or transferred, including when you stop using the Site or request Account closure. Promotional, goodwill, referral and other non-purchased credits are also non-refundable and non-transferable. This rule is subject to refunds or repayments required by applicable law, including any applicable consumer rights or remedies for our failure to provide contracted services. We explain the distinction between refunds for a cancelled Booking and refunds of a Wallet top-up in the Refund / Return Policy. Please consider this condition before topping up.

9.10. Valid Post-Booking Charges. Legitimate charges may include under-declared or revised chargeable weight, oversize fees, remote-area fees, address amendments, failed collection or delivery, redelivery, return freight, customs disbursements, storage, lawful disposal, re-routing and other evidenced Carrier-related adjustments arising from your Shipment. There are no fixed platform-wide amounts for these charges; the calculation depends on the relevant provider and circumstances. See the Delivery Policy fee schedule.

9.11. Advance notice before Wallet deduction. Where a Post-Booking Charge or other amount is validly due from you, we may apply available Wallet funds towards that outstanding amount only after notifying you in advance of the sum, its reason and the intended Wallet deduction. The deduction is limited to the valid amount owed and available Wallet funds, subject to mandatory law. We will provide available supporting information on request and consider reasonable objections concerning the charge. A Wallet deduction is an internal allocation of existing prepaid credit; it is not a new card charge.

9.12. Where Wallet funds are insufficient. If Wallet funds are unavailable or insufficient, we will ask you to pay the outstanding amount separately, through a new Customer-initiated and authorised payment. We will not charge a bank card automatically. Subject to law and the circumstances, we may suspend further Bookings or use lawful debt-recovery measures if a valid sum remains unpaid.

9.13. Payment disputes and chargebacks. Where a payment is reversed, declined, disputed or charged back, we may investigate, present relevant transaction and shipping evidence, restrict services where proportionate, and recover amounts properly payable. Any application of Wallet funds remains subject to the advance-notice rule in Section 9.11. Nothing prevents you from exercising chargeback, statutory or other legal rights.

9.14. No unilateral card charges. Neither these Terms, the Delivery Policy nor the Refund / Return Policy gives Octave Logistics authority to debit a Customer's card after checkout without a separate Customer-initiated transaction. The limited advance-notice Wallet deduction mechanism in Section 9.11 is the only exception concerning application of existing prepaid Wallet funds to valid outstanding charges.

10.1. How to request cancellation. Contact info@octavelogistics.co.uk promptly with your Booking reference, shipment details and reason for the request. A cancellation request is not effective as a Carrier stop or recall instruction until it has been accepted or actioned where operationally possible.

10.2. Before service commencement. A Booking can generally be cancelled while the label remains unused, the Shipment has not been collected, scanned or accepted into the Carrier network, and no relevant chargeable step has occurred. A refund, where due, may reflect reasonable, properly incurred non-recoverable costs and applicable consumer rights. We do not impose an undisclosed fixed cancellation fee.

10.3. After service commencement. Once transport, collection, Carrier acceptance or another substantive chargeable service has commenced, cancellation or recall may be unavailable. Charges for completed or properly incurred services are generally not refundable, subject always to mandatory rights, any applicable service guarantee and our responsibility for non-performance. Interception, return or rerouting may create separate charges.

10.4. Failed pickup and amendments. If collection fails because the Shipment is not ready, the sender is absent or information/documentation is inadequate, Carrier charges may apply. Changes to addresses, pickup dates, dimensions or service types depend on Carrier acceptance and may require a separate payment. We will not charge the card automatically.

10.5. Booking refunds versus Wallet top-ups. A refund of an eligible cancelled or unprovided Booking is distinct from withdrawal of a Wallet top-up. Unused Wallet top-up balances are ordinarily non-refundable, including on Account closure, subject to mandatory law. Where a Booking was paid using Wallet credit, any approved cancellation refund will normally restore the corresponding credit to Wallet; this does not convert it into cash-withdrawable funds. Card-funded Booking refunds will normally be returned to the original card, unless you freely choose an alternative permitted method or the law requires otherwise.

10.6. Refund timeframes. We normally review complete refund requests within 5 Business Days and initiate approved refunds within 5–10 Business Days of approval. If a law requires a shorter deadline or different refund process, that law takes precedence. Bank or card posting times may vary; Wallet credits for eligible Booking refunds are normally applied within 1–3 Business Days of approval.

10.7. Claims are separate. Loss, damage, shortage, delivery disputes and delays are considered under Section 11, the Carrier Conditions, relevant insurance and the Refund / Return Policy. A pending claim does not automatically create a right to reimbursement of all shipping charges.

10.8. Consumer rights. Statutory cancellation rights, where applicable, are preserved. Some contracts for the transport of goods on a specified date or during a specified period may fall within a statutory exception to the usual distance-contract cancellation right. Where such an exception does not apply, we will follow the relevant statutory cancellation and early-service rules. No clause here assumes every Booking is exempt.

10.9. Full policy. Eligibility, exclusions, evidence requirements, refund methods and timeframes are explained in the Refund / Return Policy, which forms part of these Terms.

11.1. Prompt reporting. Please report loss, visible or concealed damage, suspected shortage, misdelivery or substantial delay as soon as reasonably possible to info@octavelogistics.co.uk, including your Booking/tracking number. Where practical, provide notice within 7 days of delivery or the expected delivery date, but this request does not replace any shorter Carrier/insurance notification rule or override rights provided by law.

11.2. Evidence. Relevant evidence may include photographs of goods and packaging, the commercial invoice, proof of value, tracking data and a description of the event. Retain packaging where practical because Carriers or insurers may need it for inspection.

11.3. Carrier and insurance process. Claim assessment may depend on Carrier investigation, applicable conventions, policy terms, exclusions and relevant evidence. We will assist with reasonable coordination but do not promise acceptance or a fixed compensation amount.

11.4. Complaints. We aim to review service complaints reasonably and explain the relevant Booking, Carrier or payment outcome. You retain all applicable statutory, regulatory and court remedies.

12.1. Intellectual property. Website content, branding, text, software and design are owned by Octave Logistics or its licensors and protected by applicable intellectual property law. You receive a limited right to use the Site for legitimate personal or business Bookings; no ownership is transferred.

12.2. Acceptable use. You must not copy or exploit the Site commercially without permission, introduce malicious code, scrape or overload systems unlawfully, bypass security measures or infringe others' rights.

12.3. Availability. We may maintain, secure or change the Site and may experience temporary interruptions. We do not guarantee uninterrupted access; any liability for outages is subject to Section 8 and mandatory law.

12.4. Privacy. Personal data is handled in accordance with our Privacy Policy, including disclosures to Carriers, customs authorities and payment processors where lawful and necessary.

13.1. Customer-requested closure. You may ask us to close your Account by emailing info@octavelogistics.co.uk. We may undertake reasonable identity verification and confirm how outstanding Bookings or obligations will be handled.

13.2. Existing Bookings. Closure does not itself cancel an accepted Booking, stop a Shipment, discharge a lawful debt or extinguish an active claim, dispute or chargeback. These remain governed by the relevant policies and law.

13.3. Wallet on closure. Closing your Account does not create a right to withdraw or receive a refund of unused Wallet balance, save where repayment is required by law. You should consider any remaining prepaid credit before requesting closure. Any processing of balances in exceptional legally required cases follows the Refund / Return Policy. We will not treat a request for closure as authority for an additional card debit.

13.4. Outstanding charges. Valid charges may be settled from available Wallet funds only following the advance notification set out in Section 9.11. If there are insufficient funds, any remaining amount must be settled through a separate Customer-initiated payment or other lawful means.

13.5. Our suspension or termination rights. We may suspend or close an Account for material breach, fraud, misuse, credible sanctions concerns, serious security risk or non-payment of valid obligations, subject to proportionality and law. Where practicable and lawful, we will notify you of the reason and any steps available to resolve the issue.

13.6. Data retention. Closure does not require deletion of records that must lawfully be retained for accounting, customs, security, claims, chargebacks or dispute handling. See our Privacy Policy.

14.1. Changes to Terms. We may update these Terms for legal, operational or service reasons. Material changes will be communicated appropriately and do not retrospectively remove rights already accrued under a confirmed Booking without a lawful basis.

14.2. Notices. Operational notices, including Post-Booking Charge notifications and Account communications, may be sent to the email or contact details associated with your Account. You must keep those details current.

14.3. Severability. If any provision is unenforceable, the remainder continues to apply insofar as legally and commercially practicable.

14.4. No waiver. A delay in exercising a contractual right does not by itself waive that right.

14.5. Entire framework. These Terms, our incorporated policies, the confirmed Booking terms and the applicable Carrier Conditions set out the contractual framework, subject to non-excludable law. If there is an inconsistency, mandatory law prevails; as between our documents, these Terms control the general payment and Wallet rules, the Delivery Policy controls operational descriptions and indicative fee categories, and the Refund / Return Policy controls cancellation and refund procedures. No document permits automatic subsequent card charges.

15.1. Applicable law. These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply under the law of your country of habitual residence where those protections cannot lawfully be excluded.

15.2. Courts. For business customers, the courts of England and Wales have exclusive jurisdiction, except where mandatory law provides otherwise. Consumers retain the right to bring or defend proceedings in any courts made available to them by applicable mandatory law.