Terms and Conditions

1.1. Parties. These Terms and Conditions ("Terms") constitute a legally binding agreement between LOGIC OCTAVE LTD ("Octave Logistics", "we", "us", "our"), a company registered in England and Wales (Company Number: 15587296), with its registered office at 20 Wenlock Road, London, England, N1 7GU, and you ("User", "Customer", "you"), the individual or legal entity accessing our website octavelogistics.co.uk (the "Site") or using our logistics booking services (the "Service").

1.2. Agreement. By registering an account, requesting a quote, booking a shipment, or making a payment, you expressly agree to be bound by these Terms. If you do not agree, you must cease using the Service immediately.

1.3. Nature of Service. You acknowledge that Octave Logistics acts as a freight broker and booking aggregator. We connect you with third-party carriers (such as DHL, UPS, FedEx, TNT, DPD, etc.) to perform the physical transportation of goods. We are not the actual carrier. The transport services are subject to the terms and conditions of the selected Carrier ("Carrier Conditions") in addition to these Terms.

Account: The registered user profile on the Octave Logistics platform.

Booking / Order: A confirmed request for logistics services where a Waybill/Label has been generated.

Carrier: The third-party logistics provider performing the physical transport.

Consignment / Shipment: The goods, parcels, or freight transported under a single Waybill.

Volumetric Weight: The billing weight calculated based on the dimensions of the package, which may differ from the actual physical weight.

Prohibited Items: Goods that are banned from transport by law, safety regulations, or Carrier Conditions.

Wallet: A prepaid balance facility within your Account (if applicable) used to pay for Services.

3.1. Eligibility. You must be at least 18 years old to use the Service. If you are using the Service on behalf of a company (e.g., B2B logistics), you warrant that you have the authority to bind that entity to these Terms.

3.2. Accuracy. You agree to provide current, complete, and accurate information during registration and booking.

3.3. Security. You are responsible for maintaining the confidentiality of your login credentials. Octave Logistics is not liable for any loss or damage arising from your failure to protect your Account.

4.1. Quotes. Rates displayed on the Site are estimates based on the information you provide (weight, dimensions, origin, destination). Rates are legally binding only when a Booking is finalized and paid for.

4.2. Contract. A contract between you and Octave Logistics is formed when we accept your order, process your payment, and issue a shipping label/waybill.

4.3. Carrier Relation. Acceptance of these Terms also implies acceptance of the specific Carrier's terms of carriage (Limited Liability, Prohibited Items, etc.), which govern the physical handling of your shipment.

(This section outlines how we handle the delivery of your service)

5.1. Preparation and Packaging.

Self-Packaging: The Customer is solely responsible for internal and external packaging. Goods must be packed to withstand the rigors of automated transport and handling.

Labeling: You must print and securely attach the shipping label provided by Octave Logistics. Failure to attach the correct label may result in loss of goods or additional charges, for which we are not liable.

5.2. Weight and Dimensions (Audit).

Accuracy: You must declare the exact weight and dimensions of your Shipment.

Volumetric Weight: Carriers charge based on the higher of actual weight or volumetric weight.

Re-weighing: Carriers audit shipments during transit. If the Carrier determines the weight/dimensions are greater than declared, you authorize us to automatically charge the difference to your payment method or Wallet, plus an administrative fee.

5.3. Collection (Pickup).

Windows: Pickup times are estimates (e.g., "9:00 AM - 6:00 PM") and are not guaranteed. The driver acts on behalf of the Carrier, not Octave Logistics directly.

Failed Pickup: If the shipment is not ready, or the location is inaccessible when the driver arrives, a "Failed Pickup Fee" may apply.

5.4. Physical Delivery of Shipments.

Carrier-Executed Service: The physical transportation and delivery of your goods are performed by third-party Carriers selected during the booking process. Octave Logistics facilitates the booking and coordinates the service but does not physically handle or transport the shipment.

Delivery Occurs When: The shipment is successfully handed over to the designated recipient at the delivery address provided by you. Proof of Delivery (POD) may include the recipient's signature, a photograph of the delivered package, or GPS coordinates, as determined by the Carrier's procedure.

Tracking and Visibility: Once the shipment is collected, tracking information will be available in your Account. You can monitor the status of your shipment in real time or near real-time, depending on the Carrier's system updates.

Delivery Attempts: Carriers typically make one or more delivery attempts. If the recipient is unavailable, the Carrier may leave a delivery notification card or attempt redelivery. Additional delivery attempts or re-routing to a collection point may incur extra charges.

Access to Delivery Location: You are responsible for ensuring the delivery address is accessible and that the recipient is available to receive the shipment during normal business hours or the agreed delivery window.

5.5. Transit Times and Estimated Delivery.

Estimates Only: Unless a specific "Time-Guaranteed" or "Express" service is purchased (and confirmed in writing in your booking confirmation), all transit times displayed are estimates only and are not guaranteed.

Delays: Octave Logistics is not liable for delays caused by traffic, weather conditions, customs clearance, strikes, force majeure events, or Carrier operational failures. If you require time-critical delivery, we recommend purchasing a guaranteed service option.

Remote Areas: Deliveries to remote, rural, or hard-to-access locations may incur a "Remote Area Surcharge" and experience longer transit times. Remote area definitions vary by Carrier and are typically based on postal codes.

Customs Delays: For international shipments, clearance times at customs are beyond our control and may significantly extend delivery times. You are responsible for providing accurate customs documentation and ensuring the recipient is ready to pay applicable duties and taxes.

5.6. Delivery Confirmation and Documentation.

Proof of Delivery (POD): Once delivery is complete, the Carrier will update the tracking system with POD information. You can access POD documents (signature, photo, timestamp) via your Account or by contacting our support team at info@octavelogistics.co.uk.

Disputed Delivery: If you believe a shipment was incorrectly marked as delivered, you must contact us within 48 hours of the alleged delivery date with supporting evidence (tracking number, delivery address, recipient statement). We will investigate with the Carrier on your behalf.

5.7. Failed Delivery and Returns.

Undeliverable Shipments: If a Shipment cannot be delivered due to incorrect address, recipient unavailable, refusal to accept the package, or refusal to pay import duties, the Carrier may:

• Return the shipment to the sender (you are liable for all return shipping costs and administrative fees).
• Hold the shipment at a local depot for a limited period (storage fees may apply).
• In extreme cases, dispose of or abandon the goods if they cannot be returned and storage fees exceed the value of the shipment.

Return-to-Sender (RTS): You authorize Octave Logistics to arrange return shipment and charge your payment method or Wallet for all associated costs, including but not limited to return freight, handling fees, and any penalties imposed by the Carrier.

5.8. Support for Delivery Issues.

If you experience any issues with delivery, including non-receipt, damaged packaging upon delivery, or delays beyond the estimated delivery date, please contact our support team immediately at info@octavelogistics.co.uk with the following information:

• Booking/Waybill reference number
• Description of the issue with timestamps
• Photographic evidence (if applicable)
• Contact details of the recipient (if different from sender)

We will investigate and work with the Carrier to resolve the issue in accordance with our Claims Procedure (Section 11) and applicable Carrier Conditions.

6.1. Customer Responsibility. For international shipments, you are the exporter of record. You must ensure the goods comply with all export/import laws of the origin and destination countries.

6.2. Duties and Taxes. Unless explicitly stated as DDP (Delivered Duty Paid), all shipments are DAP (Delivered at Place) / DDU. This means the Receiver is responsible for paying any import VAT, duties, or clearing fees.

6.3. Non-Payment. If the Receiver refuses to pay duties, the shipment may be abandoned or returned. You (the Sender) will be billed for any return costs and unpaid duties charged back to us by the Carrier.

7.1. You agree not to ship items listed as Prohibited by the Carrier or applicable law. This typically includes, but is not limited to:

• Explosives, firearms, and ammunition.
• Illegal drugs or narcotics.
• Counterfeit goods.
• Hazardous materials (unless pre-approved specialized service).
• Cash, bullion, or negotiable instruments.

7.2. Shipping prohibited items voids any insurance and may result in the confiscation of goods and prosecution. You indemnify Octave Logistics against any penalties arising from shipping prohibited items.

8.1. Standard Liability. As a booking platform, Octave Logistics' liability is limited. In the event of loss or damage, compensation is governed by the Carrier's standard liability limits (often based on weight, e.g., under the CMR Convention or Warsaw Convention).

8.2. No Indirect Loss. We are not liable for consequential losses, including loss of profit, income, market, or business opportunity, arising from loss, damage, or delay of a shipment.

8.3. Optional Insurance. We strongly recommend purchasing enhanced transit insurance during the booking process to cover the full value of your goods. Insurance claims are subject to the insurer's policy terms (e.g., proper packaging requirements).

9.1. Pricing Basis. All rates displayed on the Site are based on the shipment details provided by you, including weight, dimensions, origin, destination, service level, and any optional services selected. Any quote shown before checkout is indicative only and may be adjusted if the information provided by you is incomplete, inaccurate, or later found to differ from the actual shipment characteristics.

9.2. Payment Due Before Service. Unless expressly agreed otherwise by us in writing, all Bookings must be paid in full in advance at the time of checkout. We are not obliged to issue a shipping label, confirm a Booking, arrange collection, or release any transport documentation until full payment has been successfully authorised and received.

9.3. Accepted Payment Methods and Currencies. We currently accept payment by Visa and MasterCard. Transactions may be processed in GBP, EUR, or USD, depending on the currency selected on the Site or made available during checkout. If your card issuer or bank applies foreign exchange conversion, bank charges, or card scheme fees, those charges are outside our control and remain your responsibility.

9.4. Wallet. Where available, the Wallet is a prepaid balance facility within your Account that may be used solely for the purchase of services on the Site. Wallet funds are not a bank deposit, do not accrue interest, and may not be transferred to another user. Promotional credits, bonus balances, goodwill credits, and similar non-purchased amounts are non-withdrawable and non-refundable unless we expressly state otherwise.

9.6. Payment Failure, Reversal, or Non-Payment. If any payment is declined, reversed, charged back, or otherwise not successfully received, we may suspend performance of the Service, withhold documentation, suspend your Account, offset the amount against any Wallet balance, and/or recover the unpaid amount by lawful means. You remain liable for all valid charges relating to your Booking, even if delivery has already been arranged or completed.

9.7. No Set-Off or Unauthorised Withholding. You may not withhold, set off, or reduce any amount owed to us unless required by applicable law or expressly agreed by us in writing.

10.4. Customer-Initiated Changes. Any request by you to amend a Booking after payment, including changes to the collection date, delivery address, recipient details, customs information, shipment dimensions, or service type, is subject to operational feasibility and Carrier acceptance. We do not guarantee that changes can be made once a Booking has been confirmed. Where changes are possible, additional charges may apply and must be paid before the amendment is processed.

10.8. Claims Are Not Standard Refunds. Requests relating to loss, damage, shortage, delayed delivery, or alleged service failure are handled as claims under Section 11 and, where applicable, under Carrier Conditions or any separate transit insurance policy. Such matters do not automatically entitle you to cancel a Booking or receive an immediate refund.

10.10. Mandatory Consumer Rights. Nothing in this Section 10 excludes or limits any rights or remedies that cannot be excluded or limited under applicable law. Where mandatory consumer protection law applies, these Terms shall be read subject to those mandatory provisions.

11.1. Reporting. Damage must be reported immediately upon delivery. Concealed damage or loss must be reported to info@octavelogistics.co.uk within 7 days of delivery (or expected delivery date).

11.2. Evidence. You must provide photographic evidence of the damage and the packaging, as well as proof of value (invoice). Failure to keep the packaging for inspection may void the claim.

All content on the Site, including text, logos, software, and design, is the property of LOGIC OCTAVE LTD or its licensors and is protected by UK and international copyright laws.

13.1. These Terms are governed by and construed in accordance with the laws of England and Wales.

13.2. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of London, England.