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.

5.1. Octave Logistics arranges access to delivery, courier, parcel, freight, and related logistics services provided by third-party carriers. The physical collection, transport, handling, customs movement, and delivery of shipments are performed by independent carriers.

5.2. Delivery services, carrier availability, prices, transit times, maximum weights, tracking features, signature requirements, insurance options, and delivery conditions may vary depending on the origin, destination, route, shipment type, carrier network, service level, and information provided by you during booking.

5.3. Transit times shown on the Site, in the shipping calculator, during checkout, or in any carrier comparison table are indicative only unless a specific guaranteed service is expressly purchased and confirmed. Transit times may be affected by customs clearance, remote area handling, holidays, peak periods, weather, strikes, carrier operations, documentation issues, incorrect shipment information, recipient availability, and other factors outside our direct control.

5.4. Collection windows and pickup times are estimates only unless expressly confirmed as guaranteed by the relevant carrier. You are responsible for ensuring that the shipment is ready for collection, properly packed, labelled, documented, and available at the collection address.

5.5. Additional charges may apply after booking where the information provided by you is inaccurate or incomplete, or where the carrier imposes additional charges, including for failed collection, failed delivery, address correction, remote area delivery, overweight or oversize shipments, volumetric weight recalculation, storage, customs clearance, return-to-sender, re-routing, redelivery, disposal, or other carrier-imposed fees.

5.6. Further information on indicative transit times, delivery conditions, collection rules, fee categories, surcharges, customs matters, failed delivery, and return-to-sender situations is set out in our Delivery Policy. The Delivery Policy forms part of these Terms.

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).

8A.1. We do not provide services to or from prohibited, sanctioned, embargoed, restricted, or unsupported jurisdictions, territories, persons, entities, or routes.

8A.2. You must not use the Service in any way that would breach applicable sanctions, export controls, customs laws, trade restrictions, anti-money laundering rules, carrier restrictions, or any other applicable law or regulation.

8A.3. You must not place a Booking where the sender, recipient, beneficial owner, goods, destination, origin, route, payment source, or underlying transaction is subject to sanctions, trade restrictions, export controls, customs prohibitions, or carrier restrictions.

8A.4. We may refuse, cancel, suspend, delay, block, or report any Booking, shipment, account, transaction, or activity where we reasonably believe that it may involve a prohibited jurisdiction, sanctioned person or entity, restricted goods, unsupported route, suspicious activity, inaccurate information, or a breach of applicable law, carrier rules, or these Terms.

8A.5. You are responsible for ensuring that your shipment, transaction, recipient, goods, documentation, and route comply with all applicable import, export, customs, sanctions, and trade control requirements.

8A.6. We are not liable for any delay, loss, seizure, return, disposal, destruction, refusal, penalty, charge, or non-delivery caused by sanctions screening, customs controls, export restrictions, carrier refusal, unsupported destinations, or your failure to comply with applicable legal or carrier requirements.

9.1. Prices displayed on the Site are based on the shipment details provided by you, including weight, dimensions, origin, destination, service level, declared contents, declared value, and any optional services selected.

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

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

9.4. Where any taxes, duties, customs charges, clearance fees, disbursement fees, or third-party charges are shown during checkout, they may be based on available information at the time of booking. Final amounts may vary if customs authorities, carriers, brokers, payment providers, or other third parties assess additional charges after booking.

9.5. The final amount payable to us for the Booking will be displayed before you confirm payment. You are responsible for reviewing all charges before completing the Booking.

9.6. 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 charges, disbursement fees, and similar destination charges.

9.7. 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.

9.8. 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.

9.9. If your card issuer, bank, payment provider, or card scheme applies foreign exchange conversion, bank charges, card scheme fees, international payment fees, or other charges, those charges are outside our control and remain your responsibility.

9.10. 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, payment account, savings product, or e-money account, 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.

9.12. Where reasonably possible, we will provide supporting details of post-booking charges upon request.

9.13. If any payment is declined, reversed, charged back, disputed, or otherwise not successfully received, we may suspend performance of the Service, withhold documentation, suspend or restrict 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, commenced, or completed.

9.14. 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.

12A.1. You may request closure of your Account at any time by contacting us at info@octavelogistics.co.uk.

12A.2. Account closure does not automatically cancel any active, pending, in-transit, disputed, or partially fulfilled Booking. Any active Booking will continue to be handled in accordance with these Terms, the Delivery Policy, the Refund / Return Policy, the applicable carrier terms, and any other applicable policies.

12A.3. Before closing your Account, we may require you to:

• pay any outstanding charges, surcharges, adjustments, fees, chargebacks, or other amounts due;
• resolve any open claims, disputes, investigations, or chargebacks;
• provide information reasonably required for accounting, fraud prevention, compliance, customs, or legal purposes; and
• confirm how any eligible unused purchased Wallet balance should be handled in accordance with our Refund / Return Policy.

12A.4. Promotional credits, bonus funds, goodwill credits, referral credits, or other non-purchased Wallet balances are not redeemable, transferable, or refundable upon Account closure unless we expressly state otherwise in writing.

12A.5. Closing your Account does not affect any rights, obligations, liabilities, payment obligations, indemnities, limitations of liability, records retention rights, compliance obligations, or dispute resolution provisions that arose before closure or that are intended to survive termination.

12A.6. We may retain certain information after Account closure where necessary for legal, tax, accounting, customs, regulatory, fraud prevention, sanctions screening, dispute handling, chargeback defence, recordkeeping, or legitimate business purposes, as further described in our Privacy Policy.

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.