Terms of Service

Last updated: 13 May 2026

These Terms of Service ("Terms") govern your use of Octave Resolution Services' complaint letter drafting services. By using our services, you agree to these Terms.

1. About Our Services

What We Do

Octave Resolution Services provides professional complaint letter drafting services for UK consumers who have experienced problems with:

• Window installations
• Kitchen installations
• Spray foam insulation
• Home safety hazards
• Other installation failures

What We Are NOT

We do not:

• Provide legal representation
• Appear in court on your behalf
• Guarantee specific outcomes
• Negotiate directly with contractors (unless agreed separately)

2. How Our Service Works

1. Assessment: You complete our problem discovery form
2. Review: We review your case within 24 hours
3. Drafting: We draft a professional complaint letter citing relevant laws
4. Delivery: We send you the letter via email
5. Guidance: We provide instructions on how to send it

3. Your Responsibilities

Accurate Information

You must provide:

• Truthful and accurate information about your complaint
• All relevant documents (contracts, photos, correspondence)
• Timely responses to our requests for clarification

False information may result in:

• Termination of service without refund
• An ineffective complaint letter
• Legal consequences if used fraudulently

Using the Letter

You are responsible for:

• Sending the letter to the correct recipient
• Following our guidance on delivery method (email, registered post, etc.)
• Keeping copies of all correspondence
• Following up appropriately

4. Fees and Payment

Pricing

Our fees are clearly stated before you proceed with the service. Prices may vary based on:

• Complexity of the case
• Urgency of delivery
• Additional services requested

Payment Terms

• Payment is required before we begin drafting your letter
• We accept credit/debit cards and bank transfers
• All prices include VAT where applicable

Refund Policy

You may request a refund if:

• We fail to deliver your letter within the agreed timeframe
• The letter contains factual errors due to our mistake (we'll correct it first)
• You cancel within 14 days before we start drafting (Cooling-Off Period)

No refunds if:

• You provided inaccurate information
• You change your mind after the letter is delivered
• The recipient doesn't respond favorably (outcomes are not guaranteed)

5. Intellectual Property

Your Letter

Once you pay for and receive your complaint letter, you own it. You may:

• Use it to pursue your complaint
• Modify it (though we recommend against this)
• Share it with solicitors or advisors

Our Content

All content on our website (text, images, logos, templates) is owned by Octave Resolution Services and protected by copyright. You may not:

• Copy our templates for commercial use
• Reproduce our website content
• Use our branding without permission

6. Limitations of Liability

No Outcome Guarantees

We cannot guarantee that your complaint will be successful. Outcomes depend on:

• The strength of your case
• The contractor's response
• Legal interpretations
• Evidence available

Liability Cap

Our liability is limited to the amount you paid for our services. We are not liable for:

• Consequential losses (e.g., lost time, additional costs)
• Outcomes of your complaint
• Actions taken by contractors or third parties
• Delays caused by factors outside our control

7. Data Protection

We handle your personal data in accordance with our Privacy Policy and UK GDPR. By using our services, you consent to:

• Collection of your personal information
• Storage in Google Workspace (encrypted)
• Use for the purpose of drafting your complaint letter
• Retention for 2 years after case completion

8. Confidentiality

We treat all case information as confidential. We will not:

• Share your case details publicly
• Disclose your information to third parties (except as required by law)
• Use your case as a testimonial without permission

Exceptions: We may disclose information if:

• Required by law or court order
• Necessary to prevent fraud or crime
• You give explicit consent

9. Termination

You May Terminate

You can cancel our service at any time before we deliver your letter. Refunds depend on the stage:

• Before drafting starts: Full refund
• During drafting: Partial refund (minus work completed)
• After delivery: No refund

We May Terminate

We reserve the right to refuse or terminate service if:

• You provide false information
• You're abusive to our staff
• Your case involves illegal activity
• We have a conflict of interest

10. Complaints and Disputes

How to Complain

If you're unhappy with our service:

1. Email us at nc.octave@gmail.com with details
2. We'll acknowledge within 2 business days
3. We'll investigate and respond within 14 days
4. If unresolved, we'll escalate to our director

Alternative Dispute Resolution

If we can't resolve your complaint, you may use:

• Mediation: Voluntary mediation service
• Small Claims Court: For claims up to £10,000

11. Changes to These Terms

We may update these Terms to reflect:

• Changes in our services
• Legal or regulatory requirements
• Best practice improvements

We'll notify you of significant changes by:

• Updating the "Last updated" date
• Emailing active clients
• Displaying a notice on our website

Continued use of our services after changes means you accept the new Terms.

12. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Severability

If any part of these Terms is found to be unenforceable, the remaining provisions will continue in full force.

14. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Octave Resolution Services.

15. Contact Information

Octave Resolution Services
Company No. 15695005
28-30 High Street, Guildford, GU1 3EL

Email: nc.octave@gmail.com
Phone: +44 20 1234 5678