Cancellation Policy

For extended bookings and wedding bookings, we may request a non-refundable or transferable deposit as this secures the vehicle(s) for your chosen date and/or time.

Our standard cancellation terms are below but may be waived depending on cancellation circumstances.

• If a booking is cancelled by the Customer with more than 48 hours from the start of the period of hire, there will be no cancellation charge.
• If a booking is cancelled by the Customer with more than 12 hours but less than 48 hours from the start of the period of hire, 50% of the cost of the booking will be charged.
• If a booking is cancelled by the Customer with less than 12 hours from the start of the period of hire or if the driver is already en-route, 100% of the cost of the booking will be charged.
• If the customer does not appear at the time and place designated as the pickup point, 100% of the cost of the booking will be charged

Punctuality Guarantee

At Stardust Charters, we pride ourselves on providing reliable and timely transportation services. We understand that punctuality is crucial for our clients, and that’s why we offer the following punctuality guarantee.

Guarantee Coverage:

If our chauffeur arrives more than 15 minutes late for your scheduled pickup, we will refund the fee for the first hour of your booking.

Eligibility Requirements:

To be eligible for this guarantee, customers must:

• Provide accurate pickup location and time information during the booking process.
• Confirm their booking at least 24 hours in advance.

Exclusions and Limitations:

This guarantee does not apply in the following situations:

• Delays caused by extreme weather conditions, traffic accidents, road closures, or other events beyond our control.
• Changes to the pickup location or time made by the customer within 24 hours of the scheduled pickup.

Claim Process:

To make a claim under our punctuality guarantee, please follow these steps:

1. Contact our customer service team via phone or email within 48 hours of your scheduled pickup.
2. Provide your booking reference number and a brief description of the delay.
3. Our team will review your claim and, if approved, process the refund for the first hour of your booking within 7 business days.

Dispute Resolution:

In the event of a dispute related to this guarantee, customers may contact our customer service team to discuss the issue further. If a resolution cannot be reached, we will consider third-party mediation or arbitration.

Modifications and Termination:

Stardust Charters reserves the right to modify or terminate this guarantee at any time. Any changes to the guarantee will be communicated to customers via our website and email notifications.

By booking with Stardust Charters, you agree to the terms of this punctuality guarantee. We look forward to providing you with exceptional service and a seamless transportation experience.