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    Our Policies

    Model X Chauffeur visiting Howard Park Wines in Margaret River

    Service Policies & Guarantees

    Our Commitment to You

    At Stardust Charters, we believe in transparent policies and guaranteed service. Our commitment to excellence is backed by clear terms and a punctuality guarantee that protects your interests.

    Standard Bookings

    • Free cancellation with 48+ hours notice
    • 50% fee for cancellations between 12-48 hours
    • 100% fee for cancellations under 12 hours
    • 100% fee for no-shows or when driver is en-route

    Special Event & Wedding Bookings

    • 50% Deposit required for extended bookings
    • Deposit secures vehicle and date
    • Deposit may be transferable (case-by-case basis)
    • Deposit may be refunded based on notice given and circumstances

    Our Punctuality Promise

    • Guaranteed on-time arrival for all services
    • Full refund of first hour if driver is 15+ minutes late
    • Immediate notification of any potential delays
    • Backup vehicle availability

    Eligibility Requirements

    1. Accurate pickup location provided
    2. Booking confirmed 24+ hours in advance
    3. No last-minute changes to booking
    4. Valid for all service types

    Exclusions

    • Extreme weather conditions
    • Major traffic incidents
    • Road closures
    • Force majeure events
    • Customer-initiated delays
    • Last-minute booking changes

    Claim Process

    Making a Claim

    1. Contact within 48 hours of service
    2. Provide booking reference
    3. Describe the delay circumstance
    4. Submit via phone or email

    Resolution Timeline

    • Acknowledgment within 24 hours
    • Review completed within 48 hours
    • Refund processed within 7 business days
    • Written confirmation provided

    Special Requirements

    Accessibility Support

    • Wheelchair-Accessible Options: Most vehicles suitable for foldable wheelchairs. Model X / Large SUV suitable for portable mobility scooters.
    • Personalised Assistance: Chauffeurs trained to provide dignified, attentive support
    • Equipment Transport: Secure storage for mobility devices and medical equipment
    • Extended Boarding Time: Unhurried entry and exit process
    • Inclusive Pricing: All accessibility options provided at no extra cost

    Child Safety Commitment

    • Premium Safety Restraints: High-quality car seats and boosters for all age groups
    • Advance Reservation: Request child safety equipment when booking
    • Age-Appropriate Protection: Correctly sized restraints from infant to booster
    • Expert Setup: Professionally installed by experienced chauffeurs
    • Australian Standards Compliant: All equipment meets or exceeds safety regulations

    We value your time and understand that occasional delays happen. Each booking includes a generous complimentary waiting period:

    • 15 minutes: Standard pickups (residential, office, commercial locations)
    • 30 minutes: Special event pickups
    • 30 minutes: Domestic airport arrivals
    • 60 minutes: International airport arrivals

    When Your Waiting Period Begins

    • For standard pickups: From your scheduled pickup time
    • For airport pickups: From the actual landing time of your flight

    Additional Waiting Charges

    If your chauffeur waits beyond the complimentary period, the following rates apply:

    • Sedan vehicles: $1.50 per minute
    • Specialty vehicles: $2.50 per minute

    Charges are calculated per vehicle and added to your final payment.

    Payment Options

    • Cards: All major credit and debit cards accepted
    • Bank Transfer: Secure direct deposit for advance bookings
    • Corporate Solutions: Streamlined billing for business clients
    • Online Convenience: Quick, secure payment portal
    • Select Cash Payments: Available for pre-approved clients

    Our Pricing Promise

    • All-Inclusive Rates: The price you see is the price you pay
    • Zero Hidden Costs: No surcharges (excludes waiting charges)
    • Consistent Pricing: No surge pricing during peak times
    • GST Inclusive: All quoted prices include GST
    • Upfront Transparency: Clear, detailed quotes before booking

    Special Requirements

    Accessibility

    • Advance notice required
    • Special assistance available
    • Mobility equipment storage
    • Extra time allowance
    • No additional charge

    Child Safety

    • Car seats and boosters available
    • Pre-booking required
    • Age-appropriate restraints
    • Professional installation
    • Safety compliance

    Luggage Policy

    Capacity Guidelines

    • Model X: 4 passengers with 4 large suitcases + carry-ons
    • Model Y: 4 passengers with 2 large suitcases + carry-ons
    • Advance notice for excess luggage
    • Trailer service available on request
    • Sports equipment accommodation
    • Special items by arrangement

    Restricted Items

    • Hazardous materials
    • Illegal substances
    • Unpackaged food/drink
    • Uncaged animals
    • Unsecured items
    • Dangerous goods

    Pet Transportation Policy

    Permitted Animals

    • Service animals always permitted
    • Small pets in carriers
    • Advance notification required
    • Cleaning fee may apply
    • Size and Breed restrictions may apply

    Health & Safety Policy

    COVID-19 Measures

    • Regular vehicle sanitisation is carried out
    • Air purification – All vehicles fitted with HEPA filtration
    • WA Government Mandates for mask requirements, distance protocols and hygiene standards to be followed

    Alcohol Policy

    Alcohol is permitted to be consumed by adults under certain circumstances in our vehicles.

    (Per Liquor Control Regulations 1989 8F and Department of Transport regulations)

    • The transfer must be pre-booked and at least one continuous hour
    • Alcohol is not permitted for juveniles or during student transfers such as school balls
    • Drunk persons are not permitted to consume alcohol
    • Vehicle must not be equipped to carry more than 14 passengers (Bus/Coach)

    We do not sell or supply alcohol in our cars, so any alcohol required by guests is BYO only.

    We supply chilled water for all guests.

     

    Should you require clarification on any of our Policies, please contact us

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