01
Before an assignment is confirmed
You may withdraw an enquiry before confirmation without a cancellation charge from Northstar. If you expressly authorised paid preliminary work or a disclosed non-recoverable reservation cost, we will identify that commitment before it is incurred.
02
How to request a change or cancellation
Email operations@svsnorthstar.com and use the operational channel in your Service Confirmation if timing is critical. Include the reference, service date, exact change and contact details. A request is treated as received when it reaches the agreed channel, as shown by the available delivery record. We will acknowledge it as soon as reasonably practicable; a later acknowledgement does not change the recorded receipt time.
03
Booking-specific terms
There is no hidden universal percentage. The quotation or Service Confirmation must state the applicable cancellation deadline, amendment charge, waiting period and any provider amount that may be non-recoverable before you accept.
A deduction must reflect a disclosed entitlement, work performed, a fairly incurred provider cost or another lawful basis. We do not impose a disproportionate penalty merely because a booking was cancelled.
The applicable deadline and time zone, amendment and no-show treatment, non-recoverable provider cost and refund calculation method are stated before acceptance. Where legally and contractually available, reasonable evidence of a provider cost relied on in the calculation can be supplied on request.
04
Consumer cooling-off rights
Some distance contracts give consumers a 14-day cancellation right. The rules depend on the exact service and timing; not every travel-related or date-specific service is treated the same way.
If you ask us to begin during an applicable cooling-off period, we will request that instruction separately. If lawful, you may have to pay a proportionate amount for work supplied before cancellation and may lose the cancellation right once the service has been fully performed with the required consent.
05
Late arrival, no-show or non-cooperation
A no-show is assessed against the confirmed meeting instructions, contact attempts and waiting period. If a traveller, driver or associate follows a different route contrary to lawful instructions, supplies incorrect information or repeatedly cannot be contacted, delivery may be affected.
This does not automatically remove every right to a refund. We review the confirmed scope, evidence, work performed, responsibility and recoverable provider cost before deciding the financial treatment.
06
Schedule and passenger-detail changes
A change to date, time, airport, terminal, flight, passenger count, vehicle capacity, baggage or accessibility needs may require a new quote. We will explain the effect before committing additional cost.
07
If we or a provider cannot deliver
Where a material element becomes unavailable, we will seek a reasonably comparable alternative where practicable. You may reject a materially different alternative.
If the agreed service is cancelled or materially not delivered due to our breach, available remedies may include re-performance, a price reduction or refund for the affected element, subject to the evidence, contract and applicable law.
Northstar remains responsible for its agreed coordination work. Under a client-direct provider model, the provider’s terms govern remedies for its physical service and Northstar supplies the coordination record and reasonable escalation support. Under a Northstar-supplied model, Northstar manages the client-facing remedy for the service it sold.
08
Refund process
We confirm the approved refund amount and calculation in writing. Refunds are normally returned to the original payment method unless another lawful route is agreed.
We provide the processing status after internal and provider reconciliation. Bank and payment-provider crediting times are outside our control. Any statutory refund will be made within the period required by law.