Cancellation Policy

1.What this policy covers

This policy explains what happens when a journey booked through Sixstarlimo is cancelled or changed, whether by you, by us, or by the chauffeur partner assigned to carry it out. It applies to every reservation arranged through this website.

Sixstarlimo is a booking and coordination platform. Journeys are performed by independent professional chauffeurs and licensed transportation companies. This policy governs your booking with Sixstarlimo; it does not replace any separate terms the chauffeur partner may apply to services you arrange with them directly, outside the platform.

2.Booking stages, and why they matter here

A reservation moves through defined stages, and what applies on cancellation depends on which stage it has reached:

• Quote requested. You have submitted a journey. Nothing is reserved and nothing is charged.
• Pending review. We are checking chauffeur availability and confirming a price.
• Confirmed. We have confirmed the vehicle and price with you, and you have accepted. This is the point at which cancellation terms begin to apply.
• Chauffeur assigned. A specific partner has accepted the journey and is holding the time.
• Completed or cancelled. The journey has taken place or been called off.

A request that has not yet been confirmed can be withdrawn at any time at no cost. Simply tell us, quoting the reference on your request.

3.Cancelling a confirmed reservation

To cancel, email info@sixstarlimo.com with your booking reference, or use the contact form. A cancellation takes effect when Sixstarlimo acknowledges it, not when the message is sent, so please allow for that if you are close to the pickup time.

The charge that applies depends on how long before the scheduled pickup the cancellation is received:

• More than [notice period to be confirmed] before pickup: [charge to be confirmed]
• Between [notice window to be confirmed] before pickup: [charge to be confirmed]
• Less than [short-notice period to be confirmed] before pickup: [charge to be confirmed]

Cancellation charges for larger vehicles, group transport, event bookings and long-distance transfers may differ, because those journeys commit a partner’s time and equipment further in advance. Where different terms apply to your booking, they are stated in your confirmation.

The values above are commercial decisions Sixstarlimo must set before this policy is published. Until they are confirmed, the terms stated in your individual booking confirmation are the ones that apply.

4.Changing a reservation

Changes are not the same as cancellations, and we would always rather adjust a booking than lose it. Contact us with your reference and the change you need.

Some changes can usually be accommodated without affecting the price:

• Correcting a passenger name or contact number
• Updating a flight number after an airline change
• Minor adjustments to the pickup time within the same period of the day

Others change the journey materially and are re-quoted before they take effect:

• Changing the pickup or destination address
• Adding or removing stops
• Changing the date, or moving the time significantly
• Changing the vehicle category, passenger numbers or luggage

A change we cannot fulfil may have to be treated as a cancellation and a new booking. If that is the case we will tell you before anything is cancelled, so you can decide.

5.No-shows and waiting time

A no-show is where the chauffeur arrives at the agreed pickup point at the agreed time, waits for the applicable period, and cannot make contact with the passenger. A no-show is charged as a completed journey.

Complimentary waiting time is stated in your booking confirmation. It is normally longer for airport pickups than for other pickups, because arrival times are less predictable. Beyond the complimentary period, waiting is charged at [waiting rate to be confirmed].

If you are running late, contact us or your chauffeur as soon as you know. Almost every no-show is avoidable with one message.

6.Airport pickups

Where you have given us a flight number, the pickup is planned around the actual arrival time rather than the scheduled one, and complimentary waiting time is measured from the point stated in your confirmation.

If your flight is cancelled or diverted, tell us as soon as you can. A journey that cannot take place because of a cancelled flight is treated as [treatment of flight-cancellation cases to be confirmed].

If you do not supply a flight number, we cannot plan around the arrival, and normal waiting and no-show terms apply from the booked pickup time.

7.If Sixstarlimo or the chauffeur has to cancel

Occasionally a confirmed journey cannot go ahead: a vehicle becomes unavailable, a partner has an incident on an earlier journey, or conditions make the route unsafe. Where that happens we will:

• Tell you as soon as we know;
• Try to arrange an equivalent vehicle from the network; and
• Where no alternative can be arranged, cancel the reservation without charge and refund any amount already paid for that journey.

We do not charge you for a journey we could not provide. Consequential costs (a missed flight, a missed meeting, alternative transport you arrange yourself) are addressed in the terms and conditions and the standard policy and disclaimer.

8.Refunds

Where a refund is due, it is returned to the original payment method. Processing time depends on your payment provider; Sixstarlimo will issue the refund within [refund processing period to be confirmed] of the cancellation being agreed.

Because no payment is taken at the point of request, a journey cancelled before confirmation involves no refund, because there is nothing to return.

9.If you disagree with a charge

Email info@sixstarlimo.com with your booking reference and what you believe is wrong. We will review the booking record, including the times the journey was requested, confirmed and cancelled, and respond with our position.

If the matter is not resolved to your satisfaction, the escalation route is set out in the terms and conditions.

10.Changes to this policy

We may update this policy. The version that applies to your journey is the one in force when your reservation was confirmed, and the terms in your booking confirmation take precedence over anything stated here.