SHAK STARS LTD · SERVICE INFORMATION
Service Cancellation & Refund Policy Fair terms, clearly explained
This policy explains how cancellation, rescheduling and refund requests are handled for our logistics planning, delivery scheduling guidance and transport coordination consultancy services.
About this policy
SHAK STARS LTD provides logistics planning, delivery scheduling guidance, transport option reviews and related coordination consultancy for businesses and independent operators.
The cancellation and refund arrangements for a particular service may depend on the agreed scope, the type of customer, the stage of work and the terms confirmed before the service begins.
This policy should be read alongside the relevant service confirmation and our Terms & Conditions. It does not replace any mandatory statutory rights.
How to cancel a service
To request cancellation, contact us using the email address or telephone number listed at the end of this page. Email is recommended because it provides a written record of your request.
Please include the following information where available:
- Your name or business name.
- The service or assignment you wish to cancel.
- The relevant confirmation or reference details, if applicable.
- The date you placed the order or accepted the service terms.
- Whether you are requesting cancellation, rescheduling or a refund.
We will aim to acknowledge the request and explain any relevant next steps. If you are exercising a statutory cancellation right, you do not need to use a specific form of words, provided your statement clearly communicates your decision to cancel.
Important: Submitting a general enquiry is not the same as confirming a service booking. Where a service has already been agreed, the applicable contractual and statutory cancellation terms will be considered.
Statutory cancellation rights
Where a customer is a consumer and a service contract is concluded at a distance, such as online or by email, or away from business premises, applicable UK consumer law may provide a cancellation period of 14 days. The precise rules depend on the circumstances and the type of contract.
For a service contract to which the relevant distance or off-premises cancellation rules apply, the 14-day period will generally begin on the day the contract is entered into.
If the statutory cancellation right applies, a consumer may exercise it within the applicable period by clearly informing us of the decision to cancel. Any required pre-contract information and cancellation instructions will be provided where legally required.
Different rules may apply to business-to-business contracts. A business customer should refer to the terms agreed for the particular assignment and any legal rights applicable to that contract.
Nothing in this policy excludes or restricts a consumer’s statutory cancellation rights where those rights apply. The existence and scope of a cancellation right will be assessed according to the relevant contract and applicable law.
Requesting an early start
If a consumer asks us to begin a service during an applicable statutory cancellation period, we will handle that request in accordance with the relevant legal requirements.
Where required, we will obtain the consumer’s express request for the service to begin during the cancellation period and provide the required information about the consequences of cancellation.
If the consumer then cancels after work has begun, an amount may be payable for the service properly supplied before cancellation only where the applicable law permits this and the relevant legal requirements have been satisfied.
Where the law requires particular consent or acknowledgement before a consumer loses a right to cancel following full performance, we will follow those requirements. Full performance does not automatically remove a statutory cancellation right in every situation.
When a refund may be available
Refund requests are assessed against the service agreement, the work completed, any applicable cancellation terms and relevant legal rights. Depending on the circumstances, a refund may be appropriate where:
- A customer is entitled to a refund under an applicable statutory cancellation right.
- A payment was taken for a service that was not provided and the amount is refundable under the agreement or applicable law.
- We agree to cancel an assignment and refund all or part of the fee.
- A refund or price reduction is required by applicable consumer law or another legal obligation.
- A payment was made in error or an overpayment needs to be returned.
Where work has already been carried out, we may need to consider the service supplied, the terms agreed and the applicable legal rules before calculating any amount due.
We will not apply a blanket no-refund rule to remove rights that a customer has under applicable law.
How refunds are processed
If a refund is approved or legally due, we will confirm the relevant amount and arrange the refund in accordance with the applicable contract and legal requirements.
Where a statutory deadline applies, we will process the refund within that deadline. For example, where the relevant UK consumer cancellation rules require a refund within 14 days of receiving the cancellation notice, we will follow that requirement, subject to the applicable statutory rules for the particular contract.
Unless the law or agreement requires otherwise, refunds will generally be made using the original payment method. We will not charge a refund administration fee where doing so would be unlawful.
The time taken for funds to appear in an account may depend on the payment provider or financial institution after the refund has been initiated.
If you believe a refund is due but have not received confirmation, please contact us with the relevant payment and service details.
Rescheduling a service
If you wish to change an agreed service date, meeting or delivery milestone, please contact us as early as reasonably possible.
We will consider whether the change can be accommodated in light of workload, third-party dependencies and the nature of the assignment. Any revised scope, schedule or fee will be discussed before material additional work proceeds.
Rescheduling is subject to agreement and availability. A rescheduling request does not automatically cancel an existing agreement or create an entitlement to a refund unless the agreement or applicable law provides otherwise.
Third-party charges and expenses
Our core service is consultancy and logistics support. A separate carrier, supplier or service provider may charge for transport, bookings, storage, handling or other services.
Where third-party costs form part of an agreed arrangement, we will explain the relevant payment responsibilities to the extent applicable to our role and the information available.
Refunds of charges collected directly by an independent carrier or supplier are generally subject to that provider’s contract and policies, together with applicable law. Where a third party has been paid directly by the customer, the customer may need to contact that provider.
If SHAK STARS LTD has received a payment relating to a third-party cost, the applicable agreement, the nature of the payment and legal requirements will be considered before any refund decision is made. We will not treat a third-party charge as automatically non-refundable in circumstances where a refund is legally due.
If we cannot provide the agreed service
In some circumstances, we may need to decline, pause or cancel an assignment, for example where essential information is unavailable, the requested work falls outside our service scope or circumstances prevent us from proceeding as agreed.
Where we need to cancel an accepted service, we will aim to inform the customer promptly and explain the position. Any refund or other remedy will be determined in accordance with the agreement and applicable law.
If only part of a service has been supplied, the appropriate treatment of any payment will depend on the work completed, the contract and any applicable statutory rights. We will not use this policy to exclude a remedy that is legally required.
Exceptions and legal protections
Cancellation rights can vary according to whether the customer is a consumer or business, how the contract was formed, whether work has started and the nature of the service.
Some services or circumstances may be subject to statutory exceptions or specific conditions. Any such exception will only be relied on where it genuinely applies and the relevant legal requirements have been met.
Nothing in this policy limits rights relating to services not performed with reasonable care and skill, remedies for breach of contract, or other rights that cannot lawfully be excluded or restricted.
Where a provision of this policy conflicts with a mandatory legal requirement, the relevant legal requirement will take precedence.
Questions or disputes about a refund
If you disagree with a cancellation or refund decision, please contact us and explain the issue, including the relevant service confirmation, payment details and any supporting correspondence.
We will review the information available and explain the basis of our decision. If the matter is a complaint about our service or how a request has been handled, please also refer to our Complaints Policy.
You may seek independent advice or use any dispute-resolution route available to you under applicable law. This policy does not prevent you from exercising a statutory right or bringing a legally available claim.
Contact SHAK STARS LTD
To submit a cancellation or refund request, please use the contact details below. Include sufficient information for us to identify the relevant service and payment, where applicable.
Need to change an arrangement?
Contact us with the details of your request. We will review it against the relevant service agreement and applicable legal requirements.