Refund & Cancellation Policy

1. Scope

This policy applies to any payment made by you through or at the direction of StarPass for a booking advanced under our concierge service. It does not apply to amounts paid directly by you to a third party (for example, a Talent’s management company), which are governed by that third party’s own terms.

2. Submitting a Request Is Free

No payment is required to submit a request on the Services. You pay nothing unless and until you accept a written quote issued by our concierge team.

3. Booking Fee / Deposit

If the quote requires a booking fee or deposit, the quote will state (a) the amount, (b) whether it is refundable, (c) the cancellation window, and (d) the account or processor to which the payment is sent. By paying the fee you accept the quote and these additional terms.

4. Cancellation Windows

Unless a different window is stated in your quote:

• More than 14 days before the scheduled experience: you may cancel and receive a refund of all amounts paid, less a reasonable administrative fee set out in your quote.
• Between 14 days and 48 hours before the scheduled experience: 50% of amounts paid is refundable; the balance is retained to cover costs already incurred.
• Less than 48 hours before the scheduled experience, or after it begins: all amounts paid are non-refundable, except where refund is required by law.

5. Non-Refundable Circumstances

Even within the windows above, amounts are not refundable where:

• the Talent has delivered the requested experience, in whole or in substantial part;
• you fail to attend, appear, or supply information required to deliver the experience;
• the experience has been personalised to you (for example, a recorded shoutout naming you or a recipient);
• the experience is a live entertainment event and falls within the live-entertainment carve-out recognised under EU and UK consumer law;
• your booking has been rescheduled by mutual agreement and the new date also passes without cancellation; or
• the relevant payment processor’s rules prevent a refund (for example, after a chargeback ruling).

6. Force Majeure & Talent Cancellation

If the Talent cancels or the experience cannot be delivered due to an event beyond our reasonable control (for example, illness, travel restrictions, natural disaster, or government action), we will:

1. first, work with the Talent’s representatives to reschedule the experience;
2. if rescheduling is not possible, refund amounts paid, less any non-recoverable third-party costs already incurred (for example, travel booked on your behalf). Any unrecoverable costs will be documented.

7. How Refunds Are Processed

Refunds are issued to the original payment method. Processing typically takes 5–10 business days after the refund is approved, though the exact timing depends on your bank or card issuer. Currency conversion or intermediary fees charged by your bank are not refundable by us.

8. Chargebacks

Please contact us at billing@starpass.site before initiating a chargeback. Initiating a chargeback without first giving us a reasonable opportunity to resolve the issue is a breach of these Terms and may result in suspension of the Services and recovery of our reasonable costs of response.

9. EU & UK Statutory Withdrawal Rights

If you are a consumer habitually resident in the European Economic Area or the United Kingdom, you normally have a 14-day right to withdraw from a distance contract without giving a reason under the EU Consumer Rights Directive 2011/83 and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

However, your withdrawal right does not apply to:

• services fully performed with your prior express consent and acknowledgement that you lose the right once the service is fully performed;
• goods made to your specification or clearly personalised;
• services related to leisure activities, such as concerts, meet-and-greets, personal appearances, and similar live events, if our contract provides for a specific date or period of performance (Article 16(l) of Directive 2011/83; Regulation 28(1)(h) of the UK Regulations).

If you wish to exercise a withdrawal right where it is available, email billing@starpass.site within 14 days of the contract. We will process the refund within 14 days of receiving your notice.

10. U.S. Consumer Protection

Nothing in this policy affects any non-waivable right you may have under U.S. federal or state consumer protection law, including the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, state unfair-and-deceptive-practice statutes, or state-specific refund statutes.

11. Disputes

If we cannot agree on a refund, the dispute resolution sections of our Terms of Service apply.

12. Contact