1. Cancellations made by the customer

1.1 Cancellation with more than 48 hours' notice
Cancellations made more than 48 hours before the scheduled time will receive a 60% refund of the amount paid. If payment was made via card or digital platform, the refund period will follow the operator's rules. If payment has not yet been made, 40% of the agreed amount must be paid.

1.2 Cancellation within 24 to 48 hours
Cancellations made between 24 and 48 hours before the service time will receive a refund of 50% of the total amount. If payment was made via card or digital platform, the refund period will follow the operator's rules. If payment has not yet been made, 50% of the agreed amount must be paid.

1.3 Cancellation between 12 and 24 hours
Cancellations made 12 and 24 hours before the service time will not be refunded, and 100% of the service value will be charged. In this case, the client will not be entitled to a refund. If payment has not yet been made, 100% of the agreed amount must be paid.

2. No-show

2.1 It will be considered a "no-show" when:
If the client is not at the agreed location and does not make contact through the official channels within 30 minutes of the scheduled time, the client will not be entitled to a refund. If payment has not yet been made, 100% of the agreed amount must be paid.

3. Delays

3.1 If the customer is late:
Up to 20 minutes: no additional cost tolerance. From 21 minutes: there will be a charge for waiting time, being in airports, hangars and hotels: R$120.00 per hour from the agreed time, Metropolitan Porto Alegre region: R$100.00 per hour from the agreed time, Serra Gaúcha including airports: R$150.00 per hour from the agreed time. After 30 minutes: the service may be canceled and charged in full, according to the no-show rule. For flight delays, Six Star monitors the arrival in real time, without extra charge, provided that the flight number has been correctly informed. For canceled flights, the cancellation rules described in item 1 of this document apply.

4. Cancellation by Six Star

4.1 We reserve the right to cancel or reschedule a service in cases of:
- Driver or passenger safety;
- Extreme weather conditions;
- *Operational problems;
- Lack of essential customer information;
*In these cases, the customer will be entitled to a full refund if they have already made the payment..

5. Schedule changes

Changes requested more than 6 hours in advance will be reviewed according to availability, at no cost. Changes made less than 6 hours in advance may be treated as cancellations, according to the rules above.