At LuxuStars, we encourage honest reviews and using photos to document your experience. However, refunds are only issued under the listing’s cancellation policy or when the provider clearly failed to deliver what was promised.

What counts as a service issue:

• Provider no-show (the service was not delivered).
• The service does not match the listing (activity, route, duration, or conditions are materially different).
• Safety or hygiene issues that reasonably prevent use of the service.

What doesn’t qualify for a refund:

• Personal preference or subjective dissatisfaction when the service matched the listing (e.g., “it wasn’t what I expected”).
• Minor inconveniences that don’t materially impact the experience.
• Events outside the provider’s control (weather, traffic) when the service was still delivered.

How to request a refund for service issues:

1. Contact the provider via the Message Center and explain the issue; many cases are resolved directly.

2. Open a case in the Resolution Center if no agreement is reached.

3. Submit evidence: clear photos or video of the issue, your booking number, date and time, and relevant on-platform chat excerpts.

How we evaluate your case:

• We review the listing, your evidence (photos, chat logs), and the applicable policies.
• If a provider breach is confirmed, we may issue a full or partial refund or a credit, depending on severity and documentation.

For your protection, keep all communication inside LuxuStars and submit evidence as soon as possible. This speeds up review and helps us make a fair decision.