Customer Terms and Conditions

1.1 Who we are

Stellar Executive Transport Inc. ("Stellar", "we", "us", "our") is a corporation incorporated in the Province of Alberta and operating as a licensed livery transport business in Calgary, Alberta.

1.2 What these Terms cover

These Terms apply to every booking for chauffeur transportation services made with Stellar, however that booking is made — through our website, by telephone, by email, by live chat, through any booking platform we operate, or through any other channel we identify in a booking confirmation. They apply to the person or organization making the booking and to every passenger carried under it.

If you book on behalf of someone else, you are the customer for the purposes of these Terms. You are responsible for payment, for any cancellation, waiting or no-show charges, and for passing the relevant trip and safety information on to the passengers travelling.

1.3 Version and effective date

Each version of these Terms carries a version number and an effective date, shown on the first page. The version identified in your booking confirmation is the version that governs that booking. Later changes to these Terms or to our website do not alter a booking that has already been confirmed and accepted. Superseded versions are archived and available on request from the contact in Section 1.1.

1.4 How you accept these Terms

Before you enter into a booking, we will display or link these Terms together with the itemized price of the service, and give you an express opportunity to review the details, correct any errors, and accept or decline the booking. You accept by signature, by ticking an acceptance box, by selecting an acceptance control in the booking flow, or by an affirmative electronic response that can be retained.

We record the date and time of acceptance, the booking reference, the version of these Terms accepted, and the method of acceptance. We will provide you with a copy of the accepted booking confirmation and these Terms in a form you can save or print, and in any event within 15 days of the booking being made.

Electronic acceptance is given legal effect under Alberta's Electronic Transactions Act.

1.5 Corporate and trade accounts

Billing accounts, credit limits, Net 30 payment terms and prepaid account funds are not governed by these Terms. They are available only under a separate written Corporate and Trade Account Agreement approved by Stellar. That Agreement also governs bookings made by a hotel, travel agency, concierge service, event planner or similar business on behalf of its own guests or clients. Where such an Agreement is in place, these Terms continue to apply to each booking except to the extent that Agreement expressly provides otherwise.

1.6 Your statutory rights

Nothing in these Terms limits, waives or releases any right, benefit or protection you have under Alberta's Consumer Protection Act, the Alberta Human Rights Act, or any other applicable law. Where any provision of these Terms conflicts with such a right, that right prevails and the rest of these Terms continues to apply.

2. Definitions

In these Terms:

• "Airport Pickup" means a transfer where the pickup point is an airport terminal and the passenger is arriving on an identified flight.
• "Base Fare" means the fare for the transportation service itself as stated in the booking confirmation, excluding taxes, gratuities, tolls, parking, airport fees, waiting charges, overtime and optional extras.
• "Booking Confirmation" means the written confirmation issued by Stellar under Section 3.4.
• "Business Day" means a day other than a Saturday, Sunday or statutory holiday in Alberta.
• "Chauffeur" means the driver assigned to provide the service, whether employed or engaged by Stellar or by a licensed affiliate operator under Section 9.3.
• "Complimentary Waiting Period" means the included waiting time under Section 5.
• "Customer", "you" and "your" mean the person or organization that makes the booking and agrees to pay for it.
• "Hourly Service" means a service booked for a reserved period of time rather than for a single point-to-point journey.
• "Multi-Day Booking" means a single booking covering services on two or more calendar days.
• "Passenger" means any person carried under a booking.
• "Reserved Base Fare" means, for a Standard Transfer, the Base Fare for that transfer; for an Hourly Service, the charge for the reserved hours; and for a Multi-Day Booking, the Base Fare allocated to the relevant day in the Booking Confirmation.
• "Service Start Time" means the confirmed pickup time or, for an Hourly Service, the confirmed start of the reserved period, as stated in the Booking Confirmation.
• "Standard Transfer" means a point-to-point transfer that is not an Airport Pickup and not an Hourly Service.
• "Vehicle" means the vehicle class confirmed in the Booking Confirmation, or a substitute provided under Section 9.2.

3. Bookings

3.1 Services we provide

Stellar arranges and provides pre-booked executive airport transfers, point-to-point transfers, return trips, Hourly Services and Multi-Day Bookings. Our services are pre-booked only; we do not accept street hails.

3.2 Who may book

You must be at least 18 years of age, or book through an authorized adult representative. A person booking for an organization confirms that they have authority to bind that organization to these Terms.

3.3 Quotations and pricing errors

A quotation is not a confirmed booking. Quotations are valid for 48 hours from issue and remain subject to vehicle and chauffeur availability. Prices shown on our website or in a quotation are invitations to book, not binding offers. Where a price, fare or rate is obviously incorrect as a result of a typographical, system or pricing error, we may correct it and re-quote before issuing a Booking Confirmation; you may then accept the corrected price or decline without charge.

3.4 When a booking is confirmed

A booking is confirmed only when all of the following have occurred: we have issued a written Booking Confirmation; you have expressly accepted that confirmation and these Terms in accordance with Section 1.4; and any stated deposit has been received. One-way, return and multi-day services are covered only as specified in the Booking Confirmation. Any additional journey requires a separate booking unless expressly included.

Every Booking Confirmation will state:

• the service booked, the vehicle class, and the passenger and luggage capacity;
• the Base Fare or hourly rate, the booked duration and any included distance;
• the hourly waiting rate and the hourly overtime rate, where these may apply;
• taxes, mandatory fees and any agreed extras;
• the total price for the confirmed service and the currency;
• the payment due date, and any required deposit amount and due date;
• for return or combined bookings, the Base Fare allocated to each transfer;
• for Multi-Day Bookings, the service dates, daily service hours, distance allowances, the Base Fare allocated to each day, and any agreed overnight or chauffeur accommodation expenses;
• a summary of the cancellation, waiting-time and no-show provisions, and a link or reference to these Terms and their version number;
• our privacy contact by name or position, with contact details and access to our privacy notice;
• the channel through which cancellations and changes may be submitted.

A charge that is not disclosed and accepted in the Booking Confirmation is not payable, except where Section 4.2 applies.

3.5 Information you must give us

You must give us accurate and complete booking information, including pickup and drop-off addresses, the number of passengers, the amount and size of luggage, a contact telephone number reachable on the day of travel, any child restraint requirements under Section 10.2, any accessibility needs under Section 10.1, and for Airport Pickups the correct flight number and arrival date. You must tell us promptly of any change.

Where a service cannot be provided, is delayed, or costs more because the information you gave was inaccurate or incomplete, the resulting charges are payable and Section 8 may apply.

3.6 Changes to a confirmed booking

Requests to change a confirmed booking must be submitted through a channel listed in Section 6.6. A change takes effect only when we confirm it in writing, and is subject to availability and the rates then applicable. Changes to the booked date or time are handled under Section 6.5. Adjustments for verified flight delays are handled under Section 7.

4. Pricing and payment

4.1 What you pay

You pay the total price stated in the Booking Confirmation, together with any additional charges properly applied under these Terms. Gratuities are voluntary unless you have expressly agreed to a specific amount in advance.

4.2 Additional charges

Any additional charge must state its amount or its method of calculation and the circumstances in which it applies. Where a charge was disclosed and accepted at the time of booking, we may apply it when those circumstances occur without seeking further approval. Otherwise we will obtain your express agreement before the additional cost arises.

4.3 Stops, route changes and extra time

Customer-requested stops, route changes, extra time and other additions are subject to availability and to the agreed pricing. Ordinary traffic delays do not increase a fixed transfer fare. We select the route, taking into account traffic, road and weather conditions, unless you have specified a route in advance and we have confirmed it.

4.4 Overtime on hourly services

An Hourly Service covers the reserved period stated in the Booking Confirmation. Customer-approved overtime is charged by the minute at the disclosed hourly overtime rate divided by 60, plus applicable tax. No separate waiting-time charge applies to any period already billed as Hourly Service.

4.5 Distance on hourly services

Hourly services include the distance allowance per booked hour disclosed in your Booking Confirmation (normally 55 kilometres per hour). The allowance is the disclosed kilometres per hour multiplied by the hours booked, including any additional hours expressly agreed with you and recorded by the office. The allowance applies to the total distance driven during your service.

If the recorded distance exceeds that allowance, the additional whole kilometres are charged at the rate for your selected vehicle disclosed before booking and recorded in your Booking Confirmation. Distance is rounded to the nearest whole kilometre, with half a kilometre rounded up. The disclosed rate and allowance remain applicable even if our published prices change later.

Any additional distance charge is calculated after the trip from the recorded distance driven or the start and end odometer readings. If you agreed under Section 4.7(b) that we may keep your card for this booking, our office may charge this disclosed charge to that card and will provide an itemized receipt; otherwise we send you a secure payment link. Applicable GST is added. Where no automatic kilometre rate was disclosed for your vehicle, no automatic distance charge will be taken.

4.6 Receipts and deposits

We will provide an itemized receipt showing all charges, taxes, payments received and any outstanding balance. Deposits are credited toward the total amount payable. Any refund or retention of a deposit is governed by the cancellation terms disclosed and accepted at booking, subject to applicable law.

4.7 Payment methods and card security

Card payments must be processed through a secure payment channel that complies with the Payment Card Industry Data Security Standard. Full card numbers and card security codes are not recorded on this document or on any booking form. Accepting these Terms does not by itself authorize us to keep your card or to charge it later. We keep or charge a card only as you separately agree at checkout under this Section.

(a) The only automatic charge. The only charge we ever take from a card without you being present, and without a staff member deciding it, is waiting time under paragraph (d), and only if you tick the separate box for it. Every other charge under this Section is made by our office, by a staff member, for one booking at a time.

(b) Keeping your card for a booking. At checkout we ask, in a box that is never ticked for you, whether we may keep your card for that booking. You must tick it to hold a booking you pay by Interac e-Transfer or Wise, because the card holds the booking until your payment arrives. If you pay by card, it is optional. If you do not tick it, we do not keep your card, and anything owed is sent to you as a secure payment link or invoice.

(c) What our office may charge to a card kept for a booking. If you tick the box in (b), our office may charge that card only for these charges that apply to that booking, plus only tax legally applicable. Anything you have already paid for the booking is deducted first.

• A cancellation charge under Section 6.1: no charge if you cancel 48 hours or more before pickup; 50% of the base fare from 12 to 48 hours before; 100% within 12 hours or once the service has started.
• A no-show charge under Section 8.2: 100% of the base fare.
• On hourly services only, extra distance under Section 4.5, at the per-kilometre rate shown in the box and in your Booking Confirmation.

(d) Automatic waiting charge, only if you choose it. At checkout you may also tick a second, separate box, never ticked for you, asking us to charge waiting time automatically. The box shows your booking's per-minute rate, the minutes included and the limit. If you tick it, after a completed transfer we charge waiting under Section 5.3 to the card you paid with, without asking you again. We charge:

• only the minutes after the Complimentary Waiting Period;
• at that rate, plus tax;
• for no more than 60 minutes of paid waiting per transfer.

We charge automatically only when our records show your chauffeur's arrival and your boarding. Waiting over 60 minutes, or any uncertain case, is reviewed by our office and sent to you as a secure payment link or invoice; it is not charged automatically. We never charge both a waiting charge and a no-show charge for the same transfer. This box is optional, your booking never depends on it, and you can withdraw this choice at any time before pickup by contacting us. Without it, any waiting charge is sent to you as a secure payment link or invoice.

(e) Saving a card to your account. You may choose to save a card to your Stellar account, either with a separate, optional box at checkout or in your account settings. A saved card is used only when you choose it to pay a booking. Our office may charge it under (c), or automatically under (d), only for a booking where you ticked those boxes.

(f) Receipts and questions. We send an itemized receipt by email for every charge to a kept or saved card, showing what it is for, the time or distance, the rate and the tax. If you think a charge is wrong, reply to the receipt or contact us within 30 days, and we will review it and refund any amount charged in error. If your bank asks you to confirm a charge, or the card is declined, we do not retry it; we send you a secure payment link instead.

(g) How long we keep a card. A card kept for a booking under (b) is removed from Stripe 30 days after the trip, once nothing is still owed. That is the time we need to charge any waiting or extra distance, and the time you have to question a charge. It is removed at once if the booking is cancelled with nothing owed, or when you delete your Stellar account. A card saved to your account under (e) stays until you remove it in your account or the Stellar app, or delete your account. You can ask us to remove any card at any time. Anything still owed under these Terms is then sent to you as a secure payment link. Each agreement to keep a card covers that booking only and does not change; a new version of these Terms applies only to later bookings (Section 21.2). If we change how we use a card saved to your account, we email you at least 30 days before the change, and you can remove the card.

4.8 Currency

All prices, payments and refunds are in Canadian dollars (CAD). Any refund is calculated from the amount you paid in CAD for the affected service, less any applicable cancellation charge, and is issued in CAD. If your bank or payment provider converts a payment or refund into another currency, its exchange rates and fees apply. We do not adjust refunds to compensate for exchange-rate movements or currency-conversion fees charged by your bank or payment provider, subject to applicable law.

4.9 Taxes

Prices are stated exclusive of Goods and Services Tax (GST) unless the Booking Confirmation says otherwise. GST is charged at the prevailing rate and shown separately on your receipt. Our GST registration number appears in Section 1.1 and on every invoice and receipt.

4.10 Optional account credit

Where a refund is due, you may choose to receive the refundable amount as Stellar account credit instead of a monetary refund. This choice is voluntary and must be expressly confirmed by you.

Account credit is issued and maintained in CAD and may be applied toward future bookings, subject to availability and the rates applicable when the new booking is made. Credit may be used across multiple bookings, with any unused balance retained in your account. Any amount exceeding the available credit must be paid separately. Account credit does not expire and carries no issuance, maintenance or redemption fee, consistent with the Gift Card Regulation under Alberta's Consumer Protection Act. Choosing credit may help you avoid currency conversion on a refund and a later payment; we do not control exchange rates or fees charged by your bank or payment provider. Your statutory refund rights are unaffected.

5. Included waiting time and extra time

5.1 Standard transfers

Standard Transfers include 15 minutes of complimentary waiting, starting at the later of the confirmed pickup time or the time the chauffeur is at the agreed pickup location and ready to receive the passenger. Early chauffeur arrival does not start the Complimentary Waiting Period or any waiting charge before the confirmed pickup time.

5.2 Airport arrivals

Airport Pickups include 60 minutes of complimentary waiting, starting at the latest of the flight's actual arrival time at the gate, the confirmed pickup time, or the time the chauffeur is at the agreed meeting point and ready to receive the passenger. No passenger waiting charge applies before the flight's actual arrival. Verified flight delays are handled under Section 7.

The Booking Confirmation will state whether the service is a curbside pickup or an in-terminal meet-and-greet, and will identify the agreed meeting point.

5.3 Additional waiting

For a completed transfer, waiting beyond the Complimentary Waiting Period is charged by the minute at the hourly waiting rate disclosed and accepted in the Booking Confirmation, divided by 60, plus applicable tax. Charges apply only to time beyond the Complimentary Waiting Period and are not retroactive. If no waiting rate was disclosed and accepted, no waiting fee is payable.

We will attempt to notify you as the Complimentary Waiting Period approaches its end and confirm whether the chauffeur is available to remain. Additional waiting is subject to availability.

5.4 Hourly services

The reserved period begins at the confirmed start time or, if Stellar is late, when the vehicle and chauffeur are at the agreed location and ready to provide service. Passenger lateness does not extend the confirmed finish time. If Stellar is late, the lost service time will either be provided through an extension agreed with you or refunded proportionately at the booked hourly rate.

The vehicle remains reserved throughout the booked period, including stops. Any extension beyond the confirmed finish time requires availability and your approval and is charged under Section 4.4.

6. Cancellations and changes by you

6.1 Cancellation deadlines and charges

The following charges apply, subject to the Multi-Day provisions in Section 6.3 and the flight-disruption exceptions in Section 7:

6.2 Transfers, return trips and hourly charters

For an Hourly Service, the Reserved Base Fare means the charge for the reserved hours. For return trips combined into one booking, the cancellation deadline is measured from the first confirmed pickup. If the entire return booking is cancelled before service begins, the cancellation percentage applies to the whole booking's Reserved Base Fare.

If only an unused transfer is cancelled, the percentage applies only to the Base Fare allocated to that transfer, using the first confirmed pickup of the combined booking to determine the deadline. Completed services remain payable and are not charged again as cancelled services. Separately confirmed bookings are assessed individually.

6.3 Multi-day bookings

If a Multi-Day Booking is cancelled before the first scheduled pickup, the cancellation charge applies only to the first day's Base Fare: no charge at 48 hours or more before the first pickup; 50% of the first day's Base Fare at less than 48 but more than 12 hours; and 100% of the first day's Base Fare at 12 hours or less. All payments allocated to the remaining days are refunded in full in CAD, together with any refundable portion of the first day's payment.

If you cancel the remaining services after a Multi-Day Booking has started, completed days and the day already in progress remain payable in full. Payments allocated to subsequent unused days are refunded in full in CAD. The Booking Confirmation must specify the Base Fare allocated to each day, and Multi-Day cancellation charges are calculated under this Section rather than against the entire booking's Base Fare.

6.4 Charges, deposits and refunds

Cancellation charges exclude parking, tolls, airport fees, waiting charges, gratuities and optional extras that have not been incurred. Only taxes legally applicable to the cancellation charge are added. Payments already received, including deposits, are credited toward amounts payable; any remaining balance is payable and any excess payment is refunded in CAD in accordance with Section 4.8. The same cancelled service cannot attract both a cancellation charge and a no-show charge.

6.5 Changes and rebooking

A requested change to the booked date or time requires cancellation of the affected reservation and a new booking, subject to availability and the applicable rates. The cancellation charges in this Section apply to the cancelled reservation. Adjustments for verified flight delays are handled under Section 7.

6.6 How to cancel

Cancellations must be submitted by calling the telephone number, emailing the address, or using the live chat listed on our website, or through the booking channel identified in the Booking Confirmation. A cancellation takes effect when it is received by Stellar, regardless of when written acknowledgment is provided. We will provide written acknowledgement. Please retain your cancellation message, acknowledgment or reference number.

6.7 Time calculation and short-notice bookings

All deadlines use the pickup location's local time and the Service Start Time stated in the Booking Confirmation.

Bookings made less than 48 hours before the Service Start Time are subject to the same cancellation charges, which are disclosed to you before you accept the booking. Because such a booking may become chargeable immediately, you may cancel a booking made less than 48 hours before the Service Start Time at no charge within 60 minutes of accepting it, provided the Service Start Time is still more than 2 hours away.

For a delayed flight, a voluntary cancellation unrelated to an exception in Section 7 is assessed against the original confirmed pickup time. Statutory cancellation and refund rights take precedence over this Section.

7. Flight delays and cancellations

7.1 Flight information

For Airport Pickups you must provide the correct flight number and arrival date when booking, and notify us promptly of any flight cancellation, diversion or change to your itinerary.

7.2 Delayed flights

We monitor the identified flight and adjust the pickup time to its updated arrival time, subject to vehicle and chauffeur availability. A verified airline delay is not treated as a customer-requested rescheduling or cancellation. The confirmed transfer fare will not increase solely because of the flight delay.

7.3 Waiting time after a delay

Airport Pickups include 60 minutes of complimentary waiting. The start of that period and any additional waiting charges are governed by Sections 5.2 and 5.3.

7.4 Availability after a delay

For extended delays we may assign another vehicle or chauffeur consistent with the confirmed service. If we cannot accommodate the revised arrival time, we will notify you and refund all payments allocated to the affected transfer without a cancellation charge.

7.5 Cancelled flights

If the airline cancels the booked flight and the cancellation can be verified, you may cancel the affected Airport Pickup without a cancellation charge and receive a refund of payments allocated to that transfer. If the original transfer has been cancelled or refunded, transportation for a replacement flight requires a new booking, subject to availability and the applicable fare. Otherwise Section 7.7 applies.

7.6 Other booked services

These exceptions apply only to the affected Airport Pickup, including where it forms part of a return or Multi-Day Booking. Other booked services remain subject to Section 6. For combined packages, the Booking Confirmation must identify the fare allocated to each transfer so any applicable refund can be calculated.

7.7 Diverted and replacement flights

If an airline diverts the booked flight away from the booked arrival airport and you will no longer arrive there on that flight, the affected Airport Pickup may be cancelled without charge upon verification. Pickup at a different airport requires a new booking. An airline-arranged replacement flight to the same booked airport following a verified disruption may be accommodated under Sections 7.2 and 7.4 if the original transfer has not already been cancelled or refunded. You must promptly provide the revised flight details.

8. No-shows

8.1 Contact and departure

For a Standard Transfer or Airport Pickup, we may treat the booking as a no-show if the passenger is absent when the Complimentary Waiting Period ends, no additional waiting has been agreed, and we have made reasonable attempts to contact you using the details you supplied. We record our contact attempts and send notice before releasing the chauffeur. If additional waiting has been agreed, the no-show assessment occurs at the end of that agreed period. Verified flight disruptions are handled under Section 7.

8.2 No-show charges

A no-show charge is 100% of the Base Fare allocated to the affected transfer, plus only tax legally applicable to that charge. Payments already made are credited against it. No separate cancellation charge or passenger waiting charge is added for the same uncompleted transfer. Unincurred parking, tolls, airport fees, gratuities and optional extras are excluded. Any other incurred expense must have been disclosed and accepted under Section 4. Other services in a combined booking are not automatically cancelled because of a no-show on one transfer.

8.3 Hourly and multi-day services

For Hourly Services and each reserved daily service period, passenger lateness or absence does not extend the confirmed finish time or reduce the base charge for that period. The vehicle remains reserved for the agreed hours unless you cancel or expressly release it. No separate no-show charge is added to that reserved base charge.

For Multi-Day Bookings, absence on one day does not automatically cancel subsequent days. If you cancel the remaining services, cancellation charges and refunds are governed by Section 6.3. Completed days and the day already in progress remain payable, while payments for subsequent unused days are refunded. You may expressly choose account credit instead of a monetary refund under Section 4.10.

9. Licensing, vehicles and service delivery

9.1 Licensed service

Stellar holds City of Calgary Vehicle-for-Hire Brokerage Licence BRK166 (Limousine) and operates under the City of Calgary Livery Transport Bylaw 20M2021. Our chauffeurs hold City-issued livery driver's licences, which are renewed annually and supported by annual police information checks and annual driver record checks. Our vehicles hold current livery plates and pass the mechanical inspections required under that bylaw.

9.2 Vehicle assignment and substitution

The Booking Confirmation states the vehicle class, passenger and luggage capacity, and any expressly guaranteed model or accessibility feature. If substitution is necessary, we will notify you promptly and provide a lawfully licensed vehicle with suitable capacity and a comparable or higher service standard, at no additional charge.

Replacing an expressly guaranteed model, materially reducing the service standard, or removing an agreed accessibility feature requires your agreement, and any agreed price adjustment will be recorded. If you do not accept such a change, the affected service may be cancelled without charge and payments for that service will be refunded.

9.3 Affiliate operators

We may fulfil a booking using a licensed affiliate operator, provided that operator holds the licences, insurance and inspections required under Section 9.1 and meets our service standards. We remain responsible to you for the performance of the booked service. We will tell you on request whether a particular booking is being fulfilled by an affiliate operator.

9.4 Vehicle failure during service

If a vehicle becomes unserviceable during a booking, we will use reasonable efforts to provide a replacement vehicle of comparable or higher standard as quickly as practicable. If we cannot complete the service, you pay only for the portion performed and we refund the balance allocated to the unperformed portion in accordance with Section 13.

10. Accessibility, children and luggage

10.1 Accessibility and accommodation

Stellar provides service without unlawful discrimination and assesses accommodation requests individually in accordance with the Alberta Human Rights Act and other applicable law. Please advise us of mobility, communication, assistance-animal or other accessibility needs when booking, or as soon as reasonably possible, so suitable arrangements can be discussed and confirmed. A lack of advance notice will not, by itself, result in refusal of service.

We provide reasonable accommodation for disability-related boarding and existing needs, including adjustments to waiting-time charges where required by law.

10.2 Children and passenger restraints

Passengers must use seat belts and appropriate child restraints as required by Alberta's Traffic Safety Act and its regulations, which require an approved child safety seat for a child under six years of age who weighs less than 18 kilograms. You must provide each child's age, height, weight and restraint needs when booking. Any company-supplied child seat and its charge must be expressly confirmed in the Booking Confirmation. Unless we have confirmed that we will supply the required seat, you must arrange a suitable seat.

Child restraints must be suitable for the child and the vehicle and installed and used in accordance with the manufacturer's instructions. A parent, guardian or accompanying adult authorized by the parent or guardian must supervise children and cooperate with safe installation and use. The chauffeur retains all applicable safety duties and must not depart with an unsafe seating or restraint arrangement.

10.3 Passenger capacity and luggage

Passenger numbers and luggage must remain within the confirmed vehicle's seating, storage and safe load limits. Luggage and equipment must be safely secured, and aisles and exits must remain clear. Please advise us when booking oversized items and mobility equipment, including relevant dimensions and handling requirements. Mobility equipment and disability-related needs are assessed under Section 10.1. Any additional charge must be lawful and disclosed and accepted under Section 4.

10.4 No pets

Pets are not permitted in Stellar vehicles. Qualified service and guide dogs are accommodated in accordance with Alberta's Service Dogs Act and Blind Persons' Rights Act, without a pet surcharge. Requests involving other disability-related assistance animals are assessed individually under Section 10.1 and applicable law.

10.5 Personal belongings and lost property

Passengers should keep valuables and travel documents with them and check for personal belongings before leaving the vehicle. Lost property should be reported promptly so we can help locate it and arrange its return. Items recovered are held for 30 days and then disposed of or donated. Any delivery or courier cost must be disclosed and agreed before it is incurred. We are not liable for loss of or damage to property left in a vehicle, except to the extent caused by our negligence.

10.6 Personal assistance and support persons

Stellar provides chauffeur transportation and reasonable assistance associated with that service. Chauffeurs are not personal care attendants or medical professionals. They must not undertake lifting, physical transfers or other assistance beyond their training or the vehicle's safe capabilities. Personal care, such as toileting, administering medication or continuous medical supervision, is not part of the standard chauffeur service.

Customers requiring assistance beyond the chauffeur's role should discuss their needs with us before travel wherever possible. Arrangements may include an accompanying support person, appropriate equipment, or a suitable vehicle. A support person will not be required solely because a passenger has a disability; any requirement must be based on an individual assessment and be consistent with applicable law. An accompanying support person must have an appropriate passenger seat and be included in the confirmed passenger count.

Before declining service because of an assistance need, we will discuss reasonable accommodation options with you. Any refusal must be based on an individual assessment and a legally justified reason, including a safety risk that cannot reasonably be addressed or accommodation that would cause undue hardship. The reasons and the accommodation options considered will be documented. If we cannot provide the affected service after that assessment, payments for the unprovided service are refunded without a cancellation or no-show charge.

11. Passenger conduct

11.1 Conduct standards

Passengers must not: interfere with the chauffeur or the safe operation of the vehicle; behave in a manner that is aggressive, threatening, abusive or discriminatory toward the chauffeur or any other person; damage or deface the vehicle; carry any illegal or dangerous item; or engage in any unlawful activity in the vehicle. Passengers must follow the chauffeur's reasonable instructions on safety matters.

11.2 Seat belts

All passengers must wear seat belts as required by Alberta's Traffic Safety Act. The chauffeur may decline to move the vehicle until all passengers are properly restrained.

11.3 Smoking and vaping

Smoking and vaping, including cannabis, are prohibited in all Stellar vehicles. A violation may result in termination of the service under Section 11.6 and a cleaning charge under Section 12.

11.4 Alcohol

Alcohol must not be consumed in the vehicle, and open liquor must not be within easy access of any occupant, as required by Alberta's Gaming, Liquor and Cannabis Act. Unopened liquor may be carried in the luggage compartment. We may decline to begin or continue a service where a passenger's intoxication presents a safety risk to the passenger, the chauffeur or the public.

11.5 Cannabis and controlled substances

The consumption of cannabis in a vehicle is prohibited under Alberta law and is not permitted in any Stellar vehicle in any form. Cannabis carried in the vehicle must be in a sealed, unopened package or otherwise not readily accessible to any occupant. Illegal drugs are prohibited.

11.6 Ending a service for misconduct

Where a chauffeur reasonably considers that continuing a service presents a safety, legal or serious conduct risk, the chauffeur may end the service at a safe and lawful location. We will not automatically treat such a termination as a customer cancellation or no-show. Charges for a service ended under this Section are assessed under this Section and Section 12, and any excess payment is refunded under Section 13. We will record the circumstances and provide them to you on request.

12. Cleaning and damage

12.1 Exceptional cleaning

Exceptional soiling requiring specialist cleaning may be charged at the actual, reasonable and documented cleaning cost. Any amount exceeding CAD 750 must be supported by an itemized invoice, or a written estimate if cleaning has not yet occurred, and explained to you before collection.

12.2 Damage

You are responsible for the reasonable and documented cost of repairing damage to the vehicle or its equipment caused deliberately or negligently by a passenger travelling under your booking, beyond fair wear and tear. Where the vehicle is out of service for repair, we may also charge documented loss of use at the vehicle's standard daily rate for the period reasonably required, up to a maximum of 3 days.

12.3 Estimates, reconciliation and collection

Estimated cleaning or repair charges are reconciled against the final reasonable cost, and any overpayment is refunded. Before collecting any charge under this Section we will give you written notice of the amount, the supporting documentation and at least 5 Business Days to respond. This Section does not itself authorize an automatic debit to a stored payment method; any such charge requires your express authorization or, failing that, will be invoiced and payable within 14 days.

13. Delays, service failure and refunds

If the chauffeur and a suitable vehicle are not at the agreed pickup location and ready more than 15 minutes after the confirmed transfer pickup time, adjusted where applicable under Section 7, you may cancel that transfer without charge unless you have accepted a revised pickup time.

Termination resulting from passenger misconduct is assessed under Sections 11.6 and 12.

We will initiate eligible monetary refunds in CAD to the original payment method within 10 Business Days after cancellation or confirmation of the refund entitlement, or sooner where required by law. If the original payment method cannot receive the refund, we will arrange an alternative with you. Bank processing may take additional time. You may expressly choose account credit instead under Section 4.10. These refund provisions do not limit any other right or remedy available to you under applicable law.

14. Events beyond reasonable control

Neither party is liable for any failure or delay in performing its obligations to the extent caused by an event beyond its reasonable control. Such events include severe weather and winter road conditions, highway or airport closures, floods, wildfires and wildfire smoke, earthquakes, epidemics and public health orders, acts of government, civil unrest, blockades, strikes and labour disputes, utility, fuel or network failures, accidents and traffic incidents not caused by that party, and acts of terrorism.

Where such an event prevents or materially delays a booked service, we will notify you as soon as reasonably practicable and will, at your option and subject to availability, either reschedule the service, provide an alternative vehicle or routing, or cancel the affected service and refund all payments allocated to it in accordance with Section 13, without a cancellation charge. Completed portions of a service remain payable.

This Section does not excuse a payment obligation for services already performed, and does not entitle either party to compensation for losses caused by the event itself.

15. Liability

15.1 What we do not limit

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded, including under Alberta's Consumer Protection Act.

15.2 Indirect and consequential loss

Subject to Section 15.1, we are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, business, opportunity, contract or reputation, however arising. In particular, and without limiting the foregoing, we are not liable for missed flights, missed connections, missed meetings, missed events, or costs arising from any of these.

15.3 Cap on liability

Subject to Section 15.1, our total aggregate liability arising out of or in connection with any booking, whether in contract, tort (including negligence), statute or otherwise, is limited to the total amount you paid to Stellar for the affected service.

15.4 Allowing sufficient time

You are responsible for selecting a pickup time that allows sufficient margin for traffic, weather, road conditions, airport processing and check-in requirements. We are happy to advise on timing, but any advice is an estimate only and does not guarantee arrival by a particular time. We recommend appropriate travel insurance for time-critical journeys.

15.5 Claims

Please notify us of any claim as soon as reasonably possible and in any event within 5 days of the affected service, so that we can investigate while records and recollections are current. This does not shorten any limitation period that applies under Alberta's Limitations Act.

16. Insurance

Stellar maintains commercial automobile liability insurance for its licensed livery vehicles at limits not less than those required under the City of Calgary Livery Transport Bylaw 20M2021 and applicable Alberta law, together with commercial general liability insurance. A certificate of insurance is available to corporate and account customers on request.

17. Privacy and records

We collect, use and disclose personal information in accordance with Alberta's Personal Information Protection Act (PIPA) and our Privacy Policy, available at https://www.stellarexecutive.ca/privacy. We collect only the information needed to arrange, provide, bill and support your transportation, and to meet legal and licensing obligations.

We have designated a Privacy Officer as required under PIPA. The Booking Confirmation identifies our privacy contact by name or position and provides contact details and access to our privacy notice. Please direct privacy, access and correction requests to that contact.

Where a vehicle is equipped with in-vehicle recording, dash camera or trip-tracking technology, we disclose that use separately and post notice in the vehicle. Where we use service providers located outside Canada, we provide information about that use as required by law.

If you provide us with personal information about another passenger, you confirm that you have that person's consent, or other lawful authority, to do so.

18. Communications and marketing

We will send you booking confirmations, receipts, service messages and other transactional communications relating to your booking. These are necessary to provide the service and are not marketing messages.

We send commercial electronic messages only in accordance with Canada's Anti-Spam Legislation (CASL), on the basis of express or implied consent. Every commercial electronic message identifies us, gives our contact information, and includes an unsubscribe mechanism that remains valid for at least 60 days. We give effect to an unsubscribe request within 10 Business Days. You may withdraw consent at any time by using that mechanism or by contacting us at the address in Section 1.1.

19. Website, quotations and content

Our website and booking tools are provided on an "as available" basis. We do not warrant uninterrupted or error-free availability. Content on our website, including text, images, vehicle photographs, logos and trade marks, is owned by or licensed to Stellar and may not be copied, reproduced or used without our written permission. Vehicle images are illustrative; the vehicle supplied will match the class confirmed in the Booking Confirmation. Links to third-party sites are provided for convenience only and we are not responsible for their content.

You must not use our website or booking tools to make fraudulent or speculative bookings, to interfere with their operation, or for any unlawful purpose.

20. Complaints and disputes

Please send complaints or disputed charges to the email address or telephone number identified in the Booking Confirmation, or to complain@stellarexecutive.ca, identifying the booking reference, the trip date and your concern. We will acknowledge your complaint within 5 Business Days and aim to provide a substantive response within 10 Business Days.

If a complaint cannot be resolved, both parties retain their rights to pursue the matter through the courts. Nothing in these Terms requires a consumer to submit a dispute to arbitration, and a consumer's right to resolve a dispute through the courts under Alberta's Consumer Protection Act is preserved.

21. General

21.1 Governing law and jurisdiction

These Terms and every booking made under them are governed by the laws of the Province of Alberta and the federal laws of Canada applicable in Alberta. The parties submit to the non-exclusive jurisdiction of the courts of Alberta. Nothing in this Section deprives a consumer of the protection of mandatory consumer-protection rules in the consumer's place of residence.

21.2 Changes to these Terms

We may amend these Terms from time to time by publishing a new version with a new version number and effective date. The amended Terms apply to bookings made on or after that effective date and do not affect bookings already confirmed and accepted.

21.3 Severability

If any provision of these Terms is held to be invalid, unenforceable or contrary to law, that provision is severed or read down to the minimum extent necessary and the remaining provisions continue in full force.

21.4 Entire agreement

These Terms, together with the Booking Confirmation and any separate written agreement between the parties, constitute the entire agreement for the booking and supersede prior discussions, quotations and representations, other than any fraudulent misrepresentation.

21.5 No waiver

Our failure or delay in enforcing any provision of these Terms is not a waiver of that provision or of any other provision.

21.6 Assignment

We may assign or transfer our rights and obligations under these Terms to an affiliate or to a purchaser of our business, provided your rights are not materially prejudiced. You may not assign or transfer a booking to another person without our written consent, except that you may change the travelling passengers by giving us notice under Section 3.6.

21.7 Notices

Notices to Stellar must be sent to the address or email in Section 1.1. Notices to you will be sent to the contact details in the Booking Confirmation. Notice by email is deemed received on the Business Day after sending, unless the sender receives a delivery failure message.

21.8 Survival

Sections 4 (to the extent of amounts owing), 12, 13, 15, 17, 20 and 21 survive completion, cancellation or termination of a booking.

21.9 Headings and language

Headings are for convenience only and do not affect interpretation. These Terms are drawn up in English. Where a translation is provided, the English version governs in the event of any inconsistency, subject to applicable law.

22. Acceptance and record

By signing or expressly accepting electronically, you confirm receipt of the Booking Confirmation and the version of these Terms identified in it, accept the disclosed charges, and acknowledge the cancellation, waiting-time and no-show provisions. Acceptance authorizes only charges permitted by these Terms and does not constitute blanket authorization for unspecified fees or automatic charges to a stored payment method.

We will provide you with a copy of the accepted documents that can be saved and will retain a record of acceptance, including its date, time, booking reference and policy version. Confirmation of a booking remains subject to Section 3.4.