Updated 28 October 2026
Cancellations and refunds
Enquiries and cancellation requests
An initial enquiry is free. To cancel a commissioned service or a booking arranged through us, email hello@starsandroadstravel.com, contact +65 8408 1884 by phone or WhatsApp, or use the website contact form. Include your name, booking reference if available and what you wish to cancel. We will confirm receipt and explain the next steps. These contact options do not restrict any other cancellation method available under applicable law.
Mandatory cancellation rights
Where the Israeli Consumer Protection Law or other mandatory law gives you a cancellation or refund right, that right takes priority over the proposal and the commercial terms below. Eligibility, deadlines, cancellation charges and any extended cancellation periods depend on the transaction and circumstances. Payment, approval of an itinerary or delivery of a document does not by itself waive a statutory right.
Itinerary design only
The fee is collected when you commission the itinerary. Outside any mandatory cancellation or refund entitlement, a completed and delivered itinerary is not refundable simply because you decide not to travel or not to use the plan. Cancellation before completion is assessed against the proposal, work performed and applicable law. The written proposal explains the treatment of cancellation before work starts or before delivery.
Journey design and bookings
The initial payment counts towards the agreed journey price. Outside any mandatory cancellation or refund entitlement, the agreed planning and preparation component of that payment is non-refundable if you cancel after the commissioned work has begun. Its amount and scope are disclosed before payment. The entire deposit is not automatically forfeited: unused supplier funds, refundable reservations and any remaining balance are assessed separately under the applicable terms and law.
Supplier cancellations and changes
Flights, hotels, expeditions and other suppliers have component-specific terms. Before booking, we disclose the relevant cancellation deadlines, charges, refund options and payment recipient. Where Israeli law permits a choice of a foreign supplier’s policy for tourism services provided wholly outside Israel, that alternative must be disclosed in advance and chosen by you; it does not apply automatically to every foreign booking. Refunds due under the applicable terms or law will be handled accordingly, with supplier processing distinguished from our own obligations.
Disruption beyond either party’s control
If travel is cancelled because of an event beyond either party’s control, we assess each booking and the planning work separately. For the planning component, we offer a future planning service, with its value, validity and scope agreed in writing. This does not convert the entire trip payment into a credit or replace any cash refund due under law or supplier terms. No single force-majeure rule applies automatically to every airline, hotel and activity.
If we cannot complete our service
If we cannot deliver the agreed planning or booking service, we will notify you promptly and discuss a suitable alternative or refund for the undelivered part, subject to your legal rights. Supplier bookings already made are considered separately; changing our planning arrangement does not automatically cancel those bookings.
Confirmation and refund information
We explain which items are cancelled, which remain booked, any permitted charges and the amount to be refunded or credited. Refund timing follows the applicable law and booking terms; where supplier action is required we will explain that status. Do not assume a booking has been cancelled solely because a change was discussed. We will provide a cancellation confirmation when the relevant action is completed.
Send a cancellation request through the contact form
Contact Reem on WhatsApp (opens an external service)