Terms & Conditions
These Terms & Conditions govern bookings and services provided through Stellar Express. By submitting a booking, customers agree to these terms together with any pricing, quotation, service information or specific instructions applicable to the job.
Bookings
Customers are responsible for providing complete and accurate information concerning pickup and delivery addresses, contact persons, item descriptions, quantities, dimensions, vehicle requirements, helper requirements, access restrictions and other conditions relevant to the job.
A booking may be subject to operational review before driver assignment. Stellar Express may contact the customer for clarification where the information supplied is incomplete, unusual or materially inconsistent with the selected service.
Pricing & Changes to Scope
Prices displayed or quoted are based on the information supplied at the time of booking. Additional charges may apply where the actual job differs from the declared requirements.
Examples include additional items, larger or heavier items, extra helpers, waiting time, stairs, restricted access, additional stops, parking charges, changed pickup or destination details, additional carrying distance or a different vehicle requirement.
Payment
Unless another arrangement has been approved, payment must be made using an available payment method at the stage specified by Stellar Express. Card payments may be processed through a third-party payment provider connected to the booking system.
Approved Corporate Accounts
Corporate billing is available only to organisations whose account and payment arrangement have been approved by Stellar Express. Selecting “Approved Corporate Account” during booking does not automatically grant credit facilities.
Stellar Express may request immediate payment where an account is not approved, is inactive, has been suspended, exceeds agreed credit limits or has overdue invoices.
Cancellations & Rescheduling
Cancellation or rescheduling charges may apply depending on the notice provided, whether a driver has already been assigned, whether the driver has begun travelling to the pickup location and whether manpower or vehicle resources have already been committed.
Waiting Time
Additional charges may apply when drivers or helpers are required to wait beyond a reasonable collection or delivery period because the sender, recipient, site access or load is not ready when the assigned team arrives.
Customer Responsibilities
Customers must ensure that items are accurately described, appropriately prepared for transport where required, reasonably safe to handle and legally permitted for transportation. Customers are responsible for providing instructions needed to safely access the pickup and delivery locations.
Prohibited or Unsafe Items
Customers must not submit unlawful, dangerous, prohibited or improperly packaged goods for transport. Stellar Express may refuse or stop a job where the items or conditions present a legal, safety, vehicle-capacity or operational concern.
Access Conditions
Customers should disclose stairs, lift restrictions, loading-bay procedures, security access, parking limitations, long carrying distances and other site conditions that may affect the job. Failure to disclose material access restrictions may result in additional charges, delays or inability to complete the service.
Heavy & Bulky Items
Items requiring specialised lifting equipment, unusual manpower or additional safety measures must be disclosed before the job. Stellar Express may decline work that cannot be completed safely using the resources arranged for the booking.
Driver & Vehicle Assignment
Stellar Express may assign or reassign a suitable driver, transport operator or vehicle based on the information provided, operational availability and the requirements of the job. The exact vehicle may differ from a customer preference where an equivalent or more suitable option is required.
Delivery Completion
A delivery may be considered completed when the item has been delivered to the agreed destination or authorised recipient and any required proof of delivery has been captured. Completion records may include photographs, timestamps, recipient names, signatures and driver remarks.
Recipient Unavailable or Failed Delivery
If the recipient cannot be contacted, access is unavailable or delivery cannot be completed for reasons outside Stellar Express' reasonable control, additional waiting, return, storage or re-delivery charges may apply.
Delays
Stellar Express works toward agreed schedules, but travel and completion times may be affected by traffic, weather, road closures, building access, breakdowns, accidents, regulatory restrictions, recipient availability and other circumstances outside reasonable operational control.
Loss, Damage & Service Issues
Customers should notify Stellar Express promptly if they believe an item has been lost, damaged or handled incorrectly. Any assessment will depend on the nature of the service, the information declared before booking, the circumstances of the incident and any applicable contractual or legal limitations.
High-value, fragile, unusual or particularly sensitive items should be disclosed before booking so that suitability and handling requirements can be considered.
Customer Conduct
Customers, recipients and representatives are expected to communicate respectfully with drivers, movers and Stellar Express personnel. Abusive, threatening or unsafe conduct may result in refusal, suspension or termination of service.
Service Availability
Submission of a booking does not guarantee immediate driver or vehicle availability. Some jobs may require manual review, a revised quotation or a different schedule before confirmation.
Changes to Services & Terms
Stellar Express may update prices, service categories, operational processes and these Terms & Conditions from time to time. The latest published version will apply to new bookings from its effective date.
Singapore Operations
These terms are intended for Stellar Express services supplied in Singapore and should be interpreted together with applicable Singapore law and any specific written agreement entered into with the customer.
Contact
Questions relating to a booking, payment, cancellation, corporate account or service issue can be submitted through the Stellar Express Contact page or the published WhatsApp channel.