These baseline terms must be read with the relevant quotation and Service Confirmation. Service-specific terms shown before acceptance take priority where they clearly address the same issue.
01
Who we are and how to contact us
SVS Northstar Enterprises Ltd is a private limited company registered in England and Wales under company number 17451167. Our registered office is 128 City Road, London, EC1V 2NX, United Kingdom. Contact operations@svsnorthstar.com.
“Northstar”, “we”, “us” and “our” mean SVS Northstar Enterprises Ltd. “Customer” and “you” mean the person or organisation buying a service. “Local provider” means an independent third party involved in delivery. “Service Confirmation” means our written confirmation of the final agreed service.
Signature VIP Service is a specialist airport-assistance and client-movement service brand operated by SVS Northstar Enterprises Ltd. The relevant proposal, confirmation and invoice will identify the legal contracting party.
02
What these terms cover
These terms apply to the coordination and other services described in our quotation or Service Confirmation. A service includes only the items expressly listed there.
A signed master agreement takes priority over the Service Confirmation; the Service Confirmation and accepted quotation take priority over these baseline terms where they clearly address the same point.
03
Northstar’s contractual role
Northstar provides only the coordination services expressly identified in the Service Confirmation. A separate local provider may deliver a physical or specialist element.
Before acceptance, the Service Confirmation identifies either a client-direct provider model or a Northstar-supplied service model. Under the client-direct model, the client appoints and pays the local provider directly; Northstar is responsible for its agreed coordination work and the provider is responsible under its contract with the client. Under a Northstar-supplied model, Northstar remains the client’s contracting party for the obligations it expressly accepts, subject to the agreed terms and applicable law.
Northstar has no authority to bind the client, accept provider terms in the client’s name or incur client spending unless that authority is expressly granted in writing. Describing a provider as independent does not remove responsibility that Northstar has expressly accepted or cannot lawfully exclude.
Until appropriate legal, insurance and payment controls are in place for the Northstar-supplied model, new Northstar pilots use the client-direct provider model.
04
Quotations, approval and confirmation
An enquiry does not oblige either party to proceed. A quotation should state the service, date, location, traveller or participant count, material inclusions and exclusions, total known price, mandatory charges, payment terms and expiry.
Written acceptance is authority only for the exact scope and price accepted. A booking or assignment is confirmed only when we issue a Service Confirmation. An acknowledgement, availability request, draft, payment instruction or provider discussion is not confirmation.
05
Information and authority you provide
You must provide complete, accurate and timely information needed for the assignment and tell us promptly about any change. Where you provide information or instructions for another person, you confirm you are authorised to do so and have made our Privacy Notice available to them.
If required information is late, incomplete or inconsistent, we may place the assignment on hold. We will identify what is missing and, where reasonably foreseeable, the effect on timing, availability, scope or price.
06
Prices and payment
The quotation or Service Confirmation states the currency, total known price, unavoidable fees, payment route and deadline. Optional extras are added only with your express agreement.
No payment is collected through this website. Every accepted quotation identifies the exact payee, payment purpose, currency, total amount and payment deadline.
For a client-direct provider, the provider charges the client under its disclosed terms and Northstar separately invoices its coordination fee. For a Northstar-supplied service, payment must be made to an account or hosted processor in the name of SVS Northstar Enterprises Ltd. Northstar will not request payment to a director’s, employee’s or other individual’s personal account.
Any provider commission, markup, payment surcharge, foreign-exchange charge or other mandatory cost material to the buyer is disclosed before acceptance. A change of bank details must be verified through a previously confirmed contact route.
Never send complete card credentials, passwords or one-time codes through ordinary email, WhatsApp or a website enquiry form.
07
Changes and cancellation
Please request changes or cancellation in writing. A change is accepted only when we confirm it. We will disclose any effect on scope, availability, price and provider terms before you decide whether to proceed.
The booking-specific cancellation terms shown before acceptance and our Cancellation and Refund Policy apply. Mandatory consumer rights always take priority.
08
Delivery, contact and lawful instructions
We will perform our service with reasonable care and skill. You and each relevant traveller, visitor, driver or representative must remain reasonably contactable and follow lawful meeting, safety, airport and security instructions.
Named greeter, driver or local-contact details may become available close to service time because of rostering or security rules. Where individual details cannot be supplied in advance, the Service Confirmation should give the operational contact and escalation route.
09
Safety, disruption and recovery
We may pause or stop work that would be unlawful, unsafe, abusive, fraudulent or likely to endanger a person. Airport closure, extreme weather, industrial action, security incidents, government action or major network failure may be outside reasonable control.
We will take reasonable steps to notify you, reduce avoidable disruption and identify available alternatives. We will not commit additional spending without the agreed authority. Refund treatment depends on work delivered, fairly incurred non-recoverable costs, responsibility and applicable law.
Northstar remains responsible for the coordination work it agreed to perform. A reference to an independent provider is not a blanket exclusion of Northstar’s contractual or legal responsibility. Any substitute provider, material scope change or additional cost requires client approval unless it falls within written pre-agreed recovery authority.
10
Complaints, liability and legal rights
Please use our Complaints and Incident Resolution process. For immediate danger, contact the relevant local emergency service first; for a live operational issue, use the contact shown in the Service Confirmation.
Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Consumer rights, including the right to services performed with reasonable care and skill, are not restricted.
These terms are governed by the law of England and Wales, without removing any mandatory protection or court right available to a consumer in their home jurisdiction.