Refund Policy

Sterling Mobility Group, LLC (“Sterling Mobility Group,” “SMG,” “we,” “us,” or “our”) is committed to providing professional, reliable aviation and luxury appearance services. Due to the nature of aviation operations, time-sensitive scheduling, and high fixed costs, all sales are generally considered final. This Refund & Service Credit Policy outlines the limited circumstances under which adjustments may be considered.

As a general rule, all services are non-refundable once scheduled or performed. This includes, but is not limited to, detailing services, trip cleans, provisioning, membership services, and any third-party coordinated work. Refunds are not provided for dissatisfaction based on cosmetic preference, aircraft condition, material limitations, environmental exposure, or circumstances outside of SMG’s control.

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If SMG fails to perform a service as agreed due solely to our own operational error—such as forgetting an item, missing a confirmed service component, or arriving late without external cause—SMG may, at its sole discretion, offer one of the following remedies: completion of the missed service at no additional charge, a partial service credit applicable to future services, or a reasonable adjustment proportional to the unperformed portion of the service. Cash refunds are not guaranteed and are rarely issued.

No refunds or credits will be issued for delays, incomplete services, or cancellations caused by factors outside of SMG’s control, including but not limited to weather conditions, airport or FBO restrictions, aircraft accessibility issues, safety concerns, regulatory requirements, aircraft readiness, client scheduling changes, or third-party actions.

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Provisioning services are non-refundable once items have been purchased, sourced, or stocked. SMG is not responsible for client preference changes, unused consumables, spoilage after delivery, or regulatory restrictions. Alcohol purchases are strictly non-refundable.

Membership fees are non-refundable once a billing period has begun. However, in cases of verified service failure attributable solely to SMG, a discretionary service credit may be applied toward a future billing cycle. Membership credits do not carry cash value and are non-transferable.

Third-party or outsourced services coordinated by SMG are subject exclusively to the refund, warranty, or remediation policies of the respective provider. SMG does not issue refunds for third-party services once work has commenced or been completed.

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All refund or service credit requests must be submitted in writing within seven (7) calendar days of the service date. Requests submitted after this period will not be considered. SMG reserves the right to investigate all claims and make final determinations at its sole discretion.

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Under no circumstances shall any refund, credit, or adjustment exceed the amount paid for the specific service giving rise to the request. SMG shall not be responsible for indirect, incidental, or consequential losses, including operational delays, flight disruptions, or loss of use.

By engaging SMG services, the client acknowledges and agrees to this Refund & Service Credit Policy in full.