Refund and Cancellation Policy

This dedicated Refund and Cancellation Policy outlines the binding procedures, timelines, and fiscal structures governing the alteration or cancellation of private jet charter bookings with Veloralenix ("the Company"). By finalizing your booking via cash payment at our registered office, you accept the terms detailed below.

1. General Principles

Because private aviation requires precise scheduling, airport landing slot allocations, and flight crew assignments, cancellations heavily impact operational resources. All calculations regarding refund percentages are strictly determined by the exact time remaining between our receipt of your formal cancellation notice and your scheduled flight departure.

2. Timeline and Refund Schedule

  • Cancellations 48 Hours or More Prior to Departure: If a customer cancels the reservation 48 hours or more before the scheduled departure time, they are eligible to receive a complete refund of the total paid cash amount. No fees are retained by the Company.
  • Cancellations Between 48 and 24 Hours Prior to Departure: If a customer cancels the flight reservation within the window of less than 48 hours but at least 24 hours prior to departure, a deduction of 50% of the total paid amount will apply. The remaining 50% will be returned to the customer.
  • Cancellations Under 24 Hours and No-Shows: If a customer fails to submit a cancellation notice at least 24 hours prior to departure, or fails to arrive at the designated airport terminal for embarkation, the event is classified as an immediate cancellation. No refunds will be provided, and total of the paid amount is retained by the Company to cover operational setup costs.

Critical Notice on the 24-Hour Cutoff: Customers must inform the Company of any cancellation, operational disruption, or inability to board at least 24 hours before the scheduled departure time to get a 50% partial refund. Any communication received inside the 24-hour mark yields zero refund eligibility.

3. Definition Of a No-Show

A "No-Show" occurs if a customer or their designated passenger party fails to arrive at the specified airport VIP terminal or fixed-base operator (FBO) facility by the final boarding time communicated during the office itinerary creation.

No-shows are legally considered as immediate, short-notice cancellations. Because the aircraft, flight crew, and fuel have been fully deployed for the scheduled route, no refunds or flight roll-overs will be granted.

4. Refund Disbursal Methodology

Once a cancellation request is formally accepted by Veloralenix, the refund will be initiated via one of the two following methods, based entirely on customer preference:

Option A: Physical Cash Transfer

Because all flight bookings are initially settled in cash, you may choose to receive your refund in cash. To collect a cash refund, the customer who signed the original itinerary must physically visit our corporate headquarters: Solstice Business Centre, 23 New Industrial Rd, Singapore 536209. You must present the original physical payment receipt alongside valid identification (NRIC or Passport).

Option B: Bank Transfer

Alternatively, refunds can be sent via local Singapore bank transfer. To protect customer security and verify identity, bank account details (including Bank Name, Account Holder Name, and Account Number) must be submitted exclusively via our email address: jet@veloralenix.com. In line with our data protection policies under the Singapore Personal Data Protection Act (PDPA), these details are encrypted, used solely for the electronic fund transfer, and removed once statutory accounting audits are finalized.

5. Company-Initiated Alterations

In rare circumstances where a flight cannot proceed due to adverse weather patterns, active civil aviation safety directives, air traffic control restrictions, or unforeseen mechanical airworthiness issues:

  1. Veloralenix will first attempt to source an equivalent alternative aircraft from our fleet (Velun Trace, Aethris Veil, Caelvorn Drift, Orriven Crest, Valdruex Reign, or Eloryn Vast) to fulfill the custom itinerary.
  2. If an alternative aircraft cannot be safely provided, a full refund of the paid amount will be returned to the customer without deduction, or the journey can be rescheduled for a future date at no extra fee, based entirely on customer consensus.

The Company is not liable for personal secondary losses, such as accommodation bookings or connecting commercial transport, resulting from safety-related flight delays or cancellations.