Refund & Cancellation Policy

This Refund & Cancellation Policy forms part of the Velaire Aviation LLC Terms & Conditions. It explains what happens when a flight or membership is cancelled or changed, who sets the terms, and how to request a refund. Where this Policy and a signed Charter Agreement differ for a particular flight, the Charter Agreement controls.

1. The Short Version

• On-demand charter: the Carrier operating your flight sets the cancellation and refund terms. They are written into the Charter Agreement you sign for that flight, and they vary by Carrier, aircraft, and timing. Read them before you pay.
• Empty Legs: listings can change or disappear until confirmed; once a Carrier confirms an Empty Leg it is generally non-refundable because of its discounted price.
• Memberships: annual fees are non-refundable after the welcome call; monthly memberships can be cancelled at any time and end at the close of the billing period.
• Founding add-on: non-refundable once the first villa stay is booked.
• Refund requests: email sales@velaireaviation.com; we acknowledge within one business day and return refundable amounts by the original payment method.

2. On-Demand Charter Flights

2.1 Carrier terms govern

Velaire is an air charter broker; the flight is performed by a direct air carrier under its own Charter Agreement. Cancellation charges, change fees, and the refundable portion of any payment are determined by that Carrier's terms for that flight. Because Velaire works with many Carriers, those terms are not uniform: they depend on the Carrier, the aircraft, the route, the season, whether the flight is domestic or international, and how far before departure the cancellation or change is made. Velaire will provide the Carrier's cancellation terms in writing, in the Quote or the Charter Agreement, before you are asked to pay, and will answer any question about them before you sign.

2.2 What to expect

While every Carrier is different, charter cancellation terms commonly follow a sliding scale — for example a small or no charge well in advance, a partial charge in the days before departure, and 100% of the charter price for cancellations within a short window before departure or for no-shows. Some Carriers treat peak-period, international, or one-way repositioning flights as non-refundable from the moment of confirmation. The Charter Agreement for your flight states the exact schedule that applies.

2.3 How to cancel or change a flight

• Notify your Velaire broker by email at sales@velaireaviation.com or by telephone at +1 (915) 702-9915. The time Velaire receives your notice is the time used to apply the Carrier's cancellation schedule, so please confirm by email even after a call.
• Velaire will confirm the cancellation or change with the Carrier and tell you in writing the amount, if any, that is refundable under the Charter Agreement.
• Changes to dates, times, routing, or passengers are subject to Carrier acceptance and may change the price; a change that the Carrier cannot accommodate may be treated as a cancellation and rebooking.

2.4 Velaire's brokerage fee

Where Velaire's brokerage fee is stated separately in the Quote, it is earned when the Carrier is procured and the Charter Agreement is signed, and is non-refundable thereafter unless the Carrier cancels the flight for reasons within the Carrier's control and no substitute is provided. Where the brokerage fee is included in an all-inclusive price, refunds follow the Carrier's schedule applied to the all-inclusive price.

2.5 Carrier-initiated cancellations and substitutions

If the Carrier cannot operate a confirmed flight (for example because of mechanical issues, crew availability, or weather) Velaire will use reasonable efforts to arrange a substitute aircraft of equal or greater capability at no additional cost. If you decline a reasonable substitute, or none can be arranged, amounts paid for the unperformed flight are refunded in accordance with the Charter Agreement. Velaire does not reimburse consequential costs such as hotels, missed events, or onward travel.

3. Empty Legs

• Empty Leg listings are subject to availability and may change in time, routing, aircraft, or price, or be withdrawn without notice, until the Carrier confirms your booking in writing. A request on the Site is not a booking and creates no charge.
• Once confirmed, an Empty Leg is governed by the Carrier's terms in the Charter Agreement. Because Empty Legs are sold at a substantial discount, confirmed Empty Legs are generally non-refundable and non-changeable; any exception will be stated in the Charter Agreement.
• If the Carrier cancels an Empty Leg because its underlying trip changes, amounts paid for the unperformed Empty Leg are refunded in full; Velaire has no further liability.
• Annual members pay nothing for Included Empty Legs (no charter price, taxes or fees), so a Carrier cancellation of an Included Empty Leg involves no refund; Velaire has no further liability.

4. Memberships

4.1 Annual memberships — Velaire Signature and Velaire Reserve

• Annual membership fees are payable in full at the start of the term.
• You may withdraw an application, and any fee paid will be refunded in full, at any time before the welcome call is completed.
• Once the welcome call has been completed, annual membership fees are non-refundable, in whole or in part, including if you do not use the membership, move, or change your travel plans. The membership continues to the end of its term.
• The Authorized User add-on on a Signature membership is billed with the membership and follows the same rule.
• Velaire may, in its sole discretion, allow a one-time upgrade from Signature to Reserve mid-term by payment of the difference; downgrades and refunds of the difference are not available mid-term.

4.2 Monthly membership — Velaire Access

• Access is billed monthly in advance to the card on your personalized payment link and renews automatically each month.
• You may cancel at any time by email. Cancellation takes effect at the close of the current billing period; no prorated refund is given for the remainder of the month, and no further charges are made.
• Member discounts on Empty Legs or flights already booked are not affected by a later cancellation.

4.3 Founding add-on

• The Founding add-on fee is non-refundable once the first villa stay has been booked with the property. Before that, it may be refunded together with the Reserve fee only if the application is withdrawn before the welcome call.
• Each villa stay is subject to the property's own cancellation terms once booked; those terms are provided when the stay is booked. Unused stays are not exchangeable for cash and expire three years after the Founding purchase date.

4.4 Termination by Velaire

If Velaire terminates a membership for breach of the Terms & Conditions (for example fraud, chargeback abuse, abusive conduct, or commercial resale), no refund is due. If Velaire discontinues the membership program during a paid term for reasons other than your breach, we will refund the unused portion of the annual fee on a pro-rata basis.

5. Concierge and Partner Services

Hotels, villas, yachts, vehicles, restaurants, and other services arranged by the Velaire concierge are provided by third parties under their own booking and cancellation terms, which are passed to you when the booking is made. Velaire does not refund third-party charges except to the extent the provider refunds them to Velaire.

6. How Refunds Are Paid

• Refunds are made by the original payment method: to the originating bank account for wire and ACH payments, and to the original card for card payments. We cannot refund to a different account or card.
• Velaire issues refundable amounts within ten (10) business days of confirming the amount with the Carrier or provider. Banks and card issuers may take a further 3–10 business days to post the credit; international wires may take longer.
• Refunds are made in U.S. dollars. Velaire is not responsible for exchange-rate differences, intermediary bank fees, or card-issuer fees.
• Where a Carrier holds your funds under its Charter Agreement, the Carrier may issue the refund directly; Velaire will tell you when that is the case.

7. Card Disputes and Chargebacks

Please contact us before disputing a charge with your card issuer; most issues can be resolved faster directly. A chargeback filed for a flight that operated, a membership whose welcome call was completed, or a Carrier cancellation charge that was disclosed in the Charter Agreement will be contested with the documentation you signed, and Velaire reserves the right to recover the disputed amount and its reasonable costs and to suspend the related membership.

8. Your Statutory Rights

Nothing in this Policy limits rights you have under applicable consumer-protection law, including the U.S. Department of Transportation's rules applicable to air charter brokers (14 C.F.R. Part 295). Where those rules require a refund, Velaire will provide it.

9. Contact

Refund and cancellation requests: sales@velaireaviation.com · +1 (915) 702-9915 (24/7)
Velaire Aviation LLC · 6501 Boeing Dr, Bldg I, Ste 1A, El Paso, TX 79925