Status: Draft for review — not effective.
This policy applies to services arranged through Volaire Travel & Logistics LLC. Read it together with the provider terms and payment conditions supplied for your specific booking. The air transportation refund commitments below take priority over inconsistent supplier cancellation deductions in Volaire’s customer-facing refund calculation. Mandatory legal rights take priority over any inconsistent term.
Requesting a cancellation or change
Email contact@volairetravel.com with your name, booking reference, requested change or cancellation, and affected service date. For an urgent cargo matter, also call +1 305-847-1510. A deadline is measured in the time zone stated in your booking documents; we will identify it before you commit.
A request is recorded when it reaches the designated channel, not when a staff member later responds. Please ask for acknowledgment and contact us again if none arrives. A cancellation request does not automatically cancel unrelated services or notify every supplier. We will explain which arrangements are affected and coordinate the required notices.
Customer cancellations
For a voluntary customer cancellation of an air transportation booking, Volaire will refund the amount paid to Volaire for the cancelled booking, less a single US$500 cancellation fee per booking, not per passenger. The deduction will not exceed the amount paid; the refund cannot be less than zero. No additional supplier cancellation charge or Volaire processing fee will be deducted from that refund. The fee applies only where disclosed and accepted before booking and permitted by applicable law.
The fee does not apply when transportation cannot be performed, when cancellation results from Volaire’s or the provider’s inability to perform, or when applicable law requires a full refund or cancellation without a fee. A customer declining an unavailable service is not treated as a voluntary cancellation merely because the customer requests the refund. An inquiry alone is not a booking and carries no cancellation fee.
This air transportation schedule does not set cancellation terms for separate yacht, accommodation, concierge or other non-air services; those must be disclosed and agreed for the specific service, subject to mandatory rights.
Changes and missed services
Requested changes are subject to availability and any price difference or change fee disclosed before you accept the change. Unless otherwise agreed, the original booking remains in effect while a change is being considered. Missing a departure or appointment, failing to supply required documents, or tendering unsuitable cargo can lead to charges under the accepted booking terms, subject to law.
Supplier cancellation and material changes
If a provider cancels or makes a material change, we will explain the available alternatives and the applicable cancellation or refund rights. You are not required to accept a voucher or substitute service where the law gives you a right to a monetary refund. We do not make mandatory refunds conditional on first recovering money from a supplier.
For passenger charter arrangements covered by 14 CFR Part 295, required broker disclosures and updates must be provided within the applicable time. If a disclosure failure gives you a right to cancel and obtain a full refund under that rule, that right applies, including to the unperformed remainder of a trip where relevant. If booked air transportation cannot be performed because of force majeure or other factors and payment has been made, Volaire will provide a full refund of the amount paid for that unperformed transportation, without a cancellation, administrative or processing fee. If an entire booking cannot be performed, all payments for that booking will be refunded. For a partly performed itinerary, the refund covers the unperformed transportation, without limiting any greater refund required by law. Volaire will not make this refund conditional on recovering payment from the operating carrier.
Refund processing
When a refund is due from Volaire, we will process it promptly and identify its amount and basis. For covered passenger charter refunds, credit card refunds are handled within the applicable federal deadline, generally seven business days; cash and check refunds are made within 20 days after receipt of a complete refund request. Any rule requiring an automatic refund or an earlier deadline takes priority. We will not delay the clock by demanding unnecessary information.
Other refunds follow the deadline required by law or stated in the accepted booking terms. We normally return money to the original payment source unless law or payment-system constraints require another verified method. We will not deduct an administrative or processing fee from a refund that must legally be paid in full.
Scheduled airline tickets and public charters
Scheduled airline tickets and public charter products, if offered under separate arrangements, can have different refund rules. A ticket agent’s role as merchant of record can affect who must issue the airfare refund. We will identify the responsible seller and applicable conditions before purchase. Do not assume an airline’s 24-hour cancellation policy applies to every brokered charter or travel agency booking.
Insurance and payment disputes
Travel or cargo insurance claims are separate from contractual refund rights and are decided under the insurance policy. A pending insurance claim does not suspend a refund we are legally required to provide. You retain applicable rights to dispute an incorrect or unauthorized charge with your payment provider.
Force Majeure
A force majeure event is an event beyond the reasonable control of the party affected that prevents or materially delays performance despite reasonable precautions and mitigation. Depending on the circumstances, qualifying events may include severe weather, natural disasters, war, terrorism, airspace or airport closures, government prohibitions, public health restrictions, and external air traffic or labor disruption. An event does not qualify merely because performance becomes more expensive or less profitable.
Lack of funds, reduced demand, avoidable staffing shortages, and a failure to maintain required authority or obtain reasonably foreseeable permissions are not automatically force majeure. An ordinary mechanical defect or a supplier's failure is not automatically force majeure; the underlying cause and the agreed allocation of responsibility must be considered. A safety decision may be necessary even when the cause does not qualify as force majeure.
The party relying on force majeure must notify the other promptly, describe the affected service and expected impact, provide reasonably available supporting information, and take reasonable steps to reduce disruption. Relief applies only to the affected obligation, only to the extent caused by the event, and only for as long as reasonably necessary. Obligations that can still be performed continue.
We will communicate available options, which may include rescheduling, an alternative service, or cancellation. No materially different substitute or additional customer charge will be imposed without the authority provided in the accepted agreement or the Customer's subsequent approval. If performance becomes unlawful or impossible, or the contracted service cannot be provided within an expressly agreed essential travel or delivery window, either party may cancel the affected unperformed service by written notice, subject to mandatory law and the specific agreement.
For air transportation that cannot be performed, the full-refund commitment above applies, including when the cause is force majeure. The US$500 customer-cancellation fee does not apply. Refunds for other unperformed services follow applicable law and the accepted service agreement; force majeure alone is not permission to retain payments. Mandatory monetary refunds will not be replaced with a voucher without the Customer's agreement. Accrued payment obligations for services properly performed remain payable. Nothing in this clause excuses fraud, negligence where liability cannot lawfully be excluded, or other nonwaivable duties.