Cancellation, Rescheduling & Refund Policy
Effective date: [Insert publication date]
Last updated: [Insert review date]
1. Purpose and Scope
This Cancellation, Rescheduling & Refund Policy explains how cancellation requests, booking changes, refunds, and service disruptions are handled for services arranged through AOK Global Jets.
It applies, as relevant, to:
- Private jet charter arrangements.
- Luxury and executive vehicle hire.
- VIP memberships and associated services.
- Empty-leg flight bookings.
- Film, music-video, advertising, photography, and production arrangements.
- Other services expressly covered by a booking confirmation or agreement.
Different services may involve different suppliers, commitments, and cancellation costs. The applicable quotation, confirmed booking terms, and service agreement should therefore be reviewed alongside this policy.
Mandatory rights under applicable law take precedence over any inconsistent provision.
2. Enquiries and Unconfirmed Reservations
Submitting an enquiry or receiving an indicative quotation does not, by itself, create a confirmed booking.
Where no binding booking or paid service agreement has been formed, there may be no booking to cancel. Any amounts already paid will be handled according to the applicable payment terms and legal requirements.
Customers should obtain written confirmation of the booking status before making non-refundable travel or production arrangements.
3. How to Request a Cancellation
Customers should submit cancellation requests through the official contact channel specified in their booking confirmation.
A cancellation request should include:
- Customer name.
- Booking or enquiry reference.
- Service type.
- Scheduled date.
- Requested cancellation or change.
- Relevant supporting information, if applicable.
We will acknowledge the request where reasonably practicable and communicate the applicable cancellation terms, charges, and any estimated refund.
A request is not necessarily effective until received and processed through the applicable procedure. Customers should not assume that a message has been received without confirmation.
For time-sensitive aviation or vehicle arrangements, customers should contact the designated booking representative as soon as possible.
4. Private Jet Charter Cancellations
Private jet charter arrangements may involve aircraft reservation commitments, operator costs, permits, positioning flights, airport charges, crew scheduling, and other expenses that may arise before departure.
Cancellation charges and refund eligibility depend on the signed charter agreement, the timing of cancellation, the work already performed, supplier terms, and applicable law.
Customers should review the specific cancellation schedule provided with their quotation or charter agreement before confirming the booking.
If no service-specific cancellation schedule has been supplied, AOK Global Jets should communicate the applicable terms in writing before accepting a binding booking or payment.
No fixed cancellation percentage or universal refund entitlement is created by this general policy.
5. Luxury Vehicle Cancellations
Luxury vehicle bookings may involve reservation deposits, vehicle allocation, driver scheduling, delivery, collection, and supplier commitments.
Cancellation charges and refunds depend on the applicable vehicle hire agreement and the timing of the cancellation.
Customers should check the booking confirmation for any disclosed:
- Cancellation deadlines.
- Refundable or non-refundable deposits.
- Delivery or collection charges.
- Driver or waiting-time charges.
- Late-cancellation or no-show conditions.
- Minimum hire periods.
Any charge must have an appropriate contractual and legal basis. Charges must not be applied inconsistently with mandatory consumer protections.
6. VIP Membership Cancellations
VIP membership cancellations are governed by the membership offer and terms presented at purchase.
The applicable membership terms should clearly state:
- Membership duration.
- Whether renewal is automatic.
- How renewal can be stopped.
- Whether cancellation ends benefits immediately or at the end of the paid period.
- Refund eligibility.
- Any cooling-off or withdrawal rights required by law.
Where recurring billing is used, the cancellation process should be accessible and should stop future charges as required by the membership terms and applicable law.
Cancellation of a membership does not automatically cancel a separate confirmed charter or vehicle booking. Each booking must be handled under its own applicable terms.
7. Empty-Leg Flight Bookings
Empty-leg flights may have special restrictions because they depend on an aircraft's existing or anticipated operating schedule.
Before payment, the applicable booking terms should disclose the relevant cancellation conditions, itinerary restrictions, and the consequences of an aircraft schedule change.
If an empty-leg service is cancelled or materially changed by the operator, the customer's options will depend on the booking agreement, the actual circumstances, and applicable law.
Customers should not assume that an empty-leg flight has the same flexibility as a bespoke charter unless the applicable terms expressly provide this.
8. Film, Music Video and Production Bookings
Production arrangements may require aircraft or vehicle allocation, crew scheduling, location approvals, permits, preparation, and coordination with third-party suppliers.
Cancellation and rescheduling terms should be agreed in writing before the production booking is confirmed.
The agreement should identify any applicable:
- Reservation or production deposit.
- Cancellation deadlines.
- Preparation or mobilisation costs.
- Crew or supplier commitments.
- Location or access fees.
- Rescheduling charges.
- Overtime or extended-hire charges.
- Refund conditions.
Submitting a production enquiry does not guarantee access to an aircraft, vehicle, airport, venue, or filming location.
Where permissions or operational approvals are denied, the parties should refer to the agreed service-specific terms and applicable law to determine available alternatives and financial consequences.
9. Rescheduling and Booking Changes
Customers should request rescheduling as early as possible.
Changes may be subject to:
- Availability of the requested aircraft or vehicle.
- Operator or supplier approval.
- New operating costs or price differences.
- Permits, crew schedules, and location permissions.
- Changes to the service duration or itinerary.
- Applicable amendment fees disclosed in the agreement.
A requested change is not confirmed until accepted in writing by the authorized representative.
If the requested alternative is unavailable, the parties should consider the options set out in the relevant agreement and applicable law.
10. Customer No-Shows and Late Arrivals
If a customer or authorized representative fails to appear at the agreed time, cannot be contacted, or is not ready to use the service, the incident may be treated as a no-show or delay under the applicable booking agreement.
Any resulting charges depend on the agreed waiting period, operational constraints, supplier terms, and applicable law.
Customers should promptly notify the designated contact if they anticipate being late or unable to attend.
A no-show does not automatically eliminate any refund or remedy that is required by law.
11. Operator Cancellations and Operational Disruptions
A service may be delayed, changed, or cancelled because of circumstances such as:
- Adverse weather.
- Safety or technical concerns.
- Air traffic, airport, or regulatory restrictions.
- Aircraft or vehicle unavailability.
- Crew or driver availability.
- Supplier failure.
- Security concerns.
- Other circumstances beyond a party's reasonable control.
Where a disruption occurs, AOK Global Jets will communicate material information available to us and discuss reasonable alternatives where practicable.
Depending on the agreement and applicable law, alternatives may include rescheduling, an alternative service, a credit, a refund, or another appropriate remedy.
Nothing in this section automatically excludes a customer's statutory rights or permits retention of funds where a refund is legally required.
12. Refund Processing
Where a refund is approved or legally required:
- We will determine the refundable amount under the applicable agreement and law.
- We may request information reasonably necessary to identify the original transaction.
- Where feasible, the refund will be returned through the original payment method.
- We will communicate any relevant processing information.
- The time taken for the funds to appear may depend on the payment provider, issuing bank, and payment method.
A refund should not be described as completed until the payment process confirms it has been processed.
Any deductions must be supported by the applicable agreement and law and explained to the customer.
13. Deposits and Non-Refundable Amounts
Any deposit or non-refundable payment must be clearly identified before the customer commits to the booking.
A deposit is not automatically non-refundable merely because it is called a deposit.
The applicable terms should explain what the payment covers, the circumstances in which it may be retained, and any circumstances in which it must be returned.
Any retention of funds remains subject to the relevant agreement and mandatory legal requirements.
14. Force Majeure and Exceptional Circumstances
Where an exceptional event beyond a party's reasonable control materially affects performance, the parties will refer to the applicable service agreement and governing law.
The parties should communicate promptly and consider reasonable mitigation or alternatives where appropriate.
This policy does not create a blanket exemption from refund obligations or other rights that cannot lawfully be excluded.
15. Chargebacks and Payment Disputes
Customers who believe a charge is incorrect should contact AOK Global Jets through the official contact channel, providing the relevant booking or transaction reference.
We will review the matter and provide relevant information where appropriate.
Nothing in this policy prevents a customer from exercising legitimate rights through their payment provider or under applicable law.
AOK Global Jets will investigate suspected fraudulent transactions and follow the relevant payment provider's procedures.
16. Customer Support
For cancellation requests, rescheduling, or refund enquiries, use the official contact details published on the AOK Global Jets website or included in the booking confirmation.
Please include your booking reference and the service date to help the team identify your request.
AOK Global Jets
Website: [Insert official website URL]
Email: [Insert official contact email]
Telephone: [Insert official telephone number]
17. Changes to This Policy
We may update this policy to reflect changes to our services, supplier arrangements, payment processes, or legal obligations.
The latest version will be published with a revised effective or update date. Any notice or consent required by law or an existing agreement will be provided as applicable.
A revised policy does not automatically override the cancellation terms of an already confirmed booking where doing so would violate the agreement or applicable law.
18. Legal Notice
This policy is a general framework for customer information. It must be reviewed against the laws applicable to AOK Global Jets and its customers before publication.
Where a signed charter agreement, vehicle hire agreement, membership agreement, or production contract contains service-specific terms, those terms apply to the extent legally permitted. Mandatory statutory rights remain unaffected.