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Refunds and Cancellations Policy
1. Purpose of This Policy
This Policy explains how JetMarinovexa handles consultation expiry, customer cancellations, passenger no-shows, document failures, operational changes, and eligible refunds for private charter services supplied in Hong Kong.
JetMarinovexa provides charter services directly to its customers and acts as the customer-facing contracting company. It is not an aircraft-listing marketplace or referral platform.
This Policy applies to bookings accepted through the office after the complete quoted amount has been paid and written booking confirmation has been issued.
2. Consultation Requests Do Not Require Refunds
Submitting the website consultation form creates a 48-hour consultation hold. It reserves an opportunity to discuss a charter and does not reserve an aircraft, crew, departure slot, route, airport, availability, or quoted price.
The customer must attend the designated Hong Kong office within 48 hours. If the customer does not attend, the hold expires automatically. No website payment is collected, so expiry does not create a refund.
3. Customer Cancellation Schedule
A customer may cancel a booking by emailing flight@Jetmarinovexa.com from the email address recorded for the booking.
The following schedule applies:
| Time the request reaches JetMarinovexa | Cancellation outcome |
|---|---|
| At least 48 hours before departure | Complete refund of the charter amount paid |
| Less than 48 hours before departure | 50% cancellation charge and 50% refund |
| Failure to appear for departure | No-show cancellation with no refund |
Timing is measured to the minute against the scheduled departure time. The local time at the first departure airport controls the calculation.
A message is effective when it reaches JetMarinovexa’s email system. A draft, scheduled message, undelivered message, or email sent to another address does not establish cancellation.
4. Information Required
The cancellation email should include:
- Customer’s full name;
- Booking reference;
- Scheduled departure date and time;
- Charter route;
- Sectors being canceled, if fewer than all sectors; and
- A clear request to cancel.
JetMarinovexa may request additional information reasonably necessary to locate the booking, identify the payer, or prevent misuse. The original receipt time remains the cancellation time even if supporting information is provided later.
5. Multi-Sector Charters and Individual Passengers
For a multi-sector itinerary, a cancellation applies to all uncompleted sectors unless JetMarinovexa accepts a written request concerning specified sectors. Any refund for selected sectors will be based on the amount allocated to those sectors in the quotation or JetMarinovexa’s reasonable cost allocation.
Private charter services are arranged for the aircraft journey rather than sold as individual passenger seats. If one passenger withdraws but the charter continues, the booking amount does not automatically decrease.
6. Passenger Readiness and No-Shows
Every passenger must arrive at least one hour before departure with government-issued identification and all required travel documents.
A passenger may be refused carriage for late arrival, absence, missing identification, missing travel permission, or failure to meet requirements communicated during consultation.
Where legally and operationally possible, refusal of one passenger will not cancel travel for the remaining passengers. If the entire charter cannot proceed because of a customer or passenger failure, the booking may be seen as a no-show and no refund will be provided, except where mandatory law requires another result.
7. Purpose of the Late-Cancellation Charge
The 50% deduction is a cancellation charge, not a punishment. It reflects aircraft commitment, positioning arrangements, crew planning, airport coordination, administration, and scheduling capacity that may not be recoverable when cancellation occurs close to departure.
The charge is applied subject to Hong Kong law and any rights that cannot be restricted. If a different cancellation provision appears in a trip-specific charter agreement, JetMarinovexa will identify it before payment, and the accepted trip-specific provision will govern to the extent permitted by law.
8. Changes Requested by Customers
A request to change the route, date, time, airport, aircraft requirement, or passenger list is not automatically a cancellation. A requested change requires written acceptance and may require a revised quotation.
If JetMarinovexa cannot accommodate the requested change, the original booking remains in effect. If the customer then cancels, the standard cancellation schedule applies.
9. Operational Disruption
Weather, air traffic, airport restrictions, runway conditions, permits, government directions, crew-duty limits, and aircraft availability may affect a charter.
JetMarinovexa may propose a different aircraft, time, airport, route, fuel stop, or operational arrangement. A replacement aircraft may differ in model, registration, appearance, cabin layout, or features.
Where circumstances permit, a material change will be explained before acceptance. If JetMarinovexa cannot supply an affected sector for a reason not caused by the customer or passengers, and no reasonable alternative is available or accepted, JetMarinovexa will refund the amount allocated to that unused sector.
A sector already completed is not refundable. Separate hotel, transfer, event, business, connection, or third-party expenses are governed by the Terms and Conditions and applicable law. (Link with Terms and Conditions)
10. Refund Method and Timing
Eligible refunds are issued by bank transfer, ordinarily to an account connected with the original payer.
After eligibility is determined, JetMarinovexa will request complete bank information. JetMarinovexa will initiate the transfer within 24 hours after receiving accurate information. Transfer arrival may be affected by receiving banks, intermediary institutions, currencies, weekends, and public holidays.
Known deductions or transfer charges will be disclosed before processing. JetMarinovexa is not responsible for delays caused by inaccurate or incomplete information supplied by the customer.
11. Hong Kong Law
This Policy forms part of the charter agreement and is governed by Hong Kong law. Relevant legislation includes the Control of Exemption Clauses Ordinance (Cap. 71), Trade Descriptions Ordinance (Cap. 362), Supply of Services (Implied Terms) Ordinance (Cap. 457), Unconscionable Contracts Ordinance (Cap. 458), Electronic Transactions Ordinance (Cap. 553), and Personal Data (Privacy) Ordinance (Cap. 486).
Aviation and carriage matters may also be governed by the Civil Aviation Ordinance (Cap. 448), Air Navigation (Hong Kong) Order 1995 (Cap. 448C), and Carriage by Air Ordinance (Cap. 500).
Questions or cancellation requests should be sent to flight@Jetmarinovexa.com.