1. Scope
This policy explains how cancellations and refunds work on charter bookings arranged by ExcelJet. It should be read together with our Terms & Conditions and with the charter agreement issued for your specific booking.
The charter agreement governs. Aircraft operators set their own cancellation terms, which vary by operator, aircraft type, route and season. Where the terms in your signed charter agreement differ from the general position described here, the charter agreement applies.
2. How to Cancel
Cancellation requests must be made in writing to your account manager or to charter@excelaviationservices.com. A telephone call alone does not cancel a booking — please follow up any call with written confirmation.
The cancellation takes effect from the time we receive your written notice, and that timestamp determines which charge band applies. Cancellations received outside business hours are timestamped on receipt, as our charter desk operates 24 hours.
3. Cancellation Charges
Charges reflect what the operator commits at each stage — crew rostering, slot applications, permits, positioning and fuel uplift — and rise as departure approaches. The following bands are indicative of how a typical charter is structured:
| Notice Before Scheduled Departure | Indicative Charge | Why |
|---|---|---|
| More than 30 days | Administration fee only | Little operational commitment made |
| 15 – 30 days | Part of the charter price | Aircraft held; some slots and permits applied for |
| 7 – 14 days | Substantial part of the charter price | Crew rostered, permits issued, aircraft blocked |
| 48 hours – 7 days | Major part of the charter price | Positioning planned, catering and handling ordered |
| Less than 48 hours | Up to the full charter price | Aircraft and crew committed; costs largely irrecoverable |
The exact percentages applicable to your booking are stated in your charter agreement. Third party costs already incurred and non-refundable — such as landing permits, over-flight fees, positioning flights and specialist catering — are payable in addition to the applicable band.
4. Itinerary Changes
Changes to dates, times, routing or passenger numbers are accommodated wherever operationally possible. Where a change can be absorbed without additional cost, we make it at no charge. Where it requires a different aircraft, new permits, re-rostered crew or additional positioning, the price is re-quoted before we proceed — you will always see the revised figure first.
A change requested close to departure that the operator cannot accommodate may be treated as a cancellation and rebooking, in which case section 3 applies.
5. Cancellation by Us or the Operator
If a charter is cancelled by us or the operator for reasons within our or their control, we will first attempt to source an alternative aircraft at no additional cost to you. Where no suitable alternative can be arranged, all sums you have paid for the cancelled flight are refunded in full.
6. Weather & Force Majeure
Flights delayed, diverted or cancelled because of weather, air traffic control restrictions, airport or airspace closure, technical grounding, government action or other force majeure events are outside anyone's control. In these cases we will re-plan the flight at the earliest practicable opportunity.
Where the flight cannot proceed at all, unused amounts are refunded net of third-party costs already incurred and non-recoverable. We are not liable for consequential losses such as missed connections, accommodation or events — see section 11 of our Terms & Conditions.
7. No-Shows
Where passengers do not arrive by the agreed reporting time and the flight cannot depart within the crew's available duty period, the charter is treated as cancelled at short notice and the full charter price is payable. If you are running late, call the charter desk immediately — wherever crew duty and airport slots permit, we will hold the departure.
8. How Refunds Are Paid
- Refunds are made to the original payer, using the same method and currency as the original payment, unless that is not possible.
- Bank charges and currency conversion differences arising on a refund are for the payer's account.
- We process approved refunds promptly; the time for funds to reach your account depends on your bank and the payment corridor.
- We do not make refunds in cash, and we do not refund to an account other than the one funds were received from, except where we are satisfied it is legitimate and lawful to do so.
9. Special Cases
9.1 Air ambulance transfers
Medical transfers are mobilised immediately on instruction, which means crew, equipment and clearances are committed within minutes rather than days. Where a transfer is cancelled after mobilisation — including where the patient's clinical condition changes — costs already incurred are payable. We will always tell you what has been committed before you confirm.
9.2 Empty leg flights
Empty legs exist because an aircraft is repositioning for another booking. If that underlying booking changes or cancels, the empty leg may cease to exist at short notice. Where that happens, you receive a full refund, but we cannot guarantee an alternative at the same price.
9.3 Group and series charters
Group movements and series programmes carry their own cancellation schedules, reflecting the longer lead times and larger commitments involved. These are set out in the specific agreement for the programme.
9.4 Cargo charters
Where a cargo charter is cancelled after the aircraft has positioned or loading has begun, positioning, handling and demurrage costs are payable in addition to the applicable cancellation charge.
10. Disputes
If you believe a cancellation charge has been applied incorrectly, write to us within 30 days of the invoice with the details. We will review the operator's charges and our own records and respond with a reasoned explanation. Unresolved disputes are subject to the governing law and jurisdiction clause in our Terms & Conditions.
11. Contact
- Cancellations & changes: charter@excelaviationservices.com
- Charter desk (24/7): +91 99102 34997
- Address: ExcelJet, Terminal 1 & 4, Indira Gandhi International Airport, New Delhi, India