Cancellation & Refund Policy

Our promise, and the operator's slabs

• The customer is always refunded everything they have paid. There are no cancellation charges, deductions or fees taken from the customer's refund.
• Each supplier or product can still define its own cancellation slabs. The operator policy for a booking is displayed before payment and stored as a versioned snapshot with the booking, because it governs what the platform settles with the operator. A later change by the supplier does not alter a booking already confirmed.

What applies, and when

• BookHelicopter.com refunds the customer everything they have paid on any cancellation, whoever cancels. Where a supplier's slab would retain a charge, the platform settles that with the supplier rather than deducting it from the customer.
• Customer-initiated cancellation: the customer is refunded in full. The policy accepted for that booking is still calculated and recorded, because it governs what the platform settles with the supplier.
• Supplier or operator cancellation: the customer is refunded in full, or, if they prefer, moved to a new date or an alternative arrangement.
• Weather or operational disruption: helicopter flying is weather and operations dependent. If the flight cannot operate, the customer is refunded in full, or moved to a new date or alternative if they prefer.
• No-show or late reporting: the supplier and product terms displayed govern what the supplier charges, and BookHelicopter.com still refunds the customer everything they have paid.
• Hold and token cancellation: a paid token or deposit is refunded in full. Whether the supplier treats a token as refundable is shown before it is paid, and only affects what the platform settles with the supplier.
• Partial use: if a booking is cancelled after part of it has been used, the customer is refunded everything they have paid; any charge the operator keeps is settled between the operator and the platform.
• Convenience, payment and platform fees: refunded with the rest of the booking.

Processing

• Refunds are returned to the original payment method, or to the account wallet where that is not possible. How long the money takes to arrive depends on the bank or payment gateway.
• Rescheduling is free, subject to availability. The customer can always cancel for a full refund instead.
• Every cancellation request generates a case reference and preserves its calculation, approval and refund history for audit.

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