Cancellation & Refund Policy

How the policy is chosen

• The platform runs a policy engine rather than one fixed rule. Each supplier or product can define its own cancellation slabs and exceptional-event rules.
• The exact policy applicable to a booking is displayed before payment and stored as a versioned snapshot with the booking. 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: handled under the applicable operator terms, and may include refund, rescheduling or an alternate arrangement where offered.
• Weather or operational disruption: helicopter flying is weather and operations dependent, and the operator's disruption, refund and rescheduling rules apply.
• 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: the refundable or non-refundable status of a token is displayed before it is paid; where a token is non-refundable to the supplier, BookHelicopter.com returns it to the account anyway.
• Partial use: refund eligibility for partially utilised services follows the specific operator and product rules.
• Convenience, payment and platform fees: refundability is explicitly configured and disclosed.

Processing

• Approved refunds are returned to the original payment method, or to another legally and commercially permitted method according to the transaction type.
• Every cancellation request generates a case reference and preserves its calculation, approval and refund history for audit.

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