TERMS AND CONDITIONS
All transactions are processed in AUD$
DEFINITIONS:“The Company” means Heli Experiences its servants, agents, successors and assigns. “The Passenger” means jointly and severally the person or company or group of persons or companies contracting with The Company and extends to his her its or their heirs, successors and assigns.
PAYMENT POLICY: All payments will be transacted before the tour unless prior agreement is made for payment terms, which are strictly 14 days from day of invoice. Please advise payment by email to [email protected]
CANCELLATION BY THE PASSENGER FOR SCENIC AND CHARTER FLIGHTS BOOKED DIRECT WITH THE COMPANY: All cancellations must be in writing and addressed to The Company. There are no cancellations available for flights that have been postponed or rebooked from a postponed flight.
Less than 21 business working days prior to departure – 25% of full fare
Less than 14 business working days prior to departure – 50% of full fare
Less than 7 business working days prior to departure – 100% of full fare
A business working day is defined as any ordinary working day between monday to friday not including weekend days.
GROUP BOOKING PAYMENT POLICY: Balance of 100% payments will be transacted 30 days before the tour unless prior agreement is made for payment terms. if 100% not received at least 30 days before the tour, the tour will be considered cancelled by the passengers or agents of passengers. Please advise payment by email to [email protected]
GROUP BOOKING AND CANCELLATION BY THE AGENT FOR SCENIC AND CHARTER FLIGHTS: A group is defined as 8 or more passengers. All cancellations must be in writing and addressed to The Company. There is 25% non-refundable deposit required to confirm a group charter upon booking. Cancellation fees are the following;
Less than 30 days prior to departure – additional 25% of Full Charter Cost.
Less than 21 days prior to departure – additional 50% of Full Charter Cost.
GIFT VOUCHER VALIDITY: Gift vouchers are valid for 24 months and cannot be exchanged for cash and no refunds are available after the applicable cooling off period.
BEST PRICE GUARANTEE: The company guarantees that any of its online products published on the Company website that display best price guarantee shall be the lowest rate available from the Company and the Company’s resellers. Should the customer find and prove by providing a current link for a legitimate lower rate for the product elsewhere on the internet then the Company will beat that rate by 5%. The comparison rate must be for a current date range and valid for flight at the same date and for the same amount of passengers per flight. The best price guarantee does not include lower rates provided by the company or any other company from past years.
INSTRUCTIONAL FLIGHTS POSTPONEMENT REQUESTS BY THE PASSENGER: All training flights can be postponed by the customer up to 7 days before the confirmed flight time for a change fee of $50. Requests within 7 days of confirmed flight time for postponement for any reason whatsoever are not allowed. Passenger No Shows and passengers who have missed their confirmed flights for any reason whatsoever forfeit their tickets and are not entitled to fly again or receive a refund. Name changes are allowed up to 48 hrs before the confirmed flight time, the weight of the new named passenger must be equal to or less than the former named booked passenger. There is no fee for name changes.
MAXIMUM PASSENGER WEIGHTS: For 1 person bookings on training instructional flights individual passenger weight must NOT Exceed 120Kg, All passengers are weighed pre flight. For 1 Person bookings on share flights individual passenger weight must NOT exceed 110Kg, for group bookings on shared flights passengers can combine weights so long as individual passengers do not exceed 125kg. 2 passengers must not exceed 200kg, 3 passengers must not exceed 270kg and 4 passengers must not exceed 370kg. All passengers are weighed pre flight. Should a passenger misrepresent their weight upon booking and found to be over the allocated weight pre flight, the passenger may be prevented from boarding the aircraft by The Company Ground Staff/Pilot and their seat/flight and any monies paid for that seat/flight will be forfeited.
MINIMUM PASSENGER NUMBERS SHARED FLIGHTS: Shared flights can only depart with full passenger numbers on board. This is due to the fare type and operational costs. If you shared flight is not full you will be contacted prior and offered other times and/or dates. There are no refunds available for shared flights postponed due to insufficient passenger numbers.
SCENIC FLIGHT POSTPONEMENT REQUESTS BY THE PASSENGER: All scenic flights can be postponed by the customer up to 48 hrs before the confirmed flight time for a change fee of $50 pp. Requests within 48 hrs of confirmed flight time for postponement for any reason whatsoever are not allowed. Passenger No Shows and passengers who have missed their confirmed flights for any reason whatsoever forfeit their tickets and are not entitled to fly again or receive a refund.
REFUNDS: Refunds are at the sole discretion of the company. Refunds are not available for services provided but not utilised by The Passenger. Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. Refunds are not available for confirmed flights that have been postponed for any reason including weather or confirmed flights that have been put on hold for any reason. Refunds are not available to passengers that choose not to participate on the day of their confirmed booking for any reason whatsoever. Refunds are not available for flights that may depart at different times then advertised and/or confirmed due to any reason.
UPGRADES: The company personnel may offer upgrades to passengers at it’s own discretion. This may include seating arrangements and extra time or larger aircraft type. If the upgrade is provided free of any extra charge to the customer, the company reserves the right to not provide the upgrade at any stage prior to the flight and to carry the passengers as per their confirmed ticket type. This maybe because of altered seating arrangements, air traffic control directions or weight and balance of passengers determining seating or late bookings of fully paid preferential seating such as front seat guarantee. There is no refund available for upgrades provided free of charge that are not provided and in that circumstance the customers paid ticket type will be subject to the company’s normal terms and conditions.
FRONT AND WINDOW SEAT GUARANTEE: Both seats types are subject to availability due to limited seating options in helicopters. A passenger requesting a guaranteed seat is not confirmed a guaranteed seat. Upon receipt of payment passengers must be allocated the guaranteed seat they have paid for or otherwise offered alternative arrangements with a refund of the guarantee surcharge payment. A request for a guaranteed seat is only a considered a request until that time that it is confirmed by full payment. The company will accept no liability for changes of seating except for the refund entitlement of the surcharge paid by the passenger.
PART REFUNDS FLIGHT TIME VARIATION: Where a passenger has participated on a flight and the flight for whatever reason has not flown for the stipulated time, the passenger will be entitled to a refund directly corresponding to the amount of time that was not provided. For the avoidance of doubt, if you purchase a 30 min scenic flight and the flight durantion is 25 mins, then you are entitled to a refund for 5 mins. Flight times can vary due to air traffic control, weather, reservations error, passenger medical reasons and aircraft malfunction.
ONLINE PURCHASE REFUNDS AND RETURNS POLICY:All voucher purchases have a 24 hour cooling off period. If a customer wishes to return a voucher for a full refund, the customer must notify Heli Experiences within 24 hours of the time of purchase.
REFUND REQUESTS WHEN TICKET BOOKED THROUGH 3RD PARTY:
Where a ticket is booked and paid via a third party; defined as but not limited to a travel agent, online booking service or voucher provider, wholesaler, inbound tour operator or any other third party entity that is not owned by the company and/or the ticket is not booked directly and paid directly to the company, all refund requests must be directed to the point of purchase. The reason for this is the company may not have been paid the full amount of the purchase price. Where the third party service is embedded in the company’s website, or payment has been made directly to the company then the company is responsible for refunds subject to the company’s refund policy contained within the company’s terms and conditions. Where a 3rd Party sells the tickets subject to The Company Terms and Conditions then The Company Terms and Conditions shall prevail.
SHARE FLIGHT REQUESTS FROM VIATOR, RED BALLOON, ADRENALIN AND ANY OTHER 3RD PARTY AGENT: Shared flights only depart when all seats in the allocated helicopter are full. If you are booked on a share flight and the share flight is not full your flight will be postponed. Whilst every effort will be made to provide the journey, trip or tour offered at the time requested, The Company cannot guarantee exact times to match a customer request. The Company reserves the right to confirm any share flight request within a reasonable time frame of the customers requested time window. The Company considers a reasonable time variation window as 1 hr before or after the requested start time and 1 hr before or after the requested end time. The Company Reservations team will ring you only if you are to be confirmed outside this window. The Company explicity does not guarantee confirmation within requested times. Reasons for this is the complexity of matching passengers together according to different flight paths, different weight and balance of the helicopters, air traffic control instructions, number of share flight requests (over 15,000 a year) and other reasons outside the control of The Company. For the avoidance of doubt; If the customer requests a flight between 1pm and 2 pm, the Company could confirm the request between 12pm and 3 pm. On most occasions if the customer has provided a large enough window the customer will be confirmed within that window. If the customer wants an exact time, or is unavailable outside their time request window it is highly recommended that they inform The Company in the customer notes section of the request.
DIRECT BOOKINGS WITH COMPANY ALTERATIONS TO CONFIRMED BOOKINGS AND TRAVEL ARRANGEMENTS: Whilst every effort will be made to provide the journey, trip or tour offered at the time requested and confirmed, the Company nevertheless must retain the right to change, modify, alter or cancel any request or arrangement if they can not be provided for any reason. The Company accepts no liability or responsibility where delays, changes to flight departure times, cancellations, price increases or other alterations have been caused by circumstances beyond its control, including but not limited to delays, interruptions, share flight passenger matching or changes due to weather conditions, technical problems with transport, industrial action, natural disasters, riots, terrorist activities, airport closures or other breakdowns in arrangements. The Company shall not in any circumstances be held liable for and will not accept responsibility or liability for acts, omissions, defaults or failures on the part of transportation companies, hotel contractors and the like, who may provide you with services and facilities at the request of The Company. The Company in such circumstances acts only as your agent to introduce you to the companies, persons, accommodation contractors and the like who provide such services and facilities. Acceptance of these arrangements is a condition of booking. It is essential that you ensure that The Company is informed of a contact telephone number or address where you can be reached immediately prior to departure. Should however the Company become aware any time prior to departure that due to weather warnings or any other reason the helicopter will be unable to execute all legs of the journey the company will offer the customer alternative arrangements and/or itinerary details or at the discretion of the Company a 100% full refund which will be returned to the customer via electronic funds transfer upon company cancellation of the booking.
CUSTOMER FEEDBACK AND COMPLAINTS: The company does not discuss feedback or complaints over the phone. All complaints and enquiries should be directed to point of sale, (where you purchased the ticket from). For direct bookings only, all passenger enquiries in regards to No Shows, Passengers who have missed their flights or any other post flight enquiry or complaint must be emailed in writing to [email protected] . Phone feedback or complaints will be referred to the email address. All customer feedback and complaints emailed will receive a auto responder to our published terms and conditions and a written reply within 72 hrs.
CANCELLATION BY THE COMPANY: The Company reserves the right to cancel or withdraw or postpone a tour or reservation made by The Passenger in which event the tour or reservation will be postponed to a mutually convenient date and time or at the full discretion of the company a full refund may be offered. This does not apply to any tickets purchased through 3rd party resellers or group buying websites where postponements are only available. The Company shall not be liable for any loss or damage in respect of such cancellation or withdrawal or postponement.
CHILD / INFANT POLICY: Due to the limited seating capacity of helicopters, all passengers are required to pay the full rack rate. Except, where an infant is under 3 years of age, on Private Flights only one infant may travel free of charge as long as the infant is seated on a parent or guardian’s knee. There is one seat belt extension available for this situation.
LEGAL LIABILITY: The Company shall be exempt from all responsibility or liability in respect of any detention, delays, loss, damage, expense, accident, sickness or injury howsoever and by whomsoever caused and whatever kind occurring of or to The Passenger at any time, howsoever occasioned, sustained or suffered in or during any package journey, trip or tour or in carrying out of any arrangements booked by or through it. The Company shall not be responsible for any misdescription or misleading information notwithstanding from whence it came.
VARIATION OF PRICE: All prices quoted, including fares and tour costs are those current at the date of publication, but are
subject to alteration without notice at the absolute discretion of The Company. It is recommended that you check regularly to ensure that the latest amendments, if any, are brought to your attention.
ALTERATION OF CONDITIONS: These conditions cannot be varied or altered or waived by any servant or agent or representative of The Company or by any person providing services or facilities unless contained in writing and signed by a Director of The Company. The Company will not be bound by a representation made or purported to have been made on its behalf unless The Company confirms such representation in writing.
ILLEGAL ACTS: The Company reserves the right to expel The Passenger from the tour without payments of compensation should The Passenger commit any illegal or dangerous act, either prior to or during the tour, or if the Passenger appears likely to endanger the health or safety or to impair the comfort of other passengers or crew. Abusive, insulting language, phone calls and/or emails directed towards any staff members will result in customers forfeiting the right to participate on their confirmed flight. The Company will use its discretion in determining whether any refund is due, the passenger may forfeit their ticket with no compensation.
LUGGAGE: The Company shall not be responsible or liable for any loss, damage or inconvenience caused in the handling of the Passenger’s equipment, property or luggage, including as a result of negligence.
AGENCY: Ancillary tours, accommodation, some travel and other contracts as required are arranged by The Company as agent for The Passenger and not as principal.
LIMITATION OF LIABILITY: The Company hereby limits its liability to The Passenger to the maximum extent permissible by law including without limiting the generality of the foregoing the exclusion of any liability whatsoever for consequential loss or damage.
BAGGAGE ALLOWANCE FOR SCENIC FLIGHTS: Passengers are not allowed to board scenic flights with any hand luggage. This includes handbags, backpacks and other luggage. Sharp Implements, weapons and flammable materials including matches, lighters etc are explicitly banned from carriage. Mobile Phones, Cameras and Videos are allowed, subject to pilots approval. In all cases the company, it’s ground staff and the Pilot in charge reserve the right to refuse carriage if they believe that the passenger is in violation of luggage terms and conditions.
BAGGAGE ALLOWANCE FOR GENERAL CHARTER: Baggage Allowance is 10kg per person, (carry on style) and must be strictly adhered to for safety reasons. Due to the nature of helicopter aircraft, baggage allowances can be increased where the helicopter has fewer passengers than it’s capacity. It is advised that passengers should use soft bags for Luggage, as some models of helicopters are unable to fit rigid suitcases.
AIRCRAFT: The Company reserves the right to substitute aircraft without notice.
ACCEPTANCE OF TERMS: The Passenger acknowledges having read all the above terms and conditions and agrees to be bound thereby.
DIETARY REQUIREMENTS: Any special dietary requirements must be made clear to the Company in order for us to provide The Passenger with desired preferences.
DISABILITIES OR SPECIAL REQUIREMENT: Any physical, mental or emotional disability, or special needs that may require special handling, must be notified by The Passenger in writing when the reservation is made.