TERMS AND CONDITIONS
All transactions are processed in AUD$
DEFINITIONS:“The Company” means The Experiences Group 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]
AIRCRAFT: The Company reserves the right to substitute aircraft without notice.
CANCELLATION BY THE PASSENGER FOR CONFIRMED PRIVATE FLIGHTS: All cancellations must be in writing and addressed to The Company.
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.
CANCELLATION BY THE PASSENGER FOR CONFIRMED SHARE AND SHARED NIGHT SCENIC FLIGHTS: There are no cancellations available for any confirmed shared flights including shared Night Lights Scenic Flights and any DC3 Flights due to other passengers amenity and that the flight will go ahead with your seat empty. Passenger No Shows and passengers who have missed their confirmed shared flights for any reason whatsoever forfeit their tickets and are not entitled to fly again or receive a refund.
GIFT VOUCHER VALIDITY: Gift vouchers are valid for 12 months and cannot be exchanged for cash and no refunds are available after the applicable cooling off period.
MAXIMUM PASSENGER WEIGHTS: All Pax 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 AGE SHARED FLIGHTS: This is a shared flight and as such the company must consider the amenity of all passengers. As such the minimum age for participation is 5 years old. Children under the age of 16 must be accompanied by a guardian on the flight.
CONFIRMED PRIVATE FLIGHT POSTPONEMENT REQUESTS BY THE PASSENGER: All flights can be postponed by the customer up to 72 hrs before the confirmed flight time for a change fee of $50 pp. Requests within 72 hrs of confirmed flight time for postponement for any reason are at the sole discretion of Flight Group. 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.
CONFIRMED SHARE AND NIGHT LIGHTS SHARED FLIGHT POSTPONEMENT REQUESTS BY THE PASSENGER: There are no postponements available for any shared flights including shared Night Lights Scenic Flights due to other passengers amenity and that the flight will go ahead with your seat empty. Passenger No Shows and passengers who have missed their confirmed shared flights for any reason whatsoever forfeit their tickets and are not entitled to fly again or receive a refund.
CONFIRMED SHARE AND NIGHT LIGHTS SHARED FLIGHT POSTPONEMENT BY THE COMPANY: Any shared flights including Night Lights scenic flight maybe postponed due to weather that prohibits good scenic viewing or any other reason as determined by the company. There are no refunds available for postponed flights, customers will be rebooked on the same flight on another mutually convenient date. The company is not liable for any alterations and or costs incurred by the customer on the day of the postponed flight.
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. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t do what it is supposed to do. (EXCLUDING FLIGHT TIME VARIATION) Refunds are not available for confirmed flights that have been postponed for any reason or confirmed flights that have been put on hold for any reason.
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 is not entitled to a refund. Flight times can vary due to air traffic control, weather, reservations error, passenger medical reasons and aircraft malfunction. Our Pilots always strive to deliver correct flight times.
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 RED BALLOON AND ADRENALIN: 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 the requested start time and 1 hr 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.
ALTERATIONS TO TRAVEL ARRANGEMENTS: Whilst every effort will be made to provide the journey, trip or tour offered at the time requested and/or 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, change of aircraft type or model, 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, group buying online agents such as Groupon, Living Social 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, the aircraft 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 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 a tour or reservations made by The Passenger in which event, save for the refund of monies paid by The Passenger, The Company shall not be liable for any loss or damage in respect of such cancellation or withdrawal.
CHILD / INFANT POLICY: Due to the limited seating capacity of aircraft, 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.
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.
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.