At Heli South East, we strive to provide an exceptional experience for all our customers. We understand that plans can change, and we are committed to offering a fair and flexible returns and refunds policy. Please review the details below to understand your rights and options.
1. Cancellation & Refunds
a. Cancellation by the Customer
- Within 14 Days of Purchase: If you wish to cancel your experience booking within 14 days of purchase, you are entitled to a full refund, provided the experience has not yet been redeemed. This is in accordance with your statutory rights under the Consumer Contracts Regulations 2013.
- After 14 Days: Cancellations made after 14 days of purchase are not eligible for a refund. However, we will offer a credit or exchange for another experience of equal or lesser value, valid for 12 months from the original purchase date.
b. Non-Refundable Items
- Voucher Extensions: Fees paid for extending the validity of a voucher are non-refundable.
- Promotional Items: Experiences purchased as part of a special promotion or at a discounted rate are non-refundable.
2. Rescheduling
- Rescheduling by the Customer: You may reschedule your booking free of charge, provided you notify us at least 2 days before your scheduled experience. Rescheduling within 2 days of your booking may incur a fee of up to 25% of the experience cost.
- Rescheduling by Heli South East: In the rare event that we need to reschedule your experience due to weather conditions or other unforeseen circumstances, you will be offered an alternative date or a full refund if a suitable date cannot be arranged.
3. Voucher Validity
- Validity Period: All vouchers are valid for 12 months from the date of purchase. It is your responsibility to ensure that the experience is booked and undertaken within this period.
- Expired Vouchers: Once a voucher has expired, it cannot be redeemed or refunded. However, an extension may be purchased, subject to additional fees.
4. Transfers & Exchanges
- Transferability: All experience vouchers are fully transferable. If you cannot attend your booked experience, you may transfer your voucher to another person at no additional cost. Please notify us of the transfer at least 48 hours in advance.
- Experience Exchanges: If you wish to exchange your experience for another of equal or greater value, please contact us within 30 days of purchase. Any price difference for a higher-value experience will need to be settled at the time of exchange.
5. Refund Process
- Processing Time: Once your refund has been approved, please allow up to 14 days for the refund to be processed back to your original payment method.
- Refund Deductions: Any refunds issued will be for the full amount paid, minus any fees incurred for rescheduling, extending, or transferring vouchers, if applicable.
6. Contact Information
For any questions regarding our returns policy, or to request a cancellation, reschedule, or exchange, please contact our customer service team at:
- Phone: +44 (0) 117 230 5800
- Email: [email protected]
- Address: Heli South East, Office 2, [ADDRESS TBC], Wrington London [POSTCODE TBC]
We are here to help and will do our utmost to ensure your experience with Heli South East is as enjoyable and stress-free as possible.
