We've written this policy in plain English so you can understand - none of that boring legal speak. Please find the section of our policy that relates to your circumstances.
Gift cards
eGift Cards (electronic gift cards) are fully refundable as long as they haven't been used in a purchase. As soon as an eGift Card has been used to book a flight or purchase one of our online items, it is fully non-refundable.
Physical (plastic) gift cards are non-refundable at any time.
We are still able to postpone or rearrange bookings at no additional cost as long as requests are received more than two hours in advance of your scheduled flight time. If you make a request to postpone or rearrange a booking within 2 hours of your scheduled flight time, UKFlightExperiences may (in our sole discretion) choose to charge a late rearrangement fee of up to £50.00 to cover costs incurred by us. If any late rearrangement fee is not settled in full within 14 days, your booking will be deemed cancelled and you will therefore not be entitled to any refund.
Flights booked without using a gift card
Flights booked without using a gift card are always fully refundable, for any reason, up until 2 hours before the scheduled flight time. Flights cancelled by your pilot (for example due to poor weather) are always fully refundable, even if cancelled within 2 hours of the scheduled flight time.
If you decide to cancel within 2 hours of your scheduled flight time, UKFlightExperiences may (in our sole discretion) choose to retain an amount of up to £50.00. This amount withheld is to cover the costs of using our website, service, booking system, transaction fees and aircraft reservation fees. The amount is retained by UKFlightExperiences and is not transferred to the pilot. We will refund to you the remainder of the balance paid.
If you decide to postpone or rearrange your flight within 2 hours of your scheduled flight time, UKFlightExperiences may (in our sole discretion) choose to charge a late rearrangement fee of up to £50.00 to cover costs for the same reasons specified above. If any late rearrangement fee is not settled in full within 14 days, your booking will be deemed cancelled and we will treat your booking as if you had cancelled within 2 hours of your scheduled flight time for the purposes of processing any refund.
If you are 30 minutes or more late for your scheduled flight time, the flight will be deemed cancelled and we will treat your booking as if you had cancelled within 2 hours of your scheduled flight time for the purposes of processing any refund.
If your booked flight has already departed the airfield on one of our sightseeing flights and a passenger decides that they wish to cancel and return early, we will calculate the amount that the flight should have cost for the revised flight time and refund you the difference. If the revised flight time is under our minimum flight duration of 1 hour, UKFlightExperiences may (in our sole discretion) choose to retain an amount of up to £50.00 in addition to the revised cost of the flight.
If your booked flight has already departed the airfield on one of our sightseeing flights and the pilot decides that the flight must be terminated for safety reasons (for example due to worsening weather), we will calculate the amount that the flight should have cost for the revised flight time and refund you the difference with no additional charges applied regardless of duration.
If your booked flight has already departed the airfield on one of our sightseeing flights and the pilot decides that the flight must be terminated due to a breach of our Terms of Service, we will treat your booking as though a passenger had decided to cancel and return early for the purposes of calculating any refund. In the event of any damages caused, UKFlightExperiences may (in our sole discretion) choose to retain the full amount paid.
If you are due any refund, you may opt to use that refund amount as credit towards a subsequent flight (or, if the credit is sufficient to pay for a flight over our minimum flight time of 1 hour, it can be used to arrange a new flight experience in its entirety).
Any refunds will be sent to the original payment method used when the service was purchased, and should be received in your account within 5 working days of us receiving a refund request.
Physical items
Items purchased online through our shop can be returned for any reason as long as you notify us that you're going to return it within 14 days of you receiving it. You then have an extra 14 days from that point to send it back to us. Refunds will be processed to the same payment method that was used at the time of purchase.
You are responsible for ensuring that the product reaches us safely and in the same condition that you received it in. You are responsible for any costs incurred (such as packaging and postage).
If the item returned to us has any additional damage or is missing anything, we may only offer a partial refund or no refund at all.
Items purchased in-person (for example at an airfield) are non-refundable. Please ensure you are happy with them before you pay.
Digital media
Digital media (e.g. a digital copy of any photograph or video) that we sell are fully non-refundable. If there's something you're not happy about, let us know and we might be able to fix it for you.