Cancellation Policy

1. General Policy

All sightseeing flights are subject to aircraft availability, suitable weather conditions, operational requirements, air traffic restrictions, and regulatory permissions. Safety is our highest priority, and the final decision on whether a flight can operate rests with the pilot-in-command and the company. By making a booking, customers accept the terms of this cancellation policy.

2. Customer Cancellations

Customers may cancel or amend their booking by contacting us in writing by email. The following cancellation charges apply:

Customers are responsible for arriving at the designated meeting point at the time stated in their booking confirmation. Late arrival may result in the flight being missed, and no refund will be due.

3. Customer Amendments

Requests to change the date, time, passenger names, or flight package are subject to availability.

Amendments requested more than 7 days before the scheduled flight will normally be accommodated without charge where possible.

Amendments requested less than 7 days before the scheduled flight may be treated as a cancellation and rebooking, at the company’s discretion.

4. Weather and Operational Cancellations

Helicopter sightseeing flights are weather-dependent. Flights may be cancelled, delayed, shortened, or rescheduled due to:

• Poor visibility, low cloud, strong winds, or adverse weather conditions
• Air traffic restrictions over London
• Aircraft serviceability or maintenance requirements
• Pilot duty time limitations
• Security, emergency, police, military, or regulatory restrictions
• Any other safety or operational reason beyond the company’s control

Where the company cancels a flight for weather, safety, or operational reasons, customers will be offered either:

• A rescheduled flight on an alternative date, subject to availability; or
• A credit voucher valid for 12 months from the original flight date.

Refunds will not normally be issued where the company is able to offer a reasonable alternative date or valid credit voucher, unless required by applicable law.

5. Shortened Flights

Flight routes and durations are approximate and may vary due to air traffic control instructions, weather, safety considerations, or operational restrictions.

Where a flight is shortened or the route is amended for safety or air traffic reasons, this will not automatically entitle customers to a refund, provided that a reasonable sightseeing flight has been completed.

6. Passenger Suitability and Refusal of Carriage

The company reserves the right to refuse carriage to any passenger where, in its reasonable opinion, carriage may affect the safety, comfort, or enjoyment of the flight. This includes but is not limited to passengers who:

• Arrive under the influence of alcohol or drugs
• Behave in a disruptive, abusive, or unsafe manner
• Fail to comply with staff or pilot instructions
• Do not meet declared weight, mobility, or medical requirements
• Fail to provide required identification or booking confirmation

Where carriage is refused for any of the above reasons, no refund will be due.

7. Passenger Weight and Seating

Accurate passenger weights must be provided at the time of booking or before the flight when requested. Helicopter flights are subject to strict weight and balance limitations.

If a passenger’s actual weight differs materially from the weight provided and the company is unable to safely accommodate the passenger or group, the booking may be cancelled or amended. In such cases, no refund will be due where inaccurate information was provided.

8. Gift Vouchers

Gift vouchers are valid until the expiry date stated on the voucher. Flights must be booked and completed before the voucher expiry date unless otherwise agreed in writing.

Expired vouchers are non-refundable.

Voucher bookings are subject to availability, weather, operational conditions, and this cancellation policy.

9. Third-Party Bookings

Where a booking has been made through a third-party agent, voucher provider, hotel, concierge, or experience platform, any refund request must be made directly to the original point of purchase.

The company may assist with rescheduling where possible, but refund terms will be governed by the third party’s own terms and conditions.

10. Events Beyond Our Control

The company shall not be liable for cancellations, delays, or changes caused by events beyond its reasonable control, including but not limited to severe weather, airspace closures, airport restrictions, security incidents, public events, industrial action, pandemics, government restrictions, or emergency services activity.

In such cases, the company will make reasonable efforts to reschedule the flight or provide a credit voucher.

11. Refund Processing

Where a refund is approved, it will be made to the original payment method used at the time of booking. Refunds may take up to 10 working days to appear, depending on the customer’s bank or card provider.

Booking fees, card processing fees, and third-party charges may be non-refundable where permitted by law.

12. Insurance and Travel Arrangements

Customers are responsible for their own travel arrangements to and from the departure location. The company is not responsible for travel, accommodation, parking, or other incidental costs incurred as a result of cancellation, delay, or rescheduling.

Customers are advised to consider appropriate travel insurance where relevant.

13. Contact

To cancel, amend, or discuss a booking, customers should contact tours@helilondon.com.