Frequently Asked Questions
Terms & Conditions
'Company' means Promhelis, where the context requires, its employees or agents. ‘Passenger’ and ‘guest’ means any person or persons on the flight. ‘Heli-flight’, ‘tour’ or ‘flight package’ dictates flight options with Promhelis.
No flight or tour will depart until Promhelis has received payment in full, unless prior agreement is made for payment terms, which are strictly 14 days from day of invoice. Please advise payment by email to firstname.lastname@example.org
Prices are in Australian dollars and inclusive of GST. All quotes expire within 30 days of the quotation date if not confirmed with full payment, excluding extreme third party price increases beyond our control. Credit card payments: Promhelis accepts cash, cheque, Visa and MasterCard. American Express and Diners Club is unavailable with Promhelis.
VARIATION OF PRICE:
Prices may vary and will be changed via the Promhelis website. These prices may be different to those as displayed by brochure or local visitor centres. 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 Promhelis. It is recommended that you check regularly to ensure that the latest amendments, if any, are brought to your attention.
Please provide accurate individual passenger weights during the booking process to ensure your safety. It is a Civil Aviation Safety Authority requirement that all passengers must be weighed before each flight. Helicopters operate with a balance of fuel weight and total passenger weight. Our pilots plan their day according to your provided passenger weights. If you do not provide an accurate weight and you are overweight, we may not be able to take you flying for everyone’s safety. Should a passenger misrepresent their weight when booking, any monies paid for that seat/flight may be forfeited.
There is a seat weight restriction of 109kg in the R22 helicopter.
The R44 and all other aircraft have an individual seat weight / baggage restriction of 136kg. (120kg front seat of certain models)
Please choose carefully. We do not 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. 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.
DATE CHANGES AND CANCELLATION FEES:
The following cancellation policies apply to bookings with Promhelis:
Cancellation by the company:
Any flight cancelled by Promhelis for any reason will not incur a cancellation charge and all endeavours will be made to re-schedule the flight to another time to suit the guest’s availability. Passengers may seek a refund from the original place of purchase or a credit can be made with Promhelis towards another flight within 6 months of original date of flight.
If purchased through an agent, please refer to the agent’s terms and conditions. Whilst every effort will be made to provide a booking, Promhelis retains the right to change, modify or cancel any arrangement or booking if circumstances outside of the company's control take effect.
Promhelis accepts no liability or responsibility if the actions have been caused by circumstances beyond its control, including but not limited to delays, interruptions or changes due to weather conditions, technical problems or other breakdowns in arrangements. Promhelis' total liability for ANY cancellation is limited only to the cost of the booking / helicopter flight paid for. Promhelis accepts no responsibility for other costs that may be incurred by the customer, including but not limited to, outside bookings, accommodation, travel or airfares. Date changes and cancellations are not permitted on special event and discounted tickets, unless otherwise stated.
Change of Mind:
Bookings cancelled in excess of 48 hours from scheduled flight will be subject to a 90% refund of total price paid. Bookings cancelled within 48 hours will be subject to a 50% refund of total price paid. Flights can be rescheduled up to 12 hours before the flight and will not incur additional costs.
Permitted if notified 7 days or more prior to flight. First change – nil fees, second and subsequent changes incur a $20 per person fee. Any difference in flight price is payable by the passengers.
Cancellation by the group:
All payments are final and non-refundable. However, passenger numbers may reduce by a maximum 10% up to 2 hours prior to flight, with the balance credited towards another flight within six months of the original date of booking.
No Show Policy:
A booking will be deemed invalid if either notice of cancellation is not received and confirmed at least 48 hours prior to the appointment time, or if the passenger(s) fail(s) to arrive at the nominated time and date. If the flight is booked through a third party, the third party will be contacted immediately in writing to advise of the no-show, and applicable charges will apply.
We understand that the unfortunate situation of guest illness does occasionally occur and all efforts will be made to reschedule the guest to an alternate day, subject to availability. However, if cancellation due to illness is made on the day of the tour and the guest is unable to reschedule to another time, no refund will be given. If the guest makes cancellation with more than 24 hours’ notice, no cancellation charge applies.
Unsuitable Weather Conditions:
The company will honour the cancellation of a flight due to weather if conditions are inappropriate, but if the flight can operate safely and the visibility is good, a 100% cancellation fee will apply. Flights will still operate in wet weather, as visibility may still be good. This is at the discretion of the pilot in command at all times. Bookings scheduled during wet weather will be rescheduled if appropriate at a more suitable time. In the interest of safety, all our flights operate weather depending. Flights will only be restricted when weather conditions such as low cloud, fog, gusty winds or electrical storms are present in the area of the flight path. Promhelis reserves the right to modify flight plans due to weather conditions or other operational considerations. Where possible, these flight variations will be relayed to the passengers before or during the flight.
The Company Reserves The Right To:
Substitute any other helicopter other than the one designated for the helicopter (including a helicopter not owned by the company), provided that the substituted helicopter is of a similar type and includes similar facilities to the helicopter named in the flight details;
Cancel or abandon the flight either before or during the flight, if the company or pilot in command considers, in their sole and absolute discretion, that the cancellation is necessary for reasons of weather or in the interest of the safety and well-being of the helicopter, its passengers and crew, and the company will not be liable for any loss or expense incurred by the passenger caused by such substitution or cancellation.
To The Extent Permitted By Law:
The company, its related entities, employees and agents shall not be liable for any claims, losses, damages, injuries, costs and expenses suffered, sustained or incurred (including, but not limited to, indirect or consequential) as a result of, or arising out of, or in any way connected with the flight. The passenger releases the company for any claim whatsoever and howsoever incurred, including, but not limited to, a claim for death, bodily injury, damage or loss of property during embarkation and/or disembarkation to or from the helicopter and/or at all times whilst on board the helicopter itself, unless caused by wilful misconduct or reckless disregard of the company. In the event of breach of any of these terms by the company, or a failure in whole or in part to provide any service that the company contracted to provide (either expressly or by implication), the remedy for any such breach of any term shall be limited only to the contractual value of the performance of service or obligation that was not performed by the company, or alternatively part value of the service where there was partial performance of the service or obligation by the company. Any liability shall be assessed by the company’s own value of the service and/or obligation or part thereof that is the subject of any claim.
Are non-transferable and non-refundable and will not be replaced if lost. Treat the gift certificates like cash. Defaced, mutilated, altered or stolen vouchers will not be replaced, refunded or redeemed. A gift voucher will also be deemed void if notice of cancellation is not received at least 48 hours prior to the appointment time, or the holder of the voucher fails to arrive at the booked time. Gift certificates are strictly valid for 12 months only from date of purchase. Certificates to be redeemed beyond expiry date will incur additional charges. Gift certificates are created for one person use only. Minimum numbers apply for the redemption of gift certificates.
Bookings are essential to redeem your certificate. The certificate number must be mentioned while making a booking. Bookings must be made directly through Promhelis. Certificates cannot be used in conjunction with any other special offer and are subject to availability and prior booking. Unused or expired amounts cannot be refunded or credited for any other flight or service. Arrangements and expenses for travel to and from the helicopter and for activities or services not normally included in the flight fare are your own responsibility and at your own expense.
If the preferred flight type is unavailable, the purchase price of the voucher can be used towards another flight of your choice. The fees apply to all changes and reissued certificates. Unused or expired flight vouchers cannot be extended, refunded, exchanged or redeemed for cash under any circumstances.
Whilst all care is taken, no responsibility/liability whatsoever is borne or accepted by the company for any other operator that is included, for any reason, as part of a package, conference or meeting. The passenger agrees that any independent contractors with whom the company so contracts, provide their services subject to their usual terms and conditions.
The following passenger Information is required prior to all flights: • Preferred date of helicopter flight. • Passenger/s' full names, contact email address and phone numbers • Passenger/s' accurate weight • Any special request or requirements • Intended payment method — credit card details, cash, voucher.
The Passenger Acknowledges That:
During the flight all will be and remain under the absolute control of the company and that the direction and control of the helicopter and its crew is at all times the sole responsibility of the pilot on command. The pilot in command reserves the right to refuse entry of a passenger onto the helicopter and to require a passenger to disembark the helicopter at the pilot’s sole discretion. The passenger acknowledges that the pilot in command has the sole and absolute discretion to vary the scheduled route or destination of the flight if, for any reason, it is deemed necessary for the safety and welfare of the helicopter, crew and its passengers. Full payment prior to bookings represent flight confirmation and indicate the acknowledgement that all passengers have read, understood and agreed to the terms and conditions of sale or carriage by Promhelis or their appointed representative or agent. This paragraph is fundamental to Promhelis accepting payment to confirm the booking, heli-flight or gift voucher.
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, one infant may travel free of charge, as long as the infant is seated on a parent's or guardian’s knee. There is one seat belt extension available for this situation.
Promhelis welcomes and actively encourages disabled passengers. Unfortunately, due to some safety regulations or logistical issues, this may not always be possible. Promhelis will at all times endeavour to accommodate all passengers. Please contact us and discuss options with our staff beforehand if you think there may be issues relating to any disabled passengers and, wherever possible, Promhelis will find a solution to address the needs of these person/s. The pilot in command will make the final decisions on whether a passenger will be able to fly, considering each individual case and any related safety issue.
Refusal to Carry:
Promhelis reserves the right to refuse the carriage of any passengers/persons who we believe to be intoxicated, drug affected or abusive. This policy is for the safety and comfort of the passenger concerned, other passengers, Promhelis staff and company aircraft. The company’s decision is final on any passenger/person carriage in our company aircraft.
Use of Visual Media:
Unless otherwise stated in writing, all passengers agree to the use and marketing of all video and still images captured by Promhelis and its subsidiaries.
The company shall not be responsible or liable for any loss, damage or inconvenience caused in the handling of the passengers' equipment, property or luggage, including as a result of negligence.
Baggage Allowance for Scenic Flights:
Passengers are allowed to board scenic flights with basic hand luggage under the strict supervision of the pilot in command. Items including sharp implements, weapons and flammable materials including matches, lighters etc are explicitly banned from carriage. Mobile phones, cameras and video equipment are allowed, subject to the pilot’s approval. In all cases the company, its 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 Charter Flights:
Baggage allowance is 5kg 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 its capacity. It is advised that passengers should use soft bags for luggage, as some models of helicopters are unable to fit rigid suitcases.
Scenic flights listed on our website or brochures are conducted at the standard cruise speed of the Robinson Helicopter +/- 15kts Indicated. These flights are based on a dedicated flight path and priced per person for the distance planned. There is no deviation to these flights unless discussed and approved by management. Scenic flights cannot be used for the purpose of aerial work such as photography due to the constant cruise speed of the aircraft. Air work and charter flights are priced per engine hour, which will be quoted as a fixed price or on an hourly rate.
Acceptance of Terms:
The passenger acknowledges having read all the above terms and conditions and agrees to be bound thereby.
We reserve the right to change any terms contained in these 'Terms and Conditions' at any time. Changes to 'Terms and Conditions' will be available on the Promhelis website.
Current as of 01-Nov-2016