General Terms
A reservation is only confirmed once full payment has been received and a formal confirmation has been issued by Volcano Heli. The lead traveller is responsible for the reservation and all associated payments for their party. All cancellation or amendment requests must be submitted in writing via email by the lead traveller and are only valid once confirmed by Volcano Heli.
Weather & Operational Cancellations
If Volcano Heli must cancel a flight due to weather, safety, airspace restrictions, or other operational requirements, we will first offer to reschedule subject to availability. If rescheduling is not possible, a 100% refund will be issued.
Client-Requested Cancellations
- Tours under 3 hours duration:
- 14+ days notice: 100% refund.
- 7–14 days notice: 90% refund.
- 48 hours – 7 days notice: 50% refund.
- Less than 48 hours notice: No refund.
- Tours over 3 hours duration:
- 14+ days notice: 100% refund.
- 7–14 days notice: 75% refund.
- 72 hours – 7 days notice: 50% refund.
- Less than 72 hours notice: No refund.
Rescheduling Policy
- Requests: Guests may request to reschedule up to 48 hours before departure, subject to availability.
- Within 48 Hours: Requests made within 48 hours of departure cannot be guaranteed.
- Original Date Rule: If a booking is rescheduled and subsequently cancelled by the client, the refund eligibility is determined by the original booking date, not the new date.
Delayed Payments
Volcano Heli reserves the right to treat unpaid bookings as cancelled if payment is not received within 3 days of instructions. For customised tours, any deposit paid is non-refundable if the booking is subsequently cancelled due to non-payment.