Refund Policy

1. Preamble

This refund policy supplements article 11 of our Terms & Conditions by setting out the practical arrangements (method, time frames, process) for a refund where one is granted. In the event of any discrepancy between this policy and the T&Cs on matters of substance (refundable cases, exceptions), the T&Cs prevail.

This policy applies to all services paid for online by bank card via our payment provider Stripe.

2. Cases giving rise to a refund

A refund, in full or in part depending on the case, is granted in the following situations:

• Cancellation on our part with no possibility of rescheduling (pilot unavailability, an equipment problem that cannot be resolved, permanent closure of a flying site). In this case, the customer is refunded the amount paid, after deduction of the services already provided.
• Unsafe weather conditions as judged by the pilot (excessive wind, insufficient visibility, turbulence, thunderstorms). The pilot's decision is final and takes precedence over the customer's wish to fly. The customer is offered rescheduling as a priority; failing agreement on a new date, a full refund is made.
• Duly justified force majeure on the customer's side (illness with a medical certificate, accident, bereavement, documented compelling reason). In accordance with article 11 of the T&Cs.
• Payment error (double charge, incorrect amount, payment made when the service is already fully paid). The refund is made as soon as the error is established.

3. Non-refundable cases

In accordance with article 11 of our T&Cs, the following do not give rise to a refund:

• Cancellation by the customer without a justified case of force majeure.
• The customer's failure to appear at the agreed place and time without prior notice.
• The customer's refusal to fly once on site, when the flying conditions are met and the pilot has confirmed the flight is safe. In this case, a credit note valid for 12 months may be offered, at the school's discretion.
• Date changes requested outside the 7-day deadline provided for in article 11 of the T&Cs (treated as a cancellation).
• Partial use of a service already begun (for example a course interrupted by the customer of their own accord).

4. Refund terms and time frames

Where a refund is granted, it is made:

• To the original means of payment only — that is, the bank card used for the initial payment, via our provider Stripe. No refund by cash, cheque, bank transfer or to another card is possible.
• For the amount corresponding to the service not provided (in full or in part depending on the case), with no charges withheld for the cases listed in article 2.

The refund time frame breaks down as follows:

The customer is informed by email at each stage of processing.

5. Gift vouchers

Gift vouchers are non-refundable. However:

• They are valid for 24 months from the date of purchase.
• They are freely transferable to a third party (the beneficiary may be different from the buyer).
• If you have difficulty using the voucher before it expires, contact us: we look into each case and generally offer an extension of validity or conversion to another equivalent service.
• In the event of definitive cancellation on our part (cessation of business, bankruptcy), unused gift vouchers are refunded in full.

6. Tandem flights

For tandem flights (booked via gypaete-parapente.ch, biplacechablais.ch, biplacegruyere.ch or biplaceneuchatel.ch):

• Cancellation by the customer is free of charge and gives rise to a full refund up to 7 days before the date of the flight (a date change is treated as a cancellation beyond this deadline, in accordance with article 11 of the T&Cs).
• Between 7 days and 24 hours before the flight, cancellation by the customer is refunded only in a justified case of force majeure, or if the place can be taken by another customer on the waiting list.
• In the event of unsafe weather conditions, the school offers rescheduling as a priority; failing agreement on a new date within 6 months, the customer is refunded in full.
• Any transport costs already incurred (shuttle, travel) are not refunded.

7. Courses and training programmes

Courses (initiation courses, licence, packages) are governed by the specific conditions of article 10 of the T&Cs and article 9 (12-month validity). In particular:

• A course that has been started is non-refundable, even in part.
• A course that has not been started may be refunded in a justified case of force majeure.
• Services must be used within 12 months of the invoice date. Beyond this period, a surcharge or a cancellation without refund may be applied.

8. How to request a refund

Please state the following in your request:

• Planned date of the service and location
• Customer's first name and surname
• Date of payment and amount paid
• Order number / reference if you have it (for example BON260503...)
• Reason for the request (cancellation, force majeure, weather, etc.)

We acknowledge receipt of every request within 24 working hours and indicate the expected processing time.

9. Disputes

In the event of disagreement over the application of this policy, the customer is invited to contact us directly before taking any other step. If no amicable agreement is reached, Swiss law applies and the place of jurisdiction is the registered office of Le Gypaète Parapente Sàrl, in Monthey (Valais).