Refund policy

Refunds and cancellations

Refunds are only available within 14 days of purchase. After 14 days, vouchers are non-refundable, whether or not a session has been booked. They stay valid for 24 months from the date of purchase, so there's plenty of time to book your session.

Within the 14 days, which start the day after you place your order:

• If no session has been booked yet, you can cancel your voucher for a refund.
• If a session has been booked, you can still cancel for a refund as long as you tell us at least 24 hours before your session starts. With less than 24 hours' notice, the rebooking fee below applies instead of a refund.
• Once your session has taken place, it can't be cancelled or refunded.
• Personalised Boarding Pass: it's printed with the name you give us, so once we've made or sent it, the £10 boarding pass add-on can't be refunded. We'll refund everything else. If you chose both extras, we'll keep £10 and refund the rest, including the video. If we haven't made your boarding pass yet, you'll get the full amount back.

To cancel, email hello@theflightexperience.co.uk with your order number within the 14 days. You don't need to give a reason. Cancellations need to come from the person who placed the order. We'll refund to the original payment method within 14 days of hearing from you, and the voucher can no longer be used after that.

Moving or cancelling a booked session: you can reschedule or cancel your session free of charge up to 24 hours before it starts, using the link in your booking confirmation email (or by emailing hello@theflightexperience.co.uk). With less than 24 hours' notice, or if whoever's flying doesn't arrive, a rebooking fee of £25 applies (£50 for the Airline Pilot Ultimate Experience, £75 per half day for Group Bookings). This applies within the 14 days too. Within 30 days of the missed or late-cancelled session, either pay the rebooking fee using the payment link we email you, or book a new date and pay the fee on the day (your rebooked session goes ahead once the fee is paid). You can still do this if your voucher's expiry date passes during those 30 days. If neither happens within 30 days, the session is treated as a no-show and the voucher is used up.

If we need to cancel: if we ever have to cancel your session, you can choose another date or a full refund.

Vouchers bought from our partners (such as Groupon, Wowcher or Buyagift): refunds, validity and extensions are handled by the partner under their terms. Our rebooking fees and no-show rule for late cancellations still apply to sessions booked with us.

Full details are in our Terms of Service.