Refund policy

Refunds & Returns Policy

Cloudbase Paragliding Australia is committed to providing quality equipment, professional training and reliable services. We want customers to purchase and book with confidence, while maintaining fair and transparent policies that reflect the specialised nature of our products and activities.

This policy applies to products and services purchased or booked through Cloudbase Paragliding Australia. It should be read together with our Terms of Service and any additional conditions disclosed for a particular product, course, flight, tour or booking.

1. Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If a product or service fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation, compensation or another remedy, depending on the circumstances.

For a major failure with goods, you may generally choose a refund or replacement. For a minor failure, we may be entitled to resolve the problem through a repair within a reasonable time.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian law.

2. Change-of-Mind Returns

Cloudbase is not required to provide a refund or exchange simply because a customer:

Changes their mind after purchasing.
Selects the wrong product, size, colour or specification.
Finds the same product at a lower price elsewhere.
Decides they no longer require the product.

We understand that circumstances change and may consider voluntary returns or exchanges on a case-by-case basis.

Where Cloudbase agrees to accept a change-of-mind return, reasonable conditions may apply, including that the product is:

Unused and undamaged.
Complete, including supplied accessories and documentation.
In its original packaging where applicable.
In a condition suitable for resale.

Approval of a discretionary return or exchange remains subject to agreement with Cloudbase.

These conditions do not restrict your rights where a product fails to meet a consumer guarantee.

3. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been fulfilled, please contact us as soon as possible.

For cancellations requested purely because of a change of mind, Cloudbase may apply a $10 administration/restocking fee per order, where lawful and disclosed.

This fee does not apply where you are exercising a right or remedy under the Australian Consumer Law.

If an order has already been dispatched, any voluntary return will be considered under the change-of-mind provisions above.

4. Special-Order and Manufacturer-Ordered Equipment

Some of our paragliding and parakiting equipment is ordered specifically for individual customers, sourced from overseas manufacturers or allocated from incoming shipments.

Special-order, customised or manufacturer-ordered equipment may be subject to additional cancellation restrictions where Cloudbase has already incurred non-recoverable commitments.

Any applicable restrictions will be disclosed before or at the time the relevant order is accepted.

A change-of-mind cancellation or return of these products may not be available once the relevant commitments have been made.

These restrictions do not affect your rights under the Australian Consumer Law, including where equipment is faulty, unsafe, incorrectly described or otherwise fails to meet an applicable consumer guarantee.

5. Faulty, Damaged or Incorrect Products

If you believe a product is faulty, has arrived damaged, is incorrect or does not match its description, please contact Cloudbase.

We will assess the issue and work with you to determine an appropriate resolution.

Depending on the circumstances and your rights under Australian Consumer Law, this may include:

Repairing the product.
Replacing the product.
Providing a full or partial refund where appropriate.
Arranging another remedy required by law.

Manufacturer warranties may provide additional protection but do not replace or limit your statutory consumer rights. You may contact Cloudbase directly regarding products purchased from us.

There is no fixed time limit in this policy restricting your statutory consumer guarantee rights.

For safety-critical aviation equipment, please discontinue use if you suspect a defect or safety concern until the matter has been appropriately assessed.

6. How to Request a Return, Exchange or Refund

To request assistance with a return, exchange or refund, please contact us using the details below.

Where available, please include:

Your name and order number.
The product or service concerned.
A brief explanation of the issue or request.
Photographs or supporting information where relevant.

For physical products, we will advise the appropriate return arrangements and any applicable conditions.

Please contact us before arranging return shipment so we can discuss appropriate packaging, handling and transport, particularly for sensitive or safety-critical equipment.

For discretionary returns, return shipping arrangements and any associated costs will be explained before the return is agreed.

Where a return is required because a product fails to meet a consumer guarantee, reasonable return costs will be handled in accordance with Australian Consumer Law.

7. Refund Processing

Where a refund is approved or required by law, Cloudbase will arrange payment within a reasonable time.

Refunds will ordinarily be returned using the original payment method where practicable, unless another lawful arrangement is agreed.

The time taken for funds to appear in your account may depend on your bank or payment provider.

Where a return requires inspection, we will communicate the assessment outcome and applicable remedy.

If Cloudbase cancels an order after payment has been received, we will refund the applicable amount unless another lawful arrangement has been agreed.

If we are unable to supply an ordered product, we will contact you to discuss the available options, which may include an alternative product, revised delivery arrangements or a refund.

8. Gift Cards and Gift Vouchers

Purchased Cloudbase gift cards and vouchers are generally valid for 36 months from the date of purchase, unless a different lawful validity period is expressly stated.

Gift cards and vouchers are not ordinarily refundable for change of mind and cannot be redeemed for cash except where required by law.

Where a gift voucher relates to a training course, tandem flight or another activity, the relevant booking, weather, safety and participation conditions also apply.

These provisions do not restrict any rights available under Australian Consumer Law.

9. Paragliding Training and Pilot Development

Paragliding training is inherently dependent on weather, safety, student progression and operational conditions.

Unless otherwise specified for a particular course or booking, purchased training and tuition credit should be completed within 12 months of purchase or commencement.

Where Cloudbase determines that weather or operational conditions are unsuitable for training, reasonable arrangements will be made for the remaining training in accordance with the applicable course structure and availability.

Training cancellations

Unless different terms are disclosed for a particular booking, at least 7 days' notice is required to cancel or reschedule an Australian training booking for reasons within the participant's control.

A late cancellation may result in the loss of the training day or credit allocated to that booking.

Where training cannot be completed because of weather or circumstances outside the participant's control, arrangements for completing the outstanding training will be subject to the applicable course terms, scheduled courses and reasonable operational availability.

Payment of a course fee does not guarantee a particular rating, endorsement or training outcome.

All training cancellation conditions operate subject to rights available under Australian Consumer Law.

10. Tandem Paragliding Flights

Tandem flights are dependent on suitable weather, site conditions and safety considerations.

Cloudbase may change or cancel a scheduled flight where conditions are unsuitable or participation cannot safely proceed.

Where Cloudbase cancels a flight because conditions are unsuitable, the booking will normally be rescheduled or otherwise managed according to the applicable booking or voucher conditions.

Booking a tandem flight does not guarantee that a flight will proceed on a particular date.

Any entitlement to a refund, credit or alternative arrangement will be determined by the applicable booking conditions and Australian Consumer Law.

11. International Paragliding Tours

International tours require substantial advance planning, accommodation reservations, local service providers and other financial commitments.

Tour fees, accommodation charges and reservation payments may be charged separately and may have different cancellation conditions.

Tour and accommodation cancellation fees

Unless different terms are expressly disclosed for a specific tour, cancellation fees for overseas tour and hotel invoices are calculated according to the notice provided before arrival or tour commencement, whichever occurs first.

Notice before commencement	Cancellation fee
56 days or more	0%
31–55 days	25%
15–30 days	50%
14 days or less	100%

Where a specific tour booking confirmation or invoice contains a different cancellation schedule, that schedule applies to the relevant booking, subject to applicable law.

$150 overseas tour reservation payment

The separate $150 overseas tour reservation payment is subject to the following cancellation schedule:

Notice before commencement	Cancellation fee
71 days or more	0%
70 days or less	100%

These cancellation fees apply only to the extent permitted by law and do not exclude any statutory rights or remedies. Any fee or retained amount must also comply with applicable laws concerning fair contract terms and cancellation charges.

Tour changes or cancellations by Cloudbase

Cloudbase may alter or cancel a tour where weather, safety, natural disasters, volcanic activity, government restrictions, political instability or other significant circumstances make the planned operation unsafe or impracticable.

Any applicable refund or credit will be determined in accordance with Australian law, the relevant booking conditions and recoverable third-party supplier commitments.

We strongly recommend obtaining appropriate travel insurance when booking an overseas tour, including cancellation, medical and paragliding activity cover.

12. Additional Booking and Service Conditions

Certain products, training courses, demonstrations, tours and other services may be subject to additional conditions disclosed at the time of purchase or booking.

Where these conditions apply, they form part of the relevant purchase or booking agreement.

Nothing in those additional conditions or this Refunds & Returns Policy limits any right or remedy that cannot lawfully be excluded.