Refunds & Cancellations

At Aerialborne, we understand that operational changes and scheduling conflicts can occur. To maintain fairness for both customers and certified drone operators, this policy outlines how cancellations and refund requests are handled.

Please read carefully before booking or accepting any project on the platform.

1. General Principles

• All refund requests are reviewed case-by-case.
• We aim to resolve disputes impartially and professionally.
• Full or partial refunds may be issued depending on project status, timeline, and terms agreed between both parties.
• Aerialborne acts as a neutral facilitator; final discretion lies with our dispute resolution team.

2. Customer-Initiated Cancellations

a. Before Operator Confirmation

• ✅ Full refund issued automatically
• No cancellation fees apply

b. After Operator Confirmation but Before Execution Begins

• ❗ Partial refund (platform and scheduling fees may be deducted)
• Operator compensation for lost opportunity may apply

c. After Execution Has Begun (Operator Dispatched or In-Flight)

• ❌ No refund unless:
  • Operator fails to complete the agreed scope
  • Safety concerns or technical failures beyond customer's control

3. Operator-Initiated Cancellations

Operators are expected to honor all confirmed bookings. If cancellation is necessary:

• Must notify customer and platform at least 24 hours in advance
• Aerialborne may attempt to reassign the project
• ✅ Full refund will be issued to the customer
• Operator performance rating may be affected

4. Weather or Regulatory Interruptions

We operate in a field subject to environmental and regulatory constraints. In such cases:

• If flight cannot proceed due to unsafe weather or DGCA airspace restrictions:
  • The project may be rescheduled at no additional cost
  • If rescheduling is not possible, ✅ full refund may be issued
• Platform fees are waived in these cases

5. Service Quality and Disputes

If you are not satisfied with the quality or completeness of service:

• Contact Aerialborne Support within 48 hours of project completion
• Provide documentation: project brief, images delivered, correspondence
• We may request feedback from both parties

Resolution options include:

• Partial refund
• Redo of work (if operator agrees)
• Platform mediation and final arbitration

6. Non-Refundable Items

Refunds will not be granted for:

• Projects completed as per agreement, but not subjectively meeting personal preferences
• Cancellations after deliverables have been submitted
• Customer unavailability or access issues at the site
• Any direct agreements made outside the Aerialborne platform

7. Refund Process and Timelines

• Refunds are issued via the original payment method
• Processing may take 5–7 business days after approval
• You will receive email confirmation once initiated

8. Contact for Refund Requests

9. Policy Updates

We may revise this policy as needed. Updates will be communicated via email or in-platform notices. The latest version will always apply to new bookings and disputes.