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Refund & Booking Policy

Effective Date: 10th May 2025
Business Name: HoverHawk Drone Services
ABN: 50 249 741 787

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1. Overview

At HoverHawk, we are committed to providing high-quality, professional drone services. This policy outlines your rights under the Australian Consumer Law (ACL) and explains how we handle cancellations, refunds, and rescheduling of drone service bookings.

 

2. Australian Consumer Law (ACL)

Under the ACL, you are entitled to a refund or remedy if a service we provide has a major problem, including if it:

  • Is substantially unfit for purpose and cannot be fixed within a reasonable time,

  • Does not meet the specific result or quality you were led to expect,

  • Is unsafe.

For minor problems, we will seek to rectify the issue within a reasonable time. If it cannot be resolved, you may be entitled to a partial refund or credit.

 

3. Booking Fees

All service bookings require a non-refundable booking fee of 25% of the total service fee to secure the date and allocate resources.

  • This fee covers administrative costs, scheduling, and initial planning.

  • The booking fee is deducted from the final invoice total.

  • The booking is only confirmed once the fee is received.

 

4. Cancellations & Rescheduling

Client Cancellations:

  • Cancellations made more than 72 hours prior to the scheduled service can be rescheduled once, and the booking fee will be transferred.

  • Cancellations made within 72 hours of the scheduled service will forfeit the booking fee.

  • No-shows or cancellations within 24 hours may incur an additional fee of $250 to cover time and travel costs.

Business-Initiated Cancellations:

  • If we must cancel or reschedule due to weather, equipment failure, or safety issues, we will offer you a full refund or reschedule at no additional cost.

 

5. Refunds for Services Rendered

Refunds are generally not provided once the service has been delivered, unless:

  • The work is significantly different from what was agreed upon,

  • The deliverables are unusable due to our error or failure to meet professional standards.

If there is an issue, please contact us within 7 days of service delivery. We may:

  • Offer a partial refund,

  • Rectify or re-deliver the service at no charge.

 

6. Client Responsibilities

Clients must:

  • Ensure all necessary permissions are in place for us to fly (e.g., property access, council approvals),

  • Provide accurate information about the service site,

  • Be present (if required) at the agreed time.

Failure to comply may result in service delays or cancellation without refund.

 

7. Force Majeure

We are not liable for delays or cancellations due to circumstances beyond our control (e.g., extreme weather, airspace restrictions, technical failure). In such cases, we will work with you to reschedule or provide a refund of the service fee (excluding the booking fee).

 

8. Contact Us

For refunds, cancellations, or questions about this policy:

Email: TristanD@HoverHawk.com.au
Phone: 0483 211 000
Business Address: Beaudesert, QLD 4285

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