Refund policy
Returns and Cancellations
Our online store offers both services and, where applicable, physical products. The right of return is determined by the product type. Aviation services are subject to separate cancellation terms. By purchasing a product, you agree to the airport’s Terms of Service. Terms of Service – PDF
Digital Products and Services (e.g., Landing Permits)
Landing permits and other digital services are delivered electronically and therefore are not eligible for returns once the permit has been granted or delivered to the customer.
By purchasing a digital product, you acknowledge that the service may be delivered immediately, in which case your statutory right of withdrawal under consumer protection legislation is waived.
If you need to make changes to a reservation (for example, rescheduling your arrival time), please contact our customer service as early as possible. We aim to provide flexible solutions whenever operational conditions allow.
Experiences and Bookable Services
Experience flights and other bookable services may be cancelled or rescheduled free of charge when the cancellation is made at least 48 hours before the scheduled time.
For cancellations made less than 48 hours prior to the scheduled service, we reserve the right to charge the full service fee.
If a service must be rescheduled or cancelled due to weather conditions, safety reasons, or operational restrictions, a new time will be offered at no additional cost.
Gift Cards
Gift cards are non-refundable. They are valid until the date indicated on the card and may be used for available services.
Physical Products
Physical products are subject to a 14-day return policy from the date of receipt, in accordance with EU consumer protection legislation.
Returned products must be:
- unused
- in their original condition
- in their original packaging
- accompanied by a receipt or proof of purchase
To initiate a return, please contact:
Returns will not be accepted without a prior return request.
Customers are responsible for return shipping costs unless the product is defective or incorrect.
Damages and Incorrect Deliveries
Please inspect your order upon receipt. If a product is defective, damaged, or incorrect, contact us immediately so we can resolve the issue promptly.
Exceptions to the Right of Return
The following items are not eligible for return:
- digital products and permits
- completed services
- gift cards
- personalized products
- hygiene products
- hazardous materials, flammable liquids, or gases
Refunds
You will be notified once your return has been received and processed. Approved refunds are typically issued to the original payment method within 5–10 business days.
Please note that processing times may vary depending on your bank or credit card provider.
If you have not received your refund within 15 business days of approval, please contact: