Terms & Conditions

Introduction.

AviAssist Pty Ltd regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all AviAssist Pty Ltd users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact the Aviassist team on 1300 359 772.

Collection of Information

In order to use the AviAssist Pty Ltd website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by AviAssist Pty Ltd is collected via correspondence from you or your company. This may be via the telephone, email, mail, fax or directly through our website.

Use of collection information

Any details collected from AviAssist Pty Ltd customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of collected information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at team@aviassist.com.au

Access to collected information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at team@aviassist.com.au

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date etc).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

AviAssist Pty Ltd uses personally identifiable information for essential communications, such as Emails, accounts information and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at team@aviassist.com.au.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

AviAssist Pty Ltd may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

AviAssist Pty Ltd does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the AviAssist Pty Ltd site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of aviassist.com.au

Changes to Privacy policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Aviassist Pty Ltd security policy

AviAssist Pty Ltd uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

– Payments are fully automated with an immediate response.

– Your complete credit card number cannot be viewed by AviAssist Pty Ltd or any outside party.

– All transactions are performed under 128 Bit SSL Certificate.

– All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.

– eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by AviAssist Pty Ltd.

For more information about eWAY and online credit card payments, please visit eway.io/nz

Physical goods.

• Order confirmation: The client will receive an email confirmation from eWAY containing order details (if an email address address is provided).
• Processing time: Aviassist will send your goods within 2 business days using the postage requirements purchased at the time of ordering; however, if goods are unavailable delivery may take a little longer.
• Shipping Delays: We’ll notify you promptly if your order encounters any delays.
• Delivery Enquiries: If you wish to query a delivery, please contact us at support@aviassist.com.au.

Digital Delivery.

• Order confirmation: The client will receive an email confirmation from eWAY containing order details (if an email address is provided).
• Delivery timeframe: Delivery will be within the previously arranged or advertised time-frame.
• Download enquiries: If you wish to query a digital delivery, please contact us at support@aviassist.com.au.

• Payment is due within 7 calendar days of the invoice date (this applies to goods and services provided by Aviassist), unless it is advised at time of booking that a purchase order will be provided. See “purchase orders” in payment terms.
• If course starts within 7 calendar days of registering a student, full payment is required at the time of booking (credit card over the phone or online payment).
• If payment is not received by the due date, course registration will be cancelled, and student will be notified by email provided at time of booking.

Purchase Orders:

• If a purchase order is being issued, it must be sent to accounts@aviassist.com.au within 5 calendar days of course registration.
• If a purchase order is not received or payment is not made as per the invoice terms, course registration will be cancelled, and student will be notified by email.

Tax Invoice Reminders:

• Students will receive reminder emails for upcoming invoice payments via Xero 5 days and 1 day before the due date. Reminder email are sent to the email address provided at the time of booking.

The below outlines the terms and conditions for returns, refunds, cancellations, course transfers, and payments for goods and training courses offered by AviAssist Pty Ltd.

Returns (Goods)

• As per the department of fair trading if goods are deemed to have a major problem, a repair, replacement or refund will be offered.
• Please email us at support@aviassist.com.au if you are not satisfied with your purchase so that we can resolve any problems.
• This refund policy does not apply to goods which have been damaged, dropped or broken after delivery, or if any attempt has been made to alter the product.
• All returns must be in their original condition, with original packaging and postage prepaid by the consumer. We recommend that you return the product via Registered post with insurance & signature on delivery. The consumer assumes any risk of lost, theft or damaged goods during transit. AviAssist Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.

Refunds & Credits (Training Courses)

Refunds or credits for training courses (both face-to-face and online) will be considered on a case-by-case basis for exceptional circumstances, such as a documented medical emergency. Once a course starts, no refunds are available.

Credit Policy:

• Credits cannot be redeemed for cash.
• Credits cannot be transferred to another client or company name without written permission from the credit holder.
• Credits are valid for 12 months from the issue date and become void afterward.

Course transfers

Students can transfer their course booking to another date free of charge up to 5 calendar days before the original course date. To transfer or reschedule, email support@aviassist.com.au. A $99 change fee applies if you transfer your course within 5 days of the original course date.

Course cancellations

A $495 cancellation fee applies if a registered student cancels course registration within 5 calendar days of the course commencement date. To cancel your registration, call 1300 359 772 or email support@aviassist.com.au.

Course no-show

If a registered student does not attend their scheduled course (no-show), the full course fee will be charged. As the seat cannot be offered to another student, the full fee is owed.

Course Enrolment Emails/Reminders

• Students will receive reminder emails before the course starts:
  • Initial enrolment email upon booking.
  • Reminder email one week before the course.
  • Emails are sent to the email address provided at the time of booking

REMEDIAL (PRACTICAL) TRAINING – ADDITIONAL TRAINING & COMPETENCIES 

Aviassist allocate 5 hours of practical flight experience to ensure adequate training. However, if required competencies aren’t achieved within this allocated time, additional training may be necessary.

Free Remedial Training:

• Students are eligible for one free 2-day remedial training session at our standard locations (subject to availability).
• Important: The two days of remedial training must be taken in consecutive days, not available to be split across separate weeks.
• Subsequent Remedial Training: If a student requires further remedial training after the free session, students incur a full fee of $1345.00 per additional session.
• Validity: Re-bookings are available for up to 12 months. Should a student not complete their training within 12 months, they are required to return for the full course and the full course fee will be charged.
• Full Course Re-enrollment: If a student doesn’t complete training within 12 months, they’ll need to re-enroll in the full course at the full course fee.

Remedial Training Scheduling:

• While we anticipate remedial training to proceed as planned, availability cannot be guaranteed.
• Students can transfer remedial training bookings up to 5 days before the course commencement date without a fee.
• Within 5 days of the course commencement date, a $99 change/transfer fee applies.

Cancellation Policy:

• If a registered student cancels their remedial training within 5 days of the course commencement date they’ll forfeit the free training and incur the full re-sit fee the next time they book the 2 day remedial training.
• Exceptions: We’ll review cancellations on a case-by-case basis, considering extenuating circumstances like illness (with a doctor’s certificate).

No-Show Policy

• If a registered student does not attend their scheduled course (no-show), their free remedial training will be forfeited and the student will incur the full re-sit fee upon re-booking.

Flight Scheduling:

• Flying is typically scheduled for Wednesday and Thursday, but this may vary due to weather conditions. Aviassist reserve the right to move flying days based on weather conditions. Students will be notified via email and text should their training days be moved on the week of their training occurring.

Course Reminders:

• Students will receive reminder emails before their course starts, sent to the email address provided during booking.

THEORY EXAM & THEORY EXAM RE-SIT

Number of Re-sits Allowed:

CASA regulations allow up to three attempts at the theory exam before requiring a full course re-enrollment.

Free Remedial Support:

Aviassist offers the following free resources to help you pass the exam:

• Free Exam Re-sits: Retake the exam at our standard locations around Australia (subject to availability). These are typically held on Fridays. Bookings are essential (call 1300 359 772 or email team@aviassist.com.au).
• 1x Free Theory Revision Session: Attend a theory revision session to refresh your knowledge. Sessions usually occur on Mondays and Tuesdays of scheduled courses (bookings required). Free Theory revision must be used before your 3rd exam attempt or the free theory revision is forfeited.

Full Course Re-enrollment:

• If a student fails their theory exam after three attempts, they’ll need to re-enroll in the entire course (CASA regulation).
• This re-enrollment fee includes theory lessons, exam revision, and the final exam ($1,345.00).
• Re-bookings are available for up to 12 months. Should a student not complete their training within 12 months, they are required to return for the full course and the full course fee will be charged.

Scheduling of remedial theory & exams:

• While we anticipate remedial sessions to proceed as planned, availability cannot be guaranteed.
• Theory lessons are typically held Mondays and Tuesdays.
• Exam revisions and exams are usually on Fridays.
• Weather conditions may require adjustments to this schedule.

REMOTE PILOT LICENCE UPGRADES

Remedial Training Booking and Cancellation:

• Once remedial training has been booked it can be transferred to another date free of charge, up to five (5) calendar days from course commencement at no cost. Should remedial training be transferred within 5 calendar days of course commencement a $99 change fee applies.
• Cancellations within five (5) calendar days of the course or students not showing up to booked class will result in the loss of the free return. All future remedial training bookings will be charged at the full current upgrade price.
• Conditions will be reviewed in extenuating circumstances such as illness (doctor’s certificate required).
• Re-bookings are available for up to 12 months. Should a student not complete their training within 12 months, they are required to return for the full course and the full course fee will be charged.
• Reminder emails for all course bookings are issued prior to course commencement to the email address provided at the time of booking

Flight Experience:

• Students attending a Remote Pilot Licence upgrade course must have at least 5 hours of flight experience.
• Proof of this experience (minimum 5 hours) needs to be emailed to support@aviassist.com.au 5 days (or more) before the course commences.

Upgrading the Same Aircraft Type:

• Students upgrading on the same aircraft type should already possess the competencies of the lower license category.
• This will be assessed before the upgrade training.
• Should existing competency not reach the lower licence category, remedial training might be offered during the scheduled session (not guaranteed) and may incur additional fees.

Upgrading to a New Aircraft Type:

• Upgrading to a new aircraft type follows the same structure as an initial course.
• If the required competency is not achieved within the training timeframe, one free remedial training session will be offered at Aviassist’s standard scheduled locations at the convenience and availability of Aviassist.
• Additional return bookings after the free remedial training session will incur a fee if competency is still not achieved.
• While Aviassist strives to schedule remedial training as planned, free availability is not guaranteed.

Payment:

• Payment is due within 7 days of the invoice date.
• If your course falls within 7 days of booking, payment must be made at the time of booking.
• Purchase orders are accepted for flight tests and must be provided within 5 days of booking or the enrollment will be cancelled.

Course Transfers and Cancellations:

• Transfers: Students can transfer their course booking to another date free of charge up to 5 calendar days before the course. Contact support@aviassist.com.au to reschedule. A $99 change fee applies within 5 days of the course.
• Cancellations: A $495 cancellation fee applies if a student cancels within 5 calendar days of the course start date. Contact support@aviassist.com.au to cancel.
• No Shows: Students who do not show up for their course will be charged the full course fee.

Refunds and Credits:

• Refunds or credits may be offered in exceptional circumstances (e.g., illness with a doctor’s certificate).
• Once training begins, no refunds are available.

TEST FLIGHTS (2 hour time slot bookings)

• Equipment: Students must bring a minimum of three (3) batteries or an appropriate generator for the flight test. Incomplete training due to insufficient equipment will result in forfeited fees.
• Aircraft Preparation:
  • Ensure your aircraft is free of chemical residue.
  • Flush the application system before course commencement. Flushing cannot be done on the training field.

Booking Confirmation:

• All mandatory fields on the booking form must be completed to confirm your booking.
• Flight test bookings are limited to two hours.
• Failure to comply with pre-course requirements or providing inaccurate details may result in additional charges.

Online Flight Test Form:

• You will receive a link to an online flight test form. This form must be completed within 5 days of receiving the link.
• Aviassist needs to receive the completed form and uploaded attachments as soon as possible. Failure to complete the form and upload documents will result in course cancellation.
• If your booking is within the next 5 days, the form must be completed on the same day of booking.

Payment:

• Payment is due within 7 days of the invoice date.
• If your course falls within 7 days of booking, payment must be made at the time of booking.
• Purchase orders are accepted for flight tests and must be provided within 5 days of booking or the enrollment will be cancelled.

Course Transfers and Cancellations:

• Transfers: Students can transfer their course booking to another date free of charge up to 5 calendar days before the course. Contact support@aviassist.com.au to reschedule. A $99 change fee applies within 5 days of the course.
• Cancellations: A $495 cancellation fee applies if a student cancels within 5 calendar days of the course start date. Contact support@aviassist.com.au to cancel.
• No Shows: Students who do not show up for their course will be charged the full course fee.

Refunds and Credits:

• Refunds or credits may be offered in exceptional circumstances (e.g., illness with a doctor’s certificate).
• Once training begins, no refunds are available

Custom course bookings are client-requested training sessions for 3+ students, conducted at the client’s preferred location

Booking Confirmation:

• • Tentative Holds: Custom course dates are held for a limited period, defined in writing with the booking contact. After this period, holds are released, and dates become publicly available.
  • Short-Notice Tentative Holds (Course date within 3 weeks): For custom courses aiming to commence within three weeks, tentative holds are limited to three business days. Confirmation of courses within three weeks require a purchase order (or full payment), a completed booking form, and any necessary travel documentation to/from the  clients site. Aviassist requires sufficient lead time prior to course commencement for travel arrangements, site inductions, medicals, student pre-course learning, etc
  • Final Confirmation: All custom bookings are tentative until a completed Aviassist booking form and purchase order or payment are received.

Travel Arrangements:

• • Travel Quote: Aviassist will provide a detailed travel quote (flights, accommodation, car rental) once the training location is confirmed.
  • Charter Flights: Clients are responsible for booking charter flights to locations not served by commercial airlines, including 60kg checked baggage allowance per ticket.
  • Quote Acceptance: Clients have 7 calendar days to accept the travel quote and submit a purchase order to accounts@aviassist.com.au. Travel quotes are subject to change after this period due to price and availability fluctuations.

Minimum Participants, date transfers & cancellations:

• • Minimum Participants: A minimum of 3 students is required for a custom course to proceed. If the client cannot meet this, payment for 3 students is required.
  • Course Transfers/Cancellations (Within 5 Days):
    • A $495 fee per student applies.
    • Clients are responsible for all prepaid travel fees.
  • Student Substitutions: If a student cannot attend, a substitute meeting course prerequisites and Aviassist approval may be sent. Contact support@aviassist.com.au for details.
  • Student Cancellations (Within 5 Days): A $495 cancellation fee applies.
  • Student No-Shows: The full course fee will be charged per student.
  • Attendance Requirements: Students must attend the full duration of each course day. Attendance is recorded, and CASA requires specific theory hours. Lateness or early departure may result in course resits.

Site Inductions & Medicals:

• • The client is responsible for providing Aviassist with details of any required site inductions at the time of booking, and no later than three weeks prior to the scheduled training. While Aviassist will make every effort to accommodate the client’s needs, insufficient notice may require Aviassist staff to work overtime to complete the inductions. The client understands and agrees to pay these overtime rates.

    If Aviassist staff require medical certificates for site access / training at a custom location, the client must inform Aviassist no later than three weeks before the scheduled training. This allows sufficient time for staff to schedule and attend necessary external medical appointments. By proceeding with a custom course booking, the client understands and agrees to be invoiced for all medical costs and any resulting overtime incurred by Aviassist staff.

Personal Protective Equipment (PPE):

• • If applicable, PPE requirements must be communicated no later than three weeks before the course commencement. Aviassist provides their staff with reflective tape shirts, pants, and steel-capped boots. The client is responsible for arranging any additional PPE required for Aviassist staff, including any associated costs.

Payment Terms

           Aviassist offers the following payment options for custom courses:

• • Standard payment terms: If no purchase order is provided, payment is due within 7 calendar days of the invoice date or if course is booked less than 7 calendar days from commencement date, payment is required at time of booking.
  • Purchase order terms: Enjoy extended payment terms based on your agreed payment terms listed on purchase order (e., 30 days EOM).

          Late payments may result in the following consequences:

• • 1 (calendar) day past due for those on standard payment terms, Aviassist reserves the right to cancel the custom course booking (cancellation penalties apply)
  • Payments exceeding 1 (calendar) day past due for clients on purchase order terms, Aviassist reserves the right to:

• • • Postpone or reschedule the course.
    • Cancel the course: Cancellation penalties apply.
    • Stop credit: Aviassist’s ability to provide goods and services to the client may be suspended until the overdue account is settled.
    • Debt collection services: we may involve a debt collection agency to recover the outstanding amount.

Theory Venue Requirements

• • A suitable space such as a meeting or conference Students require a chair and a shared table or desk to sit at
  • Access to a TV or projector with HDMI input
  • Theory is typically conducted Monday, Tuesday, and Friday, however weather conditions for the week may require flexibility around this schedule.
  • If you require Aviassist to find and book a venue, inform us at booking. Fees for the venue must be paid to Aviassist three weeks before the course starts.
  • The client will communicate the address and venue details for both theory and flying field to Aviassist no later than three weeks prior to course commencement.
  • The client agrees that all fees for hire of venue are payable by the

Flying field requirements:

• • A large open space with infrequent foot traffic, such as a sporting field
  • Access to power, should power not be available at flying field, the client agrees to hiring a generator for flying days.
  • Clean & suitable toilets for both students & Aviassist employees
  • Flying is scheduled all day Wednesday and Thursday; however, this may require adjustment depending on weather
  • Client must provide a Google Map screenshot of the proposed flying area to support@aviassist.com.au for Aviassist’s Chief Remote Pilot to conduct a JSA no later than 3 weeks from course commencement.
  • If the area is suitable, Aviassist ask that the client confirms the use of the space the relevant authority, such as the local council or property owner.
  • The client agrees that all fees for hire of flying field are payable by the client.

Travel Arrangements

• • Where agreed, the client will communicate Aviassist’s travel arrangements (eg: company charter flights booking/itinerary or on-site accommodation itinerary) no later than three weeks prior to course

Student Preparation

• • Aviassist will enrol students upon receiving completed and signed booking form. Once enrolled, students receive an email outlining course requirements.
  • Prior to training, students must apply for an Aviation Reference Number (ARN) with CASA The student/s must provide ARN to the instructor on the first day of training to facilitate the issuing of the Remote Pilot Licence (RePL).
  • The client agrees that nominated attendees will be relieved of all other work duties and made fully available to attend scheduled training. Aviassist is not liable for incomplete training due to absences. See “2. Minimum participants & cancellations” of Aviassist custom course terms & conditions

Additional Training & Competency Remedial (practical) training

• • Aviassist allocate 5 hours of practical flight experience to ensure adequate training. If required competency is not achieved within the allocated time, students receive 1 x free of charge two-day remedial practical training session at our standard scheduled locations (subject to availability). This free of charge session is only available once.
  • On-site remedial training can be arranged at an additional cost. This will include actual travel costs and a $750 per day instructor fee.
  • Re-bookings are available for up to 12 months. Should a student not complete their training within 12 months, they are required to return for the full course and the full course fee will be charged.
  • It is anticipated that scheduled remedial training will proceed as planned though Aviassist does not guarantee availability for free of charge remedial training.
  • Once remedial training has been booked it can be transferred to another date free of charge, up to five (5) calendar days from course commencement at no cost. Should remedial training be transferred within 5 calendar days of course commencement a $99 change fee applies.
  • Reminder emails for all course bookings are issued prior to course commencement to the email address provided at the time of booking.
  • Should a returning student cancel or fail to notify of cancellation within five (5) calendar days of course commencement, the free of charge return is forfeited & future remedial training will incur a full free of 2 day training.

Remedial (theory) training & exam

• • Students can retake the theory exam for the RePL up to three times before repeating the entire course (CASA regulation).
  • Aviassist offers:
    • 2 x free exam re-sits (until the total number of exams taken has reached three) at scheduled standard locations around Australia (subject to availability) and are typically conducted on a Friday (bookings essential 1300 359 772 or team@aviassist.com.au).
    • 1 x free theory revision session at our standard scheduled locations, free theory revisions sessions typically occur on a Monday & Tuesday of our scheduled courses (bookings essential 1300 359 772 or team@aviassist.com.au).
  • After the third unsuccessful theory exam attempt, retaking the entire course is mandatory (CASA regulation) and requires $1345.00 payment to re-sit the entire theory, exam revision & exam.
  • It is anticipated that scheduled remedial training will proceed as planned though Aviassist does not guarantee availability for free of charge remedial training.
  • On-site remedial training can be arranged at an additional cost. This will include actual travel costs and a $750 per day instructor fee.
  • Re-bookings are available for up to 12 Should Students not re-book within 12 months of initial training, the entire course will need to be undertaken again with full course fees applied.

Payment

• Work will not commence prior to receipt of payment, or purchase order.
• If providing, purchase orders must be issued to approvals@aviassist.com.au & accounts@aviassist.com.au

Refund Policy

Change of Mind:

If the application is withdrawn due to change of mind or circumstances after work has commenced, management will reserve the right to consider a refund upon request.

• No full refunds or credits will be offered. Partial refunds may be considered based on:
  • Administrative time spent on client’s application / project
  • Any fees already paid to CASA or CASA delegate
• If a purchase order has been issued to facilitate payment, Aviassist reserves the right to invoice the client for:
  • Administrative time spent on client’s application / project
  • Any fees paid to CASA or CASA delegate

Incomplete Applications

Clients must provide all requested information and documentation within 12 months of engaging Aviassist’s services. Failure to do so will result in the project being deemed abandoned. Refunds or credits are not available in this instance.

CASA Regulation Changes

Due to evolving CASA legislation and procedures, additional fees may apply if an application extends beyond 12 months or is abandoned and restarted after this period. These fees cover the administrative costs associated with adapting to new regulations.

By engaging Aviassist’s services, clients acknowledge and agree to these terms and conditions.