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

• 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.

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

RETURNS

• 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 team@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

Refunds and Credits:

• Refunds or credits will be offered only in extenuating circumstances, such as illness with a doctor’s certificate
• Once a training course starts, no refunds are available.

COURSE TRANSFERS

• A student can transfer their course booking to another date free of charge up to 5 calendar days before the original course date.
• Email team@aviassist.com.au to transfer / Re-schedule course.
• 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 student cancels course registration within 5 calendar days of the course commencement date or doesn’t turn up for their course.
• Call 1300 359 772 or email team@aviassist.com.au to cancel your registration.

Course Enrolment Emails/Reminders

• Student will receive reminder emails before course starts.
• The initial enrolment email will be sent upon booking, followed by a reminder email a week before the course commences.

Tax Invoice Reminders:

• You will receive reminder emails about upcoming invoice payments via Xero 5 days and 1 day before the due date.

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 team@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 team@aviassist.com.au.

All Remote Pilot Licence training is competency based. Aviassist schedules courses based on an anticipated practical experience required. On occasion, additional training will be required to acquire the required competency.

REMEDIAL (PRACTICAL) TRAINING – ADDITIONAL TRAINING & COMPETENCIES 

• • 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.
  • Failure to achieve required competencies after one free of charge return for two consecutive days of flying will result in any additional return bookings incurring a 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.
  • Should a returning student cancel within (5) calendar days of course commencement or not show to course, the free of charge return is forfeited & future remedial training will incur a $1345.00 fee. Conditions will be reviewed in extenuating circumstances such as illness (doctor’s certificate required).
  • Reminder emails for all course bookings are issued prior to course commencement to the email address provided at the time of booking.
  • Flying is typically scheduled all day Wednesday and Thursday; however, this may require adjustment depending on weather

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:
    • Free exam re-sits 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.
  • Theory is typically conducted Monday & Tuesday, exam revision & exam is typically conducted on a Friday, however weather conditions for the week may require flexibility around this schedule.

REMOTE PILOT LICENCE UPGRADES

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 team@aviassist.com.au before the course.

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.

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 and a $495.00 fee for late cancellation or not attending the remedial training. All future remedial training bookings will be charged at the rate $1345.00
• 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.

Custom course bookings are a request from a client for Aviassist to conduct training at the clients venue or a location of  their choice.

1. Booking Confirmation:

• All custom course bookings are tentative until the completed and signed Aviassist booking form is returned. Failure to return the booking form three weeks before the course commencement date will result in the course date being cancelled.
• Custom course dates can only be held for 14 (calendar) days, after this time, tentative holds are removed, and course dates are re-opened to the public.
• Travel quotations: Aviassist will quote the full cost of travel (flights, accommodation, and car rental) once destination is determined. Client will be required to book charter flights to destinations where commercial flights are not scheduled. Upon client booking charter flight, 60kgs of check in luggage will need to be added to the ticket. Client is given 7 (calendar) days to accept the quote and submit a purchase order to accounts@aviassist.com.au . Due to fluctuating rates and availability, re-quotes for travel are necessary if the initial proposal is not accepted within the designated period.

2. Minimum Participants, date transfers & cancellations:

• Aviassist have a minimum number of students required for each custom course to proceed.
• A student can transfer their course booking to another date free of charge up to 5 calendar days before the original course date.
• Email team@aviassist.com.au to transfer / Re-schedule course.
• A $495 change fee per student applies if a client transfers the entire course within 5 calendar days of course commencing. Along with all travel fees (accom and flights) paid by Aviassist.
• If a registered student cannot attend, the client may send a committed substitute who meets the course prerequisites and is approved by Aviassist. Please contact team@aviassist.com.au for details on substitute qualifications.
• A $495 cancellation fee applies if a student withdraws course registration within 5 calendar days of the course commencement date or doesn’t turn up for their course.
• Should a client cancel the entire course within 5 calendar days of course commencement, $495 per student will be charged along with all travel fees (accom & flights) paid by Aviassist.
• Call 1300 359 772 or email team@aviassist.com.au to cancel your registration.

3. Site Inductions:

• If applicable, site induction details must be communicated to Aviassist at the time of booking or no later than three weeks before the scheduled training. While reasonable timeframes will be provided to accommodate client requirements, overtime rates will apply if insufficient time is allocated for Aviassist staff to complete mandatory inductions.

4. 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.

5. 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.

6. 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

7. 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 team@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.

8. 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

9. Student Preparation

• Aviassist will enroll 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

10. 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 is not guaranteed and incurs additional costs if 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.
    • 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 $1345.00 fee.

    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 is not guaranteed and incurs additional costs if
    • 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.