Refund Policy
Clear rules for refunds on services, memberships, gift packs and event tickets — plus your Australian Consumer Law rights that override all of it.
The short version
If we cannot deliver what you paid for, you get your money back — full stop. For change-of-mind and timing issues, the fair rules below apply. Nothing here limits your rights under the Australian Consumer Law.
Digital and advisory services
- Not yet started: full refund, any reason, up to delivery start.
- Partially delivered (e.g. two of four coaching sessions): refund of the undelivered portion.
- Delivered: refundable only if the service fails its published scope — judged objectively against the service page.
Membership
Premium Hangar Membership can be cancelled any time and stops at the end of the paid month. If you were charged after cancelling, that charge is refunded in full. First-month change-of-mind refunds are available within 7 days if no member perks were used.
Gift packs and physical goods
Unopened packs may be returned within 14 days for a refund minus postage. Personalised items (engraved tags, printed mission cards) are refundable only if faulty — but faults are rare and we fix them fast. Redeemed credit vouchers cannot be refunded once applied to a Google Play account.
Event tickets
- Cancel more than 7 days before an event: full refund.
- Inside 7 days: credit toward a future event.
- If we cancel or move an event: full refund, always, no credit lock-in.
How to request
Email [email protected] or call +61 7 3221 8200 with your booking reference. Refunds are processed to the original payment method within 5 business days of approval, and most requests are approved the same day they arrive.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the ACL. For major failures you choose the remedy — repair, repeat or refund. For minor failures we fix the problem within a reasonable time or refund the affected portion.
Disputes
If a refund decision feels wrong, reply to the decision email and a senior crew member reviews it independently. You can also contact Queensland's Office of Fair Trading — though in five years nobody has needed to.
Talk to a human at the desk
Policy pages cover the rules. If something here affects your account, purchases or data, message the Brisbane command post and we will walk it through with you.