Refund & Cancellation Policy

A Client may cancel a confirmed booking subject to the following schedule:

The 20% service fee is non-refundable in all cancellation scenarios.

If a Pilot cancels a confirmed booking, the Client will receive a full refund of the job value and service fee.

Repeated Pilot cancellations (3 or more within a 12-month period) will result in account review and may lead to suspension.

If a job cannot proceed due to weather conditions that render the flight unsafe or unlawful, the Client and Pilot are encouraged to reschedule at no cost.

If rescheduling is not possible within 30 days, the Client may request a full refund of the job value. Documentation of the weather or airspace restriction is required.

Approved refunds are processed within 2–5 business days via EFT to the client's bank account.

Clients will receive an email confirmation when the refund has been processed, including the refund amount and reference number.

If a Client disputes the quality of deliverables within the 5-day approval window, they must raise a formal dispute through the Platform.

Lofft will act as a neutral mediator and aims to resolve disputes within 10 business days. If mediation does not resolve the dispute, Lofft may award a partial or full refund at its sole discretion.

This policy does not limit any rights you may have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Under Section 44 of the ECT Act, you may cancel an electronic transaction within 7 days without reason or penalty, provided the services have not already commenced with your express consent.

If you believe your consumer rights have been violated, you may approach the National Consumer Commission (www.thencc.gov.za) or a provincial consumer court for assistance.