Refund & Cancellation Policy UNDER REVIEW

• Technology Platform: Provide and maintain the booking platform infrastructure
• Payment Processing: Securely process payments on behalf of Service Providers
• Payment Holding: Hold customer payments in trust until service completion or cancellation
• Refund Processing: Process approved refunds within 5-10 business days per this policy
• Customer Support: Provide booking support, cancellation assistance, and dispute resolution
• Quality Control: Verify pilot credentials, licenses (SHV), and insurance requirements
• Data Protection: Comply with Swiss Federal Act on Data Protection (FADP) for all personal data
• Transaction Records: Maintain accurate records of all bookings, payments, and refunds for 10 years (Art. 958f CO)
• Consumer Protection: Ensure transparency and fairness per Swiss Consumer Protection laws

• Flight Operations: We do not operate, conduct, or provide paragliding flights
• Employment: We do not employ pilots; they are independent contractors/businesses
• Flight Decisions: We do not make weather, safety, or operational flight decisions
• Pilot Liability: We are not liable for pilot actions, negligence, or service quality
• Equipment: We do not own, maintain, or insure paragliding equipment
• Medical Assessment: We do not assess customer fitness; pilots perform this evaluation

Two Separate Contracts:

1. Platform Service Contract (You ↔ 2paraglide):
   For use of our booking platform, payment processing, and customer support services. Governed by our Terms of Service.
2. Flight Service Contract (You ↔ Pilot/Service Provider):
   For the actual paragliding flight service. This contract is directly between you and the pilot. 2paraglide facilitates this contract but is not a party to it.

Important: Claims related to the flight service (safety, quality, injuries) are directed at the pilot, not 2paraglide. Claims related to payment processing, refunds, or platform functionality are directed at 2paraglide.

• Art. 40e para. 3 lit. e CO - Time-specific services:
  "Services in the areas of accommodation, transport, catering or leisure activities to be provided on a specific date or during a specific period."
  → Tandem paragliding flights are booked for specific dates and time slots, therefore the 14-day withdrawal right does not apply.
• Art. 40e para. 3 lit. d CO - Fully performed services:
  "Services that have been fully performed if the consumer has expressly agreed to the immediate commencement of the performance and has confirmed knowledge of the loss of the right of withdrawal."
  → Once your flight has been completed, no refund applies.

• Payment Processing Errors: If we fail to process a refund correctly per this policy
• Platform Technical Failures: If our system causes booking or payment errors
• Data Breaches: If we fail to protect your personal data per FADP requirements
• Misrepresentation: If we provide false information about pilots' credentials

We are NOT liable for: Pilot actions, flight cancellations, weather conditions, injuries during flights, or service quality issues. These are the responsibility of the independent Service Provider.

When you book a flight, your payment is held by 2paraglide in a trust-like arrangement:

• Before Flight: Payment is held and not released to the pilot
• After Successful Flight: Payment is released to the pilot (minus platform fee) within 48 hours
• Upon Cancellation: Refund processed per this policy's cancellation terms
• Disputed Transactions: Payment held pending resolution (see Section 5)

How to Request Cancellation

1. Log into your 2paraglide account at www.2paraglide.com
2. Navigate to "My Bookings" in your dashboard
3. Select the booking you wish to cancel
4. Click "Request Cancellation" button
5. Confirm your cancellation request and acknowledge refund terms
6. Receive automated confirmation email within 5 minutes
7. Refund (if applicable) processed within 5-10 business days

Cancellation timestamp is the moment you submit the cancellation request through our platform, NOT when you contact support.

If the Pilot cancels your booking for any reason (excluding weather - see 3.3):

100% Full Refund + Compensation

• Flight fee: 100% refunded
• Platform fee: 100% refunded
• Compensation: CHF 20 platform credit for inconvenience
• Processing time: Immediate (within 24 hours)
• Alternative option: Priority rebooking with same or different pilot
• No penalties or fees

Platform Obligation: 2paraglide guarantees immediate full refund + CHF 20 credit. We absorb the compensation cost.

Free Rescheduling OR 100% Full Refund

Your choice:

• Pilot's professional judgment determines weather safety (SHV standards)
• No penalty to customer for weather cancellations
• Notice provided: Pilot contacts you as soon as weather decision is made (typically 2-24 hours before)

Platform Obligation: 2paraglide ensures you receive full refund OR free rescheduling. Your choice is binding on both parties.

If the pilot determines on-site that you cannot safely participate due to medical, weight, or safety reasons:

Refund depends on disclosure:

Your obligation: Accurately answer all medical and safety questions at booking. Pilots must verify this on-site.

100% Full Refund if you cannot attend due to documented emergencies:

• Medical emergencies: Hospitalization, serious illness, injury (doctor's note required)
• Death in immediate family: Death certificate or obituary required
• Natural disasters: Floods, earthquakes, fires affecting your travel (news documentation)
• Government restrictions: Border closures, travel bans, quarantine orders (official documentation)
• Serious accidents: Car accidents, home emergencies (police/insurance reports)

Documentation required: Submit supporting documents within 48 hours of scheduled flight to refunds@2paraglide.com. Refund processed within 5-10 business days upon verification.

Platform Obligation: 2paraglide reviews emergency refund requests fairly and compassionately. We absorb the cost; pilots are compensated from our reserves.

2paraglide guarantees:

• Processing timeframe: 5-10 business days from cancellation approval
• Original payment method: Refund to the same card/account used for payment
• Full amount guarantee: You receive 100% of approved refund amount
• No hidden fees: 2paraglide absorbs all payment processor fees for refunds
• Currency: Swiss Francs (CHF) - same as original charge
• Confirmation: Email notification when refund is processed
• Transparency: View refund status in real-time in your account dashboard

1. Day 0: You submit cancellation request → Immediate automated confirmation email
2. Day 0-1: System processes cancellation and determines refund amount per policy
3. Day 1: Refund approved and initiated → Email notification sent
4. Day 2-5: Payment processor processes refund to your bank/card issuer
5. Day 5-10: Your bank/card issuer credits your account (bank processing time varies)

Note: 2paraglide processes refunds immediately (Days 0-5). Any delays beyond day 5 are due to your bank's processing, not 2paraglide.

Platform Guarantee: If your refund is not received within 10 business days, or if the amount is incorrect:

1. Contact us immediately: refunds@2paraglide.com with your booking reference
2. Investigation: We investigate within 24 hours and provide status update
3. Resolution: We rectify the error within 48 hours
4. Compensation: If delay/error is our fault, receive CHF 50 platform credit as apology

Platform Obligation: 2paraglide takes full responsibility for payment processing errors and compensates customers for our mistakes.

2paraglide commits to fair and timely dispute resolution:

1. Step 1 - Initial Contact (within 24 hours):
   Email support@2paraglide.com with booking details and issue description. Automated acknowledgment within 1 hour; human response within 24 hours.
2. Step 2 - Investigation (2-5 business days):
   We review booking records, payment logs, and pilot communication. We contact the pilot for their account.
3. Step 3 - Mediation (if needed):
   For service disputes, we facilitate conversation between you and pilot to reach fair resolution.
4. Step 4 - Platform Decision (if mediation fails):
   2paraglide makes binding decision based on evidence, terms, and fairness. Decision provided in writing with explanation.
5. Step 5 - Resolution Implementation (within 48 hours):
   Refund processed, compensation issued, or other remedy enacted immediately.

Platform Obligation: All disputes resolved within 10 business days maximum. Customer receives written decision with rationale.

If you are not satisfied with our resolution, you have the right to escalate:

• Consumer Protection: Swiss Federal Office of Consumer Affairs
  Website: www.konsum.admin.ch
• Payment Disputes: Your bank or credit card issuer (chargeback rights)
• Legal Action: Swiss courts have jurisdiction (see Section 6.2)
  Jurisdiction: Zurich, Switzerland

7.1 Applicable Law

This Refund Policy is governed by Swiss law, specifically:

• Swiss Code of Obligations (CO): Art. 40a-40l (Distance Contracts), Art. 398 (Mandate/Agency)
• Swiss Federal Act on Data Protection (FADP): Personal data processing and privacy
• Swiss Consumer Protection Law: Fairness, transparency, consumer rights
• Swiss Payment Transaction Law: Payment processing obligations

7.2 Jurisdiction

Any disputes arising from this Refund Policy or your use of 2paraglide shall be subject to the exclusive jurisdiction of the courts of Zurich, Switzerland.

Note: Your statutory consumer rights under Swiss law cannot be waived or limited by this policy. If any provision conflicts with mandatory Swiss consumer protection laws, the law prevails.

7.3 Language

This policy is provided in English. In case of disputes, the English version prevails. German, French, and Italian translations are provided for convenience only.