Question 1

How do I get started?

Accepted Answer

Explore the full platform in our live demo — just tell us who you are on a short form, no card required. When you're ready to go live, get in touch and our team sets up your tenant and onboards your people.

Question 2

Can I try CitadelAero before I buy?

Accepted Answer

We don't run free trials, but you can explore the full platform on our live demo — available after a short form (name, email, company and role), no card required. When you're ready, get in touch and we'll walk your team through it for your operation.

Question 3

What's the difference between monthly and annual billing?

Accepted Answer

Annual plans are billed once a year at a lower effective monthly rate — you save roughly two months versus paying monthly — and on Starter and Professional the one-off setup fee is waived. Monthly plans are billed each month and include the setup fee. On Enterprise, setup is quoted with your plan and is not waived on annual billing.

Question 4

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards via Paddle, our merchant of record, who also issue VAT-compliant invoices. Monthly and annual billing are available on every plan; Enterprise can also be invoiced annually by arrangement.

Question 5

Do you charge per user?

Accepted Answer

No. Pricing is a flat monthly rate per operator, up to your plan's user and aircraft limits — so growing your team doesn't increase your bill within a tier.

Question 6

Can I get a refund?

Accepted Answer

Subscription fees and setup fees are non-refundable, and cancelling takes effect at the end of your current billing period — you keep access until then. Because Paddle is our merchant of record, payment refunds are handled by Paddle, which applies a 14-day discretionary window to first payments. See our Refund Policy (linked in the footer) for full details.

Question 7

Can I change plans later?

Accepted Answer

Yes. You can upgrade or downgrade at any time. Changes take effect at the next billing cycle.

Question 8

How does the aircraft limit work for MROs and aerodromes?

Accepted Answer

The aircraft limit applies to aircraft registered in the platform. MROs and aerodromes without their own fleet rarely register many aircraft, so the Starter or Professional limits usually fit comfortably — get in touch if you're unsure which plan suits you.

Question 9

Are all 14 modules included?

Accepted Answer

Yes. Every plan includes all 14 modules. There are no per-module add-ons or feature paywalls.

Question 10

Can you bring our existing safety data across from another system?

Accepted Answer

Yes — safety reports, audits, risk registers and change projects, with their original reference numbers preserved. It is a service we carry out for you rather than something you do yourself, and it is quoted separately from the setup fee. It starts with a paid assessment: you send us one real export from your current system, we profile it and produce a field map, and you get a firm fixed price. The assessment fee is credited in full against the migration if you go ahead. Talk to us before you commit to anything — if your current system cannot produce a structured export, that changes the job considerably.

Question 11

What does the setup fee cover?

Accepted Answer

It covers getting you live: provisioning your isolated tenant, a guided onboarding call to configure your safety groups, operation types and departments, and check-ins in your first weeks. It does not cover bringing historical data across from another system — that is quoted separately. The setup fee is waived on annual billing for Starter and Professional; on Enterprise it is quoted with your plan and is not waived.

Question 12

How quickly can we go live?

Accepted Answer

Most operators are live within 24 hours of agreeing a plan. There's no lengthy implementation project — we provision your tenant, run an onboarding call, and you're up and running.

Question 13

Is my data secure, and where is it stored?

Accepted Answer

SMS Platform data is hosted in the EU (Paris, France) — Regulatory AI is a separate deployment with its own arrangement, set out on its product page — and each operator runs in a fully isolated data environment — no operator can see another's data. Passwords are hashed, access is controlled by capability-based permissions, and an append-only activity log records changes. We're aligned with UK and EU GDPR, and a Data Processing Agreement is available on request. The SMS Platform's sub-processors are Supabase (hosting), Vercel (application delivery), Microsoft (email) and Paddle (payments) — Regulatory AI runs on separate infrastructure with its own, and every sub-processor for both products is listed on our sub-processors page.

Question 14

How does multi-tenant isolation work?

Accepted Answer

Each operator gets their own isolated data environment. Your data is never shared with or visible to other operators on the platform.

Question 15

What aviation regulations does CitadelAero support?

Accepted Answer

CitadelAero is aligned with ICAO Annex 19, with SM-ICG hazard taxonomy built in. It also supports EASA and UK CAA SMS requirements.

Question 16

Will CitadelAero make us compliant?

Accepted Answer

CitadelAero gives you the structure and tools to run and evidence a compliant SMS — aligned with ICAO Annex 19 and EASA/UK CAA requirements — but it doesn't replace your organisation's own safety management responsibilities or your accountable manager's duties. It's the system that makes those responsibilities easier to meet and demonstrate.

Priced by fleet and headcount.

The other two pillars are priced elsewhere.

Priced per seat, on its own page

Scoped to the engagement

The same fourteen modules, whichever tier you are on.

The things operators ask before they sign.

Unsure which tier fits, or whether the aircraft limit counts your fleet?