Refund Policy

Version 1.1 · Last updated: 1 June 2026

How refunds work at CitadelAero. All payments for CitadelAero subscriptions and setup fees are processed by Paddle.com Market Limited ("Paddle"), which acts as merchant of record. This means two separate refund frameworks apply: (1) CitadelAero's commercial policy as the software provider, set out in this document; and (2) Paddle's Refund Policy, which governs the payment transaction. Where the two overlap, Paddle's policy governs the transaction itself. This policy explains both.

1. Who this policy applies to

This Refund Policy applies to all purchases of CitadelAero subscriptions, whether made by businesses or individuals. CitadelAero is a B2B product and is sold exclusively to businesses operating in the aviation sector. This policy does not apply to consumers purchasing in a personal capacity unconnected with a business.

This policy should be read alongside:

(a)the CitadelAero SaaS Subscription Agreement, which sets out the full commercial terms governing your subscription; and

(b)Paddle's Refund Policy and Paddle's Buyer Terms and Conditions, which govern the payment transaction between you and Paddle.

If there is any conflict between this policy and Paddle's Refund Policy in relation to the payment transaction, Paddle's Refund Policy will govern.

2. The two-layer refund framework

Because Paddle acts as merchant of record, refunds operate in two distinct layers:

Layer 1 — CitadelAero's commercial position (this policy)

CitadelAero's commercial position as the software provider is set out in sections 3 to 7 of this policy. This reflects what CitadelAero will and will not do in relation to refunds for access to the Service.

Layer 2 — Paddle's Refund Policy (payment transaction)

Paddle, as merchant of record, has its own Refund Policy that governs the payment transaction. Paddle may exercise discretion to issue refunds within 14 days of a transaction, and in some cases is required to do so by law. CitadelAero cannot override Paddle's decisions on the payment transaction.

Important: If Paddle issues a refund through their discretionary or statutory framework, that refund reflects Paddle's position as payment processor — not an admission by CitadelAero that a refund was owed under the SaaS Subscription Agreement. Where a refund is issued by Paddle, access to the Service will be suspended in accordance with Paddle's policy. CitadelAero is not obliged to reinstate access unless a new subscription is purchased.

3. Quick-reference summary

The table below summarises CitadelAero's commercial position and the applicable Paddle discretionary window for each charge type. See sections 4 to 7 for full details.

Charge type	CitadelAero position	Paddle discretionary window
Setup fee (Starter £499 / Professional £999)	Non-refundable	14-day discretionary window may apply — Paddle's decision
Monthly subscription — current period	Non-refundable; access until period end	14-day discretionary window for first payment only
Annual subscription — full year paid upfront	Non-refundable; access until annual period end	14-day discretionary window — first payment; 14 days on UK annual renewal
Trial (arranged with our team — no charge)	No charge during the trial; no refund applicable	Not applicable — no transaction during the trial
First subscription invoice (on continuing after a trial)	Non-refundable; access until period end	14-day discretionary window from the date the invoice is paid
Annual plan — waived setup fee (no charge)	No charge; no refund applicable	Not applicable — no transaction

Amber entries reflect Paddle's discretionary window — Paddle may or may not issue a refund within that window; it is not guaranteed. Green entries reflect situations where no charge is made. Red entries reflect CitadelAero's non-refundable commercial position.

4. Setup fees

Setup fee amounts: Starter Plan £499 · Professional Plan £999 · Enterprise Plan: included in subscription (no separate setup fee). Setup fees are waived on annual plans.

4.1 The setup fee is a one-time charge payable when you continue from a trial to a paid subscription (or on commencement of a paid subscription where no trial applies). It is charged in consideration of account configuration, tenant provisioning, and onboarding activities carried out at the commencement of the subscription.

4.2 CitadelAero's position: Setup fees are non-refundable. Because the activities for which the setup fee is charged (account provisioning, schema configuration, and onboarding) are performed at the time the subscription commences and cannot be reversed, we do not offer refunds on setup fees under any circumstances, including where a subscription is subsequently cancelled.

4.3 Paddle's position: Paddle may, at its sole discretion, issue a refund on any transaction — including a setup fee transaction — within 14 days of the transaction date under Paddle's discretionary refund window (section 7 of Paddle's Refund Policy). Submission of a request within this window does not guarantee a refund. Paddle's decision is final in relation to the payment transaction.

4.4 Where a setup fee is waived (i.e. on annual plans or Enterprise subscriptions), no payment is made and no refund is applicable.

5. Subscription fees

5.1 Monthly subscriptions

Monthly subscription fees are billed in advance at the start of each monthly billing period.

CitadelAero does not offer pro-rata refunds for unused days within a monthly billing period. If you cancel a monthly subscription, cancellation takes effect at the end of the current billing period and you retain access to the Service until that date. No refund is provided for the remainder of the period after cancellation.

Paddle's discretionary refund window (14 days from the transaction date) may apply to the first monthly payment of a new subscription. Subsequent monthly payments are not subject to Paddle's statutory or discretionary refund windows under Paddle's Refund Policy.

5.2 Annual subscriptions

Annual subscription fees are billed upfront in full at the start of each annual billing period.

CitadelAero does not offer pro-rata refunds for unused months within an annual billing period. If you cancel an annual subscription, cancellation takes effect at the end of the current annual period and you retain full access to the Service until that date. No refund is provided for any unused portion of the annual period.

The following Paddle refund windows are relevant to annual subscriptions:

(a)First annual payment: Paddle's 14-day discretionary window applies from the transaction date.

(b)UK customers — annual renewal: Under section 2.2.3 of Paddle's Refund Policy, UK customers have a 14-day period to exercise a statutory right to withdraw starting from the date an annual subscription auto-renews. This is a Paddle-administered right and requests must be made directly to Paddle.

CitadelAero recommends that customers who do not wish to renew an annual subscription cancel before the renewal date to avoid being charged for a further annual period.

5.3 Enterprise subscriptions

Enterprise subscription fees and refund terms are agreed individually in the applicable Order Form. In the absence of specific terms in the Order Form, the annual subscription position in clause 5.2 applies.

6. The free trial

6.1 CitadelAero offers a free trial of the Service, arranged with our team. During the trial period, no subscription fee or setup fee is charged. No payment is taken, and therefore no refund is applicable during the trial period itself.

6.2 No payment details are required to start a trial, and no charge is ever made automatically. Your trial is set up by our team, who will agree the trial length with you and remind you before it ends.

There is no automatic charge. If you decide not to continue at the end of the trial, simply let us know — nothing is taken. To stop, email sales@citadelaero.com.

6.3 If you decide to continue to a paid subscription at the end of the trial, we will issue an invoice (via Paddle) for:

(a)the applicable subscription fee for your first billing period (monthly or annual, as selected); and

(b)the applicable setup fee (if your plan has one and you are on monthly billing).

6.4 Refund position after you continue. Once you have continued to a paid subscription and paid your first invoice:

(a)The setup fee is non-refundable by CitadelAero (see section 4).

(b)The first subscription payment is non-refundable by CitadelAero; cancellation takes effect at the end of the billing period.

(c)Paddle's discretionary 14-day window applies from the date your first invoice is paid, for both the setup fee and the first subscription payment. You may contact Paddle within this window to request a discretionary refund, though approval is not guaranteed.

How to request a refund through Paddle: Use the "View receipt" or "Manage subscription" link in your transaction confirmation email, or visit paddle.net. CitadelAero cannot process refunds on the payment transaction — all payment refund requests must go to Paddle directly. CitadelAero support can provide transaction details to assist your request.

7. Statutory rights

7.1 CitadelAero sells exclusively to businesses. Statutory consumer withdrawal rights (such as the 14-day right under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU consumer law) apply to consumers and generally do not apply to business-to-business transactions.

7.2 However, Paddle's Refund Policy takes a customer-friendly approach and applies its statutory withdrawal provisions broadly. Specifically:

(a)Paddle's 14-day discretionary window (section 7 of Paddle's Refund Policy) applies to all customers, including businesses.

(b)Where a transaction involves a customer who may qualify as a consumer under applicable law, statutory withdrawal rights will apply as required by law, administered by Paddle.

7.3 Nothing in this policy limits or excludes any mandatory statutory rights you may have under applicable law. If local law provides you with additional or non-waivable rights, those rights will apply.

8. Refunds for technical or service failures

8.1 If you experience a persistent material technical failure that prevents you from accessing the core features of the Service as described, you should:

(a)contact CitadelAero support first at sales@citadelaero.com, providing details of the issue;

(b)allow CitadelAero a reasonable period (not less than 5 business days) to investigate and resolve the issue; and

(c)if the issue cannot be resolved, contact Paddle's support team at paddle.net, providing details of the issue and CitadelAero's response.

8.2 Where there is evidence of a material technical or product defect, Paddle may issue a refund in accordance with applicable consumer protection laws (section 4 of Paddle's Refund Policy). CitadelAero will cooperate fully with Paddle in any such investigation.

8.3 Planned maintenance, temporary unavailability, or issues caused by the customer's own systems, connectivity, or configuration do not constitute material service failures for the purposes of this clause.

9. What happens when a refund is issued

9.1 Access to the Service. Where a refund is issued by Paddle (whether discretionary, statutory, or for a technical defect), access to the CitadelAero platform associated with that subscription will be suspended or terminated in accordance with Paddle's policy. CitadelAero is not obliged to maintain access following a refund.

9.2 Data retention. Following termination of a subscription (including where termination results from a refund), CitadelAero will retain the customer's data for 30 days in accordance with the SaaS Subscription Agreement. During this period, the customer may request a data export. After 30 days, all customer data will be permanently deleted.

9.3 Re-subscription. If you wish to re-subscribe after a refund has been issued, you may do so by purchasing a new subscription at citadelaero.com. Setup fees will apply to any new subscription in the ordinary course.

9.4 No precedent. A refund granted in one case — whether by CitadelAero or by Paddle — does not create any obligation or precedent for refunds in future cases.

10. How to request a refund or cancel your subscription

Cancellation (to prevent future billing)

To cancel your subscription and prevent future charges:

(a)log into the CitadelAero platform and navigate to Settings → Billing; or

(b)email sales@citadelaero.com with your account details and cancellation request.

Cancellation takes effect at the end of your current billing period (monthly or annual). You retain full access until that date. Cancellation does not automatically trigger a refund.

Refund requests — via Paddle

All refund requests on the payment transaction must be made directly to Paddle:

(a)use the "View receipt" or "Manage subscription" link in your transaction confirmation email;

(b)visit paddle.net and select "Request refund"; or

(c)contact Paddle support via the link in your receipt.

CitadelAero cannot process payment refunds directly. If you contact CitadelAero about a refund, we will provide Paddle with relevant account and transaction information to support your request.

Refund requests — exceptional circumstances

If you believe you have grounds for a refund beyond Paddle's standard windows — for example, due to billing error, duplicate charge, or material service failure — contact CitadelAero at sales@citadelaero.com in the first instance. We will investigate and, where appropriate, work with Paddle to arrange a resolution.

11. Chargebacks and payment disputes

11.1 We encourage you to contact CitadelAero and/or Paddle directly before initiating a chargeback or payment dispute with your bank or card issuer. Most issues can be resolved more quickly through direct contact.

11.2 If you initiate a chargeback or payment reversal, access to the Service may be suspended while the dispute is reviewed. This is in accordance with section 6.2 of Paddle's Refund Policy.

11.3 Initiating a chargeback does not affect your lawful rights to dispute a charge under card-scheme or applicable consumer-protection rules. However, where a chargeback is found to be without valid grounds, CitadelAero reserves the right to terminate the customer's account.

12. Changes to this policy

We may update this Refund Policy from time to time to reflect changes in our commercial terms, Paddle's policy, or applicable law. The version of this policy in effect at the time of your transaction governs that transaction. Material changes will be notified to existing customers by email. The current version of this policy is always available on our website.

13. Contact

For questions about this Refund Policy or your subscription:

CitadelAero support: sales@citadelaero.com
Billing and payment queries (Paddle): paddle.net
Website: citadelaero.com