Legal
Refund Policy
Version 2.1 · Last updated 19 August 2026How refunds work across all CitadelAero products and services. All payments are processed by Paddle.com Market Limited ("Paddle"), which acts as merchant of record, so two frameworks apply — this policy explains both.
1. Who this applies to
CitadelAero sells exclusively to businesses operating in the aviation sector. This policy applies to purchases made by an organisation, or by an individual acting for the purposes of their trade, business or profession.
We do not sell to consumers, and our products are not intended for personal use. Consumer cancellation rights therefore do not generally apply. Nothing in this policy removes a right you have as a consumer if, exceptionally, you have one — see section 6.
2. Two layers, and which one governs
Paddle is the merchant of record for every CitadelAero payment. It collects payment, issues the VAT invoice, and is the party to the payment transaction.
That means two frameworks apply:
- Our commercial policy — what you are entitled to as a matter of contract with us. This document.
- Paddle's Refund Policy — which governs the payment transaction itself, and includes a discretionary refund window on first payments.
Where the two overlap, Paddle's policy governs the transaction. Ours governs the commercial relationship.
In practice: contact us first at help@citadelaero.com. We will handle it with Paddle. You do not need to approach Paddle separately.
3. Summary
| Charge | Refundable? |
|---|---|
| Setup fees | No — in any circumstances |
| Annual subscription (SMS or AI) | No refund for the unused portion; access continues to the end of the period |
| Monthly subscription (SMS or AI) | No refund for the current month; cancel at the end of it |
| Regulatory AI seats added mid-term | Charged pro rata; not refundable if removed mid-term |
| Regulatory AI usage beyond the included allowance | No — consumed usage is not refundable |
| Professional Services already performed | No |
| Professional Services not yet performed | Yes — see section 8 |
| Duplicate or incorrect charge | Yes — always, in full |
| Sustained failure to deliver the service | Yes — see section 7 |
Sections 4 to 8 give the detail.
4. Setup fees
A setup fee pays for account configuration, environment provisioning and onboarding carried out at the start of a subscription. That work is done once, at the outset, and cannot be undone.
Setup fees are non-refundable in all circumstances, including cancellation, termination for convenience, and termination for breach.
Setup fees are waived entirely on annual billing for the Starter and Professional plans. On Enterprise plans the setup fee is quoted with the plan and is not waived on annual billing.
5. Subscription fees
There is no free-trial charge to refund. We do not run free trials. You can explore the full platform in our demonstration environment, which costs nothing and needs no payment card. You are charged only after you accept an order and we issue an invoice for it, so nobody is ever billed by surprise.
Annual subscriptions are paid in advance for twelve months and are non-refundable. If you cancel part-way through, you keep full access until the end of the paid period, and no refund is issued for the unused portion.
Monthly subscriptions may be cancelled at any time, taking effect at the end of the current billing month. You keep access until then. No refund is issued for the month in progress.
Regulatory AI seats. Seats added during a billing period are charged pro rata from the date they are added. Seats removed during a period are not refunded; the reduction takes effect at the next renewal. The three-seat minimum applies throughout.
Regulatory AI usage. Usage beyond the included allowance is charged for what has been consumed and is not refundable. You may set a usage cap to limit this in advance.
Additional regulation libraries are charged monthly and follow the same rule as the corresponding subscription.
6. Statutory rights and Paddle's window
Nothing in this policy affects any right you have under applicable law that cannot be excluded.
Paddle operates a discretionary refund window on first payments, generally 14 days. It is Paddle's policy and Paddle's discretion, not ours, and it is not a right we grant. If you have bought recently and something has gone wrong, tell us — we would rather solve the problem than argue about a window.
7. Where the service fails
If we cannot correct a material fault that prevents you using a product substantially as described, you may terminate the affected order and receive a pro-rata refund of prepaid fees for the unexpired period.
Where an availability commitment applies to your plan and we miss it, the remedy is in our Service Levels schedule — a termination right with a pro-rata refund, and service credits where your order form provides for them. Service credits are the exclusive financial remedy for missed availability.
Duplicate charges, incorrect amounts and billing errors are always refunded in full, promptly, without reference to any other part of this policy.
8. Professional Services
Fees for consultancy work already performed are not refundable.
Where an engagement is cancelled before the work is done, any amount paid in advance for work not yet performed is refunded, less reasonable costs already committed — for example non-refundable travel booked at your request.
A retained service, such as ongoing manual revision, may be ended in accordance with the notice period in the Statement of Work. Fees for the notice period remain payable.
9. How to request a refund or cancel
Email help@citadelaero.com with your organisation name, the invoice or order reference, and what you would like to happen.
We acknowledge within one business day and aim to resolve within five. Approved refunds are issued through Paddle to the original payment method, and typically take 5–10 business days to appear depending on your bank.
To cancel, tell us before the end of the current period. For annual plans, at least 30 days before renewal.
Your data is not deleted the moment you cancel. It is retained for 30 days, during which you can request an export, and then permanently deleted.
10. Chargebacks
Please contact us before raising a chargeback with your bank or card issuer. Almost every dispute is a billing error or a misunderstanding, and both are quicker to fix directly.
A chargeback raised without contacting us first may result in suspension of access pending resolution.
11. Changes to this policy
We may amend this policy to reflect changes in our products, Paddle's policy, or applicable law. The version in force when you purchased governs that purchase. Material changes are notified to existing customers by email.
12. Contact
- Refunds, cancellations and billing queries: help@citadelaero.com
- Paddle's own policy: paddle.net
© JLEC Limited t/a CitadelAero · citadelaero.com · Version 2.1