Refund Policy

Last updated: 1 May 2026

Effective date: 1 May 2026

1. Who is offering this refund

This Refund Policy is published by Flare Simulations ("FLARE", "we"), the publisher of the FLARE software. Although your purchase is processed by Paddle as merchant of record, refund requests for FLARE should be sent to us — we coordinate the refund with Paddle and they return the funds to your original payment method.

2. The 14-day refund window

You may request a full refund of your FLARE purchase for any reason within fourteen (14) calendar days of the date your order is completed. The 14 days run from the moment your purchase is settled (you can see that timestamp in the receipt email Paddle sent you, or under Portal → Billing on the order's detail page).

"For any reason" means exactly that. You don't need to justify your request, demonstrate a defect, or prove anything. We don't ask why.

3. Statutory rights — EU and UK consumers

If you are a consumer (i.e. an individual buying outside of a trade, business, craft, or profession) and you are resident in the European Union, the European Economic Area, the United Kingdom, or another jurisdiction with equivalent consumer-protection laws, you have a statutory right to withdraw from the contract within 14 days of purchase under (as applicable) the EU Consumer Rights Directive (2011/83/EU), the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or the equivalent local law.

By purchasing FLARE — a digital product delivered immediately upon download — you may waive that statutory cancellation right when consenting at checkout in some jurisdictions. We will not enforce any such waiver during our 14-day window. Our policy in Section 2 is at least as favourable to you as the statutory position.

If your local law affords you a longer cooling-off period or refund rights inconsistent with this policy, those statutory rights apply and prevail over this policy.

4. How to request a refund

You can request a refund either way — both routes reach the same support queue, and we confirm receipt within one business day.

Option A — From your customer portal (recommended). Sign in, open Portal → Billing, click the order you want refunded, and use the Request a refund button. You'll be asked for a brief note describing the issue; that goes straight to our support team along with the order details. This option is available while your order is within the 14-day window.

Option B — By email. Email support@flaresim.io from the email address associated with your FLARE account, with:

• your order ID (FLARE order IDs look like FL-XXXXXX and appear on your receipt email and in your portal at Portal → Billing; the Paddle order number from their receipt also works);
• (optional) a brief note about why — useful feedback, but never a requirement.

You do not need to fill in any forms or use a special template. A plain-text email with the order ID is enough.

5. What happens after we accept the refund

1. We initiate the refund through Paddle. Paddle returns the full amount you paid (including any VAT or sales tax they collected) to your original payment method.
2. Funds typically land back on your card or account within 3 to 10 business days, depending on your bank and card network. Some banks take up to 30 days to display the credit; that's outside our control.
3. Your FLARE license is revoked at the moment we issue the refund. Any device currently activated against the license will lose access at its next online check-in (typically within minutes). The desktop application continues to function in a limited "demo" / "no license" state but features gated to a paid license become unavailable.
4. Your customer-portal account remains active. You can re-purchase at any time at the then-current price; doing so issues a brand-new license key.

6. After 14 days

Refund requests received more than 14 days after purchase are discretionary. We genuinely try to make these right — bugs, compatibility issues with new MSFS releases, or billing mistakes are almost always resolved one way or another. Reach out to support@flaresim.io and we will look at the request individually. We will not unreasonably refuse legitimate requests.

7. Exceptions

We may decline a refund or rescind a previously issued refund if:

• we have a reasonable, evidence-backed belief that the request is fraudulent (for example: the same payment method or device has previously been refunded and re-purchased multiple times in a short window, or the account shows signs of organised license-key abuse);
• the same buyer has previously been refunded for a FLARE purchase and is requesting another refund within 12 months of that prior refund;
• the purchase has been the subject of a chargeback initiated with your bank or card issuer (we will work with you and your bank to resolve those separately);
• the refund is prohibited or restricted by applicable law.

Where statutory consumer-protection law affords you a refund right that overrides this section, that statutory right prevails.

8. Chargebacks

If you have a problem with FLARE, please email us first — almost every issue can be solved by a refund or by helping you fix the underlying problem. If you initiate a chargeback with your card issuer without first contacting us, we lose the chance to make it right and we may suspend your customer account pending resolution. Once a chargeback is decided in your favour, the corresponding license is revoked the same way as an ordinary refund.

9. Disputed or duplicated charges

If you see a charge from "Paddle" or "FLARE" on your statement that you don't recognise, email support@flaresim.io with the date and amount. We will investigate jointly with Paddle and either refund a duplicate or explain the legitimate purchase that produced the charge.

10. Pricing changes after purchase

We do not retroactively refund or partially refund the difference if FLARE is later reduced in price (e.g. during a promotion). The price you paid at the time of purchase is the price you owed.

11. Contact

All refund requests, questions, or escalations:

• From the customer portal: Portal → Billing → (open the order) → Request a refund (within the 14-day window).
• Email: support@flaresim.io

For tax-receipt or invoice requests, you can also contact Paddle support directly via the receipt email they sent you.