Refund policy

The thirty days is the policy

Most software sells you a month and then argues about whether you used it. SquawkShop gives you thirty days of the whole product, on your own aircraft, with your own records in it, and asks for no card number to start.

That is deliberate, and it is why the rest of this page is short. By the time you pay us anything you have already run real inspections through it. Nobody should be asking for their money back because the software turned out not to be what they thought it was — you will have known that on day four.

If you do nothing at the end of the thirty days, nothing is charged then and nothing is charged later.

Paying monthly

Cancel at any time, from the billing page or by writing to support@squawkshop.aero. You keep the service to the end of the month you have already paid for, and it does not renew.

We do not refund part of a month. You had the software for it. If you cancel on the 3rd you still have it until the 30th, so there is nothing sitting unused.

The one exception is clause 4 — a charge that should not have happened at all.

Paying by the year

This is where a refund policy actually matters, because a year is real money paid a long way ahead.

• Within 30 days of the annual charge: tell us and we refund the whole thing. No reason needed and none asked for.
• After 30 days: the year is not refundable. You keep the service for the whole of the year you paid for, and it does not renew if you cancel.

Thirty days on top of the thirty-day trial means you have had the software for two months, on your own aircraft, before the money stops being returnable. That is the window, and it is the whole of it.

Outside that window we can still choose to refund somebody, and sometimes we will. It is a decision, not a right, and nothing on this page should be read as promising it.

Refunds are calculated from the date you tell us, not the date we get round to it.

Charges that should not have happened

Refunded in full, and quickly. This is not a grudging list.

• Charged after you cancelled.
• Charged twice for the same month.
• Billed for people who are not in your shop — somebody left and the seat count did not come down.
• Charged the wrong plan, or charged more than the pricing rule on our own pricing page says you owe.
• A card you did not authorise. Tell us and tell your bank; we will refund and help you work out how it happened.

If you think the amount is wrong, write before you dispute it with the card company. A chargeback costs us $20 whichever way it goes and takes weeks; an email takes a day and gets you the same money.

What we do not refund

• A month you have already had. See clause 2.
• An annual charge more than 30 days old. See clause 3.
• Not having used it. The thirty days exist so that this is never the reason.
• A subscription ended for breaking clause 9 of the terms — falsifying records, attacking the service, reselling access. That is the one case where the money stays with us.

And an honest note: we cannot refund what we were never paid. If a dispute has already been raised with your card company, the money is in that process and we have to wait for it to finish.

How to ask, and how long it takes

Write to support@squawkshop.aero with the email on the account and roughly what happened. There is no form.

• We answer within 2 business days. One person, in Texas; if he is under an aeroplane it may be the evening.
• Approved refunds are sent within 5 business days and go back to the card that paid, because that is the only place a card refund can go.
• Your bank then takes 5 to 10 business days to show it. That part is not ours and we cannot speed it up.

Who actually takes the money

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Your card statement shows Paddle, not SquawkShop, and Paddle collects any sales tax or VAT.

Two things follow that are worth knowing:

• Paddle can refund independently of us. Under its own buyer terms Paddle may, at its discretion, refund a transaction requested within 14 days. It does not need our agreement to do it.
• Where its rules and ours differ, the more generous one wins. This page is deliberately wider than Paddle's 14 days, and if your local consumer law gives you more than either, that law wins.

You can raise a request with either of us. Coming to us first is usually faster, and we will not send you round in a circle.

Your records when you leave

Take the export first. Every job comes out as a single file with the photographs inside it, and it works after you stop paying — but do it while you are thinking about it rather than in a year when you need it for a pre-buy.

Your records stay on our servers for 60 days after a subscription ends, so a change of mind costs nothing. After that they are deleted on the schedule in the privacy policy, which explains the one thing we will not simply erase on request: a completed maintenance record that an aircraft owner is legally obliged to keep.

Your statutory rights

Nothing on this page takes away a right you have under the law where you are. If consumer protection law in your state or country gives you a right to cancel or to a refund that is better than what is written here, you have that right and this page does not narrow it.