Refund and cancellation policy

This policy explains how the free trial, cancellation, withdrawal and refunds work for paid AviationMasters plans. It forms part of our Terms of use.

The service is operated by AviationMasters ("we", "us"). Contact: hello@aviationmasters.com

1. Who sells your subscription

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. When you subscribe, you buy from Paddle and the Paddle Buyer Terms and Paddle Refund Policy also apply. Nothing in this policy limits any right that Paddle gives you under those documents.

2. Plans and prices

Prices include VAT where applicable; the final amount is shown at checkout. Jobs are always free and do not need a paid plan. The Logbook is only available on a paid plan.

3. Free trial: try before you pay

• Every paid plan starts with a 30-day free trial.
• You need to enter a payment card to start the trial. Nothing is charged during the trial.
• If you cancel before the trial ends, you will never be charged.
• If you do not cancel, your subscription starts automatically when the trial ends and the price of the plan you chose (monthly or annual) is charged on that day, and then at the start of each new period.
• We will remind you before your trial ends (currently by an in-app notice shown during the last 3 days of your trial when you open the app).

The free trial is the way to find out whether AviationMasters is right for you. Please use it.

4. No refunds once charged

Because you can try the full service for 30 days for free, we do not give refunds once a payment has been taken. This applies to the first payment after the trial, to monthly and annual payments, and to renewals. We do not give partial or pro-rata refunds for unused time.

This does not affect the cases in section 7.

5. Cancelling

• You can cancel at any time, in your account (Settings → Plan → Manage subscription) or through the Paddle link in your receipt email or at paddle.net.
• Cancelling stops future payments. You keep access until the end of the period you have already paid for; after that your plan ends.
• Before your plan ends, export your logbook (CSV or full backup) if you want to keep it.
• We will remind you before your annual plan renews.

Changing plan. You can upgrade at any time (for example from Logbook only to the Full package). An upgrade applies straight away, and the price difference for the rest of the current period is shown and charged at that time. To move to a lower plan, contact us at hello@aviationmasters.com; the change takes effect at your next renewal.

6. Your 14-day right of withdrawal (EU consumers)

If you are a consumer in the EU, you have the right to withdraw from the contract within 14 days without giving any reason (Portuguese Decree-Law 24/2014, Articles 10 and 11).

• The contract is concluded when you start the free trial, so the 14-day withdrawal period runs from that day. You are told at that moment, before you confirm, that the trial becomes a paid subscription and how much it costs.
• If you withdraw within those 14 days, the contract ends and you will not be charged.
• Because the trial lasts 30 days, the withdrawal period has ended by the time of the first payment. In line with the case law of the Court of Justice of the EU (Case C-565/22, Sofatutor, 5 October 2023), you have one withdrawal right per subscription; the end of the trial and later renewals do not start a new one, as long as the terms you were told at the start do not change.
• When you start the trial, you ask us to give you access straight away and you acknowledge the effects on your right of withdrawal (Decree-Law 24/2014, Articles 15 and 17).

How to withdraw. Use the withdrawal option in the Paddle portal (link in your receipt email, or paddle.net), or send us a clear statement by email to hello@aviationmasters.com, for example using the form in the Annex (using the form is optional). If you withdraw online, we will send you an acknowledgement of receipt by email without delay. It is enough to send your statement before the 14 days end.

7. When you will get your money back

Even with the no-refund rule in section 4, you will get a refund in these cases:

1. Duplicate, wrong or unauthorised charges. If you were charged twice, charged the wrong amount, charged after you cancelled, or charged for a payment you did not authorise, we will refund the amount in full.
2. Faulty service. If the service is not in conformity with the contract, you have the rights given by Decree-Law 84/2021 on digital content and services: to have it brought into conformity, to a proportionate price reduction, or to end the contract with a refund, as the law provides. These rights cannot be excluded.
3. Where the law or Paddle requires it. Where mandatory law, or the Paddle Buyer Terms or Paddle Refund Policy, give you a right to a refund, or Paddle decides to grant one, that applies.

8. Chargebacks and payment disputes

Please contact us or Paddle before you dispute a charge with your bank or card issuer: it is usually faster. Paddle handles all payment disputes. While a dispute is open, access to your paid plan may be suspended. This does not limit your legal rights to dispute a charge.

9. How to contact us and timelines

• Billing, cancellation, refunds and withdrawal: through the Paddle link in your receipt email or at paddle.net, or by email to hello@aviationmasters.com. Please include the email used for the purchase and the order number shown on your Paddle receipt.
• We reply within 2 business days.
• Approved refunds are paid by Paddle to your original payment method, normally within 5 to 10 business days. Where you withdraw from the contract, any amount paid is refunded no later than 14 days after we receive your withdrawal (Decree-Law 24/2014, Article 12).

10. Complaints and disputes

If you are not satisfied with our answer, you can refer the dispute to CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, www.cniacc.pt (Portuguese Law 144/2015), or file a complaint in the Electronic Complaints Book (Livro de Reclamações Eletrónico), www.livroreclamacoes.pt. Governing law and courts are as set out in our Terms of use.

11. Your legal rights

Nothing in this policy limits your mandatory rights as a consumer under the law of Portugal or of the EU country where you live.

12. Changes to this policy

We may update this policy. The version in force when you started your subscription or last renewed applies to that payment. We will tell you about material changes in advance, by a notice on the site and, where we have your email, by email. We will tell you about any price change in the same way at least 30 days before it applies; if you do not agree you can cancel before it takes effect.

Annex – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

– To: AviationMasters, hello@aviationmasters.com

– I hereby give notice that I withdraw from my contract for the supply of the following service: AviationMasters subscription – plan: ______________

– Ordered on (date the free trial started): ______________

– Name of consumer: ______________

– Address of consumer: ______________

– Email used for the account and order number (optional, helps us find your subscription): ______________

– Signature of consumer (only if this form is sent on paper): ______________

– Date: ______________