Refund Policy for SimFly

Effective date: 19^st September 2024

This Refund Policy outlines the circumstances under which SimFly Pte. Ltd. (“SimFly”) will offer refunds to its users. Given the digital nature of our products and services, including digital assets such as pilot licenses, airplanes, and airports represented as game assets and PAX Tokens, our refund policy is designed to be fair while acknowledging the unique aspects of digital asset transactions.

Scope

This policy applies to all purchases made on the SimFly website (https://simfly.io/) and the SimFly online shop (https://shop.simfly.io/).

Eligibility for Refund

1. Digital Assets and Services: Due to the instantaneous delivery and irrevocable nature of digital assets, all sales of game assets and related services are final. However, exceptions are made under certain conditions outlined below.
2. Technical Issues: If a digital asset or service is not delivered or does not function as described due to a technical issue on our end, customers may be eligible for a refund.
3. Duplicate Transactions: In the event of a duplicate transaction caused by a technical error, the duplicate charge will be refunded.
4. Non-Activated Assets: Refunds are only available for non-activated assets. Once an asset has been activated by a user, it cannot be processed for a refund.

Refund Process

1. Request Submission: To initiate a refund request, customers must contact SimFly’s customer support within seven (7) days of purchase, providing the transaction details and a detailed explanation of the reason for the request.
2. Verification and Review: Our team will review the request and may require additional information or documentation. The review process typically takes up to fourteen (14) business days.
3. Approval or Rejection: Refund requests are approved or rejected at SimFly’s sole discretion, based on the eligibility criteria mentioned above. We aim to process approved refunds within thirty (30) days of approval.

Refund Method

Refunds will be processed using the original method of payment. If the original method of payment is no longer available, an alternative method will be arranged in consultation with the customer.

Limitations

1. Market Fluctuations: SimFly is not responsible for changes in the value of digital assets due to market fluctuations. Refund amounts will correspond to the original purchase price, not the current market value.
2. Third-Party Transactions: For transactions involving third parties, such as resales on other platforms, SimFly is not obligated to offer refunds as these transactions fall outside our control.

Dispute Resolution

1. Dispute Initiation: In case of a disagreement regarding a refund decision, customers are encouraged to contact SimFly’s customer support to seek a resolution.
2. Escalation Process: If the dispute cannot be resolved through customer support, customers may escalate the issue to SimFly’s management for further review. This escalation must be made within fifteen (15) days of the original refund decision.

Changes to the Refund Policy

1. Policy Updates: SimFly reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website.
2. Notification of Changes: Although we will endeavor to inform users of significant changes to the policy, it is the responsibility of the user to review the Refund Policy periodically to be aware of any changes.

Contact Information

1. Support Queries: For any queries related to refunds, customers can contact SimFly’s customer support via the contact information provided on the SimFly website.
2. Feedback and Suggestions: We welcome feedback and suggestions for improving our Refund Policy and encourage users to provide their input.

Miscellaneous

1. Regulatory Compliance: This Refund Policy is crafted in compliance with the laws and regulations of Singapore and is subject to the jurisdictional laws where our customers reside.
2. Interpretation and Jurisdiction: Any disputes arising out of this policy will be subject to the exclusive jurisdiction of the courts in Singapore. The terms used in this policy shall be interpreted as per the applicable laws and regulations.

Additional Information

1. Non-Refundable Items: Certain items or services may be explicitly marked as non-refundable at the time of purchase. These will not be eligible for refunds under any circumstances.
2. Cancellation of Services: In case of cancellation of a subscription or ongoing service, the refund will be prorated based on the usage till the time of cancellation.

Acknowledgement and Consent

By using the services of SimFly and engaging in transactions on our platforms, customers acknowledge that they have read, understood, and agree to be bound by this Refund Policy.