Refund Policy

REFUND POLICY
SimFly Pte. Ltd. – Last updated: 30 May 2026

This Refund Policy explains when and how SimFly Pte. Ltd. (“SimFly”, “we”, “our”) will issue refunds for purchases made through shop.simfly.io, simfly.io, or any other SimFly Service (the “Store”). It forms part of the Terms and Conditions.

1 SCOPE OF POLICY

This Policy applies to digital items sold directly by SimFly, including pilot licenses, aircraft, airports, subscriptions and other in‑game assets (collectively, “Assets”). It does not apply to:

• assets purchased or traded on the user‑to‑user marketplace;
• PAX Tokens;
• any goods or services sold by third parties.

2 ACTIVATION & REFUNDABILITY

2.1 Activation Required. After purchase, an Asset must be activated in your account before it can be used in the game. Activation is a one‑click, irreversible process that permanently links the Asset to your account, updates the global ledger and enables associated timers or earning mechanics.

2.2 No Refund After Activation. Once an Asset is activated it is considered “used” and is no longer eligible for a refund under any circumstance. Reversing activation would require extensive manual work and system rebalancing that far exceeds the average value of the Asset.

2.3 Pre‑Activation Cooling‑Off. If you change your mind before activation, you may request a refund within seven (7) calendar days of purchase. After the earlier of activation or expiry of this seven‑day window the sale becomes final.

3 OTHER ELIGIBLE CASES

Refunds may also be granted—regardless of activation status—only in the following situations:
(a) Technical Failure. The Asset cannot be delivered or used due to a proven error on SimFly’s side.
(b) Duplicate Transaction. The exact same order was processed twice in error (e.g., two identical payments in the same checkout). Intentional purchases of multiple identical assets are not refundable.
(c) Fraudulent Purchase. The transaction resulted from unauthorized use of your payment method, as confirmed by SimFly’s fraud team.

4 RESALE VIA MARKETPLACE

If you no longer wish to keep an activated Asset, you may list it for sale in the user marketplace. The resale proceeds will be paid to you according to the rules in Section 5 of the Terms and Conditions. This is the only official way to monetise an unwanted activated Asset.

5 HOW TO REQUEST A REFUND

5.1 Submit a ticket via the Support Centre or email info+payments@simfly.io within the time limits specified. Include:
• order number and date;
• asset name(s);
• your SimFly username;
• reason for the request; and
• any supporting evidence.

5.2 SimFly may request additional documentation. We typically resolve refund requests within fourteen (14) business days of receiving complete information.

6 OUTCOME AND PAYMENT METHOD

Approved refunds are credited to the original payment method in USD. Where that is impossible (e.g., an expired card) we will arrange an alternative method at our discretion. Refunds cover only the amount actually paid and exclude currency‑conversion charges or bank fees.

6.1 Fiat Wallet Funds Reserved During Checkout

When Fiat Wallet funds are used during checkout, the selected amount may be temporarily reserved and deducted from the available Fiat Wallet balance while the transaction remains pending.

Such temporary reservation does not constitute a completed purchase, completed payment, or withdrawal.

If the transaction is completed successfully, the reserved amount will be applied to the purchase.

If the transaction is cancelled, abandoned, expires, or the Fiat Wallet allocation is removed from the checkout, the reserved funds will become available again in the User’s Fiat Wallet balance.

Temporary Fiat Wallet reservations made during checkout are not considered completed transactions and therefore do not constitute a refund under this Refund Policy.

7 SUBSCRIPTION CANCELLATIONS

Premium Membership subscriptions can be cancelled at any time via your account settings; you will retain benefits until the end of the current billing cycle. No partial or prorated refunds are provided except where mandated by law.

8 LIMITATIONS

• Marketplace Trades. All user‑to‑user transactions are final; SimFly does not mediate or refund marketplace disputes.
• PAX Tokens. Purchases of PAX Tokens are non‑refundable once delivered.
• Abuse. Users suspected of refund abuse may have refund privileges suspended or accounts terminated.

9 Mission Entry Fees and Competition Attempts

Entry fees paid to participate in SimFly missions, events, competitions, or special challenges, including but not limited to Touch & Win missions, are non-refundable once the user starts or attempts to start the mission.

No refund will be granted in cases including, but not limited to: interrupted flights, simulator crashes, connection loss, SimFly Client closure, incomplete or invalid flight data, user error, failure to meet mission requirements, penalties, disqualification, or any attempt not included in the final ranking.

The official mission result, score, ranking status, and reward eligibility are determined exclusively by SimFly’s internal systems and proprietary analyzer. Third-party tools, plugins, or external calculations cannot be used as a basis for refund requests, disputes, or compensation.

By confirming participation, the user expressly acknowledges and accepts that all mission results, validations, penalties, rankings, and reward calculations are determined exclusively by SimFly systems and are final.

10 AMENDMENTS

SimFly may revise this Policy at any time. Updated versions take effect upon publication. Material changes will be announced via email or in‑platform notice.

11 GOVERNING LAW

This Policy is governed by the laws of the Republic of Singapore. Any dispute shall be subject to the exclusive jurisdiction of the Singapore courts.