Refund policy.

The short version

All sales are final. StrataWx is downloaded and unlocked the moment you pay, and from that point the purchase cannot be reversed. Refunds are issued only in the limited circumstances below, and only at the sole discretion of StrataSim Designs LLC.

That is the box you tick at checkout, and it is the only thing that box does.

What we do instead is fix it. Talk to us before you ask for your money back: nearly every refund request we have had turned out to be a setup problem we solved in one reply. We would much rather spend an hour getting StrataWx working on your machine than take your money and leave.

Why we cannot simply refund a download

This is worth saying plainly rather than hiding behind a clause. StrataWx installs on your PC and, once installed, we have no way to take it back. There is no remote kill switch, no way to reach into a machine and remove the program, and no way to un-download a file. A refunded copy is a working copy.

For a small studio that is not a rounding error, it is the whole product given away. So the sale being final is not us being difficult about a $29.99 licence: it is the only version of this that lets us keep shipping free updates to everyone who did pay.

Circumstances we will consider

These are the cases we do look at. They are considered individually and granted at our discretion; this list is not a promise and is not exhaustive.

• A duplicate charge, or a charge for a product you did not order.
• You have never downloaded or activated it. If you paid and the licence has never been used on any machine, there is nothing for us to take back, so ask.
• A pre-order you cancel before it is delivered. Nothing has been delivered, so nothing is at risk. See below.
• A charge you did not authorise. Tell us and tell your bank.
• Something has genuinely gone wrong that support cannot resolve. This is the one that gets weighed case by case, and the outcome depends on what we can establish together.

Faulty or not as described

Nothing on this page removes your rights where the software is faulty, or does not do what we said it does. Those rights exist in law in most places we sell and we are not trying to write around them. In practice our answer is the same either way: report it, we will work the problem with you, and if we genuinely cannot make StrataWx do what we advertised on a supported setup, we will make it right.

A supported setup means Windows x64 with MSFS 2024 or MSFS 2020. The requirements are published before you buy. If you are unsure whether your machine or your simulator qualifies, ask us first, because "it will not run on my PC" is not a fault in the software.

What we will do rather than refund

• Bought the wrong simulator? We will move your licence to the right one at no charge. You do not need to buy twice and you do not need a refund to fix it.
• Cannot get it working? Support will work it with you properly, including reading your logs. There is an "upload logs to support" button in the app that sends them for you.
• Missing something you expected? Tell us. Several shipped features exist because a buyer asked.

Pre-orders

A pre-order is charged when you place it and delivered at release. Nothing is downloaded in the meantime, so the reasoning above does not apply: you can cancel a pre-order and be refunded in full at any point before it is delivered. Once it has been delivered, the rest of this page applies from that date.

Who takes the payment

Payments are processed by Polar, our merchant of record. They handle the card, the receipt and the sales tax. Where a refund is approved it goes back to the original payment method, normally within five to ten business days. You do not need a Polar account to talk to us.

How to ask

Open a ticket through Support. Tell us what happened, which simulator you are on, and the email address you bought with, and attach your logs if the app will open. That is the fastest route to a real answer instead of a troubleshooting checklist.

A human reads every one of these.