Refund policy.

1. The short version

All sales are final and non-refundable. StrataWx is delivered and unlocked the moment payment is taken, and from that point the purchase is complete. A refund is issued only in the limited circumstances set out in section 4, or where the law where you live requires one. Any other refund is at the sole and absolute discretion of StrataSim Designs LLC ("StrataSim", "we", "us"), and granting one to one customer never obliges us to grant one to another.

If you are buying from the EU, the EEA or the UK, the box you tick at checkout is also what ends your 14 day right to withdraw. Section 7 has the detail.

Talk to us before anything else. Nearly every refund request we have had turned out to be a setup problem we solved in one reply.

2. Why a download cannot be returned

StrataWx installs on your PC, and once it is installed we cannot take it back. We can revoke a licence key, but we cannot remove the program from your machine, confirm that no copy was kept, or recover the value of what was delivered. A digital licence is not a physical good, and there is nothing to return in the condition it was sold.

That is why the sale is final. It is not a judgement about any individual buyer; it is the only way a small studio can keep shipping free updates to everyone who paid.

3. What this policy applies to

This policy applies to every StrataWx licence, upgrade, cross-grade and bundle bought through this site, and forms part of our Terms of Sale. By completing a purchase you confirm that you have read it and accept it.

Licences bought through an authorised reseller or marketplace are governed by that reseller's terms and refund policy, not this one. Your contract of sale is with them, and refund requests go to them.

4. The only circumstances we will consider

A request will be considered only if it falls into one of the following cases. Each is reviewed individually against our own records of purchase, delivery and activation. Meeting a case makes a request eligible for review; it does not guarantee a refund.

• Duplicate charge. You were charged more than once for the same order.
• Unauthorised charge. The payment was made without your permission. We may ask for evidence and may suspend the licence while it is investigated.
• Never activated. You ask within 14 days of purchase, and our records show the licence key has never been activated on any machine. A single activation, for any length of time, ends eligibility under this case.
• Pre-order cancelled before delivery. See section 6.
• A fault we cannot fix. The software is faulty or not as described on a supported setup, and we have been unable to correct it after a reasonable opportunity to do so. See section 5.

5. Faulty or not as described

Where the law gives you rights because software is faulty or does not match its description, nothing in this policy takes those rights away. In most places those rights begin with the seller being given the chance to fix the problem first, and that is how we handle them. A refund, or a partial refund, is considered only if all of the following are true:

• The problem occurs on a supported setup: Windows x64 with MSFS 2024, MSFS 2020 or X-Plane 12, meeting the requirements published before you bought.
• You reported it through Support and gave us the information we reasonably asked for, including logs.
• We can reproduce it, or our records otherwise confirm it, and it is caused by StrataWx itself.
• We have had a reasonable opportunity to correct it, through support or an update, and have not been able to.

If the problem affects only part of what you bought, any remedy is limited to that part.

6. Pre-orders

A pre-order is charged when you place it and delivered at release. Nothing is downloaded in the meantime, so you can cancel a pre-order and be refunded in full at any point before it is delivered. Once it has been delivered, it is treated like any other purchase and the rest of this policy applies from that date.

7. EU, EEA and UK withdrawal rights

Buying at a distance in the EU, the EEA or the UK normally gives you 14 days to withdraw from the contract without giving a reason. The law carves out digital content that is delivered immediately, and StrataWx sits squarely in that carve-out: there is no sealed package to send back unopened, and the download is unlocked the moment you pay.

That carve-out only applies if you ask for it, which is what the tick box at checkout is for. Ticking it does two things: you expressly ask us to begin delivery straight away rather than wait out the 14 days, and you acknowledge that once delivery has begun the withdrawal right is gone. Accepting this refund policy is that acknowledgement, and we record it with your order.

The checkout does not continue without it, because we cannot hold your download for 14 days and hand it to you now at the same time. Pre-orders are the exception. Nothing is delivered until release, so no waiver is taken on one and the withdrawal right is untouched, as in section 6.

None of this affects your rights if the software is faulty or not as described. Those are separate, and they stand.

8. What is not grounds for a refund

Except where section 4 or the law says otherwise, none of the following is grounds for a refund:

• A change of mind, or no longer wanting or using the software.
• Buying without checking the published system requirements, or running it on hardware, an operating system or a simulator it does not support.
• Buying the wrong simulator's licence. We will move it to the right one instead (section 10).
• Conflicts with, or problems caused by, third-party software, add-ons, aircraft, mods, drivers, security tools or network configuration.
• Changes, updates or outages in a simulator or other third-party product or service, including Microsoft Flight Simulator, X-Plane and the weather data sources we rely on.
• A personal preference about how the weather looks or behaves, where the software is working as described.
• Features that were not advertised, or features announced as planned that have not shipped yet.
• A later price reduction, sale, discount or promotion.
• A licence suspended or revoked for breach of the Licence or the Terms, including sharing, reselling or tampering with a licence.
• A request made after the time limit that applied to it.

9. What happens when a refund is issued

A refund ends your licence. When it is issued, the licence key is revoked and your right to install or use StrataWx under that purchase ends. You must uninstall the software and delete every copy you hold. Any discount, bundle or upgrade price that depended on the refunded licence falls away with it.

Approved refunds go back to the original payment method only, normally within five to ten business days. We do not refund to a different card or account, or as credit.

10. What we do instead

• Bought the wrong simulator? We will move your licence to the right one at no charge.
• Cannot get it working? Support will work it with you properly, including reading your logs. The "upload logs to support" button in the app sends them for you.
• Missing something you expected? Tell us. Several shipped features exist because a buyer asked.

11. Chargebacks and payment disputes

Please contact us before disputing a charge with your bank or card issuer. Most problems are resolved faster that way. If a payment is disputed or reversed, we may suspend or revoke the licence for that order while the dispute is open, and permanently if it is decided against us. We will contest disputes we believe are unfounded, using our records of the order, your acceptance of this policy at checkout, delivery and activation. A licence revoked after a chargeback may be restored only once the full amount has been paid again.

12. Who takes the payment

Payments are processed by Polar, our merchant of record. They handle the card, the receipt and the sales tax. Nothing in this policy limits any right Polar has under its own terms. You do not need a Polar account to talk to us.

13. How to ask

Open a ticket through Support within the time limit that applies. Tell us what happened, which simulator you are on, the email address you bought with and your order number, and attach your logs if the app will open. A request that does not identify the order cannot be reviewed.

A human reads every one of these.

14. General

• Your statutory rights. Nothing in this policy excludes or limits any right you have under consumer protection law that cannot be excluded or limited by agreement. Where such a law applies to you, this policy applies only to the extent that law allows.
• Only written decisions count. A refund is approved only when Support confirms it in writing. Nothing said in Discord, on social media or anywhere else changes this policy or promises a refund.
• Severability. If any part of this policy is found unenforceable, that part is limited to the minimum extent necessary and the rest remains in full effect.
• Governing law. This policy is governed by the same law as the Terms, subject to your statutory rights.
• Changes. We may change this policy at any time. The version that applies to a purchase is the one published on the day that purchase was made.