Effective date: 7 August 2026 · Last reviewed: 24 July 2026
1. Compatibility guarantee
Contact support within 14 days of purchase if Pilot Journey cannot be installed, activated or connected on a setup listed as fully supported. We will make a reasonable attempt to troubleshoot the problem. If we cannot make the supported setup work, you may request a refund.
2. Information needed
Include the purchase email, order reference, simulator version, operating system, connection mode and the relevant error or diagnostic information. Never send passwords, full payment-card details or unrelated personal files.
3. Situations normally outside the guarantee
- Xbox or PlayStation 5 support, which is planned for a future update and is not available in the current version.
- An unsupported operating system or simulator version.
- Features clearly described as manual, planned or unavailable before purchase.
- Licence sharing, abuse, fraud or violation of the EULA.
- A change of mind after substantial use, where applicable consumer law permits that exclusion.
4. Statutory rights
This policy does not limit mandatory consumer rights. Digital-content withdrawal rules differ by location and may depend on the consent presented during checkout before immediate download begins.
5. Processing
Paddle acts as merchant of record and returns approved refunds to the original payment method. Bank or card processing times may apply after approval. An approved refund also switches off the licence key issued for that purchase.
6. Request a refund
Email support@pilotjourney.app with the subject “Refund request”, or use the contact form and choose “Purchase and licence”.
Beren Software
Sole proprietorship (eenmanszaak) of Youri Berentsen
Chamber of Commerce (KvK) 89646118
Amsterdam, The Netherlands
support@pilotjourney.app