When you can get your money back, when you can't, and how long it takes. The short version: digital content before delivery is refundable, after delivery mostly isn't, and commissions have their own rules.
Mission packs, guides and cosmetic items are refundable for 14 days if they haven't been delivered to your account. Once the content lands in your hangar, it's consumed and non-refundable, except where Australian Consumer Law requires otherwise.
If delivered content is faulty — a skin doesn't apply, a mission pack won't load — we fix it first. If we can't fix it within a reasonable time, you get a refund for that item.
Squadron Elite can be cancelled anytime and runs to the end of the paid month. We refund the current month's fee if you cancel within the first 48 hours of a billing cycle.
The Priority Support Plan never auto-renews, so there's nothing to cancel. The plan is refundable for 14 days after purchase provided no same-day ticket or health check has been used.
Custom work — liveries, private ops hosting, coaching — is refundable in full until work starts. For liveries that's when you approve the rough pass. For hosting it's five days before the window. For coaching it's when the session is booked.
After work starts, refunds are partial and proportional: we keep the cost of the work already done and return the rest.
The Collector's Steelbook can be returned unopened within 30 days for a full refund minus return postage. Opened steelbooks are refundable only if the goods are faulty or not as described.
Because each edition is serialized, a returned unit goes back into the pool at the same number. The Founders livery code deactivates when a unit is returned.
Email [email protected] with 'refund' in the subject, your order number and the account callsign. We respond within two business days and pay refunds to the original payment method.
PayPal refunds land same-day. Card refunds take 5 to 10 business days depending on your bank. Google Play purchases are refunded through Google's own process, which we initiate on our side immediately.
We don't refund for change of mind on delivered digital content, for tournament results that disappointed you, or for accounts banned for conduct violations.
Australian Consumer Law overrides everything above. If a product is faulty, you get the remedy the law gives you regardless of these time limits.
Reach the command post at [email protected].
