Refund and cancellation policy

The short version

Cancel whenever you like, from your account, with no notice period and no fee — you keep access until the end of the period you have paid for. If the software does not do what this website says it does, tell us within 30 days and we will refund you.

There is also a free tier with no time limit and no account required, so you can establish whether it suits you before paying anything. We would rather you used it than bought and asked for your money back.

Cancelling a subscription

Subscriptions renew automatically until cancelled. You can cancel at any time from your account — it is a button, not an email to somebody.

• Cancelling stops the next charge.
• Access continues to the end of the period you have already paid for.
• There is no notice period and no cancellation fee.
• When the subscription ends, the software degrades to the free tier. It still opens your existing cases and deletes nothing.

Your statutory right to cancel

If you are a consumer in the UK or EU, you have a statutory right to cancel a distance purchase within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where you ask for immediate access to digital content inside that period, you may be asked to acknowledge that you lose that right once supply has begun. That is a requirement of the regulations rather than a term we have invented, and your other statutory rights are unaffected.

Our refund policy

Beyond the statutory position, our practical policy is simpler: if the software does not do what this website says it does, tell us within 30 days of purchase and we will refund you in full.

We will also refund, as a matter of course:

• A duplicate or accidental purchase.
• A renewal you did not intend, where you tell us promptly and have not used the software in the new period.
• A charge that resulted from a fault of ours — a failed activation we could not fix, for example.

We do not normally refund a subscription period that has been used, or a purchase where the software works as described and you have changed your mind after the statutory period. If your situation is not covered here, ask anyway and explain it — we would rather resolve something than win an argument.

Consumer rights we cannot exclude

If you are a consumer, the Consumer Rights Act 2015 requires digital content to be of satisfactory quality, fit for purpose and as described. If it is not, you may be entitled to a repair, replacement or refund regardless of the periods above. Nothing on this page limits those rights.

How refunds are processed

Paddle.com Market Ltd is our merchant of record, so refunds are issued through Paddle to your original payment method. Any VAT or sales tax charged is refunded with it. Timing depends on your bank, and is typically a few working days after approval.

How to ask

Email support@shd-sim.com with the email address you purchased with. You do not need to justify a request made inside the statutory period. You may also contact Paddle directly as merchant of record.

Related: terms of sale · licence agreement