Terms of sale and website use

1. Who we are

This website and the SHD Sim products are operated by SHD Systems Ltd, a company registered in England and Wales under number 17003359, registered office 13 Old Hall Road, Norwich, NR13 5FA, United Kingdom. You can reach us at support@shd-sim.com.

2. Who you are buying from

Paddle.com Market Ltd acts as our merchant of record. When you buy a subscription, your contract of purchase is with Paddle, your invoice comes from Paddle, and Paddle collects and remits VAT, GST or sales tax in your jurisdiction. Paddle’s own terms apply to the payment transaction.

The licence to use the Software is granted by us, under the End User Licence Agreement. Support is provided by us.

3. Prices and tax

Prices are shown inclusive of VAT or equivalent sales tax. The figure on the pricing page is the figure that leaves your card in that currency. Tax is carved out of that amount according to where you are, rather than added to it.

We may change prices. An existing subscription keeps the price it was bought at for as long as it runs without interruption; a change affects renewals only after we have given you at least 30 days’ notice by email.

4. Subscriptions and renewal

Subscriptions renew automatically — monthly or annually, as chosen — until cancelled. We will email you before an annual renewal. Cancelling stops the next charge and leaves your access running to the end of the period you have already paid for. There is no notice period and no cancellation fee, and you can cancel from your account without contacting anybody.

5. Your right to cancel, and refunds

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. Where you ask for immediate access to digital content within that period, you may be asked to acknowledge that you lose the right to cancel once supply has begun — that is a requirement of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, not a term we invented.

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 and we will refund you. We would rather refund somebody than argue with them. Refunds are processed through Paddle to the original payment method.

The free tier exists so you can establish whether the software suits you before paying anything. We recommend using it.

6. Failed payments

If a payment fails we retry over a dunning window and email you. Your access continues throughout that window — the software is not switched off the day a card expires. If payment is not recovered, the subscription ends and the Software degrades to the free tier as described in the EULA.

7. Accounts

You are responsible for keeping your account credentials secure and for activity under your account. Tell us promptly at security@shd-sim.com if you believe it has been compromised. We offer two-factor authentication and we recommend enabling it.

You must give accurate registration information and keep it up to date, particularly your email address, because it is how we reach you about billing and security.

8. Acceptable use of this website and our services

You must not:

• Attempt to gain unauthorised access to any part of our systems or another account.
• Probe, scan or test the vulnerability of our systems without our written permission — but see our security page for how to report a vulnerability responsibly, which we welcome.
• Interfere with the service, including by placing unreasonable load on it, or by automated scraping that degrades it for others.
• Use the service for anything unlawful.

9. Availability

We aim to keep the website, account portal and licence validation service available, and we do not currently offer a contractual uptime guarantee or service credits. If you need one, talk to us about enterprise terms.

The desktop Software runs on your machine and does not need our servers to open or run a case, other than for periodic licence validation with the published offline grace period.

10. Suspension and termination

We may suspend or terminate access where there is a material breach of these terms or the EULA, where required by law, or where an account is being used to attack or abuse the service. Except in cases of serious or unlawful conduct, we will tell you what the problem is and give you a reasonable opportunity to put it right first.

11. Intellectual property in this website

The content of this website — text, layout, diagrams and branding — belongs to us or our licensors. You may read, print and share it. You may not present it as your own or use our name or logo in a way that implies endorsement.

12. Liability

Nothing here limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. If you are a consumer, your statutory rights are unaffected.

Subject to that, and to the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit or business, or loss or corruption of data; and our total liability in connection with these terms is limited to the greater of the fees you paid in the twelve months before the claim arose, or £100. Liability for the Software itself is governed by the EULA.

13. Complaints

Email support@shd-sim.com and tell us what has gone wrong. We will acknowledge it and tell you what we intend to do about it. For billing disputes you may also contact Paddle directly as merchant of record.

15. Changes

We may update these terms and will publish changes here with a new date. Material changes affecting existing subscriptions will be emailed to you before they take effect.

15. General

If any provision is found unenforceable, the rest continues to apply. A delay in enforcing a term is not a waiver of it. These terms are governed by the law of England and Wales, whose courts have exclusive jurisdiction; consumers keep the benefit of mandatory protections and courts of their own country of residence.