Refund Policy
PilotsGate operates an escrow-backed milestone payment model. Each installment is released to the Provider only after the corresponding training milestone is completed and approved. The refund matrix below applies to all line-training packages and is incorporated by reference into your Candidate contract.
Refund matrix
| Cancellation point | Refund to Candidate |
|---|---|
| Stage 1 paid · Candidate cancels before provider match | 0–25% |
| Stage 1 paid · We cannot place you with a vetted provider | 80–90% |
| Pre-contract · Candidate cancels before signature | 0–15% |
| Post-contract · Candidate cancels after signature | 0% (remaining installments waived) |
| Provider fails to deliver after Stage 2 | 85–95% (we recover from provider) |
| Training failure (sim/line check fail) | Per provider policy, 1:1 mirrored in your contract |
| Force majeure (war state, regulator block) | 100% |
How refunds are processed
- Refunds are issued via Paddle to the original payment method within 10 business days of approval.
- Currency conversion losses, if any, are not part of the refundable amount.
- Bank fees, SWIFT charges, and Paddle processing fees are non-refundable.
Disputes
Open a dispute via your dashboard. Our operations team responds within 48 hours. Unresolved disputes escalate to the dispute resolution mechanism specified in your Candidate contract (arbitration in Istanbul, London, or New York depending on the entity counterparty).
What this policy is not
This policy applies to PilotsGate-resold packages. If you contracted directly with a provider through a mediated path, that provider's refund policy applies and PilotsGate acts only as escrow agent for the funds held.