Refund and cancellation policy

This policy explains when LogClimb refunds money and what happens if you cancel. It is part of your client agreement, and if the two ever differ, the agreement wins.

Numbers in brackets point to sections of the Digital Files Agreement, or of the Upkeep Subscription Agreement where it is named.

Cancelling before work starts

If you cancel before we start converting your logbook, we refund your full deposit and, if you ask, delete your files. (12.2)

Cancelling after work starts

If you cancel after work has started, you pay only for the work completed up to that point, and we deliver the finished part to you. (12.2)

30-day guarantee on corrections

You have 30 days after delivery to review your logbook. If an entry doesn’t match the files you sent us, tell us and we correct it free of charge. After 30 days your logbook is considered accepted, and later corrections are billed as new work. (6.2)

Your final bill

Your quote is based on the number of entries you tell us about. Your final bill follows the actual number of entries we convert. If the actual count is more than 10% above the count on your quote, we ask for your approval before going ahead. (5.2)

Our current prices

Conversion is $0.25 per entry (one flight line), not including remarks (typing remarks is an optional $0.10 for each remark). Audited service adds $0.15 per entry for the first 1,000 entries, $0.10 for entries 1,001 to 3,000, and $0.08 above 3,000. The minimum order is $199 for Standard and $299 for Audited, or $99 and $149 for student pilot and CFI training logbooks. Rush is +50%, for orders under 1,500 entries. Monthly upkeep is $19 for up to 60 entries, $39 for up to 150, $9 for up to 30 entries for student pilots, or $29 for up to 150 entries for active CFIs, plus $0.25 for each extra entry. Texas clients pay 8.25% sales tax on 80% of the price. Quotes are valid for 30 days. (5.1, 5.2, 5.5; Upkeep Subscription Agreement 2.1)

Rush orders and delivery dates

Rush orders are delivered within 5 business days. If we deliver a rush order later than that, we refund the rush fee. Regular orders are delivered within 10 business days (under 1,500 entries) or 15 business days (1,500 or more). These are our latest dates, and many orders are finished sooner, depending on our workload. (2.4)

Errors we can’t fix

If we can’t correct an error you report within your 30-day review, we refund the fees for the affected entries. (6.5)

If we cancel

If we cancel an order before we start, we refund your full deposit. (12.2)

Free app reformat

If ForeFlight, LogTen, MyFlightbook or another app changes its import format and your file won’t import within 30 days of delivery, we reformat it once for free. (2.5)

Monthly upkeep

You can cancel monthly upkeep at any time online, in one step, with the cancel link in your sign-up confirmation and every monthly email, or by email. Your plan ends at the end of the month you cancel in, and you keep the service until then. A month that has already started or been delivered is not refundable, and we don’t refund part of a month, except where the law requires it. Any charge made for a month after your cancellation takes effect is refunded in full. A price increase applies only if you agree to it. If we end your plan, we refund any month you paid for in advance that we won’t serve. (Upkeep Subscription Agreement 2.6, 3.2, 3.3, 3.5)

Gift codes

A gift code can be used for any order, does not expire, and any amount left over stays on the code for a later order. Gift codes cannot be exchanged for cash, except where the law requires it. For example, in California a remaining balance under $10 is paid out in cash on request. A gift code is refunded only to the person who bought it. (15)

How to ask for a refund

Email us at [email protected] with your order reference. We answer within 2 business days and send approved refunds to your original payment method within 10 business days.