Privacy policy

Version 1.0.0 | 30 October 2026

Effective date: 30 October 2026.

Who we are

SoFly Ltd is responsible for the personal information described in this policy.

Company number: 12352152. Registered office: Newminster House, 27-29 Baldwin Street, Bristol, England, BS1 1LT. Privacy contact: privacy@sofly.io.

This policy covers SoFly websites, the store, SoFly Accounts, the desktop app, connected products, support, purchase verification, Social Club and our other services. Additional privacy information may apply to particular products or activities. We will provide it before collecting information for a new purpose.

Our services are intended for people aged 16 and over.

Information we collect

Depending on the services you use, we may collect:

• Account information: your name, email address, account identifiers, authentication records, preferences and linked services.
• Profile information: contact and billing details you provide, and optional details such as a Microsoft or Xbox gamertag or account email used to help review purchase evidence.
• Purchase information: products purchased, order references, prices, currencies, taxes, transaction status, refunds, verified ownership and evidence submitted through our Order Transfer service.
• Device and product information: linked device identifiers, app and simulator versions, supported installed products and versions, installation or download events, connection status and diagnostic information.
• Support information: messages, screenshots, images, videos, attachments, diagnostic logs and feedback you send us, including refund requests submitted through support tickets.
• Service activity: sign-ins, IP addresses, security events, downloads, account changes and interactions needed to operate and protect our services.
• Marketing information: Social Club membership, wishlists, communication preferences, consent records and, where you permit it, browsing activity, marketing-email interactions and advertising identifiers.
• Other information you submit: for example, a press application, beta application or product configuration stored through an available cloud feature.

We receive information directly from you, automatically through the services you use, and from providers such as Shopify, payment services and retailers where necessary to fulfil or verify your purchase.

Payment providers process payment credentials under their own privacy information. Purchase and transaction records may also be supplied to SoFly.

Simulator connections

We do not currently collect flight information such as your simulated position, route, aircraft activity or flight history.

Connecting a product or desktop installation may provide technical information needed to identify the connection, show installed products, deliver updates and provide support. Installation detection does not itself prove ownership.

Desktop folder paths used to find simulator, installation or backup locations remain on your device unless you choose to include them in a support submission.

If a future product collects flight information or provides features such as flight sharing, we will explain its collection, purposes, controls and retention separately before you use it.

Why we use information

We use information to create and manage accounts, supply purchases, verify ownership and provide requested features on the basis of performing our contract with you, or taking steps you request before entering it.

We provide support, review purchase evidence and handle refund requests to perform our contract. Where applicable, we also rely on our legitimate interests in resolving enquiries and preventing misuse.

We rely on our legitimate interests in operating secure and reliable services to protect accounts, investigate fraud, maintain security and diagnose service problems. We consider the effect on your rights and expectations. You may object to processing based on legitimate interests.

We maintain accounting, tax and legally required records to meet legal obligations. Where retention goes beyond a statutory requirement, we rely on an applicable legitimate interest and assess whether continued retention is necessary.

We rely on your consent to send Social Club marketing emails, personalise marketing using your interests or activity, and use optional advertising technologies, audiences and marketing measurement where required.

We record and honour privacy choices, handle complaints and establish or defend legal claims on the basis of legal obligations and applicable legitimate interests.

Information needed to supply a purchase or requested feature is necessary for that service. Without it, we may be unable to fulfil your request. Optional marketing choices do not affect access to purchased products.

Social Club and marketing

Social Club is SoFly's free email community. When you choose to join, you subscribe to the types of emails described at sign-up, including SoFly news, offers, invitations and relevant wishlist notifications.

We keep receiving Social Club marketing emails separate from personalising recommendations and offers, optional email engagement tracking, and advertising tracking and audience matching.

Personalisation may use purchases, wishlists, product interests and, where separately permitted, store browsing and supported installation information. We do not use flight information for marketing because we do not currently collect it.

Where enabled with your permission, email measurement may record interactions such as opens and clicks. These signals are estimates and do not reliably establish whether someone read a message.

With the relevant permission, we may work with Meta, Google and Microsoft to show or measure advertising and create advertising audiences. This may involve sharing identifiers, such as an email address transformed into a matching identifier, and permitted interaction information. These providers may match that information with their own users. Transforming an identifier does not necessarily make it anonymous.

You can withdraw optional permissions through the relevant account, email or privacy controls. Marketing emails include an unsubscribe option. Withdrawal does not affect processing already carried out lawfully.

Unsubscribing from marketing does not stop essential messages such as security notices, receipts, requested support replies or information necessary to use your purchase. We do not use essential messages to bypass your marketing choices.

Cookies and similar technologies

We use technologies necessary for functions such as signing in, security, remembering privacy choices and checkout.

Optional analytics, advertising and tracking technologies operate according to the choices presented in our privacy controls. You can reject optional technologies and change your choice later.

Joining Social Club or accepting the User Terms does not automatically enable optional tracking. Our cookie information identifies the technologies, providers, purposes and lifetimes used on the relevant service.

AI and approved knowledge

OpenAI may process approved SoFly knowledge only. We do not send customer messages, ticket conversations, diagnostic reports, images, receipts or other customer uploads to OpenAI. Customer content is reviewed by our team using the systems needed to provide the service.

Any AI assistance based on approved knowledge remains subject to staff review before it is used for an individual enquiry. Ownership, product access and refund decisions receive manual review.

Please avoid including passwords, full payment-card details or unrelated sensitive information in messages and uploads.

Who receives information

We share relevant information with providers needed to operate our services, including:

• Shopify and payment providers for commerce and transaction processing.
• Hosting, infrastructure, storage and delivery providers, including Cloudways and Bunny.
• Mailgun for email delivery.
• Meta, Google and Microsoft when the relevant advertising permissions apply.
• Professional advisers, authorities or other recipients where necessary to meet legal obligations or establish, exercise or defend legal claims.

Product developers or retailers may receive information necessary to investigate a product issue or verify a purchase, where applicable. Any broader sharing for their own marketing requires an appropriate separate basis and notice.

Providers may act on our instructions or have their own responsibilities for particular processing. We restrict access according to the purpose.

International processing

Some providers may process information outside the UK or the country where you live.

Where required, we use recognised transfer safeguards, such as an applicable adequacy decision or approved contractual protections, together with any necessary supplementary measures. You can contact privacy@sofly.io for information about safeguards relevant to your information.

Retention and deletion

We keep personal information for as long as needed for the purpose described, subject to the following rules:

• Purchase and associated accounting/tax records: ten years from the purchase date, limited to the records needed for those purposes.
• Consented store-browsing activity: up to 90 days, or earlier where the relevant control requires deletion.
• Account, support, connection and other service records: while needed to provide the service, maintain security or resolve the matter, according to our retention schedule.
• Account deletion: we remove information covered by an accepted deletion request within 30 days, except for information we have a lawful reason to retain.

Exceptions may include necessary accounting records, active disputes, legal obligations and minimal records needed to honour an unsubscribe or prevent improper account recreation. Retained records are restricted to their continuing purpose and are not used to restore a deleted library or resume marketing.

Backups expire within a maximum of 30 days. Information covered by an accepted deletion request is removed from applicable provider systems within 30 days, subject to the lawful retention exceptions above. If a backup is restored before expiry, deletion requests are reapplied before the restored information returns to active use.

Account deletion permanently removes your SoFly account, library access and future downloads. We cannot restore your products or downloads to a new account after deletion. This does not remove statutory consumer rights.

Your rights

Depending on applicable law, you may request access, correction, erasure, restriction or a portable copy of relevant information. You may also object to certain processing and withdraw consent.

You have the right to object to direct marketing, including related profiling.

Contact privacy@sofly.io. We may need proportionate information to verify your identity. We normally respond within one calendar month, subject to extensions or other provisions permitted by law.

You can complain to the UK Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or your relevant local data protection authority. You do not have to contact us first.

Changes

We update this policy when our processing changes. We will provide appropriate notice of material changes and obtain fresh permission where required. Publishing an updated policy does not itself create consent for a new marketing purpose.