SERVICE TERMS

These Service Terms are also available in Finnish. The Finnish version is the authoritative version; in the event of any discrepancy, the Finnish text governs.

Parties and scope

Service provider: XLB Simulations Oy (Business ID 3510522-4, domicile Espoo).
Customer: the private individual purchasing an XLB Simulations product or service (hereinafter the “Customer”; in respect of membership, also the “Member”).

These Service Terms supplement the XLB Simulations simulator User Terms. The User Terms govern use of the simulator, and accepting them is a precondition for all use of the simulator. These Service Terms define the contents of the purchased product and the commercial terms around it.

These terms apply only to individual customers. Business and group customers and corporate events are agreed under separate agreements, which override these terms for that customer relationship.

In the event of conflict, the product-specific sections (§2–§5) apply with priority over the common sections (§6–§20). The Customer accepts the applicable Service Terms at the time of purchase before proceeding to payment.

1. Definitions and prices

Definitions: Hour = 60 minutes of simulator time. Intro = an introductory session run by an instructor. Sign-off = the self-service approval granted in connection with the intro (§2.6). Hour balance = the hours available to the Customer.

The prices, product contents, included hours and pack sizes in force at any given time are shown in the XLB Simulations service before purchase or before a booking is confirmed. By making a purchase or booking, the Customer accepts the price and contents shown at that moment. Prices for individual customers include value added tax.

These Service Terms apply to individual customers’ membership (§2), top-up hour packs (§3), other self-service arrangements (§4) and guided sessions (§5), as well as to all common sections §6–§20.

2. Membership

2.1 Contents

Membership grants the right to use the simulator in self-service and to buy top-up hour packs (§3). Membership includes:

• the number of simulator hours for the membership period as shown in the service,
• a guided intro, which does not consume the hours included in the membership, and
• self-service access after the intro and the sign-off (see User Terms §4).

Membership is available as an annual membership, and after the first year also as a monthly membership (§2.3).

2.2 Validity of hours

The hours included in the membership and any purchased hours do not expire for as long as the membership is valid, and accrued hours carry over to the next period. When the membership ends or lapses, any remaining hours lapse and are not refunded.

2.3 Renewal and continuation

The annual membership renews automatically for one year at a time. XLB Simulations reminds the Member of the renewal in good time before the period ends, and the Member may cancel the renewal or change the membership free of charge before the new period begins.

An automatically renewed annual membership may additionally be cancelled within 30 days of the charge for the new period. In that case the membership fee for the new period is refunded in full, less an amount corresponding to the simulator time used during the new period in accordance with the pricing shown in the service, and the membership ends immediately (any remaining hours lapse, §2.2).

After the first year, the Member may:

• continue as an annual member (automatic renewal), or
• switch to a monthly membership by separate election (recurring monthly charge), or
• cancel the membership (§2.5).

If the Member makes no election, the annual membership renews automatically. The contents and prices of the monthly and annual memberships are shown in the service.

2.4 Pause

XLB Simulations may, at its discretion, suspend a membership for a fixed period at the Member’s request in exceptional circumstances (for example, prolonged illness or a work assignment abroad). A pause is not a contractual right of the Member.

2.5 Ending the membership

The Member may terminate the membership at any time. The membership and hours remain valid until the end of the period already paid for, after which the membership lapses and any remaining hours lapse (§2.2). A period already paid for is not refunded (but see §2.3, §2.7 and §12).

2.6 Self-service sign-off

In connection with the intro, XLB Simulations assesses the Customer’s readiness for self-service use and, on that basis, grants the self-service sign-off. The assessment focuses on safe use of the simulator, leaving it in proper condition for the next user, and avoiding damage to the equipment — not on a general assessment of A320 flying skills. Self-service access is granted after the intro and the sign-off.

If self-service access cannot, for any reason, be granted, XLB Simulations is under no obligation to state the reasons for its decision, and the following applies:

• a) XLB Simulations may offer additional guided hours at a separately agreed price. The Customer is under no obligation to accept the offer.
• b) If additional guidance is not accepted or is not offered, XLB Simulations may terminate the contract and refund the membership price in full.
• c) If, even after additional guidance, self-service access still cannot be granted, the membership price is refunded in full; the price of separately purchased additional guided hours is not refunded, as they have been delivered as agreed.

2.7 Money-back guarantee (new members only)

A new member is offered a money-back guarantee:

• Applies only to the Customer’s first membership.
• Deadline: the refund request must be made within 48 hours of completing the intro.
• Refund amount: the price paid less a fixed intro fee shown in the service.
• Process: the refund is paid to the original payment method within 14 days. After the refund, the membership, self-service access and any remaining hours are cancelled.

The money-back guarantee is a voluntary benefit offered by XLB Simulations that supplements the consumer’s statutory right of withdrawal (§12).

3. Top-up hour packs

Top-up hour packs are available to members in various sizes. The pack sizes and prices are shown in the service.

• Top-up hour packs are available only while the membership is valid.
• Purchased hours are added to the hour balance and are subject to the validity terms in §2.2 (valid for the duration of the membership, lapse when the membership ends). No separate per-pack expiry applies.

4. Other self-service arrangements

XLB Simulations may separately agree with an individual customer on self-service use also on a basis other than membership. In that case the common sections of these terms (§6–§20) apply, and the price and terms of use are shown or agreed before use. Self-service access always requires the intro and the self-service sign-off (§2.6), and use draws on the hour balance or on use paid for at the time of booking (§6).

5. Guided session (one-off purchase)

A guided session is a fixed-price product, booked and paid for separately, in which flying takes place under an instructor’s guidance.

• Price and duration: shown at the time of booking.
• Payment: at the time of booking; the booking is confirmed after payment.
• Instructor: bookable only into available slots; an instructor is assigned automatically.

Cancellations are governed by §7.

6. Use and charging of hours

6.1 Booking and charging

• Bookings are made in blocks of at least one (1) hour and, above that, in 30-minute steps.
• The booked duration is charged from the hour balance regardless of whether the Customer leaves before the booking ends.
• Hours can be tracked through the booking system.

6.2 Order of charging

A booking is charged primarily from the existing hour balance. If the balance is insufficient, the shortfall is either paid at the time of booking or the balance is topped up with an hour pack, depending on the Customer’s product (§2–§4).

6.3 Credit for a technical fault

If a session is prevented or interrupted due to a fault or malfunction of the simulator, XLB Simulations returns the lost hours to the hour balance. In exceptional cases the credit may be handled as money to the original payment method.

7. Cancellation and changes to bookings

• Free cancellation: a booking may be cancelled free of charge within the cancellation period, i.e. at the latest 24 hours before the session starts (the “cancellation period”). Hours charged from the balance are returned to the balance; a payment made at the time of booking is refunded to the original payment method.
• Late cancellation or no-show: a cancellation made after the cancellation period, or a no-show, results in forfeiture of the hours or payment.
• Rescheduling: a booking may be moved to another time free of charge within the cancellation period.
• Booking cancelled by XLB Simulations: if XLB Simulations cancels a booking (e.g. for a technical reason), the hours are always returned or the payment refunded in full.

8. Guests and crew

The Customer may bring along at most two (2) guests to a booking.

• Each guest must accept the XLB Simulations User Terms before using the simulator.
• The Customer is responsible for their guests’ conduct as for their own and is responsible for ensuring that guests follow the operating and safety instructions.
• A session flown with a guest is charged from the Customer’s hour balance as normal.

9. Minor customers

A minor who has reached the age of 16 may be a Customer on the following conditions:

• The Customer’s guardian is a party to the contract and the payer, accepts these Service Terms and is responsible on the minor’s behalf for all payments and for any damage and liabilities that arise under these terms or the User Terms.
• The minor personally accepts the User Terms and completes the intro and receives the self-service sign-off as any other customer.
• After the sign-off, the minor may fly in self-service.

XLB Simulations may, at its discretion, impose additional conditions on a minor’s use to ensure safety.

10. Fair use and use restrictions

To safeguard fair access to bookings, XLB Simulations may set and, where necessary, change reasonable booking restrictions, such as a maximum number of simultaneously open future bookings and the length of the booking window. The restrictions in force are shown in the booking system. Simulator time may not be resold or used commercially without XLB Simulations’ permission.

The simulator is not approved for, and may not be used for, professional flight training or flight instruction.

11. Payment and billing

• Payment is made in the XLB Simulations online service (with Stripe as the payment service) at the time of purchase or booking.
• Prices for individual customers include value added tax. A receipt is provided for the purchase.
• The annual membership is charged as a one-time payment. The monthly membership is billed as a recurring monthly charge, for which the Member gives a payment authorisation, and continues until terminated (§2.5).
• Failed payment (monthly membership): payment is retried for approximately 14 days, during which access and hours remain available. If payment cannot be collected, the membership lapses and any remaining hours lapse (§2.2).
• Price changes: for the membership fee, the price of the period already paid for is protected; changes to the membership fee take effect no earlier than the start of the next period, and are notified at least 30 days in advance. Prices of other products, such as top-up hour packs and guided sessions, may change; the price shown in the service at the time of purchase applies to each purchase, and a change does not affect purchases already made.

12. Consumer right of withdrawal

A consumer customer has the right to withdraw from the distance-selling contract by notifying XLB Simulations within 14 days of the conclusion of the contract. The notice of withdrawal may be given informally, for example by email to contact@xlbsimulations.com, or by using the statutory model withdrawal form.

By purchasing the service, the Customer expressly requests that performance of the service (for example the intro or a booked session) may begin already during the withdrawal period. If the Customer withdraws from the contract after performance of the service has begun at their request, the Customer pays a reasonable amount for the service performed up to that point. There is no right of withdrawal if the service has, at the Customer’s request, been fully performed before the withdrawal period ends.

XLB Simulations refunds the payments made by the Customer, less the reasonable amount referred to above, within 14 days of receiving the notice of withdrawal, to the original payment method.

The XLB Simulations money-back guarantee (§2.7) supplements this right on a voluntary basis.

13. Content and data protection

• Personal data: XLB Simulations processes personal data in accordance with applicable data protection legislation. Privacy policy: www.xlbsimulations.com/privacy. By accepting these terms, the Customer confirms having reviewed it.
• Recording of content: XLB Simulations may record general photo and video material of the premises and sessions for marketing and service-development purposes. The Customer may opt out by notifying XLB Simulations.
• Identifiable material: using photo or video material in which the Customer is identifiable for marketing purposes requires the Customer’s separate, explicit consent.

14. Health and safety

Some users may experience nausea or dizziness in connection with using the simulator. The Customer uses the simulator at their own responsibility and is responsible for ensuring that they have no health impediment to its use.

The Customer must follow all instructions given for safety (User Terms §8).

15. Damage, limitation of liability and service availability

• Damage: the simulator equipment is insured by XLB Simulations. The Customer is liable for damage in accordance with User Terms §11.
• Limitation of liability: XLB Simulations is not liable for any indirect or consequential damage. XLB Simulations’ total liability is limited to no more than the amount the Customer has paid for the service during the 12 months preceding the damage. The limitation of liability does not apply to intent, gross negligence or personal injury.
• Service availability: use of the simulator may involve maintenance breaks and technical faults, and no availability guarantee is given for the service. If XLB Simulations cancels a booking due to maintenance or a fault, the hours are returned or the payment refunded (§7).
• Force majeure: XLB Simulations is not liable for delay or non-performance caused by an impediment beyond its control.
• Mandatory law: these terms do not limit the consumer’s rights under mandatory legislation.

16. Termination of the contract

A product-specific contract ends when:

• a) the membership is terminated or lapses (§2.5, §11), or
• b) all hours have been used and the membership is not valid, or
• c) the money-back guarantee is exercised (§2.7), or
• d) XLB Simulations terminates the contract on the basis of a refusal of self-service readiness (§2.6), or
• e) XLB Simulations restricts or removes the right of use due to a material breach of the terms. In that case, self-service access ceases and any remaining hours lapse.

17. Changes to the terms

These Service Terms may be updated. The Customer must accept the terms in force at the time of purchase and in connection with material changes.

18. Governing law and disputes

The contract is governed by Finnish law. Disputes are primarily sought to be resolved through negotiation. A consumer customer has the right to bring a dispute before the Consumer Disputes Board or the district court of their own domicile.

19. Other terms

• Transferability: the membership and hours are personal and may not be transferred to another person. However, a membership may be purchased as a gift; in that case the recipient accepts these terms and the User Terms before use.
• Group use: an hour balance is personal to one Customer. Friends may fly along as guests (§8) on the Customer’s hours, but no shared common balance is formed.
• Assignment of the contract: XLB Simulations may assign the contract in connection with a business arrangement.
• Invalidity of terms: if any term is found invalid, the remaining terms remain in force.
• Contact and complaints: contact@xlbsimulations.com.

20. Digital acceptance

The Customer accepts these Service Terms electronically in the XLB Simulations service before proceeding to payment. Digital acceptance is equivalent to a handwritten signature. The Customer’s identifying information, the time of acceptance and the technical log data related to the acceptance are stored and may be used to verify the existence and content of the contract.

Last updated: July 2026