9 hours ago, turbomax said:

as long as a dev doesn't ignore international laws all is well. most follow the international laws re. customer rights. like Flight1, OrbX and many others. 

Not sure i care about what you say much, but thanks for reminding me of the name Flight1, havent heard that in years 😄 

I'm Brian.. the leader developer and founder of SayIntentions.AI.

First, I'm sorry you had a terrible experience. That's a bit unusual, though I do wish you'd reached out on Discord. I'm sure we could have helped you.

Most importantly, I'd like to make sure people are aware that our pilot portal has never been down for 2 days straight.. We experienced a brief outage yesterday (about an hour) and another brief outage today (about 3 hours), as we are scaling faster than we ever imagined. (Growing pains). However, these outages DID NOT affect the availability of the service for our customers. (Just the "pilot portal" where you can login to download things, manager your billing, etc.).  I apologize for the outage, and apologize even more that it happened at just the right moments for you, which I'm sure added to the stress.   (It's good to note that prior to that outage, our pilot portal retained a 99.998% uptime ratio).

Next, the pilot portal DOES provide the ability for you to delete your billing information, your personal information, and your entire flight history. You can delete everything we ever knew about you, with the exception of your actual billing meta-data (which we are required to keep, by law). We lead the industry in privacy from this standpoint. Nobody else provides these kinds of tools, and nobody else makes it this easy.  However, the data we hold for our customers are things like your flight history (maps show your path), as well as your com logs. Many people consider this information to be of significant benefit for "after action review" 

Finally, regarding the accusations here that we are "hiding".  I have nothing to hide, though I WOULD prefer not to dox myself by posting my home address and cell phone number. (Yes, this business is run out of a home. I quit my job to build this business, so this is where the LLC is).  We are based our of my house in Phoenix, Arizona. I suppose we should set up a PO box or something.  Keep in mind, we've been around for less than 3 months.

We comply with all GDPR laws as it relates to data privacy, not sharing data with unaffiliated third parties, giving users a button they can click to delete all of their data any time they want, and making it SIMPLE to cancel (seriously.. 2 clicks, and I made the method for doing so REALLY obvious).  I'm working on getting the other "checklist of items" in place for full compliance. But we're a brand new startup, with no "office" in Europe.

BUT YES... the cancelation and "delete my payment info" are (1) Very clear that we're going to charge you again. (2) extremely easy to find and use, and (3) you can cancel auto-renew the second you buy it. Lots of customers do that so that they remain in control of their own billing, but most prefer it to be automatic. 

Finally.. probably worth mentioning.. If this is the person I'm thinking of, they did send us an email a short time before posting this. Not knowing about this person, or this post ---   I (1) Found the charge from a few days ago that took him by surprise and refunded it.  (2) canceled auto-renew for his account.. (3) deleted his payment information from Stripe, and (4) I gave him a free month, because I felt bad about the trouble.  (Again, it's possible I've got the wrong guy here.. not sure).

Our philosophy on billing related matters is simple. (1) Make it EASY and OBVIOUS to be in control of their own billing. (You literally see the button every time you login, and it's in the center of the page). and (2) If a customer wants their money back, we give it to them. Make it right, and only then do we ask questions. And yes, this includes subscriptions that get renewed in situations where customers forgot to turn it off.  (I've been there too.. and this is ALWAYS the right thing to do for someone).

I won't be responding here on AVSIM. (I created an account specifically to reply to this post). But I'm happy to answer any questions on Discord.

 

Edited April 27, 20242 yr by SayIntentionsAI

And with that excellent explanation this would appear the time to close the discussion.