1. Introduction
These Terms and Conditions (“Terms”) govern your use of the services provided by FlightRefund ApS (“FlightRefund”, “we”, “us”, or “our”) through our website at https://flightrefund.io.
By submitting a claim through our platform, you agree to be bound by these Terms. Please read them carefully before proceeding.
2. Who We Are
FlightRefund ApS is a claim management company registered under the laws of Denmark.
- Company name: FlightRefund ApS
- Registered address: Rådhusstræde 15, 1466 København K, Denmark
- Registration number: 46338839
- Email: legal@flightrefund.io
We specialise in pursuing flight compensation claims under EU Regulation (EC) No 261/2004 and equivalent national legislation on behalf of air passengers.
3. Our Services
FlightRefund provides the following services:
- Assessment of your entitlement to compensation under EU Regulation 261/2004
- Preparation and submission of a formal compensation claim letter to the airline
- Follow-up correspondence and negotiation with the airline on your behalf
- Escalation of unresolved claims to the relevant National Enforcement Body (NEB) where applicable
- Legal proceedings before the courts where expressly agreed in writing
Our services are provided on a no win, no fee basis as described in Section 4.
4. No Win, No Fee
Our fee structure
You pay nothing upfront. We only charge a fee if we successfully recover compensation for you. Our success fee is 15% of the total compensation recovered, inclusive of VAT. You keep the remaining 85%.
4.1 Example
If you are entitled to €600 under EU Regulation 261/2004, our fee is €90 (15%), and you receive €510 directly to your bank account.
4.2 What We Do Not Do
Important — please read carefully
- We do not automatically initiate court proceedings without your express written consent.
- Our standard service covers correspondence with the airline and escalation to the relevant NEB. If court proceedings become necessary, we will contact you separately to discuss next steps.
- We stop at the fogedret (enforcement court) stage. Legal proceedings beyond NEB escalation require a separate engagement and agreement.
- We do not guarantee success. Compensation is subject to the specific circumstances of your flight and the airline's response.
4.3 No Recovery
If we are unable to recover compensation for you — whether because the airline successfully invokes an extraordinary circumstances defence, or for any other reason — you owe us nothing.
5. What We Do and Do Not Do
We do:
- Act as your authorised representative in all communications with the airline and NEBs
- Prepare legally compliant demand letters citing the relevant articles of EU Regulation 261/2004
- Track your claim and keep you updated at every stage
- Escalate to the relevant NEB if the airline fails to respond within 14 days
We do not:
- Initiate court proceedings without your separate written consent
- Provide legal advice beyond the scope of EU261 compensation claims
- Guarantee a specific outcome or timeline
- Handle claims that fall outside the scope of EU Regulation 261/2004 or equivalent legislation
6. Your Obligations
By submitting a claim, you confirm and agree that:
- You were a passenger on the flight specified in your claim and have the right to claim compensation
- All information provided to us is accurate, complete, and truthful to the best of your knowledge
- You have not already submitted a claim for the same flight disruption with another company or directly with the airline
- You will promptly provide any additional documentation or information we reasonably request
- You will notify us immediately if you receive any direct communication or offer of compensation from the airline
- You grant us Power of Attorney (as set out in Section 7) to act on your behalf
7. Power of Attorney
By accepting these Terms, you grant FlightRefund ApS a limited Power of Attorney to act as your authorised representative for the purpose of pursuing your compensation claim. This includes the authority to:
- Correspond with the airline, its representatives, and relevant regulatory bodies on your behalf
- Submit formal claim letters and supporting documents
- Escalate your claim to the relevant National Enforcement Body
- Accept or reject settlement offers subject to your approval for offers below your full entitlement
This Power of Attorney is limited to the scope described above and does not authorise us to initiate court proceedings without your express written consent. You may revoke this authority at any time by contacting us at legal@flightrefund.io, subject to any work already completed on your behalf.
A full copy of the Power of Attorney granted at the time of submission is available at https://flightrefund.io/legal/poa.
8. Fees & Payment
Our success fee is 15% of the gross compensation amount recovered, inclusive of all applicable taxes.
Upon successful recovery of compensation, the airline will pay the full amount to us. We will deduct our fee and transfer your share to the IBAN you provided within 14 business days of receipt.
If you withdraw your claim after we have already submitted it to the airline, and the airline subsequently pays compensation directly to you, you remain liable to pay our fee of 15% on the amount received.
9. Termination
You may cancel your claim at any time before we have submitted it to the airline, free of charge. To cancel, contact us at legal@flightrefund.io.
If you cancel after we have submitted your claim but before a final outcome, we reserve the right to charge a reasonable fee for work already performed, not to exceed our standard success fee on the applicable compensation amount.
We reserve the right to terminate our services at any time if we reasonably believe the claim lacks merit, if you have provided false information, or if you fail to cooperate with reasonable requests.
10. Limitation of Liability
To the fullest extent permitted by applicable law, FlightRefund ApS shall not be liable for any indirect, consequential, or incidental loss arising from our services or inability to recover compensation.
Our total liability to you in connection with any claim shall not exceed the amount of compensation that would have been recoverable for that claim under EU Regulation 261/2004.
Nothing in these Terms excludes or limits our liability for fraud, gross negligence, or any other liability that cannot be excluded by law.
11. Governing Law
These Terms are governed by and construed in accordance with the laws of Denmark. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Denmark.
If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
12. Contact
If you have any questions about these Terms, please contact us:
- Email: legal@flightrefund.io
- Address: FlightRefund ApS, Rådhusstræde 15, 1466 København K, Denmark