Terms and conditions

1. Who we are

FlightClaimHQ is a trading name of TETRIS GROUP LLC, which publishes flightclaimhq.com. Claims are handled by SSD, a French simplified joint-stock company (SASU) registered with the Tours Trade and Companies Register (RCS Tours) under SIREN 918 344 029 (EU VAT number FR75918344029), registered office: 3 rue Ménie Grégoire, 37700 La Ville-aux-Dames, France, which provides the FlightClaimHQ claims service (hereinafter "SSD"), as stated in the agreement you sign. Contact: support@flightclaimhq.com.

2. Our service

FlightClaimHQ studies every case of a delayed, cancelled or overbooked flight, including flights not covered by UK261 or EU261, on a no win, no fee basis. Depending on the case, we seek the fixed compensation provided for under UK261 or EU261, a refund of the ticket, reimbursement of the expenses incurred (meals, accommodation, transport, in particular under the Montreal Convention or the conditions of carriage), a cash goodwill payment or any other sum available under the applicable law, including consumer law.

Each passenger signs an Assignment of Claim and Subsidiary Mandate. By this agreement, you assign to SSD, which accepts, your claim against the airline, the travel agent or any other debtor arising from the disrupted trip: SSD becomes the creditor, claims the sums in its own name and is paid by the debtor. If the debtor refuses the assignment or it cannot be enforced against the debtor, SSD acts in your name and on your behalf under the subsidiary mandate contained in the same agreement (section 6). The agreement is drafted in English; its full text is shown before you sign.

Fixed compensation amounts are set by UK261 and EU261 and depend on the flight distance and the length of the delay; extraordinary circumstances can exclude this fixed compensation. The amount shown before you sign is an estimate.

3. How a claim works

On the claim form, you enter your flight details, we check your flight's eligibility, then you enter your details, read the agreement and sign it electronically by ticking the confirmation box and typing your full name. You also tick the box asking SSD to start handling your claim before the end of the 14-day withdrawal period (section 7). The date and time of your signature and of this request are recorded. You can then upload the documents supporting your claim.

If our team has prepared your claim for you, you receive a personal link (valid for 14 days) to check the details, tick the same request and approve the agreement in one click. The exact text shown to you, the date and time, and the technical evidence of your approval are recorded.

SSD then notifies the assignment to the debtor and claims payment from it and, if necessary, pursues the claim before mediators, alternative dispute resolution schemes and the courts.

4. Our fee

25% incl. VAT of any sum recovered out of court, only if we win. The fee applies to any sum obtained for you from the airline, the travel agent or any other debtor in connection with the disrupted trip: fixed compensation, ticket refund, reimbursement of expenses or cash goodwill payment. Vouchers, miles and other non-cash gestures are not charged. If court action becomes necessary, our total fee is capped at 50% incl. VAT. It covers all procedure costs (court fees, lawyers, enforcement officers), which we advance and bear. If the case is lost, you pay nothing. Any procedure costs the court orders the airline or any other debtor to pay are kept by us.

Under the assignment, this fee is SSD's remuneration: the price of the assignment paid to you is equal to the sums actually received by SSD, less this remuneration. Nothing is payable upfront and, if nothing is obtained, you owe nothing. The same terms are set out in the agreement you sign.

5. Payment of the price of the assignment

SSD pays you the price of the assignment within 14 business days of cleared receipt of the funds, by bank transfer: in pounds sterling if you live in the United Kingdom, otherwise in the currency of the account you give us. We ask for your bank details only once the funds have been received, never before, through a secure personal link. International transfer charges are borne by SSD.

You undertake not to claim the sums from the debtor alone and to pass on to us any message, offer or payment proposal from the debtor. If you nevertheless receive a payment directly from the debtor, you tell us and transfer the sum to SSD within 14 days of receiving it; SSD then pays you the price of the assignment.

If SSD decides not to pursue your claim, it may assign it back to you free of charge, by written notice; you then owe nothing.

6. Subsidiary mandate

If the debtor refuses the assignment, or if the assignment is unenforceable against the debtor or ineffective for any reason, you appoint SSD as your agent to claim, negotiate and settle, to refer the case to mediators, alternative dispute resolution schemes and the courts, and to collect the sums due on SSD's account dedicated to passengers' funds before paying them over to you, on the same financial terms. You irrevocably instruct the debtor to pay SSD only. If you revoke this mandate after SSD has sent the claim to the debtor, SSD's remuneration remains due on any sum paid afterwards for this disruption.

7. Your right of withdrawal

You may withdraw from the agreement within 14 days of signing it, without giving any reason and without any charge, by sending us a clear statement, for example using the model form below, by email to support@flightclaimhq.com or by post to SSD, 3 rue Ménie Grégoire, 37700 La Ville-aux-Dames, France.

If you withdraw, the assignment is cancelled, SSD informs the debtor and any sum already received by SSD for your claim is paid over to you in full.

When you sign, you expressly ask SSD to start handling your claim before the end of the withdrawal period. This request does not affect your right to withdraw.

Model withdrawal form (complete and return this form only if you wish to withdraw from the agreement): To SSD, 3 rue Ménie Grégoire, 37700 La Ville-aux-Dames, France, support@flightclaimhq.com. I hereby give notice that I withdraw from my contract for the provision of the following service: Assignment of Claim and Subsidiary Mandate (FlightClaimHQ), case reference: [...], signed on: [...]. Name of passenger: [...]. Address of passenger: [...]. Signature of passenger (only if this form is notified on paper): [...]. Date: [...].

8. Your obligations

When you sign, you confirm that the information you give us is accurate, that your claim has not been assigned or entrusted to anyone else and is not being claimed elsewhere, and, if you sign for other passengers on the same booking (including minors), that you are authorised to do so. Please tell us straight away if any information is wrong, by replying to our emails or by writing to support@flightclaimhq.com.

9. Personal data

How we use your personal data to handle your claim, who receives it and how long we keep it is explained in our privacy notice (flightclaimhq.com/en/privacy), in accordance with the UK GDPR and the EU General Data Protection Regulation.

10. Questions and complaints

For any question or complaint about your claim or our service, write to support@flightclaimhq.com.

If you have contacted us first and are not satisfied with our answer, you can refer the dispute free of charge to our consumer mediator: CM2C (Centre de Médiation de la Consommation de Conciliateurs de Justice), 49 rue de Ponthieu, 75008 Paris, France. Website: https://www.cm2c.net/declarer-un-litige.php. Email: litiges@cm2c.net.

11. Governing law

The agreement and these terms are governed by French law. This choice does not deprive you of the protection of the mandatory provisions of the law of the country where you have your habitual residence. You may bring any dispute before the courts of that country or before the competent French courts.

12. Entire agreement

The agreement you sign, together with these terms in force on the date you sign it, constitutes the entire agreement between you and SSD concerning your claim.

13. Claims signed before the Assignment of Claim

Claims signed before the Assignment of Claim and Subsidiary Mandate was introduced (November 2026) remain governed by the representation authority (mandate) signed at the time: nobody is asked to sign again. Under that authority, SSD (the agent) pursues the claim on the passenger's behalf and collects the sums obtained from the airline, the travel agent or any other debtor on the passenger's behalf. The FlightClaimHQ fee is deducted from them before the balance is paid to you within 14 business days of cleared receipt of the sums.

You designate the agent (SSD) as the sole payee of every sum obtained and irrevocably instruct the airline, the travel agent and any other debtor to pay the agent only. You undertake not to request or accept any direct payment from the debtor and to inform FlightClaimHQ immediately of any contact or offer from the debtor. If the debtor refuses to pay the agent, FlightClaimHQ may end the handling of your case. If, in breach of this undertaking, you receive directly a sum obtained following FlightClaimHQ's steps, the FlightClaimHQ fee remains due on that sum.