- Scope
- Poland / European Union
- Document status
- production ready
- Questions
- support@airreclaim.com
1. Scope
This Policy applies to AirReclaim's Full Ownership Route and Passenger-First Route. It supplements the Terms of Service. Mandatory consumer rights prevail.
The Preliminary Check is free. AirReclaim's standard economics are no win, no fee:
- Full Ownership Route: the passenger receives a 75% Recovery Share and Nova retains 25%;
- Passenger-First Route: a 25% Service Fee is payable only if Compensation is recovered.
2. Fourteen-day withdrawal right
A Consumer generally has 14 days from conclusion of the service contract to withdraw without giving a reason, subject to mandatory local law.
Send a clear statement to support@airreclaim.com. Suggested wording:
I withdraw from the AirReclaim service contract for claim [claim reference]. Please stop work and, if the claim was assigned to Nova Group, reassign it to me.
AirReclaim will acknowledge the request on a durable medium.
3. Immediate commencement
The signing flow asks the Consumer to:
- request that AirReclaim begin before the withdrawal period ends; and
- acknowledge the consequences of full performance where applicable.
Starting work does not by itself remove the withdrawal right.
4. Full Ownership Route withdrawal and reassignment
4.1 Before final recovery
Where a valid withdrawal applies and no binding settlement or final recovery has occurred:
- AirReclaim stops work as soon as reasonably possible;
- Nova records the Assignment as withdrawn;
- Nova executes or confirms reassignment to the passenger;
- Nova sends a reassignment notice to the Airline or other relevant body where necessary; and
- the dashboard records
REASSIGNED_TO_PASSENGER.
The passenger should not submit a parallel claim until AirReclaim confirms reassignment, because duplicate ownership records can delay payment.
4.2 After binding settlement or recovery
Where Compensation has already been recovered or a binding settlement has been completed, the financial consequences are determined by the Terms, this Policy and mandatory law. AirReclaim will provide a settlement calculation.
4.3 Proportionate charge
Where mandatory law permits a proportionate charge for work completed before withdrawal and the statutory conditions are met, any amount will be reasonable and connected to actual performance. Under the standard model, AirReclaim ordinarily charges nothing unless Compensation is recovered.
5. Passenger-First Route withdrawal
The passenger continues to own the Claim. On valid withdrawal, AirReclaim stops preparing or managing future assistance. No reassignment is required.
No Service Fee is due unless Compensation has already been recovered in circumstances making the fee validly payable under the Terms and mandatory law.
6. Closure after the statutory period
A customer may request closure after the withdrawal period.
Full Ownership Route
AirReclaim will assess whether reassignment can occur safely. Reassignment may be delayed where an accepted settlement, active proceeding, limitation deadline or third-party obligation would be prejudiced. AirReclaim will explain any material delay.
Passenger-First Route
AirReclaim stops future assistance. The passenger remains free to continue independently after resolving any valid fee or duplicate-representation issue.
7. When the 25% amount is earned
The 25% amount is earned only when Compensation is recovered, including:
- payment to Nova under the Full Ownership Route;
- direct payment to the passenger after AirReclaim accepted and began handling the Claim;
- payment following an AirReclaim-prepared Passenger-First submission; or
- an accepted cash settlement.
No fee is due on an amount irrevocably agreed or paid before AirReclaim accepted the Claim, provided it was disclosed before acceptance.
8. Direct Airline payments
Full Ownership Route
If the Airline pays the passenger directly after Assignment, the passenger must notify AirReclaim. Unless AirReclaim directs otherwise, the passenger may keep 75% and must pay the 25% retained share within 14 days of invoice.
Passenger-First Route
The Airline normally pays the passenger directly. AirReclaim issues a 25% invoice after verified recovery, payable within 14 days.
9. Fee correction and refunds
A validly earned fee is not refundable merely because the customer later changes their mind.
A full or partial correction or refund is provided where required, including where:
- the fee was calculated incorrectly or charged twice;
- no valid contract or route-specific document existed;
- AirReclaim materially failed to provide the agreed service and a price reduction or termination remedy applies;
- the Compensation payment was reversed through no fault of the customer;
- an Assignment was invalid and no compensable service was supplied; or
- another mandatory remedy applies.
10. Requesting a correction or refund
Email support@airreclaim.com with:
- claim reference;
- amount and date;
- reason;
- payment or settlement evidence; and
- information reasonably required to verify identity.
AirReclaim aims to respond within 14 days.
11. Approved refund timing
Approved refunds are initiated without undue delay and within any mandatory period. The standard operational target is 14 days after approval and receipt of necessary payment details.
12. Chargebacks
Contact support before starting a chargeback so AirReclaim can investigate promptly. This does not restrict the right to dispute an unauthorized payment or use a statutory remedy.
AirReclaim may provide a payment provider with relevant evidence, including the accepted Terms, signed route document, route decision, service activity, Airline outcome, fee calculation and refund correspondence.
13. Contact
Nova Group Sp. z o.o. trading as AirReclaim
Żurawia 6/12 Lok. 745
00-503 Warszawa, Poland
Support: support@airreclaim.com