Terms of Service

1. About these Terms

These Terms govern the use of airreclaim.com, the AirReclaim claim dashboard, and AirReclaim's flight-compensation services.

AirReclaim is operated by:

Nova Group Sp. z o.o.
Żurawia 6/12 Lok. 745
00-503 Warszawa
Poland
Tax ID / VAT ID: PL7011215529
KRS: 0001117840
REGON: 529224431

Support: support@airreclaim.com

“AirReclaim,” “we,” “us,” and “our” mean Nova Group Sp. z o.o. trading as AirReclaim. “You” means the person entering into the service contract or lawfully acting for a passenger.

The route-specific document shown before signing forms part of the service contract. A Claim is handled either under the Full Ownership Route or the Passenger-First Route. The selected route is shown clearly before signature.

2. Key definitions

• Air Passenger Rights Rules means Regulation (EC) No 261/2004, UK261, their applicable national implementations and case law, or another passenger-rights rule expressly accepted for the Claim.
• Airline means the operating air carrier or another party against which the Claim is pursued.
• Assignment means the transfer by the Customer to Nova Group Sp. z o.o., trading as AirReclaim, of full ownership of the Claim described in the signed Assignment Agreement. AirReclaim accepts the transfer by issuing the Assignment Agreement for signature, and the Assignment takes effect when the Customer signs it.
• Authorization means a signed authority, mandate, submission instruction or similar document that permits specified activity without transferring ownership.
• Claim means the transferable monetary compensation, damages, reimbursement, interest, costs and associated procedural rights accepted by AirReclaim and identified by the booking reference and associated claim record. A Claim may arise under Regulation (EC) No 261/2004, UK261, the Montreal Convention of 1999, another accepted air-passenger-rights law, or a goodwill payment. Personal-injury, bodily-injury and death claims are excluded unless expressly accepted in writing.
• Claimant means the passenger to whom the Claim originally arose.
• Compensation means money recovered on the accepted Claim.
• Full Ownership Route means the route under which the Claimant assigns the Claim to Nova Group Sp. z o.o. and Nova pursues it as legal claimant.
• Passenger-First Route means the route under which the Claimant retains ownership and performs legally material submissions in their own name using AirReclaim's prepared materials.
• Preliminary Check means the non-binding eligibility estimate produced before claim acceptance.
• Recovered Compensation means Compensation paid to Nova, paid directly to the Claimant after claim acceptance, or made unconditionally available under a settlement.
• Recovery Share means 75% of Recovered Compensation payable to the Claimant under the Full Ownership Route.
• Service Fee means 25% of Recovered Compensation, inclusive of VAT where VAT applies.
• Service Route means the Full Ownership Route or Passenger-First Route selected and recorded for the Claim.

3. Eligibility and authority

You may use the Services only if you:

1. are at least 18 and have legal capacity;
2. are the Claimant or have documented legal authority to act for the Claimant;
3. provide accurate, complete and non-misleading information;
4. do not conceal a prior payment, settlement, assignment, representative or legal process; and
5. comply with these Terms and applicable law.

Each adult passenger must sign the applicable route-specific document unless another lawful authority applies. A parent or guardian may act for a minor and may be required to provide proof of authority.

4. How the Service Route is selected

4.1 Route determination

AirReclaim determines a proposed Service Route using the claim facts, likely enforcement jurisdiction, operating Airline, applicable legal framework and current internal routing rules.

The route is not determined solely by IP address, browser language or residence. The signed document records the Service Route, primary enforcement country, routing-rule version and document version.

4.2 Restricted Passenger-First jurisdictions

Where AirReclaim designates a jurisdiction as Passenger-First, the Claimant retains ownership. The current route is displayed before signing. AirReclaim may update routing for future Claims as laws, regulatory interpretations or operational capabilities change.

4.3 Route changes

If material flight or legal facts change before signing, AirReclaim may generate a different route-specific document.

After signing, AirReclaim will not silently convert one route into the other. A material route change requires a new explanation and, where necessary, a new signature, Assignment, Authorization or reassignment.

4.4 Manual legal hold

AirReclaim may pause acceptance, submission or escalation where the route is uncertain, a local formality may apply, or proceeding could be unlawful or commercially disproportionate.

5. Preliminary Check and claim acceptance

The compensation checker is free and non-binding. It is not a legal decision or guarantee of acceptance, recovery, amount or timing.

A service contract is formed when:

1. you provide the required claim information;
2. you accept these Terms, the Privacy Policy and the Refunds Policy;
3. you request immediate commencement where work begins during a withdrawal period;
4. you sign the route-specific legal document; and
5. AirReclaim confirms acceptance of the Claim.

AirReclaim may reject or close a Claim because of ineligibility, weak evidence, an expired or imminent limitation period, duplication, prior settlement, insolvency, conflict, regulatory restriction, disproportionate cost or another reasonable legal or commercial reason.

6. Full Ownership Route

6.1 Transfer of the Claim

Under the Full Ownership Route, the Claimant signs a separate Assignment Agreement and transfers full ownership of the defined Claim to Nova Group Sp. z o.o., trading as AirReclaim. AirReclaim accepts the transfer by issuing the Assignment Agreement for signature, and the Assignment takes effect at the Claimant's signature timestamp.

Polish law governs the relationship between the Claimant and Nova under the Assignment. Mandatory law and the law governing the underlying Claim determine assignability, debtor-facing effect, notice and discharge to the extent required by applicable conflict-of-laws rules.

The Assignment covers only the accepted monetary Claim identified in the signed document. Other passenger rights remain with the Claimant unless expressly included in writing.

6.2 Nova becomes the claimant

Following a valid Assignment, Nova becomes the sole legal owner and claimant, acts in its own name rather than as the Claimant's agent, and may, where lawful:

• notify the Airline of the Assignment;
• prepare, submit and manage the Claim in Nova's own name;
• request and receive information and evidence;
• respond to Airline arguments and requests;
• lodge or support complaints with an ADR body, national enforcement body or aviation authority;
• appoint qualified legal or collection professionals;
• negotiate and receive Compensation;
• start proceedings in Nova's own name; and
• take reasonable steps to protect, preserve, settle or enforce the Claim.

Automatic court escalation is not included. Internal legal and commercial controls govern whether Nova exercises its authority in a particular case. Court action also requires any legally required professional involvement. No additional customer litigation fee applies unless it is disclosed and expressly accepted before it is incurred.

6.3 Recovery risk and customer cooperation

Nova bears the ordinary risk that no Compensation is recovered. The Claimant must provide truthful evidence, sign reasonably necessary confirmations, preserve relevant documents and assist where a court, authority or Airline reasonably requires passenger-specific evidence.

The Claimant must not pursue, settle, assign or appoint another representative for the same Claim after Assignment unless Nova has reassigned it.

6.4 Settlement authority

Nova may accept:

• the full cash Compensation demanded;
• a greater cash amount; or
• an immaterial administrative correction that does not reduce the Claimant's Recovery Share.

Nova will not accept a materially reduced cash settlement or non-cash settlement without the Claimant's express approval, unless mandatory law provides otherwise.

7. Passenger-First Route

7.1 Passenger retains ownership

Under the Passenger-First Route, the Claim remains owned by the Claimant. The signed Passenger-First Claim Assistance Authorization is not an assignment.

7.2 AirReclaim's assistance

AirReclaim may:

• assess eligibility and expected Compensation;
• organize evidence;
• prepare airline-specific claim wording and supporting packages;
• provide submission instructions and deadlines;
• prepare follow-up, rebuttal, ADR and authority materials;
• explain Airline correspondence and request missing information;
• track progress in the dashboard; and
• communicate with the Airline or another body only to the extent lawfully permitted and authorized.

7.3 Customer submissions

The Claimant must review and personally submit the initial airline claim and any later authority, ADR or similar submission that AirReclaim marks as customer-submitted.

AirReclaim may provide a pre-filled form, generated document, copy-and-paste text, email draft or direct link. The Claimant remains responsible for confirming accuracy and completing the legally required submission act.

7.4 Payment

Unless an Airline independently accepts another lawful direction, Compensation under the Passenger-First Route is paid directly to the Claimant. The Claimant must notify AirReclaim promptly and provide reasonable evidence of payment.

The Passenger-First Route does not include court proceedings or regulated representation unless AirReclaim and the Claimant enter into a separate lawful arrangement.

8. Airline direct-first procedures

Some Airlines state that passengers must first submit directly or allow a response period before a claims company becomes involved.

AirReclaim may address such terms differently according to the Service Route, governing law and Airline procedure. Assignment does not guarantee that every Airline will accept immediate assignee handling. AirReclaim may request a passenger confirmation, customer-submitted initial claim, waiting period or other procedural step where reasonably necessary.

9. No-win-no-fee economics

9.1 No upfront standard fee

The Preliminary Check is free. No standard amount is payable if no Compensation is recovered.

9.2 Full Ownership Route

Under the Full Ownership Route:

• Nova receives the Recovered Compensation as owner of the Claim;
• Nova retains 25%, inclusive of VAT where applicable;
• the Claimant receives the 75% Recovery Share; and
• the Recovery Share is a contractual payment from Nova, not continued ownership of 75% of the Airline Claim.

If Compensation is recovered, the Customer receives 75% and AirReclaim retains 25%, inclusive of VAT where applicable. The Customer pays nothing upfront.

Example: if EUR 400 is recovered, Nova retains EUR 100 and pays the Claimant EUR 300.

9.3 Passenger-First Route

Under the Passenger-First Route, the Service Fee is 25% of Recovered Compensation, inclusive of VAT where applicable.

Where the Airline pays the Claimant directly, AirReclaim may issue an invoice. Payment is due within 14 days. No fee is due on an amount irrevocably agreed or paid before AirReclaim accepted the Claim, provided it was disclosed before acceptance.

9.4 Excluded amounts

Unless expressly agreed, the Service Fee and Recovery Share calculation excludes ticket refunds, care or expense reimbursement, baggage payments, insurance proceeds and other amounts outside the accepted Claim.

Recoverable court fees or legal-cost awards may be applied to the corresponding enforcement cost. Their treatment will be disclosed before litigation.

10. Receiving Compensation and passenger payout

10.1 Full Ownership Route

Nova will normally instruct the Airline to pay Nova. After cleared receipt, identity and payout verification and required compliance checks, Nova will provide a settlement calculation and initiate the Recovery Share without undue delay, normally within 10 working days.

10.2 Direct payment to the Claimant after Assignment

If the Airline pays the Claimant directly after Assignment:

1. the Claimant must notify AirReclaim promptly;
2. Nova may ratify the payment as partial performance of its contractual payout obligation;
3. the Claimant may retain 75% and must pay Nova the 25% retained share within 14 days of invoice, unless Nova instructs otherwise; and
4. neither party may recover the same amount twice.

10.3 Incorrect or incomplete payout details

The Claimant must provide correct bank details. Funds remain payable subject to applicable limitation and unclaimed-property rules and are not forfeited merely because details are temporarily incomplete.

11. Customer obligations

You agree to:

• provide accurate information and authentic documents;
• disclose all prior claims, payments, vouchers, settlements, Assignments and representatives;
• respond to reasonable requests;
• forward Airline and authority communications promptly;
• complete required Passenger-First submissions without unreasonable delay;
• avoid duplicate or conflicting claims;
• keep contact and payout details current;
• comply with identity, sanctions, fraud and payout checks;
• preserve documents and evidence; and
• avoid conduct that prejudices the Claim.

12. Fraud, misuse and duplicate claims

You must not submit false, altered, stolen or misleading evidence; impersonate another person; conceal prior recovery; submit without authority; seek duplicate compensation; or misuse the website.

AirReclaim may suspend access, reject or close a Claim, preserve evidence, seek recovery of losses caused by deliberate misconduct and report suspected unlawful activity to competent authorities. Mandatory consumer rights remain unaffected.

13. Immediate commencement and withdrawal

13.1 Fourteen-day period

A Consumer generally has 14 days from conclusion of the service contract to withdraw without giving a reason, subject to mandatory local law.

To withdraw, email support@airreclaim.com from the Claim email address with a clear statement.

13.2 Immediate commencement

The signing flow asks the Consumer to request that work begin immediately. Starting work does not by itself remove the withdrawal right.

13.3 Full Ownership reassignment

Where a valid withdrawal applies to a Full Ownership Claim and the Claim has not been fully performed or finally settled:

• AirReclaim will stop work as soon as reasonably possible;
• Nova will execute or confirm reassignment of the Claim to the Claimant;
• Nova will notify the Airline or relevant body where reasonably necessary; and
• the dashboard will record the restored ownership status.

Termination or withdrawal alone does not restore title. A valid return of a Full Ownership Claim requires a separate reassignment. Reassignment does not retrospectively invalidate the original Assignment or lawful action taken before reassignment.

If Compensation has already been recovered or a binding settlement has been validly completed, the consequences are governed by mandatory law, these Terms and the Refunds Policy.

13.4 Passenger-First withdrawal

For a Passenger-First Claim, AirReclaim will stop providing assistance. The Claim remains with the passenger.

13.5 Proportionate amount

Where applicable law permits a proportionate charge for services supplied before withdrawal and all statutory conditions are satisfied, the amount will reflect the work actually performed. Under the standard model, no amount is ordinarily charged unless Compensation is recovered.

14. Ending the service after the withdrawal period

You may request closure after the statutory withdrawal period.

For a Full Ownership Claim, Nova will assess whether the Claim can be safely reassigned without prejudicing an accepted settlement, active proceeding, limitation deadline or third-party obligation. Where reassignment is appropriate, Nova will document it and notify relevant recipients.

If no Compensation has been recovered and no binding settlement has been accepted, no standard fee is ordinarily due. If Compensation is later paid as a demonstrable result of work completed before closure or reassignment, the Service Fee may remain due to the extent permitted by mandatory law.

15. Timing and communications

Claims may take weeks, months or longer. AirReclaim does not guarantee eligibility, acceptance, payment, amount or completion date.

Notices, documents, invoices, route decisions, withdrawal acknowledgements and updates may be sent electronically. Keep contact details current and preserve copies.

AirReclaim may preserve the immutable signed PDF, completion certificate, UTC signature timestamp, email OTP or equivalent authentication record, IP and device data, unsigned and signed document hashes, accepted legal-document versions, one-checkbox audit event and append-only ownership history as evidence of the service contract and Assignment.

16. Accounts and security

Keep credentials confidential and report suspected unauthorized access to security@airreclaim.com. AirReclaim may require re-authentication or restrict access to protect claims and users.

17. Technology and AI assistance

AirReclaim may use software and AI-assisted tools to extract information, classify documents, compare facts, detect missing evidence, summarize correspondence and prepare drafts.

Material submissions, route changes, settlement exceptions, authority escalation, payout decisions and exceptional legal issues remain subject to human control. AirReclaim does not promise that automated analysis is error-free.

18. External professionals and proceedings

AirReclaim may appoint qualified lawyers, debt-collection professionals, translators, experts or other providers where lawful and appropriate.

The standard contract does not create a lawyer-client relationship between the Claimant and an external professional. Where a separate customer agreement, authority or cost approval is required, AirReclaim will request it before the relevant action.

19. Independent service and disclaimers

AirReclaim is an independent private service. It is not an Airline, airport, court, government body, regulator, enforcement authority or official passenger-rights portal.

AirReclaim is not a law firm. General website information and checker results are not individualized legal advice and do not guarantee recovery.

Passengers may claim directly with the Airline without using AirReclaim and without paying AirReclaim's fee.

An authority complaint may support enforcement but does not necessarily result in a binding individual payment order. ADR or court action may still be required.

20. Liability

Nothing excludes liability or rights that cannot lawfully be excluded, including liability for fraud, intentional misconduct, gross negligence where applicable, death or personal injury caused by negligence, or mandatory consumer and data-protection rights.

Subject to mandatory law, AirReclaim is responsible for foreseeable direct loss caused by its material breach or failure to exercise reasonable care.

AirReclaim is not responsible for loss caused by inaccurate or late customer information, an Airline or authority's independent decision, undisclosed duplicate action, failure to complete a required Passenger-First submission, third-party outages, or events outside reasonable control.

21. Complaints

Send complaints to support@airreclaim.com with the Claim reference, issue and requested resolution. AirReclaim aims to respond within 14 days.

Consumers may also use competent consumer bodies, ADR or courts. These Terms do not restrict mandatory remedies.

22. Governing law and jurisdiction

The service contract, the Assignment relationship between the Claimant and Nova, and these Terms are governed by Polish law.

For Consumers, this choice does not remove mandatory protection available under the law of the Consumer's habitual residence.

The law governing the Airline Claim may separately determine assignability, debtor-facing effect, discharge and other matters concerning the Airline.

Business disputes are subject to the competent courts in Warsaw unless mandatory law requires otherwise. Consumers retain courts and jurisdiction available under mandatory law.

23. Changes

The version accepted for a Claim continues to govern that Claim unless a change is required by law or expressly accepted.

Routing rules may change for future Claims. Historical signed route decisions and documents remain preserved.

24. General provisions

If a provision is invalid, the remaining provisions continue. A delay in enforcing a right is not a waiver.

You may not transfer the service contract or a Passenger-First Claim-handling relationship without our consent, except where mandatory law permits it.

Nova may transfer its business or assigned portfolio as part of a lawful reorganization, financing, servicing arrangement or business transfer, provided mandatory consumer rights are preserved and required notices are given.

The English version governs the English-language service, subject to mandatory local-language rights.

25. Contact

Nova Group Sp. z o.o. trading as AirReclaim
Żurawia 6/12 Lok. 745
00-503 Warszawa, Poland

Website: https://airreclaim.com
Support: support@airreclaim.com