A. Refund Protect: 

You can find the newest version at https://www.refundable.me/extended/en/

REFUNDABLE WORDING

We provide refunds if…
You are unable to Attend the Booking due to any of the listed reasons and have provided the required evidence shown in the individual reasons section below, subject always to the General Conditions of Refund.

• Illness / Injury (including Covid-19)
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of Immediate Family
• Public Transport Failure
• Flight disruption
• Mechanical Breakdown
• Adverse Weather
• Home Emergency
• Theft of Documents
• Jury Service
• Court Summons
• Armed Forces & Emergency Services Recall
• Relocated for Work
• Changes to Examination Dates​

​We do not refund for any travel restriction associated with Covid-19, or fear of travelling.

We may also consider other Emergency Circumstances at our absolute discretion and You will need to provide evidence for these circumstances.

You must read the General Conditions of Refund, and the individual reasons section below, for full information on what we will and will not refund for each reason.

General Conditions of Refund

• We do not refund if there is for any reason associated with a Communicable Disease (including Covid-19) pandemic or epidemic, except for those reasons listed in the Covid-19 section of these terms.
• Any reason for refund must not have existed been known or reasonably foreseeable at the time You made the Booking.
• We do not refund if Your Booking is no longer wanted or needed.
• We will not pay a refund through this process where your Booking is cancelled or cannot be fulfilled by the provider, or where the provider should refund directly.
• You must make all arrangements to arrive in time to Attend the Booking, including arranging any necessary permits, travel documents or visas.
• You must take all reasonable precautions or make reasonable alternate arrangements to prevent or reduce any refund request.
• You will be asked to provide supporting evidence at Your own expense, and a copy of the Booking confirmation; We do not issue refunds where You cannot provide sufficient supporting evidence.
• You will be asked to provide Your bank account details so that we can make the refund payment directly to Your chosen bank account.
• Maximum refund value per person will not exceed the total value of their share of the Booking, or £10,000 GBP (or alternative currency equivalent).

Covid-19…

We may refund where You are unable to Attend Your Booking because of one of the following reasons associated with Covid-19:

1. You, or someone within your Immediate Household, become infected with Covid-19 within the 10 days immediately prior to Attending Your Booking, meaning you have to isolate or shield; supported by evidence of a positive PCR test result.
2. The hospitalization, or death, of Your Immediate Family Member due to Covid-19, within the 28 days immediately prior to Attending Your Booking; supported by a medical / death certificate.
3. A significant change in your pre-existing medical condition in the 14 days immediately prior to Attending Your Booking results in a Doctor recommending you do not Attend due to the risk of exposure to Covid-19.

Refunds are not issued where You do not Attend because You are worried about catching Covid-19 or You are isolating without a positive Covid-19 test in Your household, or where Your travel plans are affected by Covid-19 restrictions.

To read more about Covid-19 please visit our dedicated page here.

These reasons for refund are considered on an entirely discretionary basis and are not to be taken as a guarantee of refund.

**See full terms and conditions below to understand the refund policy and any excluded reasons for Covid-19 refund applications.



Requesting a Refund

Your refund application and payment will be handled by the Customer Experience Team who act as the administrator of Our Refundable terms.

To apply for a Refund You must complete the Refund Application Form here as soon as You know You cannot Attend the Booking, and up to 60 days after the Booking.

If Your Booking is cancelled or postponed by the organiser, You should contact Our customer service team directly; see Your Booking confirmation for contact details.



Illness / Injury means an Illness or accidental Injury to You. We will also refund the cost of the Doctor’s note on valid Refund Application.

What we do not refund

• Where you cannot provide evidence that the person affected is within the Group due to Attend the Booking.
• Where You have not been physically examined by a Doctor prior to the date of the Booking.

Evidence required

Doctor’s note or Medical Certificate confirming:

• the details of the illness or injury,
• the date it first occurred,
• that it prevents You from Attending the Booking.

(Receipt required for Doctor’s note refund up to £50 or equivalent)

Pre-existing Medical Condition means a physical or mental health condition that You were aware of at the time You made the Booking that would not normally prevent You from Attending the Booking.

What we do not refund Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.

Evidence required

Doctor’s note or Medical Certificate confirming:

• details of the illness,
• the date it changed,
• that it prevented You from Attending the Booking.

(Receipt required for Doctor’s note refund up to £50 or equivalent)


Pregnancy Complication means a complication of pregnancy You were unaware of at the time You made the Booking and which results in You being unable to Attend the Booking.

What we do not refund Normal Pregnancy.

Evidence required
Doctor’s note or Medical Certificate confirming:

• details of the complication,
• the date it occurred,
• that it prevented You from Attending the Booking.

(Receipt required for Doctor’s note refund up to £50 or equivalent)



Death means Your death any time prior to the Booking or the death of an Immediate Family member or any person(s) in the Group due to Attend the event with You, up to 4 weeks prior to the date of the Booking.

What we do not refund The death of a person not within Your Immediate Family or in the Group due to Attend the Booking.

Evidence required A death certificate.


Public Transport Failure means unexpected disruption or failure of the public transport network which You could not have reasonably been aware of on or before the date of the Booking.

What we do not refund If there is a financial failure of any Transport provider.

Evidence required A copy of the notice of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).


Flight disruption means cancellation or significant delay of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking.

What we do not refund

• If Your flight is Your Booking and it is cancelled or postponed, and You have a right of compensation from the Airline or another Paying Party.
• If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.
• If there is a financial failure of any Transport provider.
• If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.

Evidence required A copy of Your airline ticket and notice of cancellation from the airline.


Mechanical Breakdown means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking.

What we do not refund

• If You did not leave sufficient time to travel to the Booking.
• If You did not make reasonable alternative arrangements to Attend the Booking.
• Any vehicle You plan to use during the Booking.

Evidence required

• Breakdown – A copy of the call out note from Your breakdown recovery service.
• An incident number or report from the Police or relevant traffic authority.

Adverse Weather means weather where a Government Agency has issued warnings not to travel which entirely prevents You from Attending the Booking. What we do not refund Adverse weather with no Government Agency warnings not to travel.

Evidence required

• A copy of the travel warning from the Government Agency.
• Confirmation of relevant route closures.

Home Emergency means a Burglary, Fire, Malicious Damage or Flood at Your private residence up to 48 hours immediately before the Booking, of which You were unaware of the time of making the Booking.

What we do not refund Any Home Emergency for which You cannot provide Evidence as below.

Evidence required

• Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company.
• Fire – A report from the fire service and/or police.

Theft of Document(s) means the theft of a document necessary for the Booking, which cannot be replaced in time for the Booking.

What we do not refund

• Where documents can be replaced in advance of the Booking or on the day.
• Where documents have been lost.

Evidence required

• A police report or crime number to confirm the theft.
• An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

Relocated for Work means a requirement to move address imposed on You by Your employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be more than 100 miles from Your home address at the date of Booking.

What we do not refund

• Attendance at business meetings and business travel.
• Any temporary relocation for work must be for a period of at least 3 months.
• Voluntary relocation or where you are changing employer for a new role.
• Where You are the business owner or registered Director, or a member of Your family is.

Evidence required A letter from Your current employer confirming the relocation details.


Armed Forces & Emergency Services Recall means You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the Booking or are posted overseas and cannot Attend the Booking.

What we do not refund

• You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.
• You made an unsuccessful request for annual leave for the date of the Booking.

Evidence required A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your original schedule.


Jury Service means a summons for You to Attend Jury Service over the date of the Booking of which You were unaware at the time of making the Booking.

What we do not refund Any Jury Service for which You cannot provide Evidence as below.

Evidence required A copy of the letter requiring Jury Service.


Court Summons means You are summoned to appear as a witness in court proceedings on the day of the Booking of which You were unaware of the time of making the Booking.

What we do not refund Any Court Summons in which You are a named Defendant in Criminal Proceedings or where You are the subject of Criminal Proceedings.

Evidence required A copy of the Court Summons.


Changes to Examination Dates means the unforeseen change of the date of an examination for a course on which You are registered to the day(s) of the Booking.

What we do not refund Where You failed the examination previously and had to re-sit.

Evidence required A copy of a notice from the examination body, school, college, university confirming the change of date.


Emergency Circumstances
means an unforeseen circumstance completely outside Your control and of no fault of Yours. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.

What we do not refund Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund.

Evidence required Any evidence requested by our Customer Experience Team to verify the emergency circumstances.


Specific reasons where refunds will not be provided:

We do not refund for non-Attendance of a Booking directly or indirectly associated with:

• actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, civil commotion; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure;
• failing to comply with any law;
• any Booking emanating from Cuba, Iran, North Korea, Sudan or Syria;
• where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
• if it exceeds 18 months from the date originally booked to the conclusion of the transacted event.

Definitions
The following words or phrases have the meaning shown below wherever they appear in bold in this document.
We/Us/Our – We are the Booking agent with whom You made the Booking.
You/Your/Yourself – A person who has made a Booking alone or as part of a group with Us.
Armed Forces – Naval Service, Marines, Army or Air Force.
Attend – participate in, take part in, use, or be present at.
Booking – The pre-planned and pre-booked service(s)/event(s)/flight(s)/ticket(s) transacted with Us by You.
Communicable Disease – means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people.
Doctor – A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be You or a member of Your family.
Emergency Services – Police, Fire and Rescue Service or other Emergency Services.
Immediate family – Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily.
Paying Party – Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund.



IMPORTANT Any translation of this document from English is for assistance and information only. In event of a Refund Application the English language version shall be the basis of settlement.

All aspects of this document are subject to English law and the jurisdiction of the English courts.

This is not an insurance policy. A Refundable Booking is an optional extension to Our standard Terms & Conditions of sale and trade, and it provides a refund for certain defined circumstances outlined in this document.

v6.5 Extended

B. Air Help: 

You can find the newest version at https://www.airhelp.com/en/terms/

Terms And Conditions

Please note, if your claim falls under Brazilian laws you are subject to our Brazilian T&Cs.

§1 Definitions
In these terms and conditions (the “Terms”), the defined terms below shall have the following meaning:

“Agreement”: an agreement between a Customer and AirHelp for delivery of Justice as a Service.

“AirHelp”: AirHelp Germany GmbH, a company incorporated in Germany with its registered office at Boxhagener Straße 18, 10245 Berlin, Germany (HRB 196015 B).

“AirHelp Plus Membership”: Membership, which can be purchased as a single booking or as a yearly subscription.

“Air Passenger Rights Regulation”: any law, regulation, directive, international convention, or similar, whether issued on state, federal, EU, national, international or regional level, and case law, that establishes rules on monetary compensation, damages, or refund to passengers in the event of overbooked, delayed, canceled, or otherwise disrupted flights or luggage claims.

“Assignment Form”: the electronic document, whereby the Customer and AirHelp agree that AirHelp shall become owner of the Claim, subject to the terms and conditions of the document, in order to collect and receive payments.

“Authority Document”: a document which authorizes AirHelp and/or one of AirHelp’s affiliates or partners to act on behalf of the Customer. The document may be in many shapes and forms, due to various jurisdictional requirements, including, but not limited to, a Power of Attorney, Certificate of Authorization, or a Customer Care Agreement.

“Claim”: any claim against an airline for monetary compensation, damages, or refund pursuant to Air Passenger Rights Regulations or an airline’s goodwill compensation.

“Customer(s)”: person(s) that has accepted these Terms. May also be referred to as “Client” on some documents.

“Eligibility Service”: is AirHelp’s delivery of its state-of-the-art claim eligibility determination through software. The Eligibility Service is conducted on a Claim by Claim basis in AirHelp’s web form. The Eligibility Service will inform the Customer of the likelihood of having an eligible Claim. An eligible Claim will have a high likelihood of getting paid and AirHelp will provide its Justice as a Service for such Claims if requested by the Customer. Claims that are not eligible will have a low likelihood of getting paid and AirHelp will not provide its Justice as Service for such Claims.

“Flight Compensation”: total amount of money paid by an airline in relation to a Claim as compensation, refund, damages, settlement, a gesture of goodwill, or otherwise, to the Customer or AirHelp after the Customer has accepted these Terms. For the avoidance of doubt, Flight Compensation does not include any payments or reimbursements of attorney’s fees, cost of legal advice, court fees, collection cost, interest, or similar, which have been pre-financed by AirHelp or result from AirHelp's intervention.

“Information Service”: is AirHelp’s provision of flight information, airline information, airport information, other travel-related information, information about air passenger rights, and consumer protection laws. The information will both be specifically relevant to the Customer’s travels and of a more generic context, such as ranking of airports or airlines, or news about changes in air passenger rights. The information will be delivered through electronic communication, including email, a personalized dashboard, or AirHelp controlled websites.

“Justice as a Service”: is AirHelp’s pursuit of a Claim, including, if necessary, by Legal Action.

“Legal Action”: filing a Claim with a court or a government body, such as a national enforcement body (NEB), or handing over a Claim to a contracted legal representative, such as an attorney or law firm.

“Member(s)”: person(s) that has purchased an AirHelp Plus Membership.

“Price List”: appendix attached to this Terms specifying accepted currencies, methods of payment and all fees charged by AirHelp aside from the reimbursement of court fees and attorney’s fees, which will be offset by AirHelp where applicable.

“EC 261”: Regulation (EC) No. 261/2004 of the European Parliament and of the Council dated 11 February 2004, establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delays of flights.

“AH Signature”: A ‘signature’ delivered by the Customer electronically via the online AirHelp signing tool. This AH Signature may be used on the Assignment Form, for the purpose of proving the assignment of the claim in communication with the airline and/or in court procedures, and/or on the Authority Document or other documents.

§2 Agreement
After the Customer has accepted these Terms, AirHelp agrees to deliver and the Client agrees to receive Eligibility Service and Information Service.

After the Customer has accepted these Terms and submitted (with AH Signature) either the Assignment Form or Authority Document, the Agreement shall be in place, and the Customer agrees to receive Justice as a Service and AirHelp agrees to deliver Justice as a Service.

By entering into an Agreement with AirHelp, the Customer affirms that they are authorized and have the legal capacity to enter into the Agreement on their own behalf and, where applicable, on behalf of their fellow passengers.

By submitting the Assignment Form or an Authority Document, the Customer affirms that they are authorized and have the legal capacity to sign the Assignment Form or an Authority Document on their own behalf and, where applicable, on behalf of their minor fellow passengers.

The Customer acknowledges that AirHelp only seeks Flight Compensation. The Customer agrees that AirHelp will not accept travel vouchers and/or other services as Flight Compensation and that such an offer from airlines will be considered as refusal of payment, unless AirHelp determines that the likelihood of a more favorable outcome for the Customer is low and under the circumstances it would be the best choice to accept such offer.

The Customer affirms that the Claim has not been assigned to third parties and no legal dispute is pending or expected between the Customer and the airline in the same matter.

After submitting the Assignment Form, the Customer may not assign the Claim to any other party as the legal title to the claim has been assigned to AirHelp. After submitting the Authority Document, the Customer may not mandate another third party to act on behalf of the Customer concerning the same Claim.
Any existing engagements or assignments, if any, must be canceled before submitting the Assignment Form or an Authority Document. For the avoidance of doubt, in the event that the Customer has signed an Authority Document, the Customer can withdraw the authority given in the Authority Document by giving written notice to AirHelp. This withdrawal does not affect the Agreement itself.

If the Customer receives any direct payments or any other compensation from the airline concerned after entering into the Agreement, the Customer shall be obliged to advise AirHelp without delay. Such payments shall be considered Flight Compensation and entitle AirHelp to its Service Fee and Legal Action Fee if Legal Action was taken by AirHelp prior to the Customer receiving payment from the airline. For the avoidance of doubt, Flight Compensation does not include any payments or reimbursements of attorney’s fees, cost of legal advice, court fees, collection cost, interest, or similar, which payments shall belong solely to AirHelp.

After submitting the Assignment Form or an Authority Document, the Customer shall be obliged to cease negotiations with the airline concerned and direct any contact made by the airline to AirHelp in order to ensure that AirHelp achieves the best result possible.

§3 Description of Justice as a Service
AirHelp asserts the Customer’s Claim for Flight Compensation from the operating airline on the basis of EC 261 or any other Air Passenger Rights Regulation in force applicable to the Customer’s particular air travel.

Flight data and information may be submitted to AirHelp via the website, email, other electronic or software solutions supported by AirHelp, or phone.

To pursue the Claim successfully, AirHelp needs the Customer’s submitted Assignment Form or Authority Document, which they can send to AirHelp via the web form or using email, or postal service. On receiving a Customer’s submitted Assignment Form or Authority Document, AirHelp prepares a request for payment and sends it to the operating airline without unreasonable delay and handles all further correspondence. For this part of Justice as a Service, if Flight Compensation is paid, AirHelp charges its Service Fee (see Price List).

If the operating airline fails to pay Flight Compensation within a reasonable period after being notified by AirHelp and provided the case may be asserted with adequate certainty, AirHelp may propose and initiate Legal Action to pursue the Claim. In the event that Legal Action is undertaken as advised and Flight Compensation is paid, AirHelp charges the Legal Action Fee in addition to the Service Fee, see Price List).

In the event that a contracted legal representative is used for Legal Action, the Customer will allow AirHelp to grant the contracted legal representative access to all of the data communicated to AirHelp and allow the legal representative to transfer information concerning the proceedings to AirHelp. Where a separate Authority Document, Assignment Form, or other additional documents are required by the relevant court, the Customer undertakes to sign such additional documents. In cases where the Customer has signed an Assignment Form, and later signs an Authority Document (or similar), the Customer accepts that the Authority Document assigns the Claim back to the Customer.

If the contracted legal representative comes to the conclusion that there are insufficient prospects of success, the Customer will be advised about this and the Claim will not be actively pursued any further. In the event of changes affecting the Claim's prospects of success, AirHelp reserves the right to contact the Customer and actively pursue the Claim again.

If AirHelp or the contracted legal representative institutes legal proceedings to pursue a Claim, AirHelp will cover any costs incurred in the event the lawsuit is lost. In the event the lawsuit is won, or a settlement has been reached between the airline and AirHelp, AirHelp will cover any costs incurred that are not covered by the airline. If a lawsuit is won, a claim for reimbursement of court fees will be put forward on behalf of the Customer. The same applies for the cost of legal advice and attorney’s fees regardless of whether the legal proceedings are performed by AirHelp or a contracted legal representative.

The Customer acknowledges that it is the sole decision of AirHelp to accept any settlement offer since the Customer has assigned the Claim to AirHelp. In case AirHelp acts on behalf of the Customer pursuant to an Authority Document, the Customer authorizes AirHelp to accept or reject settlement offers based on AirHelp’s experience with the airline and the advice from external legal representatives.

AirHelp may pursue the Claim in its own name with the assigned Claim, with or without the help of a legal representative. Where appropriate and/or legally necessary, AirHelp may reassign the Claim to the Customer and the Customer agrees to grant AirHelp with an Authority Document to deliver Justice as a Service and collect and/or receive payments.

§4 Description of AirHelp Plus Membership
A Customer can join the Membership by purchasing an AirHelp Plus Membership.

The AirHelp Plus Membership fee will be advised to the Customer at the time of the purchase, which the Customer has to pay in order to become a Member and enjoy the benefits specified herein.

AirHelp offers the AirHelp Plus Membership either as:
i) a single booking, or ii) a yearly subscription:

The AirHelp Plus Membership as a single booking will cover Claims that originate from the flight booking for which the Customer purchased the Membership or originate from a flight booking the Customer added manually before any disruption occurred.

The AirHelp Plus Membership as a yearly subscription will cover Claims that originate from flight bookings within the given time period. The fee for the AirHelp Plus Membership will be billed yearly.

Both AirHelp Plus Memberships are available as either a Complete plan or as an Essential plan. Only Members who have booked the Complete plan will have access to the additional benefits outlined in 4.7.

The AirHelp Plus Membership commences on the day of purchase.

Upon the acceptance of the purchase the Member will receive a confirmation.

For AirHelp Plus Members, AirHelp will waive its Service Fee and Legal Action Fee, if applicable, for AirHelp’s delivery of Justice as a Service for the Claims for bookings that are covered by the AirHelp Plus Membership.

AirHelp Plus Complete plan is distributed in various versions and may include some or all these benefits:

4.7.1 Lounge access

AirHelp is providing Lounge access through a cooperation with COLLINSON SERVICE SOLUTIONS LIMITED (“Collinson”), a company registered in England and Wales with company number 02474708, Registered office address: Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, England for selected Lounges. The Privacy Policy and the Terms of Use of Collinson will apply for the use of this service.

Members, who purchased AirHelp Plus Complete plan as a single booking, can enjoy Lounge access for their registered delayed flights upon their eligibility:

Members will become eligible for this service, if the flight is registered at least 6 hours prior to the scheduled departure. The departure of the flight will be monitored by Collinson’s flight tracking system. Subject to successful prior registration, Collinson will provide Members with a lounge access voucher via email and SMS in the event that Collinson’s flight tracking system identifies that the Member’s flight is delayed by more than 60 minutes (the “Delay Threshold”). Access to the email address or mobile number Members provided at registration and the ability to display the lounge access voucher is a condition of use of the Service. A delay which meets or exceeds the Delay Threshold can be announced either as one single period of delay or as a result of a consequence of multiple incremental shorter delays totaling the Delay Threshold. Collinson will rely solely on their flight tracking system to determine if Members become eligible for lounge access. Members accept that Collinson does not warrant the accuracy of the flight tracking system and Members will not rely on it to track their flight departure time. In the event of a qualifying travel delay, a lounge access voucher will be provided to Members via email and SMS on the day of their flight. It cannot be used on any other day of their travel. Only the named individuals in the email confirmation will be eligible to receive the Service. The Service is provided to the Members on a non-transferable, non-refundable, and non-changeable basis. No cash or credit alternatives will be offered. Where applicable, by accessing the airport lounge, Members agree to abide by the rules and policies of the lounge.

AirHelp Plus Members, who purchased AirHelp Plus Complete plan as a yearly subscription, can enjoy Lounge access for their registered delayed flights upon the same eligibility as Members, who have purchased AirHelp Plus Complete as a single booking. Additionally Members can access a Lounge with up to 4 additional travel companions.

4.7.2 Flight status

Members will have free access to flight status, which will be presented for their flights in the personal dashboard and/or via mail.

AirHelp is not liable for the correctness of this data. The flight status presented is directly obtained by a 3rd party and is not binding. Members must still follow the agreed times and airline instructions.

4.7.3 Remote doctor

AirHelp is providing Remote doctor service through a cooperation with Telmedicin Sp. z o.o. (“Telmedicin”), a company registered in Poland with company number: 147453940 and Tributary identification number: 5272720484, Registered office address: Marynarska 13 02-674 Warszawa, Poland. The Privacy Policy and the Terms and Conditions of Telmedicin will apply for the use of these services.

The Membership as a single booking includes a single-use Voucher for the use of Telmedicin Medical consultation services up to 30 days after the actual departure date. Members have to sign up with their Voucher through airhelp.telemedi.co.

AirHelp Plus Membership as a yearly subscription, includes a Voucher for the use of Telmedicin Medical consultation services up to 12 consultations per year free-of-charge.

Benefits are personal and apply only to the Member, which means the Member has to be named as a passenger in the booking, and to a certain number of passengers (as set out in the confirmation email), if they are included in the same booking as the Member.

The Service Fee and Legal Action Fee will not be refunded to the Member for flights that were disrupted prior to the commencement of the Membership.

The Membership is non-transferable. The Member must promptly notify AirHelp upon becoming aware of any unauthorized use of the Membership.

For the Membership as a yearly subscription, the Membership shall be automatically renewed for one year thereafter until and unless the Member chooses to cancel the Membership, which can be done i) by the Member, when logged into their account and choosing “Manage Membership” in the dashboard and clicking “Cancel Membership”, or ii) by the Member providing AirHelp with a written notice of their desire not to automatically renew the Membership, sent to: plus@airhelp.com

Members, who qualify as consumers pursuant to EU-consumer regulations, can withdraw their Membership within 14 days from the purchase without the need to specify any reasons. To exercise the right to withdrawal and receive a full refund, the withdrawal must be communicated within a 14-day period from the purchase and it must clearly state that the Member wishes to withdraw from the Membership. Due to the nature of the service provided to the Member, the Member cannot withdraw from the Membership if the Member has been traveling on any flights covered by the Membership. The withdrawal can be sent to: plus@airhelp.com

If the cancellation is received by AirHelp 14 days after the conclusion of the initial or renewed Membership, the Member will not be entitled to any refund of the Membership fee.

Once the Membership is terminated, canceled, or expired, the Member loses all AirHelp Plus benefits and AirHelp will no longer waive its Service Fee and Legal Action Fee, if applicable, for AirHelp’s delivery of Justice as a Service.

Former Members who have chosen not to renew their Membership, have to file their claim originating from the Membership period, no longer than 90 (ninety) days after the Membership has expired, to receive the benefits of the AirHelp Plus Membership.

AirHelp reserves the right to refuse the Membership to any person and, in case of breach of the Terms by the Member, terminate the Membership at any time.

The Member will not be entitled to any refund of the Membership fee upon termination of the Membership by AirHelp.

§5 Fees and Payments
AirHelp provides Eligibility Service and Information Service free of charge.

AirHelp provides Justice as a Service free of charge unless AirHelp is successful in collecting Flight Compensation (“no win no fee”).

If AirHelp is successful, AirHelp will transfer the Flight Compensation to the Customer, subject only to fees that may apply in accordance with the Price List. Pre-financed court fees and attorney’s fees will be offset from any payments transferred to AirHelp in the name of the Customer.

If AirHelp is successful, but the Flight Compensation and/or attorney’s fees, court fees, interest or similar has been transferred directly from the airline to the Customer, the Customer will be invoiced and commits to transfer AirHelp’s fees without unreasonable delay in accordance with the Price List and the pre-financed received attorney’s fees, court fees, interest or similar, if any, to AirHelp.

Payment of the agreed part of the Flight Compensation to the Customer will be done as agreed in the Price List by AirHelp.

If the Customer has provided wrong or insufficient information to pay the Flight Compensation and it is returned to AirHelp, AirHelp will make reasonable endeavors to contact the Customer, including email reminders and other means of communication provided by the Customer to AirHelp. If the Customer does not respond to provide correct payment information, AirHelp shall be entitled to keep the part of the Flight Compensation that otherwise should have been transferred to the Customer.

When AirHelp has paid the agreed Flight Compensation in accordance with the instruction of and method selected by the Customer, AirHelp shall not be liable for:

checks, prepaid debit cards, credit cards, and similar lost in transit to the Customer;

any effect of the Customer giving wrong bank account information, wrong address, or similar, including, but not limited to, the Flight Compensation being paid to the wrong receiver. If Flight Compensation has been paid to a wrong receiver at the fault of the Customer, AirHelp shall not be obligated to actively reclaim it.

No interest may be claimed for the period between the incoming and outgoing payments. AirHelp reserves the right to retain any interest that has been recovered from the airline.

AirHelp shall not be liable for any amount of compensation, damages or similar, if AirHelp is prevented from transferring the payment to the Customer by an event beyond its reasonable control, including but not limited to, strike, lock-out, labor dispute, act of God, war, riot, civil commotion, malicious damage, compliance with a law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, and storm.

§6 Data Protection
AirHelp will primarily use the personal data provided by the Customer for the purpose of delivering Eligibility Service, AirHelp Plus Membership, Information Service, and Justice as a Service in accordance with the Agreement. AirHelp may also collect personal data for other purposes such as statistics, administration, and communication, IT and security administration, physical security, authentication and authorization systems, support systems, a collaboration of internal projects, and organizational teams and activities. All personal data is collected in accordance with the General Data Protection Regulation, Regulation (EU) 2016/679 (see Privacy Statement) or other data protection laws that may be applicable.

The Customer provides AirHelp with personal data under the General Data Protection Regulation or other data protection laws that may be applicable, with the explicit permission to process the personal data given by the Customer and, where applicable, given on behalf of or by their fellow passengers for the use thereof in the context of the Agreement. AirHelp will only transfer the personal data to third parties under the conditions as listed below:

if the Customer has given consent;

if it is for a purpose directly related to the original purpose for which the personal data was collected;

if it is necessary for the preparation, negotiation, and fulfilling the Agreement with the Customer;

if it is required due to a legal obligation, administrative, or court order;

if it is required for the establishment or protection of legal claims or in defense of court actions;

if it serves the prevention of misuse or other illegal activities, such as deliberate attacks, to ensure data security.

§7 Data and information from the Client
On request by AirHelp, the Customer or their fellow passengers will provide AirHelp with all data or information that is required for the execution of the Agreement. The Customer warrants that the data and information provided is correct, complete and true, and where applicable, given with the consent of the fellow passengers.

The Customer agrees to fully indemnify AirHelp in all respects for all third-party claims including, but not limited to, incorrect Customer communications, provision of incorrect data/information, and fraudulent conduct.

In case of incorrect data/information and fraudulent conduct, AirHelp reserves the right to terminate the Agreement with immediate effect. If the Agreement is terminated in accordance with this paragraph, the Customer will not have any right to compensation of any kind.

§8 Right of withdrawal
If the Customer qualifies as a consumer in accordance with EU consumer regulations i.e. they are a person who enters into a legal transaction for a purpose that is neither their commercial nor their independent vocational activity, they have a statutory right of withdrawal.

The Customer can withdraw their acceptance of the Agreement within 14 days from the conclusion of the Agreement (e.g., letter, email) without the need to specify any reasons. To exercise their right to withdrawal, the withdrawal must be communicated within the 14-day period mentioned above and it must clearly state their wish to withdraw from the Agreement. Due to the nature of the service provided to the Customer, they cannot withdraw from our Agreement, if we have informed the Customer that the airline has accepted the Claim, as in such an event we have completed the service they requested. The withdrawal can be sent to:

AirHelp Germany GmbH
Boxhagener Straße 18
10245 Berlin
Germany

or

e-mail: info@airhelp.com

§9 Final Provisions
AirHelp is authorized to alter these Terms and the Price List and to set forth additional conditions at any time and without notice. However, changes with a negative effect on the Customer will not apply to the Customer, unless the Customer agrees to new changes.

The laws of Germany apply to these Terms, the Assignment Form, and the Agreement between AirHelp and the Customer. The Customer is, however, always entitled to claim due to protection under mandatory provisions provided by laws of the country where the Customer resides.

Should any provision of these Terms be or become void, illegal, or unenforceable, this shall not affect the validity of the remaining provisions in any way whatsoever.

Rights and obligations fully or partially related to any submitted Claim may be transferred without restrictions by AirHelp to any entity within the corporate group of AirHelp and by AirHelp to third parties.

The English version of these Terms shall prevail in case of inconsistency to any other language version.

Updated: June 30, 2021.
Version 2.21