Last updated: 29 October 2026
Version 1.0 (UK) | Effective 29 October 2026 | For customers who live in the United Kingdom
These terms apply if you live in the United Kingdom. Please read them together with the Claim Assignment Agreement (UK) you sign for each claim, the Fee and Payout Schedule (Schedule A (UK)), and our Privacy Notice (UK).
Flightremedy is operated by FLIGHTREMEDY (Pty) Ltd, registration number 2026/554635/07, a private company registered in the Republic of South Africa. Registered address: 2 Nebiolo Way, Stellenbosch, 7600, South Africa. Email: info@flightremedy.com. Website: www.flightremedy.co.uk. We are not a law firm and do not provide legal advice.
2.1 We pursue fixed compensation claims under Article 7 of Regulation 261/2004 as it forms part of UK law ("UK261") and, where it applies to your flight, the EU Regulation 261/2004 (together, "the Regulations") for flight delays, cancellations and denied boarding, on a no-win-no-fee basis: you pay nothing unless compensation is paid for your claim. A fee can still be due if the airline pays you directly (clause 8), or if you cancel more than 14 days after signing, after we have submitted your claim, and the airline then pays (clause 10).
2.2 You assign (transfer) your claim to us under the Claim Assignment Agreement (UK). Once we have given the airline notice, the airline owes the money to us. When it pays, we pay you 70% of the Net Recovery and keep 30% as our fee. The Claim Assignment Agreement (UK) also gives us authority to pursue the claim in your name, which we may use if an airline does not recognise the assignment or to complain to an alternative dispute resolution scheme; the 70/30 deal stays the same either way.
2.3 We decide how best to pursue each claim, including negotiating, settling, complaining to an alternative dispute resolution scheme, referring the claim to solicitors or enforcement partners, bringing court proceedings in our own name, or assigning the claim onward to a partner for enforcement. All enforcement costs are ours; you never contribute to them.
2.4 We do not guarantee success. Airlines can lawfully refuse claims in some circumstances (for example genuine extraordinary circumstances such as severe weather or air traffic control strikes).
3.1 You submit flight details and documents through our website, read the key information we show you before you sign, accept these terms, and sign the Claim Assignment Agreement (UK) electronically. Each adult passenger must sign their own agreement. A parent or legal guardian gives authority for a child under 18, as clause 8 of the Claim Assignment Agreement (UK) explains.
3.2 The contract between you and us is made when you sign, and we then email you a copy of these terms. We may first assess eligibility, and clause 4 applies.
3.3 You confirm you are 18 or older and legally able to contract. You agree that electronic signatures and records are valid and binding.
4.1 We may decline any claim, or stop pursuing an accepted claim at any point, if in our reasonable judgment it is ineligible, uneconomic to pursue, time-barred, or defended on grounds (such as extraordinary circumstances) that make success unlikely.
4.2 If we decline or stop, we will notify you by email and re-assign your claim to you under clause 5 of the Claim Assignment Agreement (UK). You owe us nothing, and you are free to pursue the claim yourself or through anyone else.
5.1 Our fee is 30% of the Net Recovery, inclusive of VAT (if any). You receive 70% of the Net Recovery. Paying your 70% is a binding contractual obligation, not a discretion: once the airline's payment clears in our account, your 70% is a debt we owe you, payable within the timeline in clause 6. There are no other charges of any kind.
5.2 "Net Recovery" means the compensation recovered for your claim, in pounds sterling. Where the airline pays in another currency (for example euros on an EU261 claim), it means the amount converted into pounds at the exchange rate actually achieved. Flightremedy bears all bank, transfer and currency conversion charges incurred in receiving the airline's payment and paying out your share; these charges do not reduce the Net Recovery or your 70% share. Worked examples are in Schedule A (UK).
5.3 Where compensation is recovered for several passengers on one booking, the split is calculated per passenger. Interest or costs recovered on your claim form part of the Net Recovery for that claim.
5.4 If the airline pays only part of the claim, the split applies to the part actually received. If we recover further amounts later, we account for each receipt on the same basis.
5.5 With every payout you receive a settlement statement showing: the gross amount the airline paid, any exchange rate achieved, the resulting Net Recovery in pounds, the 70/30 split, and confirmation that bank, transfer and conversion charges were borne by Flightremedy and did not reduce your payment.
5.6 Damages-based agreements. Where the law of England and Wales treats any part of our agreement with you as a damages-based agreement (for example where we pursue a child's claim, or any claim, under the authority in clause 3 of the Claim Assignment Agreement (UK), or where clause 8 applies after the contract has been cancelled), that part: (a) relates to the claim or claims identified in the Schedule to your Claim Assignment Agreement (UK), and to any proceedings to recover them; (b) makes our fee payable only in the circumstances set out in clauses 5, 8, 9.3 and 10.4; and (c) sets our fee at 30%, including VAT, of the sums recovered. We charge that rate on every claim because we do all the work, pay all the costs of pursuing the claim (including any court and enforcement costs), and receive nothing if no compensation is paid.
6.1 We pay your 70% within 10 business days of the date the airline's payment is cleared in our account and matched to your claim. "Business day" means a day other than a Saturday, Sunday or bank holiday in England and Wales.
6.2 Payment is made by bank transfer in pounds to a UK bank account in your name (or, for a child, in the name of the parent or guardian who gave authority). You must give us accurate account details; we are not liable for payment to an incorrect account you provided, though we will help trace it.
6.3 We may verify your identity before paying out, to prevent fraud.
7.1 If an airline offers a voucher, travel credit or other non-cash settlement, the choice to accept is yours; we will give you our recommendation and the cash value. We do not charge a fee on a voucher or other non-cash settlement. If you accept one, you owe us nothing for it, and we re-assign the claim to you as clause 5 of the Claim Assignment Agreement (UK) describes.
7.2 We may accept reasonable cash settlements of the assigned claim without further approval from you, provided your 70% is calculated on the amount actually received.
8.1 Airlines sometimes pay the passenger directly, despite the assignment. A payment for a claim you assigned to us belongs to us, because the claim is ours, and you may keep 70% of it as the price for the claim. Our fee applies in the same way to a payment for a child's claim we pursue under your authority. If either happens, you must:
(a) notify us within 5 business days of receiving the payment; and
(b) pay us our 30% fee within 7 business days of receiving the payment.
8.2 The fee under this clause is 30% of the amount the airline states it paid. If the airline paid in a currency other than pounds, it is converted into pounds at the Bank of England's published spot exchange rate for the payment date, or if that is unavailable, the European Central Bank reference rate for that date. No bank-charge deductions apply, because the money did not pass through our account.
8.3 We may invoice this fee, and it is recoverable from you as a debt. We may also set it off against any other amount we owe you.
8.4 This clause survives cancellation of the contract, but only for a payment the airline makes to you within 12 months after cancellation as a result of a claim we submitted to the airline before you cancelled. It does not apply if you cancel within the 14-day cancellation period (clause 10.3). If we declined or stopped the claim under clause 4, you owe us nothing.
9.1 You warrant that: the claim is genuine and yours; it has not been previously assigned, settled, waived or paid; no one else (including another claims company or a solicitor) is pursuing it and you are not pursuing it yourself; and everything you tell us and every document you upload is true, accurate and complete.
9.2 After signing you must not contact the airline about the claim except to refer it to us, must forward to us anything the airline sends you about it, and must respond to our reasonable information requests within 14 days.
9.3 If a warranty in clause 9.1 is untrue, or you break clause 9.2 in a way that defeats the claim, we may cancel the contract and recover from you the reasonable costs we wasted, and, if the airline has paid compensation for the claim, our 30% fee on the amount paid.
9.4 If you do not respond to our requests for more than 60 days, and you then do not respond within 14 days of a written warning from us, we may treat the contract as cancelled by you under clause 10.4; clause 8.4 applies if the airline later pays you.
10.1 Your 14-day right to cancel. You have the right to cancel this contract within 14 days without giving any reason. The cancellation period ends 14 days after the day you sign. To cancel, tell us by a clear statement, for example an email to info@flightremedy.com or a letter to our registered address. You may use the model cancellation form at the end of these terms, but you do not have to. You meet the deadline if you send your message before the cancellation period ends.
10.2 When we start work. By signing, you ask us to start work on your claim straight away, including submitting it to the airline, before the cancellation period ends.
10.3 If you cancel within the 14 days. You owe us nothing, even if we have already submitted your claim. If the airline later pays compensation for the claim, all of it is yours: if it pays us, we pass the whole payment to you.
10.4 If you cancel after the 14 days. You may still cancel at any time by email.
(a) If we have not yet submitted your claim, you owe us nothing.
(b) If we have submitted your claim, clause 8 applies to any payment the airline makes to you within 12 months as a result of that submission, as clause 8.4 explains.
10.5 When the contract is cancelled, we re-assign your claim to you under clause 5 of the Claim Assignment Agreement (UK).
10.6 We may cancel the contract on written notice if you materially breach it and do not fix the breach within 10 business days of being asked; clause 4.2 applies to the claim itself, except where clause 9.3 applies.
We process your personal information (and that of any child you give authority for) to run your claim, including sending it to airlines, alternative dispute resolution schemes, courts, regulators and enforcement partners in the UK, the EU and elsewhere. Our Privacy Notice (UK) explains how we comply with the UK GDPR, including the protections for transfers outside the UK, and forms part of these terms.
12.1 This clause does not limit our obligation to pay you your share of any compensation we recover, which is never capped. We will provide our service with reasonable care and skill. We are liable for loss caused by our breach of this contract or our negligence, but our total liability to you for any mistake in handling your claim is limited to the compensation the Regulations would have provided for the claims covered by your signature (your own claim and any child's claim you gave authority for), plus interest. This limit does not apply to our liability for breach of data protection law or for fraud.
12.2 We are not liable for losses that were not reasonably foreseeable when you signed, for the airline's refusal or inability to pay (including insolvency), for delays caused by airlines, courts, regulators, banks or payment providers, or for the outcome of any claim, except where the outcome is caused by our breach of this contract or our negligence.
12.3 Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including your rights under the Consumer Rights Act 2015, or our liability for death or personal injury caused by our negligence, or for fraud.
13.1 Complaints: email info@flightremedy.com with "Complaint" in the subject line. We acknowledge within 2 business days and respond fully within 15 business days.
13.2 If you are not satisfied with our final response, you can take your claim to the courts in the part of the United Kingdom where you live, including through the small claims procedure.
13.3 These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you keep the protection of the mandatory rules of the law where you live. You may bring proceedings in the courts of the part of the United Kingdom where you live, and we may bring proceedings against you only in those courts. We do not force consumers into arbitration.
14.1 We may update these terms for future claims. The version you accepted when you signed governs your claim; we will not change the 70/30 split or introduce new charges for a claim already signed.
14.2 If any provision is unenforceable, the rest remain in force.
14.3 You may not transfer your rights under this contract without our written consent, except that your right to be paid your 70% may pass to your estate.
14.4 Notices to you go to the email address you provided; notices to us go to info@flightremedy.com. An email is treated as received on the business day after sending, except that a cancellation under clause 10.1 is in time if you send it before the cancellation period ends.
14.5 These terms, the Claim Assignment Agreement (UK), Schedule A (UK) and the Privacy Notice (UK) are the whole agreement. If these terms conflict with the Claim Assignment Agreement (UK), that agreement prevails for the assignment and the authority; these terms prevail for fees and payouts.
If you want to cancel within 14 days of signing, you can copy this form into an email or a letter, but you do not have to use it (clause 10.1).
To: FLIGHTREMEDY (Pty) Ltd, 2 Nebiolo Way, Stellenbosch, 7600, South Africa; info@flightremedy.com
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: flight compensation claim, Flightremedy claim reference: ________
Signed on: ________
Name of consumer(s): ________
Address of consumer(s): ________
Signature of consumer(s) (only if this form is notified on paper): ________
Date: ________
Schedule A (UK): Fee and Payout Schedule (separate document, forms part of these terms).
Version 1.0 (UK) | Effective 29 October 2026 | Forms part of the Flightremedy Terms and Conditions (UK)
Our fee is 30% of the Net Recovery, inclusive of VAT (if any). You receive 70%. Net Recovery means the compensation recovered for your claim, in pounds, or converted into pounds at the exchange rate actually achieved where the airline pays in another currency. Flightremedy bears all bank, transfer and conversion charges; they never reduce your 70% share or the Net Recovery figure. Your 70% is a debt Flightremedy owes you from the moment the airline's payment clears in our account: paying it is a binding obligation under your Claim Assignment Agreement (UK) and these terms, never a discretion. There are no other charges of any kind.
| Step | Amount |
|---|---|
| Airline pays compensation | GBP 520.00 |
| Net Recovery | GBP 520.00 |
| Your 70% | GBP 364.00 |
| Our 30% fee (inclusive of VAT, if any) | GBP 156.00 |
Because the split is applied to the full amount, your 70% is never reduced by bank or transfer charges. Those costs are Flightremedy's, not yours.
The calculation runs per passenger. Illustrative family of four on the same disrupted flight, each awarded GBP 520:
| Per passenger | Family total | |
|---|---|---|
| Net Recovery | GBP 520.00 | GBP 2,080.00 |
| Paid to you (70%) | GBP 364.00 | GBP 1,456.00 |
| Our fee (30%) | GBP 156.00 | GBP 624.00 |
Payouts for children are paid to the parent or guardian who gave authority for them.
If the airline lawfully pays a reduced amount (for example a 50% reduction where it rerouted you within the time windows the Regulations allow, or a negotiated settlement), the 70/30 split applies to the amount actually received. If further amounts are recovered later, each receipt is split on the same basis when it arrives.
If the airline offers a voucher or travel credit instead of cash, the choice to accept or refuse is yours; we will tell you the cash value and what we recommend. We charge no fee on a voucher or other non-cash settlement. If you accept one, we hand your claim back to you (clause 7 of the Terms and Conditions (UK)).
Interest or costs recovered on your claim are added to the recovery and split 70/30 in the same way.
By bank transfer, in pounds, to a UK bank account in your name (or the name of the parent or guardian who gave authority for a child), within 10 business days of the airline's payment clearing in our account and being matched to your claim. With every payout you receive a settlement statement showing: the gross amount the airline paid, any exchange rate achieved, the Net Recovery, the 70/30 split in pounds, and confirmation that bank, transfer and conversion charges were borne by Flightremedy.
Our 30% fee is then calculated on the amount the airline says it paid, converted if necessary at the Bank of England spot rate for the payment date (clause 8 of the Terms and Conditions (UK) explains the process and timelines).