Terms and conditions

These Terms and Conditions are an agreement between you (as a website user or customer) and Doorify Tech S.R.L. global travel management, as operator of the www.troubleflight.com website. It is the policy under which Doorify Tech S.R.L. Global Travel Management provides information, software and services on troubleflight.com. Trouble Flight services are offered only in cases where the customer has accepted these Terms of Use.

1. Terminology

1.1. "Agreement": agreement between the customer and Doorify Tech S.R.L., which has been concluded after the customer has read and accepted the Terms of Use.

1.2. Trouble Flight: Doorify Tech S.R.L., with address at Bd. Pipera 198/4, Bl. L1B3, Sc. 2, Ap. 15, 077191 Voluntari, Ilfov, Romania.

1.3. "Power of Attorney": the document by which the Customer, subject to the terms and conditions herein, allows Trouble Flight to represent them before the airline and other institutions in relation to their claim.

1.4. "Claim": any claim against an airline for monetary compensation under the right to compensation under European Regulation 261/2004.

1.5. "Customer": a person who has accepted these Terms and Conditions.

1.6. "Compensation": the total amount of money payable by an airline pursuant to a court order or decision of another authority empowered or offered for payment by an airline resulting from any action taken by Trouble Flight in relation to a claim.

1.7. "Regulation 261/2004": European Regulation 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

1.8. "Compensation calculator": the page on the website www.troubleflight.com where each customer or user can calculate the probability and possible amount of compensation without any link. The amount of compensation shown on the final page of the form is not legally binding and does not represent an offer for a contract.

1.9. "TroubleFlight commission": a commission equal to 25% (plus VAT) of the total compensation amount.

1.10. "Legal action": the filing of a claim with a court or the delivery of a claim to a contracted legal representative, such as a lawyer or law firm.

1.11. "Legal action fee": a fee equal to 50% (incl. VAT) of the total amount of compensation to be charged in addition to the TroubleFlight fee in the event of legal action.

2. General applications

2.1. The Terms of Use are binding for all customers. By clicking the "I have read and agree to the Terms of Use" box, the customer agrees, fully accepts and undertakes to act in accordance with the Terms of Use.

2.2. Identification of the customer for the purpose of recreating his statement about his acceptance of the Terms of Use as well as about entering into the agreement is performed by checking the log files of the problemflight.com server, saving the customer's IP address as well as other relevant non-personal data in accordance with our privacy policy.

3. Agreement

3.1. After completing all fields on the "Compensation Calculator" page, reading and accepting the Terms of Use and submitting the form to our system, the customer makes a legally binding offer for a contract to Trouble Flight. The agreement will only exist if Trouble Flight agrees to pursue the Customer's claim.

3.2 The Customer warrants that the Claim has not been assigned to a third party and that no legal dispute is pending or expected between the Customer and the airline in the same matter. After signing the Power of Attorney, the Customer agrees not to engage any other party to pursue the Claim or assign it to anyone other than TroubleFlight. Any existing engagements or assignments, if any, must be cancelled prior to the signing of the Power of Attorney.

3.3 The Agreement shall terminate when:

3.3.1. the Compensation has been paid in full to TroubleFlight by the Airline and the agreed portion of the Compensation has been transferred to the Customer after deduction of all applicable taxes,

3.3.2. the Compensation has been paid in full to the Customer by the airline and the Customer has paid the Trouble Flight Fee and, if applicable, the legal action fee to Trouble Flight or

3.3.3. Trouble Flight has determined that the claim should not be pursued after conducting a thorough review of the case and has informed the Customer that such claim will not be pursued.

4. Services

4.1. Trouble Flight handles the successful application for compensation for air passengers on the basis of European Regulation 261/2004 and the Montreal Convention and charges Trouble Flight a fee equal to 25% (plus VAT) of the total amount of compensation if the compensation is successfully received.

4.2 In order to secure compensation from the airline, Flight Trouble checks whether the claim is eligible, compiles all documents to file the claim with the airline, attempts to reach an out-of-court settlement and, in certain cases, escalates the claim to other institutions (national enforcement bodies or alternative dispute resolution bodies). If none of these measures are successful or in cases where the airline rejects Trouble Flight's representation together, Trouble Flight will initiate legal action by filing the claim with a court or handing the claim over to a contracted legal representative, such as a lawyer or law firm. If legal action is taken and compensation is paid, Trouble Flight will charge a legal action fee in addition to the Trouble Flight fee to cover the additional costs of the legal action. Flight Trouble does not charge a Trouble Flight fee, a legal action fee or other service fees if the claim is unsuccessful.

4.3. The amount of compensation calculated in the "Compensation Calculator" on troubleflight.com is not a legally binding offer for a contract. The price of Trouble Flight services is deducted from the amount of compensation paid by the airline in case of successful execution of the claim.

4.4. In order to proceed with the successful claim, Trouble Flight needs the power of attorney signed by the Client, which he can send to TroubleFlight via the web form.

4.5. In cases of incorrect information and fraudulent behaviour, such as placing an invalid or forged signature, Trouble Flight reserves the right to terminate the Contract with immediate effect and without prior notice. If the Agreement is terminated in accordance with this paragraph, the Customer shall have no right to compensation of any kind.

5. Payment and commission

5.1 Flight Trouble shall receive commission only if the request is successfully executed. In the event of no compensation to the Customer, the Customer is not obligated to pay for TroubleFlight's efforts and services.

5.2 In cases where the Customer is referred to Trouble Flight by a third party partner, TroubleFlight's commission and, if applicable, legal action commission may be different, as specified in the partner's Terms and Conditions.

5.3 In the event of legal proceedings that decide that the Customer only receives a portion of the compensation, TroubleFlight deducts its commission alone from this amount and not from the total amount that has been claimed in court.

5.4 TroubleFlight shall be entitled to deduct TroubleFlight's commission and, where applicable, the legal action fee from the full amount of the Compensation before transferring or otherwise paying it to the Customer.

5.5 Immediately upon receipt of the Compensation from the airline, Flight Trouble is obliged to pay the Customer the agreed amount within the shortest possible period.

5.6. The Customer is obliged to share his bank details with Trouble flight so that a transaction can be executed. Trouble flight is obliged to use the cheapest bank transfer method. If the customer has an account in the Single Euro Payments Area (SEPA), all payments will be sent to that account. All payments to customers who do not have a SEPA account will be paid via PayPal. All costs that may result from the transaction are borne by the customer.

5.7 In the event that the Compensation is received in full by the Customer, the Customer is obliged to transfer the Trouble Fee and, if applicable, the Legal Action Fee, upon request and without delay. If the Customer receives direct payments or any other compensation from the airline after the conclusion of the Agreement, the Customer shall be obliged to inform the problem flight without delay. The problem flight fee and the legal action fee are not refundable. The Customer agrees not to refund any credit card payment for services rendered. If a Customer files a refund or other payment dispute, the Customer will be deemed in breach of these Terms of Use and may be subject to collection action.

6. Customer's rights and obligations

6.1 The Customer has the right to visit the pages on the troubleflight.com website and make offers to enter into an agreement with TroubleFlight.

6.2. The customer has the right to receive information about the status of his claim via his user profile on the site.

6.3. The customer bears full responsibility for protecting the claim ID and email address against third parties. It is the Customer's responsibility to immediately inform TroubleFlight if his attention is drawn to a breach of his privacy on the Site, so that TroubleFlight can take all necessary steps to secure his account.

6.4. The customer is obliged to assist in the execution of the request with actions such as providing flight information, tickets, reservation information to TroubleFlight. The customer is obliged to submit any relevant information that may influence his/her request. The customer is obliged to inform TroubleFlight immediately if the airline tries to contact him/her directly or sends him/her a voucher despite the compensation.

6.5. After concluding an agreement with TroubleFlight, the customer is obliged not to use the services of other companies or agents offering the same services as TroubleFlight. The customer is obliged not to take any other individual action against the airline. If the customer wishes to take such action, it may only take place with TroubleFlight's written permission.

6.6. The customer has the right to breach the agreement with TroubleFlight at any time prior to the successful execution of its claim. The conditions for withdrawal are regulated in section 8 of these Terms of Use.

7. Rights and obligations of Trouble Flight

7.1 TroubleFlight has the right to refuse to enter into an agreement with a customer who has placed a request on the TroubleFlight website.

7.2. The Terms of Use may be amended at any time by TroubleFlight. TroubleFlight is obligated to notify all customers and users of changes by posting information about the change in a conspicuous place on the site and allowing customers sufficient time to become aware of the changes.

7.3 Troubleflight reserves the right to restrict access to the troubleflight.com website for users, and to modify or terminate some of its services.

7.4. TroubleFlight reserves the right to terminate the agreement to provide services to a customer if the customer breaches its obligations covered in section 6.5. of the Terms of Use.

8. Policy on consumer's right of revocation and cancellation

8.1 Each customer who has entered into an agreement with Trouble Flight reserves the right to terminate the agreement to provide services to a customer if the customer breaches its covered obligations. Withdrawal may be sent to Trouble Flight in any written form (letter, e-mail) and need not be formal.

8.2 Each customer who has entered into an agreement with Trouble Flight has the right to revoke the service agreement without giving any reason and without paying the fee due, within 14 days of entering into the agreement, provided that Trouble Flight has not addressed the request to the air carrier by the time of the revocation request. If the customer communicates the revocation request within 14 days of signing but after Trouble Flight has sent the request to the air carrier, the customer is obliged to pay the fee due according to the management agreement.