Terms and conditions of service
The terms of DelayFlight24's service: what we do for you, what it costs and how you can withdraw.
1Who we are
The service is provided by DelayFlight24 s.r.l., with registered office at Via G. Carducci 13, 39100 Bolzano (BZ), Italy, VAT number IT03304190212, email [email protected] ("DelayFlight24" or "we").
These terms govern the relationship between DelayFlight24 and the passenger who entrusts us with a compensation claim (the "Customer").
2The service
DelayFlight24 assists the Customer in recovering the compensation and other amounts provided for by Regulation (EC) No 261/2004 and related rules for delayed, cancelled or overbooked flights.
The service includes:
- a free check of the flight and of the right to compensation;
- the claim to the airline and the follow-up reminders;
- the formal notice and, where useful, conciliation procedures;
- if needed, legal action through the external law firm that works with DelayFlight24;
- collecting the compensation and paying the Customer their share.
DelayFlight24 assesses every claim and may decline or stop it if it considers there is no reasonable chance of success; in that case it informs the Customer, at no cost to them.
3How the contract is made
The contract is made when the Customer fills in the form on the website, accepts these terms and signs online the mandate authorising DelayFlight24 to claim compensation on their behalf.
The Customer declares that they are entitled to claim compensation, that they have not already entrusted the claim to anyone else and that they have not already been compensated. For passengers under 18 the mandate is signed by a parent or legal guardian.
For as long as the mandate lasts, the Customer does not entrust the same claim to anyone else and does not pursue it on their own without telling us.
4Costs and fee
Checking the flight and opening a claim are free. The Customer only pays if they get compensated ("no win, no fee").
If the compensation is paid, DelayFlight24 keeps a fee of 25% of the amount obtained, plus VAT (22%). For example: on €250 the Customer receives €173.75, on €400 they receive €278, on €600 they receive €417.
If the airline does not pay and the claim is handed to the partner law firm for legal action, the fee becomes 40% of the amount obtained, plus VAT (25% for DelayFlight24 and 15% for the law firm). The fee stays at 40% even if the airline pays after the claim has been handed to the law firm.
The fee is calculated on the amount of each passenger, including companions and children added to the same claim.
The costs of legal action are borne by DelayFlight24 and the law firm: if the case is lost the Customer pays nothing. Any legal costs and interest awarded by the court on top of the compensation belong to DelayFlight24 and the law firm.
If the claim is cancelled because of the Customer (for example at their request after the withdrawal period, because the same claim was entrusted to someone else, or for lack of cooperation), the Customer pays DelayFlight24 €50 for the work done until the claim is handed to the law firm; once the claim has been filed in court, the agreed fee is due.
If the court asks the Customer to attend a hearing and the Customer cannot attend, they can be represented through a power of attorney, which costs €35 + VAT.
5Payment to the Customer
Airlines pay the compensation to DelayFlight24, which pays the Customer their share, after deducting the fee, by bank transfer to the account indicated by the Customer once the payment has been received.
If the airline pays the Customer directly after the mandate has been signed, the Customer tells us straight away and pays us the agreed fee.
The Customer must provide correct bank details. DelayFlight24 is not liable for failed payments due to wrong details provided by the Customer. If the Customer does not provide their payment details despite our reminders, DelayFlight24 holds their share until it receives them.
On request, DelayFlight24 sends an invoice for its fee.
6The Customer's obligations
The Customer provides true, complete and up-to-date information and documents (identity document, boarding pass or booking, the airline's messages) and cooperates when we ask for information or an additional signature needed for the claim.
If the information provided is false or the claim is fraudulent, DelayFlight24 may terminate the contract with immediate effect.
7Right of withdrawal
A Customer who is a consumer may withdraw from the contract within 14 days of signing the mandate, at no cost and without giving a reason (Articles 52 et seq. of the Italian Consumer Code, Legislative Decree 206/2005).
To withdraw, simply send a clear statement to [email protected], for example using the form below.
If, at the Customer's request, the service is completed before the 14 days have passed (the airline has already agreed to pay), the Customer loses the right of withdrawal, as provided for by Article 59 of the Italian Consumer Code.
Withdrawal form: "To: DelayFlight24 s.r.l., [email protected]. I hereby give notice that I withdraw from my contract for the compensation claim service relating to flight ___ of ___. Customer's name: ___. Date the mandate was signed: ___. Date: ___. Signature (only if the form is sent on paper)."
8Duration and end of the contract
The contract ends when DelayFlight24 has paid the Customer their share of the compensation, when the Customer withdraws, or when DelayFlight24 informs the Customer that the claim cannot go ahead.
The Customer can ask at any time where their claim stands; they can also see it in their account.
9Personal data
DelayFlight24 processes the Customer's data only to handle the claim and to meet its legal obligations, as described in the data protection notice.
10Applicable law and disputes
These terms are governed by Italian law. For disputes with a Customer who is a consumer, the court of the place where the Customer lives has jurisdiction.
These terms are available in several languages; in case of differences the Italian version prevails.
DelayFlight24 may update these terms; changes do not apply to claims already opened, unless they are more favourable to the Customer.