The fine print

These Terms and Conditions are basically an agreement between you (the website user or customer) and Doorify Tech S.R.L. global travel management, who runs the www.troubleflight.com website. This is the policy that Doorify Tech S.R.L. Global Travel Management follows to provide info, software, and services on troubleflight.com. Trouble Flight services are only available if you've accepted these Terms of Use.

1. Terminology

1.1. "Agreement": the deal between you and Doorify Tech S.R.L., made after you've read and accepted the Terms of Use.

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

1.3. "Power of Attorney": the document that lets Trouble Flight represent you in dealings with the airline and other institutions about your claim.

1.4. "Claim": any demand for money from an airline for compensation under the European Regulation 261/2004.

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

1.6. "Compensation": the total amount of money that an airline has to pay you, either because of a court order or some other authority's decision, or what the airline offers to pay after Trouble Flight takes action on your claim.

1.7. "Regulation 261/2004": European Regulation 261/2004 of the European Parliament and of the Council of 11 February 2004, which sets the rules for compensation and help for passengers in cases of denied boarding, cancellations, or long delays of flights.

1.8. "Compensation calculator": This is the page on the Trouble Flight website (www.troubleflight.com) where users can figure out the chances and potential amount of compensation. The amount shown at the end isn't legally binding and doesn't count as an offer for a contract.

1.9. "TroubleFlight commission": This is a 25% fee (plus VAT) of the total compensation amount.

1.10. "Legal action": This means taking a claim to court or handing it over to a lawyer or law firm we've partnered with.

1.11. "Legal action fee": If legal action happens, there's an additional fee of 50% (including VAT) of the total compensation amount on top of the TroubleFlight fee.

2. General applications

2.1. These Terms of Use apply to all customers. By checking the "I have read and agree to the Terms of Use" box, the customer agrees to follow these terms.

2.2. We identify customers by checking the server logs from problemflight.com, saving the customer's IP address, and other relevant non-personal data according to our privacy policy.

3. Agreement

3.1. Once all fields on the "Compensation Calculator" page are filled out, the Terms of Use are read and agreed to, and the form is submitted, the customer makes a legally binding offer for a contract with Trouble Flight. The agreement is only valid if Trouble Flight decides to pursue the customer's claim.

3.2 You promise that the Claim hasn't been given to someone else and there's no ongoing or expected legal dispute with the airline about the same issue. After you sign the Power of Attorney, you agree not to involve anyone else to handle the Claim or give it to anyone other than Trouble Flight. If you have any existing agreements or assignments, you need to cancel them before signing the Power of Attorney.

3.3 This Agreement ends when:

3.3.1. the airline has paid the Compensation in full to Trouble Flight and Trouble Flight has given you your share after deducting all taxes,

3.3.2. the airline has paid the Compensation directly to you and you've paid Trouble Flight's fee and, if needed, the legal action fee to Trouble Flight, or

3.3.3. Trouble Flight decides not to pursue the claim after reviewing it thoroughly and tells you they won't go forward with it.

4. Services

4.1. Trouble Flight deals with getting compensation for air passengers under European Regulation 261/2004 and the Montreal Convention, and charges a fee of 25% (plus VAT) of the total amount if they successfully get the compensation.

4.2 To get you compensation from the airline, Flight Trouble checks if your claim is valid, gathers all the necessary documents to file the claim, tries to settle it out of court, and if needed, takes the claim to other institutions (like national enforcement bodies or alternative dispute resolution bodies). If none of these options work, or if the airline outright rejects Flight Trouble's representation, Flight Trouble will go to court or pass the claim to a legal rep, like a lawyer or law firm. If legal action is taken and you get paid, Flight Trouble will charge a legal action fee on top of the usual Flight Trouble fee to cover the extra legal costs. But don't worry, Flight Trouble won't charge you any fees if the claim doesn’t work out.

4.3 The compensation amount you see in the "Compensation Calculator" on troubleflight.com isn't a legally binding offer. If your claim is successful, the cost of Flight Trouble’s services will be deducted from the compensation you get from the airline.

4.4 To proceed with the claim, Flight Trouble needs you to sign a power of attorney, which you can send to them through the web form.

4.5 If you give incorrect information or act fraudulently, like using a fake signature, Flight Trouble can cancel the contract immediately without notice. If they do, you won't be entitled to any compensation.

5. Payment and Commission

5.1 Trouble Flight gets a commission only if the request is successful. If the customer doesn’t get any compensation, they don’t have to pay for Trouble Flight’s efforts and services.

5.2 If a customer is referred to Trouble Flight by a third-party partner, Trouble Flight’s commission and any legal action fees might be different, as stated in the partner’s terms and conditions.

5.3 If legal proceedings result in the customer getting only part of the compensation, Trouble Flight takes its commission just from that amount, not from the total claimed in court.

5.4 Trouble Flight has the right to deduct its commission and, if applicable, the legal action fee from the total compensation amount before paying the customer.

5.5 As soon as Trouble Flight gets the compensation from the airline, they must pay the agreed amount to the customer as quickly as possible.

5.6 The customer has to share their bank details with Trouble Flight to complete the transaction. Trouble Flight must use the cheapest transfer method. If the customer has a Single Euro Payments Area (SEPA) account, all payments will go there. Customers without a SEPA account will be paid via PayPal. Any costs from the transaction are the customer’s responsibility.

5.7 If you get the full compensation, you gotta transfer the Trouble Fee and, if needed, the Legal Action Fee right away when asked. If you get direct payments or any other compensation from the airline after we agree, you need to tell Trouble Flight right away. The Trouble Fee and Legal Action Fee are non-refundable. You agree not to refund any credit card payments for services already provided. If you file for a refund or a payment dispute, you'll be breaking these Terms of Use and might face collection actions.

6. Your Rights and Obligations

6.1 You have the right to visit the troubleflight.com website and make offers to enter into an agreement with Trouble Flight.

6.2. You have the right to get updates about your claim status through your user profile on the site.

6.3. You're fully responsible for keeping your claim ID and email safe from third parties. If you notice any breach of your privacy on the Site, it's your duty to inform Trouble Flight immediately so we can secure your account.

6.4. You need to help with the request process by giving Trouble Flight your flight info, tickets, and reservation details. You have to provide any relevant information that might affect your request. You also need to tell Trouble Flight immediately if the airline contacts you directly or sends you a voucher despite the compensation.

6.5. Once you've signed up with TroubleFlight, you can't use other companies or agents offering the same stuff as TroubleFlight. You're also not allowed to take any individual actions against the airline unless TroubleFlight gives you written permission.

6.6. You can break off your agreement with TroubleFlight anytime before your claim is successfully processed. Check out section 8 of these Terms of Use for more details.

7. Rights and obligations of Trouble Flight

7.1 TroubleFlight can refuse to make an agreement with any customer who requests their services on the TroubleFlight website.

7.2. TroubleFlight can change the Terms of Use whenever they want. They'll let everyone know about the changes by posting the info in a noticeable spot on the site and giving you enough time to get familiar with the changes.

7.3 TroubleFlight can limit access to the troubleflight.com website for users, and change or stop some of their services.

7.4. TroubleFlight can end the service agreement with you if you break the rules in section 6.5. of the Terms of Use.

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

8.1 If you’ve signed up with TroubleFlight, you can end the service agreement if you break the rules. You can send your withdrawal to TroubleFlight in any written form (letter, e-mail), and it doesn’t have to be formal.

8.2 If you've signed an agreement with Trouble Flight, you can cancel the service within 14 days without any reason and without paying any fee, as long as Trouble Flight hasn't sent your request to the airline by the time you cancel. If you cancel within 14 days but Trouble Flight has already sent your request, you'll need to pay the fee as per the management agreement.