Terms of Service

1. About Klaimly

Klaimly is a flight compensation claims service that helps passengers claim compensation under EU Regulation 261/2004 (and equivalent UK regulations) for delayed, cancelled, or overbooked flights. Klaimly is operated by Klaimly Ltd ("we", "us", "our"), a company registered in England and Wales under company number 17321388, with its registered office at 66 Paul Street, London, England, EC2A 4NA. Klaimly Ltd is registered with the Information Commissioner's Office, registration reference ZC189775.

2. Our service

When you submit a claim through Klaimly, you authorise us to:

• Assess your eligibility for compensation under EU261/UK261
• File a compensation claim with the relevant airline on your behalf
• Communicate with the airline regarding your claim
• Escalate your claim to the relevant national enforcement body if the airline does not cooperate
• Pursue legal proceedings if necessary (at our discretion and cost)
• Request your bank account details and billing address once your claim is won, and forward them to the airline solely so it can pay your compensation directly to you. For UK accounts we check the sort code and account number with a bank verification service first, to catch mistakes before they reach the airline
• Request supporting documents from you where the airline or a national enforcement body requires them (such as your passport or photo ID, boarding pass, booking confirmation, receipts, or a bank statement), and forward them solely to verify your identity or eligibility and progress your claim
• Ask you to re-sign the Letter of Authority if an airline requires a signature that matches your identity document
• Where an airline requires it, ask you to provide additional proof of authorisation beyond your electronic signature (for example a handwritten, witnessed, or notarised document), or ask you to confirm you have already submitted your claim directly to the airline yourself before we submit on your behalf

3. Our fee

4. Your obligations

By using our service, you agree to:

• Provide accurate and truthful information about your flight and disruption
• Not submit a claim that you know to be fraudulent or misleading
• Not pursue the same claim independently or through another claims company while Klaimly is handling it
• Respond to our communications in a timely manner when we need additional information
• Provide, on request, any documents the airline or a national enforcement body reasonably requires to verify your identity or eligibility or to progress your claim, and re-sign the Letter of Authority if asked. We will only ask for what is needed for your specific claim. If requested documents are not provided, your claim may be delayed or unable to proceed
• Where the airline you are claiming against requires it, confirm that you have already submitted your claim directly to that airline before we submit on your behalf, and provide any additional authorisation document the airline requires (such as a handwritten, witnessed, or notarised document, in place of or alongside your electronic signature). We will tell you at the time you submit your claim if this applies to your airline
• Once your claim is won, provide your bank account details together with the billing address registered to that account when we request them, so we can forward both to the airline to arrange your compensation payout
• Notify us if you receive any communication or payment directly from the airline regarding your claim
• Pay the 5% service fee within 14 days of receiving an invoice from Klaimly, after your compensation has been paid to you by the airline

5. Eligibility

Klaimly assesses claims under two parallel regimes, UK Regulation 261 (UK261) and EU Regulation 261/2004 (EU261), which are near-identical in substance. We determine which one (or both) applies to your flight based on its departure/arrival airports and operating airline, and pursue your claim under the correct regime accordingly.

Under UK261, compensation typically applies to:

• Flights departing from a UK airport (any airline)
• Flights arriving at a UK airport on a UK or EU/EEA registered airline

Under EU261, compensation typically applies to:

• Flights departing from an EU/EEA airport (any airline)
• Flights arriving at an EU/EEA airport on an EU/EEA registered airline

Under both regimes, the following also typically apply:

• Flights delayed by 3 or more hours at the final destination
• Flights cancelled with less than 14 days notice
• Denied boarding due to overbooking

The amount of compensation is fixed by the distance of the flight. Under UK261 it is £220 for flights up to 1,500km, £350 for flights between 1,500km and 3,500km, and £520 for longer flights. Under EU261 the equivalent amounts are €250, €400 and €600. These amounts may be reduced by 50% if the airline offered re-routing that limited your arrival delay.

Time limits for bringing a claim differ by regime: claims under UK261 can typically be brought up to 6 years after the flight in England and Wales, while claims under EU261 are subject to shorter limitation periods that vary by EU member state, generally between 1 and 3 years. We will advise you which limitation period applies to your claim.

Our eligibility check, compensation figures and calculators on our website, and our recent flight disruptions page (which uses public flight-tracking data) provide estimates only, and listing a flight there is not confirmation that it qualifies. The final determination is made by the airline or relevant authority. We cannot guarantee the outcome of any claim.

6. How payment works

The payment process works as follows:

• The airline pays you directly. When your claim is successful, the airline transfers your full compensation amount directly to you.
• We notify you by email. Once we have confirmation that the airline has processed your compensation, we will email you to let you know.
• We send you an invoice. After you have received your compensation from the airline, we will send you an invoice by email for our 5% service fee. The invoice will clearly state the compensation amount awarded, the 5% fee due, and simple instructions on how to pay.
• Payment terms. Our invoice is payable within 14 days of receipt. Payment can be made by bank transfer or via the secure payment link included in the invoice email.
• Reminders. If payment has not been received within 14 days, we will send a friendly reminder. A second reminder will be sent at 21 days. If the fee remains unpaid after 28 days, we reserve the right to send a formal demand referencing this agreement and the Letter of Authority you signed when submitting your claim.
• Late payment. If our fee is not paid within 30 days of the invoice date, we reserve the right to apply a late payment charge of £40 in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, and to pursue recovery of the outstanding fee through the county court or a debt recovery agent. These steps are a last resort and we will always attempt to resolve payment informally first.

By submitting a claim and signing the Letter of Authority, you agree to pay Klaimly the 5% service fee once your compensation has been successfully awarded and paid to you by the airline. This obligation is a binding term of our agreement.

7. Cancellation

You may cancel your claim at any time before compensation is awarded by contacting us at support@klaimly.co.uk. If you cancel before or after we have filed the claim with the airline, no fee is due provided compensation has not been awarded. If compensation is subsequently awarded by the airline as a result of work we have already carried out on your behalf, the 5% fee remains payable.

8. Your Klaimly account

You can log in to My Claims at klaimly.co.uk/account to see every claim made with your email address, its progress, and the latest update from us. Klaimly Plus members log in to their Plus dashboard the same way. Using your account is free and optional: you can still look up a single claim with its claim reference and email address without logging in.

• No password. To log in, you enter your email address and we send you a one-time 6-digit code. Each code expires after 10 minutes and can only be tried a limited number of times. We only send a code to an email address that has a claim (or, for the Plus dashboard, a Klaimly Plus membership) with us.
• Staying logged in. Once you log in, you stay logged in on that device for up to 14 days for My Claims, or 30 days for the Klaimly Plus dashboard, unless you log out sooner. Logging in to the Plus dashboard also logs you in to My Claims, and logging out of the Plus dashboard logs you out of both.
• Keeping your account secure. Anyone who can read your email inbox can request a code and see your claims, so please keep your email account secure, never share a login code with anyone (we will never ask you for one), and log out when using a shared or public device. If you think someone else has accessed your account, contact us straight away at support@klaimly.co.uk.
• Limits on login codes. To protect you and our service, we limit how often codes can be requested, both for each email address and from each device or network. If you hit a limit, wait a short while and try again.
• Your own claims only. Your account is for viewing and managing your own claims. You must not attempt to access another person's account or claims, or interfere with the security of our website. We may suspend account access if we reasonably believe it is being misused.
• Availability. We aim to keep the account area available at all times, but it may occasionally be unavailable for maintenance or reasons outside our control. Your claim continues to be handled normally whether or not you can log in, and you can always reach us by email.

9. Klaimly Plus membership

Klaimly Plus is an optional annual membership offered alongside our standard pay-per-claim service. This section sets out the specific rules that apply to it. Everything else in these Terms (including Sections 1 to 8 and 10 to 15) still applies to Klaimly Plus and to any claim filed under it, except where this section says otherwise.

9.1 What's included

• No fee, ever. Every claim filed while you are a member, however it was filed, is subject to no percentage fee. You keep 100% of any compensation awarded.
• Unlimited claims. There is no limit on how many flights you can add or how many claims can be filed for you during your membership.
• Flight tracking. You can add flights to your Klaimly Plus dashboard, before or shortly after you travel. We check publicly available flight status data for each tracked flight, before departure and again around its scheduled arrival, to see whether it was delayed or cancelled.
• Human-reviewed automatic filing. If a tracked flight shows a delay of 3 or more hours, or a cancellation, we flag it and one of our team reviews and files the claim on your behalf. We do not file a claim purely on an automated reading without a person confirming it first, this exists because third-party flight data is not always accurate (see 9.2 below).
• Denied boarding. Being denied boarding cannot be detected from flight status data at all, it depends on what happened at the gate. You can start a claim for this yourself at any time from your dashboard, using your saved profile details so you don't need to re-enter them, and it is filed with no fee under the same membership.

9.2 The limits of automatic tracking

Flight tracking relies on data from third-party aviation data providers. This data can occasionally be delayed, incomplete, or inconsistent between checks for the same flight, and coverage of some airports and routes is better than others. We make reasonable efforts to check every tracked flight and to review anything the data suggests was disrupted, but we cannot guarantee that every delay or cancellation will be detected automatically, or that automated data will always be accurate. Klaimly Plus does not remove your right, and does not remove our willingness, to file a claim manually if you believe a tracked flight was disrupted and it was not picked up, contact support@klaimly.co.uk and we will look into it.

9.3 Your responsibilities

• You must provide an accurate flight number, date, route, and a valid booking reference for every flight you add. A claim cannot usually be filed without a correct booking reference.
• You must have been a passenger on the flight yourself. Unlimited claims under Klaimly Plus only ever cover flights you were personally booked on and travelled on (or were booked to travel on, in the case of a cancellation or denied boarding). You cannot use your membership to file a claim purely on behalf of someone else, for a flight you were not on yourself, membership is not a general claims-filing service for other people's travel.
• The eligibility rules that apply to any Klaimly claim (Section 5) apply equally to claims filed under Klaimly Plus, membership does not create an entitlement to compensation where none exists under UK261/EU261.

9.4 Fellow passengers

Because you must have been a passenger on the flight yourself (9.3), a claim under your membership can only ever be for a flight you were personally on. Once that condition is met, you can include other passengers who were booked on that same flight with you, and their share of the compensation is covered by your membership's no-fee benefit too. This does not extend your membership to flights you were not on, it only covers people travelling alongside you on a flight you were also booked on. Klaimly Plus membership itself is personal to the member who joined and paid for it, each traveller who wants their own separate membership, covering their own separate flights, needs to join individually.

9.5 Price, payment, and renewal

The current price is shown on the Klaimly Plus page at the time you join. You can pay by card through Stripe's secure checkout page, or by bank transfer. Membership runs for 12 months from the date payment is confirmed. We do not automatically re-charge you at renewal, we do not store card details for this purpose, you will need to actively pay again to continue your membership past the 12-month term. We will aim to remind you before your membership lapses.

9.6 Cancelling your membership

You can cancel at any time from your account dashboard, or by contacting support@klaimly.co.uk. Cancellation takes effect immediately: no further flights are tracked, and any tracked flight without a filed claim stops being monitored. Any claim already filed while you were a member keeps its no-fee status regardless of what happens to your membership afterwards, including if compensation is awarded after you cancel.

9.7 14-day cooling-off refund

Under the Consumer Contracts Regulations 2013, if you cancel within 14 days of joining Klaimly Plus and no claim has yet been filed on your behalf under the membership, you are entitled to a full refund of your membership fee, which we will process within 14 days of cancellation to the same payment method you used to join.

If a claim has already been filed on your behalf, whether detected automatically or started by you, this counts as use of the service and the statutory refund no longer applies, even if you are still within the 14-day window, this reflects the exception in the Consumer Contracts Regulations 2013 for services you have asked us to begin performing. The same applies if you cancel more than 14 days after joining. In either case you can still contact support@klaimly.co.uk to ask us to review your circumstances, and we may issue a refund at our discretion, this is a goodwill option, not a right, and is decided case by case.

9.8 Fair use, suspension, and termination

Klaimly Plus is intended for genuine personal air travel. We reserve the right to suspend or terminate a membership, and to decline to file further claims under it, if we reasonably believe it is being used fraudulently, abusively, or for flights you were not actually booked on or authorised to claim for. Where we terminate a membership for this reason, no refund is due and any claim already properly filed is unaffected.

9.9 Referral program

Every Klaimly Plus member has a personal referral code and link, shown on their dashboard, which they can share with others.

• The reward. When someone you refer joins Klaimly Plus using your code and their membership is actually activated (payment confirmed by us), one free month is added to your own membership automatically. Simply signing up with your code is not enough to trigger the reward, it only applies once their membership is genuinely active, this is to stop the reward being claimed without a real, paying member joining.
• No limit. There is no cap on how many friends you can refer or how many free months you can earn.
• Your dashboard. You can see, at any time, how many people have clicked your referral link, how many have signed up, and which of those have activated and earned you a reward. To protect the privacy of the people you refer, we only ever show you their first initial, never their full name or any contact detail.
• Fair use. The referral program is intended for referring genuine new members. We reserve the right to withhold or reverse a reward, and to suspend a member's participation in the program, if we reasonably believe it is being abused, for example by self-referral, fake accounts, or coordinated abuse of the reward.
• Changes. We may change or end the referral program, or the size of the reward, at any time. This will not affect a reward you have already earned.

9.10 Partner perks

Klaimly Plus members may be offered discounts or benefits from third-party travel brands (for example, a discount on Airalo eSIM data plans). These perks are an extra on top of your membership, not part of what you pay for.

• Provided by the partner. Each perk is supplied by the partner under its own terms and privacy policy. Any purchase you make is a contract between you and that partner, and the partner, not Klaimly, is responsible for its products, pricing, and customer service.
• No data shared. We do not pass your personal details to partners. If you follow a partner link, you leave our website and the partner collects only what you choose to give it.
• Coming soon perks. Perks marked "Coming soon" on the Klaimly Plus page are not yet available. We cannot guarantee that a coming soon perk will launch, or when, and its absence does not entitle you to a refund or partial refund of your membership.
• Changes. We may add, change, or withdraw perks at any time, including if a partner ends or changes its offer. Withdrawing a perk does not affect your membership price, no-fee claims, or any other part of this section.

10. Reporting website issues and thank-you rewards

If something on our website isn't working, you can tell us through the "Report an issue" page linked at the bottom of every page. We read every report.

• Rewards are a goodwill gesture, not a right. Depending on how serious an issue is, we may choose to thank the person who reported it with a reward such as a voucher or a cash payment. Whether to give a reward, and its type and amount, is entirely at our discretion and subject to availability. Submitting a report does not entitle you to a reward or create a contract for one.
• Genuine, new issues. A reward is only considered for a genuine problem we were not already aware of. If several people report the same issue, we will normally only consider the first clear report. We will need your email address to contact you about a reward.
• Report, don't exploit. You must not deliberately try to break into, damage, overload or disrupt our website, or access, change or delete anyone else's data, including while looking for problems to report. If you come across another person's information by accident, stop, don't keep or share it, and tell us straight away. Reports involving this kind of conduct will not be rewarded, and we may report it to the relevant authorities.
• Changes. We may change or stop offering rewards at any time. This does not affect a reward we have already confirmed to you in writing.

11. Limitation of liability

Klaimly acts as a claims management service. We do not provide legal advice. While we make every effort to secure your compensation, we cannot guarantee the outcome of any claim. Our liability to you is limited to the amount of our fee for the relevant claim.

12. Data protection

We process your personal data in accordance with our Privacy Policy, and use cookies as described in our Cookie Policy. By using our service, you acknowledge that you have read and understood how we handle your data.

13. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to these terms

We may update these terms from time to time. If we make material changes, we will notify you by email. Continued use of our service after changes are posted constitutes acceptance of the updated terms.

15. Contact

If you have questions about these terms, contact us at support@klaimly.co.uk.