2.1 The General Terms included apply to all contracts concluded between TravelDelay Claim and the Passenger.

2.2 TravelDelay Claim offers a wide range of services to obtain compensation for a delayed, cancelled, or overbooked flight, or in the case of denied boarding, as prescribed by Applicable Laws, including, but not limited to, Regulation (EC) No. 261/2004 of the European Parliament and the Canadian Air Passenger Protection Regulation.

2.3 If TravelDelay Claim agrees to proceed with the Claim, it will use appropriate and reasonable efforts to collect any compensation amounts resulting from the Claim with the Airline.

2.4 TravelDelay Claim will handle the Passenger’s personal information with the highest confidentiality and will extend the same degree of confidentiality to the personal information of any other passenger who accompanied the Passenger on their journey. The Passenger hereby gives TravelDelay Claim express consent to use all their personal information in connection with their Claim against the Airline and understands that TravelDelay Claim will use said personal information in the normal course of its business, in accordance with the Personal Information Protection Act.

2.5 The Passenger authorizes TravelDelay Claim to disclose their personal information to its employees when necessary. The General Terms included also apply to employees of TravelDelay Claim.

2.6 The Passenger will be informed as soon as possible about the course of action chosen by TravelDelay Claim regarding the handling of their Claim and the perceived chances of obtaining successful compensation from the Claim. However, no guarantee is given regarding the successful obtaining of any compensation amount concerning the Claim.

2.7 If the Airline does not process the Claim within a reasonable time after being notified by TravelDelay Claim, or if the Airline refuses to pay compensation, TravelDelay Claim may, at its sole discretion, initiate an Extrajudicial Procedure or Legal Proceedings against the Airline.

2.8 TravelDelay Claim may inform the Passenger about the status of their Claim via electronic communication (email). TravelDelay Claim will not inform the Passenger each time a change occurs in their file. The Passenger hereby acknowledges and accepts this process. TravelDelay Claim is not responsible for issues that may arise from the Passenger’s failure to read the electronic communication sent by TravelDelay Claim regarding their Claim.

2.9 TravelDelay Claim may refuse to represent the Passenger and handle their Claim and may at any time cancel the Contract without needing to justify said cancellation, regardless of the stage of the Claim and whether legal proceedings have been undertaken by TravelDelay Claim. Once TravelDelay Claim notifies its interruption or refusal to handle and manage the Claim, TravelDelay Claim is no longer obligated to process the Passenger’s file related to the Claim.

2.10 This agreement will remain effective until the Passenger’s Claim is explicitly closed by TravelDelay Claim via written notification, whether the Claim resulted in compensation paid by the Airline or the Passenger requested the closure of their file.