Terms & Conditions
1. General
These terms and conditions govern the use of DelayHero's services ("the company", "we", "us" or "our") by users ("you", "customer", "client"). By using the service, you agree to these terms.
2. Service
DelayHero offers a service that assists airline passengers in claiming compensation for flight disruptions, such as delays, cancellations, or denied boarding.
DelayHero does not provide any legal services or other legal advice.
3. Authorization
By using DelayHero, you authorize the company to act on your behalf in the compensation claim process. This includes authorizing us to communicate with airlines and relevant authorities, submit claims, negotiate, receive payments, and if necessary, to take cases to court.
4. Claim Processing and Decision Authority
DelayHero acts solely as an intermediary between you and the airline. We reserve the right to decide whether individual claims are pursued or not. The company may, at any time, without liability, return a case to the customer and cease further processing.
5. Type of Compensation
We only seek monetary compensation according to applicable regulations on air passenger rights (e.g., EC261/2004).
Offers from airlines in the form of points, credits, or other non-monetary payments may be treated by DelayHero as a denial of legitimate compensation.
6. Follow-up and Litigation
If an airline does not respond or rejects a legitimate claim, DelayHero reserves the right to refer the matter to the relevant supervisory authorities or to take actions that may involve collaboration with lawyers or other parties with the aim of initiating legal proceedings.
7. Time Limits
DelayHero is not responsible for the length of the claims process, nor for cases that have been delayed in our handling.
Processing times may vary depending on airline responses, case complexity, and the involvement of external parties.
8. No Guarantee of Success
DelayHero bears no responsibility if a claim is rejected or if an airline does not pay compensation. We only collect a service fee if we have successfully obtained compensation.
9. Service Fee and Payments
If an airline pays out compensation, DelayHero will:
- Deduct a 30% service fee and any applicable bank fees
- Pay the customer the remainder by the previously agreed payment method.
No fees are charged in advance. Our service fee is contingent on receiving a compensation payment from the airline.
10. Customer Obligations
By accepting these terms, you agree to:
- Provide correct information.
- Not pursue the same claim yourself or through other means while the process is ongoing.
- Notify us immediately if you receive compensation directly from the airline.
11. Changes
DelayHero reserves the right to update or change these terms as well as the price list. Changes are announced to customers on our website. DelayHero also reserves the right to announce changes by email. Individuals are entitled to terminate the service when DelayHero announces a planned change to the price list or terms. Continued use of the service implies acceptance of all changes.