Terms & Conditions
This website is owned and maintained by REFLIGHT SAS DE CV. By using this website you are entering into this Agreement with reflight indicating that you agree to these terms of service. If you do not agree with these terms and conditions, please do not use this website. You can contact us if you have any questions.
1. The following terms and conditions (T & C) apply to the use of the platform reflights (hereinafter referred to as "reflights" or "platform"). reflights is an online platform that manages flight claims for causes attributable to the airline and with the right to compensation as well as other flight problems and causes. For this, reflights requests information about the details of the affected and passenger flight and an authorization signature to process the service faster with the parties involved.
2. The use of the platform is subject to these Terms and Conditions.
5. reflights reserves the right to adapt the terms and conditions at any time, with effect in the future, or update when technical, economic, or legal reasons make such adjustment necessary.
6. Unless the user expresses consent for an adjustment to the terms of service, reflights will inform the user about any changes in the conditions of use on time (at least two weeks before the implementation of the modified terms and conditions). In this case, reflights will send the new version of T & C to the registered email address of the user. In this context, reflights will explicitly mention the possibility and the time of objection to the changes made and the consequences of no objection.
7. If the user does not object to the change within four weeks after the modified terms come into force, the modified Terms and Conditions will be considered accepted. The period begins the day it is announced by email as the effective date of the change.
8. If the user opposes the amendment, reflights has the right, if necessary, to terminate the contract, based on their interests, effective as of the entry date on which the revised terms were implemented, and eliminate the user account.
9. If the user accepts our Terms and signs the Assignment Form, it gives reflights the legal authority to have and store any personal or flight information as well as to allow reflights to send any of the documents to the airline or a third party regarding the service.
b) Agreements on the Service:
1.1 After the client accepts these terms, reflights agrees to provide and the client agrees to receive the eligibility service and the information service.
1.2 After the client accepts these terms and signs the transfer of rights form or the authorization document to reflights, the client agrees to receive and reflights to deliver justice through our flight claim service or flight brokerage as a service, unless reflights notify the client without undue delay if this you can not deliver the service for that order.
1.3 By establishing an agreement with reflights, the client guarantees that he/she is authorized and has the legal capacity to establish an agreement.
1.4 The customer acknowledges that, for the Reflights Claim Compensation Services, reflights only seek compensation for their disrupted flight. The client agrees that reflights can accept travel vouchers and/or another benefit as compensation if compensation rights according to APPR or EC261/2004 do not apply.
1.5 The client guarantees that the claim has not been assigned to third parties and that there is no pending or anticipated legal dispute between the client and the airline for the same matter.
1.6 Once the transfer of rights form or an authorization document has been signed, the client can not hire any third party to continue with the claim or assign the case to any third party. Any existing agreement or assignment, if any, must be cancelled before signing the transfer of rights form or the authorization document. To avoid doubts, in case the client has signed a transfer of rights document, the client can withdraw the authorization document by notifying reflights in writing. This does not apply to the transfer of rights document because, in it, the ownership of the claim is assigned to reflights.
1.7 If the customer receives a direct payment or any other type of compensation from the corresponding airline after formalizing the agreement, the customer is obliged to inform reflights immediately. Such payments will be considered compensation for the flight and will entitle reflights to earn the service fee if actions were taken before the customer received the payment from the airline in question. To avoid doubts, the flight compensation does not include payment or reimbursements related to lawyer fees, costs of legal advice, court fees, collection expenses, interest, or similar whose payments correspond only to reflights.
1.8 Once the transfer of rights form or an authorization document has been signed, the client will be obliged to cease any negotiation with the airline and to direct any contact of the airline to reflights in order to achieve the best possible result.
1.9 reflights offers different services, optional for the customer depending on their particular need submitted through our claim form. Services may vary from time to time without further notice. Services might be deactivated and activated from time to time subject to technical maintenance and business strategy. The client accepts it holds no right to demand activating certain service that is currently unavailable.
1.10 Main services include:
1.10.1 Reflights Compensation Claim services - We claim on behalf of the passenger, compensation for delayed, cancelled, and overbooked flights for the CE261 Rule and the APPR from Canada. To request the service, you have to enter your flight incident and pay the applicable management fee. In case of a successful claim, reflights will charge a success fee or percentage of the compensation obtained.
Reflights fight for money or extra compensation; If we cannot succeed in our customer's claims, since the airlines have the right to defend themselves and may legally have arguments that exempt them from payment, the success fee will be waived.
The service ends once the client has received their compensation or denial by the airline or a statement has been published by the National Enforcement Body or CTA concerning the claim.
Some claims are handled quickly by the airline, some are not. We handle the claim as soon as we receive it, but it is the airline's decision to respect the rights of the passengers at the right time and without forcing us to resort to the authorities, it also depends on how optimized their internal processes, the volume of cases or other factors. Therefore, the time it takes for the claim varies depending on the airline in question and external factors. We have cases that have taken days and others that have taken months, the average time for resolution and payment is 3 months.
1.10.2 FREE Flight Check service - We provide free pre-assessment of flight compensation rights according to the APPR & EC261 Regulations.
2.1 reflights claims the compensation claim of the client based on the applicable regulations or the airline's terms and conditions to obtain money through compensation for the flight.
2.2 Flight data and information can be sent to reflights through the website, mobile applications, email, or other electronic or software solutions compatible with reflights.
2.3 In order to continue with the claim of the client successfully, reflights need the Power of Attorney / Cession of Rights Agreement signed by the client. Once the agreement is received, reflights prepares a payment claim and sends it to the operating airline as soon as possible, and deals with the other correspondence. For this part of justice as a service, if the compensation of the flight is paid, reflights charges its success fee + VAT (taxes and airline bank transfer fees) over the amount recovered.
2.4 If the airline refuses to pay compensation for flights within a reasonable period after being notified by reflights and if the case can be defended with adequate confidence, reflights may initiate legal action to continue with the claim.
3.1 reflights provides the free flight check service, and the Information free of cost.
3.2 Reflight SAS. of CV. (reflights) charges a management price for Flight Claim PRO and Priority services. Prices are updated from time to time in the "Pricing" section, in addition, if reflights is successful on a compensation claim, it will transfer the proportional part of the compensation to the client, subject only to the applicable rates. If reflights is successful but the compensation, interest, or similar rates have been transferred directly to the client, the client must, within a reasonable period of time, transfer the reflights rates according to the price list, interest, or similar if any. If reflights is successful and the client does not respond, reflights is entitled to select & claim monetary compensation from the airline, In this case, reflights will process the compensation payment until the passenger responds.
3.3 The payment of the agreed part of the flight compensation to the client will be made by Stripe, International Transfer, or PayPal.
3.4 If the client provides incorrect or insufficient information to receive the flight compensation, and after several reminders and reasonable attempts by reflights to contact the customer by additional means to the email that the client provides, reflights will have the right to keep the proportional part of the compensation that has been transferred to the client or cancel the service.
3.5 Once reflights have made the payment of the compensation according to the instructions of the payment method chosen by the customer, reflights will not be responsible for:
i) checks, prepaid debit cards, credit cards, or the like lost in transit to the client;
ii) no effect of the customer in giving incorrect banking information, an erroneous or similar address, including but not limited to, the compensation paid to an erroneous recipient. If the compensation has been paid to an erroneous recipient due to a customer error, reflights is not obliged to actively claim it.
3.6 No interest can be claimed for the period between the entry and exit of the payment. reflights reserves the right to retain any interest that has been recovered from the airline.
3.7 reflights will not be responsible for any amount of compensation, damages, or similar if reflights have an impediment to transferring the payment to the customer due to an event beyond its control including without limitation, strike, closure, labour dispute, the act of force majeure, war, disturbance, social disturbances, intentional damage, compliance with a law or governmental order, norm, regulation or directive, accident, breakdowns in the plant or machinery, fire, flood or storm.
4. Data Protection
4.1 reflights will use the personal data provided by the client with the main purpose of providing the eligibility service, the information service, and justice as a service according to the agreement with reflights. reflights can also collect personal data with other objectives to obtain statistics, for administrative reasons, for communication, for computer and security administration, authentication and authorization systems, for physical security, support systems, a collaboration of internal projects, and to organize equipment and activities. All personal data are collected in guidance with the General Data Protection Regulation, Regulation (EC) 2016/679.
4.2 The Client provides reflights to personal data according to the guidelines established by the General Data Protection Regulations or other data protection laws that may be applied, with explicit permission to process the personal data and for its future use according to the terms of the Agreement. reflights will only transfer personal data to third parties under the following conditions:
i) if the client has given their consent;
ii) if it is for a purpose directly related to the original purpose for which the data were collected;
iii) if necessary for the preparation, negotiation, and fulfillment of the agreement with the client;
iv) if required due to a legal, administrative, or court order;
v) if it is required for the establishment or protection of legal claims or in defence of legal actions;
vi) if it serves to prevent incorrect use or other illegal activities such as deliberate attacks or to guarantee the security of the data.
5. Data and customer information
5.1 At the request of reflights, the client must provide to reflights all the data or information necessary for the execution of the agreement. The client guarantees that the data and information provided are correct, complete, and certain.
5.2 The customer agrees to fully indemnify reflights in relation to all claims by third parties, including but not limited to incorrect communication from the customer, provision of data or incorrect information, and fraudulent conduct.
5.3 In case of incorrect data or information and fraudulent behaviour, reflights reserves the right to terminate the agreement with immediate effect. If the agreement is finalized in accordance with this paragraph, the client will not have any right to compensation of any kind.
6. Right to Withdraw
6.1 You can withdraw your acceptance of our agreement within 7 days of signing it (by letter, email, or fax) without the need to specify any reason. To exercise your right to withdraw your agreement, you must communicate your cancellation in the period of 7 days mentioned above and must expressly state that you wish to withdraw your acceptance of the agreement. Due to the nature of the service provided, you will not be able to withdraw your acceptance of the agreement if you have already been informed of the acceptance of your claim by the airline since in that case, we would have completed the service you requested. The communication to cancel your agreement should be sent to firstname.lastname@example.org
7. Final Provisions
7.1 reflights is authorized to modify these Terms and the price list and to establish additional conditions at any time and without prior notice. However, those changes that entail a negative effect on the client will not be applied to it, unless the client accesses said changes.
7.2 If any provision of these Terms becomes or becomes null, illegal, or unenforceable, this will in no way affect the validity of the remaining provisions.
7.3 The total or partial rights and obligations related to any claim delivered must be transferred without restrictions by reflights to any entity within the corporate group of reflights and by reflights to third parties.
7.4 In case of contradiction between versions of these Terms and Conditions in other languages, the Spanish version shall prevail.
Last updated on March 28th, 2023