Terms & Conditions

Last updated: June 16th, 2026

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1. Agreement

a. This website is operated under the registered Ontario business name Reflights (“Reflights”, “we”, “us”, or “our”). Reflights provides administrative claim-support services for air passenger compensation claims.

b. These Terms & Conditions (“T&C”) govern your use of the Reflights platform, which provides administrative flight-claim support services.

c. No separate contract text is provided. The content of the contract between you and Reflights is outlined in these T&C, the information provided during registration or claim submission, the selected service tier or pricing option, and any authorization form signed by you.

d. By registering, submitting a claim-support request, signing an authorization form, or using our services, you accept these T&C.

e. Reflights may modify these T&C as needed. Updated T&C will apply to future claim-support requests. Changes will not apply retroactively to active claim-support files where prohibited by law.

f. If a change materially affects an active claim-support file, service fee, payment process, privacy use, or cancellation right, Reflights will provide notice where required.

g. If you do not agree with these T&C, please do not use this website or submit a claim-support request.

h. By accepting these T&C and signing an authorization form, you authorize Reflights to process your personal and flight information and to share necessary claim-related information with airlines, aviation authorities, payment processors, service providers, or other third parties involved in supporting your claim.

 

2. Claim Service Agreement

a. Upon accepting these terms, Reflights may provide free eligibility and general information services.

b. If you accept any of our service tiers, Reflights will provide administrative support for flight compensation claims under APPR, EU, UK, or other applicable passenger-rights frameworks, unless we notify you that we are unable to assist.

c. By entering into an agreement with Reflights, you confirm your legal capacity and authority to do so.

d. Reflights assists with compensation requests for flight disruptions and may help process travel vouchers, reimbursements, goodwill payments, or other benefits if monetary compensation is not applicable, is not offered, or is not selected by the passenger.

e. You confirm that the claim has not been assigned to third parties, that no duplicate claim has been submitted through another claim service, and that no legal dispute exists over the same matter with the airline, unless you disclose this to Reflights before we begin assisting with the claim.

f. Once an authorization document is signed, Reflights may assist with the claim as described in these T&C. The passenger remains the claimant/complainant and remains in control of the claim. While Reflights is assisting with a specific claim, you agree not to submit duplicate claims, appoint another third-party claim service, or provide settlement or payment instructions to the airline in a way that may interfere with Reflights’ work on the same claim without first notifying Reflights.

g. If you receive direct compensation, a voucher, reimbursement, goodwill payment, settlement offer, or any other benefit from the airline after our agreement, you must inform Reflights immediately.

h. Upon signing an authorization document, you agree to promptly share any airline correspondence, CTA notice, payment offer, voucher offer, reimbursement offer, settlement communication, or other message related to the claim with Reflights so that we can keep the claim-support file updated.

i. Reflights may request payment of our agreed success fee once the airline confirms that compensation has been sent to the passenger, or once the passenger receives compensation or another recoverable benefit in connection with a claim supported by Reflights. If such confirmation, payment, or benefit is received, the passenger agrees to settle the payment request according to the success fee calculation agreed upon in the selected service tier.

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3. Legal

a. Completing the claim form authorizes Reflights to provide administrative claim-support services. If an airline, the Canadian Transportation Agency, or another aviation authority requires an authorization document or representative/contact confirmation, the passenger may be asked to sign a specific authorization form.

b. If a CTA complaint or other authority process requires an individual representative or contact person, the passenger may authorize an individual Reflights team member to act as the authorized representative/contact for that complaint. Reflights may be listed as the organization where applicable.

c. Reflights is not a law firm and does not provide legal advice, legal representation, court representation, or services reserved to licensed legal professionals.

d. Reflights does not act as a lawyer or paralegal. Our support is limited to administrative claim-support services, general process information, document organization, communication support, payment coordination where authorized, and complaint-material preparation.

e. Reflights does not purchase the passenger’s claim and does not own the passenger’s claim.

f. Any compensation, reimbursement, voucher, goodwill payment, or other benefit recovered in relation to the claim belongs to the passenger, subject to Reflights’ agreed service fee where applicable.

g. Reflights does not guarantee compensation, reimbursement, vouchers, goodwill payments, or any specific outcome.

h. Passengers may claim independently, contact the airline directly, use the CTA process independently, or seek legal advice from a licensed legal professional at any time.

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4. Fees and Payment Process

a. Our Flight Check service is free. For Enhanced Claim, PRO, Priority, or other paid claim-support services, Reflights may charge one or more fees, including a fixed service fee, administrative fee, management fee, tier fee, or administrative success fee, plus applicable taxes, as detailed in our Pricing section or selected service tier.

b. A “Service Fee” means any fixed, upfront, administrative, management, or tier-based fee charged by Reflights for a selected service tier. A Service Fee is payable according to the Pricing section or selected service tier, unless otherwise stated.

c. An “Administrative Success Fee” means a success-based fee charged by Reflights only if compensation, reimbursement, a voucher, goodwill payment, or another recoverable benefit is obtained for the passenger in connection with a claim that Reflights assisted with.

d. Where authorized by the passenger and accepted by the airline, payment processor, or other paying party, compensation may be processed through Reflights on the passenger’s behalf. In that case, Reflights may deduct the agreed Service Fee and/or Administrative Success Fee, including applicable taxes, and transfer the remaining balance to the passenger.

e. If the airline, payment processor, or other paying party requires payment to be made directly to the passenger, the passenger agrees to promptly notify Reflights once payment, a voucher, reimbursement, goodwill payment, or another recoverable benefit is received.

f. If the passenger receives direct compensation, a voucher, reimbursement, goodwill payment, or another recoverable benefit in connection with a claim supported by Reflights, the passenger agrees to pay Reflights the agreed Service Fee and/or Administrative Success Fee within 14 days of Reflights’ payment request.

g. Payments to Reflights can be made via Stripe, international transfer, PayPal, Interac e-Transfer, Wise, or any other payment method provided by Reflights.

h. Failure to settle a valid payment request, or failure to claim or accept transferred compensation or a remaining balance within 30 days of Reflights’ notification, may result in a carrying charge of 1% per month, equivalent to 12% per year, being applied to the outstanding amount, where permitted by law.

i. It is the passenger’s responsibility to provide accurate and usable payment information and to take any reasonable steps required to receive a transfer. Reflights is not liable for compensation or remaining balances that are lost, delayed, rejected, returned, expired, declined, incorrectly transferred, or not accepted due to incorrect payment details, payment-platform requirements, the passenger’s failure to accept a transfer, or the passenger’s failure to respond.

j. Any third-party transfer fees, reversal fees, currency conversion costs, or payment-platform charges caused by incorrect payment information, failed transfers, returned transfers, expired transfers, or unaccepted transfers may be deducted from the passenger’s remaining balance where permitted by law.

k. No interest will accrue on amounts held by Reflights due to failed, returned, expired, declined, or unaccepted transfers.

l. Special Service Tier Perks:

i. Free Future Claims: For flights booked within 3 months from the date of your current claim, customers using eligible Reflights service tiers may file their next claim-support request free of charge. This perk applies only to the main passenger of the initial claim unless otherwise stated.

ii. Reduced Administrative Success Fee: For eligible claims that take over two months to resolve, a reduced Administrative Success Fee of 20% may apply where included in the selected service tier.

iii. One-time Waived PRO Service Fee: If an airline denies your claim, Reflights may offer a one-time waiver of the PRO Service Fee for your next claim-support request within one year from the date of denial.

Please note that these special perks are subject to eligibility, service tier, claim type, availability, and any additional documentation or verification requested by Reflights.

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5. Data Protection

a. Reflights uses your data mainly for providing claim-support services and for administrative, security, payment, compliance, fraud prevention, recordkeeping, and internal purposes.

b. You consent to the collection, processing, use, storage, and transfer of your personal data as described in these T&C and our Privacy Policy.

c. Personal information may include names, contact details, booking references, flight details, travel documents, passport or identification details where required, receipts, airline communications, payment information, and other claim-related information.

d. Reflights may transfer or share claim-related data with third parties where reasonably necessary to support your claim, process payment, administer our services, prevent fraud, comply with legal requirements, or communicate with airlines, aviation authorities, payment processors, or service providers involved in the claim-support process.

e. Reflights does not sell passenger claim information.

f. You may withdraw your authorization or request that Reflights stop assisting with your claim by contacting claims@reflights.com. Withdrawal may limit Reflights’ ability to continue supporting the claim and does not cancel any service fee already earned under these T&C.

g. Reflights may retain records where reasonably necessary for accounting, tax, dispute resolution, fraud prevention, regulatory, contractual, or legal compliance purposes.

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6. Data & Customer Information

a. You must provide necessary data for agreement execution and claim-support services. You guarantee the accuracy and completeness of this data.

b. If you submit information for other passengers, travel companions, family members, or booking members, you confirm that you are authorized to provide their information and to request claim-support services on their behalf.

c. You indemnify Reflights against third-party claims resulting from inaccurate, incomplete, misleading, unauthorized, or fraudulent data.

d. Fraudulent behavior may lead to immediate agreement termination without compensation and without waiving any service fee already earned.

e. You agree to cooperate reasonably with Reflights, including by providing documents, responding to questions, confirming payment details, and forwarding airline, CTA, or claim-related communications when requested.

f. Reflights may assist with different stages of the claim-support process, including initial airline claims, follow-up communications, responses to airline denials, and complaint-material preparation for the CTA or another applicable aviation authority when authorized by the passenger.

g. Some airline or aviation authority processes may require prior written contact with the airline, a waiting period, or specific documents before a complaint can proceed. Where applicable, Reflights may help organize, prepare, or track those administrative steps.

h. If the airline denies the claim, does not respond, requests additional information, or does not provide a clear resolution, Reflights may help prepare follow-up communications or complaint materials for the CTA or another applicable aviation authority when authorized by the passenger.

i. Reflights does not control airline timelines, CTA timelines, authority decisions, airline payment methods, or outcomes.

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7. Right to Withdraw

a. You may withdraw from the agreement by sending clear written notice to claims@reflights.com.

b. If you withdraw before Reflights has submitted materials, contacted the airline, prepared complaint materials, or performed substantive claim-support work, no success-based service fee will be owed unless otherwise stated in the selected service tier.

c. If you withdraw after Reflights has performed substantive claim-support work and compensation is later recovered for the same claim as a result of, or following, Reflights’ work, the agreed service fee may still be owed.

d. If the airline has already accepted compensation, issued payment, confirmed payment, offered settlement, or provided another recoverable benefit in connection with Reflights’ work, withdrawal does not cancel the obligation to pay Reflights’ agreed service fee.

e. Nothing in these T&C limits any mandatory cancellation or consumer protection rights that may apply under applicable law.

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8. Final Provisions

a. Reflights may update service descriptions, service tiers, pricing, fees, perks, these T&C, and the price list for future claim-support requests.

b. Pricing changes will not apply retroactively to an active claim-support file unless accepted by the passenger or permitted by law.

c. Invalid, illegal, or unenforceable provisions do not affect the validity of the remaining provisions.

d. Reflights may assign or transfer administrative service obligations related to this agreement only where permitted by law and without reducing the passenger’s rights under this agreement.

e. Reflights may use contractors, service providers, software providers, payment processors, or administrative support providers to help deliver the services, subject to confidentiality and privacy obligations where applicable.

f. These T&C are governed by the laws of Ontario and the applicable laws of Canada. Any dispute related to these T&C or Reflights’ services will be handled in Ontario, unless another forum is required by applicable consumer protection law.

g. In case of language discrepancies, the English version prevails, unless otherwise required by applicable law.

h. Service Tier Specifics: The details of the “Free claims for future flights,” “Reduced success fee,” and “Waived PRO service fee” are only applicable as described under the Fees and Payment Process section and are subject to the limitations and conditions set forth therein.

i. These T&C, the selected service tier, the Pricing section, any signed authorization form, and the information provided during claim submission form the agreement between the passenger and Reflights for the relevant claim-support file.

j. If there is a conflict between these T&C and a signed authorization form, the signed authorization form will apply only to the extent it provides more specific instructions for that claim-support file and does not contradict the non-legal, administrative nature of Reflights’ services.

k. These T&C replace any prior website terms for future claim-support requests after the updated T&C are published.

l. To the maximum extent permitted by law, Reflights is not responsible for airline decisions, CTA decisions, aviation authority decisions, airline payment delays, airline payment refusals, expired deadlines caused by passenger delay, incorrect passenger information, missing documents not provided to Reflights, or compensation that is lost, delayed, rejected, or incorrectly transferred due to inaccurate payment details provided by the passenger.

m. To the maximum extent permitted by law, Reflights is not liable for indirect, incidental, consequential, punitive, special, or exemplary damages, including lost opportunities, travel inconvenience, emotional distress, or loss of use.

n. To the maximum extent permitted by law, Reflights’ total liability for any claim related to its services will not exceed the fees actually paid to Reflights by the passenger for the specific claim-support file giving rise to the dispute.

o. Nothing in these T&C limits any liability that cannot be limited by applicable law or any mandatory consumer protection rights that may apply.

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9. Contact

For questions, withdrawal requests, privacy requests, claim-support updates, or payment issues, contact:

Reflights
Email: claims@reflights.com
Alternative email: appr2@reflights.com
Toronto, Ontario, Canada