Terms and conditions

Last updated: 10 October 2026

These terms apply when you ask [Company Ltd], trading as Delayback ("we", "us"), to claim compensation for a disrupted flight. Please read them before submitting a claim.

1. What we do

We assess your flight, and if it qualifies we claim compensation from the airline for you under UK Regulation 261/2004 (UK261) or EU Regulation 261/2004 (EU261). This includes contacting the airline, handling its replies and, where appropriate, referring the claim to the airline's alternative dispute resolution (ADR) scheme. You can choose to claim directly from the airline yourself, free of charge.

2. Your authority

When you submit a claim you appoint us to act for you and any passengers you claim for. We may ask you to sign a letter of authority. You confirm you are entitled to claim for everyone listed, and that the information you give is true and complete.

3. Our fee: no win, no fee

• If we recover money for you, our success fee is 18% including VAT of the total amount recovered (compensation and any expenses).
• If we recover nothing, you pay nothing.
• If a claim needs court proceedings, we will explain the position and ask for your agreement first. If you agree, the success fee for that claim is 30% including VAT.
• There are no upfront, admin or bank transfer fees.

4. Payments

Airlines normally pay us, and we pay you your share within 5 working days of receiving cleared funds. If the airline pays you directly, or offers you vouchers or another settlement after we have submitted your claim, please tell us; our success fee remains due on that amount and you agree to pay it within 14 days.

5. Your obligations

Please reply to our requests for information and documents, don't accept an offer from the airline without telling us, and tell us if your contact details change.

6. Cancelling

You can cancel within 14 days of submitting your claim without giving a reason and without charge, by emailing hello@example.co.uk. After that you can still end our appointment at any time, but if the airline has already agreed to pay as a result of our work, our fee is due on that amount.

7. Estimates

Amounts shown by our checker are estimates based on the information you give and the published compensation bands. They are not a guarantee. The airline may refuse a claim, for example for extraordinary circumstances.

8. Liability

We will act with reasonable care and skill. We are not responsible for the airline's decisions or delays. Nothing in these terms limits liability that cannot be limited by law.

9. Complaints

Email hello@example.co.uk. We'll acknowledge within 5 working days and aim to resolve your complaint within 8 weeks.

10. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.