Terms of Service

Effective from: 10.01.2026 Last updated: 10.01.2026

1. Definitions

1. Customer: a natural person who uses the Service and agrees to the Terms.
2. We / Service Provider: Claimzi OÜ, registration code 17408644, address Harju maakond, Tallinn, Põhja-Tallinna linnaosa, Kalaranna tn 8/1-4, 10415.
3. Platform: claimzi.com and related environments.
4. Service: assistance in processing passenger claims in accordance with applicable laws.
5. Claim: a monetary claim against an airline (or other responsible party).
6. Compensation: the amount or other compensation that the airline pays or offers to resolve the Claim, including settlement.
7. Contract: the contract between the Customer and Service Provider for the provision of Service, including claim assignment and/or power of attorney.
8. Fees / Price List: the fee payable for the Service according to Section 6.

2. Service Content

1. The Service may include preliminary Claim assessment, document preparation, communication coordination, and Claim submission and processing.
2. The Service Provider may use legal means to process the Claim, including approaching competent authorities, dispute resolution bodies, and courts, and using advisors or partners.

3. Conclusion of Contract

1. The Customer's entry of data on the Platform and/or submission of a query is considered the Customer's wish to use the Service.
2. The Contract is considered concluded when:
   • The Customer has provided the required data,
   • confirmed agreement with the Terms,
   • signed the necessary documents, including claim assignment and/or power of attorney,
   • and the Service Provider has sent confirmation or started processing the Claim.
3. The Service Provider has the right to refuse to conclude the Contract or provide the Service, including if the Claim is not viable or data is incomplete.

4. Customer Confirmations and Obligations

The Customer confirms and undertakes that:

1. the data and documents provided are true, complete, and up-to-date;
2. the Claim has not been assigned or given for processing to a third party (or the Customer informs of this before concluding the Contract);
3. the Customer will provide the Service Provider with all relevant information and previous correspondence with the airline;
4. during the validity of the Contract, the Customer will not conduct parallel negotiations or enter into a similar service contract regarding the same Claim without the Service Provider's written consent;
5. if the airline pays the Compensation (or part of it) directly to the Customer, the Customer will inform the Service Provider immediately;
6. the Customer will provide the bank account required for payout and is responsible for the accuracy of the provided payment details;
7. if the Customer provides data about other passengers, the Customer confirms that they have the right and, if necessary, consent to do so.

5. Service Provider Rights and Obligations

1. The Service Provider will make reasonable efforts to resolve the Claim, but results are not guaranteed.
2. The Service Provider decides the processing strategy (including which legal remedies to use), considering the purpose and reasonableness of the Claim.
3. The Service Provider may conduct settlement negotiations and enter into agreements to resolve the Claim according to the logic of the Contract and applicable law (coordinated with the Customer if necessary).
4. The procedure for bearing procedural costs is described in Section 6 and/or the Price List.

6. Fees and Payouts

1. The Customer is entitled to 70.3% of the Compensation; the Service Provider is entitled to 29.7%.
2. If court proceedings are necessary to resolve the Claim, the Service Provider is entitled to 50% of the Compensation and the Customer to 50%.
3. If the airline pays the Compensation directly to the Customer, the Customer pays the Service Provider's share without undue delay.
4. If the Compensation is received by the Service Provider, we will transfer the Customer's share after receiving the Compensation and the Customer's correct payment details.
5. If the Customer accepts non-cash compensation, the Service Provider's share is calculated as if the Compensation had been paid in cash.
6. If the Customer does not provide payment details within a reasonable time after notification, unclaimed payout handling applies according to applicable law and Service Provider procedures.

7. Termination of Contract

1. The Contract terminates when the Claim is resolved and the parties have fulfilled their obligations (including fees and payouts).
2. The Service Provider has the right to terminate the Contract if:
   • the Customer violates the Terms,
   • the Claim proves to be unviable,
   • the Customer does not cooperate reasonably or does not provide necessary data.
3. A consumer Customer may have the right to withdraw from the contract within 14 days if the Service has not yet been started. If the Customer requests that the Service be started immediately, the right of withdrawal may terminate from a certain point (depending on applicable law and the nature of the Service).

8. Data Protection

Personal data is processed in accordance with our privacy policy: /privacy.

9. Intellectual Property

The content, trademarks, design, and texts of the Platform belong to the Service Provider or licensor. Copying and use without permission is prohibited.

10. Liability

1. The Service Provider is only liable for direct property damage caused intentionally.
2. Any liability cap is set out in the Contract and applicable law.
3. The Service Provider is not liable for damage resulting from the Customer's false or incomplete data (including wrong bank account).
4. In case of force majeure, the parties are not liable for breach of obligation.

11. Applicable Law and Disputes

1. Applicable law: Republic of Estonia.
2. Disputes are first resolved through negotiations.
3. If an agreement is not reached, the dispute is resolved in Harju County Court. A consumer may also have the right to approach a consumer dispute resolution body.

12. Amendment of Terms

The Service Provider has the right to amend the Terms by publishing a new version on the Platform. If the changes are significant, we will notify within a reasonable time via the Website and/or email (if applicable).

13. Contact

For questions, please contact: legal@claimzi.com.