Privacy Policy

1. Who is responsible for your data

The data controller is UAB "Flyhelp Global", company code 307558039, Geležinkelio g. 7-41, LT-99148 Šilutė, Lithuania, operating the Flight-Cancelled.com and FlyHelp brands. Privacy questions and requests: [email protected], +995 579 20 60 40.

2. What we collect

Category	Examples	Source
Identity and contact	Name, email, phone, postal address, date of birth, passport or ID copy (when an airline or court requires it)	You
Booking and flight	Booking reference, tickets, boarding passes, flight numbers, dates, airports, passenger names on the booking	You; airlines; flight-data providers
Claim	Description of the disruption, correspondence with the airline, court documents, settlement amounts	You; airlines; courts; our lawyers
Payment	Bank account details for paying out compensation	You
Website use	IP address, browser, pages visited, referrer, approximate location — only if you accept analytics cookies	Your device

3. Why we use it and the legal basis

Purpose	Legal basis (GDPR Art. 6)
Checking eligibility, pursuing your claim, paying you	Performance of a contract with you (6(1)(b))
Verifying identity, preventing fraud, keeping accounting records	Legal obligation (6(1)(c)) and legitimate interest (6(1)(f))
Answering your messages, improving the service	Legitimate interest (6(1)(f))
Website analytics (Google Analytics 4)	Your consent (6(1)(a)) via the cookie banner — withdraw at any time in the Cookie Policy
Sending you news about passenger rights	Consent — only if you opt in; unsubscribe in every email

4. Who receives your data

• Airlines — to submit and negotiate your claim.
• Lawyers, courts, enforcement bodies and ADR schemes in the country where the claim is pursued.
• Service providers acting on our instructions: forms.app (claim-form hosting), Hostinger (web hosting), Cloudflare (content delivery and security), Google (analytics, only with consent), email and CRM tools, banks and payment providers.
• Our operations team in Georgia (see section 5).

We never sell personal data and do not share it with third parties for their own marketing.

5. Transfers outside the EU/EEA and UK

Our claims team works from Tbilisi, Georgia, and some providers process data in the United States. Georgia and the US do not have a general EU adequacy decision, so these transfers are protected by the European Commission's Standard Contractual Clauses and, for US providers certified under the EU-US Data Privacy Framework, by that framework. You can request a copy of the safeguards at [email protected].

6. How long we keep it

• Eligibility checks that do not become a claim: 12 months.
• Claim files: for the duration of the claim and 10 years after it closes (accounting and limitation periods).
• Analytics data: 14 months (Google Analytics default).
• Email correspondence: 3 years after the last message.

7. Your rights

You can ask us to access, correct, delete or restrict your data, object to processing based on legitimate interest, receive your data in a portable format, and withdraw consent at any time. Write to [email protected]; we answer within one month. You also have the right to complain to a supervisory authority — in Lithuania the State Data Protection Inspectorate (vdai.lrv.lt, [email protected]), or the authority of the country where you live.

8. Security

Data is transmitted over HTTPS, stored with access limited to staff who need it, and protected by contractual confidentiality obligations. No internet transmission is completely secure; tell us immediately if you suspect misuse of your data.

9. Cookies

The Website uses one strictly necessary storage item (your cookie choice) and, only with your consent, Google Analytics cookies. Details and how to change your choice: Cookie Policy.

10. Children

We process children's data only as passengers on a booking, on the instruction of a parent or guardian.

11. Changes

We will post any changes on this page with a new "last updated" date and, for material changes affecting an active claim, notify you by email.