Terms & Conditions

1. Who we are

Flight-Cancelled.com is a website and brand operated by UAB "Flyhelp Global", a private limited company registered in Lithuania under company code 307558039, registered office Geležinkelio g. 7-41, LT-99148 Šilutė, Lithuania ("FlyHelp", "we", "us"). Our operations office is at Davit Tavkhelidze St. 1, Tbilisi, Georgia. Contact: [email protected], +995 579 20 60 40.

These Terms govern your use of flight-cancelled.com (the "Website") and the claim-handling services described below (the "Services"). By submitting a claim you accept these Terms. If you do not agree, please do not use the Services.

2. The Services

We assess whether you are entitled to compensation for a flight disruption (delay, cancellation, denied boarding, missed connection) under Regulation (EC) No 261/2004, the UK's retained version of that regulation ("UK261"), the Montreal Convention or other applicable passenger-rights law, and — if you instruct us — we pursue the claim on your behalf: correspondence and negotiation with the airline, complaints to enforcement bodies and ADR schemes, and, where necessary, court proceedings through lawyers we appoint.

The eligibility check is free and does not commit you to anything. A claim starts when you sign the assignment or authorisation form we send you (clause 4).

3. Your obligations

• Provide truthful, accurate and complete information and documents about the booking, the flight and the passengers.
• Do not pursue the same claim yourself or through another company while we are handling it, and tell us immediately if the airline contacts you or pays you directly.
• Do not accept any offer, voucher or settlement from the airline without informing us first.
• Respond to our reasonable requests for documents or signatures within a reasonable time.

4. Authorisation and assignment

After the eligibility check we will send you an authorisation (power of attorney) or an assignment of the claim for electronic signature. Nothing is filed with the airline until you sign it. Where a claim is assigned to us, we pursue it in our own name and pay you the amount recovered less our fee; where you authorise us, we act in your name. You may sign for other passengers only if you are their parent or guardian or hold their written authority.

5. Fees

• We work on a no win, no fee basis. If no compensation is recovered, you pay nothing.
• If compensation is recovered, our service fee is 35% of the compensation amount (including VAT where applicable). The fee is deducted before we transfer the remainder to you.
• The service fee covers everything, including court proceedings and lawyers' fees. There is no separate legal-action fee and no upfront payment or credit card is required.
• Reimbursement of expenses (meals, hotels, alternative transport) recovered from the airline is passed on to you in full, without a fee.
• If the airline pays you directly after we have started work, our fee is still due on the amount received, and you agree to forward it within 14 days.

6. Payment to you

We transfer your share by bank transfer within 14 days of receiving cleared funds from the airline, in the currency received or converted at our bank's rate on the day of transfer. Bank charges imposed by your bank, and any conversion by it, are your responsibility. Payment can be made only to an account in the name of a passenger on the booking or a person you authorise in writing.

7. Cancellation and withdrawal

As a consumer contracting at a distance you may withdraw within 14 days of signing the authorisation, without giving a reason, by emailing [email protected] — unless we have already recovered the compensation with your express consent to start immediately. After the 14-day period you may still cancel at any time; if the airline has by then agreed to pay, our fee remains due, and if we have incurred court fees on your instruction, you agree to reimburse them.

8. What we do not guarantee

We assess claims carefully but cannot guarantee success or a timeframe; the outcome depends on the airline, enforcement bodies and courts. We are not liable for indirect or consequential losses, and our total liability to you under a claim is limited to the service fee charged on that claim, except where liability cannot be limited by law.

9. Data protection

We process your personal data as data controller in accordance with the GDPR and our Privacy Policy, which forms part of these Terms. Our Cookie Policy explains the cookies used on the Website.

10. Intellectual property

The content of the Website is owned by FlyHelp or its licensors and may not be reproduced without written consent, except for personal, non-commercial use.

11. Governing law and disputes

These Terms are governed by the laws of the Republic of Lithuania, without prejudice to mandatory consumer-protection rules of the country where you live. Disputes may be brought before the courts of Lithuania or of your country of residence. Consumers may also use the State Consumer Rights Protection Authority of Lithuania (vvtat.lt) or the European Commission's Online Dispute Resolution platform (ec.europa.eu/consumers/odr).

12. Changes

We may update these Terms; the version in force when you sign your authorisation applies to your claim. The current version is always published on this page.