Terms of service

1. What Flyback is

Flyback is a self-service tool that helps you claim, yourself and in your own name, any compensation you may be owed under Regulation (EC) 261/2004 or the equivalent UK rules.

Flyback is not a law firm, does not represent you before the airline or any authority, and does not give legal advice. Your relationship with the airline remains yours.

2. The free check

The check uses third-party flight-status data and is an estimate. The airline decides whether to pay and may rely on extraordinary circumstances.

3. Price: only if you get paid

Starting is free. No card is saved and nothing is charged when you sign up. If the airline accepts your claim or pays, Flyback charges a flat fee per booking, VAT included, covering every passenger: €49 for claims under Regulation (EC) 261/2004, and £43 for claims under the UK rules (UK261), which are charged in pounds. The fee and its currency are fixed when you sign up and shown before you accept. Flyback takes no percentage of what you receive.

How we learn the airline has approved or paid: from its reply to your tracking address, or because you tell us. Then: When the airline approves or pays your claim, we tell you. We email you a link to pay the fee (VAT included). No card is saved and nothing is ever charged automatically. From then on your claim page shows a “Not received yet” button: if the money hasn’t reached you, tap it and we wait another 14 days before asking again. Once it has arrived, pay through the link in a minute. If the airline never approves or pays, you pay nothing.

If the airline never accepts or pays, you pay nothing. If you choose to accept vouchers instead of money, no fee is charged. If you signed up before we switched payments on, the fee is paid by link once the airline accepts.

4. What it includes

The claim letter in the airline’s language, a tracking address, reading of the replies you forward, the day-30 reminder, the rebuttal letter if the airline refuses, and a draft complaint to the competent authority (AESA in Spain).

5. If we charge in error

If we charge the fee and the airline did not in fact pay you, we refund it in full under the refund policy.

6. Right of withdrawal

You can cancel your claim at any time before the airline accepts it, at no cost. You also have 14 calendar days from sign-up to withdraw without giving a reason.

7. Your obligations

Give true details of your booking and passengers, send the claim to the airline, and forward its replies to your tracking address. If you accept vouchers or a settlement from the airline, your claim is treated as resolved.

8. Referrals

If a passenger from your flight claims through your link and is charged the fee, we take €5 off your own fee (or refund €5 if you have already paid), after 14 days. The total discount never exceeds what you pay. The discount applies to fees in euros; fees in pounds (UK261) do not carry it.

9. Liability

We are responsible for providing the service with due care. We are not responsible for decisions of the airline or of authorities. Nothing in these terms limits your rights under consumer law.

10. Law and complaints

Spanish law applies. You may bring a claim in the courts where you live. For any complaint, write to hello@flybackclaims.com.