Last updated: 23 July 2026
Version 1.0 | Effective 23 July 2026
These terms are written in plain language, as the Consumer Protection Act requires. Please read them together with the Claim Assignment (Cession) Agreement you sign for each claim, the Fee and Payout Schedule (Schedule A), and our Privacy Policy.
Flightremedy is operated by FLIGHTREMEDY (Pty) Ltd, registration number 2026/554635/07, a private company registered in the Republic of South Africa. Registered address: 2 Nebiolo Way, Stellenbosch, 7600, South Africa. Email: info@flightremedy.com. Website: www.flightremedy.com. We are not a law firm and do not provide legal advice.
2.1 We pursue fixed compensation claims under EU Regulation 261/2004 and its UK equivalent (“the Regulations”) for flight delays, cancellations and denied boarding, on a no-win-no-fee basis: you pay nothing unless compensation is recovered.
2.2 You transfer (cede) your claim to us under the Claim Assignment Agreement. The airline then owes the money to us. When it pays, we pay you 70% of the Net Recovery and keep 30% as our fee. Where a court or airline does not recognise the cession, the Claim Assignment Agreement automatically authorises us to pursue the claim in your name instead; the 70/30 deal stays the same either way.
2.3 We decide how best to pursue each claim, including negotiating, settling, referring the claim to lawyers or enforcement partners in the relevant country, escalating to regulators or courts, or ceding the claim onward to a partner for enforcement. All enforcement costs are ours; you never contribute to them.
2.4 We do not guarantee success. Airlines can lawfully refuse claims in some circumstances (for example genuine extraordinary circumstances such as severe weather or air traffic control strikes).
3.1 You submit flight details and documents through our website, accept these terms, and sign the Claim Assignment Agreement electronically. Each adult passenger must sign their own agreement; a parent or legal guardian signs for a child under 18.
3.2 A contract between you and us comes into existence when we confirm by email that we accept your claim. We may first assess eligibility, and clause 4 applies.
3.3 You confirm you are 18 or older and legally able to contract. You agree that electronic signatures and records are valid and binding.
4.1 We may decline any claim, or stop pursuing an accepted claim at any point, if in our reasonable judgment it is ineligible, uneconomic to pursue, time-barred, or defended on grounds (such as extraordinary circumstances) that make success unlikely.
4.2 If we stop, we will notify you by email. Your claim automatically transfers back to you under clause 5 of the Claim Assignment Agreement, you owe us nothing, and you are free to pursue it yourself or through anyone else.
5.1 Our fee is 30% of the Net Recovery, inclusive of VAT (if any). You receive 70% of the Net Recovery. Paying your 70% is a binding contractual obligation, not a discretion: once the airline’s payment clears in our account, your 70% is a debt we owe you, payable within the timeline in clause 6. There are no other charges of any kind.
5.2 “Net Recovery” means the compensation recovered for your claim, converted into rand at the exchange rate actually achieved where the airline pays in a foreign currency. Flightremedy bears all bank, transfer and currency conversion charges incurred in receiving the airline’s payment and paying out your share; these charges do not reduce the Net Recovery or your 70% share. The 70/30 split is applied to this rand figure. Worked examples are in Schedule A.
5.3 Where compensation is recovered for several passengers on one booking, the split is calculated per passenger. Interest or costs recovered on your claim form part of the Net Recovery for that claim.
5.4 If the airline pays only part of the claim, the split applies to the part actually received. If we recover further amounts later, we account for each receipt on the same basis.
5.5 With every payout you receive a settlement statement showing: the gross amount the airline paid, the exchange rate achieved, the resulting Net Recovery in rand, the 70/30 split, and confirmation that bank, transfer and conversion charges were borne by Flightremedy and did not reduce your payment.
6.1 We pay your 70% within 10 business days of the date the airline’s payment is cleared in our account and matched to your claim. “Business day” means a day other than a Saturday, Sunday or South African public holiday.
6.2 Payment is made by EFT to a South African bank account in your name (or, for a minor, in the name of the signing parent or guardian). You must give us accurate account details; we are not liable for payment to an incorrect account you provided, though we will help trace it.
6.3 We may verify your identity before paying out, to prevent fraud.
7.1 If an airline offers a voucher, travel credit or other non-cash settlement, the choice to accept is yours; we will give you our recommendation and the cash value. If you accept, our fee is 30% of the cash value of the voucher, payable under clause 8 as if the airline had paid you directly.
7.2 We may accept reasonable cash settlements of the ceded claim without further approval from you, provided your 70% is calculated on the amount actually received.
8.1 Airlines sometimes ignore the cession and pay the passenger directly. Because the claim (and 30% of its proceeds) belongs to us, if this happens you must:
8.2 The fee under this clause is 30% of the amount the airline states it paid, converted (if paid in foreign currency) into rand at the closing mid-market rate published by the South African Reserve Bank for the payment date, or if that is unavailable, the European Central Bank reference rate for that date. No bank-charge deductions apply, because the money did not pass through our account.
8.3 We may invoice this fee, and it is recoverable from you as a liquidated debt. We may also set it off against any other amount we owe you.
8.4 This clause survives cancellation of the contract and applies to any payment the airline makes to you for the claim within 12 months after cancellation or abandonment, unless we abandoned the claim under clause 4.2, in which case you owe us nothing.
9.1 You warrant that: the claim is genuine and yours; it has not been previously ceded, settled, waived or paid; no one else (including another claims company or a lawyer) is pursuing it and you are not pursuing it yourself; and everything you tell us and every document you upload is true, accurate and complete.
9.2 After signing you must not contact the airline about the claim except to refer it to us, must forward to us anything the airline sends you about it, and must respond to our reasonable information requests within 14 days.
9.3 If a warranty in clause 9.1 is untrue, or you break clause 9.2 in a way that defeats the claim, we may cancel the contract and recover from you the reasonable costs we wasted, and, if the airline had already offered or paid compensation, our 30% fee on the offered or paid amount.
9.4 If you do not respond to our requests for more than 60 days, we may treat the claim as abandoned by you; clause 8.4 applies if the airline later pays you.
10.1 Before we submit your claim to the airline: you may cancel at any time, free of charge, by emailing us.
10.2 After we submit, but before the airline offers or pays: you may cancel by email. We may charge a reasonable cancellation fee of R500 per booking for work already done. If the airline offers or pays compensation for that claim within 12 months of cancellation, clause 8 applies as if you had received a direct payment.
10.3 After the airline has offered or paid: cancellation does not affect our right to the 30% fee, calculated on the offered or paid amount under clause 8.2.
10.4 Nothing in this clause limits any cooling-off right you have under section 44 of the Electronic Communications and Transactions Act or section 16 of the Consumer Protection Act, where those apply.
10.5 We may cancel the contract on written notice if you materially breach it and do not fix the breach within 10 business days of being asked; clause 4.2 applies to the claim itself, except where clause 9.3 applies.
We process your personal information (and that of the passengers you sign for) to run your claim, including sending it to airlines, courts, regulators and enforcement partners in the EU, UK and elsewhere. Our Privacy Policy explains this, including the protections for cross-border transfers, and forms part of these terms.
12.1 This clause does not limit our obligation to pay you your share of any compensation we recover, which is never capped. It only limits our liability if we make a mistake handling your claim. We are liable for loss caused by our breach of this contract or our negligence, but our total liability to you for any such mistake is capped at the greater of the total fee we retained (or would have retained) on your claim and R15,000.
12.2 We are not liable for indirect or consequential loss, for the airline’s refusal or inability to pay (including insolvency), for delays caused by airlines, courts, regulators, banks or payment providers, or for the outcome of any claim.
12.3 Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including under the Consumer Protection Act, or liability for gross negligence or wilful misconduct.
13.1 Complaints: email info@flightremedy.com with “Complaint” in the subject line. We acknowledge within 2 business days and respond fully within 15 business days.
13.2 These terms are governed by South African law. Disputes may be taken to the South African courts. Nothing in these terms prevents you from approaching the National Consumer Commission, a consumer court, or any ombud with jurisdiction. We do not force consumers into arbitration; if a dispute arises, we may agree with you to mediate first, but only if you choose to.
14.1 We may update these terms for future claims. The version you accepted at sign-up governs your claim; we will not change the 70/30 split or introduce new charges for a claim already signed.
14.2 If any provision is unenforceable, the rest remain in force.
14.3 You may not transfer your rights under this contract without our written consent, except that your right to be paid your 70% may pass to your estate.
14.4 Notices to you go to the email address you provided; notices to us go to info@flightremedy.com. An email is treated as received on the business day after sending.
14.5 These terms, the Claim Assignment Agreement, Schedule A and the Privacy Policy are the whole agreement. If these terms conflict with the Claim Assignment Agreement, that agreement prevails for the cession and fallback authority; these terms prevail for fees and payouts.
Schedule A: Fee and Payout Schedule (separate document, forms part of these terms).
Version 1.0 | Forms part of the Flightremedy Terms and Conditions
Our fee is 30% of the Net Recovery, inclusive of VAT (if any). You receive 70%. Net Recovery means the compensation recovered for your claim, converted to rand at the exchange rate actually achieved. Flightremedy bears all bank, transfer and conversion charges; they never reduce your 70% share or the Net Recovery figure. Your 70% is a debt Flightremedy owes you from the moment the airline’s payment clears in our account: paying it is a binding obligation under your Claim Assignment Agreement and these terms, never a discretion. There are no other charges of any kind.
All bank charges and exchange rates below are illustrative. Your settlement statement will show the actual figures for your claim.
| Step | Amount |
|---|---|
| Airline pays compensation | EUR 600.00 |
| Exchange rate achieved (illustrative) | R20.00 per euro |
| Net Recovery | R12,000.00 |
| Your 70% | R8,400.00 |
| Our 30% fee (inclusive of VAT, if any) | R3,600.00 |
Because the split is applied to the full converted amount, your 70% is never reduced by bank, transfer or conversion charges. Those costs are Flightremedy’s, not yours.
The calculation runs per passenger. Illustrative family of four on the same disrupted flight, each awarded EUR 600, same charges and rate as above:
| Per passenger | Family total | |
|---|---|---|
| Net Recovery | R12,000.00 | R48,000.00 |
| Paid to you (70%) | R8,400.00 | R33,600.00 |
| Our fee (30%) | R3,600.00 | R14,400.00 |
Payouts for minors are paid to the parent or guardian who signed for them.
If the airline lawfully pays a reduced amount (for example a 50% reduction where it rerouted you within the time windows the Regulations allow, or a negotiated settlement), the 70/30 split applies to the amount actually received. If further amounts are recovered later, each receipt is split on the same basis when it arrives.
If the airline offers a voucher or travel credit instead of cash, the choice to accept or refuse is yours; we will tell you the cash value and what we recommend. If you accept a voucher, our fee is 30% of its cash value, and because the voucher goes to you rather than money coming to us, you pay our fee directly under clause 8 of the Terms and Conditions.
Interest or enforcement costs recovered on your claim are added to the recovery and split 70/30 in the same way.
By EFT, in rand, to a South African bank account in your name (or the signing guardian’s name for a minor), within 10 business days of the airline’s payment clearing in our account and being matched to your claim. With every payout you receive a settlement statement showing: the gross amount the airline paid, the exchange rate achieved, the Net Recovery, the 70/30 split in rand, and confirmation that bank, transfer and conversion charges were borne by Flightremedy.
Our 30% fee is then calculated on the amount the airline says it paid, converted at the South African Reserve Bank closing mid-market rate for the payment date (clause 8 of the Terms and Conditions explains the process and timelines).