Terms and Conditions

1. About these Terms

These Terms and Conditions govern the use of doclaim.net and the flight-compensation claim handling services supplied by DoClaim SH.P.K ("DoClaim", "we", "us", "our").

The individual using our services is referred to as the "Customer", "Client", "Passenger", "you" or "your".

By submitting a claim and accepting these Terms, you enter into a service agreement with DoClaim.

Where required, you may also be asked to sign a separate Power of Attorney authorising DoClaim to act on your behalf.

2. What DoClaim does

DoClaim provides non-litigation flight compensation claim-management services.

Our services may include:

assessing flight information;
conducting an initial eligibility assessment;
requesting relevant documentation;
preparing a compensation claim;
submitting the claim to the airline;
communicating with the airline;
responding to airline requests;
submitting additional supporting information;
requesting reconsideration of a rejected claim;
conducting ordinary settlement correspondence;
receiving an airline settlement or compensation payment where authorised;
deducting our agreed Success Fee; and
transferring the remaining compensation to the Customer.

We may handle claims under passenger-rights regimes that we support, including Regulation (EC) No 261/2004 and comparable passenger-rights rules.

An eligibility assessment does not guarantee that compensation will be recovered.

3. No litigation or court proceedings

DoClaim does not provide litigation services.

DoClaim will not:

file a lawsuit against an airline;
commence court proceedings;
commence judicial enforcement proceedings;
represent Customers in court;
instruct a lawyer to sue an airline on a Customer's behalf;
charge a court-action surcharge;
finance litigation; or
guarantee escalation after an airline rejects a claim.

If the airline rejects the claim and DoClaim determines that further ordinary correspondence is unlikely to produce a voluntary payment, DoClaim may close the claim.

If a claim is closed without compensation being recovered, no Success Fee is payable.

The Customer remains free to pursue the matter independently, use another service provider or obtain independent legal advice after DoClaim's involvement ends.

4. DoClaim is not a law firm

DoClaim is a flight-claims administration and passenger-rights claims service.

DoClaim is not a law firm and does not provide court representation.

General information available through doclaim.net, including information concerning passenger rights, compensation amounts and claim eligibility, is provided for informational and claims-administration purposes.

It should not be treated as individualized legal advice.

5. Eligibility

Potential eligibility may depend on matters including:

airline;
operating carrier;
departure airport;
destination airport;
flight distance;
delay duration;
cancellation circumstances;
denied boarding;
missed connections;
notification given by the airline;
reason for disruption;
extraordinary circumstances;
applicable passenger-rights regime;
applicable limitation period;
documents available;
previous settlements or payments; and
evidence supplied by the airline.

DoClaim may reassess eligibility if new information becomes available.

6. Acceptance of claims

Submitting a claim does not require DoClaim to pursue it.

DoClaim may reject or stop handling a claim where, for example:

the claim appears ineligible;
the likelihood of voluntary recovery is too low;
required information is unavailable;
the Customer does not cooperate;
information appears inaccurate;
the claim is time-barred;
compensation has already been paid;
a settlement has already been accepted;
another representative is handling the same claim;
the airline provides evidence defeating eligibility;
continued handling would create legal or regulatory difficulties;
DoClaim does not support the relevant jurisdiction or claim category; or
pursuing the claim is not reasonably practicable.

If no compensation has been successfully recovered, closing the claim does not trigger the Success Fee.

7. No Win, No Fee

DoClaim operates on a:

NO WIN, NO FEE

basis.

There is no upfront DoClaim service fee.

If DoClaim does not successfully recover monetary compensation for the Customer, the Customer pays no Success Fee.

8. Success Fee

DoClaim's Success Fee is:

30% OF THE COMPENSATION SUCCESSFULLY RECOVERED

The Success Fee is the total DoClaim service fee.

It includes any VAT legally applicable to DoClaim's service.

VAT is not added on top of the 30%.

The Customer therefore receives:

70% OF THE COMPENSATION SUCCESSFULLY RECOVERED

unless mandatory law requires a different treatment.

Examples

For €250 compensation:

airline compensation: €250;
DoClaim Success Fee: €75;
Customer receives: €175.

For €400 compensation:

airline compensation: €400;
DoClaim Success Fee: €120;
Customer receives: €280.

For €600 compensation:

airline compensation: €600;
DoClaim Success Fee: €180;
Customer receives: €420.

There is no additional legal-action fee.

9. Amounts subject to the Success Fee

Unless expressly agreed otherwise before the claim is submitted, the 30% Success Fee applies to monetary flight compensation or a monetary settlement recovered through the claim handled by DoClaim.

The Success Fee will ordinarily not apply to separate reimbursement of documented:

hotel expenses;
meals;
ground transportation;
replacement tickets;
airport taxes; or
other out-of-pocket expenses,

unless DoClaim and the Customer expressly agree that DoClaim will pursue those amounts as part of its service.

10. Non-cash settlements

DoClaim will not knowingly accept:

airline vouchers;
travel credits;
loyalty points; or
another non-cash settlement

instead of monetary compensation without the Customer's approval.

If a non-cash settlement is offered, DoClaim may communicate that offer to the Customer.

Any applicable DoClaim fee relating to a voluntarily accepted non-cash settlement must be disclosed before acceptance.

11. Reduced settlement offers

Where an airline offers less than the amount DoClaim believes may potentially be recoverable, DoClaim will not knowingly accept the reduced settlement without the Customer's approval unless specific lawful authority to do so has separately been granted.

The Customer may accept or reject such an offer.

Because DoClaim does not litigate, rejecting an airline's final voluntary offer may result in the DoClaim case being closed.

12. Power of Attorney

DoClaim may require a Power of Attorney.

The Power of Attorney may authorize DoClaim to:

act as the Customer's representative for the claim;
submit the compensation request;
communicate with the airline;
supply documents;
request claim-related information;
receive airline correspondence;
negotiate a voluntary resolution;
receive compensation where permitted;
deduct the 30% Success Fee; and
transfer the remaining 70% to the Customer.

The DoClaim Power of Attorney does not authorize DoClaim to commence litigation.

Signing the Power of Attorney does not by itself transfer ownership of the underlying claim to DoClaim.

13. Payment through DoClaim

Where legally and operationally permitted, the Customer authorizes compensation to be paid into an account designated by DoClaim.

When DoClaim receives compensation:

the incoming compensation will be identified against the claim;
DoClaim will retain its 30% Success Fee;
70% will be due to the Customer; and
DoClaim will initiate payment using the payment information supplied by the Customer.

DoClaim aims to initiate the Customer payment within 10 business days after:

the airline payment has cleared;
the payment has been identified;
any reasonably required compliance checks have been completed; and
valid Customer payment information has been received.

Banking or payment-provider processing times are outside DoClaim's direct control.

14. Direct airline payments

An airline may pay the Customer directly.

A direct payment does not avoid the Success Fee where compensation was recovered as a result of the claim handled by DoClaim.

If the Customer receives compensation directly, the Customer must promptly inform DoClaim.

DoClaim may issue an invoice for 30% of the compensation received.

Unless the invoice specifies otherwise, payment must be made within 14 days.

15. Customer responsibilities

The Customer must:

provide truthful information;
provide authentic documentation;
provide information reasonably requested by DoClaim;
inform DoClaim of airline communications;
inform DoClaim of direct payments;
provide correct payment information;
cooperate reasonably with the claim process; and
notify DoClaim of any material change affecting the claim.

The Customer must disclose whether the Customer has already:

submitted the same claim;
received compensation;
accepted a settlement;
accepted a voucher;
appointed another claims company;
appointed a lawyer; or
commenced proceedings concerning the same claim.

16. Duplicate representation

While DoClaim is actively handling a claim, the Customer should not appoint another company to pursue the identical compensation claim without notifying DoClaim.

Duplicate representation can interfere with airline processing.

This provision does not prevent the Customer from lawfully terminating DoClaim's authority.

17. Documents

DoClaim may request:

booking confirmation;
boarding passes;
itinerary;
ticket;
airline communications;
passenger identification information and a copy of an identity document where necessary for the airline, fraud prevention, payment verification or claim handling;
proof of disruption;
payment details; and
other information reasonably necessary for the claim.

The Customer remains responsible for the accuracy of supplied information.

18. Multiple passengers

Where a booking contains several passengers, DoClaim may require individual authorization from each adult passenger.

A parent or legal guardian may provide authorization for a minor where legally permitted.

A Customer providing another individual's information confirms that they have lawful authority to provide it.

DoClaim may require further evidence of authority before processing another passenger's claim or releasing their money.

19. Statutory right of withdrawal

Where applicable consumer law gives the Customer a withdrawal right, the Customer may withdraw from the DoClaim service contract during the applicable statutory period.

For qualifying distance service contracts, this will generally be 14 days from conclusion of the contract.

No reason is required.

The Customer may withdraw:

using the withdrawal function on doclaim.net;
by emailing withdrawal@doclaim.net; or
by making any other clear statement communicating the decision to withdraw.

20. Immediate commencement of service

A Customer may request that DoClaim begin handling the claim immediately instead of waiting for the withdrawal period to expire.

DoClaim will request a separate express confirmation for this.

Where applicable law requires it, DoClaim will also obtain acknowledgment that once the service has been fully performed, the statutory withdrawal right may cease.

DoClaim will not use a pre-ticked checkbox for this authorization.

21. Withdrawal during performance

If a Customer validly withdraws before DoClaim's service has been fully performed, DoClaim will stop handling the claim.

Under DoClaim's commercial policy, DoClaim will not charge a partial administrative fee merely because work was carried out before a valid withdrawal.

This does not alter any situation in which:

the service was already fully performed;
compensation was successfully recovered; and
the Customer had validly requested immediate performance and acknowledged the applicable consequences,

to the extent permitted by mandatory law.

22. Cancellation after the statutory withdrawal period

After the statutory withdrawal period, a Customer may ask DoClaim to stop handling a claim.

If:

no compensation has been recovered;
no settlement has been accepted; and
the airline has not already confirmed compensation as a result of DoClaim's work,

DoClaim will normally close the claim without a Success Fee.

If, before termination, an airline had already approved, confirmed or paid compensation because of the claim handled by DoClaim, the Success Fee remains payable to the extent permitted by applicable law.

23. Airline rejection

If an airline rejects the claim, DoClaim may:

review the rejection;
reply to the airline;
provide additional evidence;
request reconsideration; or
make further ordinary correspondence.

DoClaim determines how much non-litigation follow-up is reasonably appropriate.

DoClaim is not required to continue correspondence indefinitely.

If DoClaim concludes that further voluntary recovery is unlikely, the claim may be closed.

No court proceedings will be commenced.

24. Customer rights after closure

After DoClaim closes an unsuccessful claim, the Customer remains free to:

contact the airline directly;
use an ADR body where available;
submit a regulatory complaint;
use another authorized service provider; or
consult a lawyer.

At the Customer's request, DoClaim may provide reasonable copies of claim correspondence that the Customer is entitled to receive, subject to data-protection and confidentiality restrictions.

25. No guarantee

DoClaim does not guarantee:

claim success;
a particular payment amount;
an airline response time;
a payment deadline;
that an airline will accept DoClaim's interpretation;
or that the airline will voluntarily pay.

Eligibility tools and estimated compensation results are preliminary.

26. Compensation amounts

Passenger-rights legislation may establish compensation categories based on matters including flight distance, destination and disruption.

Amounts displayed on doclaim.net are informational estimates.

Actual entitlement can be:

the displayed amount;
a reduced amount;
a different amount; or
zero.

27. Extraordinary circumstances

Whether compensation is payable may depend on whether the disruption arose from circumstances for which the airline is legally responsible.

DoClaim assesses available information but does not guarantee how a particular event will ultimately be classified.

28. Bank information

Customers are responsible for supplying accurate bank or payment information.

DoClaim may require identity or payment-account verification before releasing money.

DoClaim may temporarily withhold payment where reasonably necessary to:

establish the correct beneficiary;
prevent fraud;
comply with law;
comply with banking requirements; or
resolve conflicting payment instructions.

29. Currency and bank charges

Compensation received in EUR will ordinarily be transferred in EUR where reasonably possible.

If currency conversion is required, the conversion rate and fees may be determined by the relevant bank or payment provider.

DoClaim's Success Fee remains 30%.

Charges independently imposed by a Customer's own bank or payment provider are not DoClaim service fees.

30. Taxes

The 30% Success Fee includes any VAT legally applicable to DoClaim's service.

DoClaim will not add VAT on top of the advertised 30%.

Customers are responsible for their own tax obligations, if any, relating to compensation they receive.

DoClaim does not provide personal tax advice.

31. Fraud

DoClaim may immediately stop processing a claim where it reasonably suspects:

forged documents;
fabricated bookings;
identity fraud;
deliberate duplicate claiming;
concealed prior compensation;
false material statements; or
other fraudulent conduct.

DoClaim may retain or disclose information where required or permitted by law for fraud prevention or regulatory compliance.

32. Electronic communications

Customers agree that claim-related communications may be sent electronically, including through:

email;
Customer account;
SMS;
secure messaging;
electronic signature systems; or
another contact method supplied by the Customer.

33. Electronic signatures

Documents may be accepted or signed electronically where permitted by applicable law.

DoClaim may retain evidence including:

document version;
claim identifier;
date and time;
acceptance event;
authentication record; and
signature audit information.

34. Website use

Users must not:

access another person's account without authorization;
knowingly submit fraudulent claims;
introduce malware;
attack or disrupt DoClaim systems;
circumvent security controls;
misuse automated claim forms;
scrape protected content unlawfully; or
impersonate another person.

35. Intellectual property

The DoClaim brand, website, software, graphics, original content and other intellectual property belong to DoClaim or its licensors unless stated otherwise.

Customers may use the Website for lawful personal use relating to DoClaim's services.

No intellectual-property ownership is transferred to the Customer.

36. Third-party providers

DoClaim may use third-party providers for operational functions including:

hosting;
communications;
electronic signatures;
payment processing;
banking;
flight-data services;
identity verification;
customer support;
analytics;
cybersecurity; and
professional advice.

Use of third-party services does not reduce Customers' mandatory rights against DoClaim.

37. Liability

DoClaim will provide its service with reasonable care.

To the maximum extent permitted by law, DoClaim is not liable for a failure caused solely by circumstances outside its reasonable control, including:

airline refusal;
airline insolvency;
incorrect Customer information;
bank failures;
payment-system failures;
government action;
major telecommunications failures; or
force majeure.

Nothing in these Terms excludes or limits:

liability that cannot legally be excluded;
liability for fraud or intentional misconduct; or
mandatory consumer rights.

38. Consumer protection

Nothing in these Terms removes mandatory consumer protections.

Where DoClaim directs its services to a consumer in another country, a choice of Albanian law does not remove mandatory protections that apply to that consumer and cannot lawfully be excluded.

39. Complaints

Customers should first contact:

complaints@doclaim.net

DoClaim will:

acknowledge a complaint as soon as reasonably possible;
investigate it fairly;
request further information where necessary; and
provide a response within a reasonable period.

See the separate DoClaim Complaints Policy.

40. Governing law

The DoClaim service agreement is governed by the laws of the Republic of Albania, subject to mandatory consumer-protection rules that apply to the Customer.

41. Jurisdiction

Disputes that cannot be resolved informally will be handled by the competent court determined under applicable law.

Nothing in these Terms requires a consumer to surrender a mandatory right to bring proceedings in a court that has jurisdiction under applicable consumer law.

42. Changes to Terms

DoClaim may update these Terms because of:

legal changes;
regulatory changes;
changes to services;
operational changes;
security requirements; or
clarification of existing provisions.

The version accepted for an existing claim will normally remain applicable to that claim.

DoClaim will not retroactively increase the Success Fee on an existing claim without lawful Customer agreement.

43. Severability

If one provision is held unenforceable, the remaining provisions continue to apply where legally possible.

44. Entire agreement

The service agreement consists of:

these Terms;
the applicable Power of Attorney;
the Privacy Policy;
claim-specific information;
withdrawal information; and
any additional terms expressly agreed between the Customer and DoClaim.

45. Language

The primary website version of these Terms is English.

DoClaim may provide translations.

Where mandatory consumer law requires information or contractual terms in another language, those requirements remain unaffected.

46. Contact

DoClaim SH.P.K
Tirana, Albania
Republic of Albania

NUIS/NIPT: Test

Website: https://doclaim.net
Email: support@doclaim.net

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