General terms and conditions for using Aeroisk services

These General Terms and Conditions govern the terms on which Aeroisk EOOD provides its information, software and services via the website aeroisk.com (hereinafter referred to as "the Services"). The Services shall be deemed to have been provided only if these General Terms and Conditions are accepted.

Definitions

"Aeroisk" means "Aeroisk" EOOD, with company registration number 203788586, registered in Bulgaria with its registered office at: 9 Dragoman Street, 2nd floor, Varna.

"Website" means the website https://aeroisk.com, owned by Aeroisk EOOD.

"Customer" or "User" means any person using the Website who has accepted these General Terms and Conditions of Use.

"Power of Attorney" means the document by which the Customer grants power of representation to Aeroisk and/or a solicitor and/or a law firm, pursuant to which the authorised representatives, jointly and severally on behalf of the Customer, shall take all necessary steps to achieve the out-of-court or judicial recovery of financial compensation in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004, the Montreal Convention, the Regulations on Air Passengers' Rights and the Licensing of Air Travel Organisers (Amendment) (Withdrawal from the EU) 2019, the Regulation on Air Passenger Rights of the Republic of Turkey, the Air Transport Act of the Republic of Serbia and any other applicable local legislation.

"Contract" means the Contract for the Award of a Contract which the Customer enters into with Aeroisk and of which these General Terms and Conditions form an integral part.

"Regulation 261/2004" means Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

A legislative act is any of the following: the Montreal Convention, the Air Passenger Rights and Air Travel Organiser Licensing (Amendment) (Withdrawal from the EU) Regulations 2019, the Regulation on the Rights of Air Passengers of the Republic of Turkey, the Air Transport Act of the Republic of Serbia, and any other applicable local legislation.

"Compensation" means a sum of money payable to an air passenger by the relevant airline in accordance with passenger rights under Regulation 261/2004 or any other legislative act, comprising the fixed compensation, reimbursement of additional costs incurred as a result of the flight disruption, and a refund of the ticket price.

"Claim" means any out-of-court or court claim for the payment of monetary compensation to a passenger, brought against an airline and based on the rights granted to passengers under Regulation 261/2004 or other legislation.

"Compensation Calculator" or "Calculator" means an automated system incorporated into the Website, through which any user of the Website can check the likelihood of receiving compensation and calculate the amount thereof, based on the data initially entered by them. The system is automated and operates on the basis of computer algorithms developed in accordance with the provisions of Regulation 261/2004. The amount of compensation shown as the final result after all fields in the Calculator have been completed does not constitute a binding contractual offer on the part of Aeroisk. The final amount of compensation received may vary, depending on the information contained in documents submitted subsequently (boarding pass and/or flight booking, personal documents, documents relating to additional expenses incurred, etc.), depending on negotiations with the airline or in the event of legal proceedings, as well as additional external factors affecting the assessment of the Claim and the amount of compensation.

"System" means computer software owned by Aeroisk EOOD, which stores all information relating to the Client's Claim, including documents attached and/or electronically signed by the Client.

General Provisions

Article 1. After entering the details and/or flight route into the Calculator, and following the initial calculation of the amount of compensation, the User may submit a claim for compensation on the Aeroisk website, upon which they will receive a confirmation email to the address used for registration, along with a claim reference number.

Article 2. By clicking the "Register and Submit Claim" button, the User accepts and undertakes to comply with these General Terms and Conditions.

Subject-matter of the contract and assignment of work

Article 3. Aeroisk and/or a solicitor and/or a law firm authorised by the Client shall, jointly and severally, carry out all legally valid out-of-court and court proceedings, on behalf of the Client for the purpose of successfully collecting and receiving the full amount of the monetary compensation due, on the grounds provided for in Regulation 261/2004 or any other legislative act.

Article 4. The use of the Calculator and subsequent registration in the System, in addition to constituting acceptance of and agreement to these General Terms and Conditions, also constitutes an instruction to Aeroisk to carry out, either personally, through a representative, or through a solicitor and/or law firm authorised by the Client, all actions necessary to bring a claim for compensation on behalf of the Client.

Article 5. Upon registration in the Aeroisk System, the latter automatically generates the documents required for the processing of the claim and the performance of the assigned work; these must be signed electronically or printed out and signed in hard copy (without notarisation) by the Client, who must then upload scanned or photographed copies back into the System. The Client authorises Aeroisk to represent them personally, through a representative or through a solicitor and/or law firm authorised by the Client, and, where necessary, to create an email address for the purposes of communication regarding the procedure for collecting the Compensation and to carry out legally valid actions on their behalf, in connection with the collection of the Compensation.

Article 6. The information that Clients enter into the Aeroisk System must be accurate, consistent with their identity and the actual facts of the case.

Services offered by Aeroisk

Article 7. Where possible, the Client's compensation is recovered through out-of-court proceedings, with the aim of reaching an out-of-court settlement with the relevant airline. The Aeroisk team takes all permissible factual and legal steps to recover the claimed amount of compensation in accordance with Regulation 261/2004 or any other applicable legislation.

Article 8. (1) In the event of a refusal by the airline to pay the compensation for a reason which we consider to be unfounded, Aeroisk may assess the situation and take legal action on behalf of the Client before the competent courts, including, but not limited to, those within the European Union. Legal action may also be taken in cases where Aeroisk's efforts in negotiations with the airline do not result in an out-of-court settlement and payment within a timeframe acceptable to Aeroisk. A solicitor authorised to practise in the country where the legal claim is being brought will be engaged in the legal proceedings.

(2) Aeroisk is an independent agency and passenger rights adviser that defends passengers' interests against airlines. References to specific airlines in our marketing materials and on our website are for information purposes only – to indicate which carrier the service relates to – and should not be interpreted as an endorsement, partnership or any other form of association with the airline in question.

Remuneration and Payment

Article 9. Aeroisk receives remuneration only upon the successful recovery of compensation for the Customer through out-of-court or court proceedings. Cases in which the airline has paid compensation for the flight after Aeroisk or a solicitor and/or law firm authorised by the Client has submitted a claim to the airline, either out of court or through the courts, or has taken administrative action, shall also be deemed to constitute successful recovery.

Article 10. The fee shall amount to 25 per cent (twenty-five per cent) of the sum of the Compensation paid.

Article 11. (1) In the event that the dispute is resolved through legal proceedings and a decision of the competent court, pursuant to which the Client receives only a portion of the amount of the Compensation, Aeroisk shall receive remuneration amounting to 25 per cent (twenty-five per cent) of the amount awarded to the Client by the court.

(2) The statutory interest awarded by the court on the amount of the Compensation shall not form part of the Compensation due to the Client and shall remain with Aeroisk. Aeroisk shall bear the risk and all costs associated with conducting the legal proceedings, including in the event of an unsuccessful outcome, without charging these additionally to the Client.

Article 12. (1) In the event that the airline pays the amount of the Compensation into Aeroisk's account, Aeroisk shall deduct the fee specified in Articles 10 and 11 and pay the remainder of the Compensation into the account specified by the Customer within three days of receiving the sum from the airline, provided that the Customer has already provided bank account details by that time. If the Customer provides bank account details at a later date, the three-day period shall run from the date on which such details are provided.

(2) In the event that the Client receives the Compensation directly from the airline or from any third party after Aeroisk or a solicitor and/or law firm authorised by the Client has made a claim against it, either out of court or through the courts, or has taken administrative action, they shall be obliged to notify Aeroisk of this immediately and to pay Aeroisk the agreed fee within 3 (three) days of receiving the compensation.

(3) In the event that the Client agrees to alternative non-monetary compensation (e.g. travel vouchers, free replacement tickets or other services from the airline), they shall be obliged to pay Aeroisk the fee due on the compensation originally claimed in accordance with Regulation 261/2004 or other legislation within 3 (three) days of giving their consent to receive the non-monetary alternative compensation.

Rights and obligations of the Customer

Article 13. The Customer may browse the Website and submit a Claim for Compensation via the System.

Article 14. The Customer has the right to check the status of their Claim for Compensation via their personal profile on the Website or by contacting Aeroisk via any of the communication channels listed on the website at https://aeroisk.com/bg/kontakti/.

Article 15. The Customer bears full responsibility for safeguarding their username, Claim number and password, as well as for all actions carried out by them or by a third party using their username and password. The User is obliged to notify Aeroisk immediately of any instance of unauthorised access using their username and password, as well as whenever there is a risk of such use.

Article 16. (1) Every Client or User of Aeroisk undertakes to cooperate in the successful completion of the procedure for claiming Compensation by providing the necessary information, documents and evidence (e.g. boarding pass, booking confirmation, identity document, etc.) and other documents required for the Compensation recovery procedure, including signing these documents in person.

(2) The Client undertakes to send any useful information to Aeroisk immediately upon receipt thereof, which is relevant to their entitlement to Compensation.

(3) The Customer undertakes to inform Aeroisk within two days if the airline contacts them directly and/or offers or sends them an alternative to the compensation (e.g. vouchers, free replacement tickets or other services from the airline).

Article 17. (1) The Compensation collected shall be paid to the Client by bank transfer, and the Client undertakes to specify a bank account to which the Compensation is to be paid. The Client is responsible for ensuring that the bank details provided by them are correct and up to date.

(2) Any bank charges, other fees and currency conversion differences arising from and in connection with the transfer referred to in paragraph 1 shall be borne by the Customer.

Article 18. (1) When registering a new Claim, the Customer must notify Aeroisk if they have submitted a claim for Compensation for the same flight either personally or through a third party, by ticking the relevant box on the form to be completed when submitting the Claim.

(2) Upon acceptance of these General Terms and Conditions and the appointment of Aeroisk to collect the compensation, the Customer is obliged not to contact other firms, agents or solicitors providing similar services in relation to compensation for the same flight.

(3) The Client may not take any other legal action in respect of the same flight against the relevant airline independently. Should the Client wish to take other actions against the airline that are not included in Aeroisk's services, they may do so only with Aeroisk's consent.

Article 19. The Customer has the right to withdraw from Aeroisk's services after accepting these General Terms and Conditions. The conditions for withdrawal are set out in Article 24 of these General Terms and Conditions.

Rights and Obligations of Aeroisk

Article 20. Aeroisk is entitled to refuse to accept a Claim and to provide its services to a Customer who has submitted a request for assignment via the Website, without specifying a reason for doing so.

Article 21. (1) These General Terms and Conditions may be amended at any time by Aeroisk.

(2) Aeroisk undertakes to notify the Client of any changes to the General Terms and Conditions that affect a Claim already registered by the Client, by publishing a notice of the amendments in a prominent place on the Website and allowing the Client sufficient time to familiarise themselves with them. Changes that apply only prospectively – that is, only to Claims registered after the date on which they come into force – do not require prior notification to existing Clients.

Article 22. (1) Aeroisk reserves the right at any time to terminate or restrict access to the Website and the services provided.

(2) Aeroisk reserves the right to modify or terminate (temporarily or permanently) any element or part of its services.

Article 23. Aeroisk reserves the right to terminate the provision of its services to the Customer in the event of a breach by the Customer of the obligation set out in Article 18 of these General Terms and Conditions and to claim liquidated damages in accordance with Article 25.

Withdrawal from the Assignment

Article 24. (1) Any user who has commissioned Aeroisk to claim Compensation is entitled to withdraw from the commission within 14 (fourteen) days of its acceptance, without giving a reason for their decision. The date of acceptance shall be deemed to be the date on which the Claim is registered in Aeroisk's system.

(2) The Client may not withdraw their instruction to Aeroisk if Aeroisk, either personally, through a representative, or through a solicitor or law firm authorised by the Client, has already submitted a claim for compensation to the Airline and/or has submitted a request for assistance to the competent administrative or arbitration bodies and/or has taken legal action to recover the compensation on behalf of the Client.

(3) The refusal to instruct may be made in free text and must be sent to Aeroisk in writing — by letter (to the address: 9 Dragoman Street, 2nd floor, Varna) or by email (to office@aeroisk.com).

Penalties

Article 25. Should the Client fail to fulfil their obligations under Articles 12(2) and 12(3) of these General Terms and Conditions, within 7 (seven) days of the expiry of the period specified in those articles, they shall owe Aeroisk the remuneration under Article 10 together with a penalty amounting to 10 per cent of the value of the Compensation.

Governing Law

Article 26. These General Terms and Conditions have been drawn up and shall be performed and interpreted in accordance with the applicable Bulgarian law, and any dispute arising out of or in connection with these General Terms and Conditions and the Contract shall fall within the jurisdiction of the District Court of Varna.

Effective from 19 August 2026.