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 lawyer 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, Regulation (EC) No 261/2004 as applicable in the United Kingdom (UK261), the Regulation on Air Passenger Rights of the Republic of Turkey, the Law on Obligations and Bases of Property Law Relations in Air Transport of the Republic of Serbia and any other applicable local legislation.

"Contract" means the service 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.

For the purposes of these General Terms and Conditions, "Legislative Act" means any of the following applicable legal acts and international treaties: the Montreal Convention, Regulation (EC) No 261/2004 as applicable in the United Kingdom (UK261), the Regulation on the Rights of Air Passengers of the Republic of Turkey, the Law on Obligations and Bases of Property Law Relations in Air Transport 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 Customer's Claim, including documents attached and/or electronically signed by the Customer.

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. The User accepts these General Terms and Conditions and undertakes to comply with them by ticking, when registering the Claim, the box confirming that they have read, understood and agree to them, and by submitting the Claim.

Subject-matter of the contract and assignment of work

Article 3. Aeroisk and/or a lawyer and/or a law firm authorised by the Customer shall, jointly and severally, carry out all legally valid out-of-court and court proceedings, on behalf of the Customer 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, represents the Customer’s expressed intention to instruct Aeroisk to take the necessary steps to bring a claim for compensation.

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 Customer, who must then upload scanned or photographed copies back into the System. The Customer authorises Aeroisk to represent them personally, through a representative or through a lawyer and/or law firm authorised by the Customer, 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 Customer undertakes to provide Aeroisk with true and complete information regarding their identity and all material circumstances relating to the Claim, as well as authentic documents. This obligation applies to information and documents provided upon registration in the System or subsequently, regardless of the manner in which they are provided.

Services offered by Aeroisk

Article 7. Where possible, the Customer'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 Aeroisk considers to be unfounded, Aeroisk may assess the situation and take legal action on behalf of the Customer 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 lawyer 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 specialising in the protection of passenger rights and the recovery of compensation from airlines. References to specific airlines in Aeroisk's marketing materials and on its 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 lawyer and/or law firm authorised by the Customer 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 30 per cent (thirty per cent) of the sum of the Compensation paid, VAT included.

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 Customer receives only a portion of the amount of the Compensation, Aeroisk shall receive remuneration amounting to 30 per cent (thirty per cent) of the amount of the Compensation actually paid on the basis of the court decision, VAT included.

(2) The statutory interest awarded by the court on the amount of the Compensation and the legal costs awarded in favour of the Customer shall not form part of the Compensation due to the Customer and shall remain with Aeroisk. Aeroisk shall bear the risk and all costs associated with conducting the legal proceedings, including the costs awarded to the airline in the event of an unsuccessful outcome, without charging these to the Customer. This shall not release the Customer from liability for damage caused to Aeroisk as a result of the Customer's culpable non-performance of their obligations under these General Terms and Conditions.

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 Customer receives the Compensation directly from the airline or from any third party after Aeroisk or a lawyer and/or law firm authorised by the Customer 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) Should the Customer agree to receive alternative non-monetary compensation instead of the monetary Compensation claimed (e.g. travel vouchers, free airline tickets for future travel or other services from the airline) after Aeroisk or a lawyer and/or law firm authorised by the Customer has made a claim against the airline, either out of court or through the courts, or has taken administrative action, the Customer shall pay Aeroisk the fee due on the Compensation originally claimed under Regulation 261/2004 or another Legislative Act within 3 (three) days of the actual provision of the non-monetary 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/contacts/.

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 Customer or User of Aeroisk undertakes to cooperate in the successful completion of the procedure for recovering the Compensation by providing the necessary information, documents and evidence (e.g. boarding pass, booking confirmation, identity document, etc.), including signing them by hand or electronically, as required by the relevant procedure. Requested documents shall be provided within the time limit specified by Aeroisk in its written request, taking into account the requirements of the procedure.

(2) The Customer undertakes to forward to Aeroisk without delay any information received that is relevant to their right 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 airline tickets for future travel or other services from the airline).

(4) Since Aeroisk organises the recovery of the Compensation and bears the risk and costs of any court proceedings in accordance with Article 11(2), the Customer undertakes to agree in advance with Aeroisk or the authorised lawyer on any independent action relating to the commissioned Claim, including correspondence with the airline and statements at court hearings. This obligation does not restrict compliance with orders of the court, of which the Customer shall promptly notify Aeroisk.

Article 17. (1) The Compensation collected shall be paid to the Customer by bank transfer, and the Customer undertakes to specify a bank account to which the Compensation is to be paid. The Customer 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 undertakes not to appoint any other person to collect the same Compensation that is the subject of the assigned Claim.

(3) The Customer undertakes not to bring an independent claim for the same Compensation whose collection they have entrusted to Aeroisk, except with Aeroisk's prior agreement. This restriction does not affect the Customer's right to exercise other rights against the airline that are not the subject of the assignment.

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 refuse 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) Aeroisk may amend these General Terms and Conditions. The amendments shall be published on the Website and shall enter into force on the day following the date of their publication.

(2) The amended General Terms and Conditions shall apply only to Claims registered after their entry into force. Claims already registered shall continue to be governed by the version of the General Terms and Conditions in force on the date on which the Claim was registered.

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 obligations set out in Article 18 of these General Terms and Conditions.

Withdrawal from the assignment

Article 24. (1) Any user who has commissioned Aeroisk to claim Compensation is entitled to withdraw from the assignment within 14 (fourteen) days of its acceptance, without giving a reason for their decision. The date on which the Customer signs the Power of Attorney shall be deemed to be the date of acceptance.

(2) The Customer expressly requests that Aeroisk begin performing the commissioned services immediately after the Power of Attorney is signed, without waiting for the period referred to in paragraph 1 to expire, and confirms having been informed that they will lose the right of withdrawal once the service has been fully performed, which occurs when the airline pays the Compensation.

(3) Withdrawal from the assignment may be made in free text and 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 Customer 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 paragraphs, 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 and the Contract shall be governed by Bulgarian law. This choice of law does not deprive the Customer, when acting as a consumer, of the protection afforded by the applicable mandatory provisions of the law of the country of their habitual residence. Any disputes arising out of or in connection with these General Terms and Conditions or the Contract shall be heard by the competent court in accordance with the applicable rules on jurisdiction, including the rules on consumer protection.

Effective from 19 October 2026.