Terms of Service

iKlaim: company providing air passenger rights claim services.

Passenger: the individual who contracts iKlaim's services.

Claim: the complaint submitted by the Passenger regarding delays, cancellations, denied boarding or baggage issues.

Compensation: any amount paid or owed as a result of the Claim, whether received by the Passenger, by iKlaim, or by an authorized third party on the Passenger's behalf.

iKlaim provides: eligibility analysis, documentation preparation and submission, contact and negotiation with airlines, representation before administrative authorities and, when applicable, judicial representation.

iKlaim does not guarantee the outcome of the Claim, which depends on the case circumstances, applicable law and decisions by airlines, authorities or courts.

To contract iKlaim's services, the Passenger must create an account with truthful data, complete the Claim form, accept these Terms and the Privacy Policy, and sign the representation authorization when requested.

The Passenger is responsible for the accuracy of the information provided.

The Passenger agrees to: provide truthful and complete data, cooperate throughout the process, not directly contact the airline or accept any settlements without first notifying iKlaim, and communicate any proposal or payment received directly from the airline.

iKlaim processes personal data in accordance with applicable privacy laws, including the GDPR (EU Regulation 2016/679) and the LGPD (Brazilian Law 13.709/2018).

Consent for marketing, newsletter or non-essential cookies is requested separately and does not condition the provision of services.

For privacy queries: privacy@iklaim.com

See also our Privacy Policy and Cookie Policy.

iKlaim operates on a success fee basis — fees are only charged if Compensation is received. There are no upfront costs. The applicable percentage is indicated at the time of contracting, applied to the compensation amount recognized in the Passenger's favor as a result of the Claim, and does not apply to amounts that constitute a mere refund of sums already paid by the Passenger (such as the ticket price), unless expressly agreed otherwise. The exact percentage, the applicable calculation basis, and a numerical example will be presented to the Passenger before acceptance of these Terms.

Bank details and payout of the Compensation: once the Compensation has been effectively received and the corresponding amount is available for payout, iKlaim will request from the Passenger the bank details and, when necessary, the identification documents required to make the payment securely. The Passenger is responsible for providing complete, correct, up-to-date data with ownership consistent with the rules communicated by iKlaim.

While payment cannot be made solely due to the absence, insufficiency, invalidity, or outdated status of this data, the payment will remain suspended until the matter is resolved.

If the pending issue is not resolved within 180 (one hundred eighty) days from the first valid request sent after receipt of the Compensation, iKlaim may require new confirmation of the data and additional identity verification and fraud-prevention procedures before making the payment.

During this period, the net amounts owed to the Passenger will remain identified in iKlaim's accounts as a liability and will be kept separate or segregated from resources allocated to the company's operating activities, to the extent permitted by the banking services used. No interest will accrue while the impossibility of payment results exclusively from the Passenger's lack of cooperation or the absence of valid data, without prejudice to any rights that cannot be excluded under applicable law.

Lack of response will not imply automatic waiver of the Compensation nor authorize its incorporation into iKlaim's assets. If the impossibility of payment persists for a prolonged period, iKlaim may make further contact attempts and adopt legally available measures, including, where appropriate and proportionate, a formal offer of payment or judicial deposit of the amount.

This clause applies to contracts entered into after its effective date. For prior contracts, the version of the Terms accepted by the Passenger will apply, unless a new valid acceptance is given or applicable law requires otherwise.

The Passenger may withdraw from iKlaim's services at any time by providing written notice.

Right of withdrawal: where applicable EU or Spanish consumer protection law applies, the Passenger has 14 (fourteen) calendar days from contracting to withdraw from the contract without justification. Where applicable Brazilian consumer law applies, the Passenger has 7 (seven) calendar days from contracting for the same purpose, pursuant to Article 49 of the Brazilian Consumer Protection Code. If the Passenger expressly requests that the service begin immediately within that period, iKlaim may retain an amount proportional to the work actually performed up to the date of withdrawal.

After that period, or for withdrawals not covered by the statutory right of withdrawal, iKlaim may retain fees proportional to the work performed, as provided in the contract.

For cancellations: info@iklaim.com. For privacy matters: privacy@iklaim.com.

iKlaim is not liable for: the final outcome of the Claim, delays caused by airlines or courts, false information provided by the Passenger, or agreements made directly by the Passenger without notifying iKlaim.

To the extent permitted by applicable law, iKlaim's liability for damages arising from the provision of its services is limited to the amount effectively charged to the Passenger as fees. This limitation does not apply to cases of willful misconduct, gross negligence, breach of personal data protection, misappropriation of funds belonging to the Passenger, breach of a mandatory legal obligation, or any other situation in which a limitation of liability is not permitted under applicable law.

iKlaim may update these Terms to reflect legal or operational changes. Changes will not adversely affect already formalized contracts. The current version is always available on the iKlaim website.

For contracts concluded in Spain or the European Union, mandatory consumer protection rules apply. Any dispute will be submitted to the competent courts under Spanish and applicable European Union law, without prejudice to the consumer's right to bring proceedings before the courts of their place of residence where provided by law.

For contracts concluded in Brazil, Brazilian law applies. Any dispute will be submitted to the competent courts under applicable law, preserving the consumer's rights, including as to the legally competent venue.