TERMS & CONDITIONS / USER AGREEMENT
This Terms & Conditions / User Agreement (“Agreement”) is a legally binding contract between:
(A) Airoright Services Pvt Ltd, a company incorporated under the Companies Act, 2013, having its registered office at Unit 416, FBD One Corporate Park, Sector 37, Faridabad, 121003, Haryana, India CIN: U82990HR2026PTC144662 (hereinafter referred to as the “Company”, “Platform”, “we”, “us”, “our”); and
(B) any individual who accesses, browses, registers on, initiates or submits a claim, uploads documents, provides consent/authorization, or otherwise uses the Platform (the “User”, “Passenger”, “you”, “your”).
By clicking “I Agree”, “Continue”, “Submit”, “Authorize”, “Confirm”, by verifying through OTP/e-sign/biometric/face scan/ thumbprint (where enabled), or by using the Platform in any manner, you confirm that you have read, understood, and accepted this Agreement and consent to be legally bound by it.
If you do not agree, do not use the Platform.
1. DEFINITIONS AND INTERPRETATION
1.1 “Account” means your registered profile on the Platform created using your contact details and authentication steps.
1.2 “Airline” means any domestic or international air carrier and includes (where relevant) codeshare carriers, airline group entities, airline agents, airline customer support, and/or third parties engaged by the Airline for claims handling.
1.3 “Applicable Law” means all laws in force in India, including (as applicable) the Indian Contract Act, 1872; Consumer Protection Act, 2019; Information Technology Act, 2000 and rules; Digital Personal Data Protection Act, 2023 (“DPDP Act”); and any aviation-related regulations, directions, advisories, and Conditions of Carriage.
1.4 “Claim” means any grievance/compensation request relating to air travel services including (without limitation) flight delay, cancellation, denied boarding, downgrade, overbooking, missed connections, baggage loss/damage/delay, refund issues, inadequate assistance, misrepresentation, deficiency in service, unfair trade practices, or allied passenger grievance.
1.5 “Passenger” means the person whose travel/booking gives rise to the Claim (ticket/PNR in their name, or who travelled/was booked to travel).
1.6 “Lead Passenger” means the Passenger who initiates a group claim for multiple passengers (where enabled).
1.7 “Beneficiary Passenger” means a Passenger for whom a third party initiates preliminary claim intake (where enabled).
1.8 “Authorization Documents” include (as applicable) Special Power of Attorney (SPA) / limited authorization, fee authorization, declarations/undertakings, settlement acceptance approvals, payout instructions, consent artifacts, and other documents required to authorize the Platform to act on behalf of the Passenger.
1.9 “Compensation / Settlement Amount” means any monetary or non-monetary benefit offered or provided by the Airline/third party arising from a Claim, including cash, refunds, vouchers, travel credits, upgrades, waivers, goodwill payments, points/miles, fee reversals, or any other quantifiable benefit, whether paid to the Passenger directly or received by the Platform on the Passenger's behalf.
1.10 “Client Money / Passenger Funds” means any Compensation/ Settlement Amount received by the Platform on behalf of a Passenger through bank transfer, payment gateway, UPI, card rails, settlement rails, airline remittance, or any other payment mechanism, pursuant to a Claim.
1.11 “Success Fee” means the Platform's fee payable upon a successful outcome, computed as a percentage or in such manner as disclosed at onboarding and/or in the Fees Policy.
1.12 “Fees Policy / Payout Policy” means the fee disclosures, valuation rules and payout rules displayed on the Platform and incorporated by reference into this Agreement.
1.13 “Audit Records” mean system logs including click-wrap records, timestamps, IP/device logs, OTP logs, e-sign certificates, biometric tokens (where applicable), session logs, communications, and transaction trails maintained by the Platform.
1.14 Interpretation: Headings are for convenience only. Words in singular include plural and vice versa. “Including” means “including without limitation”.
2. PLATFORM ROLE, SCOPE, AND SERVICE MODEL
2.1 Platform role: The Platform provides a digital, structured workflow to collect information/documents, facilitate processing of Claims, send representations/complaints/escalations, coordinate settlement, and assist with resolution of airline-related grievances.
2.2 No airline affiliation: The Platform is not owned, operated, authorized, or endorsed by any Airline, airport, regulator, or government authority.
2.3 No guarantee: The Platform does not guarantee success, timelines, or any specific amount. Outcomes depend on facts, documentation, airline policies and Applicable Law.
2.4 Discretion to accept claims: The Platform may accept, reject, hold, or close Claims based on viability, limitation, jurisdiction, documentation sufficiency, airline response, risk factors, and compliance constraints.
2.5 Professional/legal services: Where a matter requires litigation or formal proceedings before consumer commissions/ courts/authorities, separate terms/authorizations may apply, and such services may be provided through empanelled professionals where appropriate.
2.6 Updates to process: The Platform may refine workflows, intake formats, verification steps and internal policies to improve security, compliance and outcomes.
3. ELIGIBILITY, ACCOUNT, AND ACCESS
3.1 Competence: You represent you are competent to contract under Applicable Law. If you are not, you must not use the Platform.
3.2 Accuracy: You must provide true and accurate information during registration and claim submission and keep it updated.
3.3 Security: You are responsible for maintaining confidentiality of credentials, control of your registered mobile/email, and for all activity conducted through your account/device.
3.4 Security measures: The Platform may require additional authentication (multi-factor, OTP, eSign, biometric) for security and fraud prevention.
4. CLAIM SUBMISSION MODES (PASSENGER / THIRD-PARTY / GROUP)
4.1 The Platform may permit Claims through the following modes, as enabled from time to time:
(a) Passenger Self-Registration: Passenger registers and submits their Claim.
(b) Third-Party Assisted Registration: A third party may initiate preliminary intake; Passenger verification is mandatory.
(c) Group Claim / Multi-Passenger: A Lead Passenger may initiate intake for multiple passengers; each passenger verification is mandatory.
4.2 Mandatory Passenger verification (non-negotiable): No Claim will be processed beyond preliminary intake unless the Passenger (and each passenger in a group claim) completes verification and consent steps, which may include OTP, eSign/digital signature, face-scan/thumbprint (where enabled), email link confirmation, KYC checks, recorded consent for high-value cases, and execution of Authorization Documents.
4.3 Third-party assisted registration is initiation only: Any third-party initiation does not bind the Passenger unless the Passenger completes verification/consent. The Platform may refuse to proceed if Passenger verification is not completed within the timeline specified.
4.4 Group Claims through Lead Passenger/Authorized Passenger: A group claim for multiple passengers may be initiated, coordinated, managed, and pursued on the Platform by one Lead Passenger or by any one passenger acting with the valid authority, consent, or authorization of the other concerned passenger(s), in such form and manner as may be accepted by the Platform. The Platform may, however, at its discretion or where operationally required, require passenger-wise verification, consent, authorization, settlement acceptance, and/or payout confirmation from each individual passenger, including in cases of authority dispute, inconsistency in records, airline or payment processor requirements, risk/compliance checks, or where otherwise required under Applicable Law. The Platform may process the group claim as a single operational matter, but may require separate confirmations, records, or payout instructions for one or more passengers wherever necessary.
4.5 Authority disputes: If a Passenger disputes authority of a third party/Lead Passenger, the Platform may pause/hold processing and payout until direct confirmation is obtained or dispute is resolved. The Platform is not responsible for internal disputes between passengers.
4.6 Minors/incapacitated persons: Claims for minors or persons lacking contractual capacity may only be initiated by parents/legal guardians with proof, and additional safeguards may apply.
5. USER REPRESENTATIONS, WARRANTIES, AND OBLIGATIONS
You represent, warrant, and undertake that:
5.1 Truthfulness: All details and documents you provide are true, accurate, complete and not misleading.
5.2 Right/authority: You have the right to submit the Claim and provide documents, and where you initiate for others, you have consent to share their data for initiation (Passenger must still verify).
5.3 No forgery/impersonation: You shall not submit forged documents or impersonate anyone.
5.4 Disclosure: You shall disclose any parallel complaint/claim, engagement of another agent/lawyer/platform, prior settlement/ refund/voucher, pending legal proceedings, or chargeback/ dispute with bank/payment provider.
5.5 Cooperation: You shall promptly provide additional documents/ confirmations and respond to requests necessary for processing the Claim.
5.6 Timeliness: You acknowledge delays by you may impact claim limitation/viability, and the Platform is not responsible for such user-caused delays.
5.7 Correct contact details: You shall maintain your registered contact details active and accessible for OTP/verifications; failure may stall processing.
6. DOCUMENTS REQUIRED; KYC AND VERIFICATION
6.1 The Platform may require documents including those listed in Schedule 1 (and any additional documents necessary): PNR/ticket, boarding pass, airline messages/emails, baggage tags/PIR, proof of payment, ID/KYC, bank details for payout, prior complaint references, etc.
6.2 KYC: The Platform may conduct KYC and verification checks to prevent fraud and ensure correct payout, including ID verification, bank account verification, and name matching.
6.3 Third-party verification vendors: The Platform may use third-party vendors for eKYC/verification/payment processing. You consent to such processing solely for claim and payout purposes.
6.4 Mismatch/incompletion: KYC mismatch or incomplete documentation may result in hold/closure.
7. AUTHORIZATION TO ACT; SPA / LIMITED AUTHORITY
7.1 You agree to execute/accept Authorization Documents in Platform-provided formats, including SPA/limited authorization and fee authorization, as required.
7.2 Scope limitation: Authorization is strictly limited to pursuing the Claim, negotiating settlement, receiving compensation where applicable, deducting fees/taxes as authorized, and remitting payout.
7.3 Physical execution where required: Some Airlines/authorities may require wet signatures, notarization or stamping. You agree to comply promptly.
7.4 Failure to authorize: If you do not complete required authorizations, the Platform may not proceed.
8. ELECTRONIC CONSENT; DIGITAL SIGNATURES; OTP; FACE-SCAN/THUMBPRINT
8.1 Electronic acceptance: Click-wrap acceptance (checkbox + submit), OTP, eSign/digital signature, and biometric authentication (where enabled) constitute valid acceptance and authorization to the extent permitted by Applicable Law.
8.2 OTP as electronic signature: OTP validated on registered mobile/email is deemed your electronic signature and confirmation of intent for the relevant action/document.
8.3 eSign/DSC: Where enabled, eSign/DSC/Aadhaar-based eSign or other recognized e-signature method constitutes valid execution.
8.4 Biometric consent: Where enabled, you voluntarily consent to face-scan/thumbprint/fingerprint authentication for identity verification, fraud prevention, and authorization. Processing is governed by Privacy Policy and Applicable Law.
8.5 Audit Records: The Platform may maintain Audit Records (timestamps, IP/device identifiers, consent text version, OTP logs, eSign certificates, biometric tokens, session logs, transaction trails) and you agree these may be used as evidence.
8.6 Non-repudiation: You shall not deny validity of actions completed using your verified credentials/authentication solely due to electronic nature, unless you prove unauthorized access attributable to Platform's gross negligence.
8.7 Recorded consent: For high-value or risk-flagged claims, Platform may require recorded consent (audio/video) for settlement acceptance and/or payout authorization.
9. COMMUNICATION, UPDATES, AND ELECTRONIC RECORDS
9.1 You consent to communications via email, SMS, WhatsApp, calls and in-app notifications.
9.2 Updates are provided on a reasonable-efforts basis and not guaranteed at any specific frequency.
9.3 Electronic records, logs, and communications maintained by the Platform may be used for compliance, fraud prevention and dispute resolution.
10. CLAIM LIFECYCLE: INTAKE, REVIEW, ACCEPTANCE, HOLD, CLOSURE
10.1 Intake vs acceptance: Submission is not acceptance. The Platform will review for viability.
10.2 Acceptance criteria: The Platform may accept claims based on documentation completeness, limitation, jurisdiction, airline type, claim value, and risk checks.
10.3 Holds: Claims may be held due to missing docs, mismatch, verification pending, authority disputes, suspected fraud, or airline requiring additional inputs.
10.4 Closure: Claims may be closed if: verification not completed within timelines; documents not provided; fraud suspected; airline denial makes further pursuit non-viable; user requests closure; or limitation risk arises due to user delay.
10.5 Reopening: Reopening, if permitted, may require fresh verifications and may be treated as a new case.
11. FEES, SUCCESS FEE, VALUATION, TAXES, EXPENSES
11.1 Success Fee: The Platform charges a Success Fee of [●]% of the Compensation/Settlement Amount, or as disclosed during onboarding/Fees Policy.
11.2 Success definition: “Success” includes any monetary or non-monetary benefit (refund, voucher, credit, upgrade, points, waiver, goodwill).
11.3 Valuation of non-monetary benefits: Success Fee on vouchers/credits/upgrades/points shall be computed on (a) face value stated by Airline; or (b) equivalent cash value stated by Airline; or (c) the valuation method disclosed in the Fees Policy, as applicable. The Platform/Company may revise valuation methodology as it deems appropriate; such valuation is final for fee calculation.
11.4 Multiple passengers: For group claims, fee may be computed per passenger or on total settlement value as disclosed at onboarding.
11.5 Taxes: GST and other applicable taxes on Platform fees may be charged as per law.
11.6 Out-of-pocket expenses: Any out-of-pocket expenses will be charged only if disclosed and accepted, or pre-approved.
11.7 Non-circumvention: Any direct settlement/benefit obtained after Platform's involvement triggers fee obligations as per Section 15.
12. PLATFORM RECEIPT OF FUNDS; CLIENT MONEY HANDLING; DEDUCTIONS; PAYOUT
12.1–12.7 Client money handling, deductions, payout verification gates, holds, reversals/chargebacks, and payout controls apply as set out in this Agreement.
13. SETTLEMENT HANDLING AND ACCEPTANCE PROTOCOL
13.1–13.4 Settlement communication and acceptance protocols apply as set out in this Agreement.
14–28
Sections 14 through 28 (Refunds/Cancellations, Non-circumvention, Disclaimers, Privacy, Prohibited use, IP, Third-party services, Suspension/Termination, Limitation of Liability, Indemnity, Force Majeure, Dispute Resolution, Notices, Amendments, Assignment/Survival) apply as set out in this Agreement.
SCHEDULE 1 – DOCUMENTS (ILLUSTRATIVE)
Ticket / itinerary / PNR; Boarding pass; Airline communications; Baggage tag / PIR (if applicable); Proof of payment (if applicable); ID proof + KYC; Bank details for payout; Prior complaint reference numbers (if any).
End of Terms & Conditions / User Agreement. Please proceed to the confirmations below.
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