General terms of use and service

The Remboursai service is published by Jordy MARGARETTA, sole trader (micro-entreprise), operating under the name KAIRO AI. SIREN 930 849 690, SIRET (head office) 930 849 690 00027, registered with the French National Business Register (RNE), APE code 62.02A. VAT not applicable, article 293 B of the French General Tax Code (VAT exemption).

Publication director: Jordy Margaretta.

Contact: contact@remboursai.com.

Data protection: appointing a data protection officer (DPO) is not mandatory for our structure; any request can be sent to contact@remboursai.com.

Hosting: the application is hosted by Vercel Inc. (340 S Lemon Ave #4133, Walnut, CA 91789, United States) and the database by Supabase, Inc. (hosting within the European Union).

The purpose of Remboursai is to help air passengers obtain the compensation they are entitled to under Regulation (EC) No 261/2004, in the situations covered by that regulation, in particular where a flight is delayed by three hours or more on arrival, cancelled, or where boarding is denied due to overbooking.

Remboursai acts on behalf of the Client to analyse their claim, prepare and send a claim to the airline concerned, follow up on that claim and, if successful, collect the compensation and then pay the net share to the Client.

Remboursai takes a passenger-defence stance towards the airlines. Remboursai is not a law firm and its role consists mainly in an amicable and representation-based approach. Referral to a mediator, to the DGAC or to a court may be considered depending on how the claim develops, within the limits set out in these Terms.

To enable Remboursai to act, the Client signs two documents.

A representation mandate, by which the Client authorises Remboursai to act in the Client's name and on the Client's behalf with the airline concerned and, where applicable, with mediators, the DGAC or the competent courts, in order to assert their right to compensation.

An assignment of claim, entered into in accordance with articles 1321 et seq. of the French Civil Code, by which the Client assigns to Remboursai the claim they hold against the airline under Regulation (EC) No 261/2004. This assignment allows Remboursai to take action to recover the compensation and collect the amount, with Remboursai then paying the net share to the Client under the conditions set out in article 5.

The Client declares that they are the legitimate holder of the assigned claim, that they have not already assigned this claim to a third party, and that they have not started any other parallel action for the same flight. The Client undertakes not to contact the airline directly regarding the same claim while it is being handled by Remboursai, so as not to compromise the action taken.

Remboursai's service is provided at no cost to the Client for as long as no compensation is obtained. No win means no fee: the Client pays nothing and owes nothing to Remboursai if no compensation is obtained.

In the event of success, that is, when compensation is effectively obtained on the claim, Remboursai takes a commission of 30% of the amount of compensation obtained. The Client receives the remaining net share, i.e. 70% of the amount obtained.

This commission covers all the steps carried out by Remboursai, including analysing the claim, drafting and sending letters, follow-up and recovery. No hidden fees or handling fees are charged to the Client.

The net share is paid by SEPA transfer in euros, with no transfer fee for the Client. If the Client asks to be paid into an account located outside the SEPA (Single Euro Payments Area) zone or denominated in a currency other than the euro, any international transfer or currency exchange fees applied by the financial institution are borne by the Client and deducted from the amount paid to them. In addition, where the compensation paid by the airline is subject to banking or exchange fees withheld by the issuing bank, Remboursai's commission and the Client's net share are calculated on the amount actually collected by Remboursai.

A claim is processed in the following stages.

Building the claim: the Client provides the necessary information and supporting documents (passenger identity, contact details, details of the flight(s), boarding pass, booking, IBAN for payment).

Analysis and drafting: Remboursai checks the claim's eligibility, in particular using the flight data, then drafts the claim to send to the airline.

Sending the claim: the claim is sent to the airline, where applicable by registered paper mail via a postal service.

Follow-up: Remboursai follows up on exchanges with the airline and keeps the Client informed of progress on their claim. Depending on developments, referral to a mediator, the DGAC or a court may be proposed.

Payment: if successful, the compensation is collected by Remboursai, then the net share (70% of the amount obtained) is paid to the Client to the IBAN they provided, via a financial institution handling the transfers.

Remboursai undertakes to use reasonable means to bring the claim to a successful conclusion, with no guarantee of result, the outcome depending in particular on the airline's response and the applicable rules.

The Client undertakes to provide accurate, complete and up-to-date information, together with the supporting documents requested, and to report any change without delay.

The Client warrants that they are entitled to assert the claim concerned and to assign it to Remboursai.

The Client undertakes not to pursue another parallel action regarding the same flight, not to contact the airline directly regarding the same claim while it is being handled by Remboursai, and to inform Remboursai without delay if they receive directly from the airline an offer, a payment, a voucher or a credit in respect of that flight. In that case, the Client undertakes to pay Remboursai the share due to it (30% commission) within 10 days of receipt.

If inaccurate information is provided or these obligations are breached, Remboursai may suspend or close the claim, and the Client will remain responsible for the resulting consequences.

In accordance with the French Consumer Code, the consumer Client is in principle entitled to a fourteen-day withdrawal period from the conclusion of the service contract, without having to give any reason for their decision.

The Client can exercise this right by sending a clear request to contact@remboursai.com.

The Client may request that performance of the service begin before the end of the withdrawal period. In that case, if they then exercise their right of withdrawal after the service has already been fully performed, or in proportion to what has been provided, the resulting consequences will be applied in accordance with the legal provisions. In practice, since no commission is due if no compensation is obtained, exercising withdrawal before any success entails no fee for the Client.

Standard withdrawal form (to complete and return only if you wish to withdraw): For the attention of Jordy Margaretta (Remboursai), contact@remboursai.com. I hereby notify you of my withdrawal from the service contract concluded for the handling of my compensation claim. Contract concluded on: (date). Client name: (surname and first name). Client address: (address). Date: (date). Signature (only for notification on paper).

Remboursai is bound by an obligation of means and not of result. Remboursai does not guarantee that compensation will be obtained, the outcome of the claim depending on factors beyond its control, in particular the airline's response, the assessment of the facts in light of Regulation (EC) No 261/2004 and the nature of the circumstances surrounding the flight.

Remboursai cannot be held liable for the consequences of inaccurate, incomplete or late information provided by the Client, nor for delays or refusals attributable to the airline or to third parties.

Remboursai takes reasonable measures to ensure the availability and security of the service, without being able to guarantee uninterrupted or error-free operation. In any event, Remboursai's liability may only be engaged for direct and proven damage resulting from a breach of its obligations.

The Client may end the mandate and the relationship at any time, by sending a request to contact@remboursai.com, subject to claims already under way.

If, at the time of termination, an action has already succeeded or is about to succeed, or if compensation is obtained as a result of the action taken by Remboursai, the 30% commission set out in article 4 remains due on the amount obtained.

Remboursai may also end the handling of a claim, in particular in the event of inaccurate information, a claim that is clearly not eligible, a breach by the Client of their obligations, or if it becomes impossible to continue the action. The Client is then informed.

As part of the service, Remboursai processes the Client's personal data, in particular their identity, contact details, flight details, supporting documents, IBAN, exchanges with support and claim reference.

These processing operations are based on performance of the contract and the mandate (article 6.1.b of the GDPR), compliance with legal obligations (article 6.1.c) and Remboursai's legitimate interest in managing and improving the service (article 6.1.f).

The recipients and processors may include in particular Supabase (database hosting, within the European Union), Vercel (application hosting), OpenAI and Anthropic (assistance in drafting letters and support, with minimised data, the IBAN, email and phone number never being sent to these models), the Service Postal provider (sending claims by registered paper mail, based in France), an electronic signature provider (Yousign, based in France) for signing the representation mandate and the assignment of claim, Meta Platforms Ireland (WhatsApp, support channel), RapidAPI / AeroDataBox (flight data verification), the airlines concerned (recipients of the claim), as well as, where applicable, mediators, the DGAC or courts, and a financial institution for transfers.

Some processors (notably OpenAI, Anthropic and Meta) may involve data transfers outside the European Union, governed by Standard Contractual Clauses (SCCs).

Data is kept for the entire duration of the claim's handling, then in an intermediate archive until the end of the applicable limitation periods (five years, article 2224 of the French Civil Code) and accounting obligations (up to ten years for accounting records).

The Client has the rights of access, rectification, erasure, restriction, objection, portability, the right to withdraw their consent and to set post-mortem directives. These rights are exercised by writing to contact@remboursai.com. The Client also has the right to lodge a complaint with the CNIL (www.cnil.fr). These points are detailed in Remboursai's privacy policy.

These Terms are governed by French law.

In the event of a dispute regarding the service, the Client is invited to contact Remboursai at contact@remboursai.com in order to seek an amicable solution.

In accordance with articles L.612-1 et seq. of the French Consumer Code, the consumer Client may make free use of a consumer mediator to seek an amicable resolution of the dispute. The contact details of the consumer mediator that Remboursai falls under will be specified here once membership is finalised; in the meantime, any request for mediation can be sent to contact@remboursai.com.

The Client may also refer any matter concerning the protection of their personal data to the CNIL.

Failing an amicable resolution, any dispute will be brought before the competent French courts, in compliance with the rules of jurisdiction applicable to consumers.

Remboursai reserves the right to amend these Terms at any time, in particular to reflect changes in law, regulation or the service. The applicable version is the one in force on the date the contract is concluded. In the event of a substantial change, the Client will be informed by an appropriate means. The date of the last update appears at the top of these Terms.