Article 1: Definitions

Agreement
Refers to the agreement concluded between the Client and Fly Care upon the Client’s acceptance of these Terms and Conditions. The agreement becomes valid once the Client signs the Power of Attorney document and accepts these Terms.

Fly Care for Mediation LLC / “Fly Care”
Refers to Fly Care for Mediation, a Limited Liability Company registered in Egypt as a mediation and claims collection service provider. Its registered address is: 398 Abu Qir Main Street, Mostafa Kamel, Alexandria, Egypt , Commercial Registration No. 29396, Tax ID: 771-011-431 .

Air Passenger Rights Regulation
Any applicable local, federal, or international law or regulation—such as those enforced in Egypt or Saudi Arabia—that governs financial compensation, damages, or refunds for air passengers.

Power of Attorney Document
An official document issued by Fly Care, signed manually or electronically by the Client, authorizing Fly Care, its partners, or its branches to act on the Client’s behalf in filing claims and collecting compensation from the relevant airline(s).

Claim
Any request submitted against an airline for financial compensation, damages, or a refund.

Client
Any person who has accepted these Terms and Conditions.

Compensation
The amount paid by the airline to the Client or to Fly Care as compensation, settlement, or goodwill gesture.

Article 2: The Agreement

2.1
Upon the Client’s acceptance of these Terms and the signing of the Power of Attorney (either manually or electronically), the Client authorizes Fly Care to file and process a compensation claim with the relevant airline on their behalf. Fly Care commits to processing the claim and transferring the received compensation amount to the Client, after deducting the agreed service fee as per the published pricing list, unless the Client is notified within a reasonable time that the service cannot be provided for their claim.

2.2
By entering into this Agreement, the Client guarantees they have the legal capacity to do so, both for themselves and, if applicable, on behalf of accompanying passengers, including minors.

2.3
The Client acknowledges that Fly Care will seek only monetary compensation and agrees that Fly Care will not accept travel vouchers or other non-monetary benefits. Any such offers from the airline shall be considered a denial of payment, unless Fly Care determines that the likelihood of a better outcome is low and the offer is in the Client's best interest.

2.4
The Client guarantees that the claim has not been and will not be assigned to any third party, and that no existing or expected legal disputes regarding the same issue exist between the Client and the airline.

2.5
Once the Power of Attorney is signed, the Client may not transfer the claim to any other party. The legal ownership of the claim is transferred to Fly Care. Any previous assignments or authorizations must be cancelled prior to signing. The Client may revoke authorization by written notice sent to info@fly-care.net.

2.6
If the Client receives any direct payment or alternative compensation from the airline after the Agreement is concluded, they must promptly notify Fly Care. Such payments shall be deemed compensation and Fly Care is entitled to its service fee accordingly.

2.7
Once the Power of Attorney is signed, the Client must cease all negotiations with the airline and forward any airline communication to Fly Care to ensure the best outcome.
Article 3: Claim Processing Procedures

3.1
Fly Care will process the Client’s claim based on applicable civil aviation regulations or other relevant passenger rights laws.

3.2
Flight details and information can be submitted to Fly Care via its website, email, supported software platforms, phone, or WhatsApp.

3.3
To proceed with the claim, Fly Care requires the signed Power of Attorney, which may be sent via web form, email, or WhatsApp. Upon receipt, Fly Care will prepare and submit the claim to the airline without undue delay and handle all subsequent correspondence. If compensation is received, Fly Care will deduct its service fee and transfer the remainder to the Client.

3.4
If the airline fails to compensate the Client within a reasonable time for any reason, Fly Care’s obligations cease, and the agreement is terminated without charges. The Client is free to pursue any further action against the airline independently.

3.5
The Client agrees that Fly Care has the final decision on accepting settlement offers, as the claim ownership has been transferred. Where acting on behalf of the Client under a Power of Attorney, Fly Care is authorized to accept or reject offers based on its judgment and consultation with external legal advisors.

Article 4: Fees and Payments

4.1
Fly Care provides its services free of charge unless compensation is successfully collected. If successful, Fly Care will transfer the agreed portion of the compensation to the Client, minus applicable service fees per the published pricing list. If the compensation is paid directly to the Client, they must promptly pay Fly Care’s fee.

4.2
Payments to the Client will be made via bank transfer in EGP (Egyptian Pounds) to an account under the Client’s name.

4.3
If incorrect or incomplete bank information is provided and the amount is returned, and the Client does not respond after multiple reasonable attempts by Fly Care, Fly Care reserves the right to retain the amount due.

4.4
Fly Care shall not be liable for any loss resulting from incorrect banking details or payment information provided by the Client. If compensation is paid to an incorrect recipient due to the Client’s error, Fly Care is not obliged to retrieve it.

4.5
Fly Care bears no liability for failure to transfer compensation due to events beyond its control, including but not limited to strikes, natural disasters, wars, riots, government orders, or system failures.

Article 5: Data Protection

5.1
Client data is primarily used to provide claim services. Fly Care may also use data for administrative, communication, IT management, authentication, or legal purposes, in accordance with the General Data Protection Regulation (GDPR).

5.2
By submitting personal data to Fly Care, the Client consents to processing such data, including that of any accompanying passengers, under applicable data protection laws. Data will only be shared with third parties in the following cases:

• With the Client’s consent.

• When necessary to fulfill the original purpose of collection.

• To prepare or execute the Agreement.

• As required by law or legal orders.

• For legal claims or proceedings.

• To prevent misuse or ensure data security.

Article 6: Client Data and Information

6.1
The Client and any accompanying passengers must provide all necessary data as requested by Fly Care and ensure that it is accurate, complete, and truthful. The Client bears legal responsibility for any false or misleading information.

6.2
The Client agrees to fully indemnify Fly Care against third-party claims arising from misinformation, incorrect communications, or fraudulent behavior.

6.3
In the event of false information or fraud, Fly Care reserves the right to terminate the Agreement immediately. In such case, the Client forfeits any claim to compensation.

Article 7: Termination of the Agreement

7.1
Fly Care may terminate the Agreement if there is no legal or factual basis to proceed. No charges will apply in this case.

7.2
Fly Care may terminate the Agreement immediately if any Client representations are found to be false or if the Client fails to provide requested documents on time. In such case, Fly Care may charge costs incurred up to the termination date.

7.3
The Client may withdraw from the Agreement within 14 days of conclusion by written notice (email or letter). However, the right to withdraw is forfeited once the airline accepts the claim. Withdrawal notices should be sent to info@fly-care.net.

Article 8: Final Provisions

8.1
Fly Care may amend these Terms and the pricing list at any time. Changes negatively affecting the Client will not apply unless agreed to by the Client.

8.2
These Terms, the Power of Attorney, and the Agreement are governed by the laws of the Arab Republic of Egypt. However, the Client retains the protection of any mandatory legal provisions in their country of residence.

8.3
If any provision is deemed invalid or unenforceable, it shall not affect the validity of the remaining provisions.

8.4
Fly Care may transfer rights or obligations under any submitted claim to other entities within its group or to third parties without restriction.

Version: v1.0
Effective Date: March 1, 2025