This is a translation provided for convenience; only the French version is legally binding.
Privacy policy
Last updated: October 2026
1. Data controller
TETRIS GROUP LLC, publisher of the volclaim.com website, is the controller of the data collected via this site. Contact: contact@volclaim.com.
2. Data collected
As part of the claim submission form, we collect: first name, last name, email, telephone, flight number, flight date, departure/arrival airports, reason for the disruption, and any additional details you voluntarily provide.
If your claim results in compensation, VolClaim collects that sum from the airline on your behalf (see the representation mandate and our terms (CGU)), then pays it to you less our commission. At that stage, we ask you for your bank details (IBAN, BIC) in order to make this transfer — never before.
If you tick the consent box provided for this purpose on the form (box unticked by default), we also keep, separately from your claim, your first name, last name, email and the date of your consent, so that we can send you commercial communications later.
If you sign up to our waiting list (offered when the intake of new claims is temporarily suspended), we collect only: your email, your first name (optional), your flight number and date, the departure and arrival airports, the type of problem encountered, the amount estimated by our calculator and the language of the site. No identity document, boarding pass, postal address or bank details are requested at this stage.
3. Purpose of the processing
This data is used exclusively to assess the eligibility of your claim for air passenger compensation and, where applicable, to pursue the claim with the airline concerned on your behalf.
If you have explicitly consented via the dedicated box on the form, your first name, last name and email are also used to send you, occasionally, information about our services. This purpose is separate from the management of your claim and has no influence on the handling of your claim, whether or not you consent.
Waiting list data is used exclusively to notify you by email when claim intake opens and to handle the oldest flights first. It is never used for commercial prospecting.
4. Legal basis
The processing of your claim is based on the performance of the mandate you entrust to us (article 6.1.b of the GDPR) for the management of your claim.
Sending commercial communications is based on your explicit consent (article 6.1.a of the GDPR), collected through a separate checkbox that is not pre-ticked. You may withdraw this consent at any time, without affecting the processing of your ongoing claim.
Registration on the waiting list is based on your explicit consent (article 6.1.a of the GDPR), collected through a checkbox that is not pre-ticked and then confirmed via the link sent to your email address. You may withdraw it at any time.
5. Recipients of the data
Your data may be passed on to the airline concerned and, where applicable, to a mediator or a court, solely for the purpose of handling your claim. It is also processed by our technical subcontractors, within the limits of their respective tasks: Resend (sending of the confirmation email, a company established in the United States, covered by standard contractual clauses) and OVH (hosting of the site and the database, France). The site's traffic passes through Cloudflare (Cloudflare, Inc., United States), which provides protection against cyberattacks and malicious bots as well as site acceleration. In this capacity, Cloudflare technically processes the requests sent to volclaim.com (IP address, browser headers, content transmitted via HTTPS). This transfer is based on the EU–US Data Privacy Framework and on standard contractual clauses. Your data is never sold to third parties for commercial purposes.
6. Retention period
Your data is kept for the entire duration of the processing of your claim, then for 5 years after it is closed (ordinary civil limitation period, article 2224 of the French Civil Code), for evidential purposes in the event of a dispute. After this period, it is deleted or anonymised. Data relating to a claim that was not followed up (abandoned form, negative eligibility) is deleted within 12 months.
Data kept on the basis of your consent to receive commercial communications is stored separately, for 3 years from your consent or from our last contact with you, in accordance with the recommendations of the CNIL (French data protection authority) on commercial prospecting, or until you withdraw your consent if that happens earlier.
Waiting list registrations are kept for 12 months from your confirmation, then deleted automatically. A registration that is never confirmed is deleted after 30 days. If you unsubscribe, they are deleted without waiting for this period to expire. If you open a claim, it then follows the claim retention periods stated above.
7. Your rights
In accordance with the GDPR and the French Data Protection Act (loi Informatique et Libertés), you have a right of access, rectification, erasure, restriction, objection and portability with regard to your data. You can exercise these rights by writing to contact@volclaim.com. You also have the right to lodge a complaint with the CNIL (www.cnil.fr).
If you have consented to receive commercial communications, you can withdraw this consent at any time, via the unsubscribe link included in each communication, or by writing to contact@volclaim.com.
You can leave the waiting list at any time via the unsubscribe link included in the confirmation email, or by writing to contact@volclaim.com.
8. Cookies and audience measurement
This site only uses technical cookies that are strictly necessary for it to function (e.g. remembering that you have accepted the information banner). No advertising cookies are set.
We measure the site's audience (page views, traffic sources, usage events such as starting a calculation or submitting a claim) using two tools: Umami, self-hosted on our own server in France (stats.volclaim.com), and GoatCounter. These tools work without cookies or persistent identifiers, do not record your full IP address and do not allow you to be tracked from one site to another; the data is anonymous and used solely for statistical purposes to improve the site. They respect your browser's “Do Not Track” signal. Legal basis: legitimate interest (article 6.1.f of the GDPR) in measuring and improving our service. You can object at any time by enabling “Do Not Track” in your browser or by writing to contact@volclaim.com.
9. Security
Data is transmitted over HTTPS (TLS encryption), via a network protection service (Cloudflare) that filters attacks and automated traffic before it reaches our server. It is stored in a database hosted on a dedicated server located in France (OVH, Gravelines), with access restricted by authentication and SSH key. Your bank details (IBAN, BIC), when provided to us, are stored in this same database — never transmitted to any third party other than strictly for the purpose of the transfer of your compensation, and never kept in any other system. Technical secrets (API keys, tokens) are never stored in plain text in the code and are managed via protected environment variables. Regular security updates and access monitoring are in place. In the event of a data breach likely to result in a risk to your rights, we will notify the CNIL within 72h in accordance with article 33 of the GDPR and will inform you if the risk is high (article 34).
10. Contact
For any question about your personal data: contact@volclaim.com.