This is a translation provided for convenience; only the French version is legally binding.
General Terms of Use and Sale (CGU/CGV)
Last updated: October 2026
1. Purpose
These terms govern the use of the volclaim.com website and of the air passenger compensation claim service offered by TETRIS GROUP LLC (“VolClaim”).
2. Description of the service
VolClaim assesses a passenger's eligibility for compensation under Regulation (EC) No 261/2004 or UK261 and then, if the client grants a mandate, initiates and follows up the claim with the airline concerned, including through amicable or legal proceedings where necessary.
3. Mandate
By submitting a claim and accepting these terms, the client mandates VolClaim to act in the client's name and on the client's behalf with the airline concerned, within the limits of the claim submitted.
4. Fees
The eligibility assessment service is free of charge. If the claim succeeds (actual payment of compensation by the airline), VolClaim receives a commission of 25 % TTC (VAT included, all taxes included) of the amount of compensation obtained out of court. If court proceedings (legal action) become necessary to obtain the compensation, the total commission received by VolClaim is capped at 50 % TTC of the amount obtained. This commission covers all procedural costs (court fees, lawyer's fees, judicial officer's fees), which VolClaim advances and bears. If the proceedings fail, the client owes nothing. Procedural costs awarded against the airline by the court (legal costs and the indemnity awarded under Article 700 of the French Code of Civil Procedure) are retained by VolClaim. No sum is owed by the client if no compensation is obtained (“no win, no fee”) and the client has no costs to pay upfront. Under the representation mandate, VolClaim collects the compensation paid by the airline and then pays the client the amount obtained, less its commission, as soon as possible after receipt of the funds.
5. Client's obligations
The client undertakes to provide accurate and complete information about the claim. Any false statement may result in the processing of the claim being stopped.
6. VolClaim's obligations
VolClaim undertakes to handle each claim diligently and to keep the client informed of the progress of the claim. VolClaim does not guarantee the outcome of the claim, which depends on the assessment of the airline, a mediator or a court.
7. Withdrawal
In accordance with consumer law, the client has a withdrawal period of 14 days from the conclusion of the mandate, unless performance of the service has already begun at the client's express request.
8. Duration and termination
The mandate ends when the compensation is obtained (or definitively refused), or upon termination at the client's initiative at any time before compensation is paid, subject to any costs already incurred, where applicable.
9. Consumer mediation
TETRIS GROUP LLC, the company operating VolClaim, is established outside the European Union. Articles L.616-1 and R.616-1 of the French Consumer Code (Code de la consommation), which require professionals established in France to designate a consumer mediator, therefore do not apply to VolClaim, which has not designated a consumer mediator under this general scheme.
Furthermore, specifically for claims falling under Regulation (EC) No 261/2004, decree No 2025-772 of 5 August 2025 requires, for any court action brought on or after 7 February 2026, a prior referral, free of charge, to a consumer mediator before a judge can be seised (failing which the action is inadmissible, a ground raised by the court of its own motion, article 750-1 of the French Code of Civil Procedure): the Médiateur Tourisme et Voyage (MTV) for most airlines, or the mediator designated by the airlines affiliated with BAR France (Board of Airlines Representatives). This referral must be made within the year following the initial written complaint to the airline; the mediator's opinion, issued in principle within 90 days of receipt of the complete file (a period that may be extended for a complex dispute, up to 6 months), is not binding. If court action subsequently becomes necessary, it must be brought by writ of summons (with the assistance of a commissaire de justice, i.e. a court officer), which in practice requires the services of a lawyer; these costs are advanced and borne by VolClaim under the terms of article 4. VolClaim informs the client of these steps and assists the client in referring the matter to the competent mediator as part of its mandate. (Source: Institut national de la consommation, fact sheet “Règlement judiciaire des litiges aériens : nouveautés au 7 février 2026”.)
10. Governing law and jurisdiction
These CGU/CGV (terms of use and sale) are governed by French law.
11. Contact
For any question about these terms: contact@volclaim.com.