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TERMS AND CONDITIONS

Effective Date: 02 August 2025
Last Updated: 02 August 2025

If you do not agree with these Terms, please do not use our Services.

These Terms and Conditions (the “Terms”) constitute a legally binding agreement between you (“Customer” or “you”) and MySkyHelp (My Sky Help) regarding the use of our Services. By accepting these Terms, you acknowledge that you have read, understood, and agree to be bound by these Terms, any additional terms applicable to the Services you select, and the MySkyHelp Privacy Statement.

We recommend that you read these Terms carefully before engaging with MySkyHelp. If you have any questions, doubts, or concerns, please contact us at: info@myskyhelp.com, or consult our FAQs on the website.

1. USE AND NATURE OF OUR SERVICES

1.1 Use of our Services

By accepting these Terms and using our Services, you confirm that you:

1.1.1 Are a natural person who has reached the age of legal majority in your country of residence and is legally capable of entering into binding agreements.

1.1.2 Are authorized to accept these Terms and any Service-specific terms on your own behalf, and where applicable, on behalf of other passengers.

1.2 Nature of our Services

1.2.1 MySkyHelp Group provides services to assist air passengers in managing the impact of flight disruptions. These Services may change over time but include:

  • Assessing and facilitating the processing of Claims on behalf of passengers before Airlines;

  • Enforcing air passengers’ rights under applicable regulations, including EU261, UK261, Turkish SHY regulations, Canadian Air Passenger Protection, Montreal Convention 1999, and other regional or international air passenger protection laws;

  • Claiming compensation for delayed, canceled, or overbooked flights, and other related issues.

1.2.2 MySkyHelp is not a law firm and does not provide direct legal representation. However, to provide our Services, MySkyHelp may engage contracted Lawyers or attorneys to act on your behalf.

2. DEFINITIONS

In these Terms, the following terms shall have the meanings ascribed:

2.1 “AH Signature” – A signature provided by you either handwritten, scanned, or via an electronic signature tool (e.g., PDF signing software), and considered legally equivalent to a handwritten signature for the purpose of these Terms and Forms.

2.2 “MySkyHelp” – EGL Arendus OÜ, registered in Estonia, Lasnamäe 4a, 11412 Tallinn.

2.3 “MySkyHelp Group Company” – Any entity directly or indirectly controlling, controlled by, or under common control with MySkyHelp.

2.4 “MySkyHelp Third Party” – Any person or entity contracted by MySkyHelp to assist in providing Services.

2.5 “Airline” – The commercial airline operating the flight for which the Service is provided.

2.6 “Air Passenger Rights Regulations” – All applicable laws, regulations, directives, conventions, and case law allowing claims for compensation, damages, or refunds for flight disruptions or luggage issues. This includes, without limitation:

  • EU261 (Regulation (EC) No. 261/2004)

  • UK261 (Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019)

  • Turkish SHY passenger regulations

  • Canadian Transportation Act: Air Passenger Protection Regulations

  • Montreal Convention 1999

  • GACA regulations

  • ANAC regulations

2.7 “Assignment Agreement” – A document whereby you assign the legal ownership of a Claim to MySkyHelp for collection purposes.

2.8 “Authority Document” – A document authorizing MySkyHelp or its affiliates to act on your behalf regarding a Claim, which may include a power of attorney or certificate of authorization.

2.9 “Claim” – Any claim against an Airline for compensation, refund, or damages under applicable Air Passenger Rights Regulations.

2.10 “Compensation Service” – The Service whereby MySkyHelp, alone or with Group Companies and Third Parties, pursues a Claim on your behalf, which may include Legal Action.

2.11 “Customer” – You; may also be referred to as Client in some documents.

2.12 “Discretion” – MySkyHelp’s right to make decisions regarding your Claim, including assessing eligibility, pursuing Legal Action, or accepting settlements.

2.13 “Eligible Claim” – A Claim assessed by MySkyHelp, in its sole discretion, as eligible for the Compensation Service.

2.14 “Eligibility Service” – A Service to determine whether your Claim qualifies as an Eligible Claim.

2.15 “Flight Compensation” – Total monetary or accepted non-monetary payments paid by an Airline in connection with a Claim as compensation, refund, damages, or settlement. Excludes pre-financed Legal Expenses, collection costs, interest, or similar.

2.16 “Fellow Passenger” – Any passenger included in the Form for receiving Flight Compensation with you.

2.17 “Form” – Any Assignment Form, Authority Document, or related documentation enabling MySkyHelp to act on your behalf.

2.18 “Goodwill Claim” – A request to an Airline for compensation in jurisdictions with limited Air Passenger Rights Regulations, which may include vouchers, loyalty points, or other non-monetary benefits.

2.19 “Information Service” – Provision of flight, airline, airport, or passenger rights information. Delivered via email, dashboard, or website.

2.20 “Lawyer” – Any contracted attorney or law firm for Legal Action regarding a Claim.

2.21 “Legal Action” – Judicial or governmental pursuit of a Claim, either directly or via a Lawyer.

2.22 “Legal Action Fee” – Fee charged for obtaining Flight Compensation through Legal Action, in addition to the Service Fee.

2.23 “Legal Expenses” – Fees incurred or awarded in relation to Legal Action.

2.24 “Our Fees” – Fees payable to MySkyHelp for Services, as detailed on Our Fees page, including Service Fee and Legal Action Fee where applicable.

2.25 “Reassignment Form” – A document reassigning a Claim back to the Customer.

2.26 “Service Fee” – Fee charged upon successful compensation for the Compensation Service.

2.27 “Services” – Any Services provided by MySkyHelp or Third Parties, including Eligibility, Compensation, or Information Services.

2.28 “Withdrawal” – Process by which the Customer or MySkyHelp withdraws from Services, as described in the Withdrawal section.

2.29 “VAT” – Value-added tax applicable under local law.

3. THE ELIGIBILITY AND INFORMATION SERVICES

3.1 Eligibility Service

3.1.1 MySkyHelp may provide an Eligibility Service to determine whether your Claim qualifies as an Eligible Claim under applicable Air Passenger Rights Regulations, including EU261, UK261, Turkish SHY, Canadian Air Passenger Protection Regulations, Montreal Convention 1999, GACA, ANAC, and other relevant regional or international frameworks.

3.1.2 The Eligibility Service includes reviewing the information provided by you, analyzing the circumstances of your flight disruption, and assessing the likelihood of obtaining Flight Compensation.

3.2 Provision of Forms

3.2.1 If MySkyHelp determines your Claim is eligible, we will provide you with the necessary Form(s).

3.2.2 These Forms authorize MySkyHelp, MySkyHelp Group Companies, or MySkyHelp Third Parties to act on your behalf with regard to your Claim, including communication with Airlines, Lawyers, and relevant authorities.

3.2.3 The Form may be provided in electronic or physical format and must be completed and returned before MySkyHelp can commence the Compensation Service.

3.3 Limitation of the Eligibility and Information Services

3.3.1 The provision of the Eligibility Service or Information Service does not constitute a binding offer or guarantee that MySkyHelp will provide further Services, including the Compensation Service.

3.3.2 The Services provided at this stage are informational and evaluative, and no claim submission or Legal Action will be undertaken without your explicit authorization.

4. COMPENSATION SERVICE

4.1 Commencement Requirements

Before MySkyHelp can commence the Compensation Service, you must:

4.1.1 Authorize your signature on the required Form(s), either handwritten, scanned, or via an electronic signature tool, confirming that you:

  • 4.1.1.1 Agree to receive the Compensation Service;

  • 4.1.1.2 Acknowledge that MySkyHelp will pursue monetary Flight Compensation, and that non-monetary offers (vouchers, points, or services) may be treated as a refusal;

  • 4.1.1.3 Confirm that you are not pursuing the same Claim through any other party and that no pending legal dispute exists between you and the Airline regarding this Claim.

4.2 Existing Engagements

4.2.1 You must immediately cancel any prior assignments or engagements regarding the same Claim to avoid conflicts.

4.3 If you fail to complete these requirements, MySkyHelp will not provide the Compensation Service.

4.4 Confirmation of Compensation Service

4.4.1 Upon receipt and review of the completed Form(s), MySkyHelp will confirm in writing (via email or other written communication) that the Compensation Service will commence.

4.4.2 MySkyHelp retains the sole discretion to accept, reject, or request additional documentation before proceeding.

4.5 Restrictions after Submission

4.5.1 You may not assign your Claim to another party once the Form(s) have been submitted and the legal title has been assigned to MySkyHelp.

4.5.2 You may not authorize any other third party to act on your behalf regarding the same Claim.

4.5.3 If you receive any direct payment from the Airline after submitting your Form, you must notify MySkyHelp immediately. These payments are considered Flight Compensation, and the applicable Service Fee and Legal Action Fee (if applicable) will apply.

4.5.4 All negotiations with the Airline regarding your Claim must be directed to MySkyHelp after submission.

4.6 Reassignment

4.6.1 Your Claim may be reassigned back to you either at your request or at MySkyHelp’s discretion.

4.6.2 Reassignment requires completion of a Reassignment Form signed by both parties.

4.6.3 If you have signed an Authority Document, you may withdraw the authority by providing written notice to MySkyHelp.

4.7 Customer Representatives

4.7.1 If you act on behalf of another passenger, you must have a valid power of attorney or equivalent authorization and provide evidence to MySkyHelp.

4.7.2 For minor passengers, you must provide full data including names, birthdates, and signatures of legal guardians.

4.8 Provision of Compensation Service

4.8.1 After MySkyHelp confirms commencement, we will act to obtain Flight Compensation on your behalf.

4.8.2 You must provide accurate and complete information, including consent from Fellow Passengers if applicable.

4.8.3 MySkyHelp may request additional information, including:

  • Passenger names, contact details, flight numbers, dates, disruption type, length of delay, reason for delay (if known), and description of the incident;

  • Additional Forms as required for Legal Action or jurisdictional compliance.

4.8.4 Failure to provide accurate information may negatively affect the ability of MySkyHelp to provide the Compensation Service.

4.9 Flight Compensation and Legal Action

4.9.1 MySkyHelp will prepare and submit requests for Flight Compensation and manage all correspondence with the Airline.

4.9.2 If the Airline fails to pay or is unlikely to respond, MySkyHelp may initiate Legal Action.

4.9.3 Legal Action may involve engagement of a contracted Lawyer, and you expressly consent to MySkyHelp sharing your data for this purpose.

4.9.4 MySkyHelp will cover Legal Expenses incurred during Legal Action. Any reimbursement received, including Legal Expenses or interest awarded, belongs to MySkyHelp.

4.9.5 You acknowledge that Legal Action may take several years to resolve.

4.10 Settlements

4.10.1 MySkyHelp may, at its discretion, accept or propose settlements with the Airline.

4.10.2 Decisions regarding settlement rest solely with MySkyHelp.

4.10.3 You must provide accurate data for processing; MySkyHelp is not liable for incorrect or fraudulent information provided by the Customer.

4.11 Goodwill Claims

4.11.1 In jurisdictions with limited Air Passenger Rights Regulations, MySkyHelp may pursue Goodwill Claims at your instruction.

4.11.2 Compensation may be monetary or non-monetary (e.g., vouchers, points).

4.12 How MySkyHelp Makes Decisions

4.12.1 MySkyHelp uses discretion in determining whether to pursue Claims, initiate Legal Action, accept settlements, withdraw Claims, or pursue Goodwill Claims.

4.12.2 Factors include:

  • Applicable Air Passenger Rights Regulations and jurisdictions;

  • Likely Legal Expenses;

  • Airline behavior history;

  • Quality of information provided;

  • Advice from Lawyers;

  • Experience with similar Claims.

5. FEES AND PAYMENTS

5.1 Our Fees

5.1.1 “Our Fees” refers to the price list specifying all charges, fees, and amounts payable by you to MySkyHelp for the provision of our Services. The fees are payable in the currencies and through the payment methods specified in the applicable pricing information.

5.1.2 The Eligibility Service and Information Service are provided free of charge.

5.1.3 The Compensation Service is provided free of charge unless MySkyHelp successfully obtains Flight Compensation on your behalf.

5.2 Payment upon Success

5.2.1 In the event that Flight Compensation is obtained, you agree that MySkyHelp may deduct the applicable Service Fee and, if Legal Action was involved, the Legal Action Fee from the total Flight Compensation before transferring the remainder to you.

5.2.2 If MySkyHelp has transferred Flight Compensation to you and the payment is returned due to incorrect or incomplete payment details provided by you, MySkyHelp will attempt reasonable contact through email or other communication methods.

5.2.3 If you fail to provide correct payment information, MySkyHelp shall be entitled to retain the portion of Flight Compensation that otherwise would have been transferred to you.

5.3 Direct Payments from Airlines

5.3.1 If Flight Compensation, Legal Expenses, or interest is transferred directly from the Airline to you, you must:

  • 5.3.1.1 Notify MySkyHelp as soon as reasonably practicable;

  • 5.3.1.2 Pay MySkyHelp the Service Fee, Legal Action Fee, or Legal Expenses, as applicable, without undue delay.

5.3.2 MySkyHelp is not liable for:

  • 5.3.2.1 Checks, debit/credit cards, or other instruments lost in transit;

  • 5.3.2.2 Misdelivery caused by incorrect account information, address, or other data provided by you.

5.3.3 MySkyHelp is not obligated to reclaim funds paid incorrectly due to your fault.

5.4 Interest

5.4.1 You are not entitled to any interest on Flight Compensation while in MySkyHelp’s possession.

5.4.2 MySkyHelp reserves the right to retain any interest recovered from the Airline, including interest obtained after Legal Action.

5.5 Force Majeure

5.5.1 MySkyHelp shall not be liable for delays or inability to transfer payments due to events beyond our control, including but not limited to strikes, lockouts, labor disputes, natural disasters, wars, riots, civil commotion, governmental orders, fire, flood, or machinery breakdown.

5.6 Application of Fees

5.6.1 The Service Fee and Legal Action Fee apply to any settlement or Flight Compensation obtained, regardless of whether achieved through court decision, settlement, or other methods.

6. WITHDRAWAL AND TERMINATION

6.1 Right of Withdrawal by Customers

6.1.1 If you qualify as a consumer under EU, EEA, or UK consumer regulations, you have the right to withdraw from the Compensation Service or Membership within 14 days of commencement, without providing a reason and free of charge.

6.1.2 Withdrawal must be communicated in writing (letter, email, or contact form) within the 14-day period and must clearly state your wish to withdraw.

6.2 Exceptions to Withdrawal

6.2.1 You cannot withdraw from:

  • 6.2.1.1 The Compensation Service once the Airline has accepted the Claim;

  • 6.2.1.2 Any Service where provision is complete at the time of withdrawal.

6.3 Withdrawal Procedure

6.3.1 To withdraw, send notice to:

EGL Arendus OÜ
Lasnamäe 4a-26
11412 Tallinn, Estonia

or via email: info@myskyhelp.com

6.3.2 Sample text for withdrawal (optional):

I hereby terminate the agreement concluded by me:
MySkyHelp Claim number:
Date claim was filed:
Name of customer:
Address of customer:
Signature of customer:
Date:

6.4 Withdrawal after 14 Days

6.4.1 After the 14-day period, you may still withdraw, subject to these Terms, including any fees due for services already rendered.

6.5 Withdrawal by MySkyHelp

6.5.1 MySkyHelp may withdraw from the Compensation Service due to obstacles beyond our control, such as Airline insolvency, court closures, lockdowns, or low-value Claims.

6.5.2 In such cases, you will be notified and no fees will apply.

6.6 Termination of Services

6.6.1 Services terminate upon the earliest of the following:

  • 6.6.1.1 Settlement of the Claim, receipt of Flight Compensation, and payment of all fees;

  • 6.6.1.2 Written notice by either you or MySkyHelp;

  • 6.6.1.3 Immediate termination by MySkyHelp for breach, fraud, or misleading information.

6.6.2 MySkyHelp may claim losses in case of termination due to your breach.

6.6.3 MySkyHelp may refuse or suspend Membership for suspected fraud, requiring documentation before reinstatement.

6.7 Consequences of Termination or Withdrawal

6.7.1 Upon termination, you must pay any outstanding fees, including Service Fee and Legal Action Fee if Flight Compensation was received.

6.7.2 Claims are not automatically reassigned to you; a Reassignment Form must be signed.

6.7.3 If termination or withdrawal occurs after Legal Action has started, you may be liable for:

  • 6.7.3.1 MySkyHelp’s Legal Expenses;

  • 6.7.3.2 Service Fee and Legal Action Fee if you subsequently receive Flight Compensation directly from the Airline.

7. DATA PROTECTION

7.1 All personal data collected, stored, or processed in connection with our Services will be handled in accordance with the MySkyHelp Privacy Statement.

7.2 You acknowledge and agree that MySkyHelp may use, store, and share your personal data with MySkyHelp Group Companies, MySkyHelp Third Parties, and contracted Lawyers strictly for the purpose of providing our Services.

7.3 MySkyHelp implements reasonable technical, administrative, and organizational measures to protect your data against unauthorized access, alteration, disclosure, or destruction.

7.4 You are responsible for providing accurate and complete personal data, and you consent to MySkyHelp processing data regarding Fellow Passengers or other individuals included in your Claim, to the extent you have their consent.

8. GENERAL PROVISIONS

8.1 Third-Party Services

8.1.1 Our Services may include links to third-party websites or service providers. These third parties operate independently, and MySkyHelp has no control over their websites, services, or policies.

8.1.2 Your use of third-party services is at your own risk, and you agree to comply with the terms, policies, and conditions of the third-party provider.

8.1.3 MySkyHelp does not sponsor, endorse, or guarantee any third-party service or content.

8.2 Disclaimer of Warranties

8.2.1 MySkyHelp provides Services “as is”. While we strive for accuracy and reliability, errors or omissions may occur.

8.2.2 To the fullest extent permitted by law, MySkyHelp disclaims all warranties, express or implied, including:

  • Accuracy or completeness of information;

  • Fitness for a particular purpose;

  • Merchantability;

  • Non-infringement of third-party rights;

  • Security or virus-free operation.

8.2.3 MySkyHelp is not liable for any direct, indirect, incidental, punitive, or consequential damages, including loss of profits, income, goodwill, or data, arising from:

  • Use or inability to use our Services;

  • Access to third-party websites or services;

  • Transmission of viruses, bugs, or malicious software;

  • Any other matter related to our Services.

8.2.4 Nothing in these Terms affects your statutory rights that cannot be excluded by law.

8.3 Updates and Versions

8.3.1 MySkyHelp may amend these Terms at any time. The latest version is always available on the MySkyHelp website.

8.3.2 New features of our Services will be governed by the current Terms in effect at the time they are used.

8.3.3 Your use of Services is governed by the version of the Terms accepted at the time you agreed to them. If you are unsure, contact MySkyHelp at info@myskyhelp.com.

8.4 Entire Agreement

8.4.1 These Terms constitute the complete and exclusive agreement between you and MySkyHelp regarding the Services.

8.4.2 They supersede all prior communications, oral or written.

8.4.3 You may not assign your rights or obligations without MySkyHelp’s written consent. MySkyHelp may assign its rights or obligations to Group Companies or third parties.

8.5 Governing Law and Jurisdiction

8.5.1 These Terms, Forms, and any disputes arising from them are governed by the laws of Estonia, without regard to conflict-of-law principles.

8.5.2 Mandatory provisions of your country of residence that cannot be waived will still apply.

8.5.3 If any provision is found void or unenforceable, it will be replaced with a valid provision with similar effect, and the remainder of the Terms will remain in force.

8.5.4 Failure or delay by MySkyHelp in enforcing any provision does not constitute a waiver of rights.

8.5.5 In the event of conflict between language versions, the English version prevails.

9. CONTACT INFORMATION

For questions or concerns regarding these Terms or our Services, you may contact us at:

EGL Arendus OÜ
Lasnamäe 4a-26
11412 Tallinn
Estonia

Email: info@myskyhelp.com

10. ACCEPTANCE

By using our Services, you confirm that you have read, understood, and agreed to these Terms.

If you do not agree with these Terms, you must not use our Services.

Contact

Flight Compensation & Claims

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