The present document determines the General Terms and Conditions of Contracting the claims service to be subscribed between the company RECLAMATRAVEL, S.L. (CIF B-98911894) con domicilio social en la C/ Juan de la Cierva, 27 - Edificio Wellness 1, Planta 2 , despacho 310, 46980 - Paterna – Valencia, e inscrita en el Registro Mercantil de Valencia hoja V-176311, folio 20, tomo 10286, y el pasajero afectado por una incidencia en un vuelo de las contempladas en el Reglamento (CE) 261/2004, o en su caso, el representante legal de dicho pasajero, en adelante the customer.
1. SUBJECT MATTER OF THE CONTRACT AND CLAIMS PROCEDURE
1.1. RECLAMATRAVEL, S.L., henceforth RECLAMATRAVEL, will carry out the procedures for claiming from airline companies, both in extrajudicial and judicial proceedings, any compensation payable to any person who has been an airline user as a result of non-compliance or defective compliance with the obligations incumbent on the airline in cases of delay, cancellation, denied boarding due to overbooking, missed connections and other incidents, in accordance with the provisions of Regulation (EC) No. 261/2004. Henceforth, the claimable incident.
1.2. Claims services contracted against airlines will be carried out under a regime of assignment of rights by the passengers affected by the claimable incident to RECLAMATRAVEL, henceforth the assignor. Contracting thereof implies acceptance of both these Terms and Conditions, and of the credit transfer with all its attachments or, failing that, a representation agreement, which is generated through this website.
1.3. Once the travel agencies have entered the claimable incident the information through the form established for this purpose on the website, RECLAMATRAVEL the travel professionals will assess the viability of the claim and, if necessary, will initiate the appropriate legal proceedings against the airline. Consequently, RECLAMATRAVEL the right to withdraw from any claim considered unviable is reserved, and you will be notified in due course.
1.4. RECLAMATRAVEL does not guarantee the success of the claims it makes, but undertakes to take all the steps within its power to redress the rights of customers as users of the companies affected by a claimable incident. This being so, RECLAMATRAVEL will not be held liable for steps taken by the customer on their own behalf, such as sending letters and fax messages, or signing documents it was not involved in drafting. RECLAMATRAVEL.
1.5. The maximum liability it will have RECLAMATRAVEL with regard to the services provided under this agreement will be limited to the amount of fees agreed-upon for the service that gives rise to such liability and it shall not be liable for any consequential, special or incidental losses, damages or expenses of any kind, even when notified of their possible existence.
1.6. By accepting this document, the customer undertakes not to reach any agreement with the airline responsible for the claimable incident, unless they compensate RECLAMATRAVEL as indicated in point 2.5.
2. FEES AND PAYMENT METHOD
2.1. Mediante la aceptación de la cesión de crédito, el cliente nunca anticipará cantidad alguna en concepto de honorarios o gastos de gestión por la reclamación de la incidencia y percibirá su compensación económica una vez aquella tenga éxito. RECLAMATRAVEL solo percibirá sus honorarios y gastos de gestión en el supuesto de que la incidencia reclamable tenga éxito y se cobre de manera eficaz. En ese caso, los honorarios que RECLAMATRAVEL percibirá se encuentran detallados en la siguiente tabla table
2.2. Para el supuesto en que la compañía aérea ofrezca abonar una cantidad menor a la reclamada, RECLAMATRAVEL se pondrá en contacto con el cliente para decidir si acepta o no este pago. En caso de percibir únicamente una parte de la compensación, el cálculo de honorarios se realizará proporcionalmente en base a la suma total recibida.
2.3. RECLAMATRAVEL no aceptará que la reclamación sea satisfecha en especie (por ejemplo, los bonos descuento de viaje), sino que toda compensación deberá ser percibida en dinero. Cuando la reclamación no sea satisfecha en dinero sino en especie (por ejemplo, los bonos descuento de viaje), con consentimiento del cliente, RECLAMATRAVEL tendrá derecho a percibir una remuneración en dinero equivalente al 25% más IVA sobre la base del valor del pago en especie que haya aceptado el cedente.
2.4. Una vez la cantidad abonada por la compañía aérea obre en poder de RECLAMATRAVEL, se procederá en el plazo de 45 días a liquidar la compensación obtenida al cliente previa retención de honorarios e impuestos descritos en el apartado 2.1. anterior, emitiendo la correspondiente factura, siempre y cuando dicho importe se pueda relacionar con el número de referencia, en el caso de no poderse relacionar el pago de la compañía con el número de referencia., RECLAMATRAVEL, hará todas las gestiones posibles con la compañía para poder saber a qué referencia corresponde el pago , una vez localizado , realizara el mismo dentro de los 45 días siguientes , a tal efecto, el cliente deberá haber facilitado previamente un número de cuenta corriente, IBAN y SWIFT de la entidad bancaria donde se deba realizar el ingreso. RECLAMATRAVEL no se hará responsable de los daños resultantes de la recepción de datos bancaria incorrectos por parte del Cliente. Además, RECLAMATRAVEL se reserva el derecho a retener, sobre la cantidad total de la compensación a pagar, los costes de transacción a cuentas extranjeras. En caso de que el Cliente no haya proporcionado sus datos bancarios, RECLAMATRAVEL realizará 4 intentos de comunicación con el Cliente en el plazo de 6 meses a través de email, para recibir dicha información bancaria. Si el Cliente no proporciona los datos bancarios durante ese tiempo, RECLAMATRAVEL se reserva el derecho a no otorgar la cantidad de la compensación transcurrido un año desde la primera notificación sobre el éxito de la reclamación y solicitud de la cuenta bancaria.
2.5. Transcurridos 14 días desde la cesión de derechos de la incidencia reclamable a favor de RECLAMATRAVEL, si el cliente llegara a un acuerdo con la compañía aérea, al margen de las negociaciones de RECLAMATRAVEL, ésta tendrá derecho a recibir una remuneración que se corresponderá con el 25% más IVA de la cantidad reclamada a la compañía aérea, más 50 euros más IVA por cliente en concepto de gastos de gestión. El cliente deberá transferir la cantidad que resulte a la cuenta que RECLAMATRAVEL designe para tal efecto.
2.6. En el caso de que sea necesario acudir a la vía judicial y exista sentencia con expresa condena en costas a la compañía aérea, éstas serán percibidas por RECLAMATRAVEL. El cliente solo recibirá la cantidad abonada por la compañía aérea en concepto de compensación una vez detraídos honorarios y gastos de gestión expresados anteriormente en este punto.
2.7. RECLAMATRAVEL se reserva la facultad de, una vez estudiada toda la información y documentación aportada por el cliente, desistir de cualquier reclamación ante la compañía aérea que considere inviable.
2.8. En caso de que la reclamación ante la compañía aérea no prospere la cesión de derechos que aquí se recoge será gratuita, esto es, que el cliente no percibirá ni abonará cantidad alguna.
2.9. Si el cliente ha formalizado un acuerdo con RECLAMATRAVEL a través de una agencia de viajes u otro acuerdo corporativo o seguro de viaje, las opciones de pago podrán ser diferentes dependiendo de los términos acordados individualmente. Sin embargo, en ningún caso el total combinado por los trámites extrajudiciales y judiciales excederá del total combinado de los trámites extrajudiciales y judiciales descritos anteriormente.
3. OBLIGATIONS OF THE PARTIES.
OBLIGATIONS OF THE CUSTOMER
3.1. The customer guarantees the existence and legal ownership of the credit arising from the aviation incident suffered on the flight in question and that they transfer it to RECLAMATRAVEL, as well as ensuring that they did not receive any compensation prior to signing the transfer in this respect, under penalty of fraud and/or forgery. Likewise, the customer commits to not reach an agreement with the airline after signing without the participation from: RECLAMATRAVEL.
3.2. By signing the credit transfer/power of attorney contract, the customer hereby assigns RECLAMATRAVEL a credit claim, thereby transferring their claim against the airline for having suffered an air incident in accordance with the provisions of Regulation (EC) No. 261/2004 and the Montreal Convention. This credit transfer/power of attorney will include both the power to both claim and collect any amount derived from the claim made by RECLAMATRAVEL on their own behalf.
3.3. Once introduced the claimable incident through the form on the website of RECLAMATRAVEL, the customer agrees that to transfer the handling of the claim in full to RECLAMATRAVEL, meaning that if the airline attempts to contact the customer or to offer any kind of agreement, RECLAMATRAVEL should be immediately informed and the airline should be notified that all negotiations should be handled with RECLAMATRAVEL. If the customer breaches this commitment and accepts and/or receives compensation (in cash or in kind) from the airline, they will inform RECLAMATRAVEL and pay the fees established in section 2.5. of this document, under all circumstances.
3.4. The customer must provide RECLAMATRAVEL with all the information and documents relating to the incident for which the claim is made, via the online platform provided for this purpose, so that the viability of the claim can be assessed. When required by RECLAMATRAVEL, the customer will provide the original documents in their possession. Additionally, the customer is committed to ensuring that such information is accurate and complete, under penalty of perjury, and in the contrary case RECLAMATRAVEL will be released from any obligation to the assignor, and may freely withdraw from the contract with the assignor.
3.5. the customer is responsible for the authenticity and accuracy of the account number with its corresponding IBAN provided to RECLAMATRAVEL through the website of RECLAMATRAVEL.
OBLIGATIONS OF RECLAMATRAVEL
3.6. RECLAMATRAVEL commits to pay the customer the compensation received from the airline, minus the fees agreed upon and described in section 2 of these Terms and Conditions, and within the time limits indicated in section 2.4, unless otherwise agreed as part of individual terms and conditions with travel agents, corporate agreements or travel insurance agreements. The period established in the aforementioned agreements will never exceed 60 days from the moment the amount paid by the airline to Reclamatravel's account is received..
3.7. RECLAMATRAVEL will bear all expenses, fees and costs that may accrue during processing of the claim, with no amount whatsoever being passed on to the customer.
3.8. In the event that RECLAMATRAVEL transfers the right to collection of the claimable incident to a third party, RECLAMATRAVEL it will continue to be liable to the customer for the obligations arising from the transfer.
4. RIGHT OF WITHDRAWAL
4.1. The customer has the right to withdraw from the credit transfer contract without just cause within 14 calendar days of signing the contract, without incurring any fees.
4.2. Transcurrido este plazo, dentro de la opción primera, el ejercicio del derecho a desistir del contrato de cesión tendrá un coste para el cliente equivalente al 25% más IVA de la cantidad reclamada a la compañía aérea, más 50 euros más IVA en concepto de gastos de gestión. El pago de esta cantidad a RECLAMATRAVEL will be made within 14 days of exercising the right of withdrawal, paid to the bank account designated for that purpose by RECLAMATRAVEL.
4.3. In order to exercise the right of withdrawal, at any time, the customer must inform RECLAMATRAVEL of their decision to withdraw from the contract by sending an unequivocal statement by email: juridico@reclamatravel.com, before the 14-day period established for this period has elapsed. They may also exercise their right of withdrawal by sending an express statement to the following postal address:
RECLAMATRAVEL S.L.
Avenida Barón de Cárcer, nº 34-2º-3ª
Valencia – 46001
Spain
5. DATA PROTECTION
5.1 APPLICABLE LEGISLATION
RECLAMATRAVEL complies with the legislation in force in Spain and the European Union, specifically Organic Law 15/1999, of 13 December, on the Protection of Personal Data and its implementing provisions, in particular Royal Decree 1720/2007, of 21 December, which approves the Regulation of Organic Law 15/1999, and only collects and processes personal data provided by the customer within the framework established by this data protection statement. For this purpose, RECLAMATRAVEL adopts the technical and organisational measures necessary to prevent the loss, misuse, alteration, unauthorised access and theft of the personal data provided by the client, taking into account the state of technology, the nature of the data and the risks to which it is exposed.
5.2 SECURITY
RECLAMATRAVEL has adopted the levels of security for the protection of personal data required by the Implementing Regulation of Organic Law 15/1999, on the Protection of Personal Data (RD 1720/2007). Additionally, it seeks to implement additional technical means and measures to prevent the loss, misuse, alteration, unauthorised access and theft of the personal data provided.
As part of the process of entering a case into the online form, the client will be assigned a username and password. The customer is responsible for keeping the assigned password confidential, as well as all activities that occur in any session initiated with that username and password. Accordingly, the customer commits to immediately inform RECLAMATRAVEL of any possible unauthorised use of the assigned username and password, or of any other security breach. RECLAMATRAVEL will not be liable for any damage or loss that may occur as a result of the customer's failure to comply with this obligation.
5.3 DATA COLLECTION
The data provided by the customer to RECLAMATRAVEL will be incorporated into a personal data file that is duly registered with the Spanish Data Protection Agency. Communicating this personal data implies the customer’s express acceptance of the inclusion thereof in the appropriate file. Failure to communicate or incomplete communication of the obligatory data makes it impossible to provide the service and, therefore, leads to termination of the transfer contract.
RECLAMATRAVEL will use the customer's personal data for the sole purpose of processing the claim against the airline. Additionally, this personal data may be used to send communications to the customer related to providing, improving and updating services, including those related to the status of the claim.
RECLAMATRAVEL will not transfer the personal data provided by the customer to third parties, except when such a transfer is made to companies that collaborate with RECLAMATRAVEL and provided that the following conditions are met:
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When the customer has given their consent.
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When it is necessary for the preparation, negotiation and fulfilment of a contract with the customer.
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When it is necessary due to a legal obligation or an administrative or judicial requirement.
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When it is necessary in order to substantiate or protect a legal right, or to defend against a claim of any kind.
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When it serves to prevent abuse or any other illegal activity, such as premeditated attacks against systems that ensure data security.
5.4 RIGHT OF ACCESS, RECTIFICATION, CANCELLATION AND OBJECTION
The data provided by the customer to RECLAMATRAVEL will be stored in a file. Pursuant to Organic Law 15/1999, of 13 December, on the Protection of Personal Data, the customer will have the option to exercise their ARCO rights (Access, Rectification, Cancellation and Opposition). For this purpose, the customer may contact RECLAMATRAVEL either by email or by post to the following addresses:
E-Mail: juridico@reclamatravel.com
C/ Juan de la Cierva, 27 Edificio Wellness 1, Planta 2 , despacho 310
46980 - Paterna (Valencia) – 46001
Spain
6. COOKIES
RECLAMATRAVEL uses cookies to optimise the quality of the website by storing the user's preferences, tracking their behaviour and storing the user's search methods, so that the website user will be able to see their results for 10 days after leaving the website if they log out.
Browsers are normally set to accept cookies, however you can also manually set your browser to refuse all cookies, or to indicate when a cookie is sent. However, rejecting cookies may mean that the website of RECLAMATRAVEL does not work properly.
7. INTELLECTUAL AND INDUSTRIAL PROPERTY
All elements subject to protection under intellectual and industrial property legislation that are accessible on this portal, including logos, images, drawings, brands, documents, computer programmes, etc., correspond exclusively to RECLAMATRAVEL or their legitimate owners, and all rights to them are expressly reserved. The portal also reserves all rights to the content, information, data and services it holds thereof. The portal does not grant any licence or authorisation for use to users of its content, data or services, other than that expressly detailed in these Terms and Conditions.
Consequently, the creation of hypertext links to any integral element of the portal's web pages (links) is fully and expressly prohibited without the express authorisation of RECLAMATRAVEL provided they are not to a web page of the portal that does not require identification or authentication for access, access is restricted.
8. FINAL PROVISIONS
8.1. RECLAMATRAVEL reserves the right to modify and/or establish new Terms and Conditions at any time. The customer will be notified via the website www.reclamatravel.com; the customer will not be notified personally. These modifications will enter into force as soon as they are published on the aforementioned website.
8.2. The Terms and Conditions described herein will be governed by and interpreted in accordance with the Laws of Spain. Any disputes that may arise from these Terms and Conditions will be resolved in accordance with the general rules established by the Spanish Civil Procedure Act and regulations applicable to consumer and user relations.
