Terms governing your use of Travaro
These Terms & Conditions explain how the Travaro service works, how we handle flight compensation claims, and the responsibilities of both you and Travaro.
Last updated: October 2026
1. Agreement to these terms
Travaro is operated by Travaro Claims Services FZ-LLC, a Free Zone Limited Liability Company registered in Ras Al Khaimah, United Arab Emirates (“Travaro”, “we”, “us” or “our”).
These Terms & Conditions govern your use of the Travaro website and services, including the assessment, submission, and handling of flight compensation claims.
By using Travaro or submitting a claim through the service, you agree to these Terms & Conditions. If you do not agree to them, you should not use the service.
These Terms apply alongside any claim-specific assignment, authorization, or other document that you agree to as part of the claim process.
2. The Travaro service
Travaro helps passengers assess, submit, and manage flight compensation claims that may arise under passenger-rights rules applicable to their journey.
Depending on the claim, the service may include eligibility assessment, collection and review of passenger information and supporting documents, claim preparation and submission, communication and follow-up with airlines or other relevant parties, pursuit of related amounts such as outstanding ticket refunds or eligible disruption-related expense reimbursements where applicable, claim-related updates, and payout coordination where amounts are successfully recovered.
Travaro is independent from the airlines against which claims may be pursued and does not control their decisions, response times, or payment processes.
Travaro does not guarantee that a claim will be accepted, that compensation will be recovered, or that a claim will be resolved within a particular timeframe.
You must not misuse the Travaro service, interfere with its operation, or attempt to gain unauthorized access to the service or its systems.
3. Assignment and authorization
As part of submitting a claim, you may be asked to sign a claim-specific assignment and authorization allowing Travaro to pursue and recover the claim and to act on your behalf in relation to it, to the extent permitted by applicable law.
If an airline, authority, or applicable passenger-rights framework requires additional authorization or documentation, Travaro may ask you to provide or sign it.
If you submit a claim for another passenger, you confirm that you have the necessary consent and authority to submit and pursue the claim and to instruct Travaro in relation to that passenger. Where required, that authority must be supported by authorization documentation provided as part of the claim, such as an authorization letter or power of attorney. Travaro may rely on and provide that supporting authorization to an airline, authority, or other relevant party where reasonably necessary to pursue the claim.
Electronic acceptance and signatures may be used as part of the claim process where permitted by applicable law.
Where authorized under the claim-specific mandate, Travaro may:
- Prepare, submit, manage, and pursue the claim
- Communicate and negotiate with the airline or other relevant parties
- Request, receive, and review claim-related communications and documents
- Submit information and supporting documents relevant to the claim
- Receive compensation or other amounts paid in connection with the claim on your behalf, where permitted by applicable law and accepted by the relevant payer
- Deduct the agreed Travaro service fee from amounts successfully recovered through Travaro
- Arrange payment of the remaining amount to you
- Work with appropriate representatives or service providers where reasonably necessary to pursue the claim
4. Your responsibilities
You are responsible for providing accurate, complete, and truthful information when using Travaro and throughout the claim process.
You must ensure that any passenger information, booking details, documents, correspondence, payout information, or other information you provide is accurate to the best of your knowledge.
If you submit a claim, you confirm that you have the legal capacity to agree to these Terms or otherwise have the authority required to submit the claim.
Travaro may suspend or stop handling a claim where information is materially incomplete, inaccurate, misleading, or fraudulent, where required information is not provided, or where Travaro cannot reasonably or lawfully continue pursuing the claim.
- Provide information and documents reasonably required to handle your claim
- Keep your contact information reasonably up to date
- Cooperate with reasonable requests connected with the claim
- Inform Travaro of material communications or payments you receive directly from the airline in relation to the claim
- Not appoint another claims service to pursue the same claim while Travaro is handling it
- Not knowingly submit or pursue the same claim more than once
5. Service fee and payment handling
Travaro charges a service fee of 30% of the total amount successfully recovered through Travaro, inclusive of any applicable VAT.
The total amount recovered may include flight compensation and, where applicable, ticket refunds and eligible disruption-related expense reimbursements recovered through Travaro.
There is no upfront service fee. If no amount is successfully recovered through Travaro, Travaro does not charge the service fee.
Where recovered amounts are paid to Travaro, we may deduct the agreed service fee before transferring the remaining amount to you.
If any claim-related amount is paid directly to you in connection with a claim that Travaro has submitted or materially pursued, the agreed service fee remains payable to Travaro, subject to applicable law. You must inform Travaro if you receive such a payment directly.
Travaro will not charge an additional service fee above the agreed 30% unless an additional service and any associated charge have been clearly agreed with you in advance.
6. Eligibility and claim assessment
Eligibility assessments are based on the information available at the time and the passenger-rights rules that may apply to your journey.
An initial eligibility result, compensation estimate, or decision by Travaro to handle a claim does not guarantee that compensation will ultimately be recovered.
The assessment or expected outcome may change if further information becomes available, including flight information, supporting documents, airline responses, regulatory requirements, or other facts relevant to the claim.
Travaro may determine that a claim requires additional review or that it should no longer be pursued where the information available does not reasonably support continuing the claim.
7. Claim timelines
The time required to resolve a claim varies and may depend on airline response times, case complexity, the availability of supporting documents, the passenger-rights rules applicable to the journey, disputes concerning eligibility, and any additional follow-up that may be required.
Any estimated timeframe displayed or communicated by Travaro is indicative only and is not a guarantee.
Travaro will use reasonable care in handling your claim but cannot control the actions, decisions, or response times of airlines, authorities, or other third parties.
8. Withdrawal and cancellation
You may ask Travaro to withdraw your claim.
If the claim has not yet been submitted or otherwise materially progressed, Travaro may stop processing it without a service fee.
If you request withdrawal after Travaro has submitted or materially progressed the claim, Travaro will consider the request based on the stage of the claim and the actions already taken.
If any claim-related amount is subsequently recovered in connection with a claim that Travaro has already submitted or materially pursued, the agreed service fee may remain payable, subject to applicable law.
Nothing in this section limits any cancellation, withdrawal, or other consumer rights that cannot lawfully be excluded.
9. Limitation of liability
Travaro will use reasonable care and skill in providing the service.
Travaro is not responsible for decisions or actions taken by airlines, authorities, or other third parties, including claim refusals, delayed responses, non-responses, payment delays, or disputed outcomes.
To the extent permitted by applicable law, Travaro is not liable for indirect, incidental, special, or consequential losses, or for delay or failure caused by circumstances outside Travaro’s reasonable control.
Nothing in these Terms excludes or limits any right, remedy, or liability that cannot lawfully be excluded or limited.
10. Data protection and privacy
Travaro handles personal data in accordance with the Travaro Privacy Policy and applicable data protection requirements.
Personal data may be processed where necessary for purposes connected with the Travaro service, including claim assessment and management, verification of passenger, flight, and supporting information, communication with airlines and other relevant parties, document review, fraud prevention, payout handling, service operations, and customer support.
Where reasonably necessary to handle a claim, relevant information may be shared with airlines, authorities, and appropriate service providers or representatives involved in the claim process, subject to applicable data protection requirements.
Travaro may contact you about your claim or the service using the contact information you provide, including by email and through the Travaro service.
For more information about how Travaro collects, uses, stores, and protects personal data, please refer to the Travaro Privacy Policy.
11. Changes to the service or these terms
Travaro may update these Terms & Conditions from time to time, including to reflect changes to the service or applicable legal or regulatory requirements.
Updated Terms will apply from the date stated in the updated version.
For a claim already submitted, the version of the Terms applicable when the claim was submitted will continue to apply unless a change is required by law or is otherwise agreed with you.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
12. Governing law and disputes
These Terms & Conditions are governed by the laws of the United Arab Emirates.
Any dispute arising out of or in connection with these Terms or the Travaro service will be handled in accordance with applicable law.
Nothing in these Terms limits any mandatory consumer rights or protections that apply to you under applicable law.
13. Contact
If you have questions about these Terms & Conditions or the Travaro service, you can contact us using the details below.
Travaro Claims Services FZ-LLC
Registered office: Compass Building
Ras Al Khaimah, United Arab Emirates
Email: hello@travaro.app