Privacy Policy

1. Who are we?

DelayPaid is a trade name of Fixers B.V., registered at Orteliuskade 27-4, 1057 AD Amsterdam, the Netherlands, with the Dutch Chamber of Commerce under number 98817353 • BTW NL868656082B01, telephone +31 6 21847857. We are the data controller for the personal data you provide via our website and services. Contact: [email protected].

2. What personal data do we process?

We process: name, email address, phone number, flight data (flight number, date, route, booking reference), payment details (bank account number for settlement), and correspondence related to your claim.

3. Purpose and legal basis

We process your data to: (a) assess your EU261 claim, (b) represent you in dealings with the airline and in legal proceedings, (c) transfer compensation to you, and (d) comply with legal obligations. Legal basis: performance of a contract (art. 6(1)(b) GDPR) and legitimate interest (art. 6(1)(f) GDPR).

4. Retention

We do not keep your data for longer than necessary, and we apply different periods depending on the type of data. Your case file is kept for up to 2 years after your claim has been closed. The copy of your identity document is deleted sooner: as soon as your claim has been definitively closed (the compensation has been received and paid on to you), with an absolute maximum of 2 years. Financial and accounting records are kept for 7 years, as required by the statutory tax retention obligation. If legal proceedings were brought over your claim, we keep the case documents until the periods for appeal and enforcement have expired, with a maximum of 7 years for financial documents. Once the retention period has expired, we delete or anonymise your data.

5. Third parties

We share your data only with the parties needed to handle your claim: the airline against whom your claim is brought; the competent supervisory authority or dispute body in the country of your flight (in the Netherlands: the Inspectie Leefomgeving en Transport), where that is needed to press your claim; a court and/or an enforcement officer if your case leads to proceedings or enforcement; our processors (hosting, e-mail, the tool you use to sign the authorisation and our case system), with each of whom we conclude a data processing agreement; and our accountant or tax adviser, for the financial records we are required by law to keep. We never sell your data and we do not use it for purposes unrelated to your claim.

Transfers outside the EU/EEA

For claims against airlines based outside the EU/EEA (for example in the United States, Turkey, the Gulf states or Asia), it is sometimes necessary to transfer your data to a country for which the European Commission has not issued an "adequacy decision" — meaning a country that, according to the EU, does not automatically offer an equivalent level of protection. We handle this carefully:

• Wherever possible we conclude the European Commission's standard contractual clauses (SCCs) with the recipient, so that your data remains protected.
• Where that is not possible, we transfer only the data that is strictly necessary to submit and settle your claim with that specific airline. We base that transfer on Article 49(1)(b) GDPR (a transfer necessary for the performance of your contract with us). We do this per individual claim and not as a standing transfer channel.

Even so, you should know that in countries without an adequacy decision a limited privacy risk may exist, because local authorities may under certain circumstances be able to access data. We keep that risk to a minimum and never transfer more than your claim requires.

6. Your rights

You have the right to access, rectify, erase, restrict processing of, and portability of your personal data. You can also object to processing. Send your request to [email protected]. We respond within 30 days. You also have the right to lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens); if you live in another EU/EEA country, you can also turn to the data protection authority of your own country.

7. Cookies

We place no analytical or marketing cookies ourselves. We do measure how the site is used, but without cookies and without any data that can be traced back to you — see 7b below. No visitor profiles are built, so there is nothing for which we need to ask your consent. Only technically necessary cookies from our hosting provider (for the security and availability of the site) may be placed.

Should we use analytical or marketing cookies or an advertising pixel in the future, we will only do so after you have given your consent through a cookie banner, and we will update this policy beforehand.

7b. Visitor statistics

We keep track of how our site is used, but without cookies and without any data that can be traced back to you. For each event we record only which step was taken (for example "compensation checker opened" or "claim started"), the language of the page, the page type and the path. We do not store your IP address, we do not use fingerprinting, and we do not recognise you between visits. Nothing from the form is included: no name, e-mail address, IBAN or flight number. Because we do not store or read anything on your device, no consent is required for this (art. 5(3) Directive 2002/58/EC) and you will therefore not see a cookie banner. If you have Do Not Track or Global Privacy Control enabled in your browser, we measure nothing at all.

8. Changes

We may update this policy. The latest version is always available on this page.