Claim service agreement

This is the agreement between you and AirRanger when you ask us to pursue a claim. Read it before you instruct us.

1. Who we are, and what we are not

AirRanger is a passenger claims service based in Mumbai, India. Full details of the operator are set out in the authorisation documents you sign before we begin work, and are available on request at any time.

We are not a law firm and we do not give legal advice. We prepare, submit and pursue compensation claims on your behalf.

We are not affiliated with, endorsed by, or acting for the DGCA, AirSewa, the Ministry of Civil Aviation, or any airline.

2. What we do

We assess whether your disruption is compensable, tell you what we think it is worth, and if you instruct us, pursue the claim — preparing and submitting it, responding to the airline, and escalating where appropriate.

If we think you do not have a claim, we will tell you so. We would rather say that at the start than take on something that will not succeed.

We choose which claims to take. We may decline a claim or stop work on one if it is not viable, if documents are missing, or if we have reason to doubt what we have been told. If we stop, we will tell you why, and you owe us nothing.

3. What we charge

Our fee is a percentage of the compensation we actually recover for you.

We will confirm the exact percentage to you in writing before you instruct us. That percentage is fixed for your claim and will not change once you have instructed us. Our standard fee as at [DATE] is 30%.

We sometimes take a claim at a reduced fee or at no fee at all. If yours is one of those, we will tell you in writing before you instruct us, and we will not charge you afterwards.

If you recover nothing, you pay nothing. No registration fee, no filing fee, no charge for an unsuccessful claim, no charge for the initial assessment.

Our fee applies to compensation only — not to your ticket refund, not to the value of any voucher, and not to reimbursed expenses.

If we become liable to charge GST or any other tax, it will be added to the fee, and we will tell you before it applies to your claim.

4. How you pay us

If compensation is paid to us on your authority, we will deduct our fee and send you the balance, with a statement showing what was received, what was deducted and what was paid to you.

5. If the airline settles with you directly

If the airline settles with you at any point after you instruct us — by cash, credit, voucher or anything else — tell us within 48 hours.

Our fee is payable on compensation recovered after you instructed us, whether the airline dealt with us or with you. That is how no-win-no-fee works: we carry the cost of the claims that fail, so we are paid on the ones that succeed.

We will not charge you for compensation you had already received, or been offered in writing, before you instructed us. Tell us up front if there is such an offer.

6. What we need from you

Accurate information and genuine documents. Prompt replies when we need something. And tell us if you have already filed a complaint, claim or consumer case about the same disruption — duplicate claims get rejected. Please do not run the same claim elsewhere while we are handling it.

If documents or information given to us turn out to be false, we will stop work immediately.

7. Authority

You will sign an authorisation allowing us to act on your claim. Some escalation routes require a further document; if yours does, we will tell you and explain what it covers before you sign anything.

Any authorisation you give us does one thing: it lets us pursue this claim. It allows us to correspond with the airline and the relevant authorities about this disruption, and where you have agreed, to receive the compensation. It does not let us settle for less than you have agreed, act on any other matter, or bind you to anything else. You can revoke it in writing at any time.

8. No guarantees

We cannot guarantee that a claim will succeed, how much will be recovered, or how long it will take — those depend on the airline, the regulator and the facts. Any figure we give you is an estimate based on the rules and our experience, not a promise.

9. If you change your mind

Write to support@airranger.co and we will stop work. If nothing has been recovered, you owe us nothing. If compensation is recovered after you instructed us, clause 5 applies.

10. Our liability

We will do this work with reasonable care and skill. If we are liable to you for something, our total liability is limited to the fee we received on your claim.

We are not liable for the airline's decisions, the time authorities take, or events outside our control. Nothing here limits liability for fraud or anything else that cannot be limited by law.

11. Your data

We handle your information as set out in our Privacy Policy.

12. Complaints

Write to our Grievance Officer at support@airranger.co. We will acknowledge and respond as quickly as we can.

13. Law

Governed by the laws of India.

14. Changes

We may update these terms. The version that applies to your claim is the one in force when you instructed us — a later change will not affect a claim already underway. We will send you a copy at the time you instruct us so there is no doubt about which version applies.