Privacy Policy

This Policy explains how CLAIM PLEASE S.R.L., registered at Viale della Pineta 15, 65129 Pescara (PE), Italy("Claim Please"), acts as data controller when you use our website, contact us or use our flight-claim service. Questions and data-rights requests may be sent to support@claimplease.com.

1. Personal data we process

• Identity and contact details, address, date of birth and signature.
• Flight, booking, disruption, ticket, boarding and correspondence details.
• Identity, travel and expense documents you upload as evidence.
• Claim status, airline responses, settlement and payment information.
• Account, login, IP address, device, browser, security and consent records.
• Communications with you and customer-support history.
• Referral and campaign data where you arrive through a partner link.

When you act for another passenger, you must have authority to provide their information and must make this Policy available to them. We may also receive flight and claim information from airlines, airports, public flight-data sources, lawyers, courts, authorities and referral partners.

2. Purposes and legal bases

• To assess, establish, pursue, settle and pay a claim: performance of our contract and steps requested before entering it.
• To verify identity, prevent duplicate or fraudulent claims, secure the service and defend legal rights: our legitimate interests and, where applicable, legal obligations.
• To keep accounting, tax, sanctions and regulatory records: compliance with legal obligations.
• To send optional marketing or use non-essential cookies: your consent, which you may withdraw at any time.
• To improve our service using aggregated or appropriately minimised information: our legitimate interest in operating and improving the business.

3. Eligibility decisions

Our rules may automatically produce a preliminary eligibility estimate using route, distance, timing, disruption and jurisdiction data. It does not by itself create a binding legal decision. A case may be reviewed by staff, and you may ask us to review an eligibility result.

4. Who receives data

We disclose only what is reasonably necessary to operating and marketing airlines, airports, claims handlers, qualified lawyers, courts, enforcement and consumer authorities, payment and banking providers, identity and fraud-prevention providers, hosting and storage providers, email and customer-support suppliers, analytics providers used with consent, and public bodies where disclosure is legally required. These recipients act as independent controllers or processors according to their role.

5. International transfers

A claim may require data to be sent outside the European Economic Area, for example to an airline, lawyer, authority or technology provider in another country. Where required, we use an adequacy decision, approved standard contractual clauses or another lawful safeguard. You may ask us for information about the safeguard relevant to your data.

6. Retention

We keep data only as long as needed for the purpose collected. Claim and contract records are normally kept while the case is active and then for the period needed to meet Italian accounting, tax, limitation and legal defence requirements, which may be up to ten years. Uncompleted enquiries are retained for a shorter period unless a dispute, fraud concern or legal duty requires longer storage. Marketing data is kept until consent is withdrawn or the contact is suppressed. Security and consent evidence is retained as necessary to demonstrate compliance.

7. Security

We use access controls, secure authentication, encryption where appropriate, audit records, backups and restricted staff permissions. No internet service is risk-free, so please use the secure upload and portal functions instead of sending sensitive documents through unsecured channels where possible.

8. Your rights

Subject to the GDPR and applicable law, you may request access, correction, deletion, restriction and portability of your data; object to processing based on legitimate interests; and withdraw consent at any time without affecting earlier lawful processing. Some rights are limited where data must be retained or processed to establish, exercise or defend legal claims.

Send a request to support@claimplease.com. We may ask for proportionate identity verification. You may also complain to the Italian Garante per la protezione dei dati personali or, where applicable, your local EEA supervisory authority.

9. Children and represented passengers

The website service contract is for adults. We process a minor passenger’s data only when a parent, guardian or authorised adult submits the claim and provides the required authority.

10. Cookies and marketing

Essential cookies support security, sessions and claim progress. Non-essential analytics or advertising technologies are disabled until you consent. You can reject them or reopen Cookie settings at any time. Marketing consent is optional and is not required to use the claim service.

11. Changes and contact

We may update this Policy when our service, providers or legal duties change. Material changes will be highlighted or communicated where appropriate. Contact support@claimplease.com, call +39 344 416 8939, or use WhatsApp at +39 344 416 8939.