Terms and Conditions

These Terms and Conditions ("Terms") govern your use of the EC261 Claim platform and services. By accessing the platform, creating an account, or submitting a claim, you agree to be bound by these Terms. If you do not agree, you must not use the platform.

Please read these Terms carefully before using our services. We recommend that you save or print a copy for your records.

Article 1 — Definitions

In these Terms, the following definitions apply:

"EC261 Claim", "we", "us", or "our" refers to New North Digital B.V., a private limited company incorporated under Dutch law, registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under number 96506792, with its registered office in Groningen, the Netherlands, operating under the trade name EC261 Claim.
"User", "you", or "your" refers to any natural person who accesses the Platform, creates an account, or uses the Services.
"Platform" refers to the EC261 Claim website, including all pages, tools, functionality, and related systems operated by EC261 Claim.
"Services" refers to all services provided by EC261 Claim through the Platform, including the DIY Service and the DFY Service.
"DIY Service" (Do It Yourself) refers to the self-service offering in which the User receives tools and generated correspondence to pursue a Claim independently.
"DFY Service" (Done For You) refers to the managed service in which EC261 Claim handles the pursuit of a Claim on the User's behalf, subject to the provisions of Article 5.
"Claim" refers to a demand for monetary compensation from an Airline under Regulation (EC) No 261/2004 or equivalent applicable legislation, as submitted through the Platform.
"Airline" refers to the operating air carrier responsible for the flight that is the subject of a Claim.
"Compensation" refers to any monetary payment or settlement obtained from an Airline in relation to a Claim, whether received by the User directly, by EC261 Claim on the User's behalf, or by any third party. For the avoidance of doubt: travel vouchers, credits, upgrades, or other non-monetary benefits do not constitute Compensation for the purposes of these Terms and are not accepted as a form of settlement under the DFY Service.
"Service Fee" refers to the one-time flat fee payable by the User for the DIY Service, as specified in Article 6.
"Success Fee" refers to the percentage-based fee payable by the User for the DFY Service upon successful obtainment of Compensation, as specified in Article 6.
"Passenger" refers to any natural person included in a Claim submission, whether the User or a third party for whom the User submits a Claim.
"Authorization" refers to the explicit written consent granted by a Passenger to EC261 Claim, permitting EC261 Claim to act on that Passenger's behalf in relation to a Claim.
"Agreement" refers to the contract between the User and EC261 Claim that arises upon the User's submission of a Claim through the Platform and, where applicable, completion of payment.
"Business Day" refers to Monday through Friday, 09:00–17:00 CET, excluding public holidays recognized under Dutch law (Algemene Termijnenwet).

Article 2 — General Provisions

These Terms apply to all use of the Platform and all Agreements between the User and EC261 Claim. By using the Platform or the Services, the User accepts these Terms in full.
EC261 Claim reserves the right to amend these Terms at any time. Amended Terms take effect 30 days after publication on the Platform. If the User does not agree with the amended Terms, the User may terminate the Agreement in accordance with Article 15 before the amended Terms take effect. Continued use of the Platform after the effective date constitutes acceptance of the amended Terms.
If any provision of these Terms conflicts with the terms of a specific Agreement, the terms of the specific Agreement prevail.
The failure of EC261 Claim to enforce any provision of these Terms does not constitute a waiver of the right to enforce that provision at a later time.
These Terms are available in English. In the event of a translation, the English version prevails.
In accordance with Article 6:230m BW, EC261 Claim provides the required pre-contractual information — including the identity and address of the trader, the main characteristics of the Services, the total price, the right of withdrawal, and the complaint handling procedure — through these Terms, the Platform's checkout process, and the order confirmation. This information is made available in a clear and comprehensible manner before the Agreement is concluded.
The Platform’s informational pages are available in multiple languages. The claim submission process, account dashboard, generated correspondence, and all service-related communications are provided in English only. By using the Services, the User confirms sufficient understanding of the English language to complete and manage their claim.

Article 3 — Nature of Services

EC261 Claim is not a law firm, legal practice, or provider of legal services. EC261 Claim does not provide legal advice, legal representation, or legal opinions. The Services consist of administrative claims management, the generation of correspondence, and related facilitation activities.
The Services constitute an obligation of best efforts (inspanningsverbintenis) and expressly do not constitute an obligation of result (resultaatsverbintenis). EC261 Claim does not guarantee that any Claim will be accepted by an Airline, that Compensation will be obtained, or that any specific outcome will be achieved.
EC261 Claim does not assess, advise on, or guarantee the legal merits or eligibility of any Claim. The eligibility indications provided on the Platform are automated estimates based on the information supplied by the User and do not constitute a legal assessment or opinion.
Information provided on the Platform, including in articles, guides, and help pages, is for general informational purposes only and does not constitute legal advice. Users who require legal advice regarding their specific circumstances are recommended to consult a qualified legal professional.
EC261 Claim may engage third parties, including but not limited to legal professionals, collection agencies, or other service providers, to assist with the pursuit of a Claim. The decision to engage third parties is at the sole discretion of EC261 Claim. Any costs arising from such engagement are borne by EC261 Claim unless otherwise agreed in writing.

Article 4 — DIY Service

The DIY Service provides the User with tools to generate claim correspondence and supporting documentation for the purpose of independently pursuing a Claim against an Airline.
The DIY Service is available upon payment of the Service Fee as specified in Article 6.
When using the DIY Service, the User is solely responsible for all correspondence with the Airline and for pursuing the Claim. EC261 Claim does not correspond with the Airline on the User's behalf, does not monitor the progress of the Claim, and bears no responsibility for the outcome.
The correspondence generated through the DIY Service is based on the information provided by the User. EC261 Claim does not verify the accuracy or completeness of this information and accepts no liability for errors or omissions resulting from incorrect or incomplete information supplied by the User.
The DIY Service is a one-time service. Once the correspondence has been generated and made available to the User, the DIY Service is deemed fully performed.

Article 5 — DFY Service

The DFY Service is a managed claims facilitation service in which EC261 Claim handles the preparation and pursuit of a Claim on behalf of the User and any authorized Passengers.
Where EC261 Claim accepts a Claim for the DFY Service, EC261 Claim will use reasonable efforts to pursue the Claim on a no-win-no-fee basis. The User acknowledges that the DFY Service carries no upfront cost and that EC261 Claim bears the operational cost and risk of pursuing the Claim. In light of this, EC261 Claim retains broad discretion over the conduct of the DFY Service. This includes, without limitation, the discretion to:
1. accept or decline any Claim for the DFY Service, with or without stating reasons;
2. determine the strategy, method, and approach for pursuing a Claim;
3. decide which correspondence to send and when;
4. pause, suspend, or discontinue the pursuit of a Claim at any stage if, in EC261 Claim's reasonable assessment, further pursuit is unlikely to succeed or is not commercially proportionate;
5. accept, reject, or negotiate any settlement offer from an Airline;
6. close a Claim if, in EC261 Claim's reasonable assessment, the prospects of obtaining Compensation do not justify continued pursuit; and
7. decide not to escalate a Claim to any enforcement body, dispute resolution mechanism, or court.
EC261 Claim is under no obligation to initiate, continue, or pursue any legal proceedings, court actions, arbitration, mediation, or formal complaints with any enforcement body or regulatory authority in connection with any Claim. The DFY Service is limited to out-of-court claims facilitation unless EC261 Claim, at its sole discretion, determines otherwise.
By selecting the DFY Service, the User grants EC261 Claim a non-exclusive authorization to act on the User's behalf in dealings with the Airline in relation to the Claim. This authorization may be revoked by the User in accordance with Article 15.
Where a Claim includes Passengers other than the User, the User must ensure that each Passenger provides a valid Authorization before EC261 Claim will commence work on that Passenger's portion of the Claim. EC261 Claim will not pursue a Claim for any Passenger who has not provided Authorization.
The DFY Service operates on a no-win-no-fee basis as described in Article 6. No Service Fee is charged upfront. The Success Fee becomes payable only upon successful obtainment of Compensation.
EC261 Claim may upgrade a Claim from the DIY Service to the DFY Service upon the User's request, subject to availability and eligibility. Such an upgrade is subject to Article 5.2 and the fee provisions of Article 6.
EC261 Claim will keep the User reasonably informed about the status of the Claim. However, EC261 Claim is not obliged to provide updates at any specific frequency or in any specific format.

Article 6 — Fees and Payment

DIY Service Fee. The Service Fee for the DIY Service is a one-time flat fee as displayed on the Platform at the time of submission. The Service Fee is payable prior to the delivery of the DIY Service. All stated amounts are inclusive of VAT where applicable.
DFY Success Fee. The Success Fee for the DFY Service is a percentage of the gross Compensation amount obtained, as displayed on the Platform at the time the DFY Service is selected. The Success Fee is inclusive of VAT where applicable.
No Win, No Fee. If no Compensation is obtained through the DFY Service, no Success Fee is payable. However, the Success Fee remains due in the following circumstances:
1. Compensation is obtained, in whole or in part, as a result of or attributable to the efforts of EC261 Claim, regardless of whether the Compensation is received during or after the active pursuit of the Claim;
2. the User or any Passenger receives Compensation from the Airline for the same flight disruption that is the subject of the Claim, within 12 months of the date on which EC261 Claim last performed substantive work on the Claim, regardless of whether such Compensation was obtained directly by the User, through a third party, or through any other means — unless the User demonstrates that the Compensation was obtained entirely without any contribution from EC261 Claim's prior efforts; or
3. the User withdraws the Claim or revokes the Authorization after EC261 Claim has commenced work, and Compensation is subsequently obtained for the same flight disruption within 12 months of withdrawal or revocation; or
4. the User has provided false or misleading information and EC261 Claim terminates the Agreement in accordance with Article 15, and Compensation is nevertheless obtained for the same flight disruption within 12 months of termination.
Payment of Success Fee. Where EC261 Claim receives Compensation on behalf of the User, EC261 Claim will deduct the Success Fee from the Compensation amount before disbursing the remainder to the User. Where the User receives Compensation directly from the Airline, the User must notify EC261 Claim within 7 days and pay the Success Fee within 14 days of receipt.
Disbursement. EC261 Claim will disburse the User's share of Compensation within 30 days of receipt, using the payment method designated by the User. Where a Claim includes multiple Passengers, the User is responsible for distributing the relevant shares to each Passenger.
Late Payment. If the User fails to pay any amount due under these Terms within the specified period, the User is in default (verzuim) without further notice being required. From the date of default, the User owes statutory interest (wettelijke rente) as defined in Article 6:119 of the Dutch Civil Code (BW) on the outstanding amount. All reasonable extrajudicial collection costs, with a minimum of €40 in accordance with Article 6:96 BW and the Besluit vergoeding voor buitengerechtelijke incassokosten, are for the account of the User.
VAT. All fees displayed on the Platform are inclusive of Dutch VAT (BTW) where applicable. For Users with a valid EU VAT identification number established outside the Netherlands, the reverse charge mechanism may apply. EC261 Claim will verify the VAT number through the VIES system.
EC261 Claim reserves the right to adjust its fees. Fee adjustments do not affect Agreements that have already been concluded. The fees applicable at the time of the User's Claim submission or DFY Service selection apply for the duration of that Agreement.

Article 7 — Right of Withdrawal

As the Agreement is concluded at a distance, the User has the right to withdraw from the Agreement within 14 days of its conclusion, without giving reasons, in accordance with Article 6:230o of the Dutch Civil Code (BW) and the EU Consumer Rights Directive (Directive 2011/83/EU).
To exercise the right of withdrawal, the User must inform EC261 Claim of the decision to withdraw by means of an unambiguous written statement sent to the contact details provided in Article 20. If the right of withdrawal is validly exercised in accordance with this Article, EC261 Claim will refund any amounts paid within 14 days of receiving the withdrawal notice, using the same payment method as the original transaction.
Forfeiture of the right of withdrawal — DIY Service. The DIY Service constitutes the supply of personalised digital content generated specifically for the User. After payment, the User must first complete all required claim details before correspondence can be generated. In accordance with Article 16(m) of Directive 2011/83/EU and Article 6:230p(1)(f) BW, the User acknowledges and agrees that the right of withdrawal is forfeited once any of the following deliberate actions has been performed by the User:
1. the User confirms the request to generate the claim correspondence, after having been clearly informed that doing so will result in the forfeiture of the right of withdrawal and that the Service Fee will no longer be refundable;
2. the User accesses, views, or downloads the generated claim letter or any other correspondence produced as part of the DIY Service; or
3. the User sends or otherwise uses the generated correspondence in communication with an Airline or any third party.
The Service Fee is non-refundable once any of the above actions has occurred. Between payment and the generation of the correspondence, the User retains the full right of withdrawal.
Forfeiture of the right of withdrawal — DFY Service. In accordance with Article 16(a) of Directive 2011/83/EU and Article 6:230p(1)(a) BW, the User acknowledges and agrees that the right of withdrawal is forfeited once any of the following has occurred:
1. EC261 Claim has sent or transmitted any correspondence to the Airline on behalf of the User or any Passenger;
2. EC261 Claim has contacted or engaged with any third party (including enforcement bodies, dispute resolution services, or legal professionals) in connection with the Claim; or
3. the User has actively and deliberately accessed, viewed, or downloaded any claim correspondence, strategy documentation, or case materials prepared by EC261 Claim as part of the DFY Service, by means of an explicit action on the Platform (such as clicking a designated button or link).
EC261 Claim will not automatically present case materials to the User immediately upon acceptance of the DFY Service. The User will be given a reasonable opportunity to exercise the right of withdrawal before any forfeiture-triggering materials are made available for access. Where any of the above actions has occurred but the DFY Service has not been fully performed, the User may still withdraw, but:
1. EC261 Claim may charge a reasonable amount proportional to the work already performed at the time of withdrawal, calculated against the total scope of the DFY Service; and
2. the provisions of Article 6.3 (Success Fee in case of subsequent Compensation) continue to apply.
Prior consent. Before the commencement of any Service within the withdrawal period, the User will be asked to give explicit prior consent to the immediate performance of the Service and to expressly acknowledge that:
1. by consenting, the User loses the right of withdrawal once the conditions described in Articles 7.3 or 7.4 are met; and
2. for the DIY Service, no refund is available once the digital content has been accessed; and
3. for the DFY Service, proportional costs may be charged if withdrawal occurs after commencement.
Withdrawal before commencement. If the User exercises the right of withdrawal before any of the forfeiture conditions described in Articles 7.3 or 7.4 have occurred, the User is entitled to a full refund of any amounts paid. EC261 Claim will process the refund within 14 days of receiving the withdrawal notice.

Article 8 — User Obligations

The User must provide accurate, complete, truthful, and up-to-date information when submitting a Claim and at all times during the course of the Agreement. This includes, without limitation, flight details, disruption details, personal details, contact information, and billing information.
The User must promptly inform EC261 Claim of any communication received from the Airline, including but not limited to responses to claim letters, settlement offers, vouchers, direct payments, or refusals. Failure to do so may result in termination of the Agreement and does not affect the User's obligation to pay the Success Fee in accordance with Article 6.3.
The User must keep their contact information current and ensure that EC261 Claim can reach the User at the email address provided. EC261 Claim is not liable for any consequences arising from the User's failure to maintain valid contact information.
Where the DFY Service is selected, the User must not independently contact the Airline or any third party regarding the same Claim without prior written consent of EC261 Claim, unless the User first withdraws from the DFY Service in accordance with Article 15. Independent actions by the User may prejudice the Claim and do not relieve the User of the obligation to pay the Success Fee.
The User must cooperate with EC261 Claim in a timely manner and provide any additional information, documents, or authorizations reasonably requested by EC261 Claim for the purpose of pursuing the Claim.
The User is responsible for ensuring that all Passengers included in a Claim are aware of and consent to the submission of the Claim and, where the DFY Service is selected, provide valid Authorization. The User warrants that they have the authority to act on behalf of all named Passengers or have obtained the necessary permissions to do so.

Article 9 — Prohibited Conduct

The User must not, and must ensure that no person acting on their behalf or instruction:
1. submit a Claim containing false, fabricated, misleading, or materially incomplete information;
2. submit a Claim for a flight that the User or the named Passengers did not take or were not booked on;
3. submit duplicate Claims for the same flight disruption, whether through the Platform or through any third party;
4. impersonate any other person or misrepresent their identity, relationship, or authority;
5. submit a Claim on behalf of any third party without that person's explicit, informed, and verifiable consent;
6. use the Platform's communication tools or correspondence functionality to send unsolicited, excessive, automated, or abusive communications to any party, or for any purpose unrelated to a legitimate Claim;
7. attempt to manipulate, interfere with, disrupt, or gain unauthorized access to the Platform, its infrastructure, or the accounts of other Users;
8. circumvent or attempt to circumvent any security measures, access controls, or technical protections of the Platform;
9. use the Platform for any purpose other than the submission and management of legitimate Claims under Regulation (EC) No 261/2004;
10. use the Platform in a manner that violates any applicable law, regulation, or third-party rights; or
11. engage in any conduct that EC261 Claim, in its reasonable judgment, considers harmful to the integrity of the Platform, the interests of other Users, or the reputation of EC261 Claim.
EC261 Claim reserves the right to investigate suspected violations of this Article and to take any action it considers appropriate, including but not limited to:
1. suspending or terminating the User's account and access to the Platform;
2. refusing to process or discontinuing any Claim;
3. reporting the conduct to relevant authorities; and
4. pursuing any available legal remedies, including claims for damages.
Where EC261 Claim terminates an Agreement due to a violation of this Article, any fees already paid are non-refundable. Where the DFY Service is concerned, the provisions of Article 6.3 continue to apply.

Article 10 — Account and Security

Certain features of the Platform may require the User to create an account. The User is responsible for maintaining the confidentiality of their account credentials and for all activities that occur under their account.
The User must notify EC261 Claim immediately of any unauthorized use of their account or any other security breach.
EC261 Claim is not liable for any loss or damage arising from the User's failure to safeguard their account credentials.
EC261 Claim reserves the right to suspend or terminate any account that it reasonably believes has been compromised, is being used in violation of these Terms, or has been inactive for an extended period.

Article 11 — Intellectual Property

All intellectual property rights in the Platform, including but not limited to software, designs, text, graphics, logos, trademarks, correspondence templates, and all other materials, are and remain the exclusive property of EC261 Claim or its licensors.
The User is granted a limited, non-exclusive, non-transferable, revocable right to use the Platform for the purpose of submitting and managing Claims in accordance with these Terms. This right does not extend to any reproduction, modification, distribution, or commercial exploitation of any part of the Platform.
Correspondence generated through the DIY Service is provided for the User's personal use in connection with the specific Claim for which it was generated. The User may not use, distribute, or sell such correspondence for any other purpose.
The User may not remove, alter, or obscure any proprietary notices, trademarks, or copyright notices on the Platform.

Article 12 — Privacy and Data Protection

EC261 Claim processes personal data in accordance with its Privacy Policy, which is available on the Platform and forms an integral part of these Terms.
EC261 Claim acts as the data controller (verwerkingsverantwoordelijke) within the meaning of the General Data Protection Regulation (EU) 2016/679 ("GDPR") and the Dutch Implementation Act GDPR (Uitvoeringswet AVG) for the personal data processed through the Platform.
The User warrants that they have the authority to provide the personal data of any Passengers included in a Claim and that those Passengers have been informed about the processing of their data by EC261 Claim in accordance with the Privacy Policy.
EC261 Claim will process personal data only for the purposes of providing the Services, fulfilling its legal obligations, and pursuing its legitimate interests as described in the Privacy Policy.
EC261 Claim implements appropriate technical and organizational measures to protect personal data against unauthorized access, loss, or misuse.
Upon termination of an Agreement, EC261 Claim will retain the User's personal data and Claim-related documentation for a period of up to 24 months after termination, or longer where required for the fulfilment of ongoing obligations under these Terms (including Article 6.3), compliance with legal or regulatory obligations, or the establishment, exercise, or defence of legal claims. After the applicable retention period, personal data will be deleted or anonymised in accordance with the Privacy Policy.

Article 13 — Limitation of Liability

EC261 Claim provides the Services on a best-efforts basis. Given the nature of the Services, EC261 Claim does not guarantee any specific outcome, including but not limited to the obtainment of Compensation, the response of any Airline, or the decision of any enforcement body or court.
EC261 Claim is not liable for:
1. any loss or damage arising from information provided by the User that is inaccurate, incomplete, or misleading;
2. any loss or damage resulting from the User's failure to comply with their obligations under these Terms;
3. the actions, omissions, or decisions of any Airline, enforcement body, court, or other third party;
4. the expiry of any statutory limitation period for a Claim, except where the Claim was actively being pursued under the DFY Service and the expiry is directly attributable to the inaction of EC261 Claim;
5. any indirect, consequential, or special damages, including but not limited to loss of profit, loss of opportunity, reputational damage, or any other form of indirect loss;
6. any damage arising from interruptions, errors, or defects in the Platform, except to the extent caused by the willful misconduct or gross negligence (opzet of grove schuld) of EC261 Claim;
7. any damage arising from unauthorized access to the User's account due to the User's failure to safeguard their credentials; or
8. any damage arising from the use of information provided on the Platform, including articles, guides, and help pages, which are for general informational purposes only and do not constitute legal advice.
To the extent that EC261 Claim is liable for any direct damage, such liability is limited to:
1. for the DIY Service: the amount of the Service Fee paid by the User; and
2. for the DFY Service: the amount of the Success Fee received by EC261 Claim in connection with the relevant Claim, or if no Success Fee has been received, €250 (two hundred and fifty euros).
The limitations of liability set out in this Article do not apply in cases of willful misconduct or gross negligence (opzet of grove schuld) on the part of EC261 Claim.
Any claim for damages against EC261 Claim must be submitted in writing within 12 months of the date on which the User became aware, or should reasonably have become aware, of the event giving rise to the claim. Claims submitted after this period are time-barred.

Article 14 — Indemnification

The User indemnifies and holds EC261 Claim harmless against all claims, demands, losses, damages, costs, and expenses (including reasonable legal fees) arising from or in connection with:
1. the User's breach of these Terms;
2. the User's violation of any applicable law or regulation;
3. the User's provision of false, misleading, or incomplete information;
4. the User's submission of Claims on behalf of Passengers without valid authorization; or
5. any claim by a third party arising from the User's use of the Platform or the Services.

Article 15 — Termination

Termination by the User. The User may terminate the Agreement at any time by notifying EC261 Claim in writing. Upon termination:
1. the Service Fee for the DIY Service is non-refundable if the correspondence has been generated;
2. the provisions of Article 6.3 (Success Fee in case of subsequent Compensation) continue to apply; and
3. EC261 Claim will cease all activities related to the Claim.
Termination by EC261 Claim. EC261 Claim may terminate the Agreement or discontinue the pursuit of a Claim at any time, with or without stating reasons. EC261 Claim will notify the User of such termination. Upon termination by EC261 Claim:
1. the User is free to pursue the Claim independently or through a third party;
2. where the DIY Service Fee has been paid but the correspondence has not been generated, EC261 Claim will refund the Service Fee; and
3. the provisions of Article 6.3 continue to apply if Compensation is subsequently obtained as a result of EC261 Claim's prior efforts.
Immediate termination. EC261 Claim may terminate the Agreement with immediate effect and without prior notice if:
1. the User breaches any provision of these Terms, in particular Articles 8 and 9;
2. the User provides false, misleading, or incomplete information;
3. the User becomes insolvent, is declared bankrupt, or is placed under administration (curatele, bewind, or WSNP);
4. continued performance of the Agreement cannot reasonably be expected of EC261 Claim; or
5. the User's conduct is harmful to the reputation or interests of EC261 Claim.
Termination of the Agreement does not affect any rights or obligations that have accrued prior to termination, including but not limited to the obligation to pay fees and the provisions regarding liability and indemnification.

Article 16 — Force Majeure

EC261 Claim is not liable for any failure or delay in the performance of the Services to the extent that such failure or delay is caused by circumstances beyond its reasonable control (overmacht), including but not limited to natural disasters, epidemics, government actions, power outages, internet disruptions, cyberattacks, failures of third-party service providers, strikes, and other unforeseeable events.
If a force majeure event continues for more than 90 days, either party may terminate the Agreement in writing without any obligation to pay compensation or damages.

Article 17 — Complaints

Complaints about the Services must be submitted in writing within 14 days of the event giving rise to the complaint, using the contact details provided in Article 20.
EC261 Claim will endeavor to respond to complaints within 14 Business Days of receipt.
Submission of a complaint does not suspend the User's payment obligations.

Article 18 — Governing Law and Disputes

These Terms and all Agreements between the User and EC261 Claim are governed exclusively by the laws of the Netherlands.
Any disputes arising from or in connection with these Terms or the Services will be submitted to the competent court in Groningen, the Netherlands, subject to mandatory provisions of consumer protection law that grant the User the right to bring proceedings in the courts of their place of residence.
Before initiating legal proceedings, the parties will make a good-faith effort to resolve any dispute amicably.
If the User is a consumer residing in the European Union, the User may also make use of the European Online Dispute Resolution platform (ODR) at https://ec.europa.eu/consumers/odr.

Article 19 — Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a competent court, the remaining provisions remain in full force and effect.
Any invalid or unenforceable provision will be replaced by a valid and enforceable provision that reflects the original intent and economic purpose of the invalid provision as closely as possible.

Article 20 — Contact

For questions, complaints, or other communications regarding these Terms or the Services:

EC261 Claim
Oosterhamrikkade 22a
9714 BC Groningen, the Netherlands
Email: info@ec261claim.com

Appendix — Model Withdrawal Form

In accordance with Article 6:230m lid 1 sub h BW and Annex I(B) of Directive 2011/83/EU, the following model form is provided. You are not required to use this form — any unambiguous written statement is sufficient.

To: EC261 Claim, Oosterhamrikkade 22a, 9714 BC Groningen, the Netherlands. Email: info@ec261claim.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service:

— Description of the service: [e.g., DIY Service / DFY Service for claim reference ...]

— Ordered on (*) / received on (*):

— Name of consumer(s):

— Address of consumer(s):

— Signature of consumer(s) (only if this form is submitted on paper):

— Date:

(*) Delete as appropriate.