Mastertrip Limited(“Mastertrip”)是一家在香港贸易登记署(香港)注册的香港公司，注册号为2743057，注册办公地点位于香港湾仔骆克道188号中心萧氏12楼1201-03室(地址)

Mastertrip为遇到航班变动(延误超过三个小时、取消和拒绝登机)提供支持服务，帮助他们进行索赔，尤其是在欧洲法规(“服务”)的保护下。Mastertrip不提供任何法律咨询或服务。

乘客如欲使用服务，须签署一份专属授权书，受《香港法例第31章授权委托书条例》规管。本授权应视为与Mastertrip的合同(“授权”)。通过执行委托，客户确认他/她已阅读并理解本服务条款和协议，本条款和协议规定了双方的权利和义务，下文将对此进行描述。

指签署委托合同的旅客或其法定代表人;

指Mastertrip在帮助客户理赔成功后抽取的报酬，详情请见授权书;

在服务条款序言中已给出定义;

指欧洲议会和理事会（EC）第261/2004号条例。2004年2月11日理事会制定关于欧盟航空理赔条例，该法规规定了在拒绝登机和航班取消或长时间延误情况下对乘客的补偿和援助的通用规则，并撤销（EEC）第295/91号条例;

作为本条款的附件1，详细说明TravelRight收取的费用;

在服务条款序言中已给出定义；

是Mastertrip有限公司旗下的一个品牌，只处理法规(EC)第261/2004号规定的航班赔偿业务。

指运输合同载明的航空承运人，履行或者拟履行赔偿义务。

指Mastertrip所合作的提供服务协助的公司，协助TravelRight及其客户，处理航班理赔，名义上代表Mastertrip进行处理。

包括客户的登机牌、航班预订号、航班行程以及航空公司所需要的其他文件。

遇到航班变动的乘客在任意一个TravelRight的网站（www.travelright.cn 或其旗下的联合品牌网站）提交理赔申请，并上传理赔的所需文件（护照以及其他行程文件）。若TravelRight认为该理赔请求符合法规要求，则向乘客发出授权书，乘客需签署授权书。

授权书的签署需要客户手动签字。Mastertrip需要确保授权书的签署符合《香港授权书条例》的规定。客户签署的授权书副本将会通过邮件发送给Mastertrip有限公司。

客户需知悉他/她具有代表自己或代表被代理人签署授权书的法律行为能力。

如果客户属于欧盟消费者法规保护下的消费者，即他/她是一个自然人，出于非商业活动目的，且非独立职业活动的目的，而缔结法律行为，他/她有法定的退出权力。

客户可以在协议签订后14天内撤回对本协议的接受，无需说明任何理由。为了行使此项权力。撤回请求必须在上述14天的期限内发出，客户须明确声明他/她希望退出本协议。退出请求可以通过电子邮件发送到 contact@mastertrip.cn 主题栏为“退出”。除此之外，鉴于Mastertrip提供的服务的特殊性，客户不能在航空公司已经接受理赔时退出协议，因为TravelRight在这种情况下已经完成了服务

签署授权书意味着授权Mastertrip与航空公司或任何服务提供商进行交涉以获得赔偿。理赔整个流程从发起到结束大约需要六个月。

如果航空公司拒绝赔偿，Mastertrip可能会向相关机构提出法律诉讼，由Mastertrip和/或其服务提供商决定。在这种情况下，Mastertrip会通知客户。

任何时候，如果经Mastertrip鉴定客户的理赔不具备资质，Mastertrip有权终止服务。

理赔成功，即航空公司同意至少赔偿客户条例第7条或现行判例法规定的赔偿。当扣除佣金后，客户收到他/她的赔偿金，服务结束。如果航空公司将全部赔偿金直接转账到客户的银行账户，或者直接向客户进行非货币性赔偿(代金券、会员积分)，只要客户未支付佣金，授权书继续有效;

航空公司因特殊原因可能会拒绝赔偿，包括但不限于极端特殊情况、法院判决或航空公司破产。Mastertrip和/或其服务提供商将调查航空公司拒赔理由的真实性。当Mastertrip放弃其任务并以任何方式发送终止通知时，授权将结束。在这种情况下，Mastertrip将承担到现阶段为止产生的所有费用。

若任何一方违反本协议规定的任意一项义务，授权也将终止。

• 根据现行法律，尽最大努力履行被赋予的使命，并以勤勉和忠诚的态度提供服务;
• 尽最大努力为客户的理赔提供最优的解决方案;
• 代理收取赔偿金，在收到航空公司的赔偿金后转账给客户，并向知名保险公司投保其专业责任险;
• 让客户了解他/她的关于案件的进展及相关解释，管理客户的诉求。Mastertrip是本网站的知识产权权利人。本网站所提供的理赔服务，网站的一切著作权、商标权、专利权、商业秘密等知识产权，以及与本网站相关的所有信息内容（包括但不限于文字、图片、图表、界面设计、版面框架、有关数据或电子文档等）均受相应的国际条约保护，Mastertrip享有上述知识产权，但相关权利人依照法律规定应享有的权利除外。未经Mastertrip或相关权利人书面同意，客户不得为任何商业或非商业目的自行或许可任何第三方实施、利用、转让上述知识产权
• 承担理赔流程的所有费用。只有在理赔成功的情况下(在客户提前终止授权的规定范围内)，Mastertrip才应向客户收取佣金，开具发票。
• Mastertrip提供的服务是一种约定上的义务，与客户签订授权书，但并不能保证理赔成功。如航司拒绝理赔，理赔失败，Mastertrip不承担任何法律责任。Mastertrip因工作失误造成理赔失败的情况除外。

• 在签署授权书之前，将与航空公司就航班变动进行的任何形式的交流告知Mastertrip;
• 授权Mastertrip进行理赔，并提供真实清晰的、非伪造的文件，客观真实地概述航班变动情况;
• 遵守授权的专一性:(i)不委托任何其他组织或公司为其理赔提供相同类型的服务;(ii)在授权书签署后不与航空公司直接联系，不接受任何和航空公司之间的私下交易，包括就有关理赔的任何赔偿和支付问题;
• 客户承诺在合作期间，在合理可行的范围内尽快向Mastertrip提供他/她拥有的所有证明其理赔合理的文件及信息，包括但不限于在签署授权书之前或之后与航空公司的所有直接交流;
• 客户承诺在合作期间，回答Mastertrip发送的所有与理赔有关的问题; 如果连续三封电子邮件和/或在理赔流程开始后三个月内没有收到客户的答复，Mastertrip将会终止合作。
• 客户同意航空公司在理赔成功后直接向Mastertrip支付佣金。
客户任何违反其义务的行为都将导致被收取一定的费用，详情见条款第五条“作为客户，我需要支付哪些费用”

Mastertrip在理赔成功前不收取任何佣金。如果理赔失败，客户没有收到任何赔偿金，Mastertrip也会承担理赔处理的所有费用。

如果理赔成功，Mastertrip(或其服务提供商)将代表客户收取航空公司支付的赔偿金，并通过电汇的方式将赔偿金转帐到客户的银行账户，数额即赔偿金减去佣金。

• 如果航空公司不以货币形式补偿客户，而是以实物补偿(如礼品、服务、代金券、积分)，则佣金应按该补偿的实际价值计算，折算成货币。因此，客户应以银行转账的形式向Mastertrip支付相应的佣金;
• 如果航空公司直接向客户支付赔偿金，客户应立即通知Mastertrip，并立即将佣金以银行转账的方式至Mastertrip的银行账户，不得无故拖延。客户同意在授权Mastertrip理赔后，从航空公司收到的任何款项均视为服务的结果，并自愿支付佣金。如客户不配合，则Mastertrip只能提起法律诉讼，费用由客户承担。

客户向Mastertrip电汇支付佣金可能产生的银行和/或汇率兑换费用由客户承担。

Mastertrip提供免费理赔资质查询服务和信息服务。

若Mastertrip没有收到赔偿金，Mastertrip将免费提供司法服务。如果Mastertrip协助理赔成功，Mastertrip有义务将商定部分的赔偿金移交给客户。 如果聘请了合同律师进行法律诉讼，Mastertrip协助理赔成功，但是赔偿金和/或律师费，申诉费用，利息或类似费用直接由航空公司支付给客户，客户将有义务将Mastertrip的服务费和律师费，法院费，利息或类似费用（如果有）转移给Mastertrip。如果TravelRight代表客户采取法律行动，在案件成功的情况下，TravelRight将向客户收取额外的法务服务费用 (见价格表)

如果客户提供了错误的支付信息或信息不足以进行汇款，并在几次在Mastertrip通过电子邮件以及其它联系方式提醒客户后，客户仍未返回给Mastertrip其正确的或是充足的汇款信息，导致Mastertrip无发将理赔金支付给客户，Mastertrip将有权利保留所有理赔金。除此情况以外，Mastertrip应当支付给客户事先约定好的理赔金。

Mastertrip根据协议以及客户的要求支付了约定的航班赔偿金时，Mastertrip不承担以下责任：

• 支票，预付借记卡，信用卡以及其它类似收款方式在转账过程中的损失;
• 客户提供错误的银行账户信息，错误地址或其它错误信息，包括但不限于有关理赔金的钱款支付给错误的收款人。如果由于客户的过错导致理赔金的转账发生错误，Mastertrip没有义务主动追回汇款。

在Mastertrip收到赔偿金以及转出赔偿金期间，顾客不会得到利息。Mastertrip保留从航空公司索取的任何理赔金相关利息。

如果Mastertrip由于超出合理可控原因无法汇款至客户，Mastertrip不承担任何损失赔偿：包括但不限于罢工、劳动争议、天灾、战争、暴乱、民众骚乱，恶意破坏，符合法律或政府秩序、规则、规定，事故，工厂或机械故障、火灾、洪水和风暴。

根据《2016/679年保障资料一般规例》，Mastertrip承诺按照适用于香港和欧洲的个人资料保障义务处理个人资料。这些义务载于我们的个人资料保障条款内，详情可浏览本网页或浏览以下链接： https://www.iubenda.com/privacy-policy/94870244

通过签署授权书，客户授权Mastertrip以任何形式共享客户所有的理赔要求文件。

本服务条款及协议及所产生的行动受香港法例规管，并以英文书写。不同译本之间如有冲突，应以英文本为准。

由本通用服务条款及协议引起的任何争议，特别是关于其有效性、解释或履行的争议，均应以双方友好为目标进行调解。否则，应按普通法向主管法院提起诉讼。

• 改:

Travelright保留随时修改以上条款及细则及价目表的权利，恕不另行通知 

• 可分割性:

如果本通用条款和协议的某一条款被宣布无效、不适用或经法院重新认证，则该条款被视为无效条款。本协议的其他条款将继续产生其全部效力。

• 无弃权:

一方未能按照本通用销售条款和条件行使权利，不应被解释为放弃行使该权利。

最后更新日期：2020年1月20日

Mastertrip Limited (« Mastertrip ») is a Hong Kong company listed at the Hong Kong trade register (Hong Kong) under No 2743057, with a registered office located UNIT 1201-03, 12/F SIU ON CENTRE 188 LOCKHART ROAD, WANCHAI HONG KONG (address).

Mastertrip offers a service supporting passengers of disrupted flights (delay of more than three hours, cancellation and denied boarding) in the amicable recovery of their compensations, especially under the European Regulation (the "Service"). Mastertrip does not provide any legal advice or services.

When a passenger wants to use the Service, he/she signs an exclusive mandate, which is governed by Cap. 31 Powers of Attorney Ordinance. This mandate shall be considered as a contract with Mastertrip (the "Mandate"). By executing the Mandate, the Client recognizes he/she read and understood these General Terms and Conditions of Sale which establish the rights and obligations of each party, as described hereafter.

means the passenger, or his/her legal representative, who signed the Mandate;

means Mastertrip's success fee, as defined in the Mandate;

has the definition given in the preamble of these General Terms and Conditions of Sales;

means the Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91;

attached as Annex 1 to this Terms & Conditions, specifying detailed fees charged by TravelRight;

has the definition given in the preamble of these General Terms and Conditions of Sales;

is a brand owned by Mastertrip Limited, which only handles flight compensation claims under regulation (EC) No 261/2004.

means to the air carrier indicated in the contract of carriage which performs or intends to perform the flight subject to a compensation claim;

relates to companies selected by Mastertrip Limited that provide assistance to TravelRight and its Clients, namely handle flight compensation claim processing on behalf of Mastertrip.

includes Client’s boarding pass, flight booking reference, flight itinerary, and other documents required by the Airline.

The passenger who suffered a flight disruption submits his/her claim on one of TravelRight websites (www.travelright.cn or any of its declinations – co-branded mini-websites) and transmits the required documents to initiate a compensation claim (identity and travel documents). If TravelRight considers the claim eligible under the Regulation, the passenger is offered the signature of the Mandate.

The signature of the Mandate is done physically. Mastertrip ensures that the signature of the Mandate meets all the requirements of the Hong Kong Powers of Attorney Ordinance. A copy of the Mandate signed by the Client shall be sent to Mastertrip Limited by email.

The Client acknowledges that he/she is in legal capacity to sign the Mandate, either on his/her own behalf, or on behalf of the represented person.

If Client qualifies as a consumer pursuant to EU-consumer regulations i.e. he/she is a natural person who enters into a legal transaction for a purpose that is neither his/her commercial nor his/her independent vocational activity, he/she has a statutory right of withdrawal.

The Client can withdraw his/her acceptance of our Agreement within 14 days from the conclusion of the Agreement without the need to specify any reasons. To exercise this right of withdrawal, the withdrawal must be communicated within the 14-day period mentioned above and it must clearly state that Client wishes to withdraw from the Agreement. By exception, due to the nature of the service provided to the Client, Client cannot withdraw from our Agreement, once having been informed that the airline has accepted the Claim, as TravelRight in such event has completed the service requested. The withdrawal can be sent by email to contact@mastertrip.cn with “WITHDRAWAL” in the subject line.

The signature of the Mandate allows Mastertrip to initiate amicable exchanges with the Airline or through any Service Provider in order to recover compensation. The amicable phase lasts approximately six (6) months.

If despite the amicable exchanges, the Airline fails to compensate the Client, Mastertrip may decide to file the claim before a national body empowered to deal with compensation claims under the Regulation. In this case, Mastertrip shall inform the Client. In any event, it is up to Mastertrip and/or its Service Provider to make such choice.

At any time, Mastertrip remains free to end the Service if it considers the Client's Claim as erroneous, incomplete or ineligible.

In case of success, i.e. if the Airline agrees to compensate the Client of at least the compensation provided by Article 7 of the Regulation or by the current case-law. The Mandate ends when the Client receives his/her compensation, net of the Commission. If the Airline transfers the entire compensation directly on the Client's bank account or directly sends the Client a non-monetary compensation (vouchers, loyalty points), the Mandate remains as long as the Client has not paid the Commission;

If the Airline refuses to compensate the Client invoking circumstances which would lead to the claim rejection, including without limitation extraordinary circumstances, unfavorable court decisions or Airline bankruptcy. Mastertrip and/or its Service Provider free to appreciate the veracity of the events invoked by the Airline. The Mandate shall end when Mastertrip abandons its mission and sends the termination notification, by any means. In this case, Mastertrip bears all costs incurred so far.

The Mandate shall also be terminated in case of breach of one of its obligations by one of the parties, as provided herein.

• Use its best efforts to carry out the mission it was entrusted with and provide the Service with diligence and loyalty, in compliance with the current legislation;
• Use its best efforts to reach an amicable resolution for the Client's claim;
• Receive the Client's compensation on a bank account specifically dedicated to the collection of passengers’ funds and maintain its professional liability insurance policy from a well-known insurance company;
• Keep Client informed of any significant progress of his/her claim and to give explanation on its mission and its management on the Client’s simple request, being specified that Mastertrip remains the owner of all the intellectual property rights on its studies, models, letters and contents of its websites, even when carried out for the Client's claim, within the performance of the Service. The Client shall not reproduce, exploit or communicate these elements without the express and written authorization of Mastertrip;
• Bear all the claim process expenses. Mastertrip shall invoice the Client for the Commission only in case of success of the Service (within the limit of the provisions regarding the early termination of the Mandate by the Client).
• In general terms, the Service offered by Mastertrip is subject to an obligation of means and the Mandate is concluded with the Client with no guarantee of success. Mastertrip shall not be held liable if no settlement is reached, except in case of a fault directly due to Mastertrip.

• Inform Mastertrip of any exchanges with the Airline regarding the disrupted flight prior to the signature of the Mandate;
• Entrust Mastertrip with a certain and actual claim, justified by authentic, not truncated nor falsified documents that give an objective and sincere overview of the disruption;
• Abide by the exclusive nature of the Mandate by (i) not entrusting any other entity or company offering the same type of Service with his/her claim, (ii) nor contacting directly the Airline once the Mandate has been executed;
• Cooperate with Mastertrip by sending all information justifying his/her claim as well as any new element that may concern the claim, including but not limited to all direct exchanges with the Airline, both prior or after the execution of the Mandate;
• Cooperate with Mastertrip by answering all questions it could send; the absence of reply of the Client after three successive emails and/or within a period of more than three (3) months could lead to the termination of the Mandate on the Client's fault.
• Pay Mastertrip its Commission if the Airline directly compensated him/her after the Mandate execution.
• Any breach of one of his/her obligations shall lead to the invoicing of the Client of the fees provided in paragraph 5) “Which fees may be charged to me as a Client?” of these General Terms and Conditions of Sale.

Mastertrip receives no Commission and bears all the expenses for processing the claim if the Client is not compensated, within the limit of any Client’s breach of his/her obligations.

In case of success, Mastertrip (or its Service Provider) receives, on behalf of the Client, the sum agreed by the Airline on its bank account specifically dedicated to the collection of passengers’ funds. Mastertrip sends the Client the money owed, i.e. the total amount of the compensation minus the Commission, by wire transfer on the Client’s bank account.

• If the Airline does not compensate the Client with a monetary compensation but with a compensation in kind (such as goods, services, vouchers, loyalty points), the Commission shall be calculated on the actual value of this compensation. Therefore, the Client shall pay to Mastertrip its Commission in cash by wire transfer to the communicated bank account;
• If the Airline pays the compensation directly to the Client, the latter shall immediately inform Mastertrip and proceed without undue delay to the payment of the Commission by wire transfer to the communicated bank account. Indeed, the Client acknowledges that any sum received from the Airline after the execution of the Mandate is deemed to be the result of the Service and leads to the payment of the Commission. If the Client does not cooperate, Mastertrip shall no choice but to initiate legal proceedings which fees shall be borne by the Client.

The possible bank and/or exchange expenses following a wire transfer of the compensation shall be borne by the Client.

Mastertrip provides Eligibility Service, Mastertrip Connect and Information Service free of charge.

Mastertrip provides Justice as a Service free of charge, unless Mastertrip is successful in collecting Flight Compensation. If Mastertrip is successful it will transfer the agreed part of the Flight Compensation to the Client. In the event that a contract lawyer is engaged for legal action and if Mastertrip is successful, but the Flight Compensation and/or attorney’s fees, court fees, interest or similar has been transferred directly from the airline to the Client, the Client will without unreasonable delay transfer Mastertrip’s fees pursuant to the Mandate and the received attorney’s fees, court fees, interest or similar, if any, to Mastertrip. In the event TravelRight initiate legal action on behalf of the Client, TravelRight will be entitled to the increased remuneration and additional costs to the Service fee will be charged to Client (see Price List).

If the Client has provided wrong or insufficient information needed to pay the Flight Compensation and it is returned to Mastertrip and)the Client, after several reminders and reasonable endeavors from Mastertrip to contact the Client by other means than the email provided by the Client to Mastertrip, does not respond to correct or provide information needed to pay the agreed part of the Flight Compensation, Mastertrip shall be entitled to keep the part of the Flight Compensation that otherwise should have been transferred to the Client.

When Mastertrip has paid the agreed Flight Compensation pursuant to the instruction of and method selection by the Client, Mastertrip shall not be liable for:

• checks, prepaid debit cards, credit cards and similar lost in transit to the Client;
• any effect of the Client giving wrong bank account information, wrong address or similar, including, but not limited to, the Flight Compensation being paid to the wrong receiver. If Flight Compensation at the fault of the Client has been paid to a wrong receiver, Mastertrip shall not be obligated to actively reclaim it.

No interest may be claimed for the period between the incoming and outgoing payments. Mastertrip reserves the right to retain any interest that has been recovered from the airline.

Mastertrip shall not be liable for any amount of compensation, damages or similar, if Mastertrip is prevented to transfer the payment to the Client by an event beyond its reasonable control, including without limitation, strike, lock-out, labor dispute, act of God, war, riot, civil commotion, malicious damage, compliance with a law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood and storm.

Mastertrip undertakes to process personal data in accordance with the personal data protection obligations that are applicable both in Hong Kong and at the European level, particularly under the General Regulation of the Protection of Data 2016/679. These obligations are described in our Personal Data Protection Policy, available on our website or at the following link: https://www.iubenda.com/privacy-policy/94870244

By signing the Mandate, the Client authorized Mastertrip to share all Clients’ claim required documents in any form.

These General Terms and Conditions of Sale and the resulting actions are governed by Hong Kong Law and are written in English. In case of conflict between the different translations, the English version shall be considered as the original and reference version

Any dispute arising from these General Terms and Conditions of Sale, especially regarding their validity, interpretation, or performance shall be the object of an amicable settlement attempt between the parties. Failing that, the dispute shall be brought before the competent courts according to ordinary law.

• Amendments:

Travelright reserves the right to amend these terms & conditions and the Price List at any time without prior notice.

• Severability:

If one of the provisions of these General Terms and Conditions is declared void, inapplicable or is the subject of a requalification by a court, the challenged provision is deemed as unwritten. The other provisions herein will continue to produce all their effects.

• Absence of waiver:

The failure of a party to exercise a right, penalty or remedy under these General Terms and Conditions of Sale shall not be interpreted as a waiver to exercise this right, penalty or remedy.

Last update: 20/01/2020