Last updated: 29/08/2026
These Terms of Service govern your access to and use of the websites, applications, software, APIs, reports, databases and online services operated under the Quiescence name ("Quiescence", "we", "us", "our"). By accessing or using any of our services, you agree to be bound by these Terms.
These Terms apply to all users of our websites, applications, APIs, software tools and other digital services, including services relating to software development, data processing, business intelligence, information services, cybersecurity, cloud and IT services, funding and grant intelligence, customised reports, and assistance relating to passenger air-travel claims and compensation.
Individual services may be subject to additional terms, conditions or specific contractual arrangements. Where such terms apply, they will be provided to the user before the relevant service is supplied.
Our activities may include, among others:
The exact services available at any particular time may vary between websites, applications and service offerings.
You must have the legal capacity to enter into binding agreements under applicable law. If you use a Service on behalf of an organization, you represent that you are authorized to bind that organization to these Terms.
Certain services provide access to software tools, databases, search functionality, automated processing, analytical results, reports or other information. Such services are intended to assist users with their own research, analysis and decision-making.
Unless expressly agreed otherwise, information, analytical results, reports and automated outputs should not be considered professional legal, tax, financial or investment advice, nor a guarantee of any particular commercial or financial outcome.
Funding, grant and business-intelligence services may identify or analyse public or third-party information, including funding programmes, opportunities, eligibility criteria, deadlines and other relevant data.
We do not guarantee that a funding opportunity will remain available, that information supplied by a third party will be complete or accurate, that a user will be eligible for a particular programme, or that an application will be approved or receive funding.
Users remain responsible for verifying the applicable requirements, deadlines and conditions with the relevant funding authority or programme administrator before taking action.
Cybersecurity-related services may include security information, technical assessments, reports, monitoring, analysis and other defensive or security-related services.
Users must only request or use cybersecurity services in relation to systems, accounts, networks, applications or other resources for which they have the necessary authorization.
No service provided by Quiescence constitutes authorization to access, test, scan, interfere with or compromise systems belonging to third parties.
Certain services may provide information, technological assistance, administrative assistance or intermediation concerning passenger claims for compensation or other rights arising from flight delays, cancellations, denied boarding or other events covered by applicable passenger-rights legislation, including Regulation (EC) No. 261/2004 where applicable.
Eligibility for compensation depends on the specific circumstances of the flight and on applicable law. The use of our service does not guarantee that a passenger is entitled to compensation or that a claim will be accepted or paid by an airline or other responsible party.
Unless expressly agreed otherwise, Quiescence does not itself determine the legal entitlement of a passenger. Final responsibility for the assessment and payment of any statutory compensation remains with the airline or other responsible party. We are not an airline and not a law firm, and we do not provide legal advice. A passenger may always claim directly, free of charge, from the airline and, where applicable, from the competent national enforcement body or the courts.
When a claim is submitted, the passenger grants us an authority to act as their representative (a mandate): to contact the airline in the passenger's name, to submit, pursue and negotiate the claim and its correspondence, to complete and sign the airline's standard claim forms on the passenger's behalf, to represent the passenger before the competent national enforcement body where necessary, and to provide the airline with the passenger's bank details so that the compensation is paid to the passenger.
That authority is accepted electronically when the corresponding box is ticked on the claim form, and constitutes an electronic signature within the meaning of Regulation (EU) No. 910/2014 (eIDAS). It is intended to be relied on by the airline as written authorisation without a separate or notarised power of attorney; a paper authority will be signed only where an airline or a court requires one. The authority is not an assignment: the claim, and the compensation, remain the passenger's, and it may be revoked in writing at any time.
The passenger confirms, on submitting a claim, that they are the passenger or are otherwise entitled to the claim, that the claim has not been assigned to anyone else, and that no parallel claim for the same disruption is in progress.
The airline pays the compensation directly into the passenger's own bank account. The account (IBAN and account holder) is provided by the passenger when the claim is submitted and is passed to the airline with the claim. Quiescence does not receive, hold or handle the passenger's compensation, and deducts nothing from it.
The passenger is responsible for providing a correct account in their own name, for keeping it up to date (it can be corrected at any time from the private tracking link), and for informing us if the airline pays or contacts them directly.
The claim service is provided on a no win, no fee basis. Checking a flight and submitting a claim are free, nothing is charged at submission, and no fee is due if no compensation is obtained.
Where compensation is obtained, our success fee is 20% of the compensation obtained, plus applicable VAT. VAT is charged at the Spanish rate of 21%, so the total is 24.2% of the compensation, VAT included:
VAT is shown at the Spanish rate because the service is supplied from Spain. The VAT applicable to a particular customer may differ depending on their country of residence and tax status — for example, a business customer with a valid EU VAT identification number is invoiced under the reverse-charge mechanism, and supplies to customers established outside the European Union may fall outside Spanish VAT. The fee itself — 20% of the compensation obtained — does not change; the VAT actually applied is stated on the invoice.
The fee is calculated only on the amount actually recovered, is invoiced once the compensation has been obtained, and is payable once the airline has paid the passenger. It is collected by card or SEPA Direct Debit through our payment provider (Stripe), either from a payment method saved beforehand — saving a payment method is never a charge — or through a secure payment link. There are no registration fees and no hidden charges. Where an invoice must be addressed to a company or a specific tax identification number, those details must be given when the claim is submitted; the invoice recipient is fixed by them and cannot be changed afterwards.
A claim may be cancelled free of charge within 24 hours of its registration (registration being the moment the claim is submitted and a reference is issued).
A claim can be cancelled at any time from the private tracking link sent with the confirmation email. That page states exactly what cancelling will cost — or that it costs nothing — and requires an explicit confirmation before anything happens. Cancellation requests may also be sent to us by email, quoting the claim reference.
After that period the passenger may still withdraw the instruction. If the instruction is withdrawn after those 24 hours but before the compensation has been recovered or the airline has agreed to pay it, a fee of 5% of the compensation claimed, plus applicable VAT applies — 6.05% including Spanish VAT at 21% — to cover the costs of opening the claim with the airline and of handling its cancellation:
As with the success fee, the VAT applicable to a particular customer may differ depending on their country of residence and tax status, and the VAT actually applied is stated on the invoice.
If, at the moment of cancellation, the compensation has already been recovered or the airline has already agreed to pay it, the agreed success fee applies instead of the cancellation fee. If no compensation is obtained, no success fee arises.
Because the fee is charged only on compensation actually recovered, there is normally nothing to refund where a claim does not succeed. We nevertheless refund the fee where an amount has been charged in error, twice, or in excess of the amount due, and where a claim was cancelled within the 24-hour period and a charge had already been taken, in which case the fee is refunded in full. Refunds are made by the same payment method used for the fee, and one refund is processed per claim. Refunds are handled without undue delay once verified; the time taken to appear depends on the passenger's bank or payment provider.
This section concerns the refund of our fee. Any refund of the ticket itself by the airline is a separate statutory right.
Our services may use information obtained from public sources, government and institutional databases, airlines, airports, service providers, third-party databases or other external sources.
Although we seek to provide useful and reliable information, we do not guarantee that third-party information is complete, accurate, current or available at all times.
Certain features or services may be subject to fees, subscriptions, usage-based pricing, commissions or other charges. Any applicable price, commission or fee will be disclosed before the user becomes liable for the relevant charge and may be subject to additional service-specific terms.
Where applicable, statutory consumer rights, withdrawal rights and other mandatory protections shall apply in accordance with applicable law.
The Service may include advertising, affiliate links, sponsorships or promotional content. Such content will be identified where required by applicable law.
You agree not to:
Unless otherwise stated, the Service, software, source code, databases, interfaces, branding, logos, content, design, reports, documentation and associated materials remain the property of Quiescence or its licensors and are protected by applicable intellectual property laws.
Nothing in these Terms transfers ownership of intellectual property to the user. Users receive only the rights expressly granted through the relevant Service or applicable agreement.
We aim to maintain reliable service availability but do not guarantee uninterrupted, error-free or continuous operation. Maintenance, updates, security measures, infrastructure failures, third-party dependencies or circumstances beyond our reasonable control may affect availability.
Features, functionality, interfaces, data sources and available services may be modified, replaced or discontinued over time.
To the maximum extent permitted by applicable law, the Service and its information are provided on an "as is" and "as available" basis.
We do not guarantee that information, reports, automated results, databases or third-party data will always be accurate, complete, current, uninterrupted or suitable for a particular purpose.
Nothing in these Terms excludes or limits any warranty, statutory right or consumer protection that cannot lawfully be excluded or limited.
To the maximum extent permitted by applicable law, Quiescence shall not be liable for indirect, incidental, special or consequential losses arising from the use of, or inability to use, the Service.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability that cannot legally be excluded in relation to consumers.
Users are responsible for the information they provide to the Service and for their use of information, reports, analytical results and other outputs. Users should independently verify information where a decision may have significant legal, financial, operational or other consequences.
We may suspend, restrict or terminate access to a Service where reasonably necessary for security, legal compliance, maintenance, operational reasons, non-payment where applicable, or violations of these Terms.
Where required by applicable law, users will retain any rights arising from services already purchased or contracts already entered into.
We may modify the Service or these Terms from time to time. Updated Terms will be published on the relevant website with an updated date.
Where applicable law requires express acceptance of material changes, such acceptance will be obtained before the changes become binding.
These Terms shall be governed by the applicable laws of Spain and the European Union, without prejudice to any mandatory consumer-protection provisions that may apply.
Where the user is a consumer, any mandatory rights concerning applicable jurisdiction, dispute resolution or consumer protection shall remain unaffected.
Questions regarding these Terms or our services may be directed to:
support@quiescence.eu