This Refund Policy explains when and how you can request a refund for paid services purchased from Air Service Line LLC. The policy is intended to be fair to both sides and meets or exceeds the protections required by US and EU consumer law.
1. Free content
The vast majority of our website is free - articles, guides, scripts, checklists and email templates. There is nothing to refund for free content. If you've found a mistake in a free guide, please tell us at help@airserviceline.com so we can fix it.
2. Paid services we offer
- Written claim package - drafted letter and supporting documents you send to the airline.
- 30-minute consultation - one-to-one call with a case specialist.
- Managed case follow-up - we email the airline on your behalf for up to 60 days.
- Regulator complaint filing - prepared and submitted to DOT, CAA, ENAC or equivalent.
3. Standard refund window
3.1 Before work begins
You can cancel any paid service for a full refund within 14 days of purchase, as long as we have not yet started work on your case. To cancel, email help@airserviceline.com with your order number and the words "cancel order". We process cancellations within 3 business days.
3.2 After work begins, before delivery
If we have started work but not yet delivered (for example, we have reviewed your documents but not sent the claim letter), you can cancel and we will refund 50% of the fee. The retained portion covers analyst time already spent.
3.3 After delivery
Once a service has been fully delivered (claim letter sent, consultation completed, complaint filed), it is not refundable. This is because the work, by its nature, cannot be undone.
4. Service-not-as-described
If a delivered service does not match the description on our website - for example we promised a regulator filing and instead only sent an airline letter - you may request a redo at no extra cost or a full refund. Send the request within 14 days of delivery with a clear description of the issue.
5. Service quality issues
If you believe the work was substandard (for example, factual errors in the letter, wrong regulation cited), tell us within 30 days. We will review and either correct the work for free or refund the relevant portion of the fee.
6. Outcome-based refunds
We do not offer "no win, no fee" services. Our paid work is for the preparation and presentation of your case. The outcome - whether the airline pays, partially pays, or refuses - is outside our control and is not a basis for a refund. We are upfront about this at checkout.
7. Non-refundable items
- Consultations that have already taken place.
- Custom legal research already delivered as a written report.
- Government or regulator filing fees passed through at cost.
- Currency conversion losses on cross-border refunds.
8. How to request a refund
Email help@airserviceline.com from the address used at purchase. Include:
- Your order number.
- The service purchased.
- The reason for the refund.
- Any supporting screenshots or messages.
We acknowledge requests within 2 business days and decide within 7 business days. Approved refunds are sent back to the original payment method within 7 business days of approval. Depending on your bank, the funds may take a further 3-10 days to appear.
9. Chargebacks
We prefer to resolve refund issues directly. If you file a chargeback with your card issuer before contacting us, we may pause work on your case until the dispute is resolved. We will respond to the chargeback with our records.
10. EU and UK consumer rights
If you are a consumer in the EU or UK, you may have a 14-day right of withdrawal from the date of purchase under the Consumer Rights Directive / Consumer Contracts Regulations. By starting the service before the 14 days are up, you accept that the right of withdrawal ends as soon as the service is fully delivered. We always honour mandatory consumer protections.
11. Contact
For any refund question, write to help@airserviceline.com or call +1 541-858-7120 (Mon-Fri, 09:00-18:00 PT). For postal contact: Air Service Line LLC, 1600 N Riverside Ave, Medford, OR 97501, United States.