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This English version is part of the information and contractual terms given to English-speaking customers. If the Hebrew and English versions differ on fees, payments, cancellation rights or other customer rights, the English version prevails for a customer who entered into the service in English.

Privacy Policy

Updated: 8 Nov 2026

Controller of the database: Itamar Avisris, Israeli VAT-registered sole proprietor, VAT ID 35994557 (operating under the trade name FlyBack) · Address: 3 Totzeret Ha'aretz St., Petah Tikva, Israel · Contact: service@flyback.co.il · Phone/WhatsApp: 058-775-9023. Giving us information is your choice and is not required by law, but without it we cannot check eligibility or handle a case.

1. What information we collect

  • Information you give us: name, phone, email, flight and passenger details, documents you upload (tickets, cancellation notices, receipts and, when a payment is made, the details of the account to be credited), and an electronic signature (drawn or a typed name).
  • Information collected only if you choose the small claims route: ID or passport number, full home address (street, number, apartment and town), mobile number and email for each claimant, and, if a claimant is a minor, also the guardian's name and ID number. These details are required in Form 114 of the Israel Courts Administration, which cannot be filed without them, and they are collected only when a case reaches the stage of filing in court, not when a case is opened in the usual way. Giving them is your choice: without them we cannot complete the information fields and annexes in the self-filing kit, and the rest of the service continues as usual.
  • Information created as you use the service: case data, correspondence with the airline, timestamps, IP address and browser details at the time of signing.
  • WhatsApp correspondence: messages you send to our service number (including documents) are kept in a conversation log, to handle your request, improve the service and keep a record.
  • Site usage data: Google Analytics 4 and Google Ads conversion tracking (both loaded through Google Tag Manager), Meta Pixel, and Microsoft Clarity for usability analysis (see section 3). The Google and Meta tools run only after you consent to measurement cookies; Clarity runs for all visitors. No name, phone or email is passed to Google, not even in hashed form: we have deliberately turned off the "enhanced conversions" feature.

2. Why we use the information

To check eligibility, manage the case with the relevant parties, meet our legal obligations, collect the fee under the agreement, measure and market as described in section 3, and improve the service. Unsolicited marketing messages will be sent only with your explicit consent (a separate checkbox), and you can opt out at any time (reply "remove"), in line with section 30A of the Communications Law.

Other passengers on the same flight. To check the accuracy of the information in your case and to handle it, FlyBack may compare, within its own systems, factual data about the same flight across different cases, such as when notice of a change to the flight was given or the reason given for the disruption. This internal comparison is used to check information and handle the case, and does not in itself allow details from your case to be shown to another passenger.

Information from your case will be used to handle another passenger's case, including giving the airline information based on your case as part of another passenger's demand, only after you have given separate and explicit consent on your case page. In such use we will not pass on your name, your booking reference, amounts paid to you or quotes from your personal correspondence. Giving consent is not a condition for receiving the service and does not affect how your case is handled. You can withdraw consent on your case page at any time; the withdrawal applies to new uses from then on.

3. Sharing information with third parties

  • The airline and those acting on its behalf: passenger and flight details, to handle the demand.
  • The small claims court, only if you chose that route: the statement of claim and its annexes, including the identity and address details you gave. You file the claim yourself, at a time you choose; we put together the evidence file and the information to copy into the form, and the passenger writes and files the statement of claim. The bank account details and the fee agreement are not included in the file that is submitted.
  • Infrastructure providers bound by confidentiality: cloud storage and database (Supabase), hosting (Vercel), WhatsApp/SMS messaging (Green API / 019), and technical error monitoring (Sentry, servers in the European Union): when a technical error occurs on the Site, a technical report on the error is sent to it, without the content of the forms you filled in and without identifying details given in them.
  • Measurement and marketing, Meta: if you have consented to measurement and marketing cookies, then when you take actions on the Site (a check, leaving your details, opening a case), hashed identifiers (SHA-256) of email, phone and first name, IP address, browser details and cookie identifiers are sent to Meta, also directly from our server (Conversions API), to measure conversions and for marketing. This does not depend on the ad blocker settings in your browser. If you do not consent, we do not send these conversion events to Meta. You can change your choice at any time on the cookie policy page.
  • Usability analysis, Microsoft Clarity: in the information and marketing areas of the Site, for all visitors, a tool runs that records how you interact with the page (mouse movements, scrolling, clicks and page structure), to find problems and make the Site easier to use. Fields where personal details are entered, and the signature area, are marked in the code as hidden and are not captured. The tool does not run at all on personal case pages, on the payment page or in the admin area. The information is processed by Microsoft. Without consent to measurement cookies, the tool is not loaded at all.
  • Automated processing of messages and documents (AI): the content of messages to the WhatsApp bot, and documents you upload to us (a photo or PDF of a boarding pass, a cancellation notice, or the airline's reply), are passed to an artificial intelligence provider (Anthropic) to read the document, identify the data in it and draft a reply. Under the service terms and data settings applicable to FlyBack's account, the provider is not permitted to use this information to train its models.
  • Transcription of voice messages: a voice message you send us on WhatsApp is passed to a transcription provider (ElevenLabs) only to turn it into text. FlyBack does not keep the audio file in the case after transcription. Processing by the transcription provider, and any temporary storage by it, are governed by our arrangements with that provider. The resulting text is kept in the case and processed like a written message, as described in the previous item.
  • Some of the providers above store or process information outside Israel (the US or Europe); the transfer is subject to contractual protection commitments, as required by the regulations on transferring information abroad.
  • The information will not be sold. Information is shared with third parties for marketing only as described in this section (Meta) or with your consent.

4. Security and retention periods

The information is kept in secure cloud databases (encryption in transit and at rest, access controls, backups). Retention periods: enquiries and leads that did not become a case, 24 months at most; bot conversation log, 12 months at most; customer case records and documents are generally kept for 7 years after the case is closed, where required or reasonably necessary for legal, tax, accounting or dispute-related purposes; account details for crediting, deleted after the payment is made. At the end of these periods the information is deleted or anonymised. The identity and address details given for the small claims route are excluded from the daily backup, and are kept in the database itself only.

5. Your rights

Under the Privacy Protection Law, 5741-1981 (as amended by Amendment 13), you have the right to see personal information about you and, where the conditions in the law are met, to ask that information which is not correct, complete, clear or up to date be corrected or deleted. You may also ask us to delete other information, subject to our legal and legitimate retention obligations. You can also withdraw consent to marketing messages. Contact:privacy@flyback.co.il, reply within 30 days.

6. Cookies

The Site uses cookies that are essential for it to work, and measurement and marketing cookies (Meta Pixel and Google Analytics), which run only after you consent to them, and a usability analysis tool (Microsoft Clarity) that runs for all visitors. You can block cookies in your browser settings; blocking essential cookies may stop the Site from working properly. Please note: server-side conversion measurement (section 3) follows the same choice, even where it does not rely on a cookie.

7. Updates

This policy will be updated from time to time; the binding version is the one published on the Site.