Terms and Conditions: HTS Disruption Assistance™ for Azerbaijan Airlines

Hopper, Inc. and its affiliates ("HTS") provide the HTS Disruption Assistance™ service (the "Service") to you through the websites and mobile web pages (the "Sites") of Azerbaijan Airlines ("AZAL").

By purchasing the Service, you acknowledge and agree that you are entering into a binding agreement with HTS, which is the provider of the Service.

The Service is provided subject to and in accordance with the terms and conditions set forth below (the "Disruption Assistance Service Terms"), HTS's Terms of Service applicable to all HTS services and apps, and HTS's Privacy Policy. By purchasing the Service, you agree to HTS's Disruption Assistance Service Terms, Terms of Service and Privacy Policy.

Your use of the Sites is subject to AZAL's Terms of Service and Privacy Policy.

1. 1. Disruption Assistance Purchase Price. The fee to purchase the Service is a service fee and is non-refundable in all cases, with the limited exception stated in Section 6(b)(ii) below.

2. 2. How it works. The Service offers the purchaser ("you") a rebooking service at no additional cost in the event that, within the 24 hours prior to your scheduled departure, (i) the departure time of your original scheduled flight is delayed for more than the time specified to you at purchase and re-stated in your confirmation email or (ii) your flight is canceled by the airline, in each case due to a reason outside your control (each of (i) and (ii), a "Disruption"). If you experience a Disruption, HTS will offer to rebook you on a new flight, or a new connecting flight (as applicable) to your destination at no cost, up to a maximum cost per passenger that will be presented to you at the time of purchase of the Service (a "Service Cap") and subject to the paragraphs below. If no decision to use the Service is made, the Service will expire twenty-four (24) hours after the last flight of your booked trip. A purchased Service may be used for booking multiple new flight(s) in the event you experience multiple Disruptions on an itinerary, subject to Section 7 and the Service Cap, but only one Service Satisfaction Guarantee refund applies per itinerary.

3. 3. Passenger Rights Regimes. Certain jurisdictions, including Canada and the European Union, have adopted laws and/or regulations requiring airlines to compensate passengers in the event of certain cancellations, delays or other disruptions to scheduled air travel (a "Passenger Rights Regime"). You may have rights under these Passenger Rights Regimes even if you do not purchase the Service. For more detailed information regarding the circumstances in which you may be entitled to a refund even if you do not purchase the Service, see AZAL's Carriage Rules.

4. 4. Eligible Reasons for a Disruption. To be eligible to use your Service, the Disruption must occur within twenty-four (24) hours prior to the scheduled departure of the flight in question. The Disruption must also be due to an eligible reason outside of your control. Eligible reasons include, but are not limited to, delays due to airline issues, customs issues or to weather. All determinations of whether a Disruption was due to an eligible reason will be at the business discretion of HTS.

5. 5. Exclusions. The Service does not apply following the earlier of:

   1. A. any event occurring more than 24 hours before your first scheduled departure in which you have requested or are otherwise entitled to compensation from AZAL under AZAL's Fare Rules for any flight or booking subject to the Service; or

   2. B. you making a voluntary cancellation more than 24 hours before your first scheduled departure.

Such events shall not be eligible reasons, and in the event of such event, your purchased Service shall expire immediately.

1. 6. Flight Changes Outside the Service.

   1. A. Voluntary Changes. If you voluntarily change any flight subject to the Service more than 24 hours before your first scheduled departure, the original terms of your purchased Service, including any Service Cap, will apply to your new flight.

   2. B. Involuntary Changes (Airline Initiated).

      1. i. Rebooking by Airline. If AZAL cancels any flight subject to the Service more than 24 hours before your first scheduled departure and you accept a rebooking on a new flight, the original terms of your purchased Service, including any Service Cap, will apply to your new flight.

      2. ii. Cancellation by Airline. If AZAL cancels any flight subject to the Service more than 24 hours before your first scheduled departure and you are not rebooked by AZAL, your purchased Service will be void as described above at Section 5(c), and the fee for the Service will be refunded to you.

2. 7. Things to Know About Booking a New Flight. If you elect to use the Service, HTS will monitor your flight and if you experience a Disruption will notify you to present your options. You will then be able to rebook through HTS on a new flight subject to the following conditions: the new flight must be to the same destination; the new flight may be on any airline, but must be in the same or similar corresponding fare class as the original booking; and you must be able to make it to the gate of the new flight in time to board. HTS is not responsible for ensuring you arrive at the gate on time and will not pay any additional costs if you miss your new flight. If you have checked luggage, you are responsible for coordinating with the original airline to retrieve your luggage before or after your new flight to your destination. HTS is not responsible for any baggage retrieval. If you had checked baggage on your original Disrupted flight, HTS will cover the cost of checking in the same baggage on your new flight, up to the applicable Service Cap. You may be required to contact HTS, in accordance with Section 14 below, to request reimbursement for such costs. s. If for any reason you believe you have experienced a Disruption but have not received a notification from HTS, you can purchase a new flight of your choice, subject to the conditions listed in this Section 7 and ask for a refund from HTS, up to the Service Cap, by using the link sent to you in your confirmation email to contact HTS customer service. You will be asked to provide the booking confirmation of your new flight in order to receive a refund. Alternatively, you can keep your flight and ask for the Service Satisfaction Guarantee as explained in Section 8, also by contacting HTS customer service.

3. 8. Service Satisfaction Guarantee. The Service comes with a satisfaction guarantee, as set forth in this Section. If you are eligible for and elect to use the Service, and you are not happy with the rebooking options offered to you, HTS will refund back to you a percentage of the cost of your original flight ticket(s) (including taxes but excluding any purchased ancillary products such as seats or luggage) for which the Service was purchased. The amount (in percentage terms) of the satisfaction guarantee will be provided to you prior to your decision to purchase the Service, and will also be included in your confirmation email. All refunds shall be paid in accordance with and subject to the terms of Section 9 of these Disruption Assistance Service Terms. The election to receive a guarantee refund shall be in lieu of using the Service; if you elect to receive a guarantee refund, the Service shall be immediately null and void.

4. 9. Getting Refunded. HTS will process your refund to your original form of payment that you used to purchase your Disruption Assistance. If this initial form of refund is unsuccessful in processing, then the alternative process described further below in this Section 9 will apply. Refunded amounts will be processed within ten (10) business days.

   1. A. HTS utilizes Wise to facilitate refunds. These services are subject to the Wise Terms of Service and Wise Privacy Notice, Wise conducts compliance checks in accordance with applicable laws and regulations. Your completion of these compliance checks and receipt of the refund will be subject to direct agreements between you and Wise, without further involvement from AZAL or HTS in the terms of such agreements. Please note that the Services are not supported if you are accessing them from a country that is not supported by Wise, which includes Russia. AZAL and HTS shall not be liable if Wise is unable to process payments due to sanctions, compliance restrictions, or geographic limitations.

5. 10. Who is Included in the Service. The fee to purchase the Service is assessed per flight booking and provides the Service for all passengers included on the travel itinerary at the time of booking, up to the maximum value of the Service Cap per passenger. If there is more than one passenger on the booking, the passenger who made the booking shall determine how to exercise the Service, which shall apply to any other passenger included on the booking.

6. 11. Other Restrictions. If you elect to use the Service, HTS will not be responsible for any fees and costs incurred by you other than the costs of the new flight (including any applicable baggage re-check fees) up to the Service Cap per passenger. The Service does not carry over to any future bookings made with HTS or through AZAL. The Service is only offered on select bookings. HTS reserves the right to deny the purchase of the Service to any customer for any lawful reason (e.g. fraud or misuse).

7. 12. SMS Consent. By purchasing the Service, you hereby consent to receive SMS messages for the purpose of HTS communicating updates to you regarding your purchased Service.

8. 13. Not Insurance. The Service is a guarantee that HTS will rebook you on, as applicable, a new flight to your original destination or a new connecting flight if you experience a Disruption. In the event HTS is unable to provide the Service to your satisfaction, HTS will refund to you a percentage of the cost of your original ticket, in the amounts and in the forms described in these Disruption Assistance Service Terms. HTS provides its customers with the Service to provide a more seamless and flexible travel experience for AZAL customers. The Service Terms are not intended to constitute an offer to insure, do not constitute insurance or an insurance contract, and do not take the place of insurance obtained or obtainable by you.

9. 14. Contact. For any questions, please reach out to HTS customer service via chat from your confirmation email or the Services FAQ page.

Version 1.2; Terms Last Updated: May 13, 2026