These terms apply to the FRENKY Gate Fee Guarantee, offered by Frenky Goes To B.V. ("FRENKY", "we", "us").

1. What the guarantee covers

FRENKY is designed to fit the free personal item allowance of many airlines. If an airline still charges you a fee at the gate for taking your FRENKY bag on board as your personal item, we refund the gate fee you actually paid, up to a maximum of €70 per claim.

2. Who can claim

The guarantee applies only to FRENKY bags purchased directly at frenky.com. Purchases made through resellers, marketplaces or other third parties are not covered.

3. Conditions

The guarantee only applies if all of the following conditions are met:

• Your airline fare includes a free personal item.
• You take your FRENKY bag on board as your personal item.
• Your fully packed bag stays within the airline's permitted size for a personal item and does not bulge. For airlines with a maximum depth of 15 cm, the packed bag must be compressed to 15 cm.
• The fee was charged at the gate for your FRENKY bag.

The airline's baggage rules at the time of your flight apply.

4. How to claim

Submit your claim within 14 days of your flight via Gate Fee Guarantee. Include:

• A photo or scan of the gate receipt, showing the airline, the amount paid and the date.
• A photo of your bag at the gate, with the FRENKY label visible.
• Your order number.

Claims that are incomplete or submitted after 14 days cannot be processed.

5. Limits

You can submit a maximum of one claim per order. The refund is limited to the gate fee you actually paid, up to €70 per claim.

6. Refund

Approved claims are refunded to the payment method of your original order. We cannot pay out to a separate bank account. We aim to process approved claims within 14 working days.

7. Exclusions

The guarantee does not cover:

• Fees for additional bags, overweight baggage, seat selection or fare upgrades.
• Fees charged because your fare does not include a free personal item.
• Fees charged because the packed bag exceeded the permitted size or bulged.
• Bags purchased outside frenky.com.

8. Assessment

We assess every claim based on the evidence provided. We may ask for additional information if needed. In case of misuse or fraud, we may reject a claim.

9. Changes

We may change these terms. The version that applied on the date of your order applies to your claim.

10. Contact

Questions about the Gate Fee Guarantee? Email us at info@frenkygoesto.com.