Thank you for visiting this Dohop-powered platform. Dohop ehf. (also referred to as "Dohop", "We", "Us", "Our", "Ourselves") is a technology provider (a company registered in Iceland, at Katrínartún 4, Reykjavík, Iceland, with the company registration number is 480904-3030, and the registered VAT number is 85162) who have developed a virtual interline platform ("Platform") facilitating the combining, offering, purchasing and booking of virtual interline itineraries and related travel services in one go through one single interface. 

A booking made via the Platform of a virtual interline itinerary, or as We call it a "Self-Transfer Itinerary", will involve multiple separate booking reservation(s) of one-way / point-to-point tickets. Therefore, in the event of a travel disruption of the Self-Transfer Itinerary, the transport carrier causing the disruption is solely responsible for their own disrupted booking reservation. Thus, for your piece of mind, We highly recommend adding ConnectSure to your booking. The service allows you access to Our customer assistance program where Our agents will advise and assist you in case your Self-Transfer Itinerary has been adversely affected due to a travel disruption by a carrier, subject to the following terms. 

These terms and conditions ("Service Terms") apply to your ("User", "You", "Your", "Yourself") access and use of the Platform and to the services offered and provided by Dohop ("Our Services") via the Platform. We encourage You to study carefully the following terms, as well as Our Terms of Access and Privacy Policy (collectively referred to as "Our Terms") before accessing, using or purchasing Our Services via the Platform. If You do not agree to Our Terms, please do not access or use any of Our Services. Please be aware that, where the context admits, the reference to You in Our Terms shall include and also apply to anyone listed in the same booking as the person making the booking, also referred to as "Travellers".

We provide 24/7 access to Our Dohop Service Centre. Please do not hesitate to reach out to Us at any time, in Your preferred language, via service@dohop.com or by telephone at +44 1200 401410. 

 

1. A DOHOP-POWERED PLATFORM

1. 1. The Platform brings together traders and consumers in one place, where traders (i.e., transport carriers and/or other third-party traders, collectively referred to as "Service Providers") can promote and sell their individual services and products (collectively referred to as "Services"). The Platform facilitates the combining and offering of Services, giving the consumers a cost effective and convenient choice and flexibility to search, combine, compare, choose, purchase and book in one go a variety of schedules and routings and related travel services, that else could only be booked separately. We refer to completed and confirmed booking orders of Your entire route, along with additional services, made via the Platform as "Booking(s) ".
   2. We only provide and are responsible for the Platform and Our Services. If You wish to use Our Platform to access content and search for combinations of content, please read Our Terms of Access. By continuing to access and use Our Platform, You agree to accept the Terms of Access. Do NOT continue to use the Platform if You do not agree with them.
   3. If You wish to use the Platform to purchase and make a booking You must have the legal capacity and sufficient age do so, be legally competent in all other respects to enter into binding legal agreements. You may only use the Platform to search for legitimate travel deals, not to make any false, fraudulent or speculative reservation or any reservation in anticipation of demand. A standard booking fee will be charged by Us for the processing of the Bookings made via the Platform ("Standard Booking Fee"). 
   4. It is your responsibility to ensure that all details provided to Us relating to Yourself and all Travellers listed in the same Booking — including Your payment details — are correct and complete, and that You have provided all information relevant to enable the booking, purchase and performance of the service requested. In the event that any of the details submitted by You should change in the interim, You must inform Us of this immediately. In addition, You must ensure that any other travellers listed in the booking take note of all the information, including information regarding the applicable terms and conditions, documentation and any other communication between Us and Yourself. All information provided to You by Us will be regarded as having been transmitted to the other Travellers, on whose behalf the Booking has been made. You further represent that You have obtained all the necessary legal authorisation and consent from the other Travellers listed in the Booking to act on their behalf, including but not limited to, accepting these Terms, as well as other applicable terms and conditions of Service Providers, and providing their personal data. As the person making the Booking, You are responsible for the actions and behaviour of the Travellers listed in the same Booking as You.
   5. Any other Services than Ours that may form a part of Your Booking are provided, owned, controlled and made available by the relevant Service Providers who are responsible for it. Thus, the Booking is made directly with the relevant Service Provider named on the booking page. The Service Provider´s terms and conditions, rules and restrictions and policies apply to Your purchase, booking and use of their Services, so You must agree to and understand those terms before completing the Booking via the Platform. Your interaction with any Service Provider, accessed through the Platform, is at Your own risk. In the event of complaints regarding (the booking or performance of) the reserved Services, You can only challenge the Service Provider(s) performing those Services on the basis of the relevant terms and conditions, who is solely responsible and liable for its Services offered and booked via the Platform. You agree to address and resolve these with the relevant Service Provider.
   6. For the avoidance of doubt, We do never act as a travel agent between You and the Service Provider but only as a user interface. We´re not a contractual party to contracts between You and the relevant Service Provider and are not involved in the third-party terms. We bear no responsibility or liability (to the fullest extent permitted by law) for the Services of Service Providers.
      
      

2. A SELF-TRANSFER ITINERARY

1. 1. A Booking of a Self-Transfer Itinerary will be a combination of multiple separate one-way/ point-to-point and/or return transport tickets  from various transport carriers, or "Trips" as We call them. You´ll therefore be making two (or more) separate booking reservations. Each Trip involved in the Self-Transfer Itinerary is subject to its individual terms and conditions, rules and restrictions and policies and the relevant transport carrier will only be aware and responsible towards You for the individual Trip, or booking reservation, made with them. This applies regardless of whether the Self-Transfer Itinerary includes Trips with the same or multiple transport carriers. If You have any special requests, such as PRM and/or Family Seat requests (or any requests of a similar nature) please direct any such request to the relevant Service Provider
   2. When combining multiple Trips into a Self-Transfer Itinerary, We use our best knowledge and historical data (including but not limited to the airport´s minimum connection time,, type of flight, airline etc.) to determine the minimum connection time ("MCT")  sufficient time to transfer in between the arrival of the earlier Trip and the departure of a later Trip of the Self-Transfer Itinerary. As we all know, anything can happen when travelling and therefore We cannot guarantee that in all cases the MCT will be sufficient for the self-transfer. 
   3. No-Checked-Bag Itinerary is a Self-Transfer Itinerary that has a transfer/connection time that is shorter than the recommended MCT as per Clause 2.2. If You are offered a No-Checked-Bag Itinerary, it is clearly identified and communicated to you during the booking process before You make the Booking. Due to the short MCT it is unlikely that You will have sufficient time to transfer with checked baggage in case You need to recheck-in baggage between Trips of the itinerary. We will not offer you the possibility to add checked baggage to a No-checked-Bag Itinerary. Please be aware that if Your No-Checked-Bag includes ConnectSure, and You later add checked baggage to the itinerary directly with the relevant carrier, ConnectSure does not apply and We will not provide You with any of the ConnectSure fulfilments as further specified in Clause 6.1.
   4. As the term "self-transfer" may suggest, there are few things You should be aware of when Booking a Self-Transfer Itinerary consisting of multiple separate Trips: 
      1. checked baggage will not automatically be transferred to the later Trip of the Booking. It will need to be collected upon arrival and re-check-in for the later Trip.
      2. it might be necessary to recheck-in for the later Trip of the Self-Transfer Itinerary, change terminals, and go through security control and customs again at the transfer airport/station;
      3. the necessary travel documents and requirements may vary depending on the carrier´s policies, country of departure, transit/connection country or region, country of destination and visa/passport status and You are fully and solely responsible for ensuring that You (and anyone listed in the same Booking) have the correct and valid travel documents and comply with any entry requirements;
      4. transport schedules (times, numbers and routes notified at the time of booking) are regularly subject to amendments and changes. You are solely responsible for checking each Trip's definitive and actual transport schedule;
      5. the help and/or options that a transport carrier may offer in case of a change or travel disruption of their Trip will depend on the transport carrier´s policies and applicable law. Please be aware that the statutory rights a passenger may have in the event of disruption by a transport carrier are limited to the disrupted Trip concerned, and do not extend to the entire Self-Transfer Itinerary Booking. The Booking is not a single connecting booking reservation, so transport carriers are not responsible for and have no obligation to cover any other booking reservation that might form a part of the Self-Transfer Itinerary. 
   5. If You Book an unprotected Self-Transfer Itinerary via the Platform, without ConnectSure, please contact directly the relevant transport carrier if You wish to make any changes to or modify Your booking reservation with them (e.g., change or cancel any transport carrier reservation/Trip(s) concluded in the Self-Transfer Itinerary, add checked baggage, seek a refund, etc). Your alternatives and options will be based on the relevant transport carrier´s terms and conditions, rules and restrictions and policies. Please be aware that whereas the Self-Transfer Itinerary includes multiple separate booking reservations, different tickets-types of the same transport carrier may have different restrictions or include different services. Therefore, it is essential that You read the full details provided during the booking process when You make a Booking via the Platform. Additionally, You´ll bear full responsibility for the changes/modifications You make and any adverse effect it might have on the Self-Transfer Itinerary or any other Trip(s)/booking reservations included in the Booking. For Your information, most transport carrier´s tickets offered via the Platform are non-changeable and  non-refundable. 
      
      

3. SERVICE BUNDLES

1. 1. When booking a Self-Transfer Itinerary on Our Platform, We offer You to include service bundles to Your Booking. The scope and protection provided by the service bundles differ depending on whether You opt to purchase ConnectSure or choose to upgrade to the plus plan, called ConnectSure Plus. The fee for the service bundles offered by Us, or as We call it the "ConnectSure Fee", shall be displayed or otherwise communicated to You within the offer in the booking process. 
   2. A contract for the provision of ConnectSure or ConnectSure Plus is concluded between You and Us, and will come into existence, upon completion and confirmation of a Booking; at which point You receive a confirmation email from Us including a confirmation number. You may add to or upgrade Your Booking to include ConnectSure or ConnectSure Plus up to 48 hours before the departure of the first Trip in Your Self-Transfer Itinerary by contacting the Dohop Service Centre.
   3. THE 14-DAY WITHDRAWAL PERIOD. If You are a consumer i.e., any natural person acting for purposes outside its trade, business, craft or profession, You have the right to withdraw from a contract within the period of 14 days of the conclusion of the contract without giving any reason according to directive 2011/83/EU. The right of withdrawal lapses after the service has been entirely performed, if the performance has begun with Your prior express consent, and with the acknowledgement that You will lose Your right of withdrawal once the contract has been entirely performed by Us. Therefore, the following withdrawal rights apply:
      1. You have the right to withdraw from the contract formed between You and Us for the ConnectSure services within the period of 14 calendar days (including bank holidays, weekends etc.) without giving any reason. The period will expire after 14 calendar days  from the day of the conclusion of the ConnectSure contract or when the ConnectSure service has been entirely performed by Us, whichever happens first. LAPSE OF RIGHT: PLEASE BE AWARE THAT GIVEN THE CHARACTER AND NATURE OF THE CONNECTSURE SERVICES, THAT BEGINS WITH YOUR EXPRESS CONSENT IMMEDIATELY AFTER YOU HIT THE “BOOK & PAY” BUTTON, NO RIGHT OF WITHDRAWAL SHALL APPLY WITHIN 48 HOURS PRIOR TO THE SCHEDULED DEPARTURE OF THE FIRST SEGMENT OF THE CUSTOMER´S ITINERARY, REGARDLESS OF WHETHER THE 14-DAY WITHDRAWAL PERIOD IS STILL ACTIVE.

To meet the withdrawal deadline, it is sufficient for You to send Your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired. To exercise the right of withdrawal, You must inform the Dohop Service Centre of Your decision to withdraw from the ConnectSure contract by an unequivocal written statement, e.g., by a letter sent by post, fax or email. A model withdrawal form can be found in Annex I to these Terms.  

If You withdraw from the ConnectSure contract, We will refund You the amount of the ConnectSure Fee, without  undue delay and, in any event, no later than 14 days from the day of receiving the notification from You. We will use the same means of payment as used for the initial transaction for the payment of the ConnectSure Fee. You will not incur any fees for the issue of a refund of the ConnectSure Fee.

2. Please be aware that the right  to withdraw from a contract only applies to the contract formed between You and Us regarding the ConnectSure service and ConnectSure Fee. Given the character and nature of the service provided by Us in relation to the use of the Platform and processing of a Booking made via the Platform, that We charge a Standard Booking Fee for, the 14-days withdrawal rights shall not apply, even if You are a consumer residing in an EU member state. This is due to the fact that the performance of the booking service, that the Standard Booking Fee is charged for, starts immediately after completion of Your Booking, i.e., before the expiration of the 14-day withdrawal period according to directive 2011/83/EU on consumer rights. Thus, You acknowledge and agree that by clicking the "Book & Pay" button, You explicitly consent to and request for the immediate provision of the booking services and therefore a lapse of the withdrawal right. Therefore, PLEASE BE AWARE THAT NO RIGHT OF WITHDRAWAL SHALL APPLY WITH REGARDS TO SERVICE PROVIDED BY US IN RELATION TO YOUR USE OF THE PLATFORM AND PROCESSING OF BOOKING AND THE STANDARD BOOKING FEE CHARGED FOR IT i.e., the Standard Booking Fee is non-refundable in all cases.

Additionally, any extra services purchased as part of a booking, including but not limited to seat selection, baggage allowance, and other ancillary services available at the time of booking or introduced thereafter, are non-refundable. This applies regardless of whether the booking is Basic, includes ConnectSure, or ConnectSure Plus. Furthermore, the ancillary service fee(s) is/are also non-refundable in all cases.

4. Occasionally, the protection service offered as part of a service bundle is underwritten by VIS, a third-party insurance entity. We refer to it as Connection Insurance. During the booking process, it is clearly identified and communicated to You whether the service bundle offered to You includes a Connection Insurance or ConnectSure protection service. Please be aware that, in case the service bundle includes Connection Insurance, the insurers terms and policies apply and not Our Terms. You will have to acknowledge and agree to those terms before completing the booking. Further Information on Connection Insurance can be found here: Connection Insurance IPID and terms and conditions.

VIS is authorised and regulated by the Icelandic FSA and full details of VIS can be found by visiting https://vis.is. We have concluded a collaboration agreement with VIS, in accordance with which We take care of xxx on behalf of the insurance entity, who has appointed Dohop ehf. as its insurance agent, in accordance with the Directive on insurance distribution (EU) 2016/97, in relation to the Connection Insurance. VIS is covered by the Icelandic Financial Services Compensation Scheme. The Customer may be entitled to compensation from the scheme in the unlikely event that VIS cannot meet its obligations. Further details can be obtained from https://en.fme.is/.

 

4. ConnectSure

1. 1. ConnectSure is a unique discretionary service which allows You to participate in Our customer assistance programme ("Customer Assistance Programme"). ConnectSure applies if a transport carrier significantly changes, cancels, or delays one of the Trip(s) of the Self-Transfer Itinerary, causing You to miss a later Trip included in the same Booking ("Travel Disruption"). 
   2. ConnectSure can be activated by contacting Our agents at the Dohop Service Centre, who will confirm whether ConnectSure applies to Your situation. If so, You will be granted access to Our Customer Assistance Program under which You may seek assistance and advice from Our agents regarding possible provision of services provided by Us at Our absolute discretion. Thus, under the Customer Assistance Program, We will suggest an alternative transport option compatible with the missed Trip of the Booking, or as we call it "Alternative Transport". Upon Your request, We also reserve the right to offer You other assistance at Our own discretion under which We will reimburse related extra expenses that have been pre-approved by Our agents ("Approved Expenses"). The Alternative Transport and additionally covered expenses, We offer You will depend on how the disruption affects Your itinerary, Your ability to board the next Trip in Your Self-Transfer Itinerary and the cost, duration, flight class and ancillaries of the adversely affected latter Trip of the Self-Transfer Itinerary. Please get in touch with our agents who will confirm what We consider moderate related Approved Expenses. For Your information, this may include, but is not limited to: Accommodation cost for up to 100 EUR per person due to a necessary overnight stay; public ground transportation costs that We, in Our sole discretion, deem reasonable in case the Alternative Transport departs from a different airport or station or in relation to transport to/from an accommodation due to a necessary overnight stay; and expenses for food and beverages up to 15 EUR per person if a wait at the airport/station exceeds 4 hours. 
   3. If You and Our agents come to the mutual conclusion that finding Alternative Transport doesn´t work for You, We may at our own discretion, be able to assist You in getting a reimbursement for the unused adversely affected part of Your Self-Transfer Itinerary according to the original booking, even if the carriers don´t provide it. 
   4. We reserve the right to provide You, under Our sole and exclusive discretion, with more favourable terms and conditions of the ConnectSure services or any other services provided under the contract concluded between Us and You, than those We stated under Our Terms. We may do so on an individual basis or within any time- and/or territory-limited campaign, but always without any prejudice to the future treatment of You or any other of Our customers, or without establishing the binding practice prevailing the rules set forth herein. At any time, We may cease to provide or modify such beneficial treatment under Our sole and exclusive discretion, nevertheless, without affecting the benefits already provided. 
      

5. ACTIVATION OF ConnectSure

1. 1. If Your Self-Transfer includes ConnectSure, always contact Dohop Service Centre before making any amendments to Your Booking, regardless of whether You are experiencing a Travel Disruption or simply wish to change or update Your Self-Transfer Itinerary or contact details. We need to be aware of any and all changes and updates to be able to assist You. 
   2. In case of a Travel Disruption, please follow these steps:
      1. Contact Dohop Service Centre as soon as possible after finding out about the Travel Disruption to get Our agent’s assistance and advice in relation to Alternative Transports and, when applicable, Acceptable Expenses;
      2. Upon confirmation of Your choice, Our agents will either advise You to contact the transport carrier causing the Travel Disruption, or offer to contact the carrier Ourselves, to claim the rights You might have. This may include rebooking or reimbursement for the disrupted Trip of the Self-Transfer Itinerary as per the carrier´s policies and applicable law;
      3. To arrange the Alternative Transport Our agents will either:
         1. guide You through phone, text, email or chat on how, what and where to book and purchase the Alternative Transport option and ask You to initially cover the resulting additional cost. We reserve the right to offer You a fulfilment of the additional cost initially covered by You, at Our sole discretion, which Our agents will guide and assist You on how to pursue and receive. Please be aware that You may be asked to provide related receipts and support document in order to verify Your request; or 
         2. send Our suggested option to You through email or text message via plan3, Our third-party service provider. By responding to the email/text and choosing the relevant link of the suggested option You wish to book, You confirm and complete a Booking of the Alternative Transport without further action needed;
      4. If You and Our agents come to the mutual conclusion that no Alternative Transport option works for You, We may at Our own discretion, be able to assist You in getting reimbursement for the unused adversely affected part of Your Self-Transfer Itinerary, even if the carriers do not provide it. 
   3. Please use the confirmation number provided in the summary email sent to You at all times when contacting the Dohop Service Centre. It is Your responsibility to maintain contact with Dohop Service Centre and to respond to all communications either by email or phone when making use of the Customer Assistance Programme. We make at least 2 attempts by telephone and/or email to reach You. If We are not able to reach You on the contact details provided to Us by You then We assume You have rejected Our suggested Alternative Transfer and decided to make Your own unapproved arrangements at Your own cost. We will not be liable for any cost resulting from the aforementioned. If You are unable to contact us, after making reasonable and evidenced attempts to do so, We will reimburse You in respect of the full amount of the unused portion (i.e. the later Trip missed due to the Travel Disruption) of Your Self-Transfer Itinerary as stated in the Booking. 
   4. All reimbursements provided as part of the services will be based on receipts and You undertake to make every effort to keep the claim as low as possible, avoiding any expenses of any non-essential or additional services or upgrades. We will use the payment method provided by You to issue the reimbursement. You represent and warrant that the payment information provided is accurate and You are authorised to use the payment instrument. We convert reimbursement amounts in foreign currency using the exchange rates on the day the correct records and payment information are received. The exchange rate applicable is the official exchange rate (mid-rate) recognised by the Icelandic Central Bank for the conversion of such foreign currency (rounded up or down by Us), as applicable on the date when We convert the currency, unless Your acquired the currency to pay the costs at a less favourable rate. We may deduct the following cost for Your reimbursement amount: i) the cost for the cross-border transfer of benefits; and ii) for particular transfer forms that the Customer requested. Incorrect payment information may result in Us being unable to issue the refund and/or affect the amount You receive, as the exchange currency rate on the day We receive the correct information will be used, not the currency rate on the day the incorrect information was received. Any and all additional cost in relation to the provision of incorrect payment information must be borne by You. 

 

6. SPECIFIC LIMITATION ON ConnectSure

1. 1. The provision of ConnectSure is at Our absolute discretion and We will only provide You with any of the ConnectSure fulfilments in circumstances where a Travel Disruption of the first Trip of the Self-Transfer Itinerary, caused by the relevant transport carrier, adversely affects the rest of the itinerary. Thus, ConnectSure does not apply and We shall not provide You with any of the ConnectSure fulfilments in any other circumstances, including but not limited to circumstances where:
      1. The Travel Disruption in question is caused by extraordinary circumstances that neither We nor the transport carrier(s) could prevent. This includes but is not limited to, extraordinary situations that affect the operations of the third parties involved in the completion of the carriages e.g., strikes or significant limitations that affect the operation of the carrier or an airport/station, bankruptcy and/or insolvency or termination of at least 50% of all carriages of the carrier or any other effect which significantly limit or disable the carrier to provide its services. 
      2. Your own fault (or the fault of a person listed in the same Booking as You) is to blame, including but not limited to; i) failing to ensure that all Travellers of the Booking are travelling with all relevant and valid travel documents required to be provided for the Self-Transfer Itinerary—whether to the carrier, country of departure, transit countries, or country of destination; ii) changes or updates of the Self-Transfer Itinerary or contact details, made directly through the carrier by You or any Travellers of Booking without Our knowledge or approval; iii)  travelling with or trying to add directly with a transport carrier a checked baggage to a No-Checked-Bag Itinerary directly with the relevant transport carrier on a No-Checked with checked baggage or adding a checked baggage to a No-Checked-Bag Itinerary directly with the relevant transport carrier or This includes the situation where You, or anyone travelling with You, add or bring a baggage to a No-bag-itinerary; iv) making Your own alternative arrangements that have not been approved by Our agents; or v) any of the Travellers are deemed unfit to travel, voluntarily fails to board, is offloaded from any Trip, etc.; vi) failing to fulfil Your obligations to maintain contact with Us,  are uncontactable and/or fail to respond to Our communications and/or fail to follow the procedures as set forth in Our Terms;
      3. The Self-Transfer Itinerary is adversely affected, including a situation where a later Trip of the Self-Transfer Itinerary is missed, due to the act or omission of third parties other than Us or the transport carriers´, including but not limited to; i) a delay in collection or re-check in of baggage or Yourself; ii) situations related to security or customs etc.;
      4. You and all Travellers on the same Booking, should reasonably have made Your Self-Transfer connection;
      5. If You purchase and add ConnectSure to Your Self-Transfer Itinerary Booking post Travel Disruption. 
   2. In case the service bundle offered with the Self-Transfer Itinerary via the Platform includes Connection Insurance, the insurers terms and policies apply, and not ConnectSure or Our Terms.  Further Information on Connection Insurance can be found here: Connection Insurance IPID and terms and conditions.
   3. If You have activated ConnectSure and We have provided You with its fulfilments, it will not apply to a travel disruption by the carrier of the Alternative Transport.
   4. We will not be liable for any cost if You choose not to travel on any of the Trips listed in Your Self-Transfer Itinerary Booking or any Alternative Transport rebooked by Us.
   5. Any and all services provided under ConnectSure must be pre-approved by Our agents, and after they agree to provide a service, We will reimburse expenses pursuant to Our Terms. Until confirmation is received by You from Us, We are not obligated to perform any services under the Customer Assistance Programme and are not liable for any expense made by You.
      

7. ConnectSure Plus

1. 1. If You wish to add further protection and flexibility to Your Booking, We suggest that You upgrade to Our plus plan service bundle called ConnectSure Plus. The additional services included in ConnectSure Plus service bundle may vary and will be highlighted at the time of booking each time. 
   2. In addition to the standard assistance specified in clause 4 of Our Terms, the upgraded services will either include:
      1. higher allowance of Approved Expenses:
         Accommodation cost for up to 200 EUR per person due to a necessary overnight stay; higher public ground transportation costs that We, in Our sole discretion, deem reasonable in case the Alternative Transport departs from a different airport or station; and expenses for food and beverages up to 100 EUR per person if a wait at the airport/station exceeds 4 hours; or
      2. other third party services provided by third party Service Providers. 
   3. Please be aware that as per the basic ConnectSure services, the upgraded service includes a protection service, either as ConnectSure or Connection Insurance. When the protection service included in the plus plan is ConnectSure (not the Connection Insurance), the terms and conditions set forth in these Terms, shall govern and apply the protection service provided by Us. In case the protection service offered as part of the upgraded service bundle is underwritten by a third-party insurance entity, as specified in Clause 3.4 the insurers terms and policies apply with regards to the submission of receipts and claims for reimbursement and all compensations will be subject to the same conditions and verifications as specified there. . 
   4. Where the additional services are provided by third party Service Providers, other than transport carriers, the relevant Service Provider´s terms and conditions, rules and restrictions and policies will apply to Your purchase, booking and use of their Services. You will have to accept those before completing a Booking and clause 1.3 and 1.4 further applies to third party Service Providers offering their Services as part of the ConnectSure Plus service bundle.
      
      

8. COMPLETION OF A BOOKING

1. 1. A booking is considered completed by You and confirmed by Us when:
      1. You have selected any and all services offered via the Platform that You wish to receive and purchase; 
      2. You have provided any and all required contact, booking and payment information correctly i) so We can process payment for and provide You with Our Services; ii) forward all correct and relevant contact, booking and payment information required to relevant Service Providers so they can process payment for and provide You with their Services; and when necessary iii) so You can be informed, and if necessary, be contacted about Your Booking, and relevant services included in the Booking;
      3. You have studied and accepted to comply with any and all terms and conditions provided during the booking process that are applicable to the services selected and requested by You;
      4. You have fulfilled and effected payment of the Booking and it has been accepted by any and all parties involved in the booking order; 
      5. You successfully finished and completed the online booking process via the dedicated action on the Platform, i.e., by clicking on the "confirmation button" and received a confirmation of Your booking order on the summary page; and
      6. Confirmations have been sent to Your specified email address by i) Us, and ii) each relevant Service Provider. The confirmation sent by Us will include a summary of the separate services purchased by You and all necessary information relating to Your Booking. This may include, but is not limited to; Your Passenger(s) details, Self-Transfer Itinerary details and summary of charges. The confirmation number included in the email is provided solely to enable Us to assist You in case of any communications between You and Us in relation to the Booking and ConnectSure. The confirmation email and number sent by Us shall not serve in any case as an electronic ticket or a guarantee to board a plane, train or other transport services included in the Booking. The relevant transport carrier(s) involved in the Booking will, upon receiving a complete payment, send You a separate booking confirmation(s) with the transport ticket and a confirmation number that shall be used during all communication between You and the relevant Service Provider. 
   2. It is Your sole responsibility to ensure that You have received any and all emails and documents needed for the Self-Transfer Itinerary. In the event that You do NOT receive any of the emails You should immediately contact Our agents via service@dohop.com or by phone at +44 1200 401410. 
      
      

9. PRICE AND PAYMENT

1. 1. The price for Your selected Self-Transfer Itinerary (the "Ticket Price") will be displayed from the start of the search and booking process. The price consists of; i) the price for each fare i.e., each Trip included in the itinerary, plus taxes and charges per person that may apply; and ii) a Standard Booking Fee charged by Us for the use of the Platform and processing of the Booking. When/if applicable, this fee will include any applicable VAT, GST or similar applicable taxes. Please be aware that due to the nature of the services  
   2. As You pass through the booking process, You may wish to add additional services and service bundles to Your booking. Any surcharges and costs for additional services provided by transport carriers, such as check-in baggage, allocated seating, onboard refreshments and online/or airport check-in will be displayed during the booking process, and if chosen by You, added to the basket and charged on top of the Ticket Price (unless it is expressly stated that Your Trip included the extra(s)). Travellers are responsible for obtaining information on such additional surcharges and costs that may be charged by the transport carrier for such additional services. 
   3. As most of us know, prices for airfares and related services are volatile. Thus, the price We receive from Our suppliers and display on the search page before an offer is selected by You may fluctuate and differ a little from the price displayed on the booking process after You have selected it. If the price change exceeds 2%, a notification of the change will be displayed in the booking flow and updated accordingly. If the price change is within that range We will change the price without notification to You and cover the mismatch.
   4. If You wish to protect Your Self-Transfer Itinerary and add ConnectSure to the booking, We will display the ConnectSure Fee within the offer in the booking process and charge You for it upon completion of the booking. Other additional services provided by third party Service Providers that may be involved in the service bundle of ConnectSure Plus may be charged as a part of the ConnectSure Fee. 
   5. At the end of the booking process, before completion of the booking, the total amount to be charged for the selected Self-Transfer Itinerary and any additional services selected by You will be displayed in the basket. This is what we refer to as the "Booking Price". If You wish to get further information on the breakdown of payment due to each entity involved in the booking, this can be further explored by using the "see price breakdown" option placed below the total Booking Price displayed in the basket. By providing Your payment information and completing a Booking by pressing  the "Book & Pay" button, You agree to pay the cost of the Booking Price (including any charges and taxes that may apply) and authorise Us to charge You for the Booking Price. 
   6. The total Booking Price will appear in the currency chosen by You on the Platform. You can select a different currency on the Platform and then the Booking Price will be converted and displayed  in Your new selected currency. All currency conversions are an estimation based on external conversion rate from reliable and widely recognized sources. Please be aware that for many products/services sold via the Platform the currency You will be charged in is not within Our control. Therefore the product/service might be sold in another currency than the one chosen by You for the display of the search result. In case the service/products are processed in a different currency than You have chosen, the actual currency conversion rate will depend on the currency conversion rate of Your bank.
   7. It is Your responsibility to make sure the payment goes ahead on time i.e., that Your bank, debit card or credit card details provided are correct, and that sufficient funds are available on Your account. If Your payment fails for the total or part of the Booking Price, for a reason attributable to an action or omission on Your part (e.g., due to insufficient funds; Your payment was deemed fraudulent by Our fraud detection service; finalising a booking reservation was not possible since some of the information You provided was invalid or missing) You will be in default and We will not be liable in any way. In case of a partially booked itinerary due to aforementioned, You might have to contact the relevant transport carrier to try to cancel the partial booking. If You cannot cancel and receive a refund, We will not be liable, and ConnectSure, ConnectSure Plus and/or Connection Insurance are void. In case of a partially booked itinerary due to a reason outside Our influence (e.g., a technical issue on the side of the transport carrier prevents You booking the whole or part of the Self-Transfer Itinerary) We will help You complete the booking full. However, in this case, We cannot guarantee that the second part/ticket of the Self-Transfer Itinerary will still be available or that the partially completed booking will be refunded by the carrier. Additionally, We will not be liable for any subsequent price increase as a result of payment failure. 
   8. We organise the payment process part for Our Services (i.e., act as Merchant of Record or "MoR") and are therefore responsible for managing Your payment and transaction for Our Services. Generally, We forward Your payment information to each and every Service Provider who will handle the payment process part for their Services directly according to their payment policy which We do not influence and are not responsible for. In some cases where Service Providers struggle with the complexities of electronic payment acceptance (i.e., acting as MoR for their own services) they outsource this responsibility to Us as We have the capability to do so. When this applies, even though We organise Your payment on behalf of the Service Provider, the relevant payment is not kept or owned by Us, but always settled with the relevant Service Provider. We will merely manage Your payment and ensure the completion of Your transaction with the Service Provider. Therefore, the Service Provider will remain the Seller of Record ("SoR") for their Services and will be fully responsible for the delivery, fulfilment, and related liabilities of their Services. 
   9. You have the ability to dispute charges with credit card companies (“chargebacks”). If You have questions or concerns about a charge on Your credit card statement, We encourage You to call Dohop Service Centre and, when applicable, the relevant Service Provider, prior to disputing a charge with Your credit card company. In case You try to recover any amount You paid to Us through the chargeback system with Your bank, and You subsequently lose the chargeback, i.e. Your chargeback request gets denied, We shall have the right to reimbursement of any costs and fees which We were obligated to pay to defend Ourselves against such unsubstantiated chargeback requests. Any such amount will be set off against any amount payable to You.  We retain the right to cancel any order of Our Services in the event of a chargeback related to that booking. 
   10. Dohop, the transport carriers and other third party service providers deem the following chargeback scenarios as improper and retain the right to investigate and rebut any such chargeback claims, including the right to recover costs of such chargeback claims from You:
       1. Chargebacks resulting from non-cancellable Trip reservations in the event that Dohop, the transport carriers and other third-party service providers cannot provide a refund, whether or not the reservation is used;
       2. Chargebacks resulting from charges authorised by family, friends, associates other third parties with direct access to You, the user´s, credit card;
       3. Chargebacks arising from the transport carrier´s (Service Provider´s?) satisfactory delivery of a product or services in a manner that´s consistent with the transport carrier´s product description but that You may no longer need or want;
       4. Chargebacks resulting from force majeure or other circumstances (including the bankruptcy of Dohop, the transport carriers and other third-party service providers) that are beyond the control of Dohop or its affiliates.
          
          

10. DATA PROTECTION

1. 1. If You access and/or use the Platform, please see Our Privacy Policy for more information on privacy and how We might process personal data. If You complete a Booking via the Platform, We will collect Your personal data (and personal data of other Travellers listed in Your Booking) as Data Controllers for the purpose of processing payment for and providing Our Services. We might engage reliable sub-processors to assist Us in providing and supporting Our Services. These sub-processors can exclusively proceed in accordance with Our instruction and We select them diligently. We will process any and all personal data in accordance with applicable data protection laws, including the (EU) 2016/697 General Data Protection Regulation ("GDPR") and regulations and Our Privacy Policy before accepting Our Terms.
   2. Furthermore, We use cookies on the Platform. For more information on how we process Your personal details and how You can choose not to accept the storage of cookies on Your computer, we would like to refer You to our Cookie Policy, which may be amended from time to time
   3. Your personal data and personal data of other Travellers listed in Your Booking collect by Us (as Data Processors) on behalf of Service Providers in relation to the purchase and provision of their Services chosen by You during the booking process, will be provided to the relevant Service Provider(s). Please visit and familiarise Yourself with the relevant Service Provider´s privacy policy/notice for more information on their privacy and how they might process Your and Travellers personal data as their policy/notices will govern their processing as Data Controllers.
   4. If You start a booking process on a Dohop-powered platform, add Your email with the intent to book, but do not complete the booking, you might receive a one-off so-called abandon cart email. Additionally, if You use a Dohop-powered platform to Book a unprotected Self-Transfer Itinerary, We might send You a so called follow up email offering You to upgrade Your Booking by adding ConnectSure to it. Please be aware that according to the GDPR a consent is not necessary as a legal basis for sending such email, whereas it is based on a “soft opt-in”. Soft opt-in is a term for when a company sends marketing emails or texts using the customer data it gathered when that customer bought or expressed intention or interest in a product or service they offer. Please see further details on soft opt-in here: https://ico.org.uk/for-organisations/advice-for-small-organisations/frequently-asked-questions/marketing/#whensoft
   5. We encourage You and all Travellers, to contact Us at gdpr@dohop.com or by other means if You have any questions or would like to exercise Your rights according to the GDPR. 
      
      

11. LIABILITY

1. 1. Subject to cases mentioned in clause 11.6, Dohop is only liable for typical, foreseeable losses or damage arising from Dohop´s material breach of a contractual obligation. Damage is foreseeable if it was obvious it might arise at the time of making the Booking or otherwise entering into the Terms.
   2. To the extent permitted by law, insofar as We fail imputably and You thereby sustains reasonably foreseeable direct losses or damage, Our liability will be limited (weather for one event or series of connected events) to no more than Our Services invoiced by Us in connection to Your purchase of ConnectSure.
   3. Liability limitation:
      1. Our liability for foreseeable damages due to loss of data for which We are generally liable according to clause 10.1 is further limited to the amount for data recovery that would have been incurred even if the Customer had regularly backed up the data in accordance with the risk;
      2. We are not liable for any event reasonably beyond Our control, including but not limited to, any failure or delay in performance of Our obligations or contracts, or any interruption of Our Service that is directly or indirectly due to circumstances that reasonably beyond Our control, also known as a “Force Majeure” event. Circumstances beyond Our control include but are not limited to: Strikes, lock-outs or other industrial action; Civil commotion, riot, invasion, cyber-attack, terrorist attack or threat of terrorist attack, hijacking, war (whether declared or not) or threat or preparation for war; Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disasters, geological or catastrophic event such as volcanic eruption, volcanic ash or pollution, tsunamis; unexpected transport shortcomings such as airline or railway failure, withdrawal of aircraft or train by authorities, infrastructure failure, airport or trains station asset failure, significant limitation of airport/train station operation; Interruption or failure of utility service (including the inability to use public or private telecommunications networks); the acts, decrees, legislation, regulations or restrictions of any government or authority; bankruptcy, insolvency or termination of 50% or more of all transport services of the selected transport carrier or any other effect which significantly limits or disables the selected or operated transport carrier to provide its services and other causes, beyond Our reasonable control. 
      3. We are not liable for business losses, loss of profit or foregone savings and indirect damages or losses;
      4. We are not liable for any act and/or omission of the Service Providers, neither the transport carriers or other third-party service providers, offering and selling their products and services via the Platform as independent contractors/traders, or for the correctness of the information provided these Service Provider(s) (whether via the Platform or otherwise);
      5. We are not liable for damages or any financial or other obligation You or Travellers might incur in relation to circumstances described in clause 6;
      6. We are not liable and responsible for any losses or damages that arises due to the fact that You have not thoroughly studied all that is stated in Our Terms and other relevant terms of Service Providers;
      7. We are not liable for any damage, harm or loss, or any cost You incur, arising out of: Your actions or omissions that are contrary to these Terms or the contract concluded between Us and You; the Service Provider´s terms and contracts concluded between You and a Service Provider; Your exploitation of the Platform; or Your infractions of laws or the rights of a third party; and
      8. Liability for losses or damage against which You are insured and liability for losses or damage that the You or any Traveller sustains while conducting a profession or business are excluded.
   4. The limitations of liability set out in this section apply accordingly in favour of Dohop's directors, employees, representatives and vicarious agents.
   5. These Terms are between You and Us. Nothing in these Terms will entitle any third party to anything.
   6. Nothing in these Terms will limit or exclude Our liability in a way that is not permitted under applicable law, including but not limited to, liability for damages resulting from injury to life, body or health due to Our negligence or in case of fraud or fraudulent misrepresentation. Additionally, You may be protected by mandatory consumer protection laws and regulations, which guarantee You rights that no company´s terms can overrule. If there is any inconsistency between those laws and regulations and Our Terms, such mandatory consumer protection laws and regulations will override. 
   7. You agree to indemnify, defend and hold Us, and Our officers, directors, managers, employees and agents harmless from and against any third party declarations, causes of action, requests, reclamations, losses, injuries, fines, sanctions or other amounts of any kind, including legal and accounting expenses, arising from the Your actions or omissions that are contrary to these Terms or the contract concluded between Us and You; the Service Provider´s terms and contracts concluded between You and a Service Provider; Your exploitation of the Platform; or Your infractions of laws or the rights of a third party.
      
      

12. DISPUTE RESOLUTION, GOVERNING LAW AND JURISDICTION

1. 1. Most disputes can be resolved informally. If You have a query or complaint, please contact Us. You can do this by contacting Our service centre via service@dohop.com; by telephone at +44 1200 401410, by sending Us an ordinary mail (at Katrínartún 4, 105 Reykjavík, Iceland), or by email to notices@dohop.com.  You and We agree to present all disputes in good faith to one another, giving each party enough time to evaluate the query or complaint and respond accordingly, before commencing any court proceedings, as permitted herein. 
   2. These Terms and the Contract between Us and You and any legal relations established under it or derived from it, shall be governed by the law of Iceland and You hereby consent to the exclude jurisdiction and venue of the courts located in Reykjavík, Iceland for the resolution of any disputes, to the extent permitted by mandatory local (consumer) law.
   3. If You are a consumer, You additionally enjoy the standard of protection afforded to You by mandatory provisions of the law of Your country of residence. Thus, if You are a consumer living in a country in the European Economic Area, UK or Switzerland You can also rely on Your national consumer law and You may bring legal action against Us to enforce Your consumer protection rights in connection with the Contract in Iceland or in Your country of residence. Additionally, We may bring legal action against You in the courts of Your country of residence.
   4. Any claims must be notified within four (4) years after You become aware of an event upon which such a claim is based. Any claim arising from Our Services expires after four (4) years. The expiry is measured from the end of the calendar year when the claim can be made. 
      
      

13. MISCELLANEOUS

1. 1. The English version of these Terms is the original. If there´s any dispute about the Terms or any mismatch between various languages, the terms appearing in English will prevail unless local law requires otherwise. 
   2. If any stipulation contained in these Terms is invalid, non-binding, null and void, or subject to annulment, the validity of the remaining stipulations will remain unaffected. To the extent permitted and possible, the invalid or ineffective provision shall be deemed replaced by a provision that is valid and effective and that comes closest to expressing the intention of such invalid or ineffective provision. 
   3. If We do not insist immediately that You do anything required to do under these Terms, or if We delay taking steps against You in respect of the Your breach Our Terms or the contract concluded between Us, that will not mean that You do not have to do those things and it will not prevent Us taking steps against you at a later date.
   4. ConnectSure is not a replacement for travel insurance and You are responsible for making sure that You (and, if applicable, other Travellers) have the necessary travel insurance as You sees fit or may be required under applicable law.
   5. If You´re a resident of the European Economic Area and You´re not happy with the way We handle Your complaint, Pursuant to EU Regulation No. 524/2013, You may be able to complain via the European Commission´s ODR (online dispute resolution) platform (ec.europa.eu/odr). We do try to resolve disputes with You directly, and We´re not obligated to submit to any alternative dispute resolution precures handled by independent providers.
   6. We reserve the right to make changes to and amend Our Services and Our Terms at any time by posting a new version on the Platform. During the booking process, the most recent version of Our Terms will always be displayed and available. Any changes of these Terms shall not affect rights and obligations that arose prior to the effectiveness of the changes. If You do not accept the changes, Your only recourse is to immediately terminate use of Our Platform and Services.

 

Reykjavik Iceland 10th September 2024

 

Annex I

 

Withdrawal form

        

To: 

Dohop Service Centre

Dohop ehf

Katrínartún 4, 105 Reykjavík, Iceland

 

Via email to: service@dohop.com

 

I hereby give notice that I cancel my contract for the supply of the following service: ConnectSure.

 

Confirmation number: [number of the confirmation of the order received via email or summary page]

Ordered on: [date of the Order]

Name: [your name]

Address: [your address]

Date: [today's date]