1. Introduction

These are the terms ("Terms") on which Dohop supplies Basic Protection to customers (also referred to as ("Customer", "You", "Your") who have made their booking via Skyscanner. Dohop ehf. (also referred to as "Dohop", "We", "Us", "Our", "Ourselves") is a company registered in Iceland, at Katrínartún 4, Reykjavík, Iceland. Our company registration number is 480904-3030, and the registered VAT number is 85162. We encourage You to study carefully the following Terms, as well as Our Privacy Policy before accessing, using or obtaining any content or purchasing any products or services via the Platform. 

The Terms will become binding upon completion of a booking by a Customer and Our confirmation of receipt of the Customer´s booking and full payment; at which point a contract for the Basic Protection will come into existence and be established between Dohop and the Customer. Such written acceptance shall only be issued by Dohop to the Customer upon receipt of full payment for the booking.

We provide 24/7 access to Our Dohop Service Center. 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. 

2. Booking on a Dohop-powered platform

2.1 The Dohop-powered platform combines multiple one-way/point-to-point reservations from various transport carriers into a unique virtual interlining itinerary (also referred to as a self-transfer itinerary). Therefore, each transport carrier of the self-transfer itinerary will only be aware of and responsible for their own and individual reservation that the Customer has booked with them in case of a disruption. A standard booking fee is charged to the Customer for all bookings made through a Dohop-powered platform to cover operation costs related to each booking.

2.2 It is Your responsibility to ensure that all details provided to Dohop relating to yourself — including Your payment details — as well as those relating to any other travellers listed in the same booking 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 Dohop 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 other communication between Dohop and yourself. All information provided to You by Dohop 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 and providing their personal data. As the person making the booking, You, the Customer, are responsible for the actions and behaviour of everyone listed in the same booking as You.

2.3 When making a booking on a Dohop-powered platform, You will provide personal details relating to all travellers on whose behalf the booking is made for that Dohop will process. All Our processing activities take place in accordance with the EU regulation 2016/679 on the protection and processing of personal data (“EU GDPR”), as well as by Our Privacy Policy, available at https://www.dohop.is/media/content/PrivacyPolicyEN.pdf which shall form a part of these Terms. 

3. The Basic Protection

The Basic Protection is a discretionary service available to Customers who have made their booking via Skyscanner. The Basic Protection provides the Customer with a refund for the second reservation in their self-transfer itinerary if the transport carrier significantly changes, cancels, or delays the first reservation of the self-transfer itinerary, unabling the Customer to attend the second reservation. With Basic Protection the Customer will be entitled to claim a refund for the amount of the second reservation in the self-transfer itinerary, as stated in the booking. It is the Customer's responsibility to maintain contact with Dohop Service Centre and to respond to all communications either by email or phone when making use of the Basic Protection services.

4. Limitation on the Basic Protection

The provision of the Basic Protection is at the absolute discretion of Dohop,  and only applies in circumstances where the Customer is unable to attend the second reservation of the self-transfer itinerary due to a disruption by a transport carrier. If a Customer misses the self-transfer connection for any other reason Dohop will not provide the service and the Basic Protection will be null and void. This includes situations where:

• The disruption in question is caused by extraordinary circumstances that neither Dohop nor the carrier could prevent;
• The Customers own fault (or the fault of other persons listed in the same booking of the self-transfer itinerary) is to blame, including but not limited to, failing to ensure that the Customer or other listed in the booking are travelling with all relevant and valid travel documents required; The Customer has contacted the transport carrier(s) directly, without contacting Dohop Service Centre first, and changed the reservation or contact details;
• The missed second trip is due to the fault of third parties e.g., delay in collection or re-check in of baggage; situations related to security and customs etc.     

The Customer is only entitled to a refund under the Basic Protection but not to other associated expenses or rerouting.

5. ConnectSure and ConnectSure+

To offer the Customer the best possible service and protection when travelling on a self-transfer itinerary booked via Dohop-powered platform, We offer the Customer to upgrade and add ConnectSure or ConnectSure Plus to the self-transfer itinerary during the booking process. The fee for the upgraded service, the ConnectSure Fee, shall be displayed or otherwise communicated to the Customer within the offer in the booking process. This entitles the Customer to participate in the Customer Assistance Programme subject to the DohopTerms. The Customer may upgrade their booking to include these services up to 48 hours before the departure of the first trip in their self-transfer itinerary by contacting the Dohop Service Centre. 

6. Liability

6.1 To the extent permitted by law, the most that Dohop (or any service provider) will be liable for (whether for one event or a series of connected events) is for reasonably foreseeable losses or damages in connection to Dohop´s material breach of these Terms. Damage is foreseeable if it was obvious it might arise at the time of making the booking or otherwise entering into the Terms.

6.2 To the extent permitted by law, Dohop is not liable for:

1. any business losses, loss of profit and indirect damages;
2. actions or omissions of the transport carriers or other third party service provider in connection to the booking made via a Dohop-powered platform;
3. any damages or financial or other obligation of the Customer in relation to circumstances described in clause 4 (Limitation on the Basic Protection).

6.3 The limitations of liability set out in this section apply accordingly in favour of Dohop's directors, employees, representatives and vicarious agents.

6.4 The Customer may be protected by mandatory consumer protection laws and regulations, which guarantee the customers rights that no company's terms can overrule. If there is any inconsistency between those laws and regulations and these Terms, such mandatory consumer protection laws and regulations will override.

7. Dispute Resolution, Governing Law and Jurisdiction

7.1  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

7.2  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.
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.

8. Miscellaneous

8.1 The English version of these Terms is the original. If there´s any dispute about the Terms or any mismatch between the Terms in English and another language, the Terms appearing in English will prevail for the purpose of interpreting the stipulations contained herein unless local law requires otherwise. 

8.2 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.

8.3 If Dohop does not insist immediately that the Customer does anything it is required to do under these Terms, or if Dohop delays in taking steps against the Customer in respect of the Customer breaking this contract, that will not mean that the Customer does not have to do those things and it will not prevent Dohop taking steps against the Customer at a later date,

8.4 14-Day Withdrawal Period. If You are a consumer i.e., any natural person acting for purposes outside its trade, business, craft or profession, the right to withdraw from the contract within the period of 14 days of the conclusion of the contract without giving any reason according to directive 2011/83/EU shall apply. The right of withdrawal lapses if we start providing the service before the expiration of the 14-day withdrawal period with Customer´s prior consent and acknowledgment of the laps of its right of withdrawal. Given the character and nature of the Basic Protection services, the performance of the service 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, Your completion of the booking will be considered as Your acknowledgement, request for and the explicit consent with the immediate provision of the services and a lapse of the withdrawal right.

8.5 These Terms shall apply from the date set at the bottom of the page. We reserve the right to amend these Terms at any time and without prior consultation with Our customers by posting a new version on the platform. 

Reykjavik, Iceland 29 August 2024