TravelSure Terms

Dohop ehf. (also referred to as "Dohop", "We", "Us", "Our", "Ourselves") is a company registered in Iceland, at Katrínartún 4, Reykjavík, Iceland, with the company registration number 480904-3030, and the registered VAT number is 85162. As a travel technology provider Our main goal is, and has always been, to make travelling seamless and simple. 

A travel experience can often be adversely affected in the unfortunate event of a travel disruption, especially if the traveller feels unsupported. We believe that this does not have to be the case. Therefore We created TraveSure, purely for your peace of mind! A disruption support service that allows you to access Our customer assistance program, where Our agents will advise, assist and support you in case your trip 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") purchase and use of the services offered and provided by Dohop ("Our Services"). We encourage You to study carefully the following terms, as well as Our Privacy Policy (collectively referred to as "Our Terms") before using or purchasing Our Services. If You do not agree to Our Terms, please do not purchase 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. WHAT IS TRAVELSURE AND WHEN DOES IT APPLY?

   1. TravelSure is a unique discretionary disruption support service which allows You to participate in Our customer assistance programme ("Customer Assistance Programme"). TravelSure applies if a Trip is cancelled or delayed for more than 3 hours by a transport carrier  ("Travel Disruption"). 

   2. TravelSure can be activated by contacting Our agents at the Dohop Service Centre, who will confirm whether TravelSure 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 the cost, duration, flight class and ancillaries of the adversely affected Trip. 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 disrupted adversely affected Trip 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 TravelSure 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. 

2. ACTIVATION

   1. 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 Trip 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. 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;

      3. 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 disrupted Trip , even if the carriers do not provide it. 

   3. Please use the confirmation number provided in Our 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 two (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 disrupted Trip 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. 

3. SPECIFIC LIMITATION

   1. The provision of TravelSure is at Our absolute discretion and We will only provide You with any of the TravelSure fulfilments in circumstances when a Travel Disruption occurs, i.e., where a transport carrier cancels or delays its Trip over 3 hours. Thus, TravelSure does not apply and We shall not provide You with any of the 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 Trip —whether to the carrier, country of departure, transit countries, or country of destination; ii) changes or updates of the Trip 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 a checked baggage to a No-Checked-Bag Itinerary; iv) making Your own alternative arrangements that have not been approved by Our agents; v) You, or 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 Trip is adversely affected, 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 Trip;

      5. If You purchase and add TravelSure to Your booking post Travel Disruption. 

   2. If You have activated TravelSure and We have provided You with its fulfilments, it will not apply to a travel disruption by a carrier of the Alternative Transport.

   3. We will not be liable for any cost if You choose not to travel on any of the Trips listed in Your booking or any Alternative Transport rebooked by Us.

   4. Any and all services provided under TravelSure 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.

4. COMPLETION OF A CONTRACT 

   1. A contract for the provision of TravelSure is concluded between You and Us, and will come into existence, upon completion and confirmation of a purchase; at which point You receive a confirmation email from Us including a confirmation number. A purchase/booking is considered completed by You and confirmed by Us when:

      1. You have provided any and all required personal and payment information correctly i) so payment can be processed for Our Services; ii) so We can provide You with Our Services; and when necessary iii) so You can be informed and contacted in connection to Our Services;

      2. You have studied and accepted to comply with any and all terms and conditions provided and  applicable to Our Service selected and requested by You;

      3. You have fulfilled and effected payment and it has been accepted. (For the avoidance of doubt, the fee for Our Services offered by Us, or as We call it the "TravelSure Fee", will be displayed or otherwise communicated to You before competition of purchase. By providing Your payment information and fulfilling and effecting payment, You agree to pay the cost of the TravelSure Fee (including any charges and taxes that may apply) and authorise to be charged for the amount displayed); and

      4. Confirmation has been sent to Your specified email address by Us including all necessary information relating to your purchase and Our Services. This may include a confirmation number that is provided solely to enable Us to assist You in case of any communications between You and Us in relation to TravelSure. (Please be aware that it is Your sole responsibility to ensure that You have received any and all necessary emails and documents related to Our Services. 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).

   2. It is your responsibility to ensure that all necessary details provided to Us relating to Yourself (and as may be relevant all Travellers listed in the same booking) - including Your contact and payment details - are correct and complete, and that You have provided all information relevant to enable the completion of purchase and performance of Our Services 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, when applicable, You must ensure that any other Travellers listed in the same 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 a purchase 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 and/or a purchase has been made on behalf of, to act on their behalf, including but not limited to, accepting these Terms, and providing their personal data. As the person making the purchase, You are responsible for the actions and behaviour of the Travellers listed in the same booking as You and/or who you are making the purchase of Our Services on behalf of.

   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, You have the right to withdraw from the contract formed between You and Us for the TravelSure 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 TravelSure contract or when the TravelSure service has been entirely performed by Us, whichever happens first. LAPSE OF RIGHT: PLEASE BE AWARE THAT GIVEN THE CHARACTER AND NATURE OF THE TRAVELSURE 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 TRIP, 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 TravelSure 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 TravelSure contract, We will refund You the amount of the TravelSure 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 TravelSure Fee. You will not incur any fees for the issue of a refund of the TravelSure Fee.

5. PAYMENT

   1. 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 a reason attributable to an action or omission on Your part (e.g., due to insufficient funds; Your payment was deemed fraudulent by a 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 and TravelSure is void.

   2. We will either act as Merchant of Record ("MoR") for Our Services, or a Seller of Record ( "SoR"). When acting as a MoR, We organise the payment process part for Our Services and bear responsibility for managing Your payment and transaction for Our Services. In scenarios where We have outsourced the aforementioned responsibility of electronic payment acceptance to other service providers, We act as SoR for Our Services, and are therefore solely responsible for the delivery, fulfilment, and related liabilities of Our  Services.  

6. DATA PROTECTION

   1. If You purchase Our Services, We will collect Your personal data (and as may apply, 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. Please see Our Privacy Policy for more information on privacy and how We might process personal data.

   2. 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. 

7. LIABILITY

   1. Subject to cases mentioned in clause 7.6, 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/Purchase 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 TravelSure.

   3. Liability limitation:

      1. Our liability for foreseeable damages due to loss of data for which We are generally liable according to clause 7.1 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 any service providers, neither the transport carriers or any other third-party service providers. (For the avoidance of doubt, We ONLY provide and are responsible for Our Services i.e., the TravelSure. We are NOT responsible for any other aspects or services that may form a part of your potential self-transfer itinerary booking, this includes but is not limited to, the platform used to purchase Our Service from or any other services that may form a part of Your self-transfer itinerary booking. Such other services and platforms are provided, owned, controlled and made available by the relevant service providers who bear full responsibility);

      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 3;

      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; a service provider´s terms and contracts concluded between You and a service provider; 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; a service provider´s terms and contracts concluded between You and a service provider; or Your infractions of laws or the rights of a third party.

8. DISPUTE RESOLUTION, GOVERNING LAW AND JURISDICTION

   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. 

9. MISCELLANEOUS

   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. TravelSure 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 see 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 procedures 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 23rd February 2026

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: TravelSure.

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]