Terms and Conditions - TravelSure (Standalone)

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.  

TravelSure ("Service") is a disruption support service provided by Dohop subject to and in accordance with the terms and conditions set forth below ("TravelSure Terms") and Our Privacy Policy (collectively referred to as "Terms"). Please ensure that you ("User", "You", "Your", "Yourself") study carefully Our Terms before purchasing and/or using Our Services. By purchasing Our Service, You agree to Our Terms.  

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

1. WHAT IS TRAVELSURE? 

1.1. TravelSure is a unique discretionary disruption support service that allows You to participate in Our customer assistance programme ("Customer Assistance Programme") subject to these Terms. The contract for TravelSure is formed and becomes legally binding when You accept these Terms, pay the full TravelSure Fee displayed at checkout and receive Our confirmation email containing Your service confirmation number. By completing Your purchase, You explicitly request that the Service begin immediately. 

1.2. If You elect to purchase TravelSure We will monitor the flight You have declared You wish to purchase the Service for ("Declared Flight"). If a transport carrier cancels or delays your flight by more than three (3) hours for reasons outside Your control ("Travel Disruption"), we will provide a rebooking service for alternative comparable transport ("Alternative Transport"). The Alternative  Transport offered by Our agents will depend on how the disruption affects Your itinerary, as well as  the initial cost of the declared flight, duration, flight class and ancillaries. Total rebooking value per passenger per Declared Flight, shall not exceed the original fare (i.e., base fare, taxes and ancillary products such as seats or luggage you purchased for the relevant flight) of the disrupted flight ticket  ("Service Cap"). 

1.3. Our Service comes with a satisfaction guarantee ("Service Satisfaction Guarantee") as set forth in this clause. If You are eligible for and elect to use the Service, and You have been offered an  Alternative Transport option that You are not satisfied with, or if none is available within reasonable timeframe, We may, at our sole discretion, refund You the cost of the original fare of the unused flight, for which TravelSure was purchased, as declared at the time of purchase and shown on a ticket receipt. If discrepancy occurs the refund shall be capped at the lower of the amount shown on the ticket receipt or the fare value declared at the time of purchase. Accepting the service guarantee refund shall be in lieu of using the Service; once chosen, your TravelSure service is immediately terminated, and no further rebooking or expense support will be provided.  

1.4. Upon Our written approval, We may also be able to help handle Your immediate costs, resulting from the Travel Disruption. Depending on the situation, this may refer to costs relating to; overnight accommodation to a maximum of 100 EUR per person; reasonable public ground transportation costs between airports, stations, or overnight accommodations; and refreshments up to 15 EUR per person for carrier delays exceeding four (4) hours.  

1.5. You must claim from the relevant carrier any refund, rebooking or reimbursement You are entitled to for a disrupted or unused Trip. You cannot recover the same cost or loss more than once. When  You activate Our Service, You must tell Us about any other cover that may apply to the same disruption, such as travel insurance, cover provided with a payment card, or a guarantee from the seller of the original tickets. Where We have paid for Alternative Transport or reimbursed You, any refund or reimbursement You later receive for the same Trip or cost must be repaid to Us, or We may deduct it from any amount We pay You. This clause does not affect Your right to statutory compensation from a carrier (for example under Regulation (EC) 261/2004 or its UK equivalent),  which remains Yours.

1.6. Passenger Rights Regimes. Certain jurisdictions enforce regulations requiring transport carriers to assist and compensate passengers during travel disruptions (e.g., EU261). You retain these statutory rights regardless of whether you purchase TravelSure. Our Service is designed to supplement—not replace or substitute—your statutory rights. Please contact your transport carrier directly to inquire about or claim compensation under applicable passenger rights laws. 

1.7. TravelSure is a service program, not a travel insurance policy. These Terms do not constitute an offer of insurance, an insurance product, or an insurance contract. You remain solely responsible for purchasing personal travel insurance as you deem necessary or as required by law. 

2. WHEN DOES TRAVELSURE APPLY?  

2.1. The Dohop Service Centre determines, at its sole discretion, whether TravelSure applies to Your situation. Dohop is under no obligation to perform services or reimburse any expenses unless Our agent has confirmed Your eligibility and explicitly pre-approved all services or expenses in writing prior to being incurred. TravelSure is only available and applies exclusively where: 

a. The Declared Flight was purchased, confirmed and ticketed at at the time of purchase (if  purchased on third party platform), or if applicable, before You purchased TravelSure (if  purchased on standalone Dohop website); 

b. each passenger is named on the Declared Flight ticket; 

c. a valid Travel Disruption occurs as defined in and subject to these Terms; 

d. the carrier and route of the Declared Flight ticket was accepted during the purchase process;  and 

e. no more than nine (9) passengers are added to one purchase. 

2.2. Always contact Dohop Service Centre immediately with regards to any changes of Your booking. This applies regardless of whether the cancellations/changes are involuntary, made by the transport carrier to any flight subject to the Service, voluntary changes are made by You or if You are experiencing a Travel Disruption.  

a. If you make voluntary cancellation to Your original booking that the Service was purchased for,  the Service will no longer be valid.  

b. If You make voluntary changes to Your original booking that the Service was purchased for, any assistance that may be provided under the Service or the Service Satisfaction Guarantee will remain strictly limited to the Service Cap of the original booking. The Service will only continue to apply if the Dohop Service Centre agents have confirmed that the changes meet the relevant eligibility conditions in clause 2.1. If the aforementioned conditions for the voluntary changes are not met, the Service will no longer be valid.  

2.3. When purchasing TravelSure on Our website as a standalone service, You must declare the confirmed and ticketed flight booking that You wish to purchase the Service for, along with the total number of passengers the Service cover shall extend to. We may request You to provide proof of purchase for both TravelSure and the flight ticket for which the Service was purchased, to verify which passengers are eligible to use the Service, subject to the applicable Service Cap per passenger.  Dohop reserves the right to deny service if valid proof is not provided.  

2.4. Where the Service is purchased on a third party platform as an optional service for booking comprising two or more passengers under the same reservation or passenger name record ("Multi Passenger Booking"), the Service cover shall automatically extend to all passengers listed in the  Multi-Passenger Booking at the time of purchase, subject to the applicable Service Cap per passenger.  

2.5. Where TravelSure is purchased for more than a single passenger, as specified in clause 2.3 and 2.4,  the purchasing passenger or the passenger leading the purchase ("Lead Purchaser") shall exercise all rights under the Service on behalf of all listed travellers. The Lead Purchaser warrants and  represents that: (a) they possess express legal authority and consent from each traveller to act on  their behalf, accept these Terms, and provide personal data; (b) all information supplied is complete  and accurate; (c) any modifications/changes to the personal or booking details initially submitted  shall be communicated to Us immediately; and (d) all communications delivered to the Lead 

Purchaser shall be deemed transmitted to all travellers. The Lead Purchaser assumes full responsibility for the compliance and actions of all travellers included in the Multi-Passenger  Booking. Furthermore, in the event a Multi-Passenger Booking for which the Service was purchased is subsequently split into separate reservations, the Service shall remain attached exclusively to the reservation bearing the original booking reference, and any secondary or subsequent booking references generated as a result of such split shall not be entitled to receive or benefit from the  Service. 

3. ACTIVATION 

3.1. To activate TravelSure, contact the Dohop Service Centre as soon as you learn of a Travel Disruption.  Please have Your service confirmation number (found in your confirmation email) ready whenever  You contact Us. To confirm your eligibility, our agents may request proof of purchase for both  TravelSure and the disrupted itinerary declared at the time of purchasing the Service. If you are  eligible and choose to use the Service, our agents will either: 

a. Self-Booking & Reimbursement: Guide You via phone, text, email, or chat on how and where to book Alternative Transport. You will initially pay for the new booking, and We will reimburse  You for the approved additional cost upon submission of Your receipts and supporting  documents; or 

b. Direct Rebooking: Send you curated alternative flight options via email or text through Our own portal or our partners portal. Clicking Your preferred option in the link provided will automatically complete and confirm Your new booking without any further steps needed. 

3.2. When You activate TravelSure, You authorise Us, on Your (and any other traveller listed in the same  booking) behalf to: contact the carriers of the Declared Flight; access booking information using the booking references and names You have provided; and request flight status, rebooking, refunds and,  where agreed with You in advance, cancellation of unused flight. We will only act within the scope agreed with You in each case. 

3.3. If You decide not to activate TravelSure, and/or no decision to use the Service is made, the Service will expire twenty-four (24) hours after the Declared Flight was scheduled to arrive. 

4. REIMBURSEMENTS 

4.1. Receipts & Duty to Minimize Costs: All reimbursements require valid receipts. You agree to keep claims as low as reasonably possible and avoid non-essential expenses, upgrades, or extra services.  4.2. All claims and reimbursements managed by Us are evaluated, tracked, and maintained in Euros  (EUR). Approved refunds will be issued for the total EUR amount evaluated for Your claim. We will process the refund in EUR or, where available and upon Your selection, in any other supported currency. Foreign currency conversions will be calculated using the official exchange rate (mid-rate)  recognized by the Icelandic Central Bank (rounded up or down by Us) on the date the correct records and payment details are received. If We issue a refund to You in a currency other than EUR, or via international transfer, We are not responsible for any international transaction fees, foreign exchange processing fees, or intermediary bank charges levied by Your bank or card issuer. We may deduct from Your reimbursement amount: (i) the direct costs for cross-border transfer processing;  and (ii) fees associated with specific transfer methods requested by You. Any and all additional costs incurred due to incorrect payment information must be borne by You. 

5. SPECIFIC LIMITATION 

5.1. TravelSure is provided at Our sole discretion and applies exclusively to valid Travel Disruptions as defined in these Terms. TravelSure does not apply under any other circumstances, including but not  limited to an event where a disruption results from: 

a. Widespread extraordinary circumstances i.e., macro-level events that disrupt entire regions or paralyse airport infrastructure or entire airspace sectors, making standard airport operations physically or legally impossible, creating severe passenger over-saturation, safety risks, or total operational halts that mandate activating Airport Emergency Contingency Plans or Emergency  Operations Centres. This may include: major infrastructure / global IT failure, severe act of 

terrorism or security siege, catastrophic weather/natural disaster such as hurricanes, major  earthquakes, and/or global pandemics / biosecurity lockdowns; 

b. acts or omissions of third-parties, excluding Us and the operating carrier, such as baggage  processing delays, security screenings, border control, or customs procedures; 

c. Your fault or non-compliance including but not limited to: (i) missing, invalid, or expired  passports, visas, or required travel documents; (ii) denied boarding, being deemed unfit to fly,  voluntary failure to board, or removal from a flight; (iii) if You should reasonably have made the  missed connection; (iv) making unapproved changes to the original itinerary that You did not  notify Us about; or (v) failure to respond to Our communications or adhere to procedures set  forth in these Terms. 

5.2. TravelSure does not apply: 

a. if You purchase or add the Service to a booking after a Travel Disruption occurred, or if at the  time of purchasing the Service, You possessed actual or constructive knowledge of an  impending or reasonably foreseeable Travel Disruption; 

b. to any secondary Travel Disruption that occurs on an Alternative Transport flight rebooked  under this Service; 

c. the information You declared about the original tickets or passengers was materially inaccurate or incomplete, or the tickets of the Declared Flight were not valid at the time of the Travel  Disruption; or if the Declared Flight did not meet the eligibility conditions in clause 2.1. 

6. PAYMENT 

6.1. The fee to purchase TravelSure ("TravelSure Fee") is a standalone service fee charged for an optional service. Once purchased, the TravelSure Fee is non-refundable, except where explicitly required by applicable law (e.g., due to a service cancellation by Us or the transport operator prior to fulfilment)  and in case of events listed in clause 5.2.C where a flight was never eligible and the customer made an honest mistake.  

6.2. You are responsible for ensuring that all payment details provided (e.g., credit card, debit card, or bank account information) are correct, valid, and up to date, and that sufficient funds are available at the time of transaction. If a payment fails due to an error, invalid information, insufficient funds,  or a fraud alert attributable to your account, the booking or service reservation will not be completed, and we shall have no obligation to provide the Service. 

6.3. We act as either the Merchant of Record ("MoR") or Seller of Record ("SoR") for Our Services. a. When acting as the Merchant of Record, we manage the payment process and hold legal  liability for processing your payment securely; 

b. When acting as the Seller of Record (including instances where payment processing is facilitated by authorized third-party service providers), we remain fully responsible for the delivery,  fulfilment, and overall execution of the purchased Service, in accordance with applicable EU  consumer protection standards. 

7. DATA PROTECTION 

7.1. When you purchase TravelSure, Dohop collects and processes your personal data (and the data of any other travellers included in the booking/purchase) as a Data Controller to process payments and deliver the Service. We may engage trusted sub-processors to assist in delivering and supporting our services. All sub-processors are diligently selected and process data strictly according to our  instructions. We process all personal data in compliance with applicable data protection laws,  including the EU General Data Protection Regulation (EU 2016/679) ("GDPR"). For full details on how we collect, store, and process your personal data, please review our Privacy Policy. 

7.2. If You have questions about our data practices or wish to exercise your statutory rights under the  GDPR (such as the right to access, rectify, or erase your data), please contact us at gdpr@dohop.com 

8. YOUR DECLARATION

8.1. By purchasing TravelSure, You confirm that: (a) the declared ticket is genuine, confirmed and ticketed, and is in the name(s) of the passenger(s); (b) the information You have declared about the  Declared Flight, the passengers, checked baggage and the value of the Declared Flight is accurate and complete; and (c) at the time of purchase You are not aware of any delay, cancellation, schedule change or announced industrial action affecting the Declared Flight. We may ask You at any time,  including when You activate TravelSure, for copies of e-tickets, booking confirmations, receipts,  boarding passes and carrier communications. If You do not provide them without undue delay, or if they show that Your declarations were materially inaccurate, TravelSure will not apply. If a declaration was knowingly false, We will not refund the TravelSure Fee, and We may recover any amounts We have already paid under TravelSure. 

9. LIABILITY 

9.1. Our contractual obligations are fully completed and terminated once Alternative Transport is rebooked, a Service Satisfaction Guarantee refund is issued, or the flight that the Service was purchased for is completed, whichever occurs first. Upon completion or payout up to the Service  Cap, the Service shall be deemed fully performed and void of further liability.  

9.2. Subject to clause 9.5, Dohop is liable only for direct, reasonably foreseeable losses resulting from  Our material breach of these Terms. To the maximum extent permitted by law, our total aggregate liability for all claims arising out of or related to TravelSure (whether for one event or series of connected events) is strictly limited to the TravelSure Fee paid for your booking. (For the avoidance of doubt, the aggregate liability limitation is not intended to limit the Service benefits, but applies to other liabilities).  

9.3. To the extent permitted by law, Dohop's liability is limited as follows: 

a. Dohop assumes no liability or responsibility for: 

i. any indirect, consequential or special damages, lost profits, lost savings, or business  losses; 

ii. any acts, omissions, representations, or defaults of transport carriers, reservation  systems, booking platforms, or other third-party entities through which TravelSure is  offered, sold, bundled, or associated; 

iii. any delays or service failures caused by force majeure events beyond Our reasonable  control; 

iv. any damages caused by Your failure to follow Our Terms, incurred in relation to  circumstances described in clause 5 of Our Terms, failure to provide accurate information  or violation of applicable laws; 

v. any losses covered by personal insurance policies or sustained while conducting a  profession or business; 

vi. any data loss beyond standard recovery cost assuming proper backups were maintained in accordance with the risk. 

9.4. The liability limitations apply equally to Dohop’s directors, employees, agents, and representatives.  Our Terms create rights strictly between You and Us, unless otherwise stated in Our Terms; no third party acquires rights under this contract. 

9.5. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any statutory rights guaranteed by non-waivable consumer protection laws.  Mandatory consumer laws shall prevail over these Terms in case of conflict. 

9.6. You agree to indemnify and hold Dohop, its officers, directors, and employees harmless against any third-party claims, damages, fines, or legal expenses resulting from Your breach of these Terms, the contract concluded between us for the Service, or applicable laws. 

9.7. Any claims arising under or in connection with the Service must be submitted within four (4) years from the date You became aware of the event giving rise to the claim. All claims expire four (4)  years after the end of that calendar year. 

10. DISPUTE RESOLUTION, GOVERNING LAW AND JURISDICTION

10.1. If You have a query or complaint regarding TravelSure, please contact the Dohop Service Centre via email at service@dohop.com; by telephone at +44 1200 401410, by mail at Katrínartún 4, 105  Reykjavík, Iceland, or via legal notice at notices@dohop.com. You and Dohop agree to negotiate all disputes in good faith and allow reasonable time for investigation and response prior to initiating formal legal proceedings.  

10.2. These Terms, the contract, and any non-contractual obligations arising out of or in connection  with TravelSure shall be governed by and construed in accordance with the laws of Iceland. You agree to submit to the exclusive jurisdiction of the courts of Reykjavík, Iceland. Furthermore,  consumers residing in the EEA, UK, and Switzerland may also rely on local mandatory consumer rights and bring legal action in their home country’s courts. 

11. MISCELLANEOUS 

11.1. The English version of these Terms is the original and authoritative text. In the event of any conflict or inconsistency between the English version and a translation, the English text shall prevail,  unless applicable local law strictly mandates otherwise. 

11.2. If any provision of these Terms is held to be invalid, unlawful, or unenforceable, the validity and enforceability of the remaining provisions shall remain fully intact. The invalid provision shall be deemed replaced by a valid provision that best reflects the original legal and economic intent. 

11.3. Our failure or delay in enforcing any right or remedy under these Terms shall not constitute a waiver of that right, nor shall it prevent us from enforcing that or any other right at a later date. 11.4. We may occasionally offer promotional terms or enhanced service benefits that are more favourable than those set forth in these Terms. Such goodwill offers do not create a binding precedent or custom and do not alter these Terms for future purchases. We reserve the right to modify or discontinue promotions at any time. 

11.5. We reserve the right to modify these Terms at any time by publishing an updated version on our website. The version applicable to Your booking is the version displayed at the time of purchase.  Amendments will not retroactively affect rights or obligations established prior to the date of change. 

Reykjavik Iceland 21st October 2026