Terms & Conditions with Connection Insurance
Dohop Connection Service
with Connection Insurance
These are the Terms on which Dohop supplies Dohop Connection Service to the Customer. A reference is made to the definitions in Chapter 1.
The Dohop Connection Service comprises services facilitating Self-Connected Trip(s) and the sale of Connection Insurance in case of travel disruptions where a Trip is rescheduled, delayed or cancelled by a Booking Agent. Booking Trip(s) via a Dohop platform/website is only possible if the Customer purchases the Dohop Connection Service and Connection Insurance by paying the Dohop Service Fee and Connection Insurance Premium.
Dohop is Dohop ehf. a company incorporated and registered in Iceland. Its company registration number is 480904-3030, and its registered office is at Katrínartún 4, Reykjavík, Iceland. Its registered VAT number is 85162. The Connection Insurance is underwritten by VIS which is authorised and regulated by the Icelandic FSA. Full details of VIS can be found by visiting https://vis.is. VIS has appointed Dohop as its insurance agent, in accordance with the Directive on insurance distribution (EU) 2016/97, in relation to the Connection Insurance. Further Information on Connection Insurance can be found here: Connection Insurance IPID and terms and conditions.
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/.
The Customer can contact Dohop via the Dohop Service Centre at service@dohop.com or by phone to the following number +44 1200 401410.
If Dohop has to contact the Customer, it will do so by telephone or by writing to the Customer at the email address or postal address provided to Dohop.
1. Definitions
1.1 In this document, the following definitions apply:
"Booking Agent" means various third-party providers (e.g., airlines, train companies and/or travel agents) that do not cooperate together, that offer transport services and issue flight tickets, train tickets and/or tickets for other travel services.
“Connection Insurance” means the insurance underwritten by VIS and sold by Dohop to the Customer subject to these Terms. Further Information on Connection Insurance can be found here: Connection Insurance IPID and terms and conditions.
"Connection Insurance Premium" means the insurance premium for Connection Insurance as displayed on the booking page.
"Customer" means a person who books and pays for an Itinerary.
"Dohop Connection Service" is provided by Dohop and is intended to facilitate Self-Connected Trip(s) and to make the trip secure and comfortable in case of travel disruption by means of the Connection Insurance as further specified under these Terms.
"Dohop Service Fee" means the fee charged for Dohop Connection Service as displayed on the booking page.
"Dohop Service Centre" means the Dohop service centre, which the Customer may contact at service@dohop.com or by phone at +44 1200 401410 under the Terms of Dohop Connection Service.
"Itinerary" means an itinerary combined and selected by the Customer, booked through a Dohop platform/website that contains one (or more) Self-Connected Trip(s), one way or round trip, that includes Dohop Connection Service and the Connection Insurance.
“Merchant on Record (MoR)” means Dohop in its capacity as a merchant on record for the Dohop Service Fee.
Minimum Connection Time (MCT)” means the time the Customer has from when his/her initial original Trip with a Booking Agent arrives and the original later Trip with the respective Booking Agent leaves, and shall be the minimum 1,5 hours (i.e., 90 min).
“No Check-in Bag Itinerary” means a Itinerary with limited possibility to include check-in baggage due to a shorter minimum connection time (i.e., 60-89 minute minimum connection time) than the MCT. Please read carefully the limitations in relation to these itineraries described in these Terms.
"Order" means the Customer's request to purchase Dohop Connection Service and Connection Insurance and to combine, book and purchase two (or more) separate and independent Trip(s) from a Booking Agent.
“Order Confirmation” means the confirmation of the Order request submitted by the Customer for the Itinerary whereby the Customer, and other persons, serviced by Dohop and registered on the transport service ticket(s) from the Booking Agent, are listed
"Self-Connected Trip" means a booking of two (or more) separate and individual flights or train trips through a connected airport(s) / train station(S) with the minimum connection time of the MCT, where each Trip is independent with separate booking numbers provided by the relevant Booking Agent.
"Terms" means the terms and conditions set out in this document, by which Dohop supplies Dohop Connection Service and sells Connection Insurance on behalf of VIS.
“Trip(s)” means each separated and individual flight and/or train trip of the Self-Connected Trip listed in the Order Confirmation.
"VIS" means Vátryggingafélag Íslands hf. whose head office is at Ármúli 3, in Reykjavik, Iceland.
2. General
The order
2.1 The Customer shall place an Order for the Dohop Connection Service and the Connection Insurance when also booking the preferred Self-Connected Trip on the Dohop website/platform. When placing an Order, the Customer must provide all requested information and be aware that it is always the Customer's responsibility to ensure that sufficient funds are available in the form of payment used to pay for the requested Order. The Customer is responsible for reading the Terms carefully and checking that the details on the Order are complete and accurate before submitting the Order for the Itinerary via the “book and pay” button.
2.2 The Customer acknowledges that Dohop never acts as an agent on behalf of airlines, train companies or other Booking Agents. The Customer is booking the Trip(s) directly with the relevant Booking Agent(s), which is subject to the Booking Agent´s terms and conditions. It is, therefore, the responsibility of the Customer to study and accept the relevant Booking Agent´s terms and conditions before purchasing and submitting the Order for the Itinerary.
2.3 These Terms will become binding when the Customer receives an Order Confirmation via email, including an Order Confirmation number, at which point a contract for Dohop Connection Service will come into existence between Dohop and the Customer, and a contract for Connection Insurance will come into existence between VIS and Customer. Such written acceptance shall only be issued by Dohop to the Customer upon receipt of full payment in cleared funds for the Order.
2.4 If the Customer makes an Order request for more than one person, the Customer acknowledges and undertakes that he/she has the responsibility to ensure that:
(a) any relevant information provided in relation to Dohop Connection Service and Connection Insurance will be passed on to all members listed in the Order, where required; and
(b) the Customer has the authority to accept or decline all relevant terms and conditions (including the Terms) on behalf of all members of the Order.
2.5 Dohop will provide the Customer with an Order Confirmation, including all relevant documents regarding the Order. The relevant Booking Agent(s) will provide the Customer with a separate booking confirmation, i.e., airline and/or train tickets and invoices, directly for the Trip(s). It is the Customer's responsibility to check and ensure that all documents have been received and are in order and shall contact and inform Dohop Service Centre immediately if the Customer believes some of the documentation is missing or inaccurate. Dohop is not responsible for any issues arising due to the Customer's failure to ensure that he/she has received all the correct and adequate documents.
Payment
2.6 Before purchasing and submitting the Order, the booking page will clearly outline the Dohop Service Fee, the Connection Insurance Premium and the cost of each Trip(s) in the Itinerary. The Dohop Service Fee may change at any time, but price changes will not affect Orders that have already been completed.
2.7 Dohop is the MoR for the Dohop Service Fee and Connection Insurance Premium. The Customer must pay the Dohop Service Fee and Connection Insurance Premium using one of the payment methods outlined on the booking pages, and by submitting an Order, the Customer confirms that he/she is responsible for ensuring that the payment information provided is accurate. Once the Customer submits the Order, Dohop will hold the Customer's payment for Dohop Connection Service and the Connection Insurance Premium and verify against the Customer's cardholder’s details.
2.8 The payment(s) to the relevant Booking Agent(s) for the Trip(s) is generally dealt with by them directly. The Booking Agents will issue the Customer with an email confirming the Trip booking and the ticket(s). Whereas Dohop never acts as a Booking Agent, Dohop does not make any statements or promises regarding the availability of any flight or train ticket, and all fares are subject to availability. Dohop is not responsible for email confirmations or ticket(s) from Booking Agent(s).
2.9 If the Customer is making a booking for more than one person, the Customer is responsible for all payments due from each and every person for whom the Customer makes the booking.
2.10 Once the payment for the Order has been approved and confirmed, i.e., upon confirmation of receipt of full payment both for the Dohop Connection Service and the Connection Insurance, as well as a confirmation from the Booking Agent(s) that they have also received their payments for the purchased tickets in cleared funds, Dohop will send the Customer an Order Confirmation, with an assigned confirmation number, via email. The Customer shall quote the Order Confirmation number in all subsequent correspondence in relation to the Order.
2.11 On the Customer's credit card statement, there will be either a separate transaction, i.e., one for the Dohop Service Fee and the Connection Insurance Premiums, other(s) for each part of the individual Trip, or a single transaction from Dohop for the overall purchase of the Itinerary.
2.12 The Customer is responsible for ensuring sufficient funds are available on the Customer's credit card before making a purchase and submitting an Order. Otherwise, in the case of a partially booked itinerary due to insufficient funds, the Customer might have to contact the Booking Agent to cancel a partial booking. If the Customer cannot cancel and receive a refund, Dohop is not liable, and Dohop Connection Service and Connection Insurance are void. The aforementioned shall also apply should the Customer´s booking only be partially completed due to other reasons attributable to an action or omission on the Customer´s part. Should the Customer's booking only be partially completed for other reasons, Dohop Service Centre will help the Customer complete the booking fully. However, in this case, Dohop cannot guarantee that the second ticket will still be available and that the partially completed booking will be refunded in the case.
Cancellation
2.13 The Customer will be entitled to cancel Dohop Connection Service within the period of 14 days beginning on the first day after the Order has been accepted and confirmation sent (the "Cancellation Period"), or within such shorter period ending once the Trip has started, i.e., take–off of flight or start of a train trip if the Trip has been booked for a date during the Cancellation Period. To cancel the Dohop Connection Services, the Customer must notify the Dohop Service Centre. A cancellation form is provided in the Annex to these Terms. The Customer has no entitlement to cancel Dohop Connection Service once the Trip has started.
2.14 On cancellation of Dohop Connection Service by the Customer, Dohop will refund the Customer the total amount of the Dohop Service Fee. Dohop will do so without undue delay, and in any event, within 14 days of cancellation, using the same means of payment as used for the Order. The Customer will not incur any fees for the issue of any refund, except for the supplementary costs resulting from the Customer's choice of a type of delivery of the refund other than the least expensive type of standard delivery offered by Dohop.
3. Dohop Connection Service
3.1 Dohop Connection Service applies to the Customer and members listed in the same Order Confirmation as the Customer. The Dohop Connection Service entitles the Customer to contact and seek assistance from the Dohop Service Centre. Dohop will provide the Dohop Connection Service to the Customer subject to these Terms.
3.2 Dohop will assist the Customer if there is an insured event in accordance with the Connection Insurance IPID and Terms and Conditions. All refunds and the amount of any compensation provided under the Connection Insurance are based on receipts.
3.3 All changes and/or enquiries made to the Itinerary shall be made by contacting the Dohop Service Centre at: service@dohop.com, or by phone: +44 1200 401410. It is the Customer's responsibility to maintain contact with Dohop Service Centre and respond to all communications by email or phone. When travelling, the Customer must ensure that he/she has the Order Confirmation number when contacting Dohop Service Center..
4. Limitations
4.1 Dohop will NOT provide the Dohop Connection Service in any case in the following circumstances:
(a) if the Customer chooses not to travel on any of the original booked Trip(s) listed in the Order Confirmation or any alternative flights/train trip rebooked by Dohop Service Centre;
(b) when any changes to the original Itinerary listed in the Order Confirmation are made, by the Customer, directly with the Booking Agent, without first confirming with Dohop Service Centre and seeking approval of such change;
(c) when Dohop Service Centre re-books any alternative flights/train trip and/or overnight accommodation, in accordance with these Terms, but the Customer or other members listed in the Order Confirmation, fails to accept or attend the re-booked substitute trip and/or overnight accommodation, for whatever reason;
(d) when the Customer makes its own alternative arrangements to reach the connected airport or train station rather than those provided by the Booking Agent providing the Trips according to the Order Confirmation;
(e) when a Customer has purchased and received an Order Confirmation for a No Check-in Bag Itinerary but nevertheless adds check-in baggage(s), either through Dohop or directly through the relevant Booking Agent, resulting in the Customer missing his later Trip(s) listed in the Order Confirmation;
(f) when the Customer fails to fulfil its obligation to maintain contact with Dohop Service Centre, is uncontactable and/or fails to respond to Dohop Service Centre's communications and/or follow its procedures as set out in these Terms;
(g) if the Customer, or the co-traveller, is not entitled to Connection Insurance based on restrictions described in the terms of the insurance because of the Customer´s fraudulent representations regarding circumstances that are material to the grounds for providing insurance benefits or the Customer has caused the insured event intentionally or through gross negligence.
5. Liability
5.1 If Dohop fails to comply with these Terms, Dohop is responsible for damages the Customer suffers that is a typical and foreseeable result of Dohop´s violation of a material contractual obligation. Dohop is not responsible for any loss or damage that is not foreseeable, indirect or consequential.
5.3 Dohop shall not be liable to pay for damages or any financial or other obligations of the Customer, should the Customer miss a Trip(s) listed in the Order Confirmation in any of the circumstances described in clause 4, and the Dohop Connection Service will be null and void.
5.3 If the Customer uses Dohop Connection Service for any commercial, business or re-sale purpose, Dohop will have no liability to the Customer for any loss of profit, business interruption, or loss of business opportunity.
6. How we may use your personal information
6.1 The personal information provided by the Customer as a natural person in accordance herewith:
(a) Will be processed by Dohop as the Data Controller to process the Customer's payment for the Dohop Service Fee and the Connection Insurance and to provide Dohop Connection Service and the Connection Insurance, if needed;
(b) Will be collected by Dohop and passed to the individual Booking Agents, acting as the Data Controller for the purpose of providing and processing payment for the Trip (i.e., flight, train ride, and/or other ancillary travel services provided by the Booking Agent).
6.2 Dohop might engage sub-processors to assist Dohop in providing and supporting the Dohop Connection Service.
6.3 Dohop stores the Personal Data until the claim expires according to these Terms.
6.4 All Dohop´s processing activities take place in accordance with the Icelandic Act No. 90/2018 on the protection and processing of personal data, as well as EU regulation 2016/679, as well as by Dohop's Privacy Policy, which is available online on https://www.dohop.is/media/content/PrivacyPolicyEN.pdf. The Privacy Policy forms an inseparable part of these Terms and Conditions, and the Customer must read it before accepting the Terms of Dohop Connection Service.
6.5 Dohop encourages the Customer to contact Dohop at gdpr@dohop.com or by other means if the Customer has any questions or would like to exercise its rights according to the GDPR.
7. Miscellaneous.
7.1 Dohop receives the right to update these Terms to reflect changes to the Dohop Connection Service and/or to Dohop´s business and operation — for example, when Dohop adds new Services, features, technologies or discretionary benefits (or removes old ones) for legal, regulatory, or security reasons, or to prevent abuse or harm. If Dohop materially changes these Terms, Dohop will provide the Customer with reasonable advance notice and the opportunity to review the changes, except in urgent situations, such as responding to legal requirements or for security reasons.
7.2 Dohop may transfer its rights and obligations under these Terms to another organisation. If this happens, Dohop will tell the Customers in writing (including via email). The Customer may only transfer its rights or obligations under these Terms to another person if we agree to this in writing (including via email).
7.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides they are unlawful, the remaining paragraphs will remain in full force and effect.
7.4 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 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.
7.5 All matters and claims that may arise in relation to these Terms and the Dohop Connection Service shall be governed by and construed in accordance with Icelandic law, excluding the UN Convention on Contracts for the International Sale of Goods (“CISG”), and The District Court of Reykjavik (Iceland) will retain exclusive jurisdiction with respect to any such claims. If the Customer lives in the European Economic Area ("EEA"), the Customer can bring legal proceedings regarding the Dohop Connection Service in any court in the EEA.
7.6 The terms are available in various languages. If there is a discrepancy between the versions, the English version shall be definite and prevail.
Reykjavík Iceland 13 June 2023.
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: Dohop Connection Service.
Ordered on: [date of the Order]
Name: [your name]
Address: [your address]
Date: [today's date]
Terms and conditions applied before 13 June 20213