Jetstar Connect Services - Terms and conditions
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 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. However, for your piece of mind, Dohop will provide Jetstar Connect Services service 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 You 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 +61 1800 952 377.
1. A DOHOP-POWERED PLATFORM
The Platform brings together traders and consumers in one place. Traders include transport carriers and other third-party traders (collectively, "Service Providers"), who promote and sell their individual services and products (collectively, "Services").
The Platform enables the combination and display of Services offered by Jetstar Airways, Jetstar Japan and their Airline Partners, referred to here as the Service Providers, allowing consumers to search, compare, combine, choose, purchase, and book various travel routes, schedules, and related services in one process. These Services would otherwise generally need to be booked separately.
A completed and confirmed order for the entire route and any additional services made via the Platform is referred to as a "Booking".
We provide and are responsible only for the Platform and Our Services. Use of the Platform to access content or search for combinations of Services is governed by Our Terms of Access.
By accessing or using the Platform, you confirm that you have read and agree to the Terms of Access. If you do not agree to those terms, you must not continue to use the Platform.
To make a Booking through the Platform, You must have the legal capacity and be of sufficient age to enter into binding legal agreements.
You may use the Platform only to search for and make legitimate travel bookings. You must not use the Platform to make false, fraudulent, speculative, or duplicate reservations, or any reservation made in anticipation of demand.
A standard booking fee will be charged by Us for processing Bookings made via the Platform (the "Standard Booking Fee").
You are responsible for ensuring that all information provided to Us in connection with a Booking is accurate, complete, and up to date. This includes information relating to You and all travellers included in the same Booking, including payment details.
If any of the information You provide changes, You must notify Us as soon as reasonably possible.
You are also responsible for ensuring that all other travellers included in the Booking are made aware of all relevant information relating to the Booking, including applicable terms and conditions, required documentation, and communications sent by Us. Any information provided to You will be treated as having been communicated to all travellers included in the Booking.
You confirm that You have obtained all necessary authority and consent from the other travellers to act on their behalf, including accepting these Terms and any applicable Service Provider terms, and providing their personal data. As the person making the Booking, You are responsible for the actions and conduct of all travellers included in the Booking.
Any Services included in a Booking that are not provided by Us are offered, owned, controlled, and delivered by the relevant Service Providers.
Bookings for such Services are made directly with the applicable Service Provider identified at the time of booking. The Service Provider’s own terms and conditions, rules, and policies apply to the purchase, booking, and use of their Services, and You are responsible for reviewing and accepting those terms before completing the Booking.
If You have a complaint relating to the booking or performance of a Service, that complaint must be addressed directly to the relevant Service Provider, who is responsible for providing and delivering that Service.
For clarity, We do not act as a travel agent or intermediary between You and any Service Provider. We are not a party to the contract between You and a Service Provider, and We are not responsible for the Services provided by Service Providers.
To the extent permitted by applicable law, responsibility and liability for Services provided by Service Providers rest solely with those Service Providers.
Nothing in these Terms limits or excludes any rights You may have under applicable consumer protection laws.
2. A SELF-TRANSFER ITINERARY
A Booking of a Self-Transfer Itinerary consists of a combination of two or more separate one-way, point-to-point, and/or return transport segments booked with one or more transport carriers. Each individual segment is referred to as a "Trip".
When You book a Self-Transfer Itinerary, You are making two or more separate booking reservations. Each Trip is subject to its own terms and conditions, rules, restrictions, and policies, and the relevant transport carrier is responsible only for the Trip operated by them.
This applies regardless of whether the Self-Transfer Itinerary includes Trips operated by the same transport carrier or by different transport carriers.
Any special requests, including but not limited to assistance for passengers with reduced mobility or seating requests for families, must be made directly with the relevant Service Provider. It is recommended to check availability of special requests with each airline before confirming your booking.
When combining multiple Trips into a Self-Transfer Itinerary, We use Our experience, systems, and historical data to estimate a minimum connection time that is generally sufficient to transfer between the arrival of an earlier Trip and the departure of a later Trip (the "Minimum Connection Time" or "MCT").
This assessment may take into account factors such as airport layout, connection requirements, airline practices, and the type of flight involved. However, travel is subject to many variables, and We cannot guarantee that the estimated MCT will always be sufficient in every circumstance.
As a Self-Transfer Itinerary involves multiple separate Trips, You should be aware of the following:
Checked baggage is not automatically transferred between Trips. You may be required to collect and recheck baggage at the transfer point.
You may need to recheck in for a later Trip, change terminals, and pass through security screening, customs, or immigration again at the transfer location.
Travel document and entry requirements may vary depending on the transport carrier, country of departure, transit location, destination, and Your nationality or visa status. You are solely responsible for ensuring that You and any other travellers included in the Booking have valid documents and meet all entry requirements.
Transport schedules, including departure times, routes, and flight numbers, may change after booking. You are responsible for checking the current status and schedule of each Trip before travel.
Any assistance, remedies, or statutory rights offered by a transport carrier in the event of a delay, cancellation, or other disruption apply only to the affected Trip. As a Self-Transfer Itinerary does not constitute a single connecting ticket, transport carriers are not responsible for, and are not required to cover, other Trips included in the Booking.
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3. Jetstar Connect Services
Jetstar Connect Services is a disruption assistance service provided by Dohop in connection with self-transfer itineraries. Jetstar Connect Services is designed to assist customers when a disruption affects their ability to complete a journey booked as separate flight bookings. Jetstar Connect Services does not replace the obligations of airlines under applicable laws.
Jetstar Connect Services applies where a transport carrier significantly changes, cancels, or delays one or more Trips included in a Self-Transfer Itinerary, and this results in You being unable to board a later Trip included in the same Booking (a "Travel Disruption").
Jetstar Connect Services can be accessed by contacting the Dohop Service Centre as soon as reasonably possible after becoming aware of a Travel Disruption. Our agents will assess whether Jetstar Connect Services applies to Your situation based on the circumstances of the disruption and the information available at the time.
Where Jetstar Connect Services applies, You will be granted access to the Customer Assistance Programme. Under this programme, Our agents will provide assistance and guidance regarding available options to help address the missed Trip.
This may include proposing an alternative transport option that is compatible with the missed Trip of the Booking (referred to as "Alternative Transport").
Upon Your request, assistance with reimbursement of reasonable out-of-pocket expenses that arise directly as a result of a Travel Disruption may be available in relation to a missed connection.
Any assessment and processing of reimbursement claims for such expenses will be carried out by Jetstar. You will be directed to contact Jetstar to submit any reimbursement claim.
The availability of assistance and the types of expenses that may be considered reasonable will depend on how the Travel Disruption affects Your itinerary, Your ability to board the next Trip in the Self-Transfer Itinerary, and the circumstances of the disruption.
Reasonable expenses may include, for example, accommodation where an overnight stay is required, reasonable ground transportation where travel between airports, stations, or accommodation is necessary, and reasonable food and beverage expenses where waiting time is extended due to the disruption. All claims are assessed in accordance with Jetstar’s applicable terms and processes.
Jetstar Connect Services does not provide duplicate assistance for benefits already provided by a transport carrier in respect of the affected Trip.
Where, following consultation with Our agents, it is determined that arranging Alternative Transport is not a suitable or practical solution in the circumstances, We, as “Dohop” may assist with reimbursement of the unused and adversely affected part of the Self-Transfer Itinerary in accordance with the original Booking.
Any such assistance is assessed under the Customer Assistance Programme and depends on the nature of the Travel Disruption and its impact on Your itinerary.
For example, where a delay or cancellation of an earlier Trip causes You to miss a later Trip included in the same Self-Transfer Itinerary, You should contact Dohop as soon as possible so that assistance with rebooking options for the missed connection can be assessed.
Assistance provided under this clause does not affect the rights or obligations of the relevant transport carrier in respect of the affected Trip, including any refund or compensation that may be available directly from that carrier under its own terms or applicable law.
In certain circumstances, We may choose to provide assistance or benefits under Jetstar Connect Services that are more favourable than those described in these Terms.
Such assistance may be provided on an individual basis or as part of a time-limited or location-specific initiative. Any such assistance is provided in addition to, and does not replace, the assistance described elsewhere in these Terms.
The provision of more favourable assistance does not create an ongoing entitlement, establish a binding practice, or affect how future requests are assessed. We may modify or discontinue such additional assistance at any time, without affecting assistance already provided.
Nothing in this clause limits or excludes any rights You may have under applicable consumer protection laws, including Australian Consumer Law.
4. ACTIVATION OF Jetstar Connect Services
You are required to contact the 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 such changes or updates in order to assess Your eligibility for Jetstar Connect Services and to be able to assist You under the Customer Assistance Programme.
In case of a Travel Disruption, please follow these steps:
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;
Once You have discussed the available options with Our agents and confirmed Your preferred approach, Our agents will either advise You to contact the transport carrier responsible for the Travel Disruption, or, where appropriate, offer to contact the transport carrier on Your behalf.
This may include seeking rebooking, reimbursement, or other remedies that may be available in respect of the disrupted Trip in accordance with the transport carrier’s policies and applicable law.
Arrangement of Alternative Transport
Where a Travel Disruption is identified, We may proactively monitor affected Self-Transfer Itineraries and, where reasonably possible, attempt to engage with You using the contact details provided in Your Booking.
Once engaged, Our agents will assess the impact of the Travel Disruption on Your itinerary and determine whether Alternative Transport may be required.
To arrange Alternative Transport, Our agents will proceed in one of the following ways:
a) Our agents may assist You by phone, text message, email, or chat with identifying, arranging and purchasing a suitable Alternative Transport option; or
b) We may send a suggested Alternative Transport option to You by email or text message via Plan3, Our third-party service provider. By selecting the relevant link in the message, You confirm and complete the booking of the Alternative Transport.
In some cases, You may be required to initially cover the additional cost of the Alternative Transport. Where applicable and subject to assessment under the Customer Assistance Programme, assistance with reimbursement of such additional cost may be available. Our agents will explain the applicable process and may request supporting documentation, such as receipts.
If, after assessment, no suitable Alternative Transport option is available or acceptable, We may assist with reimbursement of the unused and adversely affected part of the Self-Transfer Itinerary in accordance with the original Booking.
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.
When contacting the Dohop Service Centre, please always reference the confirmation number provided in the summary email sent to You.
When making use of the Customer Assistance Programme, You are responsible for maintaining reasonable contact with the Dohop Service Centre and for responding to communications by email or phone using the contact details You have provided.
We will make reasonable attempts to contact You, including at least two attempts by telephone and/or email. If We are unable to reach You using the contact details provided, and do not receive a response within a reasonable timeframe, We may treat this as an indication that You have chosen to make your own alternative arrangements without Our involvement.
However, if You are unable to contact the Dohop Service Centre despite making reasonable and demonstrable attempts to do so, You may arrange Your own reasonable and cost-effective alternative. In such circumstances, assistance with reimbursement of reasonable additional expenses directly arising from the Travel Disruption may be available, subject to assessment in accordance with the applicable reimbursement process.
Nothing in this clause limits or excludes any rights You may have under applicable consumer protection laws.
4. All reimbursements provided in connection with Jetstar Connect Services will be assessed based on receipts or other supporting documentation. You are expected to make reasonable efforts to keep any claim to a minimum, avoiding expenses relating to non-essential items, optional services, or upgrades.
Where a reimbursement is being claimed for hotel, meals or transport, We would direct You to submit Your claim through Jetstar (). In such cases, the transport carrier will be responsible for assessment, processing and issuing the reimbursement in accordance with its applicable terms and conditions and reimbursement processes.
Where reimbursement is made in a foreign currency, any currency conversion, exchange rates, payment methods, processing timelines, and applicable deductions will be determined by Jetstar (the transport carrier responsible for assessment of and issuing the reimbursement), in accordance with its applicable terms and conditions.
We are not responsible for delays or differences arising from the reimbursement processes applied by the relevant transport carrier.
5. SPECIFIC LIMITATION ON Jetstar Connect Services
Jetstar Connect Services applies only in circumstances where a Travel Disruption affecting the Trip of the Self-Transfer Itinerary, and caused by the relevant transport carrier, results in the Customer missing a later Trip included in the same Booking.
Jetstar Connect Services does not apply, and no Jetstar Connect Services assistance will be provided, in any other circumstances, including but not limited to the circumstances set out below:
The Travel Disruption is caused by extraordinary circumstances that neither We nor the relevant transport carrier(s) could prevent.
This includes, but is not limited to, extraordinary situations that affect the operations of third parties involved in the provision of the transport services, such as strikes or other significant operational limitations affecting a carrier or an airport or station, bankruptcy or insolvency of a carrier, termination of a substantial portion of a carrier’s services, or any other event that significantly limits or prevents a carrier from providing its services.
Your own fault, or the fault of any person listed in the same Booking as You, including but not limited to the following circumstances:
i) failing to ensure that all Travellers listed in the Booking hold all required and valid travel documents necessary for the Self-Transfer Itinerary, whether required by the transport carrier, the country of departure, any transit country, or the country of destination;
ii) changes or updates to the Self-Transfer Itinerary or contact details made directly with a transport carrier by You or any Traveller listed in the Booking without Our knowledge or approval;
iii) travelling with, or attempting to add, checked baggage to a No-Checked-Bag Itinerary directly with a transport carrier, including situations where You or any Traveller brings or adds baggage to an itinerary that was offered and booked as a no-checked-bag itinerary;
iv) making alternative travel arrangements without prior approval from Our agents;
v) any Traveller being deemed unfit to travel, voluntarily failing to board, or being offloaded from any Trip; or
vi) failing to fulfil Your obligations under these Terms, including failing to maintain contact with Us, being uncontactable, failing to respond to Our communications, or failing to follow the procedures set out in these Terms.
The Self-Transfer Itinerary is adversely affected, including where a later Trip in the Self-Transfer Itinerary is missed, due to the act or omission of third parties other than Us or the relevant transport carriers, including but not limited to the following circumstances:
i) delays in the collection or re-check-in of baggage caused by the Traveller.
You and all Travellers listed in the same Booking could reasonably have made the Self-Transfer connection.
You purchase or add Jetstar Connect Services to the Self-Transfer Itinerary Booking after the Travel Disruption has occurred.
If You have activated Jetstar Connect Services and We have provided You with its fulfilments, it will not apply to a travel disruption by the carrier of the Alternative Transport.
We will not be responsible for costs incurred as a result of Your decision not to travel on any Trip included in the Self-Transfer Itinerary Booking, or on any Alternative Transport arranged by Us under Jetstar Connect Services.
Any and all services provided under Jetstar Connect Services must be pre-approved by Our agents, and after they agree to provide a service, We will direct You to submit Your claim through Jetstar for expenses reimbursement 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.
6. COMPLETION OF A BOOKING
A booking is considered completed by You and confirmed by Us when:
You have selected any and all services offered via the Platform that You wish to receive and purchase;
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;
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;
You have fulfilled and effected payment of the Booking and it has been accepted by any and all parties involved in the booking order;
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
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, Passenger details, Self-Transfer Itinerary details, and a summary of charges.
The confirmation number included in the email is provided solely to enable Us to assist You in any communications between You and Us in relation to the Booking and Jetstar Connect Services. The confirmation email and confirmation number sent by Us do not themselves constitute an electronic ticket or a guarantee of boarding, which remains subject to the applicable transport carrier’s conditions of carriage.
The relevant transport carrier(s) involved in the Booking will, upon receipt of full payment, send You a separate booking confirmation containing the transport ticket and a confirmation number that must be used for all communications with 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 +61 1800 952 377
7. PRICE AND PAYMENT
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.
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.
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.
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.
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.
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, we will cancel your booking, resulting in the refunding of any payments which were successfully made. Dependent on the vendor processing the refund, funds may not be returned for up to 14 business days.
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.
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.
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:
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;
Chargebacks resulting from charges authorised by family, friends, associates other third parties with direct access to You, the user´s, credit card;
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;
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.
8. DATA PROTECTION
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.
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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.
9. LIABILITY
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 Jetstar Connect Services.
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.
10. 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 +61 1800 952 377, 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.
11. MISCELLANEOUS
1. The English version of these Terms is the original. If there´s any dispute regarding the Terms or any mismatch between languages, the English-language terms 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. Jetstar Connect Services 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 24 Jun 2026
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