Terms of Use
These Terms describe how you may use the Airhopp website and booking services. This is an early-stage, good-faith summary for initial customers and partners and is not yet a lawyer-reviewed contract. As Airhopp grows, these Terms may be updated or replaced with a formal agreement.
What Airhopp does
Airhopp is an online platform that connects travellers and their families with independent airport mobility vendors who provide services such as wheelchairs, carts/buggies, and escort assistance inside airports. Airhopp itself does not operate the mobility services – they are delivered by the vendors.
Role of vendors
Each service you book is provided by an independent vendor. In most cases, the vendor is the merchant of record for the service itself, and is responsible for delivering the on-the-ground assistance at the airport. Airhopp focuses on providing the booking interface, securely handling payments through third-party payment providers, and forwarding booking details to the vendor.
Your responsibilities as a customer
- Provide accurate information when making a booking (names, dates, flight details, mobility needs).
- Ensure the contact email and phone number (if provided) are correct so the vendor can reach you.
- Arrive at the airport with enough time for security, check-in, and assistance arrangements.
- Use the service in a respectful and lawful manner.
- Contact Airhopp or the vendor promptly if you notice any mistake in your booking details.
Vendors and service quality
Airhopp aims to work with reliable, trustworthy vendors, but we do not control their staff, equipment, schedules, or operations at the airport. Any in-airport assistance (such as wheelchair handling or escorting passengers) is ultimately the responsibility of the vendor that provides the service.
If you experience issues with a service, we encourage you to contact both the vendor and Airhopp so we can help coordinate a resolution where reasonably possible.
Bookings, changes, and cancellations
Each vendor may have their own rules regarding changes, cancellations, and refunds. During this early stage, some changes or cancellations may need to be handled manually by contacting Airhopp support or the vendor directly. Where possible, we will clarify key conditions in your booking confirmation.
Certain bookings may be non-refundable or subject to fees if changes are requested close to the service time. It is your responsibility to review any special conditions mentioned for the service or in your confirmation email.
Payments and platform fees
Payments on Airhopp are processed securely by third-party payment providers (such as Stripe). In many cases, payment is routed directly to the vendor’s account, with Airhopp receiving a separate platform fee or commission for providing the booking infrastructure.
When a payment is marked as successful by our payment provider, your booking will normally be treated as confirmed and shared with the vendor. If a payment is declined, cancelled, or reversed, the vendor may not be obligated to provide the service.
Platform only; no guarantees of availability
Airhopp provides the booking platform “as is” and “as available”. We will make reasonable efforts to keep the service online, but we cannot guarantee uninterrupted availability or error-free operation.
We may temporarily suspend access for maintenance, updates, or for security reasons. In such cases, we will try to minimize disruption, especially around active bookings.
Limitation of liability
To the extent permitted by applicable law, Airhopp is not liable for:
- Delays, errors, or issues in service delivery caused by vendors or airports.
- Flight changes, cancellations, missed connections, or airport disruptions.
- Events outside our reasonable control (e.g. strikes, extreme weather, security incidents).
To the extent permitted by applicable law, Airhopp’s total liability for any claim related to use of the platform is limited to the amount you paid for the affected booking through Airhopp.
Acceptable use
You agree not to:
- Use the platform for fraudulent, abusive, or unlawful purposes.
- Attempt to interfere with or disrupt the website or its security.
- Copy, scrape, or harvest data from the platform except as allowed by law.
Changes to these Terms
These Terms may be updated as Airhopp grows or as legal requirements change. When we make significant updates, we will adjust the date below. Continuing to use the website after updates are published means you accept the updated Terms.