Toplu ApS | Reg. no. 46403274 | Greater Copenhagen, Denmark

Last updated: April 2026

These Terms of Service are the authoritative English-language version. Translations into other languages are provided for convenience only. In the event of any inconsistency between the English version and any translation, the English version shall prevail.

1. Definitions

In these Terms of Service, the following words and expressions have the meanings set out below:

"Airline" means the air carrier operating the flight(s) included in your Booking. The Airline is the party responsible for the actual air transportation.

"Airline-Initiated Change" means any change to the scheduled flight(s) made by the Airline after a Booking has been confirmed, including changes to departure time, arrival time, route, aircraft type, or cancellation.

"Booking" means a confirmed reservation for one or more flights made through the Service, identified by a Booking Reference.

"Booking Confirmation" means the confirmation sent to you by Toplu after a Booking has been successfully completed, containing the Booking Reference, flight details, passenger information, and price breakdown.

"Booking Reference" (also known as PNR — Passenger Name Record) means the unique alphanumeric code assigned by the Airline to identify your Booking. This is your primary reference for check-in, contact with the Airline, and any claims.

"Contract of Carriage" means the agreement between you and the Airline governing the air transportation. This contract is subject to the Airline's own conditions of carriage, applicable international conventions (such as the Montreal Convention), and applicable laws.

"Duffel" means Duffel Technology Limited, the booking platform through which Toplu accesses airline inventory, processes bookings, and manages ancillary services.

"Fare Brand" (also known as fare class or ticket type) means the category of ticket selected for a flight (e.g., Basic, Classic, Flex), which determines the rules for changes, cancellations, baggage allowance, seat selection, and other included services.

"Offer" means a flight option displayed in the Service with a specific price, which is available for booking for a limited time. Offers are subject to availability and may expire.

"Passenger" means any individual named in a Booking who will travel on the booked flight(s), including the primary account holder and any additional travelers.

"Service" means the Toplu mobile application and any related services provided by Toplu, including flight search, booking, trip management, and customer support.

"Toplu", "we", "us", or "our" means Toplu ApS, a company registered in Denmark under registration number 46403274, with its principal place of business in Greater Copenhagen, Denmark.

"Toplu Booking Number" means the internal reference number assigned by Toplu to each Booking, in the format TPL-YYMMDDXXXX.

"Toplu Service Fee" means the fee charged by Toplu for facilitating the Booking, as displayed in the price breakdown before payment.

"You", "your", or "user" means any individual who accesses or uses the Service, whether or not they have created an account.

2. About Toplu

2.1 Our Role

Toplu is a flight booking intermediary. We provide a platform that allows you to search for, compare, and book flights offered by Airlines. Toplu is not an airline and does not operate any flights.

When you make a Booking through Toplu:

You enter into a Contract of Carriage directly with the Airline. Toplu is not a party to this contract. The Airline is solely responsible for the operation of the flight, including departure times, aircraft, crew, in-flight services, and baggage handling.
Toplu acts as an intermediary, facilitating the Booking on your behalf through our booking platform partner, Duffel. Toplu accesses airline inventory and issues tickets under Duffel's IATA accreditation — Toplu does not hold its own IATA license. We transmit your booking details and payment to the Airline and provide you with a Booking Confirmation.
Toplu is not responsible for the Airline's performance, including delays, cancellations, route changes, overbooking, downgrading, or any other operational decision made by the Airline. However, Toplu will assist you by facilitating communication and support with the Airline to the extent possible through our booking platform.

2.2 What Toplu Does

Toplu provides the following services:

Flight search: We search across multiple Airlines to find available flights matching your criteria.
Price and fare comparison: We display a transparent price breakdown showing the Airline's price and our fees separately. You can expand each component to see the full detail (see Section 5).
Booking facilitation: We process your Booking with the Airline, collect payment, and issue your Booking Confirmation.
Ancillary services: We facilitate the purchase of additional services offered by the Airline, such as extra baggage and seat selection.
Trip management: We provide tools to view your upcoming trips, access booking details, and receive notifications about flight changes.
Booking changes: Where the Airline's fare rules permit changes, we facilitate modifications to your Booking (such as changing the travel date or time). Changes are subject to the Airline's change fees and any fare difference (see Section 7.2).
Airline-Initiated Change handling: When the Airline changes your flight schedule or cancels your flight, we notify you and present the details. If an alternative is offered, you can accept it directly in the app. Your Booking Reference exists in the Airline's system, and the Airline can assist you directly with rebooking when the change is initiated by them. If you prefer a refund, you can request one through Toplu, as payment was processed through us (see Section 12).
Cancellation facilitation: Where permitted by the Airline's fare rules, we facilitate the cancellation of your Booking and process refunds.
Customer notifications: We notify you of Airline-Initiated Changes, check-in reminders, and other booking-related information.

2.3 What Toplu Does Not Do

Toplu does not:

Operate flights or provide air transportation.
Set or control airfares, baggage policies, or fare rules. These are determined solely by the Airline.
Guarantee the availability of any flight, fare, or seat.
Provide travel insurance, medical assistance, or visa/passport services.
Act as your legal representative in disputes with Airlines, though we may assist in facilitating communication.

2.4 Relationship Between These Terms and the Airline's Terms

Your use of the Service is governed by these Terms of Service. Your air transportation is additionally governed by the Airline's conditions of carriage, which you accept when completing a Booking. In the event of a conflict between these Terms and the Airline's conditions of carriage regarding the air transportation itself, the Airline's conditions shall prevail.

3. Eligibility and Your Account

3.1 Eligibility

To use the Service and make Bookings, you must:

Be at least 18 years of age.
Have the legal capacity to enter into binding agreements.
Provide accurate and truthful information.

You may book flights on behalf of other Passengers (including children under 18), provided you have their consent (or, for minors, the consent of their parent or legal guardian) and you accept responsibility for the accuracy of their information and for communicating these Terms to them.

3.2 Guest Bookings

You may make a Booking without creating an account, provided you meet the eligibility requirements in Section 3.1, including being at least 18 years of age. When booking as a guest, you provide the required Passenger details (name, date of birth, gender, and contact information) directly during the booking process. Guest bookings are associated with your device for trip management and push notifications.

3.3 Account Creation

You may create an account to save your information for future Bookings, manage saved travelers, and access additional features. Accounts can be created using one of the following methods:

Sign in with Apple: We receive your name and email address (which may be an Apple relay address) from Apple.
Sign in with Google: We receive your name and email address from Google.
Sign in with email: You enter your email address and verify your identity using a temporary verification code sent to that email.

During account setup, you will be asked to provide additional information required for flight bookings, including your date of birth, gender, and phone number. You may also optionally add loyalty programme numbers for supported airlines. This information is necessary because Airlines require it for all Passengers at the time of booking.

3.4 Account Responsibilities

You are responsible for:

Not allowing others to use your account or make Bookings on your behalf without your knowledge.
Ensuring all information in your account is accurate, complete, and up to date.
All activity that occurs under your account, including Bookings made by others using your account.

3.5 Saved Travelers

You may save the details of other travelers (such as family members or frequent travel companions) to your account for future Bookings. You represent and warrant that you have obtained the consent of each saved traveler (or their parent/legal guardian for minors) to store and use their personal information for booking purposes.

3.6 Account Deletion

You may delete your account at any time through the app settings. Upon deletion:

Your account and personal profile data will be permanently removed.
Booking records will be retained as required by law and for the purpose of processing any pending refunds or disputes. These records will no longer be linked to your account, but can be accessed using your booking reference.
If you sign in again after deletion, you will be treated as a new user regardless of which sign-in method you use.

For more information about data retention after account deletion, see our Privacy Policy.

4. Flight Search and Booking

4.1 Flight Search

When you search for flights through the Service, we query available flights from multiple Airlines through our booking platform Duffel. Search results are based on the criteria you provide, including origin, destination, dates, number of Passengers, and cabin class.

Flights displayed in search results are subject to real-time availability and pricing. The availability and price of a flight may change between the time it is displayed and the time you complete your Booking.

4.2 Offers and Expiration

Each Offer displayed in the Service has a limited validity period. If an Offer expires before you complete your Booking, you will need to perform a new search to obtain current pricing and availability.

Toplu does not guarantee the accuracy of prices displayed in search results. Airlines may adjust their pricing at any time due to dynamic pricing. If the Airline changes the price after you initiate a search but before payment is completed, the updated price will be presented to you for acceptance. You are not obligated to proceed at the new price.

4.3 Booking Process

A Booking is completed when all of the following have occurred:

You have selected an Offer and any ancillary services (baggage, seat selection).
You have provided accurate Passenger details for all travelers.
You have reviewed and accepted the total price, including all fees.
Your payment has been successfully processed.
The Airline has confirmed the Booking and issued a Booking Reference.

You will receive a Booking Confirmation via email containing your Booking Reference, Toplu Booking Number, flight details, Passenger information, and a full price breakdown.

4.4 Booking Confirmation

A Booking is only confirmed when you receive a Booking Confirmation from Toplu. Your payment is authorized (reserved) when you pay, but is only charged once the Airline has confirmed the Booking. If the Airline is unable to confirm the Booking (for example, due to a fare becoming unavailable), the authorization is released and you will not be charged. For full details on how payments are processed, see Section 6.

4.5 Passenger Information Accuracy

You are responsible for ensuring that all Passenger information provided during the Booking process is accurate, complete, and matches the travel documents that each Passenger will use. This includes, but is not limited to:

Full legal name in Latin characters (as it appears on the passport or identity document).
Date of birth.
Gender.
Contact details (email and phone number).

Toplu is not responsible for any issues arising from incorrect Passenger information, including denied boarding, additional fees charged by the Airline, or the inability to use the ticket.

If you discover an error in a Passenger's name after booking, you may contact Toplu to request a name correction. Name corrections are subject to the Airline's policies and may not always be possible or free of charge.

4.6 Complete Journeys

Each Booking through Toplu represents a single, complete journey — even when it includes layovers or multiple flight segments. This means:

You check in once at your origin and your Boarding Pass covers all segments through to your final destination.
Checked baggage is handled through to your final destination without you needing to collect and re-check it at connecting airports.

There may be exceptions where you are required to collect your baggage during a connection, such as when passing through customs and immigration (e.g., entering the United States). These requirements are imposed by the destination country, not by Toplu or the Airline.

5. Prices and Fees

5.1 Total Price

All prices displayed in the Service include applicable taxes, surcharges, and fees, unless otherwise indicated. The total price shown on the final payment screen is the amount you will be charged.

The total price of a Booking is presented as two main components:

Airline price:

Airline base fare: The price set by the Airline for the flight.
Taxes and surcharges: Government taxes, airport fees, and other mandatory charges imposed by authorities or the Airline.
Ancillary services (if selected): Extra baggage, seat selection, and other optional services.

Fees:

Toplu Service Fee: Our fee for providing the Service and facilitating your Booking.
Third-party service fee: A fee covering the cost of booking infrastructure provided by our booking platform partner Duffel.
Third-party transaction fee: A payment processing fee that varies depending on your payment method and the country of issuance of your payment card (see Section 5.4).
VAT: Value Added Tax applied to the fees above, as required by law (see Section 5.5).

You can expand each component in the app to see the full detail. A complete breakdown is always displayed before you confirm your Booking.

5.2 Dynamic Pricing

Flight prices are set by Airlines and change frequently based on demand, availability, time of booking, and other factors outside Toplu's control. The price of a flight may increase or decrease at any time before a Booking is confirmed. The final price, including any adjusted fees, is always displayed on the payment screen before you confirm your Booking.

Toplu does not control or influence the prices set by Airlines.

5.3 Currency

Toplu supports payments in multiple currencies. You choose your preferred payment currency from the available options in the app.

Airline prices are received in EUR. If you pay in a currency other than EUR, the price is converted using a daily exchange rate provided by Exchange Rate API (exchangerate-api.com). These rates may differ slightly from the real-time interbank rate. To bring the converted price closer to the actual market value, we apply a 0.15% exchange rate markup. The exchange rate applied to your Booking is the rate in effect at the time of payment and is shown in the price breakdown before you confirm.

If your payment card is denominated in a currency other than your chosen payment currency, your card issuer or bank may apply their own currency conversion fee. Toplu is not responsible for any fees applied by your bank or card issuer.

5.4 Transaction Fee

The transaction fee covers the cost of payment processing and varies depending on the region where your payment card was issued:

Card issuing region	Percentage fee	Fixed fee
European Economic Area (EEA)	1.5%	1.80 DKK
United Kingdom	2.5%	1.80 DKK
All other regions	3.25%	1.80 DKK

The fixed fee is 1.80 DKK, as Toplu is a Danish company and Stripe charges the fixed fee in our settlement currency. If you pay in a currency other than DKK, the fixed fee is converted to your chosen payment currency at the applicable exchange rate and displayed accordingly in the price breakdown.

The transaction fee is initially calculated based on your device's region as an estimate of your card's issuing region. When the payment is captured (charged), the fee is recalculated based on your card's actual issuing region. If your card's actual region results in a higher fee than the estimate, the payment will not go through at the original price. In that case, you will be presented with an updated price reflecting the correct fee tier and can choose to proceed or cancel.

If your card is issued in a currency other than your chosen payment currency, an additional currency conversion fee may be applied by Stripe (our payment processor) or by your bank. This fee is not set by or paid to Toplu.

5.5 Tax

All fees (Toplu Service Fee, third-party service fee, and third-party transaction fee) are subject to 25% Danish VAT (moms), which Toplu is required to collect and remit to the Danish state. The VAT is calculated on the combined fees and is included in the total price displayed before payment. The VAT is shown as a separate line item in the fee breakdown.

The airline price (base fare, taxes, surcharges, and ancillary services) is not subject to additional tax from Toplu, as Toplu acts as an intermediary on behalf of the Airline.

5.6 Fee Adjustments

Toplu reserves the right to update its fee structure. Any changes to the Toplu Service Fee or third-party service fee will apply only to Bookings made after the effective date of the change and will not affect existing Bookings.

6. Payment

6.1 Payment Methods

Toplu accepts the following payment methods:

Credit and debit cards (including Visa, Mastercard, and American Express) via Stripe.
Apple Pay (on supported devices).

All payments are processed securely by Stripe, our payment processor. Toplu does not store your card number or payment card details. For more information about how payment data is handled, see our Privacy Policy.

6.2 Payment Processing

When you confirm a Booking, the following occurs:

Your payment is authorized (the amount is reserved on your payment method). The transaction fee is estimated based on your device's region (see Section 5.4).
Your Booking is submitted to the Airline via Duffel for confirmation.
If the Airline confirms the Booking, the payment is captured (charged). If your card's actual issuing region results in a higher fee than the estimate, the payment is not captured and you will be presented with an updated price to accept before proceeding.
If the Airline cannot confirm the Booking, the authorization is released in full and no charge is made.

This authorization-and-capture process protects you from being charged for a Booking that cannot be completed.

6.3 Billing Details

During payment, you will be asked to provide your name, email address, and billing address. This information is required by our payment processor for fraud prevention and verification purposes.

6.4 Failed Payments

If your payment fails, your Booking will not be completed. You may retry with a different payment method. Toplu is not responsible for any costs or consequences arising from a failed payment, including changes in flight price or availability.

6.5 Refunds

Refunds are processed to the original payment method used for the Booking. The time it takes for a refund to appear on your statement depends on your bank or card issuer, but typically takes 5-14 business days after the refund is initiated by Toplu.

7. Changes, Cancellations, and Refunds

7.1 General Principle

The rules governing changes, cancellations, and refunds for your flight are determined by the Airline and the Fare Brand you selected at the time of booking. Toplu does not set these rules.

Before completing a Booking, the applicable ticket rules (including change and cancellation policies) are displayed in the Service. It is your responsibility to review and understand these rules before confirming your Booking.

7.2 Changes to Your Booking

If the Airline's fare rules permit changes, you may be able to modify certain aspects of your Booking (such as date or time). Changes are subject to:

The Airline's change fee (if any).
Any difference in fare between the original and new flight.
A transaction fee on any additional amount charged.
Availability of alternative flights.

Toplu facilitates changes where possible, but cannot guarantee that changes will be accepted by the Airline.

7.3 Cancellations by You

If you wish to cancel your Booking, the refund you receive depends on the Airline's fare rules for your Fare Brand:

Refundable tickets: You will receive a refund of the amount refunded by the Airline. The Toplu Service Fee, third-party service fee, and transaction fee are not refundable.
Non-refundable tickets: No refund will be issued. The ticket is binding from the moment the Booking is confirmed.
Partially refundable tickets: You will receive a refund of the amount refunded by the Airline, minus any cancellation penalties imposed by the Airline. The Toplu Service Fee, third-party service fee, and transaction fee are not refundable.

Toplu passes through exactly the refund amount provided by the Airline. Toplu does not add cancellation fees on top of any Airline-imposed penalties.

7.4 Cancellations by the Airline

If the Airline cancels your flight or makes a significant change to the schedule, you are generally entitled to a full refund or free rebooking, regardless of your ticket type — including non-refundable tickets. This right is established under EU Regulation 261/2004 for flights departing from or arriving in the EU (see Section 11.1), under US Department of Transportation rules for flights to or from the United States (see Section 11.2), and under similar regulations in many other jurisdictions.

When an Airline cancels a flight or makes a significant change, Toplu will:

Notify you of the cancellation or change as soon as we are informed.
Present the details of the change and any alternatives offered by the Airline.
Assist you in accepting the change, obtaining a refund, or rebooking to an alternative flight. Toplu will facilitate this process on your behalf through our support team.

7.5 Refund Timeline

Refunds are initiated by Toplu promptly after the Airline confirms the refund amount. The time for the refund to reach your account depends on your bank or card issuer, but is typically 5-14 business days.

8. Baggage

8.1 Included Baggage

The baggage allowance included with your flight depends on the Airline and the Fare Brand you selected. Included baggage (carry-on and checked) is shown during the booking process and in your Booking Confirmation. Personal items are not shown but may still be included depending on the Airline's policy. Specific weight and size limits for included baggage are not displayed in the Service — you should check the Airline's baggage policy for these details.

8.2 Extra Baggage

You may purchase additional checked baggage during the booking process. Extra baggage is a service provided by the Airline and facilitated by Toplu. The price, number of pieces, and available weight allowance are shown where provided by the Airline. Other conditions (such as dimensions) are set by the Airline and may not be displayed in the Service.

8.3 Baggage Limitations

Baggage restrictions (weight limits, size limits, prohibited items) are set by the Airline and may vary between Airlines and routes. As not all restrictions are displayed in the Service, it is your responsibility to check the Airline's baggage policy and comply with their rules. Toplu is not responsible for any fees, confiscation, or delays arising from non-compliance with the Airline's baggage rules.

8.4 Lost, Damaged, or Delayed Baggage

Toplu is not responsible for lost, damaged, or delayed baggage. Any claims must be directed to the Airline in accordance with the Airline's baggage policy and applicable international conventions (such as the Montreal Convention).

9. Seat Selection

9.1 Seat Selection Service

During the booking process, you may be able to select specific seats for your flight. Seat selection is an optional service provided by the Airline and facilitated by Toplu.

9.2 No Guarantee

The Airline reserves the right to change your seat assignment at any time, including due to aircraft changes, safety requirements, or operational reasons. Toplu does not guarantee that you will be seated in your selected seat.

9.3 Exit Row Seats

Seats located at emergency exits are subject to safety requirements set by international aviation authorities. By selecting an exit row seat, you confirm that you meet the applicable requirements, which generally include:

Being at least 15–16 years of age (the exact limit varies by Airline).
Being physically able to assist in an emergency, including operating the emergency exit door.
Being able to understand and follow the crew's verbal instructions.
Not traveling with infants or small children.

The Airline has the right to relocate any Passenger who does not meet the exit row requirements, at boarding or at any time during the flight. No compensation is provided for such relocation. The specific requirements may vary by Airline and are subject to local aviation regulations.

9.4 Seat Selection Refunds

If you paid for a specific seat and the Airline later moves you to a different seat (for example, due to an aircraft change), whether you receive a refund for the seat selection fee depends on the Airline's policies. Toplu will help you request a refund from the Airline where possible.

10. Check-in and Travel Documents

10.1 Check-in

It is your responsibility to check in for your flight in accordance with the Airline's requirements and deadlines. Failure to check in on time may result in the loss of your Booking without any right to a refund.

Toplu may send you a check-in reminder via push notification as a courtesy. This reminder does not constitute a guarantee and does not relieve you of the responsibility to check in on time. Toplu is not liable if you miss your flight due to failure to check in.

10.2 Travel Documents

It is your responsibility to ensure that all Passengers have valid travel documents for the entire journey, including:

A valid passport or identity document accepted by the destination country.
Any required visas, transit visas, or entry permits.
Any health documentation required by the destination country (e.g., vaccination certificates).

Toplu does not verify travel documents and is not responsible for any denial of boarding, entry refusal, or other consequences arising from invalid or missing travel documents.

10.3 E-Ticket Numbers

When the Airline issues an electronic ticket, the ticket number will be included in your Booking Confirmation email if it is available at the time of booking. Some Airlines are slower to issue ticket numbers, and they may not be available immediately. If your Booking Confirmation does not include a ticket number and you need it, contact us at ... and we will retrieve it for you. The absence of a ticket number does not mean that your Booking is invalid — your Booking Reference is your primary proof of reservation. The e-ticket number is rarely needed in practice, but may be required in specific situations such as compensation claims or communication with the Airline.

11. Passenger Rights

11.1 EU Regulation 261/2004

If your flight departs from an airport within the European Union (or EEA, Switzerland, or the United Kingdom), or arrives at such an airport on an EU-registered Airline, you may be entitled to compensation and assistance under EU Regulation 261/2004 in the event of:

Cancellation of your flight.
Long delays (3 hours or more at arrival).
Denied boarding due to overbooking.

Compensation amounts depend on the flight distance:

Flight distance	Compensation
1,500 km or less	€250
1,500–3,500 km (or over 1,500 km within the EU)	€400
Over 3,500 km	€600

The Airline is not required to pay compensation if the disruption was caused by extraordinary circumstances beyond its control (such as severe weather, air traffic control restrictions, or security risks).

Regardless of the cause, if your flight is cancelled you are always entitled to a full refund or rebooking — this right applies even when extraordinary circumstances exempt the Airline from paying compensation.

For schedule changes, there is no fixed time threshold in EU law. However, major schedule changes are generally treated as cancellations, triggering the same rights. Minor changes are subject to the Airline's own conditions of carriage.

These rights apply regardless of whether the ticket was purchased through Toplu or any other channel.

11.2 US Department of Transportation Rules

If your flight departs from or arrives in the United States, the Airline is required to automatically refund your ticket in the event of:

Cancellation of your flight.
Significant schedule change (3 or more hours for domestic flights, 6 or more hours for international flights).

The refund must be issued automatically by the Airline in the original form of payment — you should not need to request it. These rights apply to all airlines operating flights to or from the United States.

11.3 UK Passenger Rights

If your flight departs from a United Kingdom airport, or arrives at a UK airport on a UK or EU-registered Airline, you may be entitled to compensation and assistance under retained EU law (commonly referred to as UK261) in the event of cancellation, long delays (3 hours or more at arrival), or denied boarding. The rules are similar to EU Regulation 261/2004, with compensation amounts in GBP:

Flight distance	Compensation
1,500 km or less	£220
1,500–3,500 km	£350
Over 3,500 km	£520

The same extraordinary circumstances exception applies as under EU Regulation 261/2004.

11.4 Canada Air Passenger Protection Regulations (APPR)

If your flight departs from, arrives in, or is within Canada, you may be entitled to compensation under the Air Passenger Protection Regulations (APPR) for delays and cancellations within the Airline's control (not related to safety). Compensation amounts depend on the length of the delay and the size of the Airline, ranging from CAD 125 to CAD 1,000.

For disruptions outside the Airline's control (such as weather), the Airline is only required to complete your itinerary — compensation and refund rights do not apply in the same way.

11.5 Other Jurisdictions

For flights not covered by the regulations above, your rights in the event of cancellation, delay, or schedule change are determined by the Airline's conditions of carriage and the laws of the country where the flight operates.

11.6 Compensation Claims

Compensation under EU Regulation 261/2004, UK261, Canada APPR, or other applicable law is the responsibility of the Airline — Toplu does not pay compensation under these regulations. However, you do not need to contact the Airline yourself. Our support team in Denmark will handle the claim on your behalf and follow up with the Airline to help you get the compensation you are entitled to. Contact us at ... and we will take it from there.

11.7 Toplu's Role

Toplu will notify you of significant flight disruptions as soon as we are informed by the Airline. While the Airline remains legally responsible for providing assistance (meals, accommodation, rebooking) and compensation, our support team will actively help you navigate the situation — whether that means facilitating a rebooking, requesting a refund, or pursuing a compensation claim on your behalf.

12. Airline-Initiated Changes

12.1 Schedule Changes

Airlines may change flight schedules after a Booking has been confirmed. These changes may include altered departure or arrival times, changed routes, or changed aircraft.

12.2 Notification

Toplu will notify you of Airline-Initiated Changes as soon as we are informed, via push notification and/or email.

12.3 Your Options

When an Airline-Initiated Change occurs, you generally have the following options, regardless of your ticket type:

Accept the change: If the Airline offers an alternative flight (e.g., a new departure time), you can accept the change directly in the app.
Contact us for an alternative or refund: If you want a different flight, contact Toplu and we will help you find an alternative. If you would rather have a refund, we handle that too, since your payment was processed through Toplu. Under EU Regulation 261/2004, UK261, US DOT rules, Canada APPR, and similar regulations, you may be entitled to a full refund when the Airline cancels your flight (see Section 7.4 and Section 11).
Contact the Airline directly: If you are at the airport or close to departure, contact the Airline directly via their website, app, or their staff at the airport. Your Booking Reference exists in the Airline's system. Under EU Regulation 261/2004 (Article 5 and 8), UK261, and similar regulations, the operating Airline is legally obligated to assist you with rebooking, care, and refunds when they are responsible for a change or cancellation — regardless of where the ticket was purchased. If the Airline directs you back to the travel agent, this does not relieve them of their obligations. You can always contact us afterwards at ... and we will follow up on your behalf.

If a rebooking results in a different fare, the price difference is set by the Airline. If the new flight is more expensive, you pay the fare difference plus a transaction fee on the additional amount. If the new flight is cheaper, the fare difference will be refunded to you.

12.4 Toplu's Responsibility

Toplu is not responsible for Airline-Initiated Changes. The Airline is solely responsible for any disruption to your travel plans caused by schedule changes or cancellations. Toplu will assist you by notifying you of changes, facilitating acceptance in the app, helping you find alternative flights, and processing refund requests.

13. Loyalty Programmes

13.1 Frequent Flyer Numbers

You may provide your Airline loyalty programme membership number (frequent flyer number) during the booking process. Toplu will pass this information to the Airline via Duffel as part of your Booking.

13.2 No Guarantee

Toplu passes your loyalty programme number to the Airline via Duffel, and points are typically credited when the number is correct and the Airline supports accrual through third-party bookings. However, the crediting of points is ultimately the responsibility of the Airline and its loyalty programme, and Toplu cannot guarantee that points, miles, or tier benefits will be credited.

13.3 Accuracy

You are responsible for providing the correct loyalty programme number and ensuring it matches the name on the Booking. Toplu is not liable for any loss of points or benefits arising from incorrect information.

14. Limitation of Liability

14.1 Toplu's Liability

To the fullest extent permitted by applicable law:

Toplu's total aggregate liability to you for any and all claims arising out of or related to the Service or any Booking shall not exceed the total amount of the Toplu Service Fee paid by you for the relevant Booking.
Toplu shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of enjoyment, missed connections, accommodation costs, lost vacation time, or any other losses arising from the Airline's actions or omissions.

14.2 Airline Liability

Toplu is not liable for any act, omission, or default of any Airline, including but not limited to:

Flight cancellations, delays, diversions, or schedule changes.
Denied boarding or overbooking.
Lost, damaged, or delayed baggage.
Quality of in-flight services, food, or seating.
Changes to Fare Brand inclusions or services.

Claims for any of the above must be directed to the Airline.

14.3 Force Majeure

Toplu shall not be liable for any failure or delay in performing its obligations under these Terms to the extent that such failure or delay results from circumstances beyond Toplu's reasonable control, including but not limited to: natural disasters, war, terrorism, pandemics, epidemics, government actions or restrictions, strikes, civil unrest, power failures, internet or telecommunications failures, or actions of third parties (including Airlines, payment processors, or booking platforms).

14.4 Mandatory Consumer Rights

Nothing in these Terms shall limit or exclude:

Liability for death or personal injury caused by negligence.
Liability for fraud or fraudulent misrepresentation.
Any liability that cannot be limited or excluded under applicable Danish law or EU law.
Any mandatory consumer rights provided by the law of your country of residence.

15. EU Consumer Rights

15.1 Right of Withdrawal

Under EU Directive 2011/83/EU, consumers generally have a 14-day right of withdrawal from distance contracts. However, pursuant to Article 16(l) of the Directive, this right of withdrawal does not apply to contracts for the provision of accommodation, transport of goods, car rental services, catering, or services related to leisure activities where the contract provides for a specific date or period of performance.

As flight bookings specify a particular date and time of travel, the right of withdrawal does not apply to Bookings made through Toplu. Your Booking is binding from the moment it is confirmed, and cancellation is subject to the Airline's fare rules as described in Section 7.

15.2 Consumer Protection

These Terms do not affect any mandatory consumer protection rights you may have under the laws of your country of residence within the European Union or European Economic Area. Where any provision of these Terms conflicts with such mandatory rights, the mandatory rights shall prevail.

16. Intellectual Property

16.1 Toplu's Intellectual Property

The Service, including its design, functionality, software, text, graphics, logos, and trademarks, is the property of Toplu or its licensors and is protected by applicable intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of the Service without Toplu's prior written consent.

16.2 Limited License

Toplu grants you a limited, non-exclusive, non-transferable, revocable license to use the Service for your personal, non-commercial use in accordance with these Terms.

17. Prohibited Use

You agree not to:

Use the Service for any unlawful purpose.
Provide false, inaccurate, or misleading information when creating an account or making a Booking.
Make Bookings using fraudulent payment methods or on behalf of persons without their consent.
Use automated systems, bots, scrapers, or other software to access or extract data from the Service.
Resell, redistribute, or commercially exploit any information, flight data, or services obtained through the Service.
Attempt to gain unauthorized access to the Service, other users' accounts, or the systems and networks connected to the Service.
Interfere with or disrupt the Service or the servers and networks used to provide the Service.

Toplu reserves the right to suspend or terminate your account and cancel any Bookings made in violation of these Terms. In the case of Bookings made using fraudulent payment methods, Toplu may cancel the Booking and withhold or recover any refund amounts.

18. Service Availability

The Service is provided on an "as available" basis. Toplu does not guarantee uninterrupted or error-free access to the Service. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond Toplu's control.

When we are aware of service disruptions, we display a status banner in the app to keep you informed. The severity of the disruption is indicated by the color of the banner.

Toplu shall not be liable for any losses arising from the unavailability of the Service, including the inability to complete a Booking or access booking information during periods of downtime.

19. Dispute Resolution

19.1 Contact Us First

If you have a complaint or dispute regarding the Service or a Booking, please contact us first at .... We will endeavor to resolve your complaint as quickly as possible and within 30 days of receipt.

19.2 Consumer Complaint Bodies

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to the relevant consumer complaint body:

Denmark: Forbrugerklagenævnet (Danish Consumer Complaints Board) or Center for Klageløsning (Danish Centre for Dispute Resolution). More information at www.naevneneshus.dk.
Other EU/EEA countries: You may contact the consumer protection authority in your country of residence.
Outside the EU/EEA: You may contact the relevant consumer protection authority in your country of residence.

19.3 EU Alternative Dispute Resolution

As an EU-based business, Toplu is subject to the EU Directive on Alternative Dispute Resolution (ADR Directive 2013/11/EU). If you are a consumer residing in the EU/EEA and we cannot resolve your complaint directly, you may seek resolution through an ADR entity in your country.

20. Governing Law and Jurisdiction

20.1 Governing Law

These Terms are governed by and construed in accordance with the laws of Denmark, without regard to its conflict of law provisions.

20.2 Jurisdiction

Any disputes arising out of or in connection with these Terms shall be subject to the jurisdiction of the courts of Denmark.

20.3 EU Consumer Court Choice

If you are a consumer residing in the European Union or European Economic Area, you retain the right to bring proceedings in the courts of your country of residence, in accordance with applicable EU regulations on jurisdiction.

21. Amendments

Toplu may update these Terms from time to time. When we make significant changes, we will:

Update the "Last updated" date at the top of these Terms.
Notify you through the Service (via email) at least 30 days before the changes take effect.

Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance of the changes. If you do not agree with the updated Terms, you should stop using the Service.

Changes to these Terms will not affect Bookings made before the effective date of the change.

22. Contact Information

Toplu ApS Reg. no. 46403274 Greater Copenhagen, Denmark

Email: ...
Website: toplu.app