Digital Services Act

Digital Services Act (DSA)

Regulation (EU) 2022/2065

Statement on the Digital Services Act

The Digital Services Act (Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a single market for digital services and amending Directive 2000/31/EC (the “Digital Services Act”), aims to create a safe, predictable, and trustworthy online environment where the fundamental rights of users of digital services are protected and a level playing field for providers of intermediary services is established.

The company under the trade name "Ferryhopper S.A.", and the distinctive title "Ferryhopper", having its registered office at 147 Thessalonikis street, Moschato, Greece, with General Commercial Registry registration number 140289903000 and Tax Identification Number EL800769311, Attica Tax Procedures and Service Provision Center (KE.FO.D.E.) (hereinafter the Company or we), as a provider of the online platform “www.ferryhopper.com” and the mobile application "Ferryhopper” (hereinafter the term Ferryhopper means both the website and the mobile application) is fully committed to complying with the requirements of the Digital Services Act and to ensuring a safe, predictable, and trustworthy digital environment for the recipients of its services.

In compliance with the Digital Services Act and the relevant Greek legislation, the Company hereby declares and discloses the following information:

1. Point of Contact for the purposes of the Digital Services Act

The Company has designated the email address [email protected] as the Single Point of Contact for receiving any orders to take action against illegal content on its website “www.ferryhopper.com” and on the mobile application “Ferryhopper”, as well as orders to provide specific information about the recipients of its services issued by any competent national judicial or administrative authorities, in accordance with Articles 9 and 10 of the Digital Services Act, respectively.

This email address has been designated by the Company as the Point of Contact to enable direct communication with any competent European or national authority responsible for the implementation of the Digital Services Act, in accordance with Article 11 of the Digital Services Act.

The languages in which communication may be made are Greek and English, however every effort will be made to communicate in any other language, if required. Please include the reference "Digital Services Act" or "DSA" in the subject of your email.

According to Article 12 of the Digital Services Act, providers of intermediary services shall designate a single point of contact to enable recipients of the service to communicate directly and rapidly with them, by electronic means and in a user-friendly manner.

Aiming to ensure two-way, rapid, direct, and effective communication with the recipients of its services, the Company has designated as its Point of Contact for the recipients of its services the dedicated chat system accessible in the section Contact of its website "www.ferryhopper.com", as well as in its mobile application "Ferryhopper App". The aforementioned system enables recipients of the service to submit requests to the Company concerning matters relating, inter alia, to the management of bookings, pre-booking inquiries, the protection of personal data, as well as other legal or related issues, as well as any other matter connected with the use of the service. Depending on the nature of the request, recipients may either communicate with a representative of the Company’s Customer Support Team via live chat, or provide their email address and submit their request for review by the Customer Support Team, in which case the Customer Support Team ensures that a prompt and timely response is provided by email.

The Company makes ongoing and systematic efforts to improve and enhance the effectiveness of its communication channels with the competent authorities and with the recipients of its services. As such, it undertakes to reassess and optimize the above Contact Points, updating the above information.

2. Notice and action mechanism and Internal complaint-handling system

With the aim of ensuring a safe and trustworthy online environment for the recipients of its services and in full compliance with Article 16 of the Digital Services Act, the Company provides any individual or entity with the opportunity to notify it through the establishment of a notice and action mechanism, of the presence on Ferryhopper of specific items of information that the individual or entity considers to be illegal content.

Specifically, we provide the option to report content that is considered to violate the Company’s Terms of Use or may constitute illegal content through this special report form. Please note that the report form should be duly completed, sufficiently precise and adequately substantiated, in order to enable the Company to take an informed decision regarding the content to which the notice relates and take any measures to restrict the alleged illegal content. In the event of a notice being submitted by trusted flaggers, such notices shall be examined as a matter of priority within a short period of time, in accordance with the relevant provisions.

As soon as possible following the submission of the relevant notice of alleged illegal content, you will receive confirmation of receipt of your notice at your contact email address. Then, the submitted notices are processed and assessed by the Company’s specialized team, which is responsible for detecting, reviewing, and monitoring any illegal content, and the Company decides in a timely and objective manner, on notices of alleged illegal content submitted through the mechanism, in full compliance with its regulatory obligations under the applicable legal framework.

You will be informed of the Company’s reasoned decision on your submitted notice, as well as your right to contest this decision through the Internal complaint-handling system, which you will have access to, free of charge, for six (6) months from the date of notification of the decision. A corresponding notice will be sent to the affected recipients of the Company’s services in the event of a decision taken by the Company on the grounds that the information provided constitutes illegal content or is incompatible with its Terms of Use, which may consist, indicatively, of the removal of such information or the disabling of access to it, or the suspension or termination of the provision of the service, in whole or in part, to the recipients concerned.

In the event that you disagree with the Company’s decision on your notice submitted through the notice and action mechanism or with the Company’s decision concerning the illegality of the content or its incompatibility with the Terms of Use, you may complete and submit this complaint form, providing sufficient substantiation of the reasons for your disagreement with the Company’s decision. Following the above, your complaint will be assessed by the Company’s specialized team. You will be informed of the Company’s reasoned decision regarding the information referred to in your complaint. Where your complaint contains sufficient grounds for the Company to consider that its decision not to act upon the notice is unfounded or that the information to which the complaint relates is not illegal and is not incompatible with its Terms of Use or contains information indicating that the complainant’s conduct does not warrant the measure taken, it shall reverse its decision without undue delay.

If you still disagree with the Company’s decisions, you have the option to settle the dispute before out-of-court dispute settlement bodies certified by the National Telecommunications and Post Commission (EETT).

The Company reserves the right to expect recipients of its service to provide accurate electronic contact information within the report form. It is essential that you complete your electronic contact information in full and correctly so that we are able to contact you to inform you of the outcome of your notice or complaint.

3. Measures and protection against misuse

In case of frequent provision of manifestly illegal content, the Company reserves the right to suspend, for a period of time deemed reasonable at its discretion, and after having issued a prior warning before deciding on the suspension, the provision of its services to any affected recipients of the service. The prior warning shall include the reasons for the possible suspension and the means of redress against the Company’s decision.

Similarly, in the event of frequent submission of manifestly unfounded notices or complaints under the notice and action mechanism and the Internal Complaint-handling system, the Company reserves the right to suspend, for a period of time deemed reasonable at its discretion, and after having issued a prior warning before deciding on the suspension, the processing of notices and complaints submitted through these mechanisms and internal systems. The prior warning shall include the reasons for the possible suspension and the means of redress against the Company’s decision.

When deciding on suspension, the Company shall take into account all relevant facts and circumstances apparent from the information available to it, and, at a minimum, the following: (a) the absolute numbers of items of manifestly illegal content or manifestly unfounded notices or complaints, submitted within a given time frame; (b) the relative proportion thereof in relation to the total number of items of information provided or notices submitted within a given time frame; (c) the gravity of the misuses, including the nature of illegal content, and of its consequences; (d) where it is possible to identify it, the intention of the recipient of the service, the individual, the entity or the complainant.

4. Information on the number of average monthly active recipients

In accordance with Article 24(2) of the Digital Services Act, the Company informs that, based on calculations carried out in accordance with the relevant provisions of the Digital Services Act the average monthly number of active recipients of its services within the European Union for the six-month period between February 28, 2025, and July 28, 2025, is estimated at 916,148.

The Company undertakes to update the number in question every six months in accordance with the applicable provisions.

5. Publication of annual transparency reports

In compliance with the provisions of Articles 15 and 24 of the Digital Services Act, the Company informs the recipients of its services that they may access the annual transparency reports that it is required to prepare and publish through this special page.

The Transparency Report for the reporting period from February 17, 2024, to February 16, 2025, is available here.

Last update 10.10.2025