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SNAP! (Flight+Hotel) Terms and Conditions

[July 2025 version]

Introduction Booking and Purchase Process Cancellation and Refund of Flight+Hotel Limits of liability Pricing, Charges And Tax Promotions Award of airasia points Chargeback and Dispute Resolution Miscellaneous

SECTION A: INTRODUCTION

  1. The AirAsia MOVE website - www.airasia.com and the mobile application (collectively, the “Platform”), which are owned and operated by Move Travel Sdn Bhd (formerly known as AirAsia Com Travel Sdn Bhd) (“AirAsia MOVE”, “us", “we”, “our”) and/or its subsidiaries and affiliates allows the customer (“you”, “passenger”, “customer”) to purchase a flight and book a hotel room or accommodation under one booking reference number (“Flight+Hotel Package”).These terms and conditions (“Terms and Conditions”) shall govern your purchase of a Flight+Hotel Package (“Flight+Hotel Booking”) on the Platform.
  2. By making a Flight+Hotel Booking, you are deemed to have read, understood, accepted and agreed to be bound by these Terms and Conditions, the Terms of Use and Privacy Statement of the Platform, and any other applicable terms which may be amended and revised from time to time. We advise you to review these applicable terms periodically to be aware of such modifications as the most recent version of these terms will bind you at the time of any arising dispute, which may occur at a later date. Please take note that these applicable terms displayed on the Platform will be accompanied by a month and year stamp to denote the version.
  3. The Flight+Hotel Package is offered for booking on the Platform in collaboration with various airlines and hotel room providers. The hotel room offered under Flight+Hotel Package (“Hotel Accomodation”) is offered for booking on the Platform in collaboration with various hotel room providers which includes both directly from the respective hotels and indirectly from their third party merchant partners or suppliers (“Hotel Provider(s)”). The flights offered under Flight+Hotel Package (“Flight(s)”)are provided by AirAsia branded airlines (“AirAsia Airline”) and other airlines which are not AirAsia Airlines (“Other Airlines”), which are either sourced directly from the respective AirAsia Airline or Other Airlines and/or from a legitimate third party (“Third Party Suppliers”)(together, the AirAsia Airline, Other Airline and Third Party Suppliers shall be referred to collectively as the “Travel Suppliers”).
  4. You accept and acknowledge that we are only a distributor of the Hotel Accommodation and Flights offered under SNAP! (Flight+Hotel) and hence, assumes no liability should there be any delay, loss or damages as a result of any act or omission or negligence on the part of the Hotel Providers and/or Travel Suppliers in the course of its performance.
  5. In addition, by completing a Flight+Hotel Booking, you will be subjected to the terms of carriage, fare rules and conditions of the AirAsia Airlines, Other Airlines and the terms and conditions of the respective hotel owner and/or hotel management (“Hotel Operators”), which will be additional to these Terms and Conditions and you agree to be bound by and abide by such additional terms and conditions, which are hereby incorporated by reference.

SECTION B: BOOKING AND PURCHASE PROCESS

  1. The Flight+Hotel Package is available to the general public and all transactions on the Platform are completed, handled, processed and collected by AirAsia MOVE. We are the first point of customer support in relation to your Flight+Hotel Booking. Should you have any inquiries please contact us through our customer service channel (AskBo) on our mobile application (Messages>AskBo) or through the following link.
  2. Once you have completed the Flight+Hotel Booking (i.e payment has been made), a booking confirmation for your flight (“Flight Itinerary”) and your Hotel Accommodation (“Hotel Booking Confirmation Voucher”) will be sent to the email address you have provided to us during the booking process. You may also view this under the 'Purchases' section on the Platform.
  3. Once a Flight+Hotel Booking is confirmed as per paragraph 7 of this Terms and Conditions, you are not allowed to make any changes to the Flights or Hotel Accommodation booking such as changing dates, room types, guest information etc.
  4. In relation to the Hotel Accommodation, failure to check-in (i.e ‘no-show’) in accordance with the Hotel Operators’ terms and conditions will be deemed a full cancellation by you and you will not be entitled to a refund.
  5. You agree and acknowledge that certain flights and your travel may be subject to the applicable visa requirements, which you shall be responsible to obtain. Please check with the local laws of the country you are travelling from, into, over or transiting, for such visa requirements. We shall in no way be responsible for any issues, including but not limited to your inability to travel and check-in to a hotel, arising out of such visa requirements and shall also not be liable to refund for your inability to travel or check-in due to any such reason.
  6. The Hotel Accommodation and Flights offered via SNAP! (Flight+Hotel) on the Platform are strictly subject to availability.
  7. Some Hotel Operators may require a security deposit or incidental charge upon check-in. Subject to the Hotel Operator’s policy, this deposit payable by you may be made via cash or pre-authorization on a credit card, and will be refunded to you by the Hotel Operator at check-out, provided there are no additional charges incurred during your stay. You agree and acknowledge that AirAsia MOVE shall not be liable for any refunds of the deposits made by you to the Hotel Operator.
  8. You are solely responsible for verifying whether any payment has been deducted and for identifying any duplicate transactions of your Flight+Hotel Booking. This includes reviewing your bank or payment account and checking your email for a payment confirmation or Flight Itinerary and Hotel Booking Confirmation Voucher. In the event that payment has been deducted but no confirmation email (i.e Flight Itinerary and Hotel Booking Confirmation Voucher) has been received, you must immediately contact us through our customer service channel (AskBo) on our mobile application (Messages>AskBo) or through the following link before proceeding with any further booking attempts. We shall not be held liable for duplicate payments or failed bookings arising from your failure to perform these checks.
  9. Your Flight+Hotel Booking is subject to SECTION C: CANCELLATION AND REFUND.

SECTION C: CANCELLATION AND REFUND

  1. Unless otherwise stated in these Terms and Conditions, your Flight+Hotel Booking is not refundable, transferable, or exchangeable and cannot be cancelled.Any request to transfer or exchange Hotel Accommodation or dates will not be entertained once you have successfully made payment for a Flight+Hotel Package.

    2. Voluntary cancellation by you

  2. Any voluntary cancellation of, or ‘no show’ to your Flights booked under your Flight+Hotel Booking is subject to the applicable fare rules and conditions of the AirAsia Airline, Other Airline or Travel Suppliers and/or any applicable governing domestic laws and we disclaim any liability arising thereof.
  3. Should you be eligible for a refund under the applicable fare rules and conditions (including respective country laws), you agree and accept that the refund may be subject to a fee and this is in addition to any applicable charges by the AirAsia Airline, Other Airline or Travel Suppliers. While these charges are additional, they are part of the compensation for our services for the Flight booking. The ticket policy and service fees will be displayed to you on the Platform before you confirm the payment for your Flight+Hotel Booking. The cancellation fees will be chargeable by AirAsia Airline, Other Airline or Travel Suppliers and us, and deducted from the amount paid for the Flight portion of your Flight+Hotel Booking. For illustration purposes, the refund you receive equals the Flight portion for your Flight+Hotel Booking less the applicable cancellation fees. You further absolve and discharge us from any liability on foreign exchange exposure as a result of converting the relevant currencies received when you made payment to another currency for the cancellation fees charged.
  4. Notwithstanding the above, in the event that you voluntarily cancel your Flight under your Flight+Hotel Booking as per Clause 16 above or if you do not board your scheduled Flight i.e ‘no show’ for the Flight at your own volition, the Hotel Accommodation booked by you under Flight+Hotel Booking will remain subject to the original terms of your Flight+Hotel Booking. Your Hotel Accommodation will not and cannot be cancelled, and you will not be eligible for re-booking or a refund. Any changes to the Hotel Accommodation booked under the Flight+Hotel Booking will not be entertained. As such, if you do not check-in at the Hotel Accommodation by the specified time, the total amount paid in respect of the Hotel Accommodation portion under your Flight+Hotel Booking will be forfeited.

    5. Flight cancellation or rescheduled Flights

  5. In the event your Flight under your Flight+Hotel Booking is cancelled or rescheduled by the AirAsia Airline or Other Airline:
    1. for same-day rescheduling where you are rescheduled to the next flight within the same day, the Hotel Accommodation booked by you under Flight+Hotel Booking will remain subject to the original terms of your Flight+Hotel Booking. Your Hotel Accommodation will not and cannot be cancelled, and you will not be eligible for re-booking or a refund. Any changes to the Hotel Accommodation booked under the Flight+Hotel Booking will not be entertained.
    2. where the Flight has been cancelled or rescheduled to a different day, your options are stated in paragraph 20 of this Terms and Conditions below.
  6. Where the situation in paragraph 19(b) of this Terms and Conditions arises, you may, by contacting us through our customer service channel (AskBo) on our mobile application (Messages>AskBo) or through the following link, elect to:
    1. Move your Flight to another date from the original Flight under your Flight+Hotel Booking. Only once you have confirmed to move your Flight to another date, you may then submit a request to change the dates of your stay at the Hotel Accommodation from your original Flight+Hotel Booking as long as this is done before your original check-in date. Failure to adhere to such a timeline will be taken as a no-show, and you will not be entitled to a refund or to make changes to your Hotel Accommodation. Note that such Hotel Accommodation date change/ rebooking at the same Hotel Accommodation is subject to availability. AirAsia MOVE shall not be liable for any additional charges you may incur if such Flight rescheduling by AirAsia Airlines or Other Airlines results in your additional night of stay at the destination. Where the date change for the Hotel Accommodation (i.e rebooking at the same Hotel Accommodation) is not available, we may offer you a relocation to an alternative Hotel Accommodation. Alternatively, you may request for a refund for the Hotel Accommodation portion of your Flight+Hotel Booking as per paragraph 21 of this Terms and Conditions below.
    2. Request for a refund for your Flight+Hotel Booking. Your request for the refund of your Flight and the Hotel Accommodation shall be submitted separately/ will be processed and determined separately by the Travel Suppliers and Hotel Providers. You may only submit a request for a refund for your Hotel Accommodation once you have confirmed your election to request for a refund for your Flight. Any cancellation or refund for the Hotel Accommodation under your original Flight+Hotel Booking is subject to the refund policy of the relevant Hotel Operator. Hotel Operator’s determination on the refund for your Hotel Accommodation shall be final and binding.
  7. Where a refund under paragraph 20 of this Terms and Conditions is approved, a refund:
    1. for the AirAsia Airlines Flight under your Flight+Hotel Booking, will be by way of (i) a credit to your credit account; or (ii) your original payment method that you have used to make your Flight+Hotel Booking. Credit in this context refers to credit to your Credit Account (you may also view this under your Profile on our mobile application (Profile>Credit Account) or website (Profile>My Account>Credit History)). Please see FAQ on Credit Account for more information.
    2. for the Other Airline Flight under your Flight+Hotel Booking, will be by way of a refund back to your original payment method and is subject to the Other Airlines’ refund policy.
    3. for the Hotel Accommodation under your Flight+Hotel Booking, will be by way of a hotel credit voucher which may be utilised for another Hotel Accommodation Booking on the Platform (“Hotel Credit Voucher”). The validity period and conditions to the utilisation shall be specified in the Hotel Credit Voucher.
  8. Other than the change of date of your Hotel Accommodation in accordance with paragraph 19(a) of this Terms and Conditions, requests for re-booking of Hotel Accommodation at the same or different hotel at the same or another date will not be entertained.

    9. Other general cancellation and refund terms

  9. Unless otherwise specified, refunds will take up to ninety (90) working days after the refund is approved by AirAsia MOVE. For approved refunds, any AirAsia points utilised for the Flight+Hotel Booking will also be refunded unless the refund is by way of Hotel Credit Voucher. However, promo codes utilised during the Hotel Booking will not be refunded.
  10. Any request for refunds shall be at the sole discretion of AirAsia MOVE and is subject to this SECTION C: CANCELLATION AND REFUND.
  11. In the event, through no fault by you, your Flight+Hotel Booking or any portion thereof is cancelled, you agree and accept that AirAsia MOVE’s only liability to you shall be a full refund of the amount paid for the relevant portion of the Flight+Hotel Booking, and the maximum liability shall be the amount paid for the Flight+Hotel Booking.

SECTION D: LIMITS OF LIABILITY

  1. You agree, accept and acknowledge that AirAsia MOVE will not be liable for:
    1. any damages, claims or compensation for the Hotel Accommodation portion of your Flight+Hotel Booking in the event of flight cancellations or flight changes by the AirAsia Airline, Other Airline or by you.
    2. in a Force Majeure (hereunder defined) event resulting in any flight cancellation or flight change by AirAsia Airline or Other Airline and/or cancellation of Hotel Accommodation by the Hotel Provider.
    For the purposes of this Clause, ‘Force Majeure’ shall mean any unforeseen and supervening circumstance beyond AirAsia MOVE and/or Hotel Provider or Hotel Operator's, or Travel Suppliers’ (collectively referred to in this clause as “the Parties” and singularly as “the Party”) reasonable control (and not involving any fault or negligence of the Parties affected) including, without limitation, acts of God, acts of war, revolution, riots, civil commotion, acts of a public enemy, embargo, acts of government in its sovereign capacity, strikes, lockouts, boycotts, labour and/or material supply shortage, connection, communication line or utility failures, fire, earthquakes, floods or other natural disasters and epidemic and pandemic as pronounced by the World Health Organisation (WHO) or the government of one of the Party.
  2. We do not own, manage, or control any of the Flights or Hotel Accommodation inventory of these third-party travel service providers, and we do not guarantee the availability, quality, or delivery of their services. Accordingly, AirAsia MOVE shall not be held liable for any overbooking, cancellations, schedule changes, denial of boarding, refusal of accommodation, or any other service-related issue caused by an airline, hotel, or other travel provider. We disclaim all liability for any loss, damage, inconvenience, or expense resulting from the actions or omissions of these third parties.

SECTION E: PRICING, CHARGES AND TAX

  1. You have the option to choose the currency displayed to you on the Platform (“Display Currency”) in which you will be charged for your Flight+Hotel Booking (in this case your Display Currency is also the currency you are charged with “Charge Currency”).The default Display Currency shown to you on the Platform will depend on your selected currency in your profile settings. You may change this by clicking on the currency code displayed on the top right corner of the Platform. Nevertheless, despite your chosen Charge Currency, the currency which will appear in your transaction statement with your chosen payment method provider will depend on the default currency of your payment method and the relevant currency exchange rate applied by your payment method provider.
  2. The price you pay for your Flight+Hotel Booking and any refunds or reversals (if applicable) depends on your booking type, payment method, Display Currency, Charge Currency and any other applicable charges that may be imposed by your payment method provider (such as, but not limited to, overseas international transaction fees or the relevant exchange rate).
  3. The rate of the Charge Currency will be based on the then-current exchange rate used by AirAsia MOVE at the time of your Charge Date.
  4. Installment Payment Plan
    1. Depending on your payment currency and the issuing bank of your credit card, you have the option to pay for the Flight+Hotel Booking on the Platform in instalments (this installment payment plan shall be referred to as “IPP”). You acknowledge and agree that the provision of IPP is by the issuing bank of your credit card, and not AirAsia MOVE, and is subject to any additional terms and conditions imposed by such issuing bank.
    2. AirAsia MOVE has no liability to you or the relevant issuing bank for any consequences in accordance with the terms and conditions for the IPP service. However, AirAsia MOVE reserves the right to cancel your transactions on the Platform if you breach the terms of your issuing bank, or the IPP terms provided by your issuing bank and you agree to pay and solely be liable for the full transaction amount.
    3. The IPP options available to you for your selected credit card will be as indicated at the payments page for your Flight+Hotel Booking. However this is also subject to your available credit limit at the point of purchase.
    4. Some banks may initially charge the full transaction amount, subsequently reversing it, with the instalment amount billed in the next billing cycle. Please reach out to your issuing bank for further information on the IPP offered.
    5. The availability and terms for IPP to be a payment option in relation to a Flight+Hotel Booking may be subject to change without prior notice.
    6. Any promotional codes or Hotel Credit Vouchers shall not be applicable for transactions using IPP.
  5. We only provide you the platform to enable you to book the Flight+ Hotel Package, whereby your hotel stay is operated and fulfilled by the respective Hotel Provider/ Hotel Operator and flights are operated by AirAsia Airlines or Other Airlines. As the Platform is operated in Malaysia, in accordance with the Malaysian e-invoicing requirements, we will be issuing e-invoices for purchases made via the Platform (in this case, the Hotel Booking) on behalf of the Hotel Providers/Travel Suppliers, provided that you have requested for an e-invoice upon successful payment of your Hotel Booking, and the relevant information being provided to us. If you did not request for an e-invoice upon successful payment of your Hotel Booking, we will not be able to issue the individual e-invoices to you. With regard to tax invoices, we are not in the position of issuing tax/VAT/GST invoices on behalf of the Hotel Providers/Hotel Operators. Please reach out to the relevant Hotel Provider / Hotel Operator for tax recovery purposes.
  6. Unless otherwise specified, the prices displayed on our Platform for the Hotel Accommodation/ Flight+Hotel Package includes taxes or tax recovery charges. Such taxes or tax recovery charges may include amounts associated with value-added tax, goods and services tax, sales tax, occupancy tax, room tax, departure, airport use, terminal, aviation security, aviation insurance, fuel surcharges, consumption tax and other taxes of a similar nature. The amount displayed in relation to taxes and service fees include an estimated amount to recover the amount AirAsia MOVE pays on your behalf to the relevant Hotel Providers and/or Travel Suppliers in connection with the taxes owed by the respective Hotel Providers and/or Travel Suppliers or AirAsia MOVE, as the case may be.
  7. Unless otherwise specified, taxes or tax recovery charges are calculated based on the prices displayed on our Platform for the Hotel Accommodation/ Flight+Hotel Package excluding any deductions from utilisation of Hotel Credit Vouchers, AirAsia points or Promotions.
  8. You acknowledge that AirAsia MOVE does not collect taxes for remittance to applicable taxing authorities in the relevant jurisdictions. Our tax recovery charges represent an estimate recovery of taxes borne by the relevant Hotel Providers and/or Travel Suppliers due to the services provided by them. Tax treatments vary according to jurisdictions, and unless otherwise required by the relevant tax authorities, the taxes are borne by the relevant Hotel Providers and/or Travel Suppliers.
  9. Where applicable and depending on the jurisdiction, you may incur any additional local taxes, which we may charge to you or by the relevant Hotel Providers and/or Travel Suppliers - for example:
    1. Malaysia Tourism Tax (“TTx”)
      1. In conjunction with the implementation of TTx by the Royal Malaysian Customs Department, all bookings of Hotel Accommodation made by travellers who are not:
        1. Malaysian nationals (holders of a MyKad card); or
        2. permanent residents of Malaysia (holders of a MyPR card),
        (collectively referred to as "non-Malaysian") is liable to pay the TTx. Effective from 1 January 2023, digital platforms such as our Platform are required to collect the TTx.
      2. You acknowledge and agree that a TTx of RM10 per night per room shall be applicable when booking any Hotel Accommodation in Malaysia via the Platform, if you or the registered guests are non-Malaysian.
      3. The TTx collection amount will be included in your Hotel Booking Confirmation Voucher as proof of TTx payment. No additional TTx is required to be paid at the hotel upon check-in provided that you present the Hotel Booking Confirmation Voucher during the check-in process.
      4. If you select a Hotel Booking under Pay at Hotel, TTx will be collected at the hotel property.
    2. Heritage Tax (Local Government Fee)
      1. Heritage tax may be applicable in certain states, imposed by local government authorities. This tax will be collected directly by Hotel Operators from guests and is payable directly to the Hotel Operator upon check-in to the Hotel Accommodation. Please note that this tax is not included in the Hotel Booking.

SECTION F: PROMOTIONS

  1. We may, from time to time, offer promotional rates, vouchers, discounts, promo codes and special offers for Flight+Hotel Package on our Platform (“Promotions”). Unless expressly stated otherwise, Promotions may not be combined or stacked with other Promotions, discounts, vouchers and/or loyalty programs.
  2. The Promotions may be conditional on further terms and conditions displayed which are subject to change at any time, and different booking and refund policies may apply.
  3. The Promotions cannot be transferred, cumulated, re-sold, exchanged or refunded for cash, credit, or other products. Some Promotions may only be limited to certain territories, residents of certain territories or for specific payment methods.
  4. Where a promo code or voucher is applicable to any Promotion, and if it is not automatically applied, you must apply it at the payment page in order for the Promotion to apply to your Flight+Hotel Booking.
  5. The Promotion is applicable to the price of the Flight+Hotel Package only and excludes any applicable taxes, service fees, processing fees, personal expenses and similar charges.
  6. We reserve the right to stop the use of any Promotion for any reason. Where we reasonably believe in our sole discretion that any use of the Promotion involves any suspicious, fraudulent or abusive behaviour, we reserve the right to cancel your Hotel Booking, invalidate the Promotion or clawback any amounts from you that you would not have been entitled to if not for the Promotion. In the event of any ambiguity, the terms applicable to the Promotion shall be construed in accordance with AirAsia MOVE’s interpretation. In case of any dispute relating to Promotions, AirAsia MOVE’s decision shall be final and binding.

SECTION G: AWARD OF AIRASIA POINTS

  1. The booking of Flight+Hotel Package entitles you to earn AirAsia points in accordance with the following steps:
    1. You must be an AirAsia member (having subscribed and registered for membership under the loyalty and rewards program operated by BiGLIFE Sdn Bhd (“BL”) under the name “AirAsia Rewards Program”) and have a unique registration number known as the “AirAsia Member ID” issued by AirAsia at the time of booking. and log on to the AirAsia membership account at any time before the completion of the purchase; and
    2. Log in to your AirAsia account on the Platform to book a Hotel Accommodation to be eligible to receive AirAsia points. The usage of AirAsia points will be subject to the BIGLIFE Membership Terms and Conditions that is available on the BL’s website. Kindly keep yourself updated with the terms and conditions of BL as it may be updated and revised from time to time.
  2. You shall be awarded AirAsia points for your Hotel Booking based on the value of the transaction. The award rate shall be 1 AirAsia point for every spend of RM2, and the total AirAsia points to be awarded are subjected to the applicable mission multiplier for each membership tier, as further explained in the Rewards Malaysia: AirAsia Membership Frequently Asked Questions (FAQs) .
  3. BL reserves the absolute right, at any time, to verify the validity of each Flight+Hotel Booking and/or identity of guests who are AirAsia members at any point in time.
  4. The award of AirAsia points will be credited to the AirAsia member’s loyalty membership account up to 24 hours after the hotel check-out date (or any other period as BL deems appropriate).
  5. BL reserves the absolute right to substitute and/or replace the award of AirAsia points from time to time without any prior notice to the AirAsia members and/or to change the BL Points award ratio at any time without any prior notice.
  6. BL reserves the right at its sole discretion to disqualify, decline or reject any award of AirAsia points to you and/or to retract or forfeit the awarded AirAsia points from you if BL believes or has reason to suspect that you have (singularly or jointly with any other BL Member) undertaken fraudulent practice(s) and/or activities with respect to the purchase of any products or services through a Flight+Hotel Booking in order to earn AirAsia points or undertaken any activities (including but not limited to fraudulent activities) harmful to AirAsia MOVE, Travel Suppliers, the Hotel Provider/Hotel Operator or to BL.
  7. Retro-claims by you for the award of AirAsia points will not be entertained. Any request by you to verify your AirAsia member account or to be eligible for AirAsia points after completion of purchase without verifying their respective AirAsia member account will not be entertained.

SECTION H: CHARGEBACK AND DISPUTE RESOLUTION

  1. You acknowledge and agree that in the event of a credit or debit card chargeback request initiated by you (the cardholder), AirAsia MOVE reserves the right to investigate and dispute such claims where appropriate. This includes, but is not limited to, providing supporting evidence to the relevant payment processor or issuing bank that the Flight+Hotel Booking was validly made in accordance with these Terms and Conditions.
  2. AirAsia MOVE shall not be held liable for chargebacks initiated under the following, non-exhaustive circumstances:
    1. The Flight+Hotel Booking was made by the cardholder or with the cardholder’s authorization.
    2. The cardholder failed to check in at the Hotel Accommodation (i.e., a “no-show”).
    3. The Flight+Hotel Booking was non-refundable, non-cancellable, or otherwise restricted as disclosed at the time of purchase.
    4. A refund request was already processed, and the cardholder subsequently initiated a duplicate chargeback.
    5. The chargeback is based on a claim of dissatisfaction with the Travel Suppliers’ or Hotel Operator’s service, for which AirAsia MOVE disclaims liability under Clause 60.
  3. You agree not to raise false, fraudulent, or misleading chargeback requests. If a chargeback is found to be invalid, fraudulent, or in breach of these Terms and Conditions, AirAsia MOVE reserves the right to:
    1. Cancel future Flight+Hotel Bookings;
    2. Suspend or terminate your AirAsia account;
    3. Recover any losses, fees, or penalties incurred due to the chargeback; and
    4. Take appropriate legal action.
  4. For avoidance of doubt, AirAsia MOVE will review and respond to all chargebacks in accordance with the applicable card network’s reason codes (including but not limited to Visa, Mastercard, and UnionPay) and dispute timelines.

SECTION I: MISCELLANEOUS

  1. AirAsia MOVE reserves the right to cancel or terminate your Flight+Hotel Booking if we reasonably believe in our sole discretion that you (singularly or jointly with any other persons) undertook fraudulent practices and/or activities harmful to the Travel Suppliers, Hotel Providers or Hotel Operators or to us, or if there is a pattern of abuse. This includes, but is not limited to any irregularity, tampering, unauthorised intervention, fraud, or any other causes which corrupts, or affects the administration, security, fairness, integrity or proper conduct of the services provided on our Platform or any abuse of the Promotions we may offer. In such instances, you agree that we may perform recovery options as necessary including clawbacks. We further reserve the right to suspend or block your AirAsia account from performing future transactions on the Platform.
  2. You acknowledge and agree that you will be fully responsible for all transactions with or without your authority, knowledge or consent, and you may not claim against AirAsia MOVE in connection with any such use or purported use of your account or payment method, and we reserve the right to not provide you with a refund of your AirAsia points for any unauthorized transaction which are beyond our control.
  3. Where you have elected to redeem your AirAsia points for a Flight+Hotel Booking, you acknowledge and agree that you will be fully responsible for all transactions or redemptions with or without your authority, knowledge or consent, and you may not claim against AirAsia MOVE in connection with any such use or purported use of your account, and we reserve the right to not provide you with a refund of your AirAsia points for any unauthorized transaction or redemption in the event that the Hotel Accommodation has a non-refundable policy imposed by Hotel Partner/Hotel Operator.
  4. You are allowed to book the Flight+Hotel Package for another third party. However, such third party will be bound by the same Terms and Conditions stipulated hereunder. You also agree and accept that you shall be fully responsible for the Flight+Hotel Booking made on behalf of the third party and we disclaim all liability arising thereof.
  5. The terms and conditions contained herein shall prevail over any inconsistent terms (including terms and conditions of the Travel Suppliers or Hotel Provider), conditions, provisions or representations contained in any advertising materials for the Flights or Hotel Accommodation but only to the extent of such inconsistency.
  6. We reserve the absolute right to cancel, terminate or suspend this Flight+Hotel Booking service on our Platform with or without any prior notice and/or assigning any reason hereto. For the avoidance of doubt, cancellation, termination or suspension by us shall not entitle you to any claim or compensation against us for any and/or all losses or damages suffered or incurred as a direct or indirect result of the act of cancellation, termination or suspension.
  7. We reserve the absolute right to vary, delete, update or add to any of these terms and conditions (in whole or in part) from time to time without any prior notice. Our decision in relation to all aspects of the Flight+Hotel Booking service is final, binding and conclusive under all circumstances and no correspondence, complaint or appeal whatsoever will be entertained.
  8. AirAsia MOVE, its subsidiaries, affiliates, and associated companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense, damage, personal injury or death which is suffered or sustained (whether or not arising from any person's negligence) in connection with the Flight+Hotel Booking, your Flight ,or during your stay at the Hotel Accommodation.
  9. As a Platform, we are not responsible for providing the actual Hotel Accommodation which shall be fulfilled by the relevant Hotel Provider. The listing of the Hotel Accommodation on our Platform does not constitute and should not be regarded as a recommendation or endorsement by us, and we hereby expressly disclaim any representation, warranty or undertaking in relation to the quality, fitness, merchantability, suitability, status or adequacy of any of the Hotel Accommodation listed on our Platform.
  10. We do our best to provide reliable services, but we cannot guarantee the accuracy, completeness, or authenticity of any content on our Platform, including information from vendors/suppliers (i.e which includes Hotel Providers)(“Content”). Prices for travel products are dynamic and may change during or after your search, but once you’ve made a confirmed booking, your price won’t be affected by later changes. All product details, including ratings, rankings, and reviews (except Hotel Accommodation star ratings), come directly from vendors/suppliers (i.e which includes Hotel Providers) or their representatives. We do not verify these information provided to us and are not responsible for any errors, outdated details, misleading or false information. Content on our Platform may also be affected by technical issues or unauthorized changes. Use of the Platform is at your own risk, and we’re not liable for any loss or damage resulting from content errors, interruptions, or changes. The availability of our Platform and services is not guaranteed at all times, and we’re not responsible for any issues due to downtime or access problems. If you experience any problems, our customer service team is here to help.
  11. You agree to defend and indemnify us and any of our officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable legal and accounting fees, brought by third parties as a result of your breach of these Terms and Conditions, your violation of any law or the rights of a third party or your use of our information.
  12. The Terms and Conditions may be translated to other languages. In the event of any inconsistency between the English and translated versions, the English language shall prevail.
  13. Access and/or use the services available on the Platform is governed by the laws of Malaysia and should there be any dispute arising, you further agree to submit to the exclusive jurisdiction of the courts in Malaysia.