Company, scope and acceptance
In these terms, AETTSB, we, us and our refer to Awan Emas Travel & Tours Sdn. Bhd., Company No. 202201021083 (1466780-P), at Lot E-1-2, Plaza Tanjung Aru, Block E, 1st Floor, Jalan Mat Salleh, 88100 Kota Kinabalu, Sabah. Customer, you and your refer to the person or organisation requesting or purchasing a service.
By submitting a request, accepting a quotation, asking us to proceed or making an authorised payment, you confirm that you have read and accepted these terms. You must have authority to act for every traveller, insured person, vehicle owner, property owner, employee or group member included in the request.
Quotations and formation of a contract
Website information and preliminary messages are invitations to request a quotation. They are not binding offers. A quotation is subject to the stated validity period, availability, supplier confirmation, taxes, currency movement, underwriting and correction of obvious errors.
A travel booking becomes confirmed only when we issue written confirmation after receiving the required cleared payment. A flight seat is ticketed only when a valid electronic ticket number is issued. Insurance coverage exists only when the insurer accepts the risk, receives premium through an authorised method and issues the policy, schedule, certificate or cover note. An enquiry reference, quotation, booking request, payment proof or reservation record does not by itself create confirmation.
Inbound and outbound tour packages
Each package quotation states the itinerary, inclusions, exclusions, price, payment schedule, minimum group size and any supplier conditions. For outbound packages governed by the mandatory MOTAC Uniform Terms, those terms are incorporated into the contract and prevail over any inconsistency in these website terms.
Under the applicable MOTAC Uniform Terms, an outbound package deposit cannot exceed 25 percent of the tour fare. Unless the mandatory terms permit otherwise, the balance is due not later than 14 days before departure for an individual traveller and 21 days before departure for a group traveller. Inbound and domestic packages follow the written quotation together with any mandatory terms that apply to that package.
A physical package booking gift is included only when the official AETTSB quotation or booking confirmation expressly states the eligible package value, the exact gift and the fulfilment arrangement. Eligibility is limited to the inbound or outbound package identified in that document and becomes confirmed only after full cleared payment and written booking confirmation. Unless the quotation states otherwise, one gift is provided per qualifying booking or invoice, the highest single qualifying tier applies, and gifts are not cumulative or issued per traveller.
A gift will not increase the regular package price or reduce the quantity or quality of the purchased travel services. Gifts have no cash value and do not offset package charges. If AETTSB cannot provide a gift after confirming the entitlement in writing, AETTSB will obtain the customer's agreement to an equivalent or higher value replacement or provide another remedy permitted by law. Changes to a future promotion will not remove a gift entitlement already confirmed in writing.
AETTSB Quarterly Achievement Rewards
This quarterly programme is separate from the per-booking package gift described above. It is an objective achievement programme and not a lucky draw. It has two separate categories: AETTSB Traveller Rewards for an individual customer with a three-month cumulative target of RM30,000, and AETTSB Partner Excellence Awards for a travel operator with a three-month cumulative target of RM100,000. The current three-month bonus campaign runs from 10 September 2026 to 10 December 2026. Any later campaign period and featured reward will be published separately by AETTSB. One verified ringgit of eligible spending earns one point; sen are not rounded up and points have no cash value. The published targets and campaign dates are fixed and will not be changed after this campaign begins.
Eligible spending means a fully paid purchase recorded in a valid AETTSB invoice and official receipt for an inbound or outbound package, flight ticketing, hotel or accommodation arrangement, group or corporate travel, AETTSB Signature Collection item, or another travel service approved by AETTSB. Insurance premiums are excluded unless the relevant insurer or principal has expressly authorised the incentive in writing. Taxes, deposits later refunded, cancelled services, refunds, reversals, chargebacks, duplicated records, fraudulent transactions and payments made to another merchant are excluded or deducted from the participant's total.
A participant must submit the exact booking owner or registered operator name, consistent identity details, invoice number, official receipt number, amount, service and a readable copy of the receipt. A submitted record is Pending and earns no points until AETTSB verifies the invoice, cleared payment, booking ownership and receipt. One receipt may be registered once. AETTSB may request reasonable supporting evidence and may reject, suspend or reverse a record that cannot be verified. False or altered documents may result in disqualification and any action available under law.
Rankings are determined first by the highest cumulative verified eligible spending in that category, then by the greatest number of verified receipts, and finally by the earliest time the target was achieved. No random selection is used. The live leaderboard is provisional and may change whenever a receipt is verified, rejected, refunded or reversed. At quarter end AETTSB completes a final reconciliation. The highest ranked participant in each category receives that quarter's published reward only if the applicable target has been reached. If no participant reaches the target in a category, no reward is due for that category.
The featured reward rotates by quarter as published on the Rewards page. There is one winner and one reward for each qualifying category. Exact brand, model, specification, colour, collection or delivery arrangement must be confirmed in the final achievement notice. Product names identify the advertised reward and do not imply manufacturer sponsorship. A reward does not increase the regular purchase price, reduce service quantity or quality, carry a cash value, transfer to another person or offset a booking balance. If an advertised reward becomes unavailable after entitlement is confirmed, AETTSB will obtain the recipient's agreement to an equivalent or higher value replacement or provide another remedy required by law.
AETTSB will contact a qualifying recipient using the verified contact details. The recipient must complete identity and eligibility checks and respond within 30 calendar days of the first written notification, unless a longer period is required by law or stated in the notice. Personal data and receipt images are kept private; the public leaderboard uses a masked name or “Peserta dirahsiakan” and a masked receipt reference. AETTSB may make a reasonable prospective change for fraud prevention, legal compliance or operational necessity, but will not remove verified points or an entitlement already earned except for a refund, reversal, error, fraud, ineligibility or other ground allowed by law.
Read the official MOTAC Uniform Terms for Outbound Tour Packages.
Changes, cancellation and refunds
Any change or cancellation request must be sent in writing and is effective only when received and acknowledged by us. Charges depend on the applicable MOTAC terms, airline fare rules, supplier conditions, work already performed and the written quotation. Name corrections may require cancellation and a new ticket or booking. Any component that is not refundable will be identified before payment where reasonably possible.
Refund eligibility and amount are determined by mandatory law and the applicable supplier or insurer terms. Where we must first obtain money from a supplier, we will process the customer refund after receiving it, less only charges disclosed and permitted by law. Refunds are normally returned to the original payer and payment method. We do not guarantee a supplier processing time, but we will provide reasonable status updates.
Itinerary, suppliers and events outside control
Airlines, hotels, transport providers, tour operators, attractions, guides, insurers and other suppliers provide their own services under their own terms. We may make a reasonable substitution or itinerary change when necessary for safety, availability, operational reasons or an event outside reasonable control. Any material remedy remains subject to mandatory law and the applicable MOTAC terms.
Events outside reasonable control may include severe weather, natural disaster, epidemic, government action, border closure, civil disturbance, strike, transport disruption, security threat, system outage and supplier failure that we could not reasonably prevent. We will take reasonable steps to assist, but additional costs may remain payable by the customer unless law, the package terms, a supplier or an insurance policy provides otherwise.
Customer information and travel responsibilities
You must provide complete and accurate names, dates of birth, contact details, passport information, traveller details, vehicle information, property details, health declarations and other information when lawfully requested. You must check every quotation, itinerary, ticket, policy and certificate immediately and report any error before the stated deadline. Costs caused by incorrect or late information may be payable by you to the extent permitted by law.
Each traveller is responsible for a valid passport, visa, permit, vaccination, health requirement, entry permission and sufficient passport validity. You must disclose mobility needs, medical conditions or special assistance requirements relevant to safe service delivery. You are responsible for lawful conduct and for following supplier, immigration, customs, security and public health instructions.
Flight ticketing and hotel booking
Air fares, taxes, surcharges and seat availability can change without notice until the electronic ticket is issued. Passenger names must match the travel document exactly. A reservation code or payment proof is not an electronic ticket. Ticket issuance is subject to cleared payment, airline acceptance and system availability.
Airline fare rules control changes, cancellation, refund, baggage, seat selection, meals, check in, missed flights and schedule changes. For FIT and group ticketing, AETTSB charges a ticketing service fee of RM100 per passenger for each confirmed ticket. After-sales assistance for a change or refund request is charged at RM50 per request. These AETTSB service fees exclude airline fare differences, penalties, taxes and supplier charges, which will be itemised where applicable in the official quotation. A service or processing fee is refundable only where the quotation or law requires. Airline refunds are passed to the customer after we receive them, less any lawful disclosed charge. Customers must reconfirm schedules and arrive by the airline check in deadline.
Hotel booking
Hotel rates, room availability and promotions may change until a written hotel confirmation or voucher is issued. Room names do not guarantee a particular bed, view, floor, room size or connecting door unless the hotel confirms it in writing. Maximum occupancy, child policy, breakfast, local tax, security deposit, check in, check out, amendment, cancellation and refund follow the confirmed quotation and the hotel's applicable conditions. Early arrival, late departure, extra bed and special requests remain subject to hotel approval and may involve additional charges.
All hotel booking payments arranged by AETTSB must be paid only to the official Awan Emas Travel & Tours Sdn. Bhd. company account stated on the valid invoice. Customers must not pay a hotel, personal account or unauthorised third party directly. Any refundable security deposit or mandatory local charge collected at the property must be clearly disclosed in the quotation or hotel confirmation before travel.
Insurance role and product documents
AETTSB is not an insurer, takaful operator or risk carrier. We may arrange, introduce or assist with an insurance enquiry only through an identified licensed insurer, takaful operator or authorised intermediary, and only while the required appointment or authority remains valid. We will identify the insurer and the capacity in which we act before a customer commits to purchase.
The Product Disclosure Sheet, policy wording, schedule, certificate, endorsement and insurer notices form the insurance contract and prevail over website descriptions. You must read the benefits, limits, excess, exclusions, waiting periods, territorial scope, eligibility and claims procedure. AETTSB does not guarantee acceptance, coverage, benefit amount or claim approval. The insurer alone underwrites the risk and decides claims. We may provide administrative assistance without assuming the insurer's obligations.
Disclosure and commencement of insurance
You must answer every insurer question fully, honestly and accurately and notify any material change. Incorrect, incomplete or misleading information may cause revised terms, additional premium, cancellation, avoidance of the policy or rejection of a claim, subject to applicable law. Do not assume that information given for a travel booking has automatically been disclosed to the insurer.
Coverage does not start merely because a form, message or payment proof was sent. It starts only on the effective date stated in a valid policy or certificate after insurer acceptance and authorised premium payment. Never travel, drive or rely on protection until you have checked the issued document.
Product specific insurance conditions
Travel Insurance
Destination, travel dates, age, residency, health, planned activity and purchase timing may affect eligibility and benefits. Cancellation, medical, baggage and disruption cover applies only as stated in the policy. Known events, existing medical conditions, excluded activities and travel against official advice may not be covered.
Personal Accident Insurance
Age, occupation, work duties, health information and activities must be accurate. Personal Accident Insurance is not medical, life or statutory employee protection unless the issued policy expressly says so.
Motor Insurance Renewal
Ownership, registration, vehicle model, value, modifications, usage, drivers, claims and No Claim Discount information must be accurate. Renewal is not active until the policy or cover note is issued. Road tax renewal is separate unless it is expressly included in writing.
Home and Fire Insurance
Ownership, location, construction, occupancy, use, security, claims history and sum insured must be accurate. Underinsurance, valuation rules, excess, exclusions and an average condition may reduce a claim. The customer is responsible for selecting an adequate sum insured with appropriate professional advice when needed.
Group Personal Accident Insurance
The organisation must provide an accurate member roster, eligibility class, occupations, activities, age profile and changes during the policy period. Benefits apply only to eligible persons recorded under the policy. Group Personal Accident Insurance does not replace mandatory employment protection unless law and the policy expressly permit it.
Payments and fraud prevention
Pay only after receiving a written quotation or invoice with a valid reference. Travel package, hotel booking and flight ticketing payments may be made only to the official AETTSB Public Bank Berhad account stated on this website when the invoice instructs this. We never request travel payment to a hotel, personal bank account or unauthorised third party.
Two authorised payment methods
An active AETTSB quotation or invoice will identify one authorised payment route. Method 1 is direct Instant Transfer to the official AETTSB Public Bank account for urgent flight or live hotel arrangements after AETTSB has reconfirmed availability, the exact payable amount and the payment deadline in writing. Method 2 is Billplz online payment for a valid approved invoice. The customer must use only the method stated for that transaction and must not pay the same invoice through both routes.
If a bank transfer or Billplz transaction is pending, the customer must not attempt another payment without written instruction from AETTSB. A duplicate, incorrect or unauthorised payment may require additional verification and refund processing time.
Insurance premium must be paid only through the method approved by the insurer or authorised principal and stated in the relevant product or quotation documents. The AETTSB company account may receive an insurance premium only where the insurer or authorised arrangement expressly permits it. Payment confirmation and receipts must be sent only to the primary number 011 3324 8670. The alternative number is for enquiries and quotation requests, not payment confirmation.
A transfer screenshot is not final proof of cleared funds. Do not send payment card details, online banking passwords or one time security codes through our website, email or WhatsApp. We may pause processing to verify identity, payment source, fraud concerns, sanctions or legal compliance.
Where an AETTSB invoice offers Billplz, the customer will be transferred to the Billplz payment page to choose an available FPX, card or electronic wallet method. Billplz processes the payment as AETTSB's payment service provider and settles eligible proceeds to the verified AETTSB company bank account according to its processing and settlement rules. AETTSB does not collect or store the customer's full card number, online banking password or one time security code.
The customer must enter the exact quotation or invoice reference and exact approved amount. A gateway success screen is evidence of payment processing only. Flight, hotel or package confirmation remains subject to cleared funds, reconciliation, availability and the subsequent electronic ticket, written confirmation or voucher issued by AETTSB. Duplicate, reversed, disputed, charged back or incorrectly referenced payments may be held for investigation and do not create a confirmed booking. Refunds, where approved, are normally returned through the original payment method and remain subject to applicable supplier, gateway and legal requirements.
Payment timing and delay policy
Airline fares and live hotel rates may change without notice and remain subject to supplier availability until AETTSB issues the electronic ticket, written booking confirmation or voucher. A quotation is valid only until its stated payment deadline. Payment initiated or received after that deadline is subject to a new availability and price check and does not require AETTSB to absorb a fare or rate increase.
A payment may be recorded at any time, including outside operating hours. Manual flight or hotel processing begins during the next operating period unless AETTSB has agreed to urgent handling in writing. Delays caused by a bank, payment gateway, supplier system, maintenance window, incomplete customer information or additional verification keep the booking pending. A transfer screenshot alone does not confirm cleared or verified funds.
If the originally quoted seat or room becomes unavailable before issuance, AETTSB will offer the customer a revised price, a reasonably suitable alternative or an applicable refund. Any deduction is limited to supplier or payment charges that were clearly disclosed, actually incurred, authorised where required and not lawfully recoverable. Mandatory rights under Malaysian law remain unaffected.
Personal data and communications
We process personal data as described in our Privacy Notice. You authorise us to share necessary information with airlines, hotels, tour suppliers, insurers, authorised intermediaries, payment providers and public authorities for the requested service. International travel may require data transfer outside Malaysia. If you provide another person's data, you confirm that you are authorised to do so and have given that person the Privacy Notice.
Email and WhatsApp involve third party networks. You are responsible for checking the recipient before sending information. We may rely on instructions that reasonably appear to come from your supplied contact details until you notify us of compromise.
Liability and statutory rights
Nothing in these terms excludes or limits any right or liability that Malaysian law does not permit us to exclude, including liability for fraud, wilful misconduct, or death or personal injury caused by negligence. The Consumer Protection Act 1999 and mandatory tourism and financial services requirements prevail where applicable.
To the fullest extent permitted by law, AETTSB is responsible only for direct and reasonably foreseeable loss proven to have been caused by our breach. Our aggregate liability for an affected service is limited to the amount paid to us for that service. This limit does not apply where law prohibits it. We are not liable for indirect or consequential loss, loss of profit, or an independent supplier's act outside our reasonable control, except where applicable law makes us responsible.
You are responsible for loss caused by your fraud, unlawful conduct, unauthorised instruction, infringement or material breach of these terms, but not for any part caused by our own breach or wrongdoing.
Complaints and disputes
Send a complaint promptly to support.aettsb@gmail.com with your full name, reference, facts and requested resolution. We will acknowledge and investigate it within a reasonable period. An insurance complaint may also be referred to the named insurer and the appropriate statutory or dispute resolution body. Nothing prevents a customer from using a tribunal, regulator or court available under Malaysian law.
Governing law, severability and updates
These terms are governed by the laws of Malaysia. The Malaysian courts have jurisdiction, subject to any mandatory tribunal or dispute procedure. If one part is invalid or unenforceable, the remaining parts continue to apply. A delay in enforcing a right is not a waiver.
We may update website terms for future requests. The version accepted at the time of contract continues to govern that contract unless a legal or regulatory change must apply earlier. Product specific terms, mandatory law, the accepted quotation and the issued ticket or policy documents prevail in that order where relevant.