Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy sets out the terms and conditions governing cancellations, refunds and related charges for hotel and apartment bookings made through Airgo Travel & Tour (“Airgo”).

The policy applies to both clients/customers who make accommodation bookings through Airgo and hotel, apartment and accommodation partners (“Partners”) who list or provide accommodation through Airgo.

By making, accepting or processing a booking through Airgo, the client and/or partner agrees to be bound by this policy.

Airgo acts as a booking and travel service platform/agent connecting clients with accommodation providers. Airgo does not independently determine the cancellation or refund terms of every hotel or apartment. The applicable hotel or apartment cancellation and refund policy shall be the primary basis for determining whether a refund is available.

2. Important Notice to Clients

Before completing a hotel or apartment booking, clients are strongly advised to:

• Carefully review the hotel's or apartment's cancellation policy.
• Confirm the check-in and check-out dates.
• Confirm the number of guests.
• Verify the room or apartment type.
• Confirm the location and facilities.
• Confirm the hotel's rules and restrictions.
• Ensure that the selected accommodation meets their requirements before making payment.

Clients are advised to verify their stay and all booking details before payment because cancellation may result in partial or no refund. Once a booking has been confirmed, cancellation is subject to the cancellation and refund conditions applicable to that particular hotel or apartment.

3. Hotel/Apartment Cancellation Policy Takes Priority

The cancellation policy of the hotel or apartment booked by the client shall determine whether the booking is refundable, partially refundable or non-refundable.

Cancellation policies may vary between accommodation providers and may depend on:

• The date of cancellation.
• The number of days before check-in.
• The booking rate selected.
• The room or apartment type.
• Special promotional rates.
• Peak-season or holiday periods.
• No-show status.
• Early departure.
• The hotel's own refund terms.
• Any minimum-stay requirement.
• Special terms agreed between Airgo and the accommodation provider.

Therefore, Airgo cannot guarantee a refund simply because a client requests cancellation.

4. When a Refund May Be Granted

A refund may only be considered where:

1. The hotel or apartment's cancellation policy permits a refund; or
2. The hotel or apartment owner/management voluntarily agrees to provide a refund; or
3. Airgo determines that a refund is appropriate based on the circumstances and the applicable agreement with the accommodation provider.

Where the hotel or apartment does not accept or authorize a refund, Airgo may be unable to refund the client.

5. Airgo's Suggested Default Refund Percentage

Where a hotel or apartment accepts a refund but does not specify a different refund percentage or where Airgo's applicable partner agreement permits the use of Airgo's default refund framework, Airgo recommends a default refund of 70% of the eligible booking amount.

The remaining 30% may be retained or applied towards applicable cancellation, administrative, processing, service or other permitted charges.

Where the hotel or apartment has expressly agreed to refund a specific percentage, the agreed hotel/apartment percentage shall applyinstead of Airgo's suggested default percentage, subject to applicable fees and charges.

6. Cancellation Percentage Is Determined at the Time of Cancellation

There is no universal cancellation percentage applicable to all Airgo accommodation bookings. The refundable percentage can only be properly determined after a cancellation request has been made and the applicable hotel or apartment cancellation policy has been reviewed.

• A booking may qualify for a full refund under the hotel's policy.
• Another booking may qualify for a partial refund.
• Another booking may qualify for a 70% refund under an applicable Airgo default arrangement.
• Another booking may be completely non-refundable.

Accordingly, clients should not assume that cancellation automatically results in a fixed percentage refund.

7. Non-Refundable Bookings

Some hotels, apartments or promotional rates may be designated as non-refundable. Where a booking is clearly identified as non-refundable and the hotel or apartment does not agree to an exception, Airgo may not be able to provide any refund.

Non-refundable bookings may include:

• Promotional rates.
• Discounted rates.
• Special offers.
• Last-minute rates.
• Advance-purchase rates.
• Certain holiday or peak-season bookings.
• Special apartment rates.
• Bookings subject to special partner agreements.

8. Cancellation Request Procedure for Clients

Clients wishing to cancel a booking should contact Airgo as soon as possible. A cancellation request should contain:

• Client's full name.
• Booking/reference number.
• Hotel/apartment name.
• Check-in date & Check-out date.
• Reason for cancellation, where applicable.
• Payment details or other information reasonably required to process the refund.

The date and time Airgo receives the cancellation request may be relevant when determining applicable cancellation terms. A cancellation request is not automatically a confirmation of refund. Airgo may need to contact the hotel, apartment owner or management before confirming the applicable refund amount.

9. Refund Processing

Where a refund has been approved, Airgo will initiate the refund process after confirmation of the refundable amount. Refunds may be subject to:

• Hotel or apartment approval.
• Verification of cancellation eligibility.
• Payment processor timelines.
• Bank processing timelines.
• Applicable transaction fees.
• Currency conversion differences, where applicable.
• Airgo's applicable service or administrative charges.

Airgo will communicate the approved refund amount to the client where reasonably possible. The time required for a refund to reflect in the client's account may depend on the payment method, bank or payment processor and is outside Airgo's direct control.

10. Hotel or Apartment Cancellation by the Partner

Where a hotel or apartment owner/management cancels a confirmed booking due to circumstances within the partner's control, the partner should immediately notify Airgo. Airgo may attempt to:

1. Find alternative accommodation of comparable standard;
2. Transfer the booking to another available property with the client's consent; or
3. Process a refund where applicable.

Where the client chooses an alternative accommodation that costs more, the additional cost may be payable by the responsible party depending on circumstances and the partner agreement. Where the client accepts a less expensive alternative, the difference may be treated in accordance with the applicable refund arrangement.

11. Partner Refund Obligations

Hotels and apartment owners/management partners are required to comply with the cancellation and refund terms submitted to or agreed with Airgo. Partners must not:

• Misrepresent their cancellation policy.
• Promise a refund without authorization where Airgo controls the booking/payment process.
• Refuse a refund that is required under the agreed cancellation policy.
• Change cancellation terms after a booking has been confirmed without proper authorization.
• Provide Airgo with inaccurate refund information.

Where a partner agrees to refund a client, the partner must communicate the approved refund amount and any applicable conditions to Airgo promptly.

12. Partner-Agreed Refund Percentage

Where a hotel or apartment partner has an agreed refund percentage with Airgo, that percentage may determine the amount available for refund, subject to applicable terms.

For example, where the partner confirms that 80% of the booking value is refundable, Airgo may process the refund based on the agreed 80%, subject to applicable Airgo fees, payment charges and other permitted deductions.

Where no specific partner percentage has been agreed and the booking is otherwise refundable, Airgo's suggested 70% default refund framework may be applied where permitted by the partner agreement.

13. Airgo Fees and Charges

Refunds may be subject to the deduction of applicable:

• Airgo service fees;
• Administrative fees;
• Booking fees;
• Payment processing fees;
• Bank charges;
• Currency conversion charges;
• Non-refundable third-party charges;
• Hotel/apartment cancellation charges; and
• Other charges expressly disclosed or permitted under applicable booking terms.

Airgo will not represent a booking as fully refundable where applicable non-refundable charges have already been incurred.

14. No-Show Policy

If a client fails to check in on the scheduled arrival date without properly cancelling the booking, the booking may be treated as a no-show.

A no-show may result in:

• Partial refund;
• No refund; or
• Other charges,

depending on the hotel's or apartment's no-show policy. Clients are therefore encouraged to notify Airgo immediately if they will be unable to check in.

15. Early Check-Out

If a client checks out before the originally booked departure date, the unused portion of the booking is not automatically refundable. Any refund for early departure shall depend on the hotel's or apartment's policy and whether the accommodation provider agrees to refund the unused nights.

16. Changes to a Booking

A request to change check-in date, check-out date, number of guests, room type, apartment type, or other booking details may be treated as a cancellation and new booking where the accommodation provider does not permit amendments.

Any additional cost arising from a change may be payable by the client. Any refund arising from a reduction in booking value shall be subject to the hotel's or apartment's applicable policy.

17. Force Majeure and Exceptional Circumstances

Where a cancellation occurs due to events beyond the reasonable control of Airgo, the hotel/apartment or client, including certain natural disasters, government restrictions, civil disturbances or other exceptional circumstances, the applicable refund shall be determined based on the hotel's policy, partner agreement and the circumstances of the booking.

Airgo may assist the client in communicating with the accommodation provider but cannot guarantee a refund where the hotel or apartment provider is not contractually required to provide one.

18. Refunds for Double Charges or Payment Errors

Where a client is accidentally charged more than once for the same booking, Airgo will investigate the transaction. Where a duplicate payment is confirmed, the applicable duplicate amount may be refunded after verification, subject to payment processing requirements.

19. Disputes Regarding Refunds

Where a client disagrees with a refund decision, the client may contact Airgo and request a review. Airgo may review the original booking confirmation, cancellation policies, timestamps, client-partner communications, payment records, and partner agreements. Airgo's refund determination will be based on applicable booking terms and available evidence.

20. Responsibility of Clients

Clients are responsible for carefully reviewing their booking before payment. By proceeding with a booking, the client acknowledges that:

• Cancellation terms may differ from one property to another.
• Some bookings may be non-refundable.
• A refund is not guaranteed.
• The hotel/apartment cancellation policy determines refund eligibility.
• A cancellation request does not automatically mean that money will be returned.
• Refund percentages may only be determined after the applicable cancellation policy is reviewed.
• Fees and charges may be deducted from any approved refund.

21. Responsibility of Hotel and Apartment Partners

Partners are responsible for providing accurate property/availability information, stating cancellation conditions clearly, honouring confirmed bookings and refund agreements, notifying Airgo promptly of changes, and cooperating during investigations.

Failure by a partner to honour its agreed cancellation or refund terms may result in partner review, suspension or other action under the applicable partnership agreement.

22. Important Disclaimer

Airgo Travel & Tour acts as an intermediary/booking platform in relation to accommodation services provided by independent hotels, apartments and accommodation partners.

Airgo does not guarantee that every hotel or apartment will approve a refund.

The final refundable amount is determined by the applicable accommodation provider's cancellation/refund policy and the specific terms attached to the booking. Where the accommodation provider approves a refund, Airgo will process the refund in accordance with the approved amount, applicable partner agreement and permitted fees or charges.