Hopper Inc. (“HTS”) provides Easy Cancel (“Product”) to customers in connection with certain otherwise non-refundable bookings of flights purchased by users (“you”) through the airasia.com website and AirAsia MOVE mobile application (the “Platform”) owned by MOVE Travel Sdn. Bhd. (“Move”).
The Product is provided subject to and in accordance with the terms and conditions set forth below (the “Product Terms”), HTS’ general Terms of Service applicable to all HTS services, sites, and apps, and Hopper’s Privacy Policy. By purchasing the Product (sometimes referred to as Cancel for Any Reason or CFAR), you agree to the Product Terms, Hopper’s general Terms of Service and Privacy Policy. This Product and its Terms & Conditions are governed under the laws of Malaysia, and any dispute relating to the Product and/or its Terms & Conditions shall be under the exclusive jurisdiction of the Malaysian courts.
Your booking of flight(s) and use of the Platform are subject separately to the Platform’s Terms of Use and Privacy Statement. You acknowledge that, for the provision of the Product by HTS, Move will disclose to HTS the email address you submit to AirAsia, which HTS will then use according to its own means and purposes, in accordance with its Privacy Policy, none of which are determined or controlled by Move. You also acknowledge that this disclosure might result in this personal information being transferred to and stored within the United States of America, amongst other locations. By purchasing the Product you consent to the foregoing on behalf of yourself and on behalf of any other person whose personal information you submit to Move (in which case you are deemed to have sought out and obtained the consent of these persons).
1. How it works. If you have purchased the Product through the Platform in relation to a booking, you may cancel that purchased booking through the Platform and receive a full or partial refund, as provided in the below paragraphs. No documentation or reason will be required in order to cancel. After the timeframe specified in Section 3 of these Product Terms has passed, the Product will expire and any changes or cancellations to your booking will be subject to the fare rules imposed by AirAsia. You will need to be registered and logged in as an AirAsia member to purchase or exercise the Product.
2. Non-Refundable Product Fee. The fee to purchase the Product is a non-refundable service fee (“Product Fee”).
3. Valid Cancelation. Except as provided in Sections 6 and 7, in order to be eligible for a refund from HTS, you must cancel your booking on the Platform within the timeframe specified to you at the time of purchase and stated in your confirmation email. No cancellation of booking can be made via other methods such as telephone, email, AskBo chat or over the counter.
4. Amount of Refund. Upon a valid cancellation of your booking, HTS will refund to you the percentage of the cost that you selected for your purchased flight including the base fare, surcharges and applicable taxes, fees and charges (“TFCs”), as well as all ancillaries except the Product Fee, as specified in the Product option that you purchased and subject to the restrictions listed in Section 7. A valid exercise of a Product option entitles you only to the refund described above. The total amount covered is based on your original ticket and not for any subsequent tickets because of changes you made to your booking or ancillaries purchased after your initial ticket.
5. Getting Refunded by HTS. To begin your refund, log into the AirAsia MOVE App or website using your account which you used to purchase Easy Cancel and follow the steps there. The refund process will be administered by HTS (not Move). You will receive any refund back to your original form of payment and this refund may be subject to terms and conditions of that payment method. Except as necessary or otherwise required by the law and/or regulation of the specific country where the flight ticket was purchased, all refunds will be made in the currency in which the booking was paid for. If this initial form of refund is unsuccessful in processing, then HTS will utilize one of the following alternative payment services (each a “Third Party Payment Service”):
a. HTS may utilize Hyperwallet payment services to deliver the refund to you. Such refund payment services are subject to the Hyperwallet Terms of Service and the Hyperwallet Privacy Policy. You may be required to create an account with Hyperwallet if you do not already have one, in order to receive your refund. The receiving bank account details that you provide for the purpose of refund must belong to the same original customer who purchased the Easy Cancel Product and the flight(s).
b. HTS may utilize Wise to facilitate the refund. These services are subject to the Wise Terms of Service and Wise Privacy Notice. Please note that these services are not supported if you are accessing them from a country that is not supported by Wise.
Third Party Payment Service is a service provided by a third-party not affiliated with Move or HTS. Third Party Payment Service may collect certain information from you and conduct compliance checks in accordance with applicable laws and regulations. Your completion of these compliance checks and receipt of the refund will be subject to direct agreements between you and the Third Party Payment Service, without further involvement from Move or HTS in the terms of such agreements. If you do not satisfy any of the compliance requirements, you will be required to directly contact Move (who is not ultimately responsible or liable for the refund process and/or its outcome), and you may ultimately not be entitled to any refund. Move and HTS shall not be liable if the Third Party Payment Service is unable to process payments due to any incorrect or incomplete information provided by you, sanctions, compliance restrictions, or geographic limitations. Refunded amounts will be processed within ten (10) business days. If you encounter any other issue with regard to the refund and/or its process, kindly contact HTS here. By submitting your refund request, you acknowledge and agree to the terms and conditions of the applicable Third Party Payment Service.
6. Exclusions. The Product is not available to exercise following the earlier of:
a. cancellation of any flight by AirAsia for any reason, including as a result of a force majeure;
b. any circumstance in which you have requested or are otherwise entitled to compensation from AirAsia under AirAsia’s policies for any flight or booking subject to the Product; or
c. in cases of early or delayed departure of more than three (3) hours (where any refund claim shall be requested directly from AirAsia).
In the circumstances described above, whether you are entitled to a refund of all or any portion of the amount you paid for your booking will be subject to the fare rules imposed by the airline or your ticket. In all cases described in Section 6, the Product Fee will remain non-refundable.
7. Other Restrictions.
a. The Product may not be purchased in connection with any flight bookings purchased using a voucher. Any portion of a flight booking purchased through a voucher will not be included in the amount refunded through this Product.
b. The Product may only be purchased at the time of booking and may not be added after the booking.
c. The Product must be purchased for all passengers on the booking, and for all segments or legs of such booking. Exercising the Product for any flight in the booking will result in a cancellation of all purchased flights for all legs or segments (including outbound and return flights). If there is more than one passenger on the booking, the passenger who made the booking shall determine how to exercise the Product which shall apply to any other passenger included on the travel itinerary.
d. If you split the booking into two bookings, you will lose the right to cancel your flight and receive a refund for both of the bookings.
e. If you make a voluntary change to your departure date, and the exclusions described in Section 6 do not apply, you can still cancel your trip for any reason, but your right to use the Product will expire at the earlier of (1) the original cancellation deadline as described in Section 3 or (2) forty eight (48) hours before the scheduled departure of the first flight in your new itinerary. If you cancel your booking after this time, you will not be entitled to any refund from HTS.
f. If your purchased flight has been modified at your request after booking (including but not limited to a change in departure date as described above), and the exclusions described in Section 6 do not apply, you can still cancel your trip for any reason, but the Product will apply only to the original amount of the purchased flight and will not take into account any changes to the total purchase cost as a result of your decision to change the origin, destination or date of travel.
g. HTS may not offer the Product on every flight offered on the Platform. HTS reserves the right to deny the purchase of the Product to any customer for any lawful reason.
h. Except as otherwise explicitly provided in these Product Terms, the Product is only valid for the booking for which the Product was purchased, is not transferable and cannot be carried over to any future bookings.
8. Application of Certain Taxes. If the Product Fee is subject to applicable taxes (including but not limited to, service tax and value added tax), it will be charged and set forth on the Platform at the time of purchase.
9. Additional Information. Certain jurisdictions have adopted laws and/or regulations requiring airlines to compensate passengers in the event of certain cancellations, delays or other disruptions to scheduled air travel (a “Passenger Rights Regime”). You may have rights under these Passenger Rights Regimes even if you do not purchase the Product. The value the Product provides is as a quick and easy way for you to get a refund in the event you decide to cancel your flight, without having to go through your airline carrier. For more detailed information regarding the circumstances in which you may be entitled to a refund even if you do not purchase the Product, see AirAsia’s policies.
10. Not Insurance. Subject to the restrictions and exclusions described above, the Product allows flight tickets purchased on the Platform to be canceled for any reason without incurring additional fees. HTS provides its customers with the Product a more seamless and flexible experience. The Product Terms are not intended to constitute an offer to insure, do not constitute insurance or an insurance contract, and do not take the place of insurance obtained or obtainable by you such as travel insurance or coverage which can be obtained via purchases made with a credit card.
11. Modification. HTS may make changes or updates to these Product Terms at any time, at its discretion. HTS will provide notice of such changes by publishing an amended version of these Product Terms on the Platform.
Date Published: November 7, 2025
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