Terms and conditions
Conditions of use for the website
1. The General Terms for Our Website
Please read these Conditions of Use carefully before accessing or using this website. This website is owned and operated by MKAZ Travel Network Sdn. Bhd. (Company Registration No. 201601042526 (1213468-V)) (“MKAZ”), with its registered business address at E-G-08, Jalan Vita 1, Plaza Crystalville, Lingkaran Cyberpoint Timur, 63000 Cyberjaya, Selangor, Malaysia.
By accessing, browsing, or using this website, including making a reservation through our online booking platform, you acknowledge that you have read, understood, and agree to be bound by these Conditions of Use, together with any other applicable terms, policies and notices published on this website.
If you do not agree with any part of these Conditions of Use, you must immediately discontinue your use of this website.
MKAZ reserves the right to amend, revise or update these Conditions of Use at any time without prior notice. Any amendments shall take effect immediately upon publication on this website. Your continued use of the website following such amendments constitutes your acceptance of the revised Conditions of Use.
2. Restriction of Use
2.1 You may not reproduce, republish, upload, post, transmit, or distribute in any way any material from this Web Site without the prior written permission of MKAZ. You may, however, download one copy of the material on a single computer for your own personal domestic and/or non-commercial use only, provided you keep intact all accompanying copyright and other proprietary notices. Graphics and images on this Web Site are protected by copyright and may not be reproduced or appropriated in any manner without the written permission of their relevant owners. Modification of any of the materials or use of the materials for any other purpose will be a violation of MKAZ’s copyright and other intellectual property rights and the copyright and intellectual property rights of the respective owners.
Conditions of online booking
Please read the following information carefully before making a reservation with MKAZ Travel Network Sdn. Bhd. (“MKAZ”). By submitting a booking, you confirm that you have reviewed and accepted the applicable booking conditions, rental requirements and payment terms.
- Booking Confirmation
Submitting a booking request does not guarantee a Vehicle. A booking is only confirmed after MKAZ issues a written or electronic Booking Confirmation.
All bookings remain subject to Vehicle availability, successful payment, document verification, fraud-prevention checks and compliance with MKAZ’s rental requirements.
- Vehicle Selection and Availability
Bookings are generally confirmed by Vehicle category, not by a specific make, model, colour, registration number or production year, unless MKAZ expressly confirms otherwise in writing.
Images displayed on the website are for illustration. If the selected Vehicle becomes unavailable, MKAZ may offer a reasonably comparable Vehicle, an upgrade or another suitable arrangement. Any downgrade shall be accompanied by an appropriate price adjustment.
- Minimum Driver Requirements
The Hirer and every Authorised Driver must:
- meet the minimum age requirement applicable to the selected Vehicle;
- hold a valid driving licence accepted for use in Malaysia;
- satisfy any minimum driving-experience requirement;
- provide all required original documents; and
- be legally entitled and physically fit to drive.
Additional age restrictions, deposits or charges may apply to certain Vehicle categories.
- Required Documents
The Hirer must present all required original documents before the Vehicle is released.
Malaysian drivers may be required to provide:
- an original valid Malaysian driving licence;
- an original identity card or accepted identification; and
- the payment card required for payment or pre-authorisation.
Foreign drivers may be required to provide:
- an original valid passport;
- an original valid domestic driving licence;
- an original valid International Driving Permit (“IDP”), where required; and
- the payment card required for payment or pre-authorisation.
Screenshots, photographs, photocopies, unofficial documents or unverifiable digital licences are not accepted unless MKAZ expressly confirms otherwise.
An IDP must be issued by a competent authority, remain valid throughout the Rental Period and be presented together with the original domestic driving licence.
MKAZ may refuse to release the Vehicle if any required document is unavailable, expired, invalid, altered, inconsistent or cannot be verified. Any refund shall be subject to the applicable cancellation and no-show conditions.
- Principal Hirer and Authorised Drivers
The principal Hirer must normally be present during collection and must sign or electronically accept the Rental Agreement.
Only drivers approved by MKAZ and recorded as Authorised Drivers may operate the Vehicle. Allowing an unauthorised person to drive may constitute a material breach and may affect applicable insurance, damage waiver or excess-reduction benefits.
- Accurate Booking Information
Customers must ensure that all information entered during booking is accurate, complete and current, including:
- legal name;
- nationality;
- contact details;
- flight or arrival information;
- collection and return details;
- driving-licence information; and
- payment information.
MKAZ shall not be responsible for delays, failed handovers or additional costs arising from inaccurate or incomplete information supplied by the Customer, except where caused by MKAZ’s own breach or negligence.
- Rental Rate
The displayed rental price applies only to the dates, times, Vehicle category, location and package selected.
Unless expressly stated as included, the rental price may exclude:
- security deposit or card pre-authorisation;
- applicable taxes;
- optional protection products;
- additional drivers;
- child seats and optional equipment;
- airport, delivery or collection charges;
- after-hours service;
- parking and toll charges;
- fuel or recharging costs;
- excess mileage;
- travel outside the approved operating area;
- late return or rental extension;
- traffic summons;
- damage, loss and recovery costs; and
- applicable administrative fees.
Customers should review the price breakdown and Booking Confirmation before making payment.
- Payment Requirements
MKAZ operates on a cashless-payment basis unless otherwise approved in writing.
Depending on the selected rate or Booking Channel, MKAZ may require full payment or partial payment to confirm the reservation. Any outstanding balance must be paid by the stated deadline or before the Vehicle is released.
Payment may be subject to identity, cardholder and fraud-prevention verification. MKAZ may suspend or decline a booking if payment cannot be verified.
- Third-Party Payment Cards
A payment card should be issued in the Hirer’s name.
A third-party card may only be accepted with MKAZ’s approval and may require the cardholder’s identification, authorisation, card authentication or other verification.
The Hirer remains responsible for all obligations arising from the rental even if payment is made by another person.
- Security Deposit and Pre-Authorisation
A security deposit or payment-card pre-authorisation may be required before collection. The amount depends on the Vehicle category, rental package, protection product, payment method and other applicable risk factors.
A pre-authorisation temporarily reserves part of the cardholder’s available funds or credit limit. After the rental obligations have been settled, MKAZ will initiate the release of the unused amount.
The time required for the funds or credit limit to become available is determined by the relevant bank or card issuer and is outside MKAZ’s direct control.
- Cancellation and Refunds
Cancellation and refund conditions vary according to:
- the Booking Channel;
- selected rate or package;
- promotional conditions;
- time remaining before collection; and
- reason for cancellation.
Any non-refundable condition will apply only where it was clearly disclosed before the booking was completed and is permitted by law.
Bookings made through a Third-Party Platform must normally be cancelled through that platform. Refund processing for such bookings is subject to the platform’s applicable procedures and terms.
- Booking Amendments
Changes to a confirmed booking are subject to availability and MKAZ’s approval.
Changing the rental dates, times, Vehicle category, pickup or return location, mileage package or optional services may result in:
- recalculation of the rental price;
- additional operational charges;
- loss of the original promotional rate; or
- unavailability of the requested Vehicle.
A requested change is not approved until MKAZ confirms it in writing.
- Collection Time and Delayed Arrival
Customers must arrive at the agreed collection location on time and allow sufficient time for document verification, payment, execution of the Rental Agreement and Vehicle inspection.
If you expect to arrive late, notify MKAZ immediately. MKAZ will take reasonable steps to hold the Vehicle, but availability cannot be guaranteed beyond the agreed collection time unless confirmed in writing.
Late collection does not automatically extend the return time or reduce the rental price.
- Airport, Delivery and After-Hours Services
Airport, terminal, hotel, city and other delivery services are subject to operational coverage, availability, access restrictions and prior confirmation.
Additional charges may apply for:
- airport or terminal handover;
- parking;
- delivery or collection;
- after-hours service;
- waiting time;
- changes to flight or arrival details; or
- collection outside the approved location.
Customers must remain contactable and follow the handover instructions issued by MKAZ.
- Vehicle Inspection
The Hirer should inspect the Vehicle during handover and ensure that existing visible damage is recorded in the Rental Agreement, inspection form, photographs or video.
Any material unrecorded damage or safety concern must be reported to MKAZ immediately or within the inspection period stated in the Rental Agreement.
The Hirer is not responsible for properly recorded pre-existing damage, fair wear and tear or a latent mechanical defect not caused or contributed to by the Hirer.
- Fuel or Charging Policy
The Vehicle must be returned according to the fuel or charging policy stated in the Booking Confirmation or Rental Agreement.
If the Vehicle is returned below the required fuel or charge level, MKAZ may charge the reasonable refuelling or recharging cost together with any previously disclosed service or administrative fee.
- Mileage
Mileage entitlement depends on the selected package.
Unlimited mileage only applies where it is expressly stated in the Booking Confirmation. Otherwise, a mileage limit and excess-mileage charge may apply.
Customers should confirm the applicable mileage entitlement before completing the booking.
- Approved Operating Area
The Vehicle may only be driven within the operating area approved by MKAZ.
Customers must obtain prior written approval before travelling outside the approved area. Additional operational charges, deposit requirements, mileage restrictions or roadside-assistance limitations may apply.
The Vehicle must not be driven across an international border, transported by ferry or vessel, or used in a prohibited area without MKAZ’s written approval.
- Extensions and Late Returns
A rental extension must be requested and approved before the return date and time stated in the Rental Agreement.
An extension is not confirmed until MKAZ provides written approval and all required payments or payment authorisations are completed.
If the Vehicle is returned more than five hours after the agreed return time without an approved extension, MKAZ may charge:
- one additional day’s rental at the prevailing rate; and
- the applicable late-return processing fee.
Additional days or parts of a day may continue to be charged until the Vehicle is properly returned.
- Accidents, Breakdown and Vehicle Damage
The Hirer must contact MKAZ immediately if the Vehicle is involved in an accident, develops a fault, is damaged, lost or stolen, or displays a safety warning.
The Hirer must not:
- continue driving where doing so may be unsafe;
- admit liability or agree to settle a claim without approval;
- abandon the Vehicle;
- arrange a non-emergency repair without MKAZ’s approval; or
- conceal any accident, damage or incident.
The applicable accident-reporting, damage-liability, excess and protection conditions are stated in the Rental Agreement.
- Optional Protection Products
Damage waivers, excess-reduction products and other optional protection products are not comprehensive insurance and remain subject to their applicable conditions, limits and exclusions.
They may not cover matters such as:
- unauthorised drivers;
- prohibited or reckless use;
- driving outside the approved area;
- incorrect fuel;
- lost keys;
- undercarriage, tyre or interior damage;
- failure to report an accident;
- breach of the Rental Agreement; or
- damage caused intentionally or through gross negligence.
Customers should review the applicable product conditions before purchasing.
- Traffic Summons, Parking and Tolls
The Hirer is responsible for traffic summons, parking charges, tolls and other road-use charges incurred during the Rental Period.
MKAZ may charge the underlying amount together with a disclosed administrative fee for identifying the driver, processing the notice or responding to the relevant authority.
Some summons or official notices may only be received after the Vehicle has been returned.
- Third-Party Platform Bookings
For reservations made through an online travel agency or Third-Party Platform:
- MKAZ is responsible for providing the confirmed rental service;
- the platform is separately responsible for its website, payment collection, promotions and platform-administered refunds;
- the Customer must review both the platform voucher and MKAZ’s rental requirements; and
- cancellation or refund requests may need to be submitted through the platform.
MKAZ is not responsible for inaccurate platform-controlled content that MKAZ did not provide, approve or control. However, MKAZ remains responsible for its own representations, Rental Agreement and rental service to the extent required by law.
- Right to Refuse Release of Vehicle
MKAZ may refuse to release the Vehicle where:
- required original documents are not presented or cannot be verified;
- the Hirer or driver does not satisfy the rental requirements;
- payment or deposit requirements remain incomplete;
- false, misleading or materially incomplete information has been provided;
- MKAZ reasonably suspects fraud or unauthorised payment activity;
- the intended use is unlawful, prohibited or unsafe; or
- the Customer behaves in an abusive, threatening or unlawful manner.
This right shall be exercised reasonably, in good faith and without unlawful discrimination.
- Rental Agreement
The Booking Confirmation reserves the Vehicle but does not replace the Rental Agreement.
Before or at collection, the Hirer must accept the Rental Agreement governing:
- possession and use of the Vehicle;
- permitted and prohibited use;
- Authorised Drivers;
- Vehicle condition;
- extensions and late returns;
- accidents and breakdowns;
- damage and theft liability;
- payment authorisation;
- recovery of the Vehicle; and
- other post-rental charges.
If the Hirer refuses to accept the applicable Rental Agreement, MKAZ may decline to release the Vehicle. Any refund will be determined under the applicable cancellation conditions.
- Customer Acknowledgement
By submitting a booking, the Customer confirms that:
- the booking details have been checked and are accurate;
- the applicable price, payment and cancellation conditions have been reviewed;
- all required original documents will be presented;
- a security deposit or card pre-authorisation may be required;
- additional charges may arise depending on the rental usage and services requested;
- only approved drivers may operate the Vehicle;
- the booking remains subject to verification and confirmation; and
- use of the Vehicle is governed by MKAZ’s Rental Agreement.
Conditions of payment
Payment Terms and Conditions
These Payment Terms and Conditions apply to all bookings and rentals made with MKAZ Travel Network Sdn. Bhd. (“MKAZ”), whether made directly or through an authorised booking channel. They shall be read together with the Booking Confirmation, Rental Agreement, rate conditions, cancellation policy and Privacy Notice.
- Accepted Payment Methods
1.1 MKAZ operates on a cashless-payment basis. Unless otherwise approved by MKAZ in writing, payments must be made using:
- Visa or Mastercard credit or debit cards;
- an approved online payment gateway; or
- another cashless-payment method offered by MKAZ during booking.
1.2 The payment methods available may vary according to the Booking Channel, Vehicle category, collection location, transaction amount or security requirements.
1.3 MKAZ may add, suspend or remove a payment method where reasonably necessary for operational, security, fraud-prevention, payment-processing or regulatory purposes.
1.4 A booking is not confirmed merely because a payment attempt has been submitted. Payment must be successfully processed and the Booking Confirmation issued by MKAZ.
- Cardholder Requirements
2.1 The payment card should be issued in the name of the Hirer.
2.2 The Hirer and Cardholder must ensure that the nominated payment method:
- is valid and has not expired;
- has not been reported lost, stolen or compromised;
- remains sufficiently funded;
- is capable of accepting the required charges or pre-authorisations; and
- is legally authorised for use in connection with the booking.
2.3 MKAZ may require the Cardholder to provide:
- written or electronic authorisation;
- valid identification;
- proof of card ownership;
- authentication through the card issuer or payment gateway; or
- other information reasonably required to verify the transaction.
2.4 MKAZ may decline, suspend or cancel a booking if the payment method or Cardholder cannot be verified, or where MKAZ reasonably suspects that the payment method is unauthorised, fraudulent, compromised or otherwise invalid.
- Third-Party Payment Cards
3.1 A card issued in the name of a person other than the Hirer may only be accepted at MKAZ’s discretion and subject to successful verification.
3.2 By authorising the use of a third-party card, the Cardholder confirms that:
- the Cardholder voluntarily authorises MKAZ to process the agreed booking and rental charges;
- the authorisation covers additional amounts properly payable under the Rental Agreement;
- the Cardholder has reviewed or has been given access to the applicable booking, payment and rental terms;
- the Cardholder is legally entitled to use the payment instrument; and
- the information and documents provided for verification are accurate and authentic.
3.3 MKAZ may require the third-party Cardholder to be present during collection or to complete additional identity and payment authentication.
3.4 The Hirer remains responsible for all obligations arising from the booking and rental, irrespective of whether payment is made by the Hirer or another person.
3.5 MKAZ shall not be responsible for unauthorised third-party card use occurring without MKAZ’s knowledge, involvement or reasonable ability to detect it. Nothing in this provision excludes liability that cannot lawfully be excluded.
- Customer Payment Representations
4.1 By submitting a payment, the Customer, Hirer and Cardholder, as applicable, represent and warrant that:
- all information provided is true, accurate, complete and current;
- the payment method is valid;
- the person submitting the payment is the Cardholder or has the Cardholder’s proper authority;
- sufficient funds or credit are available;
- the transaction is not unlawful or fraudulent; and
- the payment is being made for the booking identified in the transaction.
4.2 The Hirer remains financially responsible for all amounts properly authorised and payable under the Booking Confirmation and Rental Agreement.
4.3 A person making a booking for another individual, company or organisation represents that the person has sufficient authority to make the booking and, where applicable, bind that party to the accepted terms.
- Booking Payment
5.1 Depending on the rate, rental package, promotional conditions or Booking Channel, MKAZ may require:
- full payment when the booking is made; or
- a minimum booking payment of 25% of the estimated rental amount, with the remaining balance payable by the deadline specified by MKAZ.
5.2 The Booking Confirmation shall state, where applicable:
- the estimated rental amount;
- the amount paid;
- the outstanding balance;
- the payment deadline;
- the applicable taxes and disclosed charges; and
- the relevant cancellation and refund conditions.
5.3 Any outstanding balance must be paid by the deadline stated in the Booking Confirmation or, at the latest, before the Vehicle is released.
5.4 MKAZ may decline to confirm the booking or release the Vehicle if any required rental payment, security deposit or payment authorisation remains incomplete.
5.5 A promotional or discounted rate shall only apply where it is expressly recorded in the Booking Confirmation.
- Security Deposit and Pre-Authorisation
6.1 MKAZ may require a security deposit or payment-card pre-authorisation before releasing the Vehicle.
6.2 The applicable amount may vary according to:
- Vehicle category;
- Rental Period;
- selected protection product;
- Booking Channel;
- payment method;
- collection or operating location; and
- other reasonable risk considerations.
6.3 The amount and required payment method shall be disclosed during the booking process, in the Booking Confirmation or, where this is not reasonably possible, before Vehicle collection.
6.4 A pre-authorisation is a temporary reservation of funds or credit against the Cardholder’s account. It is not necessarily an immediate completed charge.
6.5 Depending on the bank, card issuer or payment processor, a pre-authorisation may appear as:
- a pending transaction;
- a temporary hold against the available balance or credit limit; or
- a completed charge if all or part of the authorised amount is subsequently processed.
6.6 The Cardholder must ensure that sufficient funds or credit remain available for the required pre-authorisation.
- Application of Security Deposit
7.1 Subject to the Rental Agreement and applicable law, MKAZ may apply or complete all or part of the security deposit or pre-authorised amount toward properly due and documented charges, including:
- outstanding rental charges;
- approved rental extensions;
- late-return charges;
- excess mileage;
- missing fuel or Vehicle-recharging costs;
- tolls, parking charges or traffic summons;
- Vehicle damage, theft or loss;
- missing keys, accessories or equipment;
- cleaning required beyond reasonable use;
- towing, storage or recovery charges; and
- administrative fees disclosed in advance.
7.2 MKAZ shall not apply the security deposit toward a charge that is unrelated to the booking or Rental Agreement.
7.3 Where reasonably practicable, MKAZ shall provide an itemised explanation and reasonable supporting documentation for any deduction or completed charge.
7.4 Any remaining security-deposit balance shall be released or refunded after the applicable rental obligations have been settled, subject to any amount reasonably retained for an unresolved or subsequently issued charge permitted under the Rental Agreement.
- Pre-Authorisation Release
8.1 Once the Vehicle has been returned and the applicable rental obligations have been settled, MKAZ shall initiate the release of any remaining pre-authorised amount.
8.2 The time required for the available balance or credit limit to be restored is determined by the relevant bank, card issuer or payment processor and is outside MKAZ’s direct control.
8.3 A pending authorisation may continue to appear after MKAZ has initiated the release. The Cardholder should contact the issuing bank for information concerning the processing period.
- Adjustment and Completion of Pre-Authorisation
9.1 Where the final amount payable cannot reasonably be determined at the time of booking or collection, MKAZ may request a pre-authorisation based on a reasonable estimate.
9.2 MKAZ may increase, complete or apply a pre-authorisation where:
- the amount is permitted under the Booking Confirmation or Rental Agreement;
- the amount relates to an obligation incurred in connection with the rental;
- MKAZ has reasonable evidence supporting the charge; and
- any notice required under the Rental Agreement or applicable law has been provided.
9.3 An estimated pre-authorisation does not determine the Hirer’s final liability. The final amount remains subject to the Rental Agreement, available evidence, applicable protection products and the Hirer’s right to raise a genuine dispute.
- Authorisation for Rental Charges
10.1 By accepting the Booking Confirmation and Rental Agreement, the Hirer authorises MKAZ to process properly due amounts using the nominated payment method, including:
- the confirmed rental price;
- applicable taxes;
- delivery and collection charges;
- optional products and services selected by the Hirer;
- additional-driver charges;
- approved amendments or rental extensions; and
- other charges clearly disclosed and accepted as part of the booking.
10.2 Charges shall be processed according to the payment schedule stated in the Booking Confirmation, Rental Agreement or subsequent written communication accepted by the Hirer.
10.3 The Hirer must maintain a valid and sufficiently funded payment method throughout the Rental Period and for as long as properly incurred post-rental amounts remain outstanding.
- Post-Rental Charges
11.1 The Hirer authorises MKAZ to process amounts becoming payable during or after the Rental Period where such amounts arise under the Rental Agreement, including:
- Vehicle damage, theft or loss;
- loss of keys, accessories or equipment;
- excess mileage;
- missing fuel or recharging costs;
- late-return charges;
- tolls, parking charges and traffic summons;
- towing, storage or recovery charges;
- cleaning costs beyond reasonable use; and
- administrative fees disclosed in advance.
11.2 MKAZ shall maintain reasonable records supporting post-rental charges. Such records may include:
- the Booking Confirmation;
- the signed or electronically accepted Rental Agreement;
- payment-authentication records;
- pre-rental and post-rental inspection reports;
- time-stamped photographs or videos;
- workshop reports, quotations or invoices;
- telematics or mileage records;
- official notices; and
- relevant communications.
11.3 Where reasonably practicable, MKAZ shall provide the Hirer with an itemised explanation before or promptly after processing a post-rental charge.
11.4 If the final cost is not yet available, MKAZ may rely on a reasonable estimate or quotation and may adjust the amount when the final documented cost becomes available.
11.5 MKAZ shall not recover the same loss or expense more than once.
- Insufficient Funds and Outstanding Amounts
12.1 The Hirer is responsible for ensuring that the nominated payment method remains valid and sufficiently funded.
12.2 If a properly due and authorised payment cannot be processed, MKAZ may:
- request another approved payment method;
- issue an invoice;
- suspend or cancel the booking before collection;
- decline to release the Vehicle; or
- exercise another lawful right of recovery.
12.3 The Hirer must pay any undisputed outstanding amount by the deadline stated in the invoice or written demand.
12.4 Where only part of an invoice is genuinely disputed, the Hirer must:
- notify MKAZ in writing;
- identify the disputed item and reasons;
- provide available supporting information; and
- pay the undisputed balance by the due date.
12.5 MKAZ may pursue lawful recovery of properly due outstanding amounts together with reasonable recovery costs where permitted by law and expressly provided for in the Rental Agreement.
- Foreign-Transaction and Bank Charges
13.1 The Cardholder’s bank, card issuer or payment provider may impose:
- foreign-transaction charges;
- currency-conversion charges;
- cross-border charges;
- international service assessments; or
- other banking or processing fees.
13.2 These charges are independently determined and collected by the relevant financial institution. They do not form part of the amount charged by MKAZ and are outside MKAZ’s control.
13.3 The Cardholder is responsible for obtaining information about such charges from the relevant bank or card issuer.
- Declined or Failed Payments
14.1 A payment may be declined, delayed or unsuccessful because of:
- insufficient funds or credit;
- incorrect payment details;
- card expiry;
- transaction limits;
- bank or payment-gateway restrictions;
- authentication failure;
- fraud-prevention checks; or
- technical or network issues.
14.2 A booking is not confirmed merely because a payment attempt has been made or a pending transaction appears on the Customer’s account.
14.3 If payment is unsuccessful, MKAZ may allow the Customer to:
- retry the payment;
- use another approved payment method;
- complete additional verification; or
- make payment within a specified period.
14.4 MKAZ is not required to hold the Vehicle indefinitely while awaiting payment. The booking may be released or cancelled if payment is not successfully completed within the specified period.
- Reversed, Recalled or Charged-Back Payments
15.1 If an approved payment is subsequently reversed, recalled or charged back, MKAZ may suspend or cancel the booking unless:
- the outstanding amount is paid using another approved payment method; or
- the reversal resulted from a confirmed processing error attributable to MKAZ or its payment processor.
15.2 If the Vehicle has already been released, the Hirer remains responsible for amounts properly authorised and contractually due, subject to applicable statutory and contractual dispute rights.
15.3 The processing of an additional rental charge following a late return or unauthorised extension does not constitute approval of the extension or waive any breach of the Rental Agreement.
- Unauthorised and Fraudulent Transactions
16.1 A Customer or Cardholder who becomes aware of a suspected unauthorised or fraudulent transaction should:
- contact the relevant bank or card issuer immediately;
- take reasonable steps to secure the affected account; and
- notify MKAZ promptly so that the booking and transaction may be investigated.
16.2 MKAZ may suspend or cancel the affected booking while an investigation is conducted.
16.3 Subject to applicable law and MKAZ’s Privacy Notice, MKAZ may cooperate with:
- banks and card issuers;
- payment processors and card schemes;
- fraud-prevention service providers;
- regulators;
- law-enforcement authorities; and
- other competent authorities.
- Payment Disputes and Chargebacks
17.1 Nothing in these Terms removes or restricts any right available to the Hirer or Cardholder under applicable law or the rules of the relevant bank, card issuer or payment network.
17.2 Customers are encouraged to contact MKAZ before initiating a chargeback so that MKAZ has a reasonable opportunity to investigate and resolve the matter. This does not prevent a Customer from exercising a lawful dispute right.
17.3 The Hirer and Cardholder must not knowingly submit a false, misleading or fraudulent payment dispute or chargeback concerning a transaction that was validly authorised and properly charged.
17.4 When responding to a payment dispute, MKAZ may provide relevant evidence to the payment processor, bank, card issuer, regulator or competent authority, including:
- booking and payment records;
- payment-authentication evidence;
- the Booking Confirmation;
- the Rental Agreement;
- communications;
- inspection reports;
- photographs or videos;
- invoices or quotations; and
- other supporting records.
17.5 A payment dispute submitted directly to MKAZ should include:
- the booking or reservation number;
- the Hirer’s and Cardholder’s names;
- the transaction date and amount;
- identification of the disputed charge;
- the reason for the dispute; and
- relevant supporting documents.
- Duplicate or Incorrect Charges
18.1 A Customer who reasonably believes that a transaction has been duplicated, incorrectly processed or charged in the wrong amount should notify MKAZ promptly and provide the relevant transaction details.
18.2 MKAZ shall investigate the matter within a reasonable period.
18.3 If an error attributable to MKAZ or its payment processor is established, MKAZ shall initiate the appropriate correction or refund.
- Non-Refundable Payments
19.1 A payment shall only be treated as non-refundable where:
- the non-refundable condition was clearly disclosed before the booking was completed;
- the condition formed part of the accepted booking terms; and
- retaining the payment is permitted under applicable law.
19.2 Non-refundable conditions may be subject to any mandatory cancellation, refund or consumer rights applicable to the transaction.
19.3 Nothing in these Terms excludes any refund, remedy or consumer right that cannot lawfully be excluded.
- Refund Processing
20.1 Approved refunds shall ordinarily be returned to the original payment method.
20.2 Where MKAZ confirms that a payment was duplicated, incorrectly processed or collected in excess of the amount due, MKAZ shall initiate the appropriate correction or refund within a reasonable period.
20.3 MKAZ’s initiation of a refund does not determine when the amount will appear in the Customer’s account. Processing time is determined by the relevant:
- bank;
- card issuer;
- payment processor; or
- Booking Channel.
20.4 Any lawful and previously disclosed payment-provider or Third-Party Platform charge may be deducted from a refund where permitted by the applicable booking conditions and law.
- Payment Data and Privacy
21.1 Payment and identity information shall be processed in accordance with MKAZ’s Privacy Notice and applicable personal-data protection requirements.
21.2 MKAZ may process payment and identity information for purposes including:
- administering the booking and rental;
- processing payments and deposits;
- verifying the Hirer and Cardholder;
- preventing and investigating fraud;
- managing payment disputes;
- recovering properly due amounts; and
- complying with legal and regulatory obligations.
21.3 Where MKAZ offers the option to save a payment method:
- the Customer’s express consent shall be obtained;
- payment credentials may be held by an authorised payment-service provider;
- card details shall be tokenised or otherwise appropriately protected; and
- personal data shall only be retained for as long as reasonably necessary or required by law.
21.4 MKAZ may disclose relevant payment information to authorised payment processors, financial institutions, professional advisers, regulators or competent authorities where permitted or required by law.
- Legal Capacity
22.1 A person making a booking must:
- be at least 21 years old or satisfy the higher age requirement applicable to the selected Vehicle category;
- possess the legal capacity to enter into a binding transaction; and
- comply with MKAZ’s driver, licence and identification requirements.
22.2 A person making a booking for another individual, company or organisation confirms that the person has proper authority to make the booking and, where applicable, bind the relevant party to the accepted booking terms.
- Customer Acknowledgement
23.1 By submitting a booking or payment, the Customer, Hirer and Cardholder, where applicable, acknowledge and agree that:
- the applicable payment and cancellation terms have been made available;
- payment, identity and fraud-prevention verification may be required;
- a security deposit or payment-card pre-authorisation may apply;
- properly due and supported post-rental charges may be processed;
- bank-imposed charges are separate from MKAZ’s charges;
- the nominated payment method must remain valid and sufficiently funded; and
- payment and personal information shall be processed in accordance with MKAZ’s Privacy Notice.
23.2 Nothing in these Payment Terms excludes, restricts or modifies any right, remedy or liability that cannot lawfully be excluded under applicable law.
Conditions of use of the online company booking
Company and Corporate Bookings
61.1 Application
This Article applies where a booking is made:
- in the name of a company, partnership, statutory body, government agency or other organisation (“Corporate Customer”);
- by an employee, director, officer, agent or representative on behalf of a Corporate Customer; or
- using company billing information, a corporate account, Purchase Order, Government Order or other corporate payment arrangement.
The Corporate Customer, the person making the booking and the Hirer must ensure that all company and booking information provided to MKAZ Travel Network Sdn. Bhd. (“MKAZ”) is accurate, complete, current and authorised.
61.2 Authority to Make a Booking
A person making or approving a booking on behalf of a Corporate Customer represents and warrants that the person:
- is duly authorised to act for the Corporate Customer;
- is authorised to submit the booking;
- is authorised to nominate the Hirer and proposed drivers;
- is authorised to provide the Corporate Customer’s billing and payment information;
- is authorised to accept the applicable Booking Terms; and
- has obtained any internal approval required by the Corporate Customer.
MKAZ may request written evidence of authority before confirming the booking, extending credit or releasing the Vehicle.
If the person does not possess the stated authority, MKAZ may suspend or cancel the booking and pursue any remedy available under applicable law.
61.3 Required Company Information
The Corporate Customer may be required to provide:
- full registered company or organisation name;
- company or organisation registration number;
- registered and business addresses;
- tax registration information, where applicable;
- billing address;
- official telephone number and email address;
- name and position of the authorised representative;
- name and contact details of the accounts-payable representative;
- Purchase Order, Government Order, Letter of Undertaking or other payment authority;
- company letterhead authorising the booking or drivers;
- billing instructions and cost-centre information;
- a copy of the relevant registration or incorporation document; and
- other information reasonably required for verification, invoicing, compliance or credit assessment.
MKAZ may independently verify company information through lawful and publicly available sources.
61.4 Accuracy and Updating of Company Information
The Corporate Customer must ensure that all information provided to MKAZ is accurate, complete and not misleading.
The Corporate Customer must promptly notify MKAZ of any change to:
- its registered name or registration number;
- registered or billing address;
- authorised representatives;
- billing contact;
- tax information;
- payment method;
- credit status; or
- any circumstance materially affecting the booking or payment obligation.
MKAZ may rely on the latest company information and authorised-contact details supplied to it until written notice of a change is received and verified.
61.5 Verification and Credit Assessment
MKAZ may conduct reasonable identity, company, credit, payment, fraud-prevention and compliance checks before or after accepting a corporate booking.
MKAZ may request:
- company-registration documents;
- financial or trade-reference information;
- proof of business address;
- written confirmation from an authorised officer;
- payment security;
- an upfront payment;
- a security deposit;
- a personal or corporate guarantee; or
- other documents reasonably required to assess the booking.
Submission of a company booking does not oblige MKAZ to approve credit terms.
MKAZ may refuse, suspend or cancel a booking where the Corporate Customer’s identity, authority, creditworthiness or payment arrangement cannot reasonably be verified.
61.6 Corporate Account and Credit Terms
A corporate account or credit facility shall only apply where expressly approved by MKAZ in writing.
Unless written credit terms have been approved:
- the standard payment terms shall apply;
- payment may be required before the Vehicle is released; and
- a Purchase Order or similar document shall not, by itself, create a credit facility.
MKAZ may establish or revise a Corporate Customer’s:
- credit limit;
- payment period;
- security-deposit requirement;
- permitted Vehicle categories;
- approved booking representatives; and
- other reasonable account conditions.
Any revision affecting an existing confirmed booking shall be managed in accordance with the applicable contract and law.
61.7 Purchase Orders and Government Orders
A Purchase Order, Local Order, Government Order, Letter of Award, Letter of Undertaking or similar document (“Order Document”) is subject to MKAZ’s review and written acceptance.
An Order Document shall not constitute payment and shall not override MKAZ’s quotation, Booking Confirmation, Rental Agreement or agreed commercial terms unless MKAZ expressly accepts the conflicting provision in writing.
The Corporate Customer is responsible for ensuring that the Order Document:
- is valid and properly authorised;
- accurately describes the requested service;
- states the approved amount and Rental Period;
- contains the correct company and billing information;
- satisfies the Corporate Customer’s internal procurement requirements; and
- is issued before the deadline specified by MKAZ.
MKAZ may decline to release the Vehicle where a required Order Document has not been received, verified or accepted.
61.8 Identification of Hirer and Drivers
A company booking does not remove the requirement to identify and verify the individual who will receive and drive the Vehicle.
Before the Vehicle is released, the principal Hirer and every proposed Authorised Driver must:
- satisfy MKAZ’s minimum age and driving requirements;
- present the required original identification and driving documents;
- complete the applicable verification;
- comply with MKAZ’s Rental Terms; and
- be approved by MKAZ.
Only persons approved by MKAZ and recorded as Authorised Drivers may operate the Vehicle.
61.9 Rental Agreement
The principal Hirer must sign or electronically accept the Rental Agreement on behalf of themselves and, where properly authorised, the Corporate Customer.
The Corporate Customer must ensure that the Hirer and Authorised Drivers understand and comply with the Rental Agreement.
A company booking confirmation, Purchase Order or company authorisation letter does not replace the Rental Agreement.
61.10 Responsibility of the Corporate Customer
Unless otherwise agreed by MKAZ in writing, the Corporate Customer shall be responsible for amounts arising from the booking and rental, including:
- rental charges;
- taxes;
- delivery and collection charges;
- approved extensions;
- additional-driver and optional-service charges;
- fuel or recharging costs;
- excess mileage;
- tolls and parking charges;
- traffic summons and administrative fees;
- Vehicle damage, theft or loss;
- lost keys, accessories or equipment;
- cleaning beyond reasonable use;
- towing, storage and recovery charges;
- late-return charges; and
- other properly due amounts under the Rental Agreement.
The Corporate Customer’s responsibility is subject to applicable protection products, liability limitations and applicable law.
61.11 Joint Responsibility
Unless MKAZ expressly agrees otherwise in writing, the Corporate Customer and the Hirer may each be responsible for obligations relating to their respective acts, omissions and contractual commitments.
The Corporate Customer remains responsible for payment obligations accepted on its behalf. The Hirer remains personally responsible for:
- compliance with road and traffic laws;
- safe and lawful operation of the Vehicle;
- accuracy of personal information supplied;
- conduct outside the scope of corporate authority;
- deliberate or fraudulent conduct; and
- obligations expressly imposed on the driver under the Rental Agreement.
Nothing in this clause imposes personal liability beyond what is permitted by the applicable contract and law.
61.12 Company Payment Cards
A corporate payment card may be used subject to MKAZ’s payment-verification requirements.
MKAZ may require confirmation that:
- the card is issued to the Corporate Customer or an authorised Cardholder;
- the Cardholder has authorised its use;
- the booking and additional contractual charges fall within the authorisation;
- the Cardholder has access to the relevant terms; and
- sufficient funds or credit are available.
Use of a corporate card does not remove the Corporate Customer’s obligation to settle an outstanding amount if the payment is declined, reversed or validly cancelled.
61.13 Invoices and Supporting Documents
MKAZ shall issue invoices using the company information supplied and verified at the relevant time.
The Corporate Customer is responsible for reviewing each invoice and promptly notifying MKAZ of any error.
A request to change an invoice after issuance, including a change to the company name, registration number, tax information or billing entity, is subject to:
- verification;
- applicable tax and accounting requirements;
- MKAZ’s reasonable approval; and
- any applicable administrative procedure.
MKAZ is not required to issue an invoice to a different legal entity that was not identified and approved as the Corporate Customer.
61.14 Payment Due Date
The Corporate Customer must pay each invoice by the due date stated in:
- the accepted quotation;
- Booking Confirmation;
- approved corporate agreement;
- invoice; or
- other written payment arrangement.
If no separate credit period has been approved, payment shall be due before the Vehicle is released or immediately upon demand.
A delay in the Corporate Customer’s internal approval, procurement, claims or reimbursement process does not extend the payment deadline unless MKAZ agrees in writing.
61.15 Invoice Disputes
Any invoice dispute must be submitted to MKAZ in writing within the period stated in the corporate agreement or invoice, or otherwise within a reasonable period.
The dispute must identify:
- the invoice number;
- booking or Rental Agreement number;
- specific disputed item;
- amount disputed;
- reason for the dispute; and
- relevant supporting documents.
The Corporate Customer must pay all undisputed amounts by the original due date.
MKAZ shall investigate a properly submitted dispute and correct the invoice where an error is established.
61.16 Outstanding Amounts
If an amount remains unpaid after its due date, MKAZ may, subject to applicable law:
- suspend the Corporate Customer’s account or credit facility;
- decline new bookings;
- cancel an unfulfilled booking;
- require full advance payment for future services;
- apply an available deposit or payment authorisation;
- issue a formal demand;
- appoint a lawful debt-recovery provider; or
- commence legal proceedings.
The Corporate Customer may be responsible for reasonable recovery and legal costs where expressly agreed and permitted by law or awarded by a court.
61.17 Booking Amendments and Extensions
Only an authorised representative may request a material amendment or extension to a company booking.
An amendment or extension is not approved until:
- MKAZ confirms it in writing;
- Vehicle availability is confirmed;
- any revised quotation or charge is accepted;
- an amended Order Document is received where required; and
- any required payment or authorisation is completed.
Instructions given directly by a Driver shall not bind the Corporate Customer or MKAZ where additional corporate approval is required, unless MKAZ reasonably verifies that the Driver is authorised to give the instruction.
61.18 Traffic Summons and Driver Identification
The Corporate Customer and Hirer must cooperate with MKAZ in identifying the person who possessed or drove the Vehicle at the relevant time.
MKAZ may disclose relevant information to police, road-transport authorities, local authorities, parking operators or other competent bodies where permitted or required by law.
The Corporate Customer is responsible for ensuring that the relevant Driver settles properly issued traffic summons, parking charges, tolls and related administrative fees.
61.19 Accidents, Damage and Insurance
The Corporate Customer must ensure that the Hirer and Authorised Drivers comply with all accident, damage, breakdown and reporting requirements in the Rental Agreement.
The Corporate Customer must not assume that its own company insurance automatically covers the Vehicle or Driver.
Any damage waiver, excess-reduction product or insurance-related benefit is subject to:
- the relevant policy or product terms;
- applicable exclusions;
- Driver authorisation;
- operating-area restrictions; and
- compliance with the Rental Agreement.
61.20 Personal Data
The Corporate Customer must ensure that it is authorised to provide the Personal Data of its employees, Drivers, passengers, representatives and Cardholders to MKAZ.
MKAZ may process such information for:
- booking and rental administration;
- identity and driver verification;
- payment and invoicing;
- Vehicle handover and return;
- safety and security;
- accident and damage administration;
- fraud prevention;
- legal and regulatory compliance; and
- other purposes stated in MKAZ’s Privacy Notice.
The Corporate Customer must not provide unnecessary sensitive or confidential employee information.
61.21 Unauthorised Bookings or Instructions
The Corporate Customer must immediately notify MKAZ if it becomes aware of:
- an unauthorised booking;
- unauthorised use of its company account;
- unauthorised use of a corporate card;
- a former employee retaining booking authority;
- inaccurate company information; or
- suspected fraud or misuse.
Until MKAZ receives and reasonably verifies such notice, MKAZ may rely on instructions submitted through the authorised contact details or corporate account.
This does not permit MKAZ to rely on an instruction where MKAZ knows or reasonably suspects that the instruction is unauthorised or fraudulent.
61.22 Cancellation of Corporate Bookings
Cancellation and refund conditions shall be governed by:
- the accepted quotation;
- corporate agreement;
- Booking Confirmation;
- applicable rate conditions;
- Order Document accepted by MKAZ; and
- applicable law.
Where Vehicles, staff or third-party services have been specifically reserved or procured for the Corporate Customer, cancellation charges may include reasonable and previously disclosed costs already incurred by MKAZ.
61.23 Customer Acknowledgement
By submitting or approving a company booking, the Corporate Customer and its authorised representative confirm that:
- the company information provided is accurate;
- the representative has authority to make the booking;
- the nominated Hirer and Drivers have been authorised;
- MKAZ may verify the company and its representatives;
- a Purchase Order does not constitute payment unless credit terms are approved;
- the Corporate Customer is responsible for properly due corporate-booking charges;
- the Hirer and Drivers must comply with the Rental Agreement; and
- Personal Data may be processed in accordance with MKAZ’s Privacy Notice.
Read about our Chatbot Terms and Condition
MKAZ Chatbot Terms and Conditions
These terms and conditions (“Terms and Conditions”) govern the use of the chatbot services provided by MKAZ Travel Network Sdn. Bhd. (“MKAZ”, “we”, “us” or “our”), including our intelligent virtual assistant known as “Aira” (“Chatbot”).
By accessing, communicating with or using the Chatbot, you (“User” or “you”) acknowledge that you have read, understood and agreed to these Terms and Conditions, together with MKAZ’s Privacy Notice and any other terms referred to herein.
If you do not agree to these Terms and Conditions, you must discontinue your access to and use of the Chatbot.
Please read these Terms and Conditions carefully, as they contain important information regarding the operation of the Chatbot, the use of information provided through it and your rights and responsibilities.
- Purpose of the Chatbot
1.1 The Chatbot is designed to provide general information, automated assistance and guidance concerning MKAZ’s services, including:
- Vehicle availability and general rental information;
- booking and reservation enquiries;
- collection and return arrangements;
- airport, terminal and delivery services;
- Vehicle categories and rental packages;
- payment and security-deposit information;
- driver eligibility and documentation requirements;
- mileage, fuel and operational-area information;
- rental extensions and late-return procedures;
- accident, breakdown and roadside-assistance guidance;
- promotional offers;
- frequently asked questions;
- booking status or reservation retrieval, where available; and
- redirection to the relevant section of MKAZ’s official website or to a human customer-service representative.
1.2 The Chatbot is intended to improve access to general information and initial customer support. It does not replace MKAZ’s Booking Confirmation, Rental Agreement, official policies or human representatives where individual assessment or approval is required.
- Nature and Accuracy of Information
2.1 The Chatbot uses artificial intelligence and automated technology to generate responses based on available information, system data and configured resources.
2.2 Although MKAZ takes reasonable steps to maintain the quality of the Chatbot, its responses may:
- contain errors or omissions;
- be incomplete or outdated;
- not reflect real-time Vehicle availability;
- misunderstand the User’s request;
- fail to account for exceptional circumstances; or
- differ from the terms applicable to a particular booking.
2.3 Information provided through the Chatbot is for general information and preliminary assistance only. It does not, by itself:
- confirm a booking;
- guarantee Vehicle availability;
- approve a rental extension;
- authorise travel outside an approved operating area;
- amend or cancel a reservation;
- approve a refund;
- waive a fee or charge;
- determine liability for an accident or damage;
- vary the Rental Agreement; or
- create a binding commitment on behalf of MKAZ.
2.4 A booking shall only be considered confirmed after MKAZ issues an official Booking Confirmation or voucher through an authorised booking channel.
2.5 The User must independently verify important information before making a booking, payment, travel arrangement or other material decision.
2.6 If there is any inconsistency between information provided by the Chatbot and an official MKAZ document, the following order of priority shall generally apply:
- the signed or electronically accepted Rental Agreement;
- the Booking Confirmation or booking voucher;
- booking-specific written communication issued by an authorised MKAZ representative;
- the applicable promotional or rate conditions;
- MKAZ’s official Terms and Conditions and policies; and
- the Chatbot’s general response.
This order of priority is subject to applicable law and any terms administered exclusively by a Third-Party Platform.
- Limitations of the Chatbot
3.1 The Chatbot is an automated system and may not accurately understand:
- complex or unusual enquiries;
- incomplete or ambiguous instructions;
- colloquial expressions;
- multilingual content;
- urgent safety situations; or
- circumstances requiring individual judgement.
3.2 The Chatbot does not provide legal, financial, insurance, medical or other professional advice.
3.3 The Chatbot cannot make discretionary or legally binding decisions on behalf of MKAZ unless the relevant function is expressly identified as an authorised automated service and the User receives official confirmation.
3.4 Unless expressly supported through a secure integrated function, the Chatbot cannot independently:
- complete or confirm a booking;
- process a card payment;
- release a security deposit;
- approve a cancellation or refund;
- approve a rental extension;
- approve an additional driver;
- amend a Rental Agreement;
- confirm insurance or protection coverage;
- assess final damage liability; or
- guarantee a replacement Vehicle.
3.5 Where a request requires verification, discretion, payment processing or contractual approval, the Chatbot may refer the User to MKAZ’s official website, secure payment channel or human representative.
- Booking and Rental Information
4.1 Vehicle availability, rental prices, promotions, operational coverage and service availability may change.
4.2 Information displayed or communicated through the Chatbot does not reserve a Vehicle unless an official Booking Confirmation is subsequently issued.
4.3 Any estimated price provided by the Chatbot may exclude applicable:
- taxes;
- security deposits or card pre-authorisations;
- optional products;
- airport or delivery charges;
- after-hours charges;
- parking and toll charges;
- fuel or recharging costs;
- excess mileage;
- operational-area charges;
- late-return charges;
- traffic summons;
- damage or recovery costs; and
- administrative fees.
4.4 The final applicable amount and booking conditions shall be those stated in the checkout summary, Booking Confirmation, rate conditions and Rental Agreement.
4.5 The User remains responsible for reviewing all booking details and applicable terms before making payment or accepting the Vehicle.
- No Emergency or Roadside Substitute
5.1 The Chatbot must not be relied upon as the sole means of communication during an emergency, accident, Vehicle breakdown, suspected theft or immediate safety risk.
5.2 In an emergency, the User must first contact the appropriate emergency service or relevant authority and then notify MKAZ through its authorised support channel as soon as reasonably possible.
5.3 A User must stop operating the Vehicle where continued use may be unsafe or may cause further damage.
5.4 A message submitted through the Chatbot does not necessarily constitute formal notice of an accident, breakdown, damage, late return or other incident unless the Chatbot confirms that the report has been successfully recorded.
- User Responsibilities
6.1 The User must provide information that is accurate, complete, current and not misleading.
6.2 The User is responsible for reviewing and verifying any information generated by the Chatbot before relying on it.
6.3 The User must comply with all reasonable verification and security procedures imposed by MKAZ.
6.4 The User shall not:
- use the Chatbot for an unlawful, fraudulent or abusive purpose;
- impersonate another person or misrepresent the User’s identity or authority;
- provide false, misleading or fabricated booking, identity or payment information;
- attempt to gain unauthorised access to the Chatbot or MKAZ’s systems;
- introduce malware, harmful code or automated attacks;
- interfere with the Chatbot’s operation or security;
- use automated tools to extract, scrape or reproduce Chatbot content without authorisation;
- attempt to manipulate the Chatbot into disclosing confidential or restricted information;
- infringe the intellectual-property, privacy or other rights of MKAZ or any third party;
- submit offensive, threatening, obscene, discriminatory or otherwise unlawful content; or
- use the Chatbot in a manner that unreasonably disrupts access for other users.
6.5 MKAZ may suspend or terminate access where it reasonably believes that the Chatbot has been misused or that continued access presents a security, legal or operational risk.
- Personal and Sensitive Information
7.1 Users should not submit unnecessary sensitive or confidential information through the Chatbot.
7.2 Unless the Chatbot expressly directs the User to a secure designated field for a legitimate purpose, the User must not provide:
- complete credit or debit card numbers;
- card security codes or CVV numbers;
- online banking credentials;
- one-time passwords or authentication codes;
- account passwords;
- complete identity-card information;
- unnecessary passport details; or
- other highly confidential credentials.
7.3 MKAZ will not request an account password, online banking password, card PIN, full card security code or one-time password through an ordinary Chatbot conversation.
7.4 If payment, identity or document verification is required, the User may be redirected to an authorised and secure submission channel.
7.5 MKAZ shall not be responsible for misuse resulting solely from the User voluntarily disclosing sensitive information outside a secure designated channel, except to the extent that the loss resulted from MKAZ’s breach of law, negligence or failure to implement reasonable security measures.
- Privacy and Data Processing
8.1 Subject to applicable law, MKAZ may collect, record, use and retain Chatbot interactions, including:
- text entered by the User;
- menu selections;
- uploaded information or documents;
- Chatbot responses;
- reservation references;
- contact information;
- technical and device information;
- interaction date, time and duration; and
- information generated through the use of the Chatbot.
8.2 MKAZ may process this information for purposes including:
- providing Chatbot and customer-support services;
- responding to enquiries;
- locating or administering reservations;
- improving the Chatbot’s performance and accuracy;
- training, testing and quality assurance;
- understanding customer needs and service issues;
- preventing fraud, abuse and security incidents;
- maintaining records of customer communications;
- managing complaints and disputes;
- complying with legal and regulatory requirements; and
- carrying out other purposes described in MKAZ’s Privacy Notice.
8.3 Chatbot interactions may be reviewed by authorised MKAZ personnel or approved service providers for customer support, quality assurance, safety, fraud prevention and system improvement.
8.4 Personal data shall be processed in accordance with MKAZ’s Privacy Notice and applicable personal-data protection laws, including the Personal Data Protection Act 2010 where applicable.
8.5 MKAZ may disclose relevant information to its authorised service providers, technology providers, payment processors, professional advisers, regulators or competent authorities where necessary and permitted or required by law.
8.6 Personal data shall only be retained for as long as reasonably necessary for the relevant purpose or as required by law.
- Third-Party Technology and External Links
9.1 The Chatbot may rely on technology, hosting, artificial-intelligence or communication services supplied by third parties.
9.2 The Chatbot may provide links or directions to external websites, payment gateways, Third-Party Platforms or other services not owned or controlled by MKAZ.
9.3 MKAZ is not responsible for the availability, security, content, privacy practices or independent conduct of an external service that MKAZ does not own or control.
9.4 Access to an external service may be subject to that provider’s own terms and privacy policy.
9.5 The inclusion of an external link does not necessarily constitute an endorsement of all content, products or services available through that link.
- Intellectual Property
10.1 The Chatbot, its design, branding, software, interface and content supplied by MKAZ are owned by or licensed to MKAZ and are protected by applicable intellectual-property laws.
10.2 Subject to these Terms and Conditions, MKAZ grants the User a limited, revocable, non-exclusive and non-transferable right to use the Chatbot for personal or legitimate business enquiries relating to MKAZ’s services.
10.3 The User must not copy, reproduce, distribute, modify, reverse engineer, commercially exploit or create derivative works from the Chatbot or its content except where expressly authorised by MKAZ or permitted by law.
- Availability and Changes to the Chatbot
11.1 The Chatbot is provided on an “as available” basis.
11.2 MKAZ does not guarantee that the Chatbot will:
- be available continuously;
- operate without interruption or delay;
- be free from errors;
- produce an appropriate response to every enquiry; or
- be compatible with every device, browser or communication platform.
11.3 MKAZ may suspend, restrict, modify or discontinue all or part of the Chatbot for:
- maintenance;
- system upgrades;
- security reasons;
- legal or regulatory compliance;
- operational requirements; or
- other reasonable business purposes.
11.4 MKAZ may redirect Users to alternative customer-service channels where the Chatbot is unavailable.
- Disclaimer of Warranties
12.1 To the fullest extent permitted by law, the Chatbot is provided on an “as is” and “as available” basis.
12.2 MKAZ does not represent or warrant that:
- every Chatbot response will be accurate, complete, current or suitable;
- the Chatbot will be uninterrupted, error-free or completely secure;
- defects will be corrected immediately;
- the Chatbot will understand every request; or
- reliance on a Chatbot response will achieve a particular result.
12.3 Nothing in this clause excludes any guarantee, warranty, duty or obligation that cannot lawfully be excluded.
- Limitation of Liability
13.1 To the extent permitted by law, MKAZ shall not be liable for indirect, incidental, special or consequential loss arising solely from:
- reliance on an unverified Chatbot response;
- inability to access or use the Chatbot;
- interruption, delay or technical failure;
- incomplete or inaccurate information supplied by the User;
- unauthorised access caused by the User’s failure to protect login or device credentials; or
- content or conduct of an independent third-party service.
13.2 MKAZ’s liability shall not be excluded or limited where the loss results from:
- fraud or wilful misconduct by MKAZ;
- death or personal injury caused by negligence;
- a failure to comply with a duty that cannot lawfully be excluded; or
- any other liability that cannot be excluded or limited under applicable law.
13.3 The User remains responsible for taking reasonable steps to verify material information and minimise any foreseeable loss.
- User Indemnity
14.1 To the extent permitted by law, the User shall indemnify MKAZ and its officers, employees, agents and authorised service providers against reasonable losses, liabilities, claims and costs directly arising from the User’s:
- fraudulent or unlawful use of the Chatbot;
- intentional misuse or interference with the Chatbot;
- infringement of a third party’s intellectual-property, privacy or other legal rights;
- submission of malicious code or automated attacks; or
- material breach of these Terms and Conditions.
14.2 The indemnity shall not apply to the extent that a loss was caused or contributed to by MKAZ’s negligence, breach of law or wilful misconduct.
- Suspension and Termination
15.1 MKAZ may suspend, restrict or terminate a User’s access to the Chatbot where MKAZ reasonably believes that:
- the User has breached these Terms and Conditions;
- the Chatbot is being used unlawfully or fraudulently;
- continued access creates a security or operational risk;
- suspension is required by law or a competent authority; or
- suspension is reasonably necessary to protect MKAZ, its customers or third parties.
15.2 Termination of Chatbot access does not cancel or amend an existing booking or Rental Agreement unless MKAZ separately confirms such cancellation or amendment.
- Changes to These Terms and Conditions
16.1 MKAZ may amend these Terms and Conditions to reflect changes to:
- the Chatbot;
- MKAZ’s services;
- operational or security practices;
- legal or regulatory requirements; or
- the technology used to provide the Chatbot.
16.2 Updated Terms and Conditions shall become effective when published through MKAZ’s official website or Chatbot, unless another effective date is stated.
16.3 The updated terms shall apply to continued use of the Chatbot after their effective date.
16.4 Users should review these Terms and Conditions periodically. Material changes affecting the processing of personal data shall be communicated or managed in accordance with applicable law and MKAZ’s Privacy Notice.
- Severability and Non-Waiver
17.1 If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision shall be interpreted or limited to the minimum extent necessary, and the remaining provisions shall continue in effect.
17.2 A failure or delay by MKAZ to enforce a provision does not waive MKAZ’s right to enforce that provision or any other provision subsequently.
- Governing Law and Jurisdiction
18.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia.
18.2 Subject to any mandatory right of a consumer to refer a dispute to another competent forum, any dispute arising from these Terms and Conditions or the use of the Chatbot shall be subject to the jurisdiction of the courts of Malaysia.
- Contacting MKAZ
19.1 If you have a question about the Chatbot, a booking or these Terms and Conditions, please contact MKAZ through the official customer-service channels displayed on:
MKAZ Car Rental Official Website
19.2 For urgent rental, accident, breakdown or safety matters, Users should use the telephone number or authorised support channel stated in the Booking Confirmation or Rental Agreement rather than relying solely on the Chatbot.
Personal Data Protection Act (PDPA)
Article 44: Collection, Use and Disclosure of Personal Data
44.1 Application
MKAZ Travel Network Sdn. Bhd. (“MKAZ” or the “Company”) may collect, record, use, disclose, store and otherwise process personal data relating to the Hirer, Authorised Driver, Cardholder, passenger, representative or other person connected with a booking (“Personal Data”).
Personal Data shall be processed in accordance with:
- the Personal Data Protection Act 2010 and its applicable amendments;
- applicable subsidiary legislation, standards and guidelines;
- MKAZ’s Privacy Notice; and
- other applicable laws and regulatory requirements.
MKAZ shall only process Personal Data for lawful purposes directly related to its business activities and shall not process Personal Data beyond the purposes notified to the relevant individual unless permitted or required by law.
44.2 Categories of Personal Data
Personal Data collected or processed by MKAZ may include:
- full name, nationality, date of birth and gender;
- identity-card, passport, visa and immigration information;
- driving-licence and International Driving Permit information;
- residential, billing and contact details;
- booking, rental, payment and transaction information;
- Cardholder and payment-verification information;
- Authorised Driver and passenger information;
- flight, arrival, collection and return details;
- Vehicle category, mileage, fuel and rental-history information;
- accident, damage, breakdown, summons and insurance-related information;
- customer-service communications and complaint records;
- photographs, video recordings and Vehicle-inspection records;
- website, application and Chatbot usage information;
- IP address, device information and electronic interaction records;
- GPS, telematics and Vehicle-location information;
- dashcam or other recordings generated by equipment installed in the Vehicle, where applicable; and
- any other information reasonably required to provide or administer MKAZ’s services.
Where a person provides Personal Data relating to another individual, that person confirms that they are authorised to provide the information and have informed the individual of the relevant processing.
44.3 Sources of Personal Data
MKAZ may collect Personal Data from:
- the Hirer, Driver, Cardholder or their authorised representative;
- MKAZ’s website, mobile services, Chatbot or online check-in system;
- telephone calls, emails, messaging applications and customer-service communications;
- MKAZ’s branches, service locations and authorised personnel;
- online travel agencies, marketplaces, travel agents and other Booking Channels;
- payment processors, banks and fraud-prevention service providers;
- insurers, workshops, towing providers and roadside-assistance providers;
- traffic, parking, toll and enforcement authorities;
- GPS, telematics, dashcam and other equipment installed in the Vehicle;
- publicly available or legally accessible sources; and
- other third parties permitted by the individual or applicable law.
44.4 Purposes of Processing
MKAZ may process Personal Data for purposes including:
- receiving, evaluating, confirming and administering bookings;
- verifying the identity, age, driving eligibility and documents of the Hirer and Authorised Drivers;
- verifying the identity and authority of the Cardholder;
- preparing, issuing and administering the Booking Confirmation and Rental Agreement;
- providing Vehicle rental, leasing, chauffeur, transfer, tour, delivery, collection and related services;
- communicating with the Customer before, during and after the Rental Period;
- processing rental charges, security deposits, pre-authorisations, refunds and other payments;
- administering rental extensions, amendments, cancellations and no-shows;
- managing Vehicle collection, return, inspection, maintenance and replacement;
- verifying mileage, fuel level, Vehicle location, route usage and compliance with authorised operating areas;
- administering accidents, breakdowns, damage, theft, loss, recovery and insurance-related matters;
- processing traffic summons, parking charges, tolls and other road-use liabilities;
- detecting, preventing and investigating fraud, unauthorised transactions, misuse and other unlawful conduct;
- managing complaints, chargebacks, disputes, legal claims and debt recovery;
- maintaining rental, accounting, tax, audit and operational records;
- improving the safety, security, quality and efficiency of MKAZ’s services;
- conducting customer-service training, quality assurance and internal investigations;
- conducting statistical, analytical and service-development activities;
- administering membership, loyalty, promotional or customer-benefit programmes;
- sending service-related notices and important booking communications;
- sending marketing or promotional communications where permitted by law and subject to the individual’s applicable choices;
- establishing, exercising or defending MKAZ’s legal rights;
- complying with legal, regulatory, licensing, insurance and law-enforcement requirements; and
- carrying out activities directly incidental or reasonably related to the purposes above.
44.5 Mandatory Information
Certain Personal Data is required for MKAZ to:
- evaluate or confirm a booking;
- verify the Hirer or Driver;
- enter into or perform the Rental Agreement;
- process payment or a security deposit;
- comply with legal requirements; or
- safely release the Vehicle.
If required information is not provided, is incomplete or cannot be verified, MKAZ may be unable to confirm the booking, release the Vehicle, process a requested service or continue the rental.
44.6 Marketing Communications
MKAZ may use contact information to communicate information concerning its products, services, privileges, promotions and customer benefits where permitted by applicable law.
Where consent is required, marketing communications shall only be sent after the necessary consent has been obtained.
A recipient may request to stop receiving direct-marketing communications by:
- using the unsubscribe function provided;
- updating their communication preferences; or
- contacting MKAZ through its official customer-service or privacy channel.
An opt-out from marketing does not prevent MKAZ from sending operational, transactional, safety, legal or booking-related communications.
44.7 Disclosure of Personal Data
Subject to applicable law and MKAZ’s Privacy Notice, MKAZ may disclose Personal Data to the following classes of third parties where reasonably necessary for a notified purpose:
- authorised MKAZ employees, officers and representatives;
- branches, service locations and authorised operating partners;
- vehicle owners, fleet providers and leasing partners;
- online travel agencies, marketplaces and travel agents;
- banks, Cardholders, payment processors and card schemes;
- identity-verification and fraud-prevention service providers;
- insurers, insurance adjusters and claims administrators;
- workshops, Vehicle manufacturers and repair providers;
- towing, recovery and roadside-assistance providers;
- technology, cloud-hosting, telecommunications and software providers;
- professional advisers, auditors, accountants, lawyers and debt-recovery providers;
- marketing, research and analytics providers, where lawfully permitted;
- government departments, regulators, licensing bodies and enforcement authorities;
- police, courts, tribunals and other competent authorities; and
- a purchaser, successor or adviser involved in a proposed or completed corporate transaction.
MKAZ shall limit the Personal Data disclosed to what is reasonably necessary for the relevant purpose.
44.8 Permitted Disclosures
MKAZ may disclose Personal Data:
- with the relevant individual’s consent;
- for a purpose disclosed when the Personal Data was collected;
- where necessary to provide or administer the requested service;
- where necessary for payment, fraud-prevention or identity-verification purposes;
- where required or authorised by law, court order or a competent authority;
- where reasonably necessary to protect life, health, safety or property;
- where necessary to establish, exercise or defend legal rights;
- to a service provider processing Personal Data on MKAZ’s behalf under appropriate obligations;
- in connection with a merger, acquisition, restructuring, financing or transfer of business; or
- in another circumstance permitted under applicable personal-data protection law.
Nothing in this Article requires MKAZ to obtain consent where another lawful basis or statutory exception applies.
44.9 Service Providers and Data Processors
MKAZ may appoint third-party service providers to process Personal Data on its behalf for the purposes stated in this Article and the Privacy Notice.
MKAZ shall take reasonable steps to ensure that an appointed service provider:
- processes Personal Data only for the authorised purpose;
- implements appropriate security measures;
- restricts access to authorised personnel;
- retains Personal Data only for the required period; and
- complies with applicable contractual and legal data-protection obligations.
The appointment of a service provider does not remove MKAZ’s responsibilities as a data controller to the extent imposed by applicable law.
44.10 Operating Partners and Service Locations
Where a rental or related service is provided through an authorised branch, agent, fleet partner or operating partner, MKAZ may disclose relevant Personal Data to that party for purposes including:
- confirming and administering the booking;
- arranging Vehicle collection and return;
- verifying the Hirer and Driver;
- providing customer assistance;
- administering the Rental Agreement;
- conducting Vehicle inspections;
- managing accidents, damage or breakdowns; and
- processing charges properly arising from the rental.
Such parties may only process Personal Data within the scope of their authorised role and applicable legal obligations.
This provision shall not be interpreted as confirming that MKAZ operates a franchise arrangement unless such an arrangement actually exists.
44.11 Vehicle Location and Telematics Information
Where the Vehicle is equipped with GPS, telematics or another monitoring system, MKAZ may collect information including:
- Vehicle location;
- date and time;
- route and distance travelled;
- speed or Vehicle-operation data;
- mileage;
- fuel or battery information;
- geofence or authorised-area events;
- diagnostic and maintenance information; and
- suspected accident, tampering or security events.
Such information may be processed for:
- locating and recovering the Vehicle;
- managing roadside assistance and emergencies;
- verifying mileage and operational-area compliance;
- investigating accidents, theft, loss or misuse;
- protecting the Vehicle and the safety of users;
- administering charges under the Rental Agreement;
- maintaining and improving fleet operations; and
- establishing, exercising or defending legal claims.
MKAZ shall not use Vehicle-location information for a materially unrelated purpose unless the relevant individual has been informed or the use is otherwise permitted by law.
44.12 Dashcam and In-Vehicle Recordings
Where a Vehicle is equipped with a dashcam or other recording device, the device may record road conditions, location, date, time, audio, images or events occurring in or around the Vehicle, depending on its configuration.
Recordings may be used for:
- accident investigation;
- safety and security;
- insurance claims;
- fraud prevention;
- Vehicle recovery;
- dispute resolution;
- legal proceedings; and
- compliance with lawful requests from competent authorities.
The Hirer must not remove, disable, obstruct, alter or tamper with an installed recording or telematics device without MKAZ’s prior written approval.
MKAZ shall handle identifiable recordings as Personal Data where applicable.
44.13 Analytics, Research and Service Improvement
MKAZ may use rental and Usage Information for statistical analysis, research, safety management, service improvement and the development of new products or services.
Where reasonably practicable, information used or disclosed for general research and statistical purposes shall be aggregated, de-identified or anonymised to reduce the likelihood that a specific individual can be identified.
MKAZ shall not describe information as anonymised where the information can reasonably be linked back to an identifiable individual.
Where identifiable Personal Data is disclosed to a business partner or research institution, the disclosure must have a lawful basis, fall within a notified purpose and be subject to appropriate safeguards.
44.14 Cross-Border Transfers
MKAZ’s technology providers, Booking Channels, payment processors or other service providers may process or store Personal Data outside Malaysia.
Where Personal Data is transferred outside Malaysia, MKAZ shall take reasonable steps to ensure that the transfer complies with section 129 of the Personal Data Protection Act 2010 and applicable regulatory requirements.
Such steps may include:
- determining whether the receiving jurisdiction provides substantially similar or adequate protection;
- obtaining consent where required;
- relying on another lawful transfer condition;
- implementing contractual, technical and organisational safeguards; and
- maintaining appropriate transfer records.
The purposes and relevant classes of overseas recipients shall be described in MKAZ’s Privacy Notice where required. The official cross-border transfer guidance confirms that data controllers remain responsible for transfer security and should maintain records of recipients, countries, data types and purposes. JPDP Cross-Border Personal Data Transfer Guideline
44.15 Data Security
MKAZ shall take practical and reasonable technical and organisational measures to protect Personal Data against:
- loss;
- misuse;
- unauthorised or accidental access;
- unauthorised disclosure;
- alteration;
- destruction; and
- other unlawful processing.
Access to Personal Data shall be limited, where reasonably practicable, to personnel and service providers who require access for an authorised purpose.
No electronic transmission or storage system can be guaranteed to be completely secure. This statement does not reduce MKAZ’s obligation to implement the security measures required by applicable law.
44.16 Data Retention
MKAZ shall retain Personal Data only for as long as reasonably necessary to:
- provide the requested services;
- administer the booking and Rental Agreement;
- satisfy accounting, tax, audit, insurance and legal requirements;
- manage summons, damage, chargebacks and disputes;
- establish, exercise or defend legal rights; and
- fulfil the purposes stated in the Privacy Notice.
When Personal Data is no longer required, MKAZ shall take reasonable steps to securely delete, destroy or anonymise it, subject to technical limitations and lawful retention requirements.
44.17 Accuracy of Personal Data
The Hirer and Driver must ensure that Personal Data provided to MKAZ is accurate, complete, current and not misleading.
MKAZ shall take reasonable steps to maintain the accuracy of Personal Data having regard to the purpose for which it is processed.
The Hirer or Driver must promptly notify MKAZ of any material change to their information.
44.18 Data Subject Rights
Subject to applicable law and any permitted exceptions, an individual may have the right to:
- request access to Personal Data held by MKAZ;
- request correction of inaccurate or incomplete Personal Data;
- withdraw consent where processing is based on consent;
- object to or limit direct-marketing communications;
- request information concerning the processing of Personal Data;
- exercise applicable data-portability rights; and
- lodge a complaint with MKAZ or the relevant authority.
Withdrawal of consent does not affect processing already lawfully undertaken and may prevent MKAZ from continuing to provide a service where the relevant processing is necessary.
The JPDP identifies notice, disclosure, security, retention, data integrity and access as core personal-data protection principles. JPDP Personal Data Protection Principles
44.19 Personal Data Breach
Where a Personal Data breach occurs, MKAZ shall assess and manage the incident in accordance with applicable law.
Where legally required, MKAZ shall notify the Personal Data Protection Commissioner and affected individuals within the applicable manner and timeframe.
MKAZ may provide affected individuals with information concerning:
- the nature of the breach;
- the Personal Data involved;
- the potential consequences;
- measures taken by MKAZ; and
- reasonable protective steps available to the individual.
44.20 Privacy Notice
Further information concerning MKAZ’s collection, use, disclosure, security, retention and cross-border transfer of Personal Data shall be set out in MKAZ’s Privacy Notice published on its official website.
This Article provides contractual information relating to the rental and does not replace the Privacy Notice required under applicable data-protection law.
If there is an inconsistency between this Article and MKAZ’s Privacy Notice concerning the processing of Personal Data, the provision that:
- provides clearer and more specific notice;
- better reflects the actual processing activity; and
- complies with applicable law
shall apply.
No provision shall be interpreted as permitting MKAZ to process Personal Data in a manner prohibited by law.
Article 45: Amendments to the Terms and Conditions
45.1 Right to Amend
MKAZ may amend these Terms and Conditions from time to time to reflect changes in:
- applicable law or regulatory requirements;
- payment or security practices;
- MKAZ’s products and services;
- operational procedures;
- technology or Booking Channels;
- safety requirements; or
- reasonable business practices.
45.2 Publication of Amendments
An amended version shall be published on MKAZ’s official website together with its effective date.
MKAZ may also communicate a material amendment through:
- email;
- the booking system;
- the Customer’s account;
- electronic messaging;
- the Booking Confirmation; or
- another appropriate communication channel.
45.3 Application to New Bookings
Unless otherwise stated, amended Terms and Conditions shall apply to bookings submitted on or after the effective date of the amended version.
The Terms and Conditions applicable when a booking was accepted by MKAZ shall generally continue to govern that booking.
45.4 Existing Bookings and Rentals
An amendment shall not materially and adversely alter a confirmed booking or existing Rental Agreement without the affected Hirer’s agreement, except where:
- the amendment is required by law or a competent authority;
- the amendment is necessary to address an immediate safety or security risk;
- the amendment does not materially reduce the Hirer’s contractual rights;
- the amendment is reasonably necessary to provide the agreed service and an appropriate alternative is offered; or
- the applicable contract expressly permits the amendment and its exercise is lawful and reasonable.
Any booking-specific amendment agreed between MKAZ and the Hirer must be recorded in writing or through an authorised electronic communication.
45.5 Continued Website Use
Continued use of MKAZ’s website after an amended version becomes effective constitutes acceptance of the amended website-use terms.
Continued website use alone shall not be treated as acceptance of a material change to an already confirmed booking or signed Rental Agreement where express agreement is required.
General Legal Disclaimer
These Terms and Conditions, together with the applicable Booking Confirmation, Rental Agreement, rate conditions, accepted optional-product terms and Privacy Notice, form part of the legally binding agreement between MKAZ and the Hirer.
A breach may give rise to contractual remedies, subject to the terms of the agreement and applicable law.
No amendment, waiver or variation relating specifically to a confirmed booking or Rental Agreement shall bind MKAZ unless:
- agreed or confirmed in writing;
- communicated through an authorised electronic channel; or
- issued by a representative authorised to act on behalf of MKAZ.
A failure or delay by MKAZ to exercise a right does not constitute a waiver of that right.
If any provision is found to be unlawful, invalid or unenforceable, it shall be limited or interpreted to the minimum extent necessary, and the remaining provisions shall continue in effect.
Nothing in these Terms and Conditions excludes, restricts or modifies any consumer right, data-protection right, statutory guarantee, remedy or liability that cannot lawfully be excluded.
These Terms and Conditions shall be governed by the laws of Malaysia. Subject to any mandatory consumer right to bring a claim before another competent forum, disputes shall be subject to the jurisdiction of the courts of Malaysia.
Copyright Notice
© MKAZ Travel Network Sdn. Bhd. All rights reserved.
The text, branding, layout and original content published on MKAZ’s official website may not be copied, reproduced, distributed, modified or commercially used without MKAZ’s prior written permission, except as permitted by law.
This Article should be accompanied by a separate, properly displayed Privacy Notice. Under section 7 of the PDPA, a written data-protection notice is a mandatory element for organisations processing personal data.
Travel Requirement
Article 60: Travel and Entry Requirements for Malaysia
60.1 Customer’s Responsibility
Before travelling to Malaysia, the Customer, Hirer and every Authorised Driver are responsible for ensuring that they satisfy all applicable:
- passport and travel-document requirements;
- visa and immigration requirements;
- Malaysia Digital Arrival Card requirements;
- health, customs and entry requirements;
- airline, airport and transit requirements; and
- driving-licence and International Driving Permit requirements.
These requirements may vary according to the traveller’s nationality, country of departure, transit route, immigration status, purpose of travel and intended length of stay.
MKAZ Travel Network Sdn. Bhd. (“MKAZ”) does not provide immigration or legal advice and does not guarantee that any individual will be permitted to enter, remain in or travel within Malaysia.
60.2 Passport and Travel Documents
International travellers must hold a valid passport or other travel document recognised by the Malaysian authorities.
The traveller is responsible for ensuring that:
- the passport or travel document remains valid for the period required by the relevant authorities;
- sufficient blank pages are available where required;
- the personal details correspond with the booking and travel documents;
- the document has not expired, been cancelled or been reported lost or stolen; and
- any additional validity requirement imposed by the airline, transit country or Malaysian authorities is satisfied.
A Vehicle booking confirmation does not constitute a visa, immigration approval, travel authorisation or guarantee of entry into Malaysia.
60.3 Visa and Immigration Requirements
A traveller must obtain any visa, pass, approval or other immigration permission required for entry into Malaysia before travelling.
Visa requirements may vary according to:
- nationality;
- type of passport or travel document;
- purpose of travel;
- duration of stay;
- method of entry; and
- current Malaysian immigration policy.
Visa exemptions may be subject to conditions and do not guarantee entry. The final decision concerning admission into Malaysia rests with the Malaysian immigration authorities.
Travellers should verify current requirements through the Malaysian Immigration Department’s official visa information or the nearest Malaysian embassy, high commission or consulate.
60.4 Malaysia Digital Arrival Card
Foreign travellers may be required to submit the Malaysia Digital Arrival Card (“MDAC”) within the period prescribed by the Malaysian Immigration Department before arrival.
Certain travellers may qualify for an exemption. The traveller is responsible for confirming:
- whether an MDAC submission is required;
- the applicable submission period;
- whether an exemption applies; and
- whether the submission has been successfully completed.
The MDAC is not a visa and does not guarantee admission into Malaysia.
Travellers should only use the official Malaysian Immigration Department MDAC information and application channel.
60.5 Return Ticket, Accommodation and Supporting Information
Malaysian immigration authorities or the relevant carrier may require a traveller to provide supporting information, which may include:
- a confirmed return or onward-travel ticket;
- proof of accommodation;
- proof of sufficient funds;
- details of the intended stay;
- a valid visa, pass or approval;
- health or vaccination documentation where applicable; and
- other supporting documents required by the relevant authority.
The Customer is solely responsible for obtaining and presenting the documents required for travel and entry.
60.6 Transit Requirements
Where a traveller transits through another country before arriving in Malaysia, the traveller must independently verify the transit, visa, passport and health requirements of that country.
MKAZ is not responsible for a denied boarding, missed connection, detention, removal or additional expense arising from a traveller’s failure to satisfy a transit-country requirement.
60.7 Domestic Travel Within Malaysia
For domestic travel within Malaysia, including travel:
- within Peninsular Malaysia;
- between Peninsular Malaysia and Sabah or Sarawak;
- between Sabah and Sarawak; or
- within Sabah or Sarawak,
travellers must carry the original identification or travel documents required by the relevant airline, airport operator, immigration authority or other competent authority.
Malaysian citizens may be required to present an original MyKad, passport or another document accepted by the relevant authority or carrier.
Foreign nationals may be required to present:
- an original valid passport;
- a valid visa, pass or immigration endorsement;
- a domestic boarding document; and
- other supporting documents required by the airline or immigration authority.
Travel between Peninsular Malaysia, Sabah and Sarawak may be subject to immigration controls and document verification. A photograph, screenshot or photocopy may not be accepted as a substitute for an original document.
Passengers must verify the applicable domestic travel requirements directly with their airline and the Malaysian Immigration Department before departure.
60.8 Driving Licence Requirements
Permission to enter Malaysia does not automatically establish eligibility to rent or drive a Vehicle.
Before collection, the Hirer and every proposed Authorised Driver must present:
- an original and valid domestic driving licence;
- an original and valid passport or identity document;
- an original International Driving Permit where required by MKAZ;
- any official translation required by MKAZ; and
- any additional document reasonably required for verification.
All driving documents must:
- remain valid throughout the Rental Period;
- correspond with the identity of the Driver;
- authorise the Driver to operate the selected Vehicle category;
- be issued by a competent authority; and
- be acceptable for use in Malaysia.
60.9 International Driving Permit
Where required, an International Driving Permit (“IDP”) must:
- be obtained before travelling to Malaysia;
- be issued by the competent authority in the Driver’s home country or jurisdiction;
- remain valid throughout the Rental Period;
- correspond with the Driver’s domestic driving licence; and
- be presented together with the original domestic driving licence.
An IDP is a supporting permit and does not replace the original domestic driving licence.
A document issued by an unofficial website, private company or unrecognised organisation shall not be accepted merely because it is described as an “international driving licence” or “international driving permit.”
JPJ confirms that an IDP is a formal driving document issued through the relevant competent authority. Road Transport Department Malaysia—International Driving Permit
60.10 Physical and Digital Driving Documents
Unless MKAZ expressly confirms otherwise in writing, the Hirer and Authorised Drivers must present their physical original driving documents during Vehicle collection.
MKAZ does not accept the following as substitutes for required original documents:
- screenshots;
- photographs;
- photocopies;
- unofficial digital licences;
- unverifiable electronic permits;
- altered documents; or
- documents issued by an unrecognised private provider.
A digital driving licence or digital IDP shall only be accepted if:
- it is legally recognised for use in Malaysia;
- its authenticity can be verified through an official source; and
- MKAZ has expressly approved it before Vehicle collection.
MKAZ’s document requirements may be stricter than a general immigration or travel requirement because they also address Vehicle eligibility, contractual risk and applicable protection conditions.
60.11 Document Translation
If a domestic driving licence is not issued in English or Malay, MKAZ may require:
- an original valid IDP;
- an official translation; or
- another document acceptable to MKAZ and the relevant authorities.
The translation must be issued or certified by a recognised authority. A self-prepared, automatically generated or unofficial translation may be rejected.
60.12 Verification Before Vehicle Release
MKAZ may inspect and verify the Driver’s:
- passport or identity document;
- domestic driving licence;
- IDP;
- immigration status or supporting travel documents, where relevant;
- identity and date of birth;
- licence category and validity; and
- eligibility under MKAZ’s Rental Terms.
MKAZ may refuse to release the Vehicle if a required document:
- is not presented in its required form;
- has expired or is not yet valid;
- appears altered, damaged or fraudulent;
- cannot reasonably be verified;
- does not match the booking information;
- does not authorise the selected Vehicle category; or
- is otherwise unacceptable under MKAZ’s Rental Terms.
60.13 Refusal of Rental and Refund Conditions
Failure to satisfy immigration, travel or driving-document requirements may result in:
- denied boarding or entry into Malaysia;
- delay or refusal at an immigration checkpoint;
- inability to collect the Vehicle;
- cancellation or classification as a no-show; or
- loss of all or part of the booking payment, subject to the applicable rate and cancellation conditions.
Where MKAZ refuses to release the Vehicle because the Hirer or Driver has failed to provide the required valid original documents, any cancellation or refund shall be governed by:
- the Booking Confirmation;
- the selected rate conditions;
- MKAZ’s cancellation policy;
- the Rental Terms; and
- applicable law.
For a booking made through a Third-Party Platform, the Customer must submit any cancellation or refund request through that platform where required by its procedures.
60.14 Changes to Government Requirements
Passport, visa, MDAC, health, immigration, transit and driving requirements may change at short notice.
Information published by MKAZ is provided for general guidance based on information available at the relevant time. MKAZ does not warrant that such information will remain complete or current.
The traveller must verify the latest requirements before booking and again before departure through:
- the Malaysian Immigration Department;
- the Road Transport Department Malaysia;
- the relevant airline;
- the traveller’s embassy or consulate;
- the Malaysian embassy, high commission or consulate; and
- the authorities of any transit country.
60.15 MKAZ’s Responsibility
To the extent permitted by law, MKAZ shall not be responsible for a loss, delay, missed flight, denied boarding, denied entry, detention, removal, cancellation or additional expense resulting from:
- an invalid or expired travel document;
- failure to obtain a required visa, pass or MDAC;
- failure to satisfy transit or health requirements;
- failure to carry original documents;
- an invalid or unacceptable driving licence or IDP;
- information provided by an independent airline, authority or Third-Party Platform; or
- a decision made by an immigration, customs, road-transport or other competent authority.
Nothing in this Article excludes liability arising from MKAZ’s fraud, negligence or breach of a duty that cannot lawfully be excluded.
60.16 Customer Acknowledgement
By submitting a booking, the Customer and Hirer acknowledge that:
- travel and immigration requirements are separate from MKAZ’s rental requirements;
- a confirmed Vehicle reservation does not guarantee entry into Malaysia;
- entry into Malaysia does not guarantee eligibility to rent or drive a Vehicle;
- all required original travel and driving documents must be carried and presented;
- requirements may change before the travel date; and
- the Customer is responsible for verifying the latest official requirements.
Amendment of Terms and Conditions
Amendment of Terms and Conditions
62.1 MKAZ reserves the right to amend, revise, supplement, replace or withdraw any part of these Terms and Conditions at any time where reasonably necessary for:
- changes in law or regulatory requirements;
- safety, security or fraud-prevention purposes;
- changes to MKAZ’s services, products or operational procedures;
- changes to payment methods, technology or Booking Channels;
- correction of errors or clarification of existing provisions; or
- other reasonable business purposes.
62.2 Any revised Terms and Conditions shall be published on MKAZ’s official website together with the applicable effective date. MKAZ may also give notice through email, electronic messaging, the booking system or another appropriate communication channel.
62.3 Unless otherwise stated, revised Terms and Conditions shall apply to bookings made on or after their effective date.
62.4 A confirmed booking shall generally remain subject to the Terms and Conditions accepted when MKAZ issued the Booking Confirmation. MKAZ shall not retrospectively impose a material and adverse change on an existing confirmed booking without the Hirer’s agreement, except where:
- the change is required by law, regulation or a competent authority;
- the change is reasonably necessary to address an immediate safety, security or fraud risk;
- the change is administrative, procedural or corrective and does not materially reduce the Hirer’s rights;
- the change benefits the Hirer; or
- the existing agreement expressly permits the change and its application is lawful and reasonable.
62.5 Where a material amendment affects an existing booking, MKAZ may notify the Hirer and, where appropriate:
- request acceptance of the revised terms;
- offer a reasonable alternative arrangement; or
- permit cancellation or another appropriate remedy, subject to applicable law.
62.6 Continued use of MKAZ’s website or services after revised website terms become effective constitutes acceptance of those revised terms for future use. Continued website use alone shall not constitute acceptance of a material adverse change to an existing Rental Agreement where express consent is required.
62.7 No oral statement or informal communication shall amend these Terms and Conditions or a confirmed booking unless it is recorded or confirmed in writing by an authorised MKAZ representative.
62.8 The version of the Terms and Conditions applicable to a booking may be evidenced by:
- the effective date displayed on the website;
- the version accepted during checkout;
- the Booking Confirmation;
- the Rental Agreement;
- electronic acceptance records; or
- other records maintained by MKAZ.
62.9 Nothing in this Article permits MKAZ to amend the Terms and Conditions in a manner that excludes or restricts any statutory or consumer right that cannot lawfully be excluded.
