General conditions

1. Who we are

air-viva.com is operated by AVIO Solutions Limited, incorporated in Hong Kong under registration no. 77693458, with its registered office at #1202, 12/F., 299 QRC, 287-299 Queen's Road Central, Sheung Wan, Hong Kong.

2. Our role

We sell flights as an intermediary. The flight itself is operated by the airline named on your booking, and the contract of carriage is between you and that airline, under its own conditions of carriage and the fare rules shown when you booked. These conditions govern the booking service we provide — searching, reserving, collecting payment where applicable, and issuing tickets.

3. Making a booking

You must be at least 18 and entitled to book for every traveller you enter. Traveller names must match the travel documents they will fly with — airlines can refuse boarding over a mismatch, and correcting a name after ticketing is subject to the airline's rules and charges.

Check the details on the review page carefully. What you confirm there is what we book.

4. Prices and payment

The price shown at review is confirmed when your seats are reserved at the moment you choose a payment method, and it does not change during checkout. Prices are shown with their currency code.

Payment is processed by third-party payment providers. Your payment must complete within the time shown at checkout; if it does not, the reservation lapses and no money is taken. Where your card issuer requires authentication, the payment cannot complete without it.

5. Ticket issuance

Tickets are normally issued immediately after payment. Occasionally confirmation from the airline takes longer; your booking will then honestly show as paid and being confirmed, and we complete the ticket or refund the payment in full. Your booking is only confirmed as a flight when a ticket is issued.

6. Fare holds

Where offered, a fare hold locks your fare and seats until a stated deadline for a fee. The fee pays for the holding service itself: it is charged in addition to the fare, is never deducted from it, and is not refunded once the hold has been provided — including when you decide not to complete the booking.

If the fare is not paid before the hold's deadline, the hold lapses and the seats are released. We remind you before that happens.

7. Changes, cancellations and refunds

What can be changed or refunded, and at what cost, is set by the fare rules of the fare you bought — they are shown before you pay and in your booking. Where a refund is due, it is made to the original payment method. Airline and payment charges that the fare rules put on you are passed on at cost.

8. Travel documents and requirements

Passports, visas, health requirements and entry rules for your route are your responsibility. Being refused boarding or entry for missing or invalid documents is not a failure of the booking service, and the fare rules decide any refund.

9. Baggage

Baggage allowances are those stated for your fare. At the airport, the operating airline's baggage rules and charges apply.

10. Liability

We operate the booking service with reasonable skill and care. Delays, cancellations, schedule changes and everything else about the flight itself are matters between you and the operating airline under its conditions of carriage and the international conventions that apply to carriage by air.

For the booking service, our total liability for a booking is limited to the amount you paid us for it. Nothing in these conditions excludes liability that cannot lawfully be excluded.

11. Your account

Signing in to My bookings works by a link sent to your booking email address, and booking emails may contain sign-in links. Keep that inbox secure and the emails private — anyone who controls them can see your bookings.

12. General

If part of these conditions turns out to be unenforceable, the rest still applies. We may update these conditions; the version published here with its effective date is the one that applies to a booking made while it is in force.

These conditions are governed by the law of Hong Kong, and the courts of Hong Kong have jurisdiction.