Terms of use

Table of contents
  1. Introduction
  2. Terminology
  3. Cookies
  4. Intellectual Property License
  5. User Comments
  6. Hyperlinking to Our Content
  7. iFrames
  8. Content Liability
  9. Privacy Policy
  10. Reservation of Rights
  11. Removal of Links from Our Website
  12. Disclaimer
  13. CANCELLATION, AND REFUND POLICY ON PRODUCT
  14. Return Policy
  15. Refund Policy
  16. CANCELLATION, AND REFUND POLICY ON SERVICE
  17. SHIPPING POLICY
  18. Products, Payments & Returns
  19. Governing Law & Disputes
  20. Contact Information

Terms and Conditions

Welcome to AO Water!
Effective Date: 20 March 2025

Introduction

These terms and conditions outline the rules and regulations for the use of AO Water’s Website, located at https://aowater.com.

By accessing this website, you accept these terms and conditions. Do not continue to use AO Water if you do not agree to all terms stated herein.

Terminology

  • “Client”, “You”, “Your”: Refers to the user of this website.

  • “Company”, “Ourselves”, “We”, “Our”, “Us”: AO Synergy Holding Sdn. Bhd. (SSM 0561987D / 200101026229).

  • “Agreement”: These Terms, Privacy Policy, and all related documents.

  • “Parties”: Refers to both the Client and the Company.
    All terms apply to the offer, acceptance, and payment for services under Malaysian law.

Cookies

We use cookies. By accessing AO Water, you agree to cookie usage in accordance with our [Privacy Policy Link].

  • Purpose: Cookies enable website functionality (e.g., user session tracking).

  • Third Parties: Our logistics or marketing partners may also use cookies.

Intellectual Property License

  • Ownership: Unless otherwise stated, AO Synergy Holding Sdn. Bhd. owns all intellectual property rights for material on this website, including product designs, trademarks, and textual content.

  • Third-Party Content: Certain images or media used on this website may be licensed from third parties or used under applicable copyright exceptions. If you believe any content infringes your copyright, notify us immediately at [email protected] with:

    • Proof of ownership (e.g., copyright registration).

    • Exact URLs of the allegedly infringing material.

    • Your contact details.
      We will investigate and take necessary actions (e.g., removal or attribution).

  • Limited Access: You may access content for personal use, subject to these terms.
    You must NOT:

    • Republish, sell, or sub-license material from AO Water.

    • Reproduce, duplicate, or redistribute content without permission.

User Comments

  • Posting Rights: Users may post comments in designated areas.

  • No Pre-Screening: We do not filter or edit comments before publication.

  • Liability: Comments reflect users’ views, not the Company’s. We are not liable for any harm caused by comments.

  • Content Standards: You warrant that comments:

    • Do not infringe intellectual property rights.

    • Are not defamatory, illegal, or promote commercial activities.

  • License Grant: By posting comments, you grant AO Water a non-exclusive license to use, modify, and share them.

Hyperlinking to Our Content

Approved Entities (may link without prior approval):

  • Government agencies, search engines, news organizations.

  • Accredited businesses (excluding non-profits or charities).
    Linking Conditions:

  • Links must:

    • Not be deceptive or imply false endorsement.

    • Fit the context of the linking site.
      Request Process:

  • Email [email protected] with your details and URLs.

  • Wait 2-3 weeks for approval.

Approved Linking Methods:

  • Use our corporate name or URL.

  • No use of logos without a trademark license.

iFrames

You may not create frames altering the visual presentation of our website without prior written approval.

Content Liability

We are not responsible for content on third-party sites linking to us. You agree to defend us against claims arising from your website.

Privacy Policy

Read our [Privacy Policy Link], compliant with Malaysia’s Personal Data Protection Act (PDPA).

Reservation of Rights

  • We may request removal of any links to our website.

  • We reserve the right to amend these terms at any time.

Removal of Links from Our Website

Contact us to report offensive links. We may remove them but are not obligated to respond.

Disclaimer

  • No Warranties: We do not guarantee accuracy, availability, or completeness of website content.

  • Liability Limitation: To the maximum extent permitted by Malaysian law:

    • We exclude liability for indirect or consequential damages.

    • Exceptions: Liability for death, personal injury, or fraud is not excluded.

CANCELLATION, AND REFUND POLICY ON PRODUCT

  • Cancellation Prior to Shipment

    If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional

    fees. We require a cancellation request to be submitted by emailing us at “[email protected]”.

    Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation

    request within 12 hours upon your order submission in order for a cancellation prior to goods shipment

Return Policy

The following are the policies to be eligible for return requests after shipment/ receipt of goods:

  1.  All goods sold are non-refundable except (i) Failed Delivery (ii) Wrong Delivery and (iii) Damaged good during delivery.
  2. Only items that have been purchased directly from “https://aowater.com/” Online Store can be eligible for a return.
  3. Any “https://aowater.com/” Online Store product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
  4. Goods are eligible for a return if the following are applied:

Incorrect:

  • The item is not the item you ordered. Wrong size or the colour is different from what is indicated on the order summary, or there are missing items inside the packaging.

Damaged:

  •  The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete “https://aowater.com/” Online Store product.

Returned items must meet the following requirements:

  •  The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
  • You have proof of purchase (order invoice number and receipt).
  • Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
  • Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
  1.  Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
  2. We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.

Refund Policy

Your full refund will be issued once we have received and examined the returned goods at our return center. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method:

  1.  Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
  2. Credit card refunds services, refunds will be sent to the card-issuing bank.

Kindly contact your card-issuing bank with regards to the duration of the credit refunds.

CANCELLATION, AND REFUND POLICY ON SERVICE

  • Cancellation Period: Customers may cancel their service booking within 24 hours of making the reservation without penalty.
  • Cancellation Fees: If cancellation occurs more than 24 hours after booking, a cancellation fee of 20% of the total service cost will be charged.
  • Refund Eligibility: Refunds will be issued for cancellations made within the allowable cancellation period (24 hours from booking). Refunds will be processed within 5-7 business days and will be credited back to the original method of payment.
  • Non-Refundable Services: All ticket purchases/booking purchase are strictly non- refundable and non-deferrable. 
  • Process for Cancellation: To cancel a service booking, customers must contact our customer service department at +60192287298.
  • Changes to Reservations: Changes to reservation dates or times may be accommodated depending on availability and must be requested at least 48 hours before the scheduled service time. Additional charges may apply for changes made outside of this timeframe.

SHIPPING POLICY

  • Shipping Address

We will only ship to addresses provided in the billing address or shipment address provided during your purchase.

Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.

We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.

All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.

  • Change In Shipping Address

If you have any request for change of shipping address, please email us at “[email protected]” within 12 hours upon your order submission.

If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

  • Shipping Time

It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

  • Tracking Number

Once goods is picked up by our shipping partner, the tracking ID for the package will be available. Any communication is to be via email/mobile app/sms.

For non-tangible products or services, confirmation of order and receipt will be communicated via email/mobile app/sms. Proof of purchase, invoice or delivery order will be available.

We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.

Products, Payments & Returns

  • Product: Alkaline water machines (physical goods).

  • Delivery: Malaysia only, via our technicians.

  • Payment Methods: Credit/debit cards, Touch ’n Go eWallet, bank transfer, COD.

  • Currency: MYR only. SSL encryption secures transactions.

  • Returns:

    • 7-day return window; unused items in original packaging.

    • Buyer bears return shipping costs.

    • Non-returnable: Used filters.

Governing Law & Disputes

  • Jurisdiction: Governed by Malaysian law.

  • Dispute Resolution: Submit disputes to the Malaysian Consumer Tribunal (Tribunal Tuntutan Pengguna Malaysia). Unresolved cases may proceed to Malaysian courts.

Contact Information

  • Email: [email protected]

  • Address:
    AO Synergy Holding Sdn. Bhd.
    A-0-8, A-1-8, A-2-8, A-3-8,
    M Avenue, No. 1 Jalan 1/38A,
    Segambut Bahagia,
    51200 Kuala Lumpur, Malaysia.