Introduction and Scope
This Refund Policy explains how refunds are treated for the service fee charged for our private Malaysia Digital Arrival Card (MDAC) application assistance service. It applies to every customer who completes payment for the service, whichever processing option is selected.
Please read this policy carefully before making payment. It forms part of the information you are asked to review before using the service, and it should be read together with the other information published on this website.
Non-Refundable Service Fee
All service fees are 100% non-refundable once payment has been completed, except where applicable law requires a refund or other remedy.
Under our standard policy, the service fee cannot be refunded after payment has been completed, regardless of the customer’s reason for requesting a voluntary refund. This is subject only to the rights described in Section 11.
When This Refund Policy Applies
This policy applies from the moment payment for the service has been completed. From that point, the service fee is treated as non-refundable under our standard policy, regardless of the reason for which a customer asks for a voluntary refund.
The circumstances below are expressly covered. They are listed so that customers understand how the standard policy applies in situations that commonly arise:
- Cancellation of an application after payment has been completed
- Cancellation of, or changes to, travel arrangements
- A decision by the customer not to travel
- Incorrect or incomplete applicant information
- Duplicate applications or submissions
- Changes to arrival or departure dates
- Failure to supply requested information
- Delays caused by inaccurate or incomplete information
- Circumstances outside the service provider's control
These examples explain the general rule. They do not create exceptions to it, and a request that does not fall within one of them is still subject to the standard policy.
Cancellations and Changes to Travel Plans
Travel plans can change for many reasons. If you cancel or postpone your trip, change your travel arrangements, or decide not to travel at all after payment has been completed, the service fee remains non-refundable. The same applies if your arrival or departure dates change, or if travel arrangements made with airlines, accommodation providers or other third parties are altered or cancelled.
Cancelling an application after payment does not entitle the customer to a refund of the service fee. We recommend that you confirm your travel plans before you pay.
Incorrect, Missing or Duplicate Application Information
The service relies on the information that the customer provides. Where information is incorrect or incomplete, or where the customer fails to supply information that has been requested, the service fee remains non-refundable. This includes situations in which inaccurate or incomplete information causes a delay in the handling of an application.
Where the same application is submitted more than once, whether deliberately or by mistake, each payment completed for a submission is subject to this policy. A duplicate submission does not make the additional service fee refundable.
A request to correct information does not automatically make the original service fee refundable. Correction requests are considered separately from refund requests and are subject to Section 6.
Requests for Changes After Payment
A customer may ask for information to be changed after payment has been completed. Whether a change can be made depends on the processing status of the application at the time the request is received, and a requested change cannot always be completed.
Making a change request does not guarantee that the change will be made, and it does not give rise to a refund of the service fee. Where a change cannot be made, the original application information may continue to be used as it was provided.
Applicant Responsibility Before Payment
Before completing payment, each customer is responsible for reviewing the information to be submitted and confirming that it is accurate and complete. This includes passport and personal details, contact information, travel dates, transport details and accommodation information.
Customers are also responsible for deciding whether the service is appropriate for their circumstances, and for confirming that their travel plans are settled to the extent they wish before they pay. Where the information supplied is for more than one traveller, the same responsibility applies to the details of each traveller.
Processing Circumstances and Service Limitations
Processing times shown on this website are service targets. They are not guarantees of approval, clearance or entry, and no outcome of any kind is promised by this policy or by the service.
Some circumstances are outside the service provider's control, such as technical or communication interruptions, delays caused by third parties, or events affecting travel generally. Where a delay or limitation results from circumstances of this kind, the service fee remains non-refundable under the standard policy.
Delays that arise because information was inaccurate, incomplete or not supplied when requested are the consequence of that information and are covered by Section 5.
Payment Acknowledgement and Customer Review
Where payment is requested for the service, completing that payment confirms that the customer has read this Refund Policy and understands that the service fee is non-refundable under the standard policy.
Customers should review their order and application details carefully before payment is completed, and should keep a copy of this policy for their records if they wish to do so.
Refund and Payment Inquiries
Questions about this Refund Policy or about a payment should be directed to the service provider through the contact channels that it makes available for this purpose. When making an inquiry, please describe the matter clearly and include the details needed to identify your application.
Making an inquiry does not change the standard policy described in Section 2.
Applicable Legal Rights and Policy Updates
Nothing in this Refund Policy excludes, restricts or limits any refund, remedy or consumer right that applicable law requires to be provided. Statutory rights are not waived by this policy, and where applicable law gives a customer a right that cannot lawfully be excluded, that right applies to the extent the law requires.
This policy may be updated from time to time. The version published on this page is the current version, and customers are encouraged to review it before making payment.