Refund & Cancellation Policy

We provide application assistance for the Malaysia eVisa: we prepare your application, check your documents and submit the application to Immigration on your behalf. This policy sets out when a request for that assistance can be cancelled, what happens to the fees you have paid in each situation, and how to make a cancellation or refund request.

The policy forms part of our Terms & Conditions. Where the two documents deal with the same point, they are intended to say the same thing; if you believe they differ, the Terms & Conditions take precedence and you are welcome to ask us about the difference.

The policy applies to fees paid for Tourist eVisa and Business eVisa application assistance at either service level, and to fees paid for entry-visa assistance in the Employment Pass, Student Pass, Dependent Pass and Official Visit categories. It applies to every applicant included in a request, whether the request was made for one traveller or for a group.

It does not apply to costs you incur elsewhere in connection with your trip, such as flights, accommodation or insurance, and it does not describe any refund or withdrawal procedure of Immigration, which we do not operate and cannot speak for.

A service fee is paid when you request assistance. From that moment we begin the preparation stage: receiving your information, reviewing your documents for completeness and consistency, requesting any corrections, and preparing the application so that it can be submitted. The fee covers this preparation work and the submission that follows it.

Preparation can be brief or can involve several rounds of correspondence, depending on how complete the first set of information is. Throughout the preparation stage the application has not yet been submitted and the cancellation terms in Sections 5 and 6 apply.

Payment on this website and submission to Immigration are two separate events, and this policy turns on the second, not the first. Paying a fee engages our assistance; it does not mean the application has been submitted. Submission happens later, once the preparation stage is complete and the application has in fact been lodged with Immigration.

Two situations therefore exist. In the first, you have paid and the application is being prepared but has not been submitted; in the second, the application has been submitted to Immigration. The sections that follow deal with each in turn. If you are not sure which situation applies to you, ask us before you rely on either; we will confirm whether your application has been submitted.

While an application is still in preparation you may ask us to cancel the request. Send the request through the communication channel used for your application, stating the applicant names and the request you wish to cancel. A cancellation takes effect when we confirm to you that the application has not been submitted and will not be submitted; until that confirmation, preparation may still be in progress.

Because preparation can move quickly once documents are complete, a cancellation request should be sent as soon as you decide not to proceed. A request received after the application has been submitted is treated under Section 8. An accepted pre-submission cancellation is subject to the cancellation charge described in Section 6.

When a cancellation is accepted before the application has been submitted to Immigration, a cancellation charge of US$60 per passport applies. The charge is applied for each passport included in the cancelled request and reflects the preparation work already carried out.

Any remaining refundable balance, after the cancellation charge, is returned to you subject to the applicable payment and cancellation conditions and the process described in Section 18. No other pre-submission charge applies.

An application is submitted when, after the preparation stage, we lodge it with Immigration for assessment. Submission is a matter of fact: it is the actual lodging of the application, not the date you paid, not the date your documents were complete and not the date of any message from us about preparation.

From submission onward the application is assessed by Immigration independently. Immigration decides how it reviews the application, whether it requires further documents or verification, how long its assessment takes and what the outcome is. We cannot withdraw an application from that process, and we cannot influence, override or accelerate what Immigration decides.

Once an application has actually been submitted to Immigration, it cannot be cancelled through our service. The application belongs to Immigration's assessment process, which we do not operate, and we have no means of recalling it, pausing it or withdrawing it on your behalf.

Whether Immigration itself offers any form of withdrawal is a matter for Immigration's own procedures, which we do not control and do not describe here. A request to cancel that reaches us after submission will be answered with confirmation that the application has been submitted and that this section applies.

Once the application has been submitted to Immigration, the full amount paid is non-refundable. This includes applicable visa application fees, processing charges and service fees, subject to applicable law.

The rule applies regardless of what happens next in the assessment. It does not depend on the outcome, on how long Immigration takes, on whether Immigration asks for further documents or verification, or on whether your plans change after submission. The reason is practical: by the time of submission the preparation work has been completed and the application has been lodged, and neither can be undone.

The outcome of an application is determined by Immigration alone. A refusal, a decision different from the one you hoped for, or a visa issued with conditions you did not expect is a result of Immigration's independent assessment, not of a failure in the assistance service, and it does not create an entitlement to a refund of fees paid for a submitted application.

If you wish to apply again after a refusal, that is a new request. Whether a further application may be made is a matter for the immigration process and your circumstances; if you ask us to assist with it, the applicable fee for the new request applies.

After submission, Immigration may ask for further documents, clarification of a detail or verification of the information provided, and may take additional time to complete that verification. These requests are part of Immigration's assessment, are decided by Immigration and can arise even where the documents originally supplied were complete.

A request for additional documents or verification is not a ground for refund, and providing the requested items does not change the position described in Section 9. What it does require is a prompt, accurate response from you so that the assessment can continue.

This website publishes no fixed processing durations, and any period described to you is an estimate. Immigration's assessment may take longer than an estimate because of further review, verification or application volumes, none of which we control. A delay in Immigration's assessment, including one that means a decision is not available before your intended travel date, does not create an entitlement to a refund of fees paid for a submitted application.

The Application Processing page explains the stages of assessment and the reasons a decision can take longer than expected.

If your plans change before submission, tell us at once: the application can be amended or the request cancelled under Section 5. If your plans change after submission, the application has already been lodged with the dates and details it contained, the fees paid remain non-refundable, and any amendment or new application is a matter for the immigration process and, where we assist, a new request.

For this reason we recommend that flights, accommodation and other arrangements that depend on the visa remain flexible until Immigration's decision is known. Costs incurred for travel arrangements are outside this policy in every case.

During preparation we check your information and documents for consistency and ask for corrections, but we rely on you for their accuracy. Where an application is delayed, returned for further documents or refused because the information or documents you supplied were incorrect, incomplete or inconsistent with your passport, the consequences are not a failure of the service and do not give rise to a refund of fees for a submitted application.

Before submission, an error you tell us about can usually be corrected as part of preparation at no additional charge. After submission, a correction depends on the immigration process and may require a new application.

Regular Service and Express Service are the two service levels at which assistance is provided, priced as shown on the Visa Fees page. Express Service gives priority handling to our own preparation and submission activities; it does not shorten, bypass or influence Immigration's assessment and does not secure a decision by any particular date.

The service level chosen does not change this policy. The Express fee is paid for priority handling of the preparation stage, which is delivered before submission, and the difference between the Express and Regular fee is not refundable on the ground that Immigration's assessment took longer than expected or that a decision arrived after a travel date.

If you believe you have paid more than once for the same request, paid for the wrong number of applicants or been charged an amount that does not match the fee shown at the time of payment, tell us through the communication channel used for your application, with the transaction details you have. We will check the payment records for the request and respond to you on the basis of what they show.

A genuine duplicate payment or payment error identified in this way is handled separately from the cancellation rules in this policy and is not treated as a request to cancel the application. We do not publish a fixed timeframe for resolving payment errors, and the method by which an amount is returned depends on the payment system used.

Send your request through the communication channel used for your application so that it is linked to the correct request and applicants. Include the information below so that we can identify the request and respond without delay.

When we receive a request we first establish whether the application has been submitted to Immigration, because that fact determines which part of this policy applies. We then confirm the position to you in writing through the same channel: that a pre-submission cancellation has taken effect and what, if anything, is refundable; that the application has been submitted and the fees are non-refundable; or, for a payment error, what the payment records show.

We do not publish a fixed period within which refund requests are decided or amounts returned. Where an amount is refundable, it is returned by the method appropriate to the original payment, and we will tell you when that has been done.

Nothing in this policy limits rights that the law applicable to you grants and does not allow to be excluded. Where such a right entitles you to a refund that this policy would otherwise not provide, the law prevails. The qualification subject to applicable law, used in this policy, carries that meaning.

Cancellation requests, refund questions and reports of payment errors should be sent through the communication channel used for your application. A dedicated contact point for refund and cancellation matters will be published here once confirmed.