Terms & Conditions

This website offers an online application assistance service for the Malaysia eVisa. These Terms & Conditions set out the basis on which that service is provided. By requesting assistance, submitting application information to us or paying a service fee, you confirm that you have read these terms, understood them and agreed to be bound by them.

The terms apply to every applicant included in a request, whether you apply for yourself or on behalf of family members, colleagues or other travellers. If you act on behalf of another person, you confirm that you are entitled to do so and that the information you provide about that person is accurate and given with their knowledge.

If you do not agree with any part of these terms, please do not use the service.

Our service is an application assistance service. We help you prepare a Malaysia eVisa application and submit it for assessment. The service covers the Tourist eVisa and the Business eVisa, and separate entry-visa assistance for applicants in the Employment Pass, Student Pass, Dependent Pass and Official Visit categories who already hold the approval letters those categories require.

Within that scope, the service includes receiving your application information, reviewing the documents you supply for completeness and consistency, preparing the application for submission, submitting it, and communicating to you any request, update or outcome that we receive through the applicable process.

A successful application depends on the quality of what you give us. You are responsible for providing complete, accurate and current information, for supplying the documents requested for your visa category, and for responding to any request for a correction, clarification or additional document in good time.

You are also responsible for choosing the visa category that matches the real purpose of your visit, for reading the information and conditions we communicate to you, and for making your own travel decisions in the light of the processing explanations published on this website.

The personal and passport details entered in an application must match the passport biodata page exactly: the spelling of every name, the passport number, the date of birth, the nationality and the passport expiry details. We check what you provide for consistency, but we rely on you for its accuracy and cannot verify details we have no means of checking.

If you notice an error in the information you have given us, tell us immediately. Before submission, a correction can normally be made as part of our review. After submission, whether and how a detail can be corrected depends on the immigration process, and a correction may require a new application. Consequences that follow from inaccurate or incomplete information supplied by you, including a request for further documents, a delay or an adverse outcome, are not the responsibility of the service.

Each visa category has its own set of core and supporting documents, described on the Document Requirements page and on the individual category pages. Core documents, such as a valid passport, a clear copy of the passport biodata page and a recent passport-style photograph, are required for every application. Supporting documents, such as travel bookings, accommodation confirmations, financial evidence, host documents or business correspondence, are requested according to the category and the circumstances of the application.

Documents must be genuine, legible and complete. A scan or photograph that is cropped, blurred or affected by glare may be returned for replacement. Document requests can vary between applicants, and the lists on this website are preparation guidance rather than an exhaustive statement of what will be required in every case.

When your information and documents are received, we review them for completeness, readability and consistency and prepare the application for submission. Where something is missing, unclear or inconsistent we will ask you for a correction or a further document before proceeding.

Our review is directed at preparing an application that can be assessed. It is not an assessment of whether the application will be approved, and a successful review does not imply any view about the outcome. The application is not submitted until the preparation stage is complete.

Once the application has been prepared and checked, we submit it to Immigration for assessment. Submission is the point at which responsibility for the application passes from the preparation stage, which we handle, to the assessment stage, which Immigration handles.

Payment to us and submission to Immigration are two different events. Paying a service fee starts our assistance; it does not mean that an application has been submitted. An application is submitted only when the preparation stage is complete and the application has in fact been lodged with Immigration. Several of the terms below, in particular those on cancellation and refunds, depend on which of these two events has occurred.

After submission, Immigration assesses the application independently. Immigration decides how it reviews the application, whether it requires further documents, clarification or verification, how long its assessment takes and what the final outcome is. These decisions are made by the relevant immigration authority alone.

We do not have the authority to influence, override, accelerate or change an immigration decision, and we have no access to the authority's internal systems or review steps. Every application remains subject to Immigration approval. A complete, well-prepared application and payment of our fee do not create any entitlement to a visa, to a decision within a particular period or to a particular outcome.

Immigration may request further information after submission in order to assess the application against its requirements. A request may ask for clarification of a detail, a replacement for a document, or additional supporting information, and it may be made even where every document originally requested was supplied. Some applications are also subject to additional verification of the information provided, which can extend the assessment period.

Where a request or update reaches us through the applicable process, we will communicate it to you. You agree to respond accurately and promptly through the channel through which the request was made. Providing the requested information allows the assessment to continue; it does not conclude the assessment, and the nature and duration of any verification are determined by Immigration.

The service is offered at two service levels. Regular Service is the standard application-assistance workflow. Express Service gives priority handling to the application-assistance activities we perform, such as document review, correction requests and submission.

Both service levels lead to the same immigration assessment. Choosing Express Service does not shorten or bypass Immigration's assessment, does not entitle the applicant to an earlier immigration decision and does not affect the outcome. Once an application is under assessment, the service level selected gives us no authority over Immigration's review.

This website does not publish fixed processing durations. Any processing period described to you is an estimate of a typical sequence, not a commitment, and it does not start from a guaranteed date. The overall time before a decision becomes available depends on how quickly documents are prepared and corrected, on our handling time and, above all, on Immigration's assessment, which varies between applications.

Delays can arise from incomplete or inconsistent information, from requests for corrections or additional documents, from additional verification and from factors outside anyone's control such as high application volumes. A longer assessment does not indicate the outcome. The Application Processing page explains these causes in detail and forms part of the information on which these terms rely.

Our fees are service fees for application assistance. They are listed on the Visa Fees page in US dollars per applicant for each visa category, entry option and service level, and the fee shown at the time of payment is the fee that applies. Fees for the Employment Pass, Student Pass, Dependent Pass and Official Visit categories relate to entry-visa assistance after the required approvals have been obtained and do not cover obtaining the approvals themselves.

Payment is due when you request the service. Payment confirms that you have engaged us to prepare and submit the application; it does not itself constitute submission to Immigration, and it does not guarantee visa issuance or a decision within any period. Any charges imposed by your bank or card issuer are your responsibility.

You may ask us to cancel a request for assistance at any time before the application has been submitted to Immigration. A cancellation request must be made through the communication channel used for your application and takes effect when we confirm that the application has not been, and will not be, submitted.

Where a cancellation is accepted before Immigration submission, a cancellation charge of US$60 per passport applies. The charge reflects the preparation work carried out on the request. Any remaining balance of the amount paid is refundable, subject to the applicable payment and cancellation conditions.

Payment to us does not mean that an application has been submitted to Immigration. Whether this section or Section 14 applies depends on whether the application has actually been submitted, which we will confirm on request.

Once a Malaysia eVisa application has actually been submitted to Immigration, the application cannot be cancelled through our service. Submission places the application in Immigration's assessment process, which we do not control and from which we cannot withdraw an application on your behalf.

Once the application has been submitted to Immigration, the full amount paid is non-refundable, including applicable application and service fees, subject to applicable law. This applies regardless of the outcome of the assessment, the time the assessment takes, any request for additional documents, or a change in your travel plans after submission.

Whether an application has been submitted is determined by the fact of submission to Immigration, not by the date of payment. If you are unsure whether your application has been submitted, ask us through the channel used for your application before relying on any cancellation.

The outcome of an application is determined by Immigration. A refusal, a decision that takes longer than expected, a request for further documents or any other outcome of the assessment is not a failure of the service and does not give rise to a refund of fees paid for an application that has been submitted.

We will communicate the outcome to you when it reaches us through the applicable process. Whether a further application may be made after a refusal is a matter for the immigration process and the applicant's circumstances; where you ask us to assist with a new application, it is treated as a new request subject to these terms and to the applicable fees.

We communicate with you about your application, including requests for corrections or additional documents and the outcome of the assessment, through the communication channel used for your application. You are responsible for providing contact details that are accurate and that you can access while your application is in progress, and for checking them regularly, as the application does not progress while a request to you is outstanding.

Please keep the communications you receive from us for reference. Information published on this website is general in nature; the communications we send you about your own application take precedence where they are more specific.

Applicants should allow sufficient time for application preparation and for Immigration's assessment before any planned travel. Because processing periods are estimates and the assessment is controlled by Immigration, a decision cannot be promised by any particular date, and choosing Express Service does not change this.

Travel arrangements made before a decision is received are made at your own risk. We recommend that bookings which depend on the visa remain flexible until the outcome is known, and we are not responsible for travel, accommodation or other costs incurred in anticipation of a decision.

The Malaysia Digital Arrival Card is a separate arrival requirement that an eVisa does not replace. Checking whether it applies to you is your responsibility; information about it is published on the MDAC Overview page.

Our obligations under these terms are limited to the application assistance described in Section 2, performed with reasonable care on the basis of the information and documents you provide. We do not warrant that an application will be approved, that a decision will be issued within any period, that Immigration will not request further documents or verification, or that a visa once issued will result in entry, which remains subject to the checks carried out on arrival.

We are not responsible for the acts, omissions, requirements or timing of Immigration or of any other third party, for the consequences of inaccurate or incomplete information supplied by you, or for your reliance on general information published on this website in place of the communications sent to you about your own application. Nothing in these terms excludes rights that applicable law does not allow to be excluded.

To provide the service we collect and use the personal, passport, travel and contact information you supply, together with the supporting documents, for the purpose of preparing and submitting your application and communicating with you about it. Information required for the application is provided to Immigration as part of submission.

A separate Privacy Policy describing how personal information is handled will be published on this website. Until it is published, the information in this section describes the purpose for which your information is used, and no other use is made of it in connection with the service.

We may update these terms from time to time, for example to reflect changes to the services offered, to the fees listed on the Visa Fees page or to the way applications are handled. The version published on this page at the time you request the service applies to that request. Changes do not apply retrospectively to an application already requested, except where they are required by applicable law or are to your benefit.

Questions about these terms, about cancellation before submission, or about the status of a request should be sent through the communication channel used for your application. Dedicated contact details for the service will be published on this website once confirmed.