Refund Policies

PAYMENT, CANCELLATION & REFUND POLICY(TRANSPORTATION SERVICE)

1. The charges paid for the Service are final and non-refundable.

2. Please note that the booking process requires pre-authorization of your credit card. Any cancellation received more than 24 hours before arrival to Malaysia, the pre-authorization will be cancelled and/or released and no charges will be made to your credit card. If student wishes to re-book the service, a new pre-authorization will apply.

3. For a period of less than 24 hours, no cancellation request will be entertained and full service will be charged.

4. For avoidance of doubt, any cancellation less than 24 hours despite any occurrence of events and/or circumstances such as NOT TO LAND (NTL) situation by Department Immigration Malaysia or No Show by the student or any other reasons, full Service Charges will be deducted from your credit card and released to the Transportation Provider. No refund will be given for any failure to register and be present at the International Student Arrival Centre (ISAC) counter and at the pickup point within 3 hours from the estimated time arrival (ETA).

5. Appeal for refund will be considered on case by case basis.

6. All refunds are made at our sole discretion.

PAYMENT, CANCELLATION & REFUND POLICY(TELECOMMUNICATION (SIMPACK) SERVICE)

TERMINATION, CANCELLATION AND REFUND

1. Student may terminate the Contract by Request Cancellation, under the situation where as below:

1.1 Arrival delayed due to Malaysia immigration Department policy changes; and

1.2 Student not able to redeem / collect sim pack at sim pack point of collection.

2. Such cancellation request will be subject upon to EMGS jurisdiction on timeline and approval discretion. Upon approval or decline on of the cancellation request, Student will receive an email notification or alternatively, Student may login and to the Portal to check their status in the portal.

3. In the event when a cancellation request is approved, refund request process will start where after Student will be required to fill in and submit a refund application form to EMGS. Such refund request will be subject upon to EMGS jurisdiction on timeline and approval discretion. Student might may be contacted by EMGS to provide any further documentations and proof during the process. Upon approval or decline on the cancellation request, student will receive email notification or student may login and check status in the Portal.

4. Refund payment will may take up to 45 working days upon refund request approved by EMGS approval and will be subjected to local bank’s procedures processing time.

5. Refund charges (if any) shall be borne by student.

6. For unsuccessful cancellation or refund request, student may submit the cancellation or refund application form again. Alternatively student may contact EMGS at experience@educationmalaysia.gov.my for further assistance.

7. Cancellation and refund will not be allowed in the even when student who failed to update the accurate arrival information when clicking on ‘Confirm Travel’ button in the Experience Education Malaysia (the Portal), in not less than 24 hours prior to arrival; or

8. Collection sim pack after the student pass expiry date; or

9. Student fail to adhere to any government policy/regulations and EMGS requirements.