Policies

1.0 General Terms

Refunds are final and at full discretion of EMGS. Once a refund request has been made and approved, it will not be canceled. If the student or institution wishes to reapply then a further full processing fee will be payable.

1.1 Students

1. Students may only apply for a refund if the application is created by the student directly and paid through the Education Malaysia website.

2. Students are not allowed to apply for a refund if the application was created by the institution.

3. If the application is yet to be approved; or has been rejected by the institution through the EMGS system, the student can apply for a full refund. All refund requests yet to be approved or rejected by the institution must be submitted within 90 days from the time the application is created and paid. No refund request will be accepted after 90 days.

4. If the application has been approved, please refer to table 1.0 items No.2,3,4,5 & 6 for the list of refunds applicable.

5. The student is required to submit a refund request via the online form that is available in the Education Malaysia website. Students must log in to their account with their registered credentials to view the online refund form.

1.2 Institutions

1. Institutions may only apply for a refund if the application is created by the institution through the EMGS portal.

2. Institutions are not allowed to apply for a refund if the application is created by the student.

3. Effective 15th of October 2018, institutions are required to fill up an Online Refund Form and upload the supporting documents under ‘My Account’ in order to apply for a refund. No hardcopy of refund forms and documentation will be accepted. Any refunds received before that date will be processed as received.

4. In some cases it may be necessary for EMGS to request for additional documents from the institutions to process refunds. In these cases the institution is required to provide EMGS with the additional documents within 60 days of the date that the status of the refund application is changed to ‘pending’. The refund request will be automatically closed if the institution does not provide EMGS with the additional documents within 60 days. The institution will be required to create a new refund request if they wish to continue to seek for a refund.

2.0 Categories of Refund

Refunds are not payable in circumstances where there is any delay in the issuance of the eVAL & Student Pass.

2.1 Fees

2.1.1 Processing Fee and eVAL Processing Fee

1. Processing Fee means the fee paid to EMGS for the processing of the application excluding any fees paid for Medical Screening, Immigration, Insurance, iKad and couriers.

2. eVAL Processing Fee means the fee paid to EMGS for the issuance of the eVAL.

3. The Processing Fee paid for the first year and eVAL Processing Fee are not refundable once the application is invoiced. This applies to all types of applications. Institutions or students may apply for a refund for the Processing Fee paid for subsequent years if the duration of the eVAL and/or the student pass approved is less than the duration of pass applied for.

For example - When the institution or student applies for a 2-year or 3-year pass duration but the eVAL and/or the student pass that was approved is less than the duration applied for. The refund request must be submitted within 90 days once the application is no longer being processed in STARS. No refund request will be accepted after 90 days.

All refund requests for Processing Fees relating to a request to amend a type of application must be within 90 days once the application is no longer being processed in STARS. No refund request will be accepted after 90 days.

4. If the institution has submitted an application and decided to pay for the application prior to receiving the funds from the applicant, the Processing Fee or eVAL Processing Fee are not refundable if the applicant cancels their application or is unable to enter Malaysia for any reason.

5. The Processing Fee and eVAL Processing Fee are only refundable if the student applies through the Education Malaysia website directly and the institution has yet to approve or reject the student's application. Refer 1.0 General Terms > Students > Item No.3 for further information.

6. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.2 Medical Screening Fee

1. The Medical Screening Fee is the medical fee paid to EMGS for the screening which the student is required to attend upon arrival to Malaysia at an EMGS approved panel clinic.

2. The Medical Screening Fee is only refundable if the eVAL has been canceled and the student is yet to attend the medical screening.

3. If the refund application is made after the expiry of the eVAL, an administrative charge of RM50 will be deducted for the processing and verification of the refund.

4. No refund request for Medical Screening Fee will be accepted 90 days after the expiry date of the eVAL.

5. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.3 Insurance Premium Fee

1. The Insurance Premium Fee is the fee paid to EMGS to purchase an insurance coverage for the student.

2. The Insurance Premium Fee is refundable if the Student Pass or eVAL have been canceled and there were no claims made under the Insurance Policy.

3. In the event that the student qualifies for a refund, the Insurance Premium Fee will be pro-rated in accordance with the Insurer's policy.

4. If the refund application is made after the eVAL has expired, an administrative charge of RM100 will be deducted for the processing and verification of the refund.

5. No refund request will be accepted 90 days after the expiry date of the eVAL.

6. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.4 iKad Fee

1. The iKad Fee is the fee paid to EMGS for the issuance of an identification card for the student.

2. The iKad fee is only refundable if the student does not receive the student pass endorsement on their passport.

3. If the refund application is made after the expiry of the eVAL, an administrative charge of RM10 will be deducted for the processing and verification of the refund.

4. No refund request will be accepted 90 days after the expiry date of the eVAL.

5. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.5 Courier Fee

1. Means the fee paid to EMGS for the courier service to send the Supporting Letter, Medical Card, iKad or any other supporting documents back to the institution.

2. The Courier fee is only refundable if the institution does not utilize the courier fees to deliver EMGS relevant documents to the institution.

3. If the refund application is made after the expiry of the eVAL, an administrative charge of RM2 will be deducted for the processing and verification of the refund.

4. No refund request will be accepted 90 days after the expiry date of the eVAL.

5. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.6 Immigration Fees

1. The terms ‘Immigration fees’ includes the following items:

• Student Pass fee
• Dependant Pass fee
• Multiple Entry Visa fee
• Single Entry Visa fee
• Journey Performed fee
• Special Pass fee

2. Immigration fees are only refundable if the student/dependant pass was not issued to the applicant or in some case, rejected by the Immigration Department of Malaysia.

3. The Immigration fees are also refundable if the application is rejected by the Immigration Department of Malaysia.

4. No refund request will be accepted 90 days after the expiry date of the eVAL.

5. Please refer to table 1.0 below, items 1,2,3,4,5 & 6 for further information.

2.1.7 Other application fees

1. There may be a Convenience Fee chargeable. A Convenience Fee is a fee payable for the convenience of credit card or telegraphic transfers payment and includes the fee payable to the payment gateway provider during a credit card payment or for additional bank charges involved during bank transfer activities.

2. There will be a Convenience Fee applicable for students who applies and pays for an application through the Education Malaysia Global Services website.

3. Convenience fees are not refundable in any case.

4. For all other type of applications aside from student pass applications, please refer to table 2.0 for further information.

2.1.8 Tax

1. Any service tax charged and invoiced for applicable fees will not be refunded.

Other Information

1. If an application is Closed due to non-submission of additional documents within the stipulated time frame or if the institute (Institution) has requested EMGS to close the application, a refund request must be made within 6 months from the date the application was closed in EMGS System.

2. If an application has reached the passport endorsement stage and EMGS has changed the application status to ‘Request institute to submit student/dependant passport to EMGS’ or ‘Request institute to provide additional details’, a refund request must be made within 90 days from the date EMGS first requested either documentation below:

• The passport for student/dependant pass endorsement.

• Additional documents to prepare the supporting letter for self-endorsement.

3. Referring to item 2, please note that no refund request will be accepted after 3 months of the first notification sent to the institution.

4. All refund requests for applications that are updated in the following scenarios must be submitted within 90 days from the time EMGS first notified the Institution or Student via STARS of the status below. No refund request will be accepted after 90 days.

• Medical Failed
• Medical Appeal Failed
• eVal Rejected
• eVAL Appeal Rejected
• Application Not Supported
• Appeal Rejected

5. All refund requests for fees that are not utilized in the application (e.g. Medical screening fee not utilized, excess of insurance fee not utilized) must be submitted within 90 days from the time the application is no longer being processed in STARS. No refund request will be accepted after 90 days.

6. The terms and conditions stated in this refund policy apply to the date that the refund request was created.

7. In the event that the eVAL for the first year is extended by the Department of Immigration at their discretion, then the conditions that are referred to in this EMGS Refund Policy regarding the expiry date of the eVAL shall be taken as a reference to the expiry date of very first eVAL issued for the respective application and not the expiry of any subsequent extensions.

8. This policy is subject to change and you must check the latest version which is available within STARS and in the FAQs section of the EMGS website.

9. Please note that EMGS will not refund fees in the event that there is any suspicion of fraud, illegal or suspicious activities with regard to the student/dependant application.

3.0 Refund Information based on Payment Type

3.1 Credit Card

1. The credit card feature is currently available to students who apply for a Student Pass via the Education Malaysia Global Services website (https://educationmalaysia.gov.my/).

2. The refund request needs to be submitted via the e-mail address used to create the student’s application in the Education Malaysia Global Services website.

3. Any refund request created for payments made by credit card will be refunded using a Telegraphic Transfer or a local Malaysian Bank Transfer in the event the student is in Malaysia.

4. The refund will be made via the third party payment gateway provider as EMGS does not store any information of credit cards.

3.2 Telegraphic transfer (TT)

1. The telegraphic transfer feature is currently available to students who apply for a Student Pass via the Education Malaysia Global Services website.

2. The currency used will be in MYR (Malaysian Ringgit).

3. The refund request needs to be submitted via the e-mail address used to create the student’s application in the Education Malaysia Global Services website.

4. EMGS will only credit the refund back to a bank account in the name of the student who is making the Student Pass application.

5. The amount refunded will be in USD or in the respective currency of the country where the funds will be transferred.

3.3 Other payment methods

1. All other payment methods such as cash, cheque, bank transfer, JomPAY, local order and postpaid are only available for institutions. Institutions are responsible to make payment to EMGS within 30 days for any applications that are processed using postpaid and local order. EMGS reserves the right to suspend any Institutions from accessing the STARS system if the payment has not been made within the stipulated time frame.

2. The refund request needs to be submitted by the institution using the online refund form available in STARS.

3. Refunds will be credited to the institution’s bank account details.

4. The institution is obliged to ensure that they have furnished EMGS with the updated bank account details through the e-Payment form.

5. Any additional charges imposed by banks for the processing of refund will be borne by the account holder.

Table 1.0

No	Type Of Application	Stage Of Application	Description	Fees that may be refunded (Conditions Apply)
1	Application created by the student	Before application is approved by the institution	May be applied at any time before the application is approved by the institution	Processing Immigration eVAL Processing Insurance Premium Medical Screening iKad Courier Service Tax
2	Application created by the student and the institution	Before Issuance of eVAL and after the approval of application by the institution	May be applied at any time before the eVAL is issued.	Processing Immigration Insurance Premium Medical Screening iKad Courier
3	Application created by the student and the institution	After the issuance of eVAL and before the student has entered the country	The refund application must be received within 90 days from the expiry of eVAL. Administrative fees are payable for refund applications made after eVAL expiry	Processing Immigration Insurance Premium Medical Screening iKad Courier
4	Application created by the student and the institution	After the issuance of eVAL and after the student has entered the country and before the issuance of Student Pass	The institution or student will only be eligible for a refund if the requested fees are not utilised. This will also be confirmed through a written proof or confirmation from the Department of Immigration mentioning that the student's eVAL/Pass has been canceled/shortened or if the institution submits an Exit Stamp/Checkout Memo depending on the circumstances involved. The refund application must be received within 3 months from the date EMGS first requested the passport for the purpose of endorsing the student pass OR from the date EMGS requested additional documents to prepare the supporting letter for self-endorsement.	Processing Immigration Insurance Premium Medical Screening iKad Courier
5	Application created by the student and the institution	After issuance of Student Pass Sticker	The institution or student will only be eligible for a refund if the requested fees are not utilised. This will also be confirmed through a written proof or confirmation from the Department of Immigration mentioning that the student's eVAL/Pass have been canceled/shortened or if the institution submits an Exit Stamp/Checkout Memo depending on the circumstances involved. Depending on the situation, the institution is required to make the necessary police report if the applicant is found to be engaged in illict activities that prompted the institution to refund and cancel the application The refund will also be made once EMGS receives confirmation that the Student Pass has been canceled. The refund request needs to be submitted within 90 days once the application is no longer being processed in STARS. No refund request will be accepted after 90 days.	Processing Immigration Insurance Premium Medical Screening Courier
6	Application created by the student and the institution	Application Closed due to Non-submission of additional documents within specified timeframe or upon request by institution	Institution or student must submit the refund application within 180 days from the date the application is closed in STARS.	Processing Insurance Premium Medical Screening iKad Courier Immigration

The Processing Fee mentioned in the above table from point 2 to 6 refers to the subsequent years Processing Fee (year 2 and 3) for applications that are applied for more than 1 year student pass. No refund is payable for the processing fee for the first year.

Table 2.0

No	Type Of Application	Description	Fees that may be refunded
1	Dependant Pass	May be applied if the dependant pass application has been rejected or the institution withdraws the dependant pass application before the dependant pass is endorsed.	Immigration
2	Special Pass	May be applied if the special pass has been rejected or the institution withdraws the special pass application before the special pass is endorsed	Immigration
3	Supporting Letter Replacement	May be applied if the supporting letter replacement was not issued to the institution due to unavoidable circumstances	Supporting Letter Replacement
4	iKad Renewal Application	May be applied if the iKad renewal application has been rejected or the institution withdraws the iKad renewal application before the iKad is renewed	iKad
5	iKad Replacement Application	May be applied if the iKad replacement application is rejected or if the institution did not receive the new iKad from EMGS	iKad Replacement
6	Shorten/transfer Student Pass	May be applied only for the case of 'transfer Student Pass' if the request has been rejected or the institution withdraws from the 'transfer pass' application before the transfer pass is made.	Immigration
7	Insurance Top Up	May be applied if the insurance top up application is rejected or if the student has two overlapping insurance policies.	Insurance
8	Medical Card Replacement Application	May be applied if the medical card replacement application is rejected or if the institution did not receive the medical card from EMGS.	Medical Card Replacement

4.0 Cancellation Policy

The cancellation policy indicates the cancellation procedures imposed by Education Malaysia Global Services on applications created by students.

The table below outlines the cancellation that will take place if EMGS did not receive the payment within a stipulated time frame.

Table 3.0

EMGS WEBSITE

No	Stage or Status of application	Application Type involved	Auto canceled/closed by EMGS
1	Pending	New student application (IM14)	Credit Card - Within 24 hours if no payment is received from the application created date. Telegraphic Transfer - After 30 days if no payment is received from the application created date.
2	Pending Payment	New student application (IM14)	Credit Card - Within 24 hours if no payment is received from the application created date. Telegraphic Transfer - After 30 days if no payment is received from the application created date.