Refund Policy

1. Overview

At Arrivals Malaysia, we strive to provide excellent service. This Refund Policy explains when refunds are available and how to request them.

Service Fee: USD $19.00 per application

2. Refund Eligibility

2.1 Full Refund (100%)

You are eligible for a full refund if:

• Cancellation before processing: You request cancellation within 1 hour of payment and before we begin processing
• Technical errors: Our system fails to accept or process your application due to our technical issues
• Duplicate payment: You accidentally make duplicate payments for the same application
• Service not provided: We fail to submit your application to Malaysian authorities

2.2 No Refund

Refunds are NOT available if:

• Application processed: Your MDAC has been issued and delivered
• User error: You provided incorrect, incomplete, or false information
• Immigration denial: Malaysian authorities deny your MDAC (we process applications but do not guarantee approval)
• Travel plan changes: You change your mind, cancel your trip, or no longer need the MDAC
• Entry refusal: You are refused entry at the Malaysian border (MDAC does not guarantee entry)
• Lost documents: You lose or delete the MDAC we sent you (we can resend at no additional charge)
• After 7 days: More than 7 days have passed since payment

3. How to Request a Refund

To request a refund, please follow these steps:

1. Email us at support@arrivalsmalaysia.com
2. Include your:
   • Order ID / Reference number
   • Payment confirmation
   • Reason for refund request
   • Supporting documentation (if applicable)
3. Wait for our review (typically 1-3 business days)
4. If approved, refund will be processed to your original payment method

4. Refund Processing Time

• Review: 1-3 business days
• Credit Card (Stripe): 5-10 business days after approval
• WeChat Pay: 1-3 business days after approval

Note: Processing times depend on your bank or payment provider.

5. Special Circumstances

5.1 Emergency Situations

In case of emergencies (medical, family), we may offer partial refunds on a case-by-case basis. Please contact us with documentation.

5.2 System Downtime

If Malaysian government systems experience extended downtime preventing processing, we will offer full refunds or allow you to wait for systems to restore.

5.3 Force Majeure

In case of natural disasters, pandemics, or other unforeseeable events, refund policies may be adjusted. We will communicate any changes promptly.

6. Chargebacks

Important: Please contact us before initiating a chargeback. Chargebacks should only be used for:

• Fraudulent charges you did not authorize
• Failure to receive service after multiple contact attempts

Unjustified chargebacks may result in:

• Account suspension
• Inability to use our services in the future
• Legal action to recover costs

7. Modifications and Corrections

If you need to modify your application before it's processed:

• Free corrections: Within 1 hour of submission
• Contact support: Email us immediately with corrected information
• After processing: A new application and fee may be required

8. Lost or Deleted MDAC

If you lose or accidentally delete your MDAC email:

• Contact us with your order ID
• We will resend your MDAC at no additional charge
• No refund will be provided (service was already delivered)

9. Price Changes

If we change our prices after you pay but before processing:

• You will be charged the price you paid
• No refunds for price decreases
• No additional charges for price increases

10. Contact Us

For refund requests or questions about this policy:

• Email: support@arrivalsmalaysia.com
• Subject line: "Refund Request - [Your Order ID]"
• Response time: Within 24 hours
• Available: 24/7

11. Dispute Resolution

If you disagree with our refund decision:

1. Request escalation to a supervisor
2. Provide additional documentation if available
3. Allow 3-5 business days for final review

12. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Continued use of our service constitutes acceptance of the updated policy.