Refunds Policy
Transparent refund guidelines for Malaysia Digital Arrival Card services. Understanding when refunds are available and how to request them.
Last Updated: January 2025
Our Refund Policy Overview
At DigitalArrivalCard.com.my, we are committed to providing excellent service and customer satisfaction for all Malaysia Digital Arrival Card (MDAC) applications. We understand that circumstances may arise where you need to request a refund. This Refunds Policy explains the conditions under which refunds may be granted, the refund request process, and the timeframes for processing refunds. We encourage you to read this policy carefully before submitting your MDAC application and payment.
Our refund policy is designed to be fair and transparent while accounting for the nature of digital immigration services and the costs involved in processing applications. Once an MDAC application has been submitted to Malaysian immigration authorities, certain costs cannot be recovered. This policy balances customer rights with the operational realities of providing immigration documentation services.
When You Are Eligible for a Refund
1. Duplicate Payment or Payment Errors
If you accidentally made duplicate payments for the same MDAC application, or if you were charged incorrectly due to a technical error on our payment system, you are eligible for a full refund of the duplicate or erroneous charge. This includes situations where your payment was processed multiple times due to clicking the submit button repeatedly, browser issues, or payment gateway malfunctions.
To claim this refund:
- • Provide transaction reference numbers for all duplicate charges
- • Submit your refund request within 7 days of the duplicate payment
- • Include your bank statement showing multiple charges
- • Processing time: 5-10 business days after verification
2. Service Error or System Technical Failure
If your MDAC application cannot be processed due to a technical failure on our platform or an error in our service that was beyond your control and not related to incorrect information you provided, you may be eligible for a full or partial refund. This includes server crashes, system downtime during critical submission periods, or database errors that prevent application processing.
Examples of qualifying technical failures:
- • System crash preventing application submission after payment
- • Our platform error causing incorrect data transmission to immigration authorities
- • Technical glitch resulting in loss of application data
- • Service outage preventing confirmation email delivery
3. Application Not Submitted to Immigration Authorities
If you paid for our MDAC service but your application was never actually submitted to the Malaysian Immigration Department due to circumstances within our control (not due to incomplete information or payment issues on your end), you are eligible for a full refund. You must notify us of this issue before your intended travel date for the refund request to be considered.
Required documentation:
- • Payment confirmation receipt
- • Proof that application was marked as complete on your end
- • Communication showing we did not provide confirmation of submission
- • Refund request must be made at least 48 hours before travel date
4. Service Cancellation Before Processing
If you wish to cancel your MDAC application before we have begun processing it and before it has been submitted to Malaysian immigration authorities, you may request a refund minus a non-refundable processing fee. The cancellation must be requested within 2 hours of payment, and the application must not have been marked as "processing" or "submitted" in our system.
Refund calculation for early cancellation:
- • Within 2 hours of payment: Refund of service fee minus $10 admin fee
- • After 2 hours but before submission: 50% refund of service fee
- • After submission to immigration: No refund available
5. Significant Service Delay Caused by Our Platform
While MDAC applications are typically processed within 24-48 hours, if there is an unreasonable delay in processing your application that was caused by issues on our platform (not due to incomplete information, payment verification, or immigration authority delays), and this delay affects your travel plans, you may request a partial refund or service credit for future use.
Delays exceeding 5 business days from submission (excluding weekends and Malaysian public holidays) may qualify for compensation if the delay was demonstrably caused by our service, not by immigration authorities or information verification issues.
When Refunds Are NOT Available
It's important to understand that there are specific circumstances under which refunds cannot be granted. These situations typically involve scenarios where the service has been rendered, where the issue is outside of our control, or where the terms of service have been violated. Please review these non-refundable scenarios carefully:
1. Application Already Submitted to Immigration Authorities
Once your MDAC application has been successfully submitted to the Malaysian Immigration Department, refunds are no longer available. At this point, the service has been rendered, processing costs have been incurred, and your application is in the government system. This applies regardless of whether you later decide not to travel to Malaysia or whether your application is approved or denied by immigration authorities.
2. Change of Travel Plans or Cancellation of Trip
If you cancel your travel plans, change your destination, or decide not to visit Malaysia after paying for and submitting your MDAC application, you are not eligible for a refund. Our service fee covers the processing and submission of your application to Malaysian authorities, which occurs regardless of whether you ultimately use it. This includes situations where flights are cancelled, personal emergencies arise, or visa applications are denied.
3. Incorrect or Incomplete Information Provided by Applicant
If your MDAC application contains errors, inaccurate information, or missing details that you provided during the application process, and this results in delays, additional processing requirements, or rejection by immigration authorities, you are not eligible for a refund. It is your responsibility to ensure all information submitted is accurate, complete, and matches your travel documents exactly. This includes typos in your name, incorrect passport numbers, wrong travel dates, or invalid accommodation addresses.
4. Denial by Malaysian Immigration Department
If the Malaysian Immigration Department denies your MDAC application for any reason (security concerns, previous immigration violations, incomplete documentation, suspicion of fraudulent intent, etc.), you are not eligible for a refund. Our service provides application submission and processing assistance, but we cannot guarantee approval from government authorities. The final decision on all MDAC applications rests solely with the Malaysian Immigration Department, and their decisions are beyond our control.
5. Third-Party Service Fees and Government Charges
While our service fee is the primary charge you pay, please note that any third-party fees such as payment processing fees charged by credit card companies or payment gateways are non-refundable. Additionally, if Malaysian government authorities implement any official MDAC processing fees in the future, those would also be non-refundable as they are remitted directly to the government.
6. Delayed Entry or Extended Stay Beyond MDAC Validity
MDAC approvals are typically valid for specific time periods. If you fail to enter Malaysia during the MDAC validity period, or if you delay your travel and need to submit a new application, the original service fee is non-refundable. Similarly, if you overstay your permitted duration in Malaysia and face penalties, our service fee cannot be refunded.
7. Violation of Terms and Conditions
If you violate our Terms and Conditions, engage in fraudulent activity, provide false information, attempt to misuse our services, or engage in any prohibited activities, you forfeit any right to a refund. This includes submitting applications on behalf of others without proper authorization, using stolen payment methods, or attempting to circumvent immigration regulations.
8. Requests Made After Travel Date or Entry to Malaysia
Refund requests must be made before your stated travel date to Malaysia. Once you have entered Malaysia using your approved MDAC, or after your intended arrival date has passed, refund requests will not be considered as the service has been fulfilled. This policy exists because the purpose of the MDAC service is to facilitate your entry into Malaysia, and once that entry opportunity has occurred or expired, the service has served its intended purpose.
Important Notice:
We strongly encourage you to carefully review all information before submitting your application and payment. Double-check your passport details, travel dates, accommodation address, and contact information to avoid issues that could result in non-refundable situations. If you are unsure about any aspect of the application, please contact our support team before making payment.
How to Request a Refund
If you believe you qualify for a refund based on the eligible circumstances outlined above, please follow this step-by-step process to submit your refund request. Providing complete and accurate information will help us process your request more quickly.
1Contact Our Support Team
Send an email to our refunds department at refunds@digitalarrivalcard.com.my with the subject line "Refund Request - [Your Application Reference Number]". All refund requests must be submitted in writing via email to ensure proper documentation and tracking.
2Provide Required Information
Include the following information in your refund request:
- • Full name as shown on your application
- • Application reference number or transaction ID
- • Date of payment and amount paid
- • Passport number used in the application
- • Detailed explanation of why you are requesting a refund
- • Supporting documentation (payment receipt, screenshots, bank statements, etc.)
- • Your preferred refund method (original payment method, bank transfer, etc.)
3Wait for Review and Response
Our refunds team will review your request within 3-5 business days. We will contact you via email to request any additional information if needed, or to inform you of our decision. All refund decisions are made on a case-by-case basis according to this policy and the specific circumstances of your situation.
4Receive Your Refund
If your refund is approved, we will process it within 7-14 business days to your original payment method. Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account. You will receive a confirmation email once the refund has been processed from our end.
Refund Processing Timeline
Understanding the refund timeline helps set appropriate expectations. The total time from refund request to funds appearing in your account depends on several factors:
Review Phase
3-5 business days: Our team reviews your refund request and supporting documentation
During busy periods or complex cases, review may take slightly longer
Processing Phase
7-14 business days: Approved refunds are processed back to your original payment method
Processing time begins after approval is confirmed
Bank Processing
5-10 business days: Your bank or credit card company processes the refund to your account
This timeline is controlled by your financial institution
Total Timeline
15-29 business days: Complete end-to-end timeline from request submission to funds in account
Approximately 3-6 weeks depending on all factors
Expedited Processing:
For urgent situations or cases involving significant errors on our part, we may offer expedited refund processing. Contact our support team to discuss expedited options if your situation qualifies.
Questions About Refunds?
If you have questions about our refund policy or need clarification about whether your situation qualifies for a refund, please don't hesitate to contact our customer support team. We're here to help you understand your options and ensure fair treatment according to our policy guidelines.
Refunds Department Contact:
Email: refunds@digitalarrivalcard.com.my
General Support: support@digitalarrivalcard.com.my
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Malaysia Time, GMT+8)
Response Time: We aim to respond to all refund inquiries within 24-48 hours during business days
When contacting us about refunds, please include your application reference number and payment transaction ID to help us locate your records quickly. The more information you provide, the faster we can assist you with your refund inquiry.
Policy Updates and Amendments
We reserve the right to modify this Refunds Policy at any time to reflect changes in our services, legal requirements, or business operations. Any changes to this policy will be posted on this page with an updated "Last Updated" date. Material changes that significantly affect customer rights will be communicated via email to customers who have active applications or who have used our services within the past 12 months.
Your continued use of our services after any policy updates constitutes acceptance of the revised Refunds Policy. Refund requests submitted before a policy change will be evaluated under the policy that was in effect at the time of your original payment and service agreement. This ensures fairness and protects your rights based on the terms you agreed to when purchasing our services.