1. Overview

At Jusoor Group sdn bhd, we are committed to delivering professional, high-quality consultancy services. Because our work involves significant time, expertise, and resources from the moment a client engagement begins, our refund policy distinguishes between stages of service delivery.

Our service fees cover professional consultancy work — not outcomes. We cannot guarantee admission, visa approval, or scholarship awards, as these decisions rest entirely with universities and immigration authorities. Fees paid for completed work are non-refundable.

We encourage all prospective clients to ask questions before signing an agreement or making any payment. Our team is happy to clarify the scope and terms of any service.

2. Non-Refundable Fees

The following fees are non-refundable under all circumstances:

• Initial consultation / registration fee — this covers your first session and profile assessment, regardless of whether you proceed with further services
• SOP and essay writing fees — once a draft has been delivered, the fee is non-refundable
• University application fees — fees paid to universities on your behalf are non-refundable
• EMGS student pass processing fees — once submitted to EMGS or Malaysian immigration, these cannot be recovered
• Airport pickup fees — once the pickup service has been arranged or delivered
• Any fee for work already completed by Jusoor prior to a cancellation request

3. Partial Refund Eligibility

A partial refund may be considered in the following circumstances:

Cancellation before service commencement — if you cancel in writing before Jusoor has commenced any substantive work on your file, you may be eligible for a refund of the service fee paid, minus the non-refundable registration fee and any administrative charges incurred.

Incomplete service packages — if you have purchased a package and certain services within it have not yet been initiated, a pro-rata refund for those undelivered services may be issued at Jusoor's discretion.

Exceptional circumstances — in cases of serious illness, bereavement, or other documented exceptional circumstances that prevent a client from proceeding, Jusoor will review requests case by case with compassion and fairness. Supporting documentation will be required.

Partial refunds are issued at Jusoor's sole discretion. Submitting a request does not guarantee approval.

4. Refund Summary

• Cancellation before any work begins — partial refund possible
• Cancellation after SOP or essay draft delivered — no refund
• Cancellation after university application submitted — no refund
• University admission rejected — no refund
• Student visa (EMGS) rejected — no refund
• Client withdraws due to documented medical emergency — reviewed case by case
• Jusoor fails to deliver agreed service — full or partial refund
• Duplicate payment made in error — full refund
• Initial consultation fee — non-refundable
• Third-party fees (EMGS, university, accommodation) — non-refundable

5. Visa and University Rejection

Jusoor provides professional guidance to maximise the strength of your application. However, admission and visa decisions are made exclusively by universities and the relevant immigration authorities. A rejection does not entitle the client to a refund of Jusoor's service fees. By engaging our services, you acknowledge and accept this condition.

In the event of a visa rejection, Jusoor will, where possible, advise on appeal options or alternative pathways at no additional consultancy charge, as a gesture of goodwill.

6. Cancellation by the Client

You may cancel your service agreement at any time by submitting a written cancellation request to Jusoor via email. Verbal cancellations are not accepted. Fees for work already completed are non-refundable. Unused portions of package fees may be considered for partial credit at Jusoor's discretion.

7. Cancellation by Jusoor

If Jusoor cancels your agreement due to our own inability to deliver the agreed services, you will be entitled to a full refund of fees paid for undelivered services. If Jusoor terminates the agreement due to the client's breach of terms, no refund will be issued and any outstanding fees remain payable.

8. Third-Party Fees

Fees paid to universities, EMGS, medical examination providers, or accommodation providers are governed by those parties' own refund policies. Jusoor has no authority to refund fees disbursed to third parties on your behalf.

9. How to Request a Refund

1. Email info@jusoor.com with the subject line: "Refund Request — [Your Full Name]"
2. Include your full name, the service(s) you are requesting a refund for, the date of payment, and your reason
3. Attach any supporting documents where applicable
4. Our team will acknowledge your request within 3 business days and complete the review within 14 business days
5. If approved, refunds are processed to the original payment method within 7–14 business days

10. Processing Time

Bank transfer refunds and credit/debit card refunds are processed within 7–14 business days of approval. Jusoor is not responsible for exchange rate fluctuations or bank charges incurred during the refund process.

11. Contact Us

For any refund questions, please contact us before submitting a formal request — we are happy to discuss your situation.