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Cancellation and Refund Policy

1.0 General Terms

  • This policy applies to the processing of applications and payments made to MyUnizone Sdn Bhd for applications through the system known as ‘MUZE’ for higher education courses of study at Malaysian institutions that are eligible to admit foreign students.
  • The fees subject of this policy are the Application Fee (paid by the candidate), and the Clearing Fee (paid by the institution upon successful placement of a Candidate in a previously indicated course/programme).
  • Refunds are not payable in cases where candidates are not made an offer of a place of study or are unable to secure a place of study. Guidance is available on the MUZE website at www.myunizone.com.my on the criteria for eligibility and should be read before applying but the decision on whether to offer a candidate a place is made by the institution and MUZE has no part in that process.
  • Refunds are not payable in circumstances where there is any delay in the issuance of an offer (by the institution), or where there is any delay in the acceptance of an issued offer (by the Candidate)
  • Refunds are final. Once a refund request has been made and approved, it will not be cancelled. If a Candidate wishes to reapply then a further full application fee will be payable.
  • Your application will be suspended if you fail to supply information requested in a reasonable time, you do not correct or provide additional or if you do not indicate your acceptance or rejection of an Offer within ninety (90) days. Reminders will be sent at least every 30 days. Your place maybe offered to another student after that time and you will not be entitled to any refund.

  • If a Candidate application is cancelled by MUZE for any of the reason set out below you will not be eligible for a refund:

    Incorrect or Misleading or False Information supplied in an Application

      1. We may take any necessary steps to check with you and other parties, including universities, colleges and examination and awarding bodies whether the information you have provided is accurate or complete.
      2. We have the right to cancel your application without refunding your application fee if we determine (having carried out any necessary checks), or have reasonable belief, that your application contains false information.

      3. If you have any reason to believe that information we hold about you is not true, complete or accurate you must tell us. If we believe any information held about you is incorrect we will let you know so that you have an opportunity to respond. Misuse of credit or debit card/Failure to make payment iv. If you pay your application fee using a credit or debit card that you do not have permission to use, we will cancel your application. v. We may also cancel your application if your payment is not honoured, i.e. a bank or credit card provider refuses to pay us.

    Misuse of credit or debit card/Failure to make payment

    1. If you pay your application fee using a credit or debit card that you do not have permission to use, we will cancel your application.
    2. We may also cancel your application if your payment is not honoured, i.e. a bank or credit card provider refuses to pay us.

    2.0 Your right to appeal if we cancel your application

    • If we cancel your application you have the right to appeal. Further information on how to appeal is given at the time of cancellation. All appeals will be considered within a reasonable time by an independent and senior member of staff not involved in the initial decision to cancel. An appeal may be either upheld, in which case your application will be reinstated, or dismissed, in which case your application will remain cancelled. We will let you know the outcome of your appeal as soon as possible.
    • The appeal process relates only to applicants whose application has been cancelled by us. If you are not happy with some other aspect of our service, please follow the separate complaints procedure.

    3.0 Candidate Application Fee Refunds

    • Application Fee means the fee paid to MUZE by the Candidate for the processing of the application.
    • The Application Fee is not refundable once the application status has been changed to “Under Review”.
    • Candidates may only apply for a refund if the application is created by the Candidate directly and paid through the MUZE website.
    • If an application has not cleared the Quality Control stage (application has not progressed to “Requires Correction” or “Institution Review”) within fourteen (14) working days, the Candidate may cancel their application and apply for a full refund.
    • The Candidate is required to submit a refund request by sending an e-mail to [email protected]

    Refunds of other Fees

    Clearing Fee (Institutions only)

      • There may be a Clearing Fee charged to the Institution. A Clearing Fee is a fee payable by the institution for the successful placement of a Candidate with the institution in the event that the Candidate has received no offers of acceptance from their initial application.

    Convenience Fees/Third Party Fees

      • 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.
      • There will be a Convenience Fee applicable for Candidates who apply and pay for an application through the MUZE website.

      • Convenience fees are not refundable in any case.

    Tax

    • Any tax charged and invoiced on any fees (whether Goods and Service Tax or Service Tax) will be refunded if the fee paid is deemed eligible for a refund under this policy.

    4.0 Refund Information based on Payment Type

    4.1 Credit Card

    • Payment by credit card is available to Candidates who apply via the MUZE website (http://www.myunizone.com.my)
    • The refund request needs to be submitted via the e-mail address used to create the Candidate’s application in the MUZE website.
    • Any refunds made will be credited directly to the credit card used to pay for the application.
    • MUZE will not credit the refund to another credit card.
    • The refund will be made via the third-party payment gateway provider as MUZE does not store any information of credit cards.
    • Any fees charged for the processing of the credit card payment by the third party payment gateway provider will not be refunded

    4.2 Telegraphic transfer (TT)

    • The telegraphic transfer feature is available to Candidates who apply via the MUZE website.
    • The currency used will be United States Dollars (USD).
    • The refund request needs to be submitted via the e-mail address used to create the Candidate’s application in the MUZE website.
    • Candidates are required to request for a refund by sending an e-mail to [email protected].
    • MUZE will only credit the refund back to a bank account in the name of the Candidate who is making the application.
    • The amount refunded will be in USD.
    • The Convenience Fee is non-refundable.

    5.0 Other Information

    • This policy is subject to change and you must check the latest version which is available within the FAQs section of the MUZE website
    • Please note that MUZE will not refund fees in the event that there is any suspicion of fraud, illegal or suspicious activities with regard to the Candidate application.