Fees, Refund & Cancellation Policy

The purpose of this policy is to ensure transparency, consistency, and fairness in all client engagements while protecting the business interests and reputation of the Company.

1. Purpose

This policy outlines the refund conditions, cancellation procedures, and dispute resolution process applicable to all Clients of Bizoso Consulta Malaysia (“the Company”).

2. General Fee Terms

1. All fees and service charges are communicated to the Client in writing before the start of any service.

2. All payments must be made through official Company accounts only.

3. Government, embassy, and third-party fees are separate from the Company’s service charges and are the sole responsibility of the Client.

4. Services will commence only after receipt of the agreed payment.

3. Refund Policy

3.1 Non-Refundable Circumstances

The Client shall not be entitled to any refund in the following situations:

1. Once consultancy, document preparation, or advisory services have started.

2. If the Client has purchased discounted services, promotional packages, or bundled offers.

3. If the visa is refused, rejected, or delayed by any embassy or immigration authority.

4. If the Client withdraws or discontinues their case voluntarily after engagement.

5. If the Client has submitted fraudulent, forged, or misleading documents.

6. If the Client has provided false or incomplete information affecting the outcome.

7. If the Client fails to cooperate, delays documentation, or breaches the engagement terms.

3.2 Conditional Refunds

1. The Company may, at its sole discretion, approve a refund of up to thirty-five percent (35%) of the total service fee as a goodwill settlement, subject to written approval from the Country Head.

2. Refunds will only be considered where:

   • No submission has been made to an embassy or third-party authority; and

   • The service has not been fully rendered.

3. Once approved, refunds will be processed within forty-five (45) working days after completion and clearance of the Table Talk process (defined below).

4. Refunds are paid only through the original payment channel and to the same payer.

3.3 Full and Final Settlement

Acceptance of any refund constitutes full and final settlement of all claims against Bizoso Consulta Malaysia and releases the Company, its officers, and affiliates from any further liability related to the service.

4. Dispute Resolution Process

4.1 Internal Resolution (“Table Talk”)

1. In case of any disagreement, the Client must first submit a written complaint or dispute to the Company’s official email or office address.

2. The Company will acknowledge receipt within five (5) working days.

3. A Table Talk meeting will be arranged within thirty (30) working days to discuss and attempt a fair, amicable solution.

4. Both parties agree to act in good faith and to refrain from initiating external legal or public actions during this process.

4.2 Outcome of Table Talk

1. If the dispute is resolved, the agreed outcome (including any refund) will be documented and signed by both parties.

2. If the Company determines that the issue cannot be resolved through Table Talk, it shall issue a written final decision to the Client.

4.3 Escalation to Legal Proceedings

1. Only after completion of the internal Table Talk process and receipt of the Company’s final written notice may either party pursue legal action.

2. Any unresolved disputes shall be submitted exclusively to the courts of Malaysia.

3. Both parties agree that the Company’s internal records, signed policies, emails, and communications shall serve as primary documentary evidence in any legal proceedings.

5. Limitation of Liability

1. The Company’s total liability, whether contractual or otherwise, shall not exceed the total amount of service fees paid by the Client for the disputed service.

2. The Company shall not be held responsible for indirect, consequential, reputational, or immigration authority–related losses.

6. Professional Conduct During Dispute

1. The Client agrees to maintain professional and respectful communication with the Company during the dispute process.

2. Both parties shall avoid making public or online statements regarding the dispute until the process is concluded.

3. The Company reserves the right to pursue lawful action if demonstrably false or malicious statements are made with intent to harm its reputation, subject to Malaysian defamation and communications laws.

7. Governing Law and Jurisdiction

This policy and all associated agreements are governed by the laws of Malaysia.
The courts of Malaysia shall have exclusive jurisdiction over any dispute or claim arising from or related to this policy.

8. Acknowledgment

By engaging Bizoso Consulta Malaysia and making payment for any service, the Client acknowledges that they have read, understood, and agreed to be bound by this Refund Policy & Dispute Resolution Policy