Return & Refund Policy

1. Fees paid to EdgeBox

Our counselling, shortlisting, application and scholarship services are provided to students and families at no charge. Because you never pay EdgeBox Education Advisory Sdn. Bhd. anything, there are no EdgeBox fees to return or refund. If any person invoices you in our name, do not pay — report it to [email protected] immediately.

2. Deposits and fees paid to institutions

During enrolment you may pay money directly to a university or college: application fees, seat or tuition deposits, hostel deposits, EMGS or visa-related charges. Those payments are governed by the receiving institution's own refund policy, not by EdgeBox. Refund treatment typically falls into three groups:

• Application and processing fees — almost always non-refundable once an application has been assessed.
• Tuition and seat deposits — usually refundable in full or in part if you withdraw before a published cut-off date, or if the institution cancels the programme or refuses you a student pass.
• Hostel deposits — normally refundable at the end of stay, less deductions, under the accommodation contract.

3. How we help with institutional refunds

Although the refund decision belongs to the institution, your EdgeBox counsellor will: confirm the applicable refund deadlines in writing before you pay any deposit; prepare and submit withdrawal or refund requests on your behalf; and follow up with the bursary until the matter is resolved. This assistance is free, like the rest of our service.

4. Timeframes

Malaysian institutions typically process approved refunds within 30 to 60 days of a complete request. Overseas institutions vary; your counsellor will give you the institution-specific timeline at the point of payment.

5. Complaints

If you believe a refund has been wrongly withheld, write to [email protected] with your offer letter and payment receipts. We will escalate through our institutional contacts and, where appropriate, direct you to the relevant Malaysian consumer-protection channels.