Refund Policy

Last updated: 1 April 2026

This Refund Policy applies to all consultancy services provided by Jusoor Group sdn bhd ("Jusoor"). It is read together with the engagement letter or proposal you sign for each specific service. Where the engagement letter contains different terms, those prevail.

1. Initial consultation

Initial scoping consultations are complimentary and carry no fee. No refund is therefore applicable.

2. Engagement deposit

Most engagements require a deposit before work commences. The deposit secures our team's time and covers initial work. Once we have begun delivery, the deposit is non-refundable except as set out below.

3. Refund eligibility

You may be eligible for a partial or full refund of fees paid where:

• Jusoor has materially failed to deliver the service as defined in the engagement letter and has been given a reasonable opportunity to remedy the failure;
• The engagement is cancelled by Jusoor before any substantive work has been performed;
• Applicable law requires a refund.

4. Non-refundable items

The following are non-refundable, regardless of engagement outcome:

• Government fees, third-party application fees, banking fees, stamp duties and other out-of-pocket expenses paid on your behalf.
• Work already completed by Jusoor and its partners.
• Refusals or delays caused by inaccurate, incomplete or untimely information from the client.
• Decisions made by external authorities (e.g. visa rejections, license refusals) — except where caused by demonstrable fault on our part.

5. Cancellation by client

If you cancel an engagement before completion, fees are pro-rated based on work performed up to the cancellation date. The deposit is retained as set out in clause 2.

6. Refund process

Refund requests must be submitted in writing to [email protected] with a clear description of the basis for the request. We will respond within 14 business days. Approved refunds are processed via the original payment method within a further 14 business days.

7. Disputes

Any dispute regarding fees or refunds is subject to the governing-law and jurisdiction provisions of our Terms & Conditions.

8. Contact

For refund queries, contact [email protected].