Refund Policy & Requirement Checklist

REFUND POLICY AND REQUIREMENTS CHECKLIST

Refund of Visa Application Fee: Cancellation, No shows and Administration Fees

A full refund of Desire Quality service fee (“Service Fee”) is generally not possible once payment of the visa application fee (“Visa Fee”) (which includes the Service Fee) has been made.

All cancellations and no shows will attract a penalty fee of RM850 (“Penalty Fee”) or 20% from Sales Value, which will be deducted from the Visa Fee.  All other reasons will bear a RM250 administration fee (“Administration Fee”), unless proof of resubmission is provided.

No fee will be charged if the applicant is unable to honor the appointment due to his or her death or hospitalization.

An applicant can reschedule a confirmed appointment twice; up to 48 hours prior to the scheduled date of that appointment, but thereafter the Penalty Fee will be charged. Desire Quality recommends that applicants reschedule appointments where necessary to avoid being charged Penalty Fees for no shows.

Where an applicant makes a mistake on their visa application (by, for example, making an error on the visa application form or not including required documents, the applicant will be advised to correct these errors and complete a new application, with all necessary processes including the payment. When a refund is requested for these reasons, the applicant will be refunded his/her initial payment, less the Administration Fee. An applicant must show proof of a new application and payment being completed prior to requesting a refund. Failure to provide proof of a new application and payment will result in the levying of a Penalty Fee.

All applications where an applicant must apply from their country of origin will bear an RM850 penalty fee if proof of resubmission from their country is not provided. Therefore it is advised that an applicant only submit their refund request, once they are in possession of the stated resubmission documents.

The Penalty Fee; this will only apply when an applicant fails to make use of Desire Quality services.

All refund claims made after the applicant’s confirmed appointment date for any reason will be regarded as a no show/cancellation and will be subject to the Penalty Fee.

Eligible refunds require 30 calendar days from the date of refund request, excluding public holidays, to be processed and no refunds will be processed after 6 months from the date of becoming eligible for such refunds ( from when payment is made)

All refund application requests will be processed in the same method as was used to make payment in instances where the online payment option is utilized. E.g. if payment was made by credit card, the refund will also be made to the same credit card.

Desire Quality is not under any obligation to consider a refund for any application that has passed its “Quality Control” process during submission. (The Quality Control process is the final process that the visa application goes through on the date of submission.)

It is the responsibility of the payer to ensure that all monies paid into any Desire Quality accounts are correct, and that Desire Quality is the rightful beneficiary. Any payment made to Desire Quality in error, will incur a penalty fee, to be assessed on a case- by-case basis and will only be repaid pending Desire Quality’s internal investigation processes.

The applicant hereby acknowledges and agrees that the charging of the Administration Fee and/or the Penalty Fee is reasonable and fair in terms of relevant laws.

Please refer to the below requirement checklist for refund submissions.

REFUND REQUEST

REQUIREMENT CHECKLIST

Note: All documents listed are mandatory.
Note: Any missing documents will delay or lead to your refund request being rejected for processing.

Primary Reason For RefundSupporting Documents Required
Incorrect CategoryRM250 penalty (Only applicable when proof or resubmission documents are provided). RM850 penalty (If any listed documents below are missing, or no proof of resubmission provided)
>> Proof of payment for incorrect category in .pdf or .jpeg format
>> Proof of payment for the correct category submitted in .pdf or .jpeg format (if correct category application submitted)
>> Appointment letter of old application in .pdf format signed by Desire Quality supervisor on or before the date of letter
>> If no appointment was scheduled, a printed screen shot of grid (found after applicant login page)
>> ICR (Submission Receipt) or Appointment letter of new application in .pdf format (if correct category application submitted)
HospitalizationNo fees applicable (Only applicable when supporting documents provided) RM850 penalty (If any listed documents below are missing, or no proof of resubmission  provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format
>> Relevant documentation indicating hospitalization from hospital in .pdf or .jpeg format
DeathNo fees applicable
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format
>> Death certificate in .pdf or .jpeg format
>> Proof of kinship /Viable relationship in .pdf or .jpeg format
CancellationRM850 or 20% from Sales Value penalty on initial amount paid (If any listed documents below are missing, or no  proof of resubmission provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format
No Show – Missed Appointment DateRM850 penalty on initial amount paid (If any listed documents below are missing, or no  proof of resubmission provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format
Missing Supporting DocumentsRM250 admin fee will be levied from initial amount paid with the provision of all the below RM850 penalty on initial amount paid (If any listed documents below are missing, or no proof of resubmission provided)
>> Initial proof of payment in .pdf or .jpeg format
>> Proof of payment for the submitted application in .pdf or .jpeg format (If correct category application submitted)
>> Appointment letter of application in .pdf format signed by Desire Quality supervisor on or before the date of letter
>> ICR (Submission Receipt) or Appointment letter of new application in .pdf format (if correct category application submitted)
Double paymentAll duplicate payments made 12 hours after the initial payment will carry an admin fee of  RM250. Proof of payment used for application submission
>> Proof of payment for double payment
>> Clear POS slip if payment is made at Desire Quality
>> Appointment letter signed by Desire Quality supervisor on or before the date of letter
>> ICR (Submission Receipt) application in .pdf format
>> Letter from bank confirming payment reference information for bank deposits
OverpaidRM250 admin fee will be levied from initial amount paid.
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter signed by Desire Quality supervisor on or before the date of letter
Errors Made on Application FormRM250 penalty (Only applicable when proof of resubmission documents are provided) RM850 penalty (If any listed documents below are missing, or no proof of resubmission  provided)
>> Proof of payment for incorrect form in .pdf or .jpeg format
>> Proof of payment for the correct form submitted in .pdf or .jpeg format (if correct category application submitted)
>> Appointment letter of old application in .pdf format signed by Desire Quality supervisor on or before the date of letter
>> ICR (Submission Receipt) or Appointment letter of new application in .pdf format (if correct category application submitted)
Applicant Incorrectly Added DependentRM250 admin fee will be levied from initial amount paid. RM850 penalty fee (If any listed documents below are missing, or no proof of resubmission provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format signed by Desire Quality supervisor on or before the date of letter
Asylum SeekerRM250 admin fee will be levied from initial amount paid. RM850 penalty (If any listed documents below are missing, or no proof of resubmission provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format signed by Desire Quality supervisor on or before the date of letter
>> Certificate of Asylum seeker/ certified copy of passport
Apply of Country of OriginRM250 penalty (Only applicable when proof of resubmission documents are provided) RM850 penalty (If any listed documents below are missing, or no proof of resubmission provided)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format or .jpeg format signed by Desire Quality supervisor on or before the date of letter
>> ICR (Submission Receipt) of new application from country of origin in .pdf format or .jpeg format
In case of any queries, please contact our helpline. Desire Quality Helpdesk Team Helpline Number : +603 8705 4948 (Operational hours – 09h00 to 18h00) Email                                      : admin@desirequality.com.my     Applicant Does Not Qualify for Visa/PermitRM250 penalty (Only applicable when proof of relevant documents are provided) RM850 penalty (If any listed documents below are missing, or no proof of reason)
>> Proof of payment in .pdf or .jpeg format
>> Appointment letter in .pdf format or .jpeg format signed by Desire Quality supervisor on or before the date of letter
>> Affidavit explaining reasons
>> Certified copy of passport

In case of any queries, please contact our helpline.

Desire Quality Helpdesk Team
Helpline Number : +603 8705 4948 (Operational hours – 09h00 to 18h00)
Email                                      : admin@desirequality.com.my

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