Return & Refund Policy

GrowCraft's counselling, matching and application services are free for students, so in most cases there is nothing to refund. Money does change hands, however, between families and institutions during an application — and occasionally for optional extras we arrange. This page sets out how each case works.

1. Our counselling services

Counselling sessions, CraftMatch shortlists, scholarship matching and application handling carry no charge, so no refund applies. If you are ever asked to pay for these services in GrowCraft's name, do not pay — contact us at [email protected] immediately.

2. Institution deposits and tuition

Acceptance deposits and tuition are paid directly to the institution under the institution's own refund policy, which we give you in writing before you pay anything. As a general pattern across our partner network:

• Deposits are usually refundable, less an administrative charge, if a visa is refused with evidence;
• Deposits are usually forfeited on a simple change of mind after the institution's cooling-off window;
• Tuition paid for a semester not yet started is generally refundable; mid-semester withdrawals rarely are.

Where a refund from an institution is due to you, we chase it on your behalf at no charge until it is paid.

3. Optional third-party services

Where we arrange paid third-party items at your request — courier of documents, certified translations, English test bookings — the provider's refund terms apply. We disclose the cost and the terms before you commit, and we do not add a margin on top.

4. Overpayments and errors

If you ever pay GrowCraft in error — a duplicated transfer, a payment meant for an institution — tell us with the transaction reference. Verified erroneous payments are returned in full to the originating account within 14 days, with no administrative deduction.

5. Consumer rights

Nothing in this policy limits rights you hold under the Consumer Protection Act 1999 (Malaysia) or other applicable law. Where an institution's refund terms conflict with Malaysian consumer law, the law prevails.

6. How to raise a refund matter

Email [email protected] with the payment date, amount, recipient and reference, or call +603 7662 4815 during office hours. We acknowledge within two working days and keep you updated weekly until the matter is closed.