Return & Refund Policy

Plans change — results surprise, visas are refused, families reconsider. This policy explains what is refundable, by whom, and how Bakerwell Education Advisory Sdn Bhd helps when money needs to come back.

1. Bakerwell's own charges

Our core advisory service — consultations, course matching, application handling and scholarship guidance — is free of charge to students, so in the normal case there is nothing to refund from us. Where you have paid us for agreed out-of-pocket disbursements (courier, certified translation, document attestation) that have not yet been incurred, we refund them in full within 14 days of your written request to [email protected]. Disbursements already spent on your behalf are non-refundable, and we will show receipts.

2. Payments made to institutions

Application fees, tuition deposits and tuition are always paid by you directly to the institution and are governed by that institution's refund policy — not by this one. These policies differ widely. Before you pay any deposit, your advisor will give you the institution's refund rules in writing and flag the non-refundable portions.

3. Typical institutional refund scenarios

Scenario	Usual treatment
Visa refused before course starts	Most institutions refund tuition paid, less an administrative charge, on proof of refusal
Withdrawal before enrolment deadline	Partial refund per the institution's published schedule; deposits often retained
Withdrawal after classes begin	Refunds reduce steeply week by week; many institutions refund nothing after census/settlement dates
Course cancelled by the institution	Full refund of unspent tuition, and we re-match you to an alternative at no charge

The table describes common practice only; the institution's own written policy always prevails.

4. How we assist with refund requests

If a refund situation arises for a student we placed, Bakerwell prepares and submits the refund request, supplies the supporting evidence institutions require (visa refusal letters, withdrawal forms, medical documents) and follows up until the institution issues its decision. This assistance is free and available for 12 months after your enrolment date.

5. Scholarships and sponsorships

Scholarship awards are credits against tuition, not cash, and lapse on withdrawal. Where an external sponsor (JPA, MARA, corporate) has paid fees, refunds are returned to the sponsor under the sponsorship agreement, and we will coordinate with the sponsor's office on your behalf.

6. Complaints

If you believe a refund owed to you has been wrongly withheld — by us or by a partner institution — write to [email protected] with the details. A senior advisor unconnected to your case reviews complaints within 10 working days. You retain all rights under the Consumer Protection Act 1999 and may refer unresolved disputes to the Tribunal for Consumer Claims Malaysia.