Return & Refund Policy
CoreHub's counselling, matching and application services are provided at no charge, so there is nothing to refund for the advisory itself. However, students working with us do make payments to third parties — universities, colleges, visa authorities — and this policy explains how refunds work in each case and what we do to help.
1. Payments made to CoreHub
We do not charge students fees for our standard Services. If you are ever asked to pay CoreHub directly for counselling, shortlisting or application submission, do not pay and report it to [email protected] — it is not a legitimate request. Since no fees are collected, no refund scenarios arise on our side.
2. Enrolment deposits paid to institutions
Most institutions require a deposit when accepting an offer. Each sets its own refund rules, and they vary widely:
- Cooling-off refunds. Many Malaysian private institutions refund deposits (sometimes less an administrative charge) if you withdraw before a stated cut-off, often tied to the semester start date.
- Visa-refusal refunds. Overseas institutions generally refund tuition deposits in full when a student visa is refused, on presentation of the refusal letter.
- Non-refundable components. Application fees, international student administration fees and EMGS processing charges are usually not returnable once processing begins.
Before you pay any deposit through an application we manage, your advisor will put that institution's refund terms in writing as part of your offer summary.
3. How we help you claim
If you need to withdraw and a refund is due under the institution's published terms, we will prepare the refund request with you, submit it through our institutional contacts, and chase it until it is resolved. In our experience most straightforward claims settle within 30 to 60 days. Where an institution rejects a claim we believe is valid, we will escalate it and advise you on further avenues, including complaints to the relevant regulator.
4. What we cannot do
We cannot override an institution's published refund schedule, recover payments you made outside an application we managed, or refund charges levied by immigration authorities and panel clinics — those bodies set their own rules. We also cannot help recover payments made to third-party agents who are not part of your CoreHub file.
5. Changed your mind about a course?
Switching courses or institutions before enrolment is common and usually cheaper than withdrawing after it. Talk to your advisor first — in many cases a deposit can be transferred to the new programme rather than refunded and repaid.
6. Contact
For any refund question on a file we manage: [email protected] or +60 3-7498 2214 (Mon–Fri, 9:30am–6:30pm MYT). Include your name, institution and offer reference so we can pull your file before replying.