CANCELLATION AND REFUND POLICY

Effective Date: 16 September 2026
Last Updated: 16 September 2026

This Cancellation & Refund Policy applies to all professional services, service packages, engagements and payments made to MSIB Corporate Consultancy Sdn Bhd, MSIB Associates Sdn Bhd and, where applicable, other entities within the MSIB Group (“MSIB”, “we”, “us” or “our”).

This Policy shall be read together with the applicable quotation, pro forma invoice, invoice, Service Disclosure Sheet, engagement terms, engagement agreement and other service-specific documentation issued by MSIB.

Where specific engagement terms apply to a service, those specific terms shall prevail.

1. GENERAL NON-REFUNDABLE POLICY

Unless expressly agreed otherwise in writing by MSIB, all payments made to MSIB are non-refundable once received, including:

  • deposits;

  • advance payments;

  • professional fees;

  • annual or monthly service fees;

  • package fees;

  • promotional fees;

  • balance payments;

  • administrative charges;

  • government or statutory fees;

  • disbursements;

  • third-party charges; and

  • any other payment made in connection with an engagement.

Payment constitutes the client’s confirmation to proceed with the relevant service and authorises MSIB to allocate professional time, personnel, systems and resources to the engagement.

Accordingly, cancellation, termination, withdrawal or non-continuation by the client shall not give rise to any entitlement to a refund.

2. COMMENCEMENT OF WORK

For the avoidance of doubt, MSIB’s work shall be deemed to have commenced once any activity relating to the engagement has been undertaken, including:

  • opening or assigning the client file;

  • reviewing information or documents;

  • conducting KYC, compliance or beneficial ownership checks;

  • reviewing bank statements or financial records;

  • preparing drafts, forms, resolutions, schedules or working papers;

  • preparing a fee assessment or professional estimate;

  • requesting additional documents or information;

  • communicating with the client, company representative, authority, auditor or other third party in connection with the engagement;

  • making any application, filing or submission;

  • arranging third-party professional services; or

  • allocating personnel or other internal resources.

Completion of the final deliverable is not a condition for professional fees to become non-refundable.

3. DEPOSITS

All deposits paid to MSIB are strictly non-refundable.

A deposit secures the engagement, professional resources and commencement of work and may be applied towards professional time, preliminary review, document assessment, compliance procedures, preparation work, administration and other activities associated with the engagement.

Where the final estimated professional fees exceed the initial provisional deposit, the client shall pay any required top-up in accordance with the applicable engagement terms.

Payment of a deposit does not fix the final professional fee unless expressly stated otherwise in writing.

4. ACCOUNTING, FINANCIAL STATEMENTS AND TAX SERVICES

Deposits and other payments for accounting, financial statement preparation and taxation-related services are non-refundable.

Where MSIB has requested documents, supporting information, explanations or responses from the client, failure or delay by the client in providing the same shall not:

  • cancel the engagement;

  • suspend the client’s payment obligations;

  • entitle the client to a refund; or

  • require MSIB to refund work already undertaken.

Where the applicable engagement terms provide for a specified reminder process, MSIB may, upon completion of that process, finalise the work based on the documents and information available.

Any work performed, reminders issued, document reviews undertaken, queries raised or financial statements prepared based on available information remain chargeable and non-refundable.

5. AUDIT PREPARATION AND COORDINATION

MSIB is not an audit firm and does not issue statutory audit reports.

Where MSIB is engaged to assist with accounting preparation and coordination of an audit with an independent licensed auditor, all fees and payments to MSIB are non-refundable.

Where the applicable engagement terms require the outstanding balance to be fully settled before supporting documents or completed accounting records are handed to the appointed auditor, full payment must be received before such handover.

Any fee payable to an independent auditor or other third-party professional shall be subject to that third party’s own terms and remains separate from MSIB’s professional fees.

6. COMPANY INCORPORATION AND CORPORATE SERVICES

All payments for company incorporation, company secretarial, statutory filing, corporate changes, corporate documentation and other corporate services are non-refundable once payment has been made and the engagement has been accepted or work has commenced.

A client’s subsequent decision:

  • not to proceed;

  • to change the proposed business plan;

  • to appoint another adviser or company secretary;

  • to change directors or shareholders;

  • to abandon an application; or

  • otherwise to discontinue the matter,

shall not entitle the client to a refund.

7. COMPANY SECRETARIAL FEES

Company secretarial fees, including fees paid monthly, annually or in advance, are non-refundable for the relevant service period once charged or paid.

Where a client elects to change company secretary or terminate MSIB’s appointment, all professional fees and outstanding charges up to the effective date of MSIB’s resignation or cessation of appointment remain payable.

Any amount already paid shall not be refunded merely because the client terminates the appointment before the end of the relevant billing or service period, unless MSIB expressly agrees otherwise in writing.

8. GOVERNMENT FEES AND THIRD-PARTY COSTS

Government fees, statutory filing fees, search fees, stamping fees, courier fees, professional fees of third parties and other disbursements are strictly non-refundable once incurred, committed or paid.

MSIB shall not be responsible for refunding any amount paid or payable to:

  • SSM;

  • LHDN;

  • another government authority or regulator;

  • an independent auditor;

  • a lawyer;

  • a bank;

  • a courier;

  • a professional adviser; or

  • any other third-party service provider.

9. FAILURE OR DELAY BY THE CLIENT

No refund shall arise where an engagement cannot be completed, is delayed or requires additional work because the client or its representative:

  • fails to provide documents;

  • fails to respond to queries;

  • provides incomplete, inaccurate or inconsistent information;

  • fails to provide approval or confirmation;

  • fails to make further payment when due;

  • fails to cooperate;

  • changes instructions; or

  • otherwise prevents or delays completion of the engagement.

MSIB may suspend, finalise or terminate the engagement in accordance with the applicable engagement terms without affecting MSIB’s right to retain payments already received or recover outstanding amounts.

10. GOVERNMENT, REGULATORY AND THIRD-PARTY DECISIONS

MSIB does not guarantee approval, acceptance or processing by any government authority, regulator, bank, auditor or independent third party.

A rejection, query, delay, refusal, additional requirement or other decision by such party shall not entitle the client to a refund where MSIB has undertaken the agreed work.

11. CLIENT TERMINATION OR CHANGE OF MIND

A change of mind or unilateral decision by the client to cancel, terminate or discontinue a service shall not entitle the client to any refund.

This includes cancellation arising from:

  • a change in business plans;

  • internal disagreement among directors or shareholders;

  • inability or unwillingness to provide required documents;

  • appointment of another service provider;

  • financial constraints;

  • failure to proceed with the client’s proposed business activity; or

  • any other reason originating from the client.

12. TERMINATION BY MSIB

MSIB may suspend or terminate an engagement where permitted by the applicable engagement terms, including where:

  • the client fails to pay amounts due;

  • required information or documentation is not provided;

  • KYC or compliance requirements cannot be completed;

  • MSIB identifies regulatory, legal or professional risk;

  • information supplied is false, misleading or cannot reasonably be verified;

  • the client fails to cooperate; or

  • the client’s conduct towards MSIB personnel is abusive, threatening, harassing or otherwise seriously inappropriate.

Termination by MSIB in such circumstances shall not entitle the client to a refund of fees attributable to work undertaken, resources allocated, costs incurred or service periods already commenced.

13. DUPLICATE OR EXCESS PAYMENT

The non-refundable policy does not prevent MSIB from correcting a genuine duplicate payment or an amount demonstrably paid in excess of the amount properly due.

Any such refund shall be limited strictly to the duplicate or excess amount, subject to verification and any non-recoverable bank or payment-processing charges.

14. NO AUTOMATIC RIGHT TO REFUND

Submission of a refund request does not create or imply any right to a refund.

MSIB’s review of any request shall not constitute an admission of liability, waiver of this Policy or waiver of the applicable engagement terms.

Any exceptional refund approved by MSIB shall:

  • be entirely discretionary unless required by law;

  • be recorded in writing;

  • apply only to the specific case concerned; and

  • not create a precedent for any other engagement or client.

15. PRIORITY OF SERVICE-SPECIFIC TERMS

This Policy provides MSIB’s general cancellation and refund position.

Where a quotation, pro forma invoice, Service Disclosure Sheet, engagement agreement, engagement terms or other written service document contains a more specific provision relating to:

  • deposits;

  • payment milestones;

  • top-up requirements;

  • non-refundable fees;

  • document deadlines;

  • reminder processes;

  • suspension;

  • termination;

  • finalisation based on available information; or

  • third-party professional work,

the specific service provision shall prevail.

16. MANDATORY LEGAL RIGHTS

Nothing in this Policy is intended to exclude or restrict any right or liability which cannot lawfully be excluded or restricted under applicable Malaysian law.

Except to that limited extent, all payments to MSIB remain subject to the non-refundable terms stated in this Policy and the applicable engagement documentation.

17. CONTACT

Any communication relating to cancellation or refund must be made in writing to:

MSIB Corporate Consultancy Sdn Bhd
T3-3-3, Menara 3, Maju Link
Jalan Lingkaran Tengah 2
57000 Kuala Lumpur
Malaysia

Email: ask@companysecretary.my
Telephone: +603 9055 3341
Website: www.companysecretary.my


IMPORTANT PAYMENT NOTICE

All payments made to MSIB are non-refundable, subject only to rights which cannot lawfully be excluded under Malaysian law.

Cancellation, termination, withdrawal, failure to provide documents, failure to cooperate, change of mind, appointment of another service provider or non-completion for reasons attributable to the client does not give rise to any right to a refund.

Payment confirms the client’s acceptance of this Policy together with the applicable quotation, invoice, Service Disclosure Sheet, engagement terms and/or engagement agreement.