Last Updated: May 2026
Advance Fin Advisory Sdn. Bhd. ("we," "our," or "us") is committed to providing high-quality financial advisory services and to maintaining fair and transparent client relationships. This Refund Policy sets out the circumstances under which clients may be entitled to a refund of fees paid for our services, the process for requesting a refund, and the rights and obligations of both parties. This policy applies alongside our Terms of Service and is governed by the laws of Malaysia. We encourage you to read this policy carefully before engaging our services.
Refund eligibility is assessed on a case-by-case basis, taking into account: Timing: A refund request must be made within 30 calendar days of the initial fee payment for the relevant service. Requests made after 30 days will be considered only in exceptional circumstances at our sole discretion. Service Condition: A refund may be considered where a service that has been paid for has not yet been substantially commenced. "Substantially commenced" means that we have completed the Discovery Phase, presented a written proposal, and begun implementation as described in our engagement letter. Documentation: All refund requests must be submitted in writing (email or post) with a clear explanation of the reason for the request and any supporting documentation.
Services that have been fully delivered or substantially completed are generally non-refundable. We assess each request fairly and aim to reach a resolution that is satisfactory to both parties.
The following are non-refundable under this policy: fees for services that have been fully delivered in accordance with the engagement letter; fees for completed one-off services such as Financial Health Audits, one-time corporate advisory reports, and similar discrete deliverables; third-party costs and disbursements incurred on your behalf (including but not limited to bank charges, custodian fees, legal fees, and regulatory filing fees); fees for services where the client has failed to provide necessary information or documentation within the agreed timeframe, resulting in service commencement; and fees for services where the client has changed their mind after the service has been substantially completed, even if within the 30-day window.
To request a refund, please follow these steps:
Step 1 — Submit Your Request: Send an email to info@advancefa-av.it.com with the subject line "Refund Request — [Your Name]" and include: your full name and contact details, the date of the initial fee payment, the amount paid, the service for which the refund is requested, a detailed explanation of the reason for the refund request, and any supporting documentation.
Step 2 — Acknowledgement: We will acknowledge receipt of your refund request within two business days and provide a reference number for your records.
Step 3 — Review: We will review your request within 14 business days. During this period, we may contact you for additional information or clarification. The review will consider the timing of the request, the extent to which the service has been delivered, the reason for the refund request, and any relevant terms in the engagement letter.
Step 4 — Decision: We will communicate our decision to you in writing within 14 business days of receiving all necessary information. If your refund is approved, we will process the refund within 14 business days of the approval notification. If denied, we will provide a clear written explanation of the reason for the denial.
Approved refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed in writing. For bank transfers, refunds will be credited to the originating bank account within 14 business days of approval. For cheque payments, refunds will be issued by company cheque and mailed to your registered address. In either case, we will notify you when the refund has been initiated and provide a reference number for tracking purposes. The Company is not responsible for delays caused by banking institutions' processing times.
In some cases, rather than a refund, it may be more appropriate to modify or exchange the service. For example, if you have engaged one service but determine that a different service would better meet your needs, we may agree to apply the fees paid toward the alternative service, subject to mutual agreement and any applicable price difference. Requests for service exchanges should be directed to your assigned adviser or to info@advancefa-av.it.com. Each exchange request is evaluated individually and requires the written agreement of both parties.
In the context of professional advisory services, a "defective" service may refer to a situation where a deliverable (such as a financial plan, investment report, or advisory memorandum) contains material factual errors attributable to our negligence. If you believe that a deliverable is defective: notify us in writing within 14 days of receiving the deliverable, describing the specific error; we will review the concern and, if we agree that the error is attributable to us, we will correct it at no additional charge; if we are unable to correct the error to your reasonable satisfaction and the error is material, we will consider a partial or full refund of fees paid for that specific deliverable. This provision does not apply to investment performance outcomes, which are subject to market risk as disclosed in our Terms of Service.
We recognise that exceptional circumstances may arise. The following situations will be evaluated on a case-by-case basis: force majeure events that prevent the delivery of services; regulatory changes that materially affect the legal or commercial basis of the engagement; the death or incapacity of a client; and termination of an engagement by the Company for reasons other than client breach or misconduct. In such circumstances, we will work with you (or your estate) in good faith to reach a fair resolution, which may include a pro-rata refund for services paid for but not yet delivered.
For all refund-related enquiries and requests, please contact us:
Advance Fin Advisory Sdn. Bhd.
Wisma Kinta 11-7-5, Lorong Kinta, 10400 Georgetown, Penang, Malaysia
Email: info@advancefa-av.it.com
Phone: +6011 1646 1919
Please include "Refund Request" in the subject line of all email correspondence related to refunds.
We may update this Refund Policy from time to time to reflect changes in our business practices, regulatory requirements, or for other operational reasons. The current version will always be posted on our Website with the "Last Updated" date at the top of the page. Material changes will be communicated to active clients by email at least 14 days before they take effect. We encourage you to review this policy periodically.
If you are dissatisfied with the outcome of a refund request, you may escalate the matter in accordance with the dispute resolution provisions set out in our Terms of Service. This includes good-faith negotiation, followed by mediation at the Asian International Arbitration Centre (AIAC) in Kuala Lumpur if negotiation is unsuccessful. We are committed to resolving all disputes fairly, efficiently, and in good faith. This Refund Policy does not limit any rights you may have under Malaysian consumer protection law or other applicable legislation.