Last Updated: May 2026
At Adwise Capital Sdn. Bhd., we are committed to delivering financial advisory services of the highest standard. We recognise that circumstances may arise where a client wishes to seek a refund for services rendered or fees paid. This Refund Policy outlines the terms and conditions under which refunds may be granted, the process for requesting a refund, and the limitations that apply.
This policy applies to all advisory fees paid directly to Adwise Capital for financial planning, wealth management advisory, and related consultancy services. It does not apply to commissions, product premiums, or third-party fees collected on behalf of product providers, which are governed by the respective provider's own terms and conditions.
We encourage all clients to review this policy carefully before engaging our services. By engaging Adwise Capital, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions, please contact us at info@adwise-aw.it.com before proceeding with any service engagement.
Refund eligibility is assessed on a case-by-case basis with reference to the following three criteria. All three conditions must be satisfied for a refund to be considered:
(a) Timing: A written refund request must be submitted within fourteen (14) calendar days of the date on which the advisory fee was paid. Requests received after this period will not be eligible for a refund, except in exceptional circumstances as determined by Adwise Capital at its sole discretion. This fourteen-day cooling-off period is aligned with standard consumer protection principles and provides clients with adequate time to assess whether the engagement meets their expectations.
(b) Service Condition: The advisory services for which a refund is sought must not have been substantially performed. "Substantially performed" means that the core deliverables — such as a completed financial needs analysis, a personalised advisory report, a comprehensive financial plan, or a portfolio recommendation document — have been produced and delivered to the client. Where preparatory work has been undertaken but the primary deliverable has not yet been completed or presented, a partial refund may be considered proportionate to the work completed.
(c) Documentation: The refund request must be made in writing and include a clear statement of the reasons for the request. Supporting documentation, such as proof of payment, engagement correspondence, and any relevant service agreements, should be attached to facilitate a timely review. Verbal requests or requests submitted without adequate documentation may not be processed until the required information is provided.
The following categories of fees and charges are expressly non-refundable under this policy:
(a) Completed Advisory Reports and Deliverables: Once a financial advisory report, financial plan, investment recommendation, insurance needs analysis, estate planning document, or any other written deliverable has been completed and acknowledged by the client — whether by email confirmation, signed acceptance, or continued engagement — the associated advisory fee is non-refundable. The intellectual effort, analysis, and professional judgment invested in producing these deliverables constitute the core of our service, and their delivery represents the fulfilment of our contractual obligation.
(b) Financial Product Commissions and Premiums: Any commissions, brokerage fees, policy premiums, fund subscription charges, or product-level fees that are collected by Adwise Capital on behalf of third-party product providers (such as insurance companies, unit trust management companies, or private retirement scheme providers) are governed exclusively by the terms and conditions of the respective product provider. Refund requests for such amounts must be directed to the relevant product provider. Adwise Capital will assist clients in navigating the provider's refund process but cannot guarantee the outcome.
(c) Third-Party Fees and Disbursements: Fees paid to third parties in connection with the provision of our services — including but not limited to legal fees for will drafting, trustee fees, valuation fees, medical examination fees for insurance applications, stamp duty, and statutory filing fees — are non-refundable once the third-party service has been engaged or the disbursement has been incurred. These amounts are passed through at cost and are not retained by Adwise Capital.
(d) Disbursements Incurred on the Client's Behalf: Where Adwise Capital has incurred out-of-pocket expenses specifically for a client engagement — such as travel costs for on-site consultations, courier charges for document delivery, or credit reporting fees — these amounts are non-refundable regardless of whether the advisory engagement proceeds to completion. Clients will be informed of any anticipated disbursements in advance and must approve them before they are incurred.
To request a refund, please follow the four-step process outlined below. Adherence to this process ensures that your request is handled efficiently and transparently:
Step 1 — Submit a Written Request: Send an email to info@adwise-aw.it.com with the subject line "Refund Request — [Your Name]". The email must include: your full name, contact information, the date of engagement, a description of the services for which a refund is sought, the amount paid, the date of payment, and a clear explanation of the reasons for your refund request. Attach any relevant supporting documents, including payment receipts and engagement correspondence.
Step 2 — Acknowledgment: Upon receipt of your written request, Adwise Capital will send an acknowledgment email within two (2) business days confirming that your request has been received and is under review. This acknowledgment will include a reference number for your records and an indicative timeline for the review process. If you do not receive an acknowledgment within two business days, please contact us by phone at +6019-638 9095 to confirm that your request was received.
Step 3 — Review and Assessment: Our review team will assess your refund request against the eligibility criteria set out in Section 2 of this policy. This assessment may involve: reviewing the scope of services agreed upon, evaluating the proportion of work completed, consulting with the adviser assigned to your case, and verifying payment records. We may contact you during this period for additional information or clarification. The review will be completed within ten (10) business days of acknowledgment.
Step 4 — Decision and Processing: You will be notified of the outcome of the review in writing. If your refund is approved, the refund will be processed within fourteen (14) business days of the approval notification. If your refund is partially approved, you will receive a detailed explanation of the basis for the partial refund, including a breakdown of the fees retained for work completed and the amount to be refunded. If your refund is declined, you will receive a written explanation of the reasons for the decline, with reference to the specific provisions of this policy. Clients who are dissatisfied with the outcome may refer the matter to our dispute resolution process under Section 11.
Approved refunds will be processed using the following methods, depending on the original payment method used:
(a) Original Payment Method: Wherever possible, refunds will be credited back to the same bank account, credit card, or e-wallet from which the original payment was made. This is consistent with anti-money laundering requirements and ensures a clear audit trail. Refunds to credit cards may take five (5) to ten (10) business days to appear on the cardholder's statement, depending on the card issuer's processing timelines.
(b) Bank Transfer: For payments originally made by cash, cheque, or bank transfer, approved refunds will be processed via online bank transfer to a Malaysian bank account nominated by the client. The client must provide accurate bank account details, including the account holder's name (which must match the client's name on our records), bank name, and account number. Adwise Capital is not responsible for delays or losses arising from incorrect bank account information provided by the client.
(c) Processing Timeframes: The time required for refunded funds to appear in the client's account varies by payment method: credit card refunds typically take five (5) to ten (10) business days; online bank transfers within Malaysia typically take one (1) to three (3) business days; international transfers may take longer. Adwise Capital will provide the client with a transaction reference number once the refund has been initiated.
In certain circumstances, rather than processing a refund, Adwise Capital may offer to exchange or modify the services provided:
(a) Advisory Package Transfers: If a client finds that the advisory package initially selected does not fully meet their needs, Adwise Capital may, at its discretion, allow the client to transfer the fees paid toward a different advisory package of equal or higher value. Any difference in fees must be settled before the new package is activated. This option is particularly relevant where a client's circumstances have changed between engagement and service delivery.
(b) Service Credits: Where a client engagement is paused or deferred by mutual agreement, Adwise Capital may issue a service credit for the fees paid. The service credit may be applied toward future advisory services within twelve (12) months of the date of issuance. Service credits are non-transferable, non-refundable in cash except as provided in this policy, and will expire if not utilised within the twelve-month validity period.
(c) Reassignment of Adviser: If a client is dissatisfied with the adviser assigned to their case but remains interested in receiving our services, Adwise Capital will make reasonable efforts to reassign the engagement to another qualified adviser within our team at no additional cost. This is not a refund but an accommodation to ensure client satisfaction.
Adwise Capital takes pride in the quality and accuracy of its advisory work. If a client believes that a delivered advisory report, financial plan, or recommendation contains material errors or is otherwise defective:
(a) Notification: The client must notify Adwise Capital in writing within seven (7) calendar days of receiving the deliverable, specifying the nature of the error or defect with as much detail as possible. General expressions of dissatisfaction without specific reference to errors will not be treated as a claim of defective service under this section.
(b) Remedy: Upon verification of the reported error, Adwise Capital will, at its election, either: (i) correct the error and reissue the deliverable at no additional cost; or (ii) if the error is material and cannot be corrected to the client's reasonable satisfaction, provide a full or partial refund proportionate to the impact of the error on the overall value of the service. The choice of remedy is at Adwise Capital's discretion, taking into account the nature and severity of the error.
(c) Limitations: This section does not apply to differences of professional opinion, market outcomes that differ from projections, or investment performance. Financial projections, market forecasts, and return estimates are inherently uncertain and do not constitute guarantees. A divergence between projected and actual outcomes does not, by itself, constitute a defect in the advisory service.
Adwise Capital recognises that exceptional circumstances may warrant flexibility beyond the standard terms of this policy:
(a) Force Majeure: If Adwise Capital is unable to deliver the agreed services due to events beyond its reasonable control — including but not limited to natural disasters, pandemics, government restrictions, widespread telecommunications failures, or civil unrest — clients may elect to either: (i) defer the engagement until such time as services can be resumed and receive a credit for fees paid; or (ii) request a refund of fees paid for services not yet performed, less any non-refundable third-party costs already incurred. Adwise Capital will make reasonable efforts to accommodate clients' preferences in such circumstances.
(b) Regulatory Changes: If a change in Malaysian law, Bank Negara Malaysia regulations, Securities Commission guidelines, or other applicable regulatory frameworks renders Adwise Capital unable to lawfully provide the agreed services, clients will be entitled to a full refund of fees paid for services not yet delivered. Adwise Capital will notify affected clients promptly upon becoming aware of any such regulatory change.
(c) Death or Incapacity of the Client: In the unfortunate event of a client's death or permanent mental incapacity before the completion of the advisory engagement, the client's legal representative or executor may request a refund of fees paid for services not yet performed. Adwise Capital will require a certified copy of the death certificate or a medical certificate confirming incapacity, along with documentation establishing the representative's legal authority to act on behalf of the client or the client's estate. Approved refunds will be paid to the client's estate.
For all refund-related enquiries and requests, please contact us using the details below. To ensure your refund request is processed efficiently, please include "Refund Request" in the subject line of your email:
Adwise Capital Sdn. Bhd. (201801004709 / 1266723-D)
B-05-22A, Block B, Sunway Geo Avenue,
Jalan Lagoon Selatan, Bandar Sunway,
47500 Subang Jaya, Selangor, Malaysia
Email: info@adwise-aw.it.com
Phone: +6019-638 9095
Website: adwise-aw.it.com
Our business hours are Monday to Friday, 9:00 AM to 6:00 PM (Malaysia Time, GMT+8). Refund requests submitted outside of business hours will be processed on the next business day. We are closed on Malaysian public holidays.
Adwise Capital reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. Any changes to this policy will be effective immediately upon posting to this website. The "Last Updated" date at the top of this page will be revised to reflect the date of the most recent amendment.
Clients are encouraged to review this Refund Policy periodically to stay informed of any changes. Continued use of our services following any amendment constitutes acceptance of the revised policy. Where a material change is made that significantly affects a client's refund rights, Adwise Capital will make reasonable efforts to notify existing clients by email or through a notice on the website. Engagements entered into before the effective date of an amendment will be governed by the version of this policy in effect at the time of engagement, unless the client agrees otherwise.
Adwise Capital is committed to resolving refund-related disputes fairly, efficiently, and in good faith:
(a) Direct Negotiation: As a first step, clients who are dissatisfied with the outcome of a refund request are encouraged to escalate their concern to our management team by writing to info@adwise-aw.it.com with the subject line "Refund Dispute — [Your Name]". A senior representative will review the matter independently and respond within ten (10) business days. Many disputes can be resolved at this stage through open and constructive dialogue.
(b) Mediation: If the dispute cannot be resolved through direct negotiation within thirty (30) calendar days, either party may refer the matter to mediation administered by the Malaysian Mediation Centre (MMC) under the auspices of the Bar Council Malaysia. The parties shall agree on a mediator or, failing agreement, request the MMC to appoint a mediator. The costs of mediation shall be shared equally between the parties, unless otherwise agreed.
(c) Arbitration and Courts: If mediation does not result in a resolution, the dispute shall be referred to and finally resolved by arbitration administered by the Asian International Arbitration Centre (AIAC) in accordance with the AIAC Arbitration Rules. The seat of arbitration shall be Kuala Lumpur, Malaysia, and the language of the arbitration shall be English. Alternatively, either party may pursue the matter through the Courts of Malaysia, which shall have exclusive jurisdiction over any disputes arising from or relating to this Refund Policy.