Terms and conditions

2. When these terms apply

These terms apply when you visit this website, start an application, place an order, pay for a service, contact support, or use information sent by TopTravelVisa.

By placing an order, you confirm that you have read these terms and that you agree to them. If you order for another traveler, you confirm that you have permission to provide that traveler's personal data and travel details.

3. Your order

An order starts when you submit the application form and complete payment. We may send an order confirmation, payment confirmation, application update, or delivery email to the email address you provide.

We may refuse, pause, or cancel an order if information is missing, clearly incorrect, suspicious, unlawful, abusive, or outside the service we offer. If that happens, we will contact you when possible.

4. Your responsibilities

You remain responsible for your trip, your documents, and the information you send to us. This includes each traveler in your order.

• You provide accurate, complete, and truthful information.
• You check that passport details match the passport used for travel.
• You check travel dates, flight details, accommodation details, email address, and nationality before payment.
• You submit your information within the official allowed time window before arrival.
• You make sure every traveler meets the entry rules set by Malaysian immigration authorities.
• You check whether you also need a visa, return ticket, onward ticket, proof of funds, health document, or other document.
• You read all emails from TopTravelVisa and reply quickly if we ask for missing or unclear information.

5. What we can and cannot guarantee

We review your submitted information for common errors and process the order based on the details you provide. We aim to catch obvious mistakes, but we cannot guarantee that every error will be found.

We cannot guarantee approval, acceptance by any official system, permission to board a flight, or entry into Malaysia. Airlines, immigration officers, border authorities, and government systems make their own decisions.

Government rules, official forms, technical systems, and processing times can change without notice. We work with the information available at the time of processing.

6. Price and payment

The service fee is shown in the checkout before payment. The fee covers TopTravelVisa online administrative assistance and support. It does not cover travel products. It also does not mean that the official government process itself charges the same fee.

You pay before we start processing your order. Our payment provider handles the payment. TopTravelVisa does not store your full card details or online banking credentials.

Prices may be shown in more than one currency. If your bank, card issuer, or payment provider applies currency conversion, exchange costs, or extra fees, those costs are outside our control.

7. Delivery

Delivery is by email. Delivery time usually takes between 30 minutes and 2 hours. In exceptions, it can take 12 to 24 hours.

Timing can depend on Malaysian immigration systems, submitted information, manual checks, payment status, email delivery, and third-party technical systems. Check your spam folder if you do not see our email.

You are responsible for entering an email address you can access. If you enter the wrong email address, delivery may be delayed or impossible until you contact us with enough information to verify the order.

8. Changes, mistakes, and corrections

Contact us immediately if you spot a mistake after payment. We can only correct information if processing has not reached a stage where correction is no longer possible.

If the mistake came from the information you provided, extra work or a new application may be needed. If the mistake came from our team during processing, we will try to correct it at no extra service fee.

9. Cancellation policy

Our service starts shortly after payment. When you place an order, you ask TopTravelVisa to begin the service immediately after payment.

If you want to cancel before processing has started, contact us immediately through the contact form. We review the request based on the order status at that moment.

Once we have started processing your application details, checked your information, contacted you about the order, or submitted your information, cancellation may no longer be possible.

10. Right of withdrawal for EU consumers

If you are a consumer in the European Union, you may have a 14-day right of withdrawal for online purchases. For service contracts, EU consumer law allows that right to end once the service has been fully performed, if you gave clear prior consent for immediate performance and acknowledged that you would lose your withdrawal right after completion.

TopTravelVisa is a fast travel document assistance service. You order and pay online. After payment, you ask us to start immediately. We then check your details, prepare the MDAC information, and submit it for you. This often happens the same day or the next day.

Once we have submitted your MDAC information, the service has in practice been completed. At that point, your 14-day withdrawal right ends because you expressly asked us to start immediately and confirmed before payment that you understood this consequence.

If the service has already started but has not yet been fully performed, any refund may be reduced to reflect the work already done. Before payment, you confirm that you understand this cancellation and withdrawal rule.

11. Refund policy

A full refund is available in limited cases only. We review each refund request based on the order status, the information provided, and the reason for the request.

11.1 When a refund can be issued

If your application is rejected due to a direct error made by our team during data entry or submission, and we cannot correct it in time, you are eligible for a full refund of the TopTravelVisa service fee.

If you cancel before any processing has started, we may issue a refund after checking the order status.

11.2 When a refund cannot be issued

We cannot issue a refund in these cases:

• User error. You entered incorrect, incomplete, outdated, or false information.
• Late order. You ordered too close to travel and there is not enough time to process, correct, or resend information.
• Change of plans. You cancel or change your trip after we have started or completed the service.
• Duplicate order. You placed more than one order by mistake and we have already started or completed the service.
• No email access. You cannot access the email address you entered or you missed an email from us.
• Government or airline decision. An authority, airline, airport, or official system refuses, delays, rejects, or questions your travel document or entry.
• Force majeure. Delays or failures happen because of events outside our control.

11.3 How to request a refund

To request a refund, contact us through the contact form. Include your full name, the email address used for the application, your order reference number, and the reason for your request.

We review refund requests within 3 to 5 business days. If approved, the refund is issued to the original payment method within 72 hours. Your bank or card provider may need extra time to show the refund on your statement.

12. Government decisions and border checks

The Malaysia Digital Arrival Card is an arrival card registration process. It is not a visa in most cases. Approval, confirmation, or delivery of an arrival card does not guarantee boarding, transit, or entry.

Immigration officers and airline staff may ask for extra documents or deny travel based on official rules. You remain responsible for checking passport validity, visa status, onward travel rules, health rules, and any airline requirements before departure.

13. Chargebacks, fraud checks, and misuse

If you believe a payment problem occurred, contact us first so we can check the order. Unfounded chargebacks after service delivery may lead to suspension of support for that order and recovery of chargeback costs where allowed by law.

We may run fraud, abuse, and security checks. We may refuse or cancel orders that appear fraudulent, abusive, unlawful, or connected to false documents or false information.

14. Acceptable use

You may not use this website or our service to:

• submit false, stolen, misleading, or unauthorized personal data;
• impersonate another person without permission;
• attempt to disrupt, scrape, overload, reverse engineer, or misuse the website;
• use the service for unlawful travel, fraud, or document abuse;
• send threats, abusive messages, or spam to our support channels.

15. Liability

TopTravelVisa provides assistance based on the information you provide and the official systems available at the time. We are not liable for losses caused by incorrect information from you, late orders, email issues, airline decisions, border decisions, government system changes, third-party downtime, or travel disruption.

To the fullest extent allowed by law, our total liability for a paid order is limited to the amount you paid to TopTravelVisa for that order. Nothing in these terms limits liability where the law does not allow such a limit.

16. Force majeure

We are not responsible for delay or failure caused by events outside our control. Examples include government system downtime, payment provider problems, internet outages, email delivery issues, airline disruption, strikes, border closures, natural disasters, war, cyber incidents, or changes in official rules.

17. Intellectual property

The website, text, layout, brand elements, and service materials belong to TopTravelVisa or its licensors. You may use them for your own order only. You may not copy, resell, scrape, or reuse them for a competing service without written permission.

18. Privacy

We process personal data to provide the service, handle support, process payments, prevent fraud, and meet legal obligations. Read the privacy notice for details.

19. Complaints

If you have a complaint, contact us through the contact form. Include your order reference, email address, and a clear description of the issue.

We aim to respond within 3 to 5 business days. Some cases need more time, especially when we need to check payment records, email logs, or official submission status.

20. Governing law and disputes

These terms are governed by Dutch law. If a dispute cannot be solved through support, it may be submitted to the competent court in the Netherlands, unless mandatory consumer law gives you another right.

21. Changes to these terms

We may update these terms when our service, payment flow, legal details, or legal requirements change. The latest version is published on this page. The version shown at the time of your order applies to that order, unless a change is needed by law.

22. Business details

TopTravelVisa is a registered trade name of RoibyRoy.

Trade name

TopTravelVisa

Legal owner

RoibyRoy

Chamber of Commerce

42062914

VAT number

NL005467146B76

Address

RoibyRoy, Puntmos 24, 3994 KV Houten, The Netherlands

Email

support@toptravelvisa.com

Phone

No phone support is offered. Contact goes via our contact form or email.

23. Contact

For legal, cancellation, refund, privacy, or order questions, contact us through the contact form or by email at support@toptravelvisa.com.