Cancellation and Refund Policy

CANCELLATION AND REFUND POLICY

Thank you for your purchase on our website at https://register.gem.com.my/wholly operated by GEM Consultancy Sdn Bhd (629903-A) and we hope that you are satisfied with your purchase.

 

At GEM Consultancy, we provide the flexibility to our customers and you can request for cancellation of the booking, a refund, or exchange of the date for the purchased training session as per the cancellation and return policy.

For Public Training Programmes

This policy sets out the terms and conditions governing cancellation, rescheduling, and refund requests for all confirmed public training programmes, courses, or workshops (“Programme”).

  1. Notice of Non-Attendance

Participants are required to provide a minimum of five (5) business days’ written notice to the Administrator if they are unable to attend a confirmed programme, training, or course due to emergency circumstances.

 

Non-emergency situations are not eligible for a refund. However, participants may request to:

  • Reschedule the training session (subject to availability), or

  • Exchange to another training programme of equivalent course fee value, subject to the terms below.

2. Refund Eligibility

Refund requests arising from emergency circumstances will be assessed by the Administrator on a case-by-case basis, subject to compliance with this policy and submission of all required supporting documents. Approval of any refund shall be at the Administrator’s discretion.

3. No Refund After Completion

Strictly no refund shall be granted if the participant has:

  • Attended the programme in full,

  • Completed all required assessments, and

  • Received a Certificate of Achievement or confirmation of completion.

4. Cancellation and Refund Conditions

To initiate a refund request, participants must:

  • Submit a written cancellation request at least five (5) business days prior to the programme commencement date; and

  • Provide all relevant supporting documentation for verification.

Where a refund is approved, a thirty percent (30%) cancellation fee will be deducted from the total fees paid to cover administrative and operational costs.

5. Rescheduling or Programme Exchange

Participants may request to reschedule or exchange their enrolment under the following conditions:

  • A ten percent (10%) administrative fee will be charged if the request is made within five (5) business days prior to the programme date.

  • This fee shall be waived if the request is submitted more than five (5) business days in advance.

  • All rescheduling requests are subject to programme availability.

If the new programme selected is:

  • Of lower value: no refund of the fee difference shall be provided.

  • Of higher value: the participant shall be required to pay the difference prior to confirmation.

6. Refund Processing

Approved refund and/or exchange requests will be processed within five (5) to fourteen (14) business days from the date of approval.
Once a refund has been approved, revocation or cancellation of the refund request will not be permitted. Participants will be notified of the outcome via email.

For In-House Training Programmes

This policy sets out the terms and conditions governing cancellation, rescheduling, and refund requests for all confirmed in-house training programmes, courses, or workshops (“Programme”).

  1. Notice of Cancellation

The Client is required to provide a minimum of fourteen (14) business days’ written notice to the Administrator should the Client be unable to proceed with a confirmed Programme, regardless of the reason.

2. Refund Eligibility

All refund requests are subject to the terms outlined in this policy and will be assessed by the Administrator upon receipt of a complete written request and supporting documentation (where applicable). Approval of any refund shall be at the Administrator’s sole discretion and in accordance with this policy.

3. No Refund After Programme Completion

Strictly no refund shall be provided if the Client has:

  • Attended the Programme in full, and
  • Completed all required assessments, and
  • Received a Certificate of Achievement or confirmation of completion.

4. Cancellation Fees

Cancellation fees are applied to cover administrative, trainer engagement, and venue-related costs already incurred.

  • Cancellation within fourteen (14) business days prior to the confirmed Programme date:
    → Thirty percent (30%) of the total fees paid shall be charged as a cancellation fee.
  • Cancellation more than fourteen (14) business days prior to the confirmed Programme date:
    → No cancellation fee shall be charged.

Any balance amount, if applicable, will be refunded in accordance with Clause 7.

5. Rescheduling or Programme Change

The Client may request to reschedule the Programme to a later date (subject to availability) or change to another Programme of equivalent value.

  • A ten percent (10%) administrative fee shall apply if the rescheduling or change request is made within fourteen (14) business days of the Programme date.
  • This fee shall be waived if the request is submitted more than fourteen (14) business days in advance.

If the newly selected Programme is:

  • Of lower value: no refund of the fee difference shall be provided.
  • Of higher value: the Client shall be required to pay the difference prior to confirmation.

6. Non-Transferability

All bookings are non-transferable unless expressly approved in writing by the Administrator.

7. Refund Processing

Approved refunds or exchanges will be processed within five (5) to fourteen (14) business days from the date of approval.
Once a refund has been approved and processed, the request cannot be reversed or cancelled. All notifications will be communicated via email.

How to Submit a Cancellation or Refund Request

All requests must be submitted in writing via email to support@gem.com.my.
Requests made via phone calls, messaging applications, or text messages will not be entertained.

The email must include:

 

  • Name of Company
  • Name of Programme
  • Programme Date
  • Reason for Cancellation or Refund
How to Request Rescheduling or Programme Exchange

All requests must be submitted in writing via email to support@gem.com.my.
Requests made via phone calls, messaging applications, or text messages will not be entertained.

 

  • Name of Company
  • Current Programme Name and Date
  • Requested Programme Name and Date
  • Reason for Rescheduling or Exchange
Enquiries

For any enquiries relating to this policy, please contact us at enquiry@gem.com.my.

Date updated: 13th January 2026

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