All cancellation or refund requests are handled on a case by case basis by the relevant insurance agency. The agency reserves the right to make an investigation and the duration of refund may vary for refund requests, if approved and paid. All refunds are at the discretion of the insurer and the insurance agency will inform the user if his request is approved or not via email/sms/WhatsApp message.

There’s a processing fee not exceeding RM5 (unless notified otherwise) upon any order cancellation in accordance to the policy. ALVA reserves the right to impose administrative charges on any refund requests by the user to the insurance agency. If you feel you were incorrectly charged a processing fee, you may contact ALVA via the Help Centre on the site for assistance.

You represent and warrant that you have not been blacklisted or suspended by any regulator or authority (including Bank Negara, Securities Commission, Companies Commission of Malaysia etc,) or underwriter, insurer, agent or broker. Failure to inform the same to the insurance agent may result in rejection of any refund request, amongst others, and a suspension and/or ban on using the site.

From time to time, marketing and promotional campaigns which offer voucher codes, discounts, subscription plans or other promotional offers may be available on the site (“Vouchers”). Vouchers are subject to validity periods, redemption periods, limits and/or availability. Vouchers may not be valid when used in conjunction with other promotions, discounts or other vouchers. Additional terms and conditions may apply to Vouchers. Unless otherwise stated, Vouchers can only be used on the site. Vouchers are non-transferable, non-exchangeable and non-refundable and cannot be exchanged for cash. ALVA reserves the right to withdraw, amend and/or alter any part of the terms and conditions of the promotions and subscriptions at any time, and ALVA shall take reasonable efforts to notify via the site, at any time, whether before, during or after such promotion. ALVA reserves the right to void, discontinue or disqualify any user from any such promotion if the user breaches any of these Terms or the terms of the Vouchers.

Refund Policy

Once your cancellation or refund requests is approved, the refund will be credited into your bank account via online bank transfer, which should be posted within 14 working days.

Shipping Address

We will only ship to addresses provided in the billing address or shipment address provided during your purchase.

Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses. We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.

All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.

Change In Shipping Address

If you have any request for change of shipping address, please email us at insurance@alva.com.my within 12 hours upon your order submission.

If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

Shipping Time

It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.

Tracking Number

Once goods is picked up by our shipping partner, the tracking ID for the package will be available. Any communication is to be via email/sms/WhatsApp message.

For non-tangible products or services, confirmation of order and receipt will be communicated via email/sms/WhatsApp message. Proof of purchase, invoice or delivery order will be available.

We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.