Refund Policy

Effective date: July 27, 2026 Last updated: July 27, 2026

This Refund Policy forms part of the KOncierge Terms of Service and governs cancellations, changes, and refunds for everything sold through the Services: concierge access products (day passes, Complete Access, and Lifetime Premium), Credit packs, Plans, Human Concierge Sessions, and tour Bookings (both Marketplace Products sold by independent Guides and KOncierge Travel Products sold by the Company).

Nothing in this Policy limits your mandatory rights under the Act on Consumer Protection in Electronic Commerce of Korea (the "E-Commerce Act"), the Framework Act on Consumers, the Consumer Dispute Resolution Standards (소비자분쟁해결기준), or the consumer protection laws of your place of residence to the extent they mandatorily apply. Where this Policy is more generous than the law, this Policy applies; where the law is more generous, the law applies.

1. Quick Reference

The table is a summary; the full sections below are definitive.

2. Your Statutory Withdrawal Right (청약철회)

2.1. Under the E-Commerce Act, you may withdraw from a distance purchase within 7 days from the date of purchase or the date you receive written confirmation of the contract, whichever is later, and receive a full refund.

2.2. The statutory right does not apply, or applies in modified form, where an exception under the E-Commerce Act exists — most relevantly, where the service has already been performed (in whole, or in part with your express request and acknowledgment) or where performance has begun at your request with your confirmed consent to losing the withdrawal right for the performed portion. For Bookings with a scheduled start date, cancellation terms in Section 6 apply alongside the statutory framework.

2.3. Where you validly exercise the statutory withdrawal right, we refund within 3 business days of (a) your withdrawal notice for services or (b) return of goods where physical goods are involved, and any delay accrues statutory delay interest.

2.4. To exercise the right, contact support (Section 15) with your order details.

3. Credits (Packs and Bonus Credits)

Credit packs are not currently offered for purchase. This Section applies from the date Credit products launch.

3.1. Cooling-off. If you request a refund within 7 days of purchasing a Credit pack and have used none of the Credits from that purchase, we refund the full purchase price.

3.2. After 7 days, or after partial use. We refund the unused portion of paid Credits from the purchase, calculated at the per-Credit price you actually paid, minus a handling deduction of 10% of the refundable amount.

3.3. Not refundable:

• Credits already consumed (for example, delivered Human Sessions);
• Bonus and promotional Credits — including signup bonuses, campaign grants, referral rewards, and the bonus portion of a pack ("pay for 100, get 120" means the 20 are bonus) — which have no purchase price;
• Credits after their stated expiry date, except where mandatory law provides otherwise;
• Credits obtained through fraud or promotion abuse (which may be voided under the Terms of Service).

3.4. Order of consumption protects you. Bonus Credits are always consumed before paid Credits, and Credits closest to expiry are consumed first, so your refundable balance is preserved as long as possible.

3.5. Worked example. You buy a pack: ₩50,000 for 50 paid Credits + 10 bonus Credits. Three weeks later you have used 20 Credits. Consumption order means the 10 bonus Credits were used first, then 10 paid Credits, leaving 40 paid Credits unused. Refund = 40 × ₩1,000 = ₩40,000, minus 10% = ₩36,000.

3.6. Account closure. Before closing your account, you may request a refund of unused paid Credits under this Section. Credits remaining in a closed account without a refund request are extinguished after the statutory limitation period.

3.7. Price changes and campaigns. Refunds are always calculated on the amount you actually paid, not the current list price or the face value of coupons applied.

4. Concierge Access Products and Plans

Currently offered concierge access products are one-time purchases, not subscriptions: day passes (1/3/5/7-day), Complete Access (₩98,000 — a 30-day service window from your chosen start date), and the Lifetime Premium tiers (which do not expire). Nothing renews and nothing is charged on a recurring basis.

An access product can be refunded in full before its service window starts if the service has not been used. Once the window has started or the service has been used, it is non-refundable for the remaining period, subject always to the statutory rights in Section 2. Lifetime Premium tiers are non-refundable once activated; before first use you may request a refund under Section 2. Complete Access purchased before July 27, 2026 was sold with unlimited duration and keeps it.

The numbered clauses below apply to auto-renewing Plans, which are not currently offered; they take effect when Plan products launch.

4.1. Cancel anytime. Cancelling a Plan stops the next renewal; your benefits continue until the end of the current paid cycle. No fee is charged for cancelling.

4.2. Cooling-off per cycle. If you request a refund within 7 days of a charge (initial or renewal) and have used no Plan benefits in that cycle — no Credits from that cycle consumed and no member-only feature used — that charge is refunded in full.

4.3. After use or after 7 days. The current cycle's charge is non-refundable, and any unused Credits granted for that cycle are treated under Section 3 as paid Credits at their effective price where the Plan's pricing attributes a monetary value to them, and otherwise as bonus Credits.

4.4. Our changes. If we materially reduce Plan benefits or discontinue a Plan mid-cycle, you may choose between (a) a pro-rata refund of the remainder of the cycle and (b) migration to the nearest equivalent offering plus a make-good we announce at the time.

4.5. Billing errors. Duplicate charges and amounts charged after a confirmed cancellation are refunded in full, without deduction, upon verification.

5. Human Concierge Sessions

5.1. Undelivered sessions. Credits are deducted only upon delivery. If a requested session cannot be delivered — for example, due to staff unavailability — the reserved Credits are returned to your balance automatically.

5.2. Materially deficient sessions. If a delivered session materially failed to provide the service described — for example, the session ended before substantive assistance was given, or the concierge failed to perform an in-scope task that was confirmed — contact support within 7 days of the session. Where the deficiency is confirmed, you may choose between re-performance of the session at no additional Credit cost and return of the Credits consumed.

5.3. What is not a deficiency. A recommendation you disliked, unavailability of a third-party reservation despite reasonable efforts, or information that was correct when given but later changed, is not a deficiency. Out-of-scope requests declined by the concierge (for example, tasks the service description excludes) do not qualify for Credit return where the session otherwise proceeded.

5.4. AI chat. AI chat is free and consumes no Credits, so no refunds arise from it.

6. Tour Bookings — Cancellation by the Traveler

6.1 Who is your seller

• Marketplace Products: the Guide is the seller. However, you always request and receive refunds from KOncierge through the platform — never from the Guide directly. We process eligible refunds to you first under this Policy and settle separately with the Guide afterwards, so a disagreement between the platform and a Guide never delays money owed to you.
• KOncierge Travel Products: the Company is the seller and refunds you directly.

The product page identifies the seller and, where applicable, a product-specific cancellation policy. A product-specific policy displayed before purchase prevails over the default schedule below, except that it cannot reduce your mandatory statutory rights.

6.2 Default cancellation schedule

Where no product-specific policy applies, refunds of the tour price for traveler-initiated cancellations are:

Notice time is measured from when your cancellation request is received through the Services (web, LINE, or WhatsApp), in Korea Standard Time.

6.3 Non-recoverable third-party costs

Where a product includes components with stricter third-party terms — pre-purchased tickets, reserved venues, chartered vehicles — those components may be non-refundable or partially refundable only if this was disclosed on the product page before purchase. Disclosed non-recoverable costs are deducted from the refundable amount; everything else follows Section 6.2.

Custom tours. For a Booking formed on an accepted custom proposal, the schedule in Section 6.2 applies to the total price in the proposal, and any itemized preparation costs the proposal disclosed as non-recoverable (for example, reservations made specifically for your itinerary) are treated as disclosed third-party costs under this Section.

6.4 Late arrival, early departure, and partial use

Arriving late (after any stated grace period), leaving a tour early by your own choice, or not using included components does not create a right to a partial refund, because the service was held and delivered for you. If your late arrival was caused by the Guide or the Company (for example, a wrong meeting point communicated by us), Section 7 applies instead.

6.5 Changes and rescheduling

Requests to change the date, time, options, or participant count are accommodated free of charge, subject to availability, if made before the start of the 70% band in Section 6.2 (that is, with 7+ days' notice under the default schedule). Later change requests are treated as a cancellation of the original Booking under Section 6.2 plus a new Booking at current availability and pricing. One free reschedule may be offered at the seller's discretion even within the fee bands.

6.6 Group bookings

For Bookings of 10 or more participants, product pages may state modified cancellation terms (longer notice periods, deposits). Reducing the participant count is treated as a partial cancellation: the schedule in Section 6.2 applies to the cancelled seats.

7. Cancellation by the Guide or the Company

7.1. If a Booking is cancelled by the Guide or by the Company for reasons not attributable to you — including failure to reach a stated minimum group size, Guide illness, or operational failure — you always receive a 100% refund of everything you paid for the Booking, in money and Credits, regardless of timing.

7.2. We will additionally make reasonable efforts to offer you re-matching with a comparable Guide, date, or product at no extra platform cost; any price difference for a more expensive alternative you choose is payable by you, and a cheaper alternative results in a difference refund.

7.3. Where the cancellation is attributable to the seller's fault and occurs close to the start date, you may be entitled to additional compensation in accordance with the Consumer Dispute Resolution Standards, which we apply through the platform (for Marketplace Products, funded by the responsible Guide under the Guide agreement).

7.4. Material changes. If the seller materially changes a confirmed Booking — a different date, a substantially different itinerary, a change of Guide for a product sold on the identity of a specific Guide — you may accept the change, or cancel with a 100% refund as if cancelled by the seller.

8. Weather, Safety, and Force Majeure

8.1. If a tour cannot proceed safely or lawfully due to events beyond anyone's control — typhoon or heavy-rain/heavy-snow warnings issued by the Korea Meteorological Administration for the relevant area and time, natural disaster, fire, public-authority closure or restriction, civil disturbance, epidemic-related government measures, or comparable events — you may choose between:

• a 100% refund of the Booking, or
• free rescheduling to a mutually agreed date, or
• where only part of the tour is affected, a pro-rata refund for the affected components plus delivery of the rest.

8.2. Ordinary weather that does not prevent safe operation — rain, heat, cold, cloudy skies over a view — is not force majeure, and Section 6 applies to cancellations you choose to make because of it. Where a product is explicitly weather-dependent (for example, an outdoor activity that cannot run in rain), the product page states the operative rule, which prevails.

8.3. The decision that a tour cannot proceed safely is made by the seller in good faith, based on official warnings and site conditions, and communicated to you as early as practicable.

9. Illness, Emergencies, and Other Exceptional Circumstances

9.1. If you must cancel due to a serious medical emergency, hospitalization, bereavement in your immediate family, denied boarding/flight cancellation, or visa refusal, contact support as soon as possible with reasonable documentation (for example, a medical certificate or airline notice). In these cases we will, at minimum, waive fees where the law so provides, and otherwise work with the seller toward a goodwill outcome — typically free rescheduling or a refund beyond the schedule in Section 6.2. Goodwill remedies are assessed case by case and are not a guarantee.

9.2. Travel insurance remains your primary protection for trip disruption. We strongly recommend purchasing insurance that covers cancellation, medical care, and evacuation.

10. Refunds Involving Coupons, Discounts, and Mixed Payment

10.1. Refunds are calculated on the amount you actually paid after discounts. Coupons and discount codes are not converted to cash; an expired coupon consumed by a cancelled order is reinstated only where the cancellation was attributable to the seller or the coupon's terms so provide.

10.2. Where you paid with a combination of money and Credits, refunds are returned proportionally to each method: the money portion to your original payment method, and the Credit portion to your Credit balance (bonus Credits are reinstated as bonus Credits with their original expiry).

10.3. Where a refund is due and you prefer it, you may opt to receive the money portion as Credits of equal value for faster availability; this choice is yours and never a condition of the refund.

11. How Refunds Are Processed

11.1. How to request. Contact support via email, web chat, LINE, or WhatsApp with your order number and reason. Requests are timestamped on receipt.

11.2. Review. We confirm eligibility and the refund amount within 3 business days of a complete request. We may ask for documentation where a policy exception (Sections 8–9) is claimed.

11.3. Payment. Approved refunds are issued to the original payment method within 3 business days of approval. After we instruct the payment provider, the time for the money to reach you depends on the provider: card refunds typically appear within 3–10 business days depending on the issuer and billing cycle; PayPal refunds typically within a few business days.

11.4. Currency and FX. Refunds are made in the original transaction currency (normally KRW) for the KRW amount charged. If you paid with a non-KRW card or wallet, your provider converts the refund at its own rate; differences from the rate at purchase, and any foreign transaction fees the provider charged, are outside our control and are not compensated.

11.5. Unreachable payment methods. If a refund to the original method fails (expired card, closed account), we will contact you to arrange an alternative lawful method, such as bank transfer.

11.6. Receipts and taxes. Where a refund changes a previously issued tax receipt or cash receipt, we issue the corrective documents required by Korean tax law.

12. Abuse of This Policy

We monitor refund patterns to keep the policy fair. Repeated no-show claims, serial cooling-off purchases evidently made to consume services without payment, falsified documentation, or chargeback abuse may result in refusal of non-statutory goodwill remedies, account measures under the Terms of Service, and recovery of amounts obtained by fraud. Your statutory rights are never affected by this Section.

13. Chargebacks

If you dispute a charge directly with your card issuer or PayPal without contacting us first, the payment provider's process freezes the transaction, which usually takes far longer than our refund process. We may suspend the associated account features while a chargeback is investigated and will provide the provider with transaction evidence. Please contact support first — verified issues are almost always resolved faster through this Policy.

14. Dispute Resolution

If you disagree with a refund decision, you may escalate within support for a second review by a different staff member. You may also, at any time, apply for mediation with the Korea Consumer Agency (kca.go.kr, call center 1372, international +82-43-880-5500), the Electronic Commerce Dispute Mediation Committee, or a consumer body in your own jurisdiction where it has competence. Nothing in this Policy limits your right to bring a claim in court as set out in the Terms of Service.

15. Contact

• Email: partnership@koncierge.co.kr
• Web chat: via your account on koncierge.kr
• WhatsApp: +82 70-4768-5412
• LINE: https://lin.ee/18ME8a3I
• Support hours: 12:00–21:00 KST; requests received outside hours are timestamped on receipt and handled the next business day.