6. Cancelling and refunds
Cancel at any time where you subscribed. Withdrawal and refunds follow the rights the law gives you and the rules in this section. In Korea you can withdraw within 7 days as the law provides.
6.1 You can cancel at any time where you subscribed: in your account page at /account/billing/ for website subscriptions, or in your Apple or Google account's subscription settings for subscriptions bought in the app. On our website, cancelling takes no more steps than subscribing did; in the app stores, Apple's or Google's own cancellation screens apply.
6.2 Withdrawal and refunds follow the rights the law gives you and the rules in this section.
(a) Withdrawal in Korea: you may withdraw from a website subscription within 7 days from the day you receive the order confirmation email setting out the contract, or from the day supply of the service starts if that is later. Where the law sets a different start or period, for example because the contract terms were not provided in writing, that start and period apply. Once supply of a service or digital content has started, withdrawal may be limited to the extent the conditions in the law are met. That limit does not apply to any divisible part of the service or digital content whose supply has not started. If the service is not supplied as displayed, advertised or contracted, you may withdraw under the law within 3 months of supply, or within 30 days of the day you learned or could have learned of it. A refund on withdrawal is not reduced by a flat per-day amount merely because you used the service; any deduction is limited to what the law allows. Where these terms give a more favourable refund than the law, that applies. No fee is charged on refunds in this period.
(b) Purchases through Polar: refunds follow Polar's checkout buyer terms and
the refund policy shown at checkout, together with the rights the law gives
you. You may send the request to us and we will pass it to Polar. Billing questions about a purchase through Polar can also go to Polar's support ([email protected]) or the Polar customer portal linked from your receipt.
6.3 After the withdrawal period in 6.2(a):
(a) Cancelling renewal: cancelling stops the next renewal, and you keep access until the end of the period you have paid for. For a refund of the rest of the period, monthly website subscriptions follow 6.10 and yearly website subscriptions follow (b). App-store subscriptions follow 6.6.
(b) Early-termination refund for a yearly Personal website subscription: access ends on the day you ask, and we refund the unused days pro rata (the refund base), less the refund fee in 6.11.
(c) Business subscriptions: cancellation and refunds follow the order form and the law; credit refunds follow 6.8.
6.4 Outages. If the relay is unavailable through our fault for more than 4 hours in a day, counted from when you report it to us, we extend your paid period by three times the outage time. If such outages add up to more than 72 hours in a calendar month, you may end the subscription and we refund the unused period. For an outage caused by events outside our reasonable control we extend your paid period by the outage time only. This does not limit rights the law gives you.
6.5 Refunds go back to the payment method you used: through Toss Payments for a purchase from us, and through Polar for a purchase through Polar. Refunds the law requires are made within the period the law sets (for Korean consumers, 3 business days from your withdrawal), and other refunds under this section within 10 business days of your request. For a purchase through Polar, we submit your refund to Polar within 2 business days, and Polar returns it under its own process. These 2 business days are our deadline to submit the request to Polar; the refund deadlines above still apply.
6.6 Subscriptions bought in the app:
(a) Apple: refunds are requested from Apple and follow Apple's policy; we
cannot issue an Apple refund ourselves.
(b) Google Play: you can ask Google or us; we can refund Google Play purchases
directly.
(c) 6.4 applies to in-app subscriptions too.
6.7 Nothing in this section limits withdrawal or refund rights that consumer law gives you.
6.8 Credits (5.8) are refunded under this clause.
(a) In Korea, the ordinary withdrawal period is seven days after receiving the written contract information; a later start of supply and other statutory circumstances may change that period. If you ask within that period, we refund the unused portion at purchase price × unused GB ÷ purchased GB, with no fee.
(b) After that period, we still refund unused credit on request, calculated the same way, less the fee in 6.11.
(c) If you delete your account or we close it for inactivity (7.3), we refund your unused credit calculated the same way: less the fee in 6.11 if you deleted the account, and with no fee if we closed it for inactivity.
(d) The part already used is not refunded except where required by law or these terms (for example where it was not supplied as described or contracted).
(e) Refunds the law requires are made within 3 business days of your withdrawal, and other refunds within 10 business days of your request, to the payment method you used. If a card payment can no longer be cancelled, we refund through the payment provider's own refund method where one exists. If there is none, we tell you the amount and transfer it to an account you send us once, for that refund only. We do not store that account information with your account and delete it as soon as the transfer is made.
(f) Credits bought through Apple or Google are processed through that store's payment and refund system. Refunds of Apple purchases are requested through Apple's process; we provide the instructions and relevant purchase information. Giving those instructions does not complete a refund. Account deletion does not waive an unresolved refund or statutory claim, and email support remains available afterwards. Google Play refunds may be requested from Google or us; a refund we issue is also made through Google Play. When a credit is refunded, its unused part is removed from your balance.
6.9 When a refund ends all or part of a purchase, we remove the access and unused transfer allowance that belong to the refunded part of that purchase. Access and allowance from your other purchases are unaffected. Data already transferred cannot be recovered, but a refund or payment reversal alone never leads to an automatic extra charge or a deduction from another purchase or from a later month's included allowance. Asking for a refund does not by itself end access; if you ask for immediate termination, the stated end time applies. Your statutory withdrawal and refund rights are not limited.
6.10 Early-termination refund. After the withdrawal period in 6.2(a), you can still ask to end a monthly Personal website subscription early and get a refund for the rest of the period. Access ends when you ask, and we refund the following amount, less the fee in 6.11:
amount paid − the larger of (a) and (b)
(a) amount paid × the share of that billing period already passed
(b) GB of that period's included transfer already used × ₩220 per GB (USD 0.13 per GB outside Korea)
Example: you paid ₩16,900, 10 of 30 days have passed and you used 6 GB. (a) is ₩5,633 and (b) is ₩1,320, so we deduct the larger, ₩5,633, leaving ₩11,267, and after the fee of ₩1,126 we refund ₩10,141.
The per-GB rate is also shown on the pricing page, and we give notice under section 13 before changing it. This refund does not reduce any withdrawal or refund right the law gives you, and where the law requires a larger refund, that applies. App-store subscriptions follow 6.6.
6.11 For refunds after the withdrawal period in 6.2(a) that you request or that follow your account deletion (6.3(b), 6.8(b) and (c), 6.10), we deduct a refund fee to cover refund costs such as payment processing. The fee is 10 % of the refund base calculated under the applicable clause before any refund fee, rounded down to the won or cent. We apply it once per refund, including annual subscriptions under 6.3(b). There is no minimum fee. The exemptions and statutory limits in this clause take priority. No fee is charged on: refunds within the withdrawal period; supply that was not as described or contracted, or our fault; outage refunds (6.4); accounts we close for inactivity; or wherever the law does not allow a deduction.
6.12 You can see the refund amount in your account page and request it there; we refund the confirmed amount to the payment method you used. If you have requested 3 or more refunds in the last 12 months (viewing a refund amount, duplicate submissions of the same request and ordinary enquiries do not count), the owner reviews the request before it is processed, but the review never takes a refund past the deadline the law sets (3 business days for a withdrawal), and a refund is never refused for the number of refunds alone. If you disagree with the amount, you can object at [email protected], or apply for mediation to the Korea Consumer Agency or the Electronic Document and Electronic Commerce Mediation Committee (17.2).