3. CANCELLATION AND REFUND POLICY

3.1 Refund Eligibility

3.1.1 Full Refund You may request a full refund within seven (7) days of payment if no credits granted by that payment have been used.

3.1.2 No Refund if Credits Used No refund is available if any credits granted by that payment have been used. This is disclosed to you and agreed to before payment.

3.1.3 Refund Criteria by Payment Type

  • Initial subscription payment: within 7 days of payment and no credits used → full refund
  • Subscription renewal: within 7 days of renewal and no renewal credits used → full refund of that renewal payment
  • Upgrade payment: within 7 days of payment and no new plan credits used → full refund of the upgrade payment
  • Credit pack: within 7 days of payment and no credits used → full refund

3.1.4 Credits Upon Refund Upon refund, only the credits granted by the refunded payment are revoked. Previously rolled-over credits remain in your account.

3.1.5 No Refund Refunds are NOT available if:

  • More than 7 days have passed since payment
  • Any credits granted by that payment have been used
  • Your account has been terminated for Terms of Service violations

3.1.6 Service Outages and Generation Failures Credits lost due to service outages or generation failures are automatically restored and are not eligible for payment refunds.

3.2 Refund Process

3.2.1 How to Request a Refund

  • Email: cubeberry@cuberry.kr
  • Phone: +82-70-8095-2302 (Monday-Friday 10:00-17:00 KST)
  • Required Information:
    • Your account email address
    • Order/transaction number
    • Payment date
    • Reason for refund request

3.2.2 Refund Processing All refunds are processed as cancellations to the original payment method through our payment processors. We will review your request within 2-3 business days. Upon approval, expect 7-14 business days for funds to appear in your account.

3.3 Failed Payments

3.3.1 Common Reasons for Payment Failure

  • Insufficient funds or credit limit reached
  • Card expired or invalid
  • International transaction blocked by your bank
  • Incorrect billing address or CVV code
  • Card issuer's fraud prevention system triggered

3.3.2 What To Do Check with your card issuer to ensure international transactions are enabled, sufficient funds are available, and your card is not expired. Verify your billing information is correct. If issues persist, try a different payment method or contact us at cubeberry@cuberry.kr.

3.3.3 Contact Information for Payment Issues

  • Technical Issues (Payment Gateway Not Loading): Contact cubeberry@cuberry.kr. We will facilitate communication with PortOne on your behalf.
  • Transaction Declined / Authorization Issues: Contact cubeberry@cuberry.kr. We will work with our payment processors (PortOne, Eximbay) to investigate.
  • Card Issuer Questions: Contact your bank or credit card company directly.

3.4 Chargebacks and Disputes

Before initiating a chargeback, please contact us at cubeberry@cuberry.kr. We can often resolve issues more quickly than the chargeback process.

If a chargeback is found to be unjustified, your account may be permanently terminated and you may be liable for chargeback fees ($15-$100 per incident).

3.5 Contact Information

Refund and Cancellation Inquiries:

  • Email: cubeberry@cuberry.kr
  • Phone: +82-70-8095-2302
  • Hours: Monday-Friday 10:00-17:00 KST (Lunch 12:00-13:00)

When Contacting Us, Please Include:

  • Your account email
  • Order/transaction number
  • Date of payment
  • Detailed description of your issue