Refund Policy

Language of this policy

This English text is a translation provided for convenience. Where it conflicts with the Korean version, the Korean version prevails — except where mandatory consumer law in your country of residence provides otherwise.

1. Principles

1. This policy sets the refund rules for paid passes, subscriptions and Cheese purchases on Cheese board. It applies together with the Terms of Service.
2. Korean-won one-off payments are processed by Toss Payments and overseas automatically renewing subscriptions by Paddle acting as Merchant of Record. Refunds are executed through whichever provider took the original payment.
3. For overseas subscriptions Paddle is the seller of record and therefore the party to the sale. Refunds are handled under whichever of Paddle's buyer terms and this policy is more favourable to you, and you may ask either us or Paddle.
4. Cheese is a consumable usage credit with no cash value. Cheese that has been used is not refunded.
5. Where the user could not use the Service because of the Company, the user is refunded without any cancellation fee.
6. This policy does not limit the rights you have as a consumer under the law of your country of residence. Where that law is more favourable, it prevails.

2. Cooling-off

1. You may withdraw without giving a reason within the period below. What can be withdrawn is set out under "What you can withdraw".

What you can withdraw

Cheese is deducted unit by unit, which makes it divisible digital content. So even if you have already spent some, the part you have not used remains withdrawable (proviso to article 17(2)5 of the Act on Consumer Protection in Electronic Commerce).

1. The Company discloses at checkout which part is not withdrawable and why, and obtains your acknowledgement. Where that disclosure and acknowledgement have not been given, the Company does not assert the restriction (article 17(6) of the same Act).

3. Cancelling a pass or subscription

1) One-month pass · monthly subscription

2) Annual pass · annual subscription (mid-term settlement)

Passes longer than one month and annual subscriptions are continuing transactions under the Korean Door-to-Door Sales Act, so you may cancel at any time and be refunded for the remaining term.

Refund = amount paid − (months used × standard monthly price) − cancellation fee

• The month in which you cancel counts as a full month used.
• Deduction is calculated at the standard monthly price; the discount given for paying annually does not survive mid-term cancellation.
• The cancellation fee never exceeds 10% of the balance after that deduction, and is not charged where cancellation is due to the Company.
• If the calculation comes to zero or less, there is nothing to refund.

Example — an annual pass cancelled after three months: take the amount paid, subtract three months at the standard monthly price, then deduct up to 10% of that balance as the cancellation fee. The remainder is refunded.

3) Changing tier

4. Refunding Cheese

1) Subscription cheese

Cheese included in a pass or subscription and reset monthly is not refunded separately. Refunds of the fee itself follow sections 2 and 3.

2) Purchased cheese (top-up)

3) Complimentary cheese

Cheese you did not pay for — sign-up bonus, promotions, support goodwill — is not refundable and expires when the pass ends or the account is closed.

4) Expiry notice

The Company gives notice of upcoming expiry and of the remaining balance at least 30 days in advance, using at least two methods — in-service notification and email.

5) Cheese consumed through our fault

Where a system fault, error or missing result meant you did not receive what you paid for, the Cheese consumed is returned in full. Where returning it is not possible, the equivalent amount is refunded.

5. Payments by minors

Where a minor under 19 pays without the consent of a legal guardian, the minor or the guardian may cancel the payment and request a refund (article 5 of the Korean Civil Act). After verifying the guardian relationship and the payment, the Company handles it as required by law, including amounts already used. Cancellation may be restricted where the minor paid within the scope of property the guardian permitted them to dispose of, or used deception to appear to be an adult.

6. Service shutdown or material change

If the Company discontinues the Service or makes a material change unfavourable to users, it gives 30 days' notice and refunds the unused remainder without any cancellation fee. Purchased Cheese still within its validity period is also refunded for the unused balance.

7. When a refund is not available

1. Cheese already used, and the corresponding part of the payment.
2. Cheese that has expired.
3. Cheese or benefits granted without payment — promotions, complimentary grants, administrator grants.
4. The remainder of a one-month pass or monthly subscription after the cooling-off period (section 3.1).
5. Accounts restricted for a material breach of the Terms.
6. Repeated abusive refund requests or chargebacks.

Even in cases 5 and 6 the Company decides only after hearing the user's explanation and establishing the facts, and does not restrict rights conferred by law.

8. How refunds are processed, and by when

Send refund requests to [email protected] with the email address used for payment, the order or payment details and the reason.

1) Refunds on withdrawal (section 2)

1. The Company refunds the amount received within 3 business days of the withdrawal notice.
2. Where you paid by card, the Company asks the payment provider or card issuer to stop or cancel the charge within the same period.
3. If the Company delays a refund without proper grounds, it pays the statutory late interest of 15% per annum for the period of delay under the Act on Consumer Protection in Electronic Commerce and its decree.

2) Other refunds (mid-term settlement, unused Cheese)

1. The Company replies within 3 business days of receipt, confirming the request or asking for anything further it needs.
2. Where no further checks are needed, it gives the outcome and processes the refund within 7 business days of receipt.

3) In all cases

1. Refunds go back through the provider that took the original payment, to the original payment method. When the money actually appears on the card or account depends on that provider, the card issuer and the bank.
2. Where a refund is refused the Company gives specific reasons. You may object, and may apply for mediation to the Korea Consumer Agency (1372) or the Electronic Commerce Mediation Committee.
3. Paid entitlements are withdrawn and the tier reverts to Free only where the pass or subscription fee is refunded in full. Refunding part of a Cheese balance leaves your tier and pass untouched.

9. Chargebacks

1. If you want a refund, contacting us first is usually faster than filing a chargeback.
2. Where a chargeback without proper grounds is established, the Company may restrict or freeze the account's paid entitlements and Cheese.
3. Frozen Cheese is marked as frozen rather than deleted, and you may ask for it to be released by explaining the circumstances.
4. The Company may submit usage records and other necessary evidence to the payment provider while a chargeback is being handled.

10. Region-specific provisions

1) European Economic Area and United Kingdom

• The Company does not currently offer paid services to residents of the European Economic Area or the United Kingdom. What follows applies if we begin offering them.
• Consumers may withdraw within 14 days of the contract without giving a reason.
• The right is lost where, before the withdrawal period ends, the consumer expressly consented to the supply of digital content beginning and acknowledged losing the right, and use then started (EU Consumer Rights Directive, art. 16(m)).
• Where the Service does not conform to the contract, you may require it to be brought into conformity, or seek a price reduction or termination.

2) Republic of Korea

• The 7-day right of withdrawal under the Act on Consumer Protection in Electronic Commerce applies.
• Passes longer than one month are continuing transactions and may be cancelled at any time (section 3.2).

3) United States

• For automatically renewing subscriptions the Company provides clear pre-purchase disclosure, obtains consent and provides an immediate online cancellation method, and sends the renewal reminders required by state automatic renewal laws such as California's.

11. Contact

Refund and payment enquiries: [email protected]