3. CANCELLATION AND REFUND POLICY

3.1 Refund Eligibility

3.1.1 Seven-Day Refund Window You may request a full refund within seven (7) days of your initial subscription payment or renewal payment, provided:

You have not used any credits from the current billing period
You have not accessed or downloaded any premium content
You have not engaged substantively with the Service

3.1.2 Exceptions to Refund Eligibility Refunds are NOT available if:

More than 7 days have passed since payment
You have used any credits (even partially)
You have created or downloaded content using the Service
Your account has been terminated for Terms of Service violations

3.2 Refund Process

3.2.1 How to Request a Refund

Email: mattew@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

Method:
All refunds are processed as credit card/debit card reversals through Eximbay
Refunds are issued to the original payment method used
We do not store full credit card information - refunds are processed through payment gateway records
Timeline:
We will review your request within 2-3 business days
Upon approval, refund is initiated immediately with Eximbay
Eximbay processing: 3-5 business days for payment gateway processing
Card issuer processing: Credit card refunds typically appear within 5-10 business days depending on your card issuer
International transactions may take up to 14 business days due to Eximbay's international settlement cycle
Total timeline: Expect 7-14 business days from approval to funds appearing in your account
Important Notes:
Refund timeline depends on Eximbay's settlement schedule with card networks
Weekends and holidays may extend processing time
Some banks may take longer to post refunds to your account
Notification:
You will receive an email confirmation when your refund is approved
You will receive another email when the refund is initiated with Eximbay
Check your card statement after the expected timeline

3.3 Partial Refunds

Policy: We do not offer partial refunds for:
Unused credits within a billing period
Unused days remaining in your subscription
Plan downgrades during a billing period
Reason: XConda operates on a monthly subscription model. Credits and access are provided for the entire billing period regardless of usage.

3.4 Subscription Plan Changes

3.4.1 Upgrades (Standard → Pro → Max)

Immediate Application:
Plan change takes effect immediately
Pro-rated charge for the price difference
Calculation: (Days remaining ÷ Days in billing period) × Price difference
Previous credits remain + new tier credits are added
Example:
Current Plan: Standard ($29/month), 15 days remaining
New Plan: Pro ($79/month)
Pro-rated Charge: (15 ÷ 30) × $50 = $25
You pay $25 immediately and receive Pro benefits

3.4.2 Downgrades (Max → Pro → Standard)

End-of-Period Application:
Downgrade takes effect at the end of current billing period
You keep current tier benefits until period ends
Unused credits from current period will expire
New tier pricing begins on next billing date
No Refunds:
No refunds are given for the difference in subscription cost
You will continue to have access to current tier features until the end of the billing period

3.5 Subscription Cancellation

3.5.1 How to Cancel

Through Platform:
Log in to your XConda account
Go to Settings → Subscription
Click "Cancel Subscription"
Confirm cancellation
Via Email: Send cancellation request to mattew@cuberry.kr
Via Phone: Call +82-70-8095-2302 (Monday-Friday 10:00-17:00 KST)

3.5.2 What Happens After Cancellation

Immediate Effects:
Automatic renewal is turned off
No future charges will occur
Access Period:
You retain access to the Service until the end of your current billing period
You can continue to use your credits until period ends
Credit Expiration:
All unused credits expire at the end of the billing period
Credits cannot be refunded or transferred
Account Status:
Your account remains active in "canceled" status
You can reactivate at any time by resubscribing

3.6 Failed Payments and Grace Period

3.6.1 Payment Failure If your payment fails, please check the following before contacting us:

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
What We Do:
We will notify you via email immediately
We will retry payment after 3 days
We will retry again after 7 days
If all retries fail, your subscription will be canceled
What You Should Do:
Check with your card issuer to ensure: International transactions are enabled, Sufficient credit/funds are available, Your card is not expired
Verify your billing information is correct
Try a different payment method if issues persist

3.6.2 Grace Period

Access:
You have 7 days to update payment information
Limited access to view (but not create) content
Cannot use credits during grace period
Updating Payment:
Log in and update payment method in account settings
Subscription will automatically resume upon successful payment

3.6.3 Contact Information for Payment Issues

Technical Issues (Payment Gateway Not Loading): Contact PortOne Support. (Note: We will facilitate communication with PortOne on your behalf)
Transaction Declined/Authorization Issues: Contact mattew@cuberry.kr. We will work with Eximbay to investigate the issue.
Card Issuer Questions: Contact your bank or credit card company directly. Ask about international transaction blocks, fraud alerts, or daily limits.

3.7 Chargebacks and Disputes

3.7.1 Contact Us First Before initiating a chargeback with your credit card company, please contact us at mattew@cuberry.kr. We can often resolve issues more quickly than the chargeback process.

3.7.2 Chargeback Process

What is a Chargeback: A chargeback occurs when you dispute a charge directly with your credit card company instead of resolving the issue with us first.
Our Response: When we receive a chargeback notification from Eximbay (our payment processor), we will:
Suspend your account pending investigation
Request supporting documentation from you
Submit evidence to Eximbay including: Transaction records, Service delivery confirmation, Email communications, Usage logs
Important Notes:
PortOne acts as a payment orchestrator (technical connector) and does not handle chargeback disputes directly
Eximbay, as the payment gateway, manages the chargeback process with card issuers
You will have an opportunity to provide your side of the dispute

3.7.3 Chargeback Consequences If you initiate a chargeback:

Your account will be immediately suspended pending investigation
If the chargeback is found to be unjustified or fraudulent:
Your account will be permanently terminated
You may be liable for chargeback fees ($15-$100 per incident)
You may be liable for our legal costs in defending the chargeback
We reserve the right to pursue collection of amounts owed
Fraudulent Chargebacks: Filing a false chargeback claim may constitute fraud and could result in: Criminal prosecution, Being reported to credit bureaus, Being banned from using our services permanently.

3.7.4 Legitimate Disputes If you have a legitimate concern about a charge, we encourage you to:

Contact us first at mattew@cuberry.kr
Provide your transaction details (order number, date, amount)
Explain the issue clearly
Allow us 2-3 business days to investigate and respond
We will work with you in good faith to resolve any billing disputes within 30 days.

3.7.5 Payment Processor Responsibilities

PortOne: Provides technical infrastructure connecting our platform to Eximbay. Does not process actual payments or handle chargebacks. Facilitates communication between our system and Eximbay.
Eximbay: Processes actual credit/debit card transactions. Handles all chargeback disputes with card issuers. Manages refund processing and settlement. Maintains PCI-DSS compliance for payment security.
Response Timeline: Eximbay typically has 7-21 days to respond to chargeback claims. You will be notified of the outcome via email. Funds may be held during investigation period.

3.8 State-Specific Cancellation Rights

3.8.1 Additional State Protections Some states provide additional cancellation and refund rights:

California: Automatic renewal disclosures provided at signup, Clear cancellation mechanism required.
New York: Additional consumer protection provisions may apply.
Other States: Check your state's consumer protection laws.

3.8.2 Your Rights Nothing in this Policy limits any rights you may have under applicable state consumer protection laws.

3.9 Contact Information

Refund and Cancellation Inquiries:

Email: mattew@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