3. CANCELLATION AND REFUND POLICY

3.1 Refund Eligibility

3.1.1 Seven-Day Refund Window You may request a refund within seven (7) days of your credit pack purchase, provided:

• The credit pack was purchased within the last 7 days
• Your account has not been terminated for Terms of Service violations

3.1.2 Full Refund A full refund is available if you have not used any credits from the purchased pack.

3.1.3 Partial Refund If you have used some credits, a partial refund will be issued for the unused portion of your credit pack, calculated proportionally based on the number of unused credits relative to the total credits in the pack.

• Example: If you purchased the Pro pack (500 credits / $12.00) and used 100 credits, the refund amount will be: (400 unused credits ÷ 500 total credits) × $12.00 = $9.60.

3.1.4 No Refund Refunds are NOT available if:

• More than 7 days have passed since purchase
• All credits have been fully used
• Your account has been terminated for Terms of Service violations

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

• Method: All refunds are processed as credit card/debit card reversals through Eximbay to the original payment method.
• Timeline: 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 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