1.1 Formal Requests

• All cancellation, refund, and itinerary change requests must be submitted through the Contact Page on our Platform or our Official Email (support@seoulbeautyglobal.com).
• Timestamp Policy: The timing of a request is determined by the timestamp of the email or Contact Page submission in Korea Standard Time (KST). All deadlines and dates in this policy are calculated in KST.
• Requests made via social media DMs or personal contacts are not considered official and will not be processed.

2.1 Definitions

• Application: Your request for the Concierge Service, submitted through the application form. Our emails call it your consultation request.
• Consultation: The free 30-minute video call in which we discuss your trip. You request its time through the consultation link to our scheduling page that we email you.
• Payment Request: An email in which we ask you to pay the Concierge Fee or the Itinerary Payment. It states the amount and the payment deadline, and contains a personal payment link.
• Concierge Fee: The fee you pay us for our consultation, the planning and arrangement of your itinerary, and our concierge support for the arranged services.
• Itinerary Issue: The point at which we send you your itinerary by email, together with the Payment Request for the Itinerary Payment. Your itinerary is confirmed when you pay the Itinerary Payment.
• Itinerary Payment: The total of the prices of all items in your itinerary (dated appointments, and services that continue through your stay such as accommodation), including the full price of clinic treatments.
• Service Start Date: The earliest date in your itinerary when it is first issued, including the start date of any service during your stay, an airport pickup, or an accommodation check-in. It does not change if your itinerary is changed later.
• Provider: The independent business that provides an arranged service, such as a beauty salon, a medical institution, an interpreter, a vehicle service, or an accommodation provider.

3.1 No Charge

• No payment is taken for an application or a consultation. You may cancel your application at any time before paying the Concierge Fee, at no cost.
• If you cancel your consultation through the link in your consultation emails, your application is cancelled. You are welcome to apply again.

3.2 Rescheduling and Missed Consultations

• You may change your consultation time through the link in your consultation emails. A new time you choose is confirmed again by our team.
• If you miss your consultation, our team may send you a link to choose another time, or cancel your application.

3.3 Automatic Cancellation of an Application

• If you do not request a consultation time within 7 days after we send you a consultation link (or a link to choose another time), your application is cancelled automatically.
• If 5 days pass after the Concierge Fee payment deadline without a new Payment Request being sent (Section 4.1), your application is cancelled automatically.
• The 7-day deadline is stated in the email that contains your consultation link and in any request to choose another time. In either case nothing is charged, and you are welcome to apply again.

4.1 Concierge Fee

• We send the Payment Request for the Concierge Fee after your consultation. The payment deadline is 48 hours after the Payment Request is sent. If the Concierge Fee is not paid by then, the payment link closes and nothing is charged.
• You may ask us to send the Payment Request again with a new deadline. The same payment link opens again. The amount may change if your plans have changed.
• If no new Payment Request is sent within 5 days after the deadline, your application is cancelled automatically (Section 3.3). If a new Payment Request is sent, the 5 days are counted again from its deadline.

4.2 Itinerary Payment

• We send the Payment Request for the Itinerary Payment at Itinerary Issue. The payment deadline is the earlier of 10 days after your first Itinerary Issue and the day before the first day of your itinerary period. We send you one reminder before the deadline.
• If your itinerary changes before you pay, the Itinerary Payment and its deadline are recalculated in the same way and we send you the updated itinerary.
• If the Itinerary Payment is not paid by the deadline, the payment link stays open and you can still pay until your itinerary is completed. Our team will contact you about your booking.

5.1 Concierge Fee: Before Itinerary Issue

• If you cancel before your itinerary is issued, the Concierge Fee is refunded in full (100%), however much arrangement work has been done.
• If we cannot arrange an itinerary for you, the Concierge Fee is refunded in full.

5.2 Concierge Fee: After Itinerary Issue

• Once your itinerary is issued, the Concierge Fee is non-refundable (0%), except as set out in Section 8.
• By the time your itinerary is issued, the service the fee pays for has been performed: your consultation has taken place, your itinerary has been planned, and your services have been reserved with Providers on your behalf.

5.3 Itinerary Payment

• If you cancel after paying the Itinerary Payment, it is refunded according to the date of your cancellation request, counted against the Service Start Date (Section 2.1):

• The percentage applies to the whole Itinerary Payment. There are no separate rates for individual items, no separate deductions for items a Provider does not refund, and no separate peak-season rates.

5.4 Cancelling Before You Pay the Itinerary Payment

• If you cancel after Itinerary Issue but before paying the Itinerary Payment, the Payment Request for the Itinerary Payment is cancelled and nothing more is charged. The Concierge Fee is treated as set out in Section 5.2.

6.1 Before Itinerary Issue

• Until your itinerary is issued, Section 5.1 gives you a full refund of the Concierge Fee with no time limit, which is broader than the seven-day statutory period.

6.2 Within Seven Days of a Payment

• You may withdraw within seven days of paying the Concierge Fee or the Itinerary Payment in accordance with the Act on the Consumer Protection in Electronic Commerce, etc. of the Republic of Korea. However, withdrawal may be restricted in the following cases:
  • where the Service Start Date falls within seven days of the payment; or
  • where, with your consent, we have already begun arranging your services, including processing or confirming reservations with medical institutions or other Providers, coordinating or confirming your schedule, or assigning an interpreter, a vehicle, or other dedicated staff.
• In those cases, we determine the refundable amount within a reasonable scope, taking into account the services already provided and the costs actually incurred. The Concierge Service is a made-to-order service tailored to your schedule and requests, and withdrawal is restricted only to the extent permitted by applicable law.

6.3 What This Section Does Not Affect

• This Section does not limit your rights where a Provider or we cancel or change your itinerary (Section 8), or in the circumstances covered by Section 9.

7.1 Changes After Itinerary Issue

• After your itinerary is issued, we do our best to change times or venues within your plan, subject to Provider availability.
• If you ask to move your trip to different dates, we change your itinerary where possible. The Service Start Date used for refunds does not change (Section 2.1).

7.2 Price Differences

• If a change is made before you pay the Itinerary Payment, the Itinerary Payment is recalculated (Section 4.2).
• After you have paid the Itinerary Payment, changes are made within the amount you have paid, by arranging comparable services. Where that is not possible and the price of your itinerary changes, we refund or settle the difference with you separately.

8.1 Provider Changes and Cancellations

• If a Provider cancels or cannot keep an arranged appointment, we will arrange a comparable alternative at no additional Concierge Fee, where one is available, and send you an updated itinerary. Any change in price is refunded or settled with you under Section 7.2.

8.2 Cancellation of Your Booking by a Provider or by Us

• Where your booking is cancelled because a Provider or we cannot deliver it, or because we end the Concierge Service for reasons other than your breach of the Concierge Terms, the Concierge Fee and the Itinerary Payment are both refunded in full (100%).
• This also applies where you cancel after your itinerary was changed for a reason on the side of a Provider or us.

8.3 Additional Compensation

• Where Section 8.2 applies, the refund of the Concierge Fee and the Itinerary Payment in full is the remedy we provide, subject to Section 15 of the Concierge Terms (Limitation of Liability).

9.1 Eligible Circumstances

Where any of the following prevents your trip and valid documentation is provided, the Itinerary Payment is refunded in full (100%), and the Concierge Fee is treated as set out in Section 5.1 and 5.2 (refunded in full before Itinerary Issue, non-refundable after). Instead of a refund of the Itinerary Payment, you may ask us to re-arrange your itinerary for new travel dates, once, at no additional Concierge Fee.

• Sudden flight cancellations or transportation disruptions
• Serious medical emergencies affecting you or a companion
• Natural disasters
• Public health emergencies or government-imposed travel restrictions

9.2 Ineligible Circumstances

• Issues relating to travel documents, passports, or visas are your responsibility and do not qualify, consistent with the Concierge Terms. A cancellation for these reasons is treated as a cancellation by you under Section 5.

9.3 Submission

• Documentation must be submitted to support@seoulbeautyglobal.com.

10.1 Effect on Your Payments

• If a medical institution declines or changes a planned procedure, the Concierge Fee is not refunded on that ground. We will help you re-arrange the affected appointments where possible.
• Where the decision changes the price of your itinerary, we refund or settle the difference with you under Section 7.2.

11.1 Provider Refunds and Charges

• Your refund is calculated under this policy, not under a Provider's own cancellation terms. Any refund or cancellation charge between us and a Provider is settled separately between us and that Provider and does not change the refund you receive.
• We refund you first. We do not wait for any settlement with Providers before issuing your refund.
• Payments you make directly to a Provider for services not listed in your itinerary are refunded, if at all, by that Provider under its own terms.

12.1 Specific Items

• The Concierge Fee, once your itinerary has been issued (Section 5.2)
• The part of the Itinerary Payment that is not refunded under the schedule in Section 5.3
• Payments made directly to Providers for services not listed in your itinerary (Section 11)
• Bank fees or cross-border charges applied by your card issuer or bank

13.1 Method and Currency

• Each payment is refunded separately through PayPal to its original payment, in US Dollars (USD), based on the exact USD amount originally charged.
• We do not deduct PayPal transaction fees from a refund.
• PayPal allows a refund to the original payment for 180 days from the date of that payment. For a payment made more than 180 days earlier, we send the refund by another method, such as bank transfer, less international remittance fees, and tell you how.

13.2 Timeline

• Approved refunds are processed within 3 to 5 business days. The time for funds to appear in your account depends on PayPal and your bank or card issuer.

14.1 Dispute Resolution

• Initiating a dispute or chargeback will pause the Concierge Service and any refund process already in progress until the dispute is resolved.
• Please contact us first so we can resolve the matter directly.

15.1 Support

• Contact Page: https://seoulbeautyglobal.com/contact
• Email: support@seoulbeautyglobal.com