Cancellation and Refund Policy

1.1 General Support and Inquiries

• Contact Page: https://seoulbeautyglobal.com/contact
• Official Email: support@seoulbeautyglobal.com
• Live Chat Support: Available via the chat icon on our website for real-time assistance with general questions.

1.2 Formal Modification and Cancellation Requests

• Primary Channels: All formal requests for cancellations, refunds, or rescheduling must be submitted via the Contact Page on our Platform or through our Official Email.
• Timestamp Policy: The timing of a request is determined by the timestamp of the email or the submission on the Contact Page in Korea Standard Time (KST).
• Invalid Channels: In accordance with our Communication Responsibility policy, requests made via social media DMs or personal contacts are not considered official and will not be processed.

2.1 Advance Notice and Limits

• Free Reschedule Window: Rescheduling requested at least 72 hours (3 days) in advance is processed at no cost, up to 2 times per reservation.
• Limited Reschedule Window: Requests made between 48 and 72 hours before the appointment are limited to 1 reschedule, subject to the partial refund tier in Section 4.1.
• Late Requests: Requests made within 48 hours of the appointment are treated as a cancellation and subject to the refund schedule in Section 4.
• Frequency Exhaustion: Once the allowed reschedule count is exhausted, any subsequent change requires a full cancellation and a new booking.

3.1 No-Show Policy

• Failure to appear for your confirmed appointment without prior notice or valid cancellation is considered a "No-Show".
• No-shows will result in the forfeiture of your entire deposit. No refund of the deposit or rescheduling will be allowed. Any Additional Payment (e.g., for products) is refunded in full (see Section 4.3).
• A cancellation of a reservation not yet confirmed by the Service Provider is not treated as a No-Show and is fully refunded (see Section 4.2).
• A cancellation of a booking made through a payment request before payment is completed, including automatic cancellation when the payment deadline passes, is not treated as a No-Show (see Section 4.4).

3.2 Late Arrival

• Service Impact: Arriving late may result in a shortened service duration to ensure subsequent appointments are not delayed.
• Full Remaining Balance: If the service proceeds despite your late arrival, you are still required to pay the full remaining balance directly to the Service Provider, regardless of the shortened actual duration of the service.
• Cancellation Criteria: If you are more than 20 minutes late without prior notice, your appointment will be automatically canceled, treated as a No-Show, and your deposit will be forfeited.

4.1 Refund Tiers

• 3+ days before: 100% Refund of the deposit amount
• 2 days before: 80% Refund of the deposit amount
• 1 day before: 50% Refund of the deposit amount
• Same day / No-show: No refund of the deposit

Rates above apply to the deposit. Any payment beyond the deposit (e.g., for products) is refunded in full if not yet handed over to you (see Section 4.3).

4.2 Reservations Pending Provider Confirmation

• The refund tiers in Section 4.1 apply only to reservations that have been confirmed by the Service Provider.
• If a reservation is still pending provider confirmation, a cancellation—regardless of timing, including after the appointment time has passed while the reservation remained pending—will receive a 100% refund of the deposit and of any Additional Payment. Such a cancellation is not treated as a No-Show.

4.3 Additional Payment

• Any payment made to Seoul Beauty Global for a booking beyond the deposit (e.g., for products) is an "Additional Payment" and is paid in full together with the deposit. See Section 8.5 of our Terms and Conditions.
• The refund tiers in Section 4.1 apply to the deposit only. Unless stated otherwise for a service, an Additional Payment is refunded in full if the booking is cancelled, or recorded as a No-Show, before the items it covers have been handed over to you. As products are handed over at your appointment, this covers any cancellation before your visit, regardless of when it is cancelled, and any No-Show.
• For a manual booking paid by direct transfer, the transferred amount includes any Additional Payment.

4.4 Bookings Awaiting Payment

• For a booking arranged with our support team, we may send you a payment request with a payment deadline (see Section 8.1 of our Terms and Conditions). Until payment is completed, the booking is awaiting payment.
• If payment is not completed by the payment deadline, the booking is cancelled automatically. A booking cancelled before payment is completed, whether automatically or by us, involves no refund because no payment has been taken, and is not treated as a No-Show.
• You cannot cancel a booking awaiting payment yourself on the Platform. To change or cancel it, contact us through the channels in Section 1.2.
• Once payment is completed, the booking is subject to the same cancellation and refund rules as any other booking under this policy.

5.1 Currency and Rates

• USD Principle: All refunds are issued in US Dollars (USD). Refunds will be issued based on the exact USD amount originally charged, regardless of any exchange rate fluctuations that may have occurred since the transaction date.
• Refund Method: Refunds are typically issued back to the original source of payment (e.g., PayPal). For a payment made by direct bank transfer, the sending account cannot be identified from the transfer, so we will ask you for the bank account to receive the refund and issue the refund by transfer to that account.

5.2 Timeline

• While we initiate refunds promptly, it may take up to 10 business days for the funds to reflect in your account.

6.1 Eligible Force Majeure

Exceptions may be granted for circumstances beyond the user's reasonable control that prevent attendance, including:

• Sudden flight cancellations or transportation disruptions
• Serious medical emergencies affecting the user
• Natural disasters (earthquakes, typhoons, floods)
• Public health emergencies or government-imposed travel restrictions

6.2 Ineligible Circumstances

• Issues related to travel documents, passports, or visas are the sole responsibility of the user and do not qualify for refund exceptions.

6.3 Submission

• Valid official documentation must be submitted to support@seoulbeautyglobal.com within 48 hours before the scheduled appointment.

7.1 Procedures

• You will be notified immediately via your registered email.
• A 100% refund of the deposit and any Additional Payment paid to the Platform will be issued.
• Our support team will assist you in finding an alternative booking if requested.

8.1 Specific Fees

• Processor Fees: Any non-refundable transaction or currency conversion fees charged by payment processors (e.g., PayPal).
• Bank Fees: International transaction or cross-border fees charged by your credit card issuer or bank.

9.1 Dispute Resolution

• Please contact our support team first for a faster resolution before initiating a dispute through your payment provider.
• Unauthorized disputes or chargebacks may result in the temporary or permanent suspension of your access to the Platform.

10.1 Dispute Reporting Protocol

• Standard 48-Hour Window: Any claims regarding unsatisfactory service must be formally submitted to support@seoulbeautyglobal.com within 48 hours of the appointment completion to allow for adequate observation of results.
• Evidence Requirements: To substantiate a claim, users must provide a detailed written explanation accompanied by objective evidence, such as high-resolution photographs or video footage clearly illustrating the issue.

10.2 Arbitration and Resolution

• Case-by-Case Review: Each dispute is thoroughly investigated on an individual basis, taking into account the evidence provided and the Service Provider’s records.
• Discretionary Outcomes: Resolutions are determined at the Platform's sole discretion and may result in a full refund of the deposit or of any Additional Payment, a partial credit, or a denial of the refund request if the claim is deemed unsupported. Please note that any disputes regarding the remaining balance paid directly to the Service Provider must be resolved directly with the Provider.
• Balanced Mediation: Our mediation process is designed to ensure a fair and balanced outcome for both the user and our professional partners.

11.1 Support

• Contact our customer support team at support@seoulbeautyglobal.com