Refund & Withdrawal Policy

Nature of the Products

The case file bundles and Paid Content sold by the Company constitute digital content (goods in digital form that are transmitted online and are stored and used) as defined in the Act on the Consumer Protection in Electronic Commerce.

Once a Member completes payment, the right to use the relevant Paid Content is granted to their account immediately, so that they may view and use it right away. This Policy sets out the requirements for and procedures for withdrawal of subscription and refunds on the premise of this nature of the products.

Full Refund Where Use Has Not Commenced

Where a Member has not commenced use of Paid Content after purchasing it, the Member may withdraw their subscription and receive a full refund of the price within seven (7) days from the date of purchase. In this case, the Member need not provide any separate reason. Here, “commencement of use” means beginning to use the relevant content, such as viewing a case included in the bundle for the first time or starting an interrogation.

Restrictions on Withdrawal After Commencement of Use

Article 17(2) and the proviso to Article 17(6) of the Act on the Consumer Protection in Electronic Commerce, and Article 21-2 of its Enforcement Decree, provide that where a business clearly indicates, in a place where consumers can easily recognize it, that withdrawal of subscription is restricted, and takes measures such as providing trial products, withdrawal of subscription may be restricted with respect to digital content whose use the consumer has commenced.

1. The Company provides trial products, such as the free onboarding case and daily cases, so that Members may decide in advance whether to use Paid Content, and clearly indicates on the payment screen that withdrawal of subscription is restricted once use commences.
2. In accordance with the above measures, once a Member has commenced use of a case by viewing or interrogating, etc., withdrawal of subscription is restricted with respect to the content whose use has commenced. However, this does not apply in the cases set out in “Refunds Due to Defects or Errors” and “Payments by Minors” below.
3. In the case of a case file bundle that is composed of several cases and can be used divisibly, such as an arc pack or a season pass, the restriction on withdrawal of subscription applies only to the individual cases whose use the Member has commenced. The right of withdrawal is retained with respect to cases whose use has not yet commenced, and the Member may receive a refund, on a pro rata basis, of the amount corresponding to the cases whose use has not commenced.

Refunds Due to Defects or Errors

Where the Paid Content purchased by a Member differs from what was indicated or advertised, or cannot be used normally due to a defect or error in the Service, the Member may withdraw their subscription and request a refund, regardless of whether use has commenced and regardless of the country of payment.

In this case, the Member may withdraw their subscription within thirty (30) days from the date on which they became aware, or could have become aware, of the fact, and within three (3) months from the date on which the content was supplied; and the Company shall, after confirming the defect or error, take necessary measures such as a refund without delay.

Payments by Minors

Where a Member who is a minor makes a payment for Paid Content without the consent of their legal representative, the minor or their legal representative may cancel the payment in accordance with Article 5 of the Civil Act, and the Company shall refund the price for the cancelled payment. However, cancellation may be restricted where, for example, the minor used deception to make others believe that the legal representative’s consent had been obtained or that the minor was an adult.

A legal representative may, through customer inquiry, submit materials verifying the relationship between the payer and the legal representative and whether the payer is a minor, and request cancellation of the payment and a refund.

Processing of Refunds

Withdrawal of subscription or a refund shall be processed in accordance with each of the following.

1. As a general rule, refunds are made through the original payment method used by the Member. Where a refund through the original payment method is not possible, the refund shall be made by another method in consultation with the Member.
2. The Company shall refund the price within 5 business days from the date on which the request for withdrawal of subscription or refund is received, and shall request the operator of the payment method through which the price was received to suspend or cancel the billing of that price.
3. As a general rule, refunds are processed by the unit of the product purchased. However, in the case of a case file bundle that can be used divisibly, the amount corresponding to the cases whose use has already commenced shall be deducted, and the amount for the cases whose use has not commenced shall be refunded on a pro rata basis.
4. Where a Member received a discount or benefit at the time of purchase, the pro rata refund amount shall be calculated on the basis of the amount actually paid by the Member.

How to Apply for Withdrawal of Subscription

Withdrawal of subscription and refunds for domestic payments may be applied for through the channel below, and the Company shall process them in accordance with this Policy after verifying the details of the application.

Customer inquiry email: root@max-soft.kr / Customer center telephone: 010-9746-8884

Refunds for International Payments (Paddle)

Refunds for international payments made outside the Republic of Korea are processed by Paddle.com Market Ltd (“Paddle”), the Merchant of Record, in accordance with its own refund policy (the Paddle Refund Policy, https://www.paddle.com/legal/refund-policy), and refund requests are received through Paddle’s buyer support channel (https://paddle.net).

Even for international payments, because the right to use Paid Content is granted upon payment and the content can be used immediately, commencement of use is regarded as consumption of the content. However, the Company and Paddle do not apply an “all sales final” policy to international payments, and this does not restrict the mandatory rights guaranteed to consumers by applicable laws.