Refund Policy
Refund and cancellation terms for Service Elm Hub documentation engagements.
Effective date: 1 January 2026
Scope
This policy applies to professional documentation services engaged through Service Elm Hub Co., Ltd. It does not apply to third-party products or software obtained outside our engagements.
Deposit and cancellation
New client deposits — A 40% deposit is required before scheduling on-site verification sessions. Deposits are refundable if cancellation occurs more than 7 business days before the scheduled session.
Late cancellation — Cancellations within 7 business days of a scheduled on-site session forfeit 50% of the deposit to cover reserved staff time.
No-show — Failure to provide device access or attend a scheduled session without notice forfeits the full deposit.
Full refund eligibility
Full refunds of fees paid (beyond forfeited deposits) apply when:
- Service Elm Hub cancels the engagement due to internal scheduling failure
- Deliverables cannot be provided due to our error and no alternative delivery date is acceptable to the client
Partial refunds
Partial refunds may apply when:
- Engagement scope is reduced by mutual agreement before fieldwork begins
- Deliverable delivery is delayed beyond 10 business days of agreed date due to our fault (proportional refund or fee reduction)
Partial refunds are calculated against work not yet performed.
Non-refundable items
- Completed verification sessions and fieldwork already performed
- Bound volumes already delivered
- Trustee consultation sessions already conducted
- Travel costs incurred for on-site visits
- Urgency surcharges when work was performed within the urgent timeline
- Materials purchased specifically for an engagement (binding, printing) once ordered
Rescheduling
One free reschedule is permitted if requested more than 5 business days before the session. Additional reschedules incur ₩45,000 administrative fee.
Refund process
- Email contact@service-elmhub.click with engagement reference and refund reason.
- We acknowledge within 2 business days.
- Approved refunds processed within 14 business days via original payment method (bank transfer).
Engagement-specific terms
Signed engagement letters may specify additional terms. Where engagement letters conflict with this policy, engagement letter terms prevail for that engagement.
Disputes
Refund disputes not resolved through direct communication may be escalated per our Terms of Service governing law provisions.
Contact
Service Elm Hub Co., Ltd.
Office 8, 29 Example-ro, Jung-gu, Busan 00000
Email: contact@service-elmhub.click
Phone: +82 51 0000 2180