Last Updated: August 2, 2026
This policy forms part of the KRACE Terms and Conditions and is governed by the laws of the Republic of Korea. In the event of any conflict between this policy and the Terms and Conditions, the Terms and Conditions shall prevail.
1. Cancellation Channels
All cancellation and refund requests must be submitted through official KRACE channels. Requests made through social media, personal messaging, or any other unofficial channel will not be accepted.
Official channels:
- In-app cancellation (where available)
- Email: support@kracecare.com
The timing of all requests is determined by the submission timestamp through the above channels, based on Korea Standard Time (KST, UTC+9).
2. Scope
KRACE acts as a communication sales intermediary under the Act on Consumer Protection in Electronic Commerce, and as a registered foreign patient attraction business operator under the Medical Service Act.
The only amount KRACE collects from you is the Deposit — a prepayment toward your treatment cost, credited in full against your final bill. Treatment and service costs are paid directly to the Service Provider at the time of your visit and are not collected by KRACE.
This policy covers the Deposit collected by KRACE through the Platform only. Amounts paid directly to Service Providers are subject to that provider's own policy.
3. Refund Schedule
Applies to all services booked through the KRACE Platform — including medical, wellness, travel, and related services — for Confirmed bookings only. Calculated from your written cancellation request to the original confirmed appointment date, measured in KST.
The Deposit amount varies by service type and is displayed at checkout before payment. The refund schedule below applies to all bookings regardless of the Deposit amount or the Service Provider selected.
- 7 or more calendar days before appointment — 100%
- 1–6 calendar days before appointment — 50%
- Same day / No-show — No refund
Refund percentages apply to the full Deposit amount you paid. KRACE does not deduct payment processing fees from your refund (see Section 8.1).
3.1 Full Refund — Platform or Provider Fault
A full refund of the Deposit will be issued in the following circumstances:
- The Service Provider cancels a confirmed booking
- KRACE cannot confirm a booking and no alternative is accepted
- A duplicate charge or system error has occurred
3.2 Cancellation of Pending Bookings
If the Service Provider has not yet confirmed your booking (Status: Pending), you may cancel at any time for a 100% refund of your Deposit.
The standard refund schedule applies only after your booking is Confirmed.
4. No-Show and Late Arrival
4.1 No-Show
Failure to appear for your appointment without prior written cancellation through official channels constitutes a No-Show and results in full forfeiture of the Deposit paid through the Platform.
4.2 Late Arrival
Arriving late may result in a shortened service. Full charges apply regardless of actual service time received. If you are more than 20 minutes late without prior notice, your appointment may be treated as a No-Show at the Service Provider's discretion.
4.3 Repeated Late Cancellations and No-Shows
KRACE is committed to protecting the availability of Service Providers for all users. If a pattern of repeated late cancellations (within the 1–6 day tier), same-day cancellations, or no-shows is identified, KRACE may apply the following measures progressively, based on a reasonable assessment of the overall pattern:
- Step 1 — Written Notice: A written notice will be sent to your registered email address explaining the concern.
- Step 2 — Booking Condition: If the pattern continues following notice, future bookings may require a prepaid deposit.
- Step 3 — Booking Restriction: If the pattern continues, future booking requests may be temporarily restricted pending account review.
- Step 4 — Account Suspension: In cases of severe or persistent misuse, your account may be suspended following written notice.
You may contact support@kracecare.com to request a review of any measure applied to your account. KRACE will respond within 5 business days (KST).
Note: Rescheduling within the permitted 2-time limit under Section 5 is a policy-permitted right and will not be used as grounds for any measure under this section.
5. Rescheduling
As an alternative to cancellation, you may request to reschedule your appointment under the following conditions:
- Request timing — All requests — whether first or second — must be submitted at least 3 calendar days before the original confirmed appointment date (by midnight KST). The new appointment date does not reset this deadline.
- Maximum times — 2 times per booking
- Validity period — The rescheduled appointment must take place within 6 months of the original confirmed appointment date
- Fee — Free of charge when the above conditions are met
Rescheduling requests submitted less than 3 calendar days before the original confirmed appointment date will not be accepted. In such cases, the standard refund schedule in Section 3 applies. Rescheduling is subject to Service Provider availability and cannot be guaranteed.
5.1 One Free Clinic Change (Within 48 Hours)
If you change your mind about your chosen Service Provider, you may switch to another Reviewed Service Provider at no cost under the following conditions:
- Request timing — Within 48 hours of your booking request (measured from the time of payment, KST)
- Maximum times — 1 time per booking. Changing does not start a new 48-hour window.
- Deposit — Your full Deposit transfers to the new Service Provider. No new payment is required.
- Fee — Free of charge
After 48 hours, or once the free change has been used, a request to switch Service Providers is treated as a cancellation followed by a new booking, and the standard refund schedule in Section 3 applies.
If you cancel after changing Service Providers, the refund percentage is calculated from the confirmed appointment date with the new Service Provider.
Your refund rights are not reduced by using this option. If the new Service Provider is unable to proceed, declines your booking, or cannot be confirmed, Section 3.1 applies in full — regardless of whether you have already used your free clinic change.
Note: Unlike rescheduling (Section 5.2), which keeps your original confirmed appointment date as the basis for any later refund calculation, a clinic change establishes a new booking — so the confirmed date with your new Service Provider becomes the basis for any subsequent refund.
5.2 Cancellation after Rescheduling
If a booking is rescheduled (Section 5) and subsequently cancelled, the applicable refund percentage under Section 3 will be determined based on the number of calendar days between the date the rescheduling request was submitted and the original confirmed appointment date — not the rescheduled appointment date.
Example: Your original confirmed appointment is on March 10. You submit a rescheduling request on March 5, moving the appointment to April 10. If you then cancel on April 2 — when your rescheduled appointment (April 10) is still 8 days away, which would normally suggest a 100% refund — the refund is NOT calculated based on April 10. It is calculated based on the original confirmed appointment date (March 10) and the date the rescheduling request was submitted (March 5): 5 calendar days remaining before the original confirmed appointment date → the 50% refund tier applies. This rule prevents refund tier gaming through repeated rescheduling.
6. Cancellation by Service Provider
If a Service Provider must cancel a confirmed booking due to unforeseen circumstances:
- You will be notified promptly via your registered email address.
- A 100% refund of your Deposit will be facilitated by KRACE, or you may transfer your full Deposit to another Reviewed Service Provider — your choice.
- Our support team will endeavour to suggest alternative Service Providers where available. You are under no obligation to accept any alternative offered.
KRACE's liability in such cases is limited to the Deposit collected through the Platform.
7. Refund Processing
7.1 Method
Refunds are issued to the original payment method used at booking.
7.2 Processing Time
- Credit / Debit Card — 5–15 business days
- Digital Wallet (e.g., PayPal) — 3–7 business days
- Bank Transfer — 7–15 business days
Processing times may vary by financial institution. KRACE is not responsible for delays caused by banks or payment processors.
If KRACE delays a refund beyond the applicable processing period without justifiable grounds, additional compensation may apply in accordance with the Act on Consumer Protection in Electronic Commerce of the Republic of Korea.
7.3 Currency
Refunds are issued in the currency of the original transaction. KRACE is not responsible for exchange rate differences or fees charged by your bank or payment provider.
8. Non-Refundable Items
8.1 Payment Processing Fees Are Not Deducted
When you cancel, the refund percentage in Section 3 is applied to the full Deposit amount you paid. KRACE does not deduct payment processing fees from your refund.
Payment processors (such as PayPal) retain their transaction fee at the time of the original payment and do not return it to KRACE when a refund is issued. KRACE absorbs this cost. You receive the stated refund percentage of your Deposit, with no further deduction.
8.2 Bank and Card Fees
International transaction fees, cross-border fees, or currency conversion fees charged by your own credit card issuer or bank are outside KRACE's control and are not refundable by KRACE.
8.3 Treatment and Service Costs
Treatment and service costs paid directly to the Service Provider at the time of your visit are not collected by KRACE and are not subject to this policy. For any refund of amounts paid directly to a Service Provider, please contact that Service Provider.
8.4 Visa and Documentation Support Fees
Where KRACE arranges visa or entry documentation support in connection with your booking, any associated fee is separate from the Deposit and is displayed separately at checkout. Because these costs are incurred at the time the service is performed, they are non-refundable once the relevant documents have been prepared or submitted. This fee is not credited against your treatment cost.
8.5 Other Non-Refundable Items
- Deposits forfeited due to a No-Show (Section 4.1)
- Any amount explicitly marked non-refundable at the time of booking
9. Exceptions
KRACE's default is to find a way to help. Where the standard refund schedule would produce an unfair outcome due to circumstances genuinely outside the user's control, KRACE may consider exceptions at its sole discretion.
May be considered:
- Serious medical emergency affecting the user or immediate family member (spouse, parent, child, sibling) — supported by documentation
- Significant travel disruption from force majeure (natural disaster, pandemic, act of war, government emergency)
- Unexpected travel document obstacle outside the user's control — e.g., sudden government travel ban, abrupt change to visa-free arrangements, or passport technical failure
Will not be considered:
- Standard visa refusals based on the user's own eligibility or failure to apply in time
- Personal schedule changes
- Dissatisfaction with service outcomes
- Foreseeable travel disruptions
To request an exception: Email support@kracecare.com with official documentation as soon as possible. KRACE responds within 5 business days (KST). Decisions are final, subject to applicable consumer protection law.
Why we draw the line here: KRACE wants to be fair to users in genuine hardship. At the same time, policy exceptions that are too broad create an incentive for misuse — which ultimately raises costs and reduces service availability for everyone. These boundaries are intended to protect all users, not just KRACE.
10. Payment Disputes
Please contact support@kracecare.com before initiating any chargeback or bank dispute. Initiating a dispute without first contacting KRACE may result in account suspension pending resolution.
11. Language
This policy is drafted in English and shall be construed in English. Translations are for reference only; the English version prevails.
12. Governing Law
This policy is governed by the laws of the Republic of Korea. Disputes shall be subject to the non-exclusive jurisdiction of the competent courts of the Republic of Korea, in accordance with the dispute resolution process set out in the Terms and Conditions.
13. Contact
For questions about this policy, please contact us at support@kracecare.com.