Experts - Standard Arbitration Criteria

1. Dispute resolution process

Dispute resolution process
Step Details
Agreement between Partner and Client Any disputes arising from transactions shall be resolved through mutual agreement between the Partner and Client, and Cafe24 Experts does not intervene in this process.
The Partner and Client shall first attempt to reach an agreement on their own.
  • - Order cancellations and refunds to be processed during this step
Report to Cafe24 The Partner and Client shall reach a mutual agreement as the primary course of action. If both parties fail to reach an agreement, submit a report to Cafe24.
Response from Cafe24 A Cafe24 manager will respond within 5 business days.
  • - The manager will offer recommendations for resolution based on the terms of service and operation policies.
Request resolution from external organizations If dispute resolution is still unsuccessful, you may seek assistance for resolution from external mediation organizations as follows:
  • 1) For transactions in progress:
    1. - If you need an objective judgement from an external organization without engaging in Cafe24’s dispute resolution process;
    2. - If the Cafe24 manager recommends resolution through external organizations;
    3. - If you disagree with the initial resolution provided by Cafe24 and seek an additional judgement from an external organization.
  • 2) For transactions confirmed (i.e., purchase confirmed):
    1. - If Cafe24 is unable to proceed with its resolution process as the transaction has already been confirmed or canceled.
  • External mediation organizations:
    1. - Content Dispute Resolution Committee
    2. - Korea Fair Trade Mediation Agency
    3. - Online Advertising Dispute Mediation Committee
    4. - Korea Consumer Agency
    5. - Korean Commercial Arbitration Board
    6. - E-Commerce Mediation Committee
    7. - Copyright Electronic Mediation System
Resolution complete Proceed with any necessary actions related to costs or other obligations based on the outcome of the resolution.
  • - Cancellations, refunds, etc.

2. Cancellation and refund criteria

Cancellation and refund criteria
Category Product type Offerings Cancellation and refund policy
Website development Online store development/redesign
Website development/redesign 		Custom development
Planning, Design
Publishing, Development
Others 		Policy A (Creative)
Website maintenance Online store maintenance
Website maintenance 		Store setup
Store feature development
Store operation and management
Maintenance
Others 		Policy A (Creative)
Advertising, Design Promotion Ad creation
Product details page
Social media, Thumbnails
Banners, Pop-ups
Events, Landing pages
Blogs, Online communities
Logo design
Others 		Policy A (Creative)
Photography, Videography Photography, Videography
Others 		Policy A (Non-creative)
Models
Others 		Policy D (Non-creative)
YouTube, Live commerce
Others 		Policy A (Creative)
Copy writing Products
Social media, Blogs
UX writing
Others 		Policy B (Creative)
Printing Business cards
Envelopes, Stickers
Signboards, Posters
Packaging
Others 		Policy C (Creative)
Space, Architecture Construction, Design Policy B (Non-creative)
Space rental Policy A (Non-creative)
Tips for business startups & operations Branding, Consultation,
Training, Lectures, Lessons 		E-commerce startup consulting
Store operation consulting
Business, Investment, Funding
Business strategy, Advice
Others 		Policy A (Non-creative)
Customer experience management CRM, Customer management agency service CRM
Customer management agency service
Others 		Policy A (Non-creative)
Marketing Channel activation
SEO
Viral/Tester campaigns
Targeted advertising
Out-of-home/Broadcast advertising
Others 		Policy B (Creative)
Administrative support Employee welfare Snacks
Curated services for employee welfare
E-books
Coffee
Plant maintenance
Cleaning
Others 		Policy D (Non-creative)
Documentation
Templates
Others 		Policy D (Creative)
Office supplies Office supplies
Pantry, Beverages
ICT accessories
Others 		Policy A (Non-creative)

3. Cancellation and refund policy

Cancellation and refund policy
Category - Policy Refund criteria
Creative projects A For work that is reproducible or replicable, refunds are not available for the portion of the payment corresponding to the deliverables provided.
For service-based work, refunds will be calculated based on the remaining time in the project.
  • - Refund amount = Product price X [{1 - Work completed (%)}]
  • - Work completed (%) = Actual work period ÷ Total work period X 100
B 1) For services billed based on the number of tasks completed:
  • - Refund amount = Amount paid - (# of tasks completed Ⅹ Unit price)
2) For services billed based on display (serving) period:
  • - Refund amount = Amount paid ÷ Total display period X Remaining display period
C No cancellations or refunds are available after the printing process has started (work start date).
  • - Printing proofs, samples, and edits are considered part of the work start date.
D No refunds are available for documentation or template services once PDFs, PowerPoint presentations, or other file-based deliverables are provided.
Non-creative projects A Refunds are available, but 20% of the total amount (contract fee) is non-refundable.
B No refunds are available after work has begun.
C No refunds are available after the product has been received.
D
  1. 1) Cancellations made 14 days or more in advance: 100% refund
  2. 2) Cancellations made 13 days or less in advance : 50% refund
  3. 3) Cancellations made 6 days or less in advance : Non-refundable