Refund & Cancellation Policy

Effective Date: June 27, 2025

Table of Contents

1. Purpose
2. Scope
3. How to Request Cancellation
4. Refund Rates by Cancellation Timing
5. Right of Withdrawal
6. Refund Processing Time
7. Non-Refundable Services
8. Force Majeure Cancellations
9. Weather-Related Cancellations
10. Government Restriction Cancellations
11. Supplier Cancellations
12. Company-Initiated Cancellations
13. No-Show & Late Arrival
14. Refund Method by Payment Type
15. Chargebacks
16. Exceptional Circumstances
17. Partial Refund Calculation
18. Group Booking Provisions
19. How to Request a Refund
20. Contact
21. Effective Date
22. Frequently Asked Questions

Purpose

This Policy establishes the cancellation and refund standards for travel products provided by Ublong Travel ("Company") through the ublong.kr website ("Site"), to clarify the rights and obligations of users and the Company and ensure fair trade practices.

Scope

This Policy applies to all travel products (package tours, independent travel, accommodations, transportation, experience products, etc.) sold or brokered by the Company via the Site. Where individual product pages specify separate cancellation or refund rules, those rules take precedence.

How to Request Cancellation

1. Method: My Page > Booking History > Cancel Request, or via Customer Center (phone, email)
2. Timing: Cancellation is processed based on when the Company receives your request. Requests received during business hours are processed the same day; after-hours requests are processed the next business day.
3. Business Hours: Mon–Fri 09:00–18:00 KST. Closed weekends and public holidays.

Refund Rates by Cancellation Timing

The following rates apply based on when you request cancellation relative to the departure date. These are based on the Korea Fair Trade Commission Standard Terms for Travel Agency (No. 10023), Appendix 1.

Right of Withdrawal

1. General Right: Per the Electronic Commerce Consumer Protection Act (Article 17), you may withdraw from a contract within 7 days of the contract date.
2. Travel Industry Exception: Per Article 17-2 of the same Act, travel products may have limited withdrawal rights. In such cases, the refund rates in Section 4 apply.
3. Consumer Dispute Standards: Where this Policy conflicts with the KFTC Consumer Dispute Resolution Standards, the standard more favorable to the consumer applies.

Refund Processing Time

1. Standard Processing: Within 7–14 business days after cancellation is confirmed.
2. Processing Time by Payment Method:

3. Weekends and public holidays are excluded from processing time.

Non-Refundable Services

The following services may have limited or no refund available, provided this was disclosed on the product page at the time of booking:

1. After Airline Ticket Issuance: Airline rules apply (most tickets are non-refundable or subject to fees)
2. After Accommodation Confirmation: Accommodation provider rules apply (non-refundable products, no-show fees, etc.)
3. After Local Tour/Experience Confirmation: Local operator rules apply
4. Special/Promotional/Early-Bird Products: Rules specified on the product page apply
5. Group Charter/Charter Bus/Charter Flight Products: Separate contract terms apply

Force Majeure Cancellations

1. Covered Events: Natural disasters (typhoons, earthquakes, floods, volcanic eruptions), war, civil unrest, terrorism, government orders (entry bans, lockdowns), epidemics/pandemics, strikes, and other events beyond the Company's reasonable control.
2. Before Departure: Full refund.
3. During Travel: Refund for uncompleted portions. The Company will make reasonable efforts to provide alternatives.
4. Evidence Required: Official documents such as KMA weather alerts, government orders, WHO/KDCA announcements, etc.

Weather-Related Cancellations

1. Severe Weather Alerts: When KMA weather alerts (advisories or warnings) are issued for typhoons, heavy rain, heavy snow, or cold waves.
2. Transport Cancellations/Delays: Based on official announcements from airlines, ferry operators, or Korea Railroad.
3. Local Itinerary Impossibility: Safety-first principle applied per guide or local operator judgment.
4. Refund: Per Section 8 (Force Majeure), or an alternative itinerary will be provided.

Government Restriction Cancellations

1. Entry Bans, Quarantine, Movement Restrictions: Administrative orders by the destination country or the Korean government.
2. Travel Advisory Level 3+: Korean Ministry of Foreign Affairs travel advisory Level 3 (Evacuation Recommended) or higher.
3. Processing: Full refund (per Section 8).

Supplier Cancellations

1. Supplier Fault (airline, accommodation, local tour operator): Full refund plus guidance on alternative products.
2. Below Minimum Participants: If the minimum number of participants is not met, you will be notified at least 7 days before departure for a full refund.
3. Alternative Offer: The Company will offer the same-condition alternative product. If declined, a full refund is provided.

Company-Initiated Cancellations

1. Company Fault (guide absence, major itinerary change, accommodation not secured): Full refund plus damages per Consumer Dispute Resolution Standards.
2. Below Minimum Participants: Notification 7+ days before departure → Full refund.
3. Late Notification (fewer than 7 days before departure): Damages per Consumer Dispute Resolution Standards.

No-Show & Late Arrival

1. No-Show (failure to board, check in, or participate without prior notice): No refund.
2. Late Arrival (arriving after the scheduled meeting time): Cannot join the itinerary; no refund.
3. With Prior Notice:
   • More than 24 hours before departure: Standard refund rates in Section 4 apply
   • Within 24 hours: 50% refund (excluding confirmed airline and accommodation portions)

Refund Method by Payment Type

Chargebacks

1. Valid Chargebacks (service not provided, duplicate charge, payment error): The Company will fully cooperate.
2. Invalid Chargebacks (cancellation after normal use, malicious refund requests): The Company will submit evidence and dispute the chargeback.
3. Evidence Retention: Booking confirmations, vouchers, usage confirmations, and communication records are retained for 5 years.

Exceptional Circumstances

1. Death / Serious Illness / Hospitalization: If you or an immediate family member passes away, or if you require hospitalization, more favorable terms than Section 4 may apply. Documentation required (death certificate, hospitalization certificate, or medical diagnosis).
2. Family Events: Immediate family weddings or funerals may be considered with supporting documentation.
3. Military Service: Enlistment notices or training call-ups may be considered with supporting documentation.
4. Process: Contact the Customer Center for individual review. Documentation is required in all cases.

Partial Refund Calculation

When cancellation occurs after part of the itinerary has been completed:

• Completed portions: Actual cost settlement (accommodation, meals, transport, and guide fees actually incurred)
• Remaining portions: Refund rates from Section 4 apply
• Formula: Refund = Total Paid − Actual Costs Incurred − Cancellation Fee

Group Booking Provisions

For groups of 10 or more persons:

• Cancellation Rules: Individual product rules take priority. A separate contract may be drawn up.
• Minimum Participants: Contract terms apply.
• Representative Authority: The group representative is authorized to cancel or modify the entire booking.

How to Request a Refund

1. Online: My Page > Booking History > Cancel Request > Enter refund account details (for bank transfers)
2. By Phone/Email: Contact Customer Center → Identity verification → Confirm refund account
3. Track Status: My Page > Cancellation/Refund History for real-time status updates

Contact

Refund Inquiries: +82-033-1234-5678 / angela@ublong.kr

Business Hours: Mon–Fri 09:00–18:00 KST (Closed weekends and public holidays)

Effective Date

This Policy is effective as of June 27, 2025.

Frequently Asked Questions

How much do I get back if I cancel 3 days before departure?

50% of the total product price is refunded (50% cancellation fee deducted). However, separately confirmed airline tickets or accommodations may follow different rules.

What if my flight is cancelled due to a typhoon?

Full refund applies for cancellations due to force majeure (natural disasters, etc.). Official KMA weather alerts or similar objective evidence is required.

I tested positive for COVID-19 and can't travel. Am I eligible for a refund?

For mandatory isolation or hospitalization, more favorable terms may apply with proper documentation (diagnosis certificate, isolation notice). Contact the Customer Center.

When will the refund arrive?

Refunds are processed within 7–14 business days after cancellation confirmation. Card refunds: 3–5 days. Bank transfers: 1–2 days. Simple payments: 2–3 days.

Can I cancel on the day of departure?

Day-of cancellation results in no refund (0%). Exception applies for force majeure events (Section 8).

What if the local itinerary is cancelled after I arrive?

Full refund for uncompleted portions plus alternative itinerary when the local operator is at fault (guide absence, accommodation not provided, etc.).

Group booking — can I cancel for just some people?

Group bookings (10+) may restrict individual cancellations. Changes are processed through the group representative. Please check your contract.

What happens if I do a chargeback via my card company?

For valid reasons (service not provided), we will cooperate fully. For invalid chargebacks, we will submit evidence and dispute. We recommend contacting the Customer Center first.