Refund Policy
- Unused asks in an order are refunded within 7 days of purchase.
- Asks already used are not refunded.
- A minor's purchase is refunded in full, with no time limit.
- A question whose answer never reached you is never charged in the first place.
1. Refunds within 7 days
Until 24:00 (Korea time) on the 7th day after purchase, we refund the "Ask Vincent" asks in an order that are still unused. The refund is the number of unused asks × the price of one ask (KRW 100 for payments in Korea, VAT included), paid back as a partial cancellation of the payment. The refunded asks are taken back (Article 17 of the Korean Act on Consumer Protection in Electronic Commerce).
2. Asks already used
Asks already used cannot be withdrawn or refunded, because each ask is digital content whose supply is complete once the answer is received (Article 17(2)5 of that Act). You can try the Service first with free asks.
However, if a pass is different from how it was described or advertised, or from the contract, you can withdraw within 3 months of receiving it and within 30 days of learning of it (Article 17(3) of that Act).
3. Purchases by minors
If a minor paid without a legal guardian's consent, the minor or the guardian can cancel the purchase (Korean Civil Act, Article 5). We refund it in full, with no time limit, and take back any remaining asks. We do not charge for, or deduct, asks already used.
Cancellation is not available if the minor used deception to make us believe they were an adult or had the guardian's consent (Korean Civil Act, Article 17). We may ask for the minimum proof needed to confirm the minor and the guardian, and destroy it as soon as the case is closed.
4. Answers that did not arrive
An "Ask Vincent" is used only when Vincent's answer (text and voice) is delivered. If no answer arrived, if an error cut the answer or the voice, or if you cancelled while waiting, nothing was charged, so there is nothing to refund. If an outage on our side kept you from using a pass, we give back the asks or refund them.
5. Expired passes
Passes are valid for 5 years from the day they were last used (or from the purchase date if never used). After that, any remaining asks are refunded on request. If we close the Service for good, remaining asks are refunded too.
6. How to ask
- Email [email protected], or use "Refunds and minors' cancellations" in the Service
- Hours: weekdays 10:00–18:00 (Korea time); closed on weekends and Korean public holidays
- Please include: the account you signed in with (Google, Apple or email), and the payment date and amount or the payment receipt
7. Timing and method
- We refund within 3 business days of the withdrawal (Article 18(2) of that Act). If we are late, we pay the statutory late interest.
- Orders paid outside Korea are refunded through Paddle, the seller of record, under the same promises.
- Orders paid in Korea are partly cancelled through Toss Payments, for the unused asks. When the refund shows on your statement depends on your card issuer.
Full conditions are in sections 11 and 12 of the Terms of Service.