Paid Service Withdrawal, Cancellation and Refund Policy

Effective date: 6 August 2026

This Policy applies to withdrawal of subscription, cancellation and refunds for The CEO Staff paid services provided by Concerto Labs (the "Company"). For how personal data is handled during payment, please also see the Privacy Policy.

In short

•If you have not used any paid minutes, you get a full refund within 7 days of payment.

•Even after 7 days you can cancel at any time, and you are refunded pro rata for the remaining period.

•Only where usage runs well ahead of the elapsed period is that excess settled.

•The Company charges no penalty or cancellation fee for cancelling mid-term.

•Request a refund from Settings → Billing → Request refund in the Service, or at hello@theceostaff.com.

Article 1 (Subscription term and payment)

① The CEO Staff paid services are paid for in advance in three-month or one-year terms.

② Where recurring payment is used, the subscription renews for the same term as the one originally chosen. You may cancel recurring payment at any time before the next payment date.

③ Cancelling recurring payment does not immediately end the term you have already paid for. Unless you request a refund separately, you can use the Service until the end of that term.

④ The Company gives notice of the payment date, the amount and how to cancel at least 7 days before renewal for three-month subscriptions, and at least 30 days before renewal for annual subscriptions.

Article 2 (Withdrawal within 7 days)

① You may request withdrawal within 7 days of the initial payment date or of a recurring renewal payment date.

② Where all of the following are met, the amount paid is refunded in full.

1. The refund is requested within 7 days of the payment date
2. None of the paid minutes provided by that payment have been used
3. No paid add-on or separate paid service has been used

③ Simple setup activities that do not consume paid minutes — logging in, setting up your profile, registering knowledge base documents and the like — do not count as use of the paid service.

④ Where some paid minutes have been used, even within the 7 days, the portion used is deducted and the remainder refunded under Article 4.

⑤ The initial payment and each recurring renewal payment are treated as separate payments, and the withdrawal terms in this Article apply equally to renewal payments.

Article 3 (Cancellation mid-term)

① You may request cancellation of your subscription at any time, including after the withdrawal period in Article 2 has passed.

② On cancellation the Company refunds the remaining amount, taking into account the period actually used and the paid minutes consumed.

③ The Company does not impose any cancellation penalty or penalty on the remaining balance for cancelling mid-term.

④ Cancelling an annual subscription mid-term does not claw back the annual discount already applied, nor is the period used recalculated at three-month subscription prices.

Article 4 (Calculating the subscription refund)

① The refund on cancellation is calculated pro rata on the remaining subscription period.

Base refund = amount actually paid × (1 − elapsed-period rate)

Elapsed-period rate = days elapsed from the start of the subscription to the refund request ÷ total days in the subscription

② Where usage exceeds the hours allotted in proportion to the elapsed period, the amount corresponding to that excess is deducted.

Allotted hours = monthly hours included in the plan × (days elapsed ÷ 30)

Excess hours = hours actually used − allotted hours (treated as 0 if negative)

Excess-usage charge = excess hours × standard hourly rate

Standard hourly rate = monthly list price of the plan ÷ monthly hours included

③ The final refund is the base refund under paragraph 1 less the excess-usage charge under paragraph 2.

④ Where the hours actually used are within the allotted hours, the amount under paragraph 1 is refunded in full with no deduction.

⑤ Free trial hours, invitation rewards and hours granted free of charge through promotions are excluded from the usage calculation.

⑥ Where the final refund is zero or less, no refund is payable, and any fraction of a won is disregarded.

Worked examples

Based on a 3-month subscription (10 hours included per month, monthly list price KRW 20,000, KRW 60,000 paid for 3 months).

Article 5 (Additional minutes and separate paid products)

① Unused additional minutes can be refunded in full within 7 days of purchase.

② Where some additional minutes have been used, the amount corresponding to the minutes used is deducted from the purchase price and the remainder refunded.

Refund for additional minutes = purchase price × unused minutes ÷ total minutes purchased

③ Minutes granted free of charge through a promotion or event cannot be refunded in cash or transferred to another account.

④ Additional minutes are not refundable once their validity period has ended, except where applicable law provides otherwise.

Article 6 (End of service on refund)

① When you request a refund, the subscription ends immediately at the time of the request.

② After a refund request you can no longer use the base minutes, carried-over minutes or related paid benefits provided by that payment.

③ Benefits provided free of charge or through a promotion are not subject to refund.

④ Minutes that lapse together with a refund cannot be exchanged for cash or transferred to another account.

Article 7 (Defective service and the Company's fault)

① Where the Service is provided differently from what was advertised or agreed, you may request withdrawal or termination within 3 months of the Service being provided, or within 30 days of becoming aware of the discrepancy.

② Where the Service cannot be used normally through the Company's fault, the Company will assess the extent and impact of the failure and provide redress in one of the following ways.

1. Restoring minutes or granting additional minutes
2. Extending the term
3. Refunding the amount corresponding to the period of failure
4. Terminating the contract and refunding the remaining balance

③ Where the Company discontinues the Service or terminates the contract through its own fault, it refunds the remaining balance after deducting the portion used. Where applicable law or the Consumer Dispute Resolution Standards require further compensation, those standards apply.

Article 8 (Breach of the terms of service and misuse)

① The Company may restrict use of the Service or terminate the contract where fraudulent payment, account sharing, abuse of the Service or breach of the terms of service is established.

② The Company does not uniformly forfeit the unused balance solely on the ground of a breach of the terms of service.

③ Where the Company suffers actual damage through a user's intent or gross negligence, it may deduct objectively established damages to the extent permitted by applicable law, and refunds the remainder under this Policy.

Article 9 (How to request a refund)

① Refunds can be requested as follows.

• Settings → Billing → Request refund in the Service
• Customer support email: hello@theceostaff.com

② The Company confirms receipt to the user without delay after a refund request.

③ The Company may request the following information in order to process a refund.

1. The email address on the account
2. Payment date and amount
3. Payment or order number
4. The subscription or paid product to be refunded
5. Reason for the refund request

④ The reason for a refund may be requested for administrative purposes and to improve the Service, but is never used as a condition of a withdrawal or cancellation guaranteed by law.

Article 10 (Refund processing time and method)

① The Company refunds to the original payment method, or takes the steps needed to cancel the payment, within 3 business days of receiving the withdrawal or refund request.

② Where a refund cannot be made to the original payment method, it is made by a method agreed with the user.

③ When the refund actually completes may vary with the processing times of the card issuer, the payment gateway or the financial institution.

④ Where the statutory refund deadline is exceeded through the Company's fault, the Company pays the delay compensation set out in applicable law.

Article 11 (Relationship to other laws and agreements)

① Where applicable law — the Act on the Consumer Protection in Electronic Commerce, the Content Industry Promotion Act, the Consumer Dispute Resolution Standards and the like — is more favourable to the user than this Policy, that law prevails.

② Where a separate agreement has been concluded with a corporate customer, that agreement prevails. It does not, however, limit the rights of a user who is a consumer under applicable law.

③ This Policy was drawn up with the Korean text as the authoritative version; where a translation differs, the Korean text prevails to the extent that this does not conflict with mandatory local law.

Addendum

This Policy takes effect on 6 August 2026.