Refund & Cancellation Policy

1. Customer Booking — Self-Cancellation

This policy applies equally to all bookings paid through the LUWEI platform, regardless of customer nationality (Korean or international). Refund tiers are based on the time remaining until the appointment start time (not the payment time).

• Cancelled more than 24 hours before — 100% refund (automatic)
• Cancelled 2–24 hours before — 50% refund (automatic)
• Cancelled within 2 hours of start or after start — 0% refund
• No-show (failure to appear at appointment time) — 0% refund (paid out to venue)

2. Venue-Side Refund (Automatic Decline Policy)

If the venue does not confirm or decline within its response time after payment (15 minutes, 1, 3 or 12 hours as set by the venue and shown when booking), the system automatically declines the booking and refunds 100% of the paid amount to the customer.

When the venue declines explicitly (e.g. due to schedule conflict), 100% of the paid amount is also refunded automatically. Refunds are processed through the NicePay cancellation API. The actual return to the customer's card may take 3–5 business days depending on the card issuer.

2-2. Products Sold Directly by LUWEI (Scrub Day Pass · Concierge)

The Scrub Day Pass and Concierge are sold directly by LUWEI and follow the terms below. Send cancellation or change requests to business@luwei.kr; the time the email arrives (Korea time) is what counts.

• Cancelled before we confirm a bathhouse — 100% refund
• LUWEI could not confirm a bathhouse for you — 100% refund (we will let you know first)
• Cancelled after confirmation and before 18:00 (Korea time) on the day before your visit — the “scrub fee included” portion is refunded 100%, the pass price 50%
• Cancelled after 18:00 the day before, on the day, or no-show — no refund (the scrub provider has already been paid by then)
• One free date change is possible before 18:00 the day before; the bathhouse has to be re-confirmed.

If you paid in USDT, the refund is based on the USDT amount received and is sent to your wallet address on the same network (TRC20), less the network fee. Changes in the KRW equivalent are not reflected. Refunds are sent within 3 business days of approval.

Concierge: if LUWEI cannot secure a booking at any of the venues you asked for, the full amount is refunded. Once at least one booking is made, cancellations, changes, venue charges and no-shows follow each venue’s own policy, and the concierge fee is not refundable.

3. Partner Self-Onboarding Listing Fee Refund

Partners who register during the Early Partner period (through 2026-12-31 23:59 KST) are charged ₩0, so no listing fee payment is collected.

From 2027-01-01 00:00 KST, the standard listing fee of ₩300,000 (VAT excluded) applies. The listing fee is a one-time onboarding cost for venue registration, multilingual exposure, and access to the automatic settlement system. Venue activation and setup access are granted immediately upon payment. Under Korean digital service withdrawal regulations, the right of withdrawal may be limited once the venue page has been activated and the setup wizard has been accessed within 7 days of payment.

In the following cases, individual facts will be reviewed and a refund or equivalent remedy will be provided: duplicate payments / venue activation not completed due to system failure / service materially different from the advertised content.

4. Processing Time

Once a refund is approved, the cancellation/refund request is submitted to NicePay within 3 business days. Depending on the card issuer and payment method, an additional 3–5 business days may be required for the refund to appear on the customer's card.

5. Governing Law

This policy is governed by the Act on the Consumer Protection in Electronic Commerce of the Republic of Korea and related laws. Disputes will be handled under Korean law, with jurisdiction in the Seoul District Court.

6. Contact

For refund, cancellation, or payment inquiries, please contact business@luwei.kr. We respond within 1–2 business days. Business registration information is available at /legal/business-info.