Refund Policy
Published: August 24, 2026 · Effective: September 24, 2026
This policy explains Article 11 of the Firstage Terms of Service in detail. Where this policy and the Terms differ, whichever is more favorable to you applies.
1. Your Basic Right to Withdraw
Under Korea's Act on Consumer Protection in Electronic Commerce, you may withdraw your purchase within 7 days of payment. The limits in sections 2 to 4 apply only where the statutory exception in Article 17(2) of that Act applies, and the Company states this on the purchase screen and obtains your consent beforehand.
2. Subscriptions
- If you have not used any paid feature after payment, you receive a full refund within 7 days.
- If you have used paid features, the amount for the period used is deducted and the rest refunded.
- You may cancel at any time and keep access until the period you already paid for ends. Any refund for the remaining period follows the rules above.
- Subscription payments are handled by Paddle as Merchant of Record, so refunds are processed through Paddle and returned to your payment method.
3. Credits
- Unused Credits are refunded in full.
- Credits already spent are not refundable. AI features show the deduction before they run, so please check before starting one.
- If Credits were deducted but no result was produced because of a system error, they are not treated as spent and are returned to you.
4. Photobook Printing
A photobook is a made-to-order product, produced individually from your photos and layout.
| Stage | Refund |
|---|---|
| Before production begins | Full refund |
| After production begins | Withdrawal not available (defects and wrong deliveries under section 5 are the exception) |
- "Production begins" means the moment the print file is handed to the printing partner. Until then you can cancel from the order screen and receive a full refund.
- The Company sends a notice before production starts, giving you time to cancel.
5. Defects and Wrong Deliveries (regardless of production stage)
In the following cases you may have the item remade free of charge or fully refunded, even after production and delivery. The Company pays return costs.
- Print quality faults (color problems, missing pages, binding defects)
- Damage in transit
- Delivery of an item different from what you ordered
Tell us within 30 days of receipt, with photos.
Not treated as defects
- Reduced image quality caused by low-resolution photos you uploaded. The editor warns you in advance when a photo's resolution is too low.
- Color differences between screen and print that fall within the normal range of the printing process.
- Redelivery caused by an incorrect delivery address you entered (redelivery cost is yours).
6. How Refunds Are Processed
- Request — send your order number and reason through in-service support or to [email protected].
- Review — we confirm the outcome and next steps within 3 business days.
- Payout — once approved, the refund is issued within 3 to 10 business days depending on the payment method. Card refunds may take longer to appear, depending on your card issuer.
7. Purchases Made Through External Platforms
If you paid through a crowdfunding platform or an external partner such as Klook or GetYourGuide, refunds follow that platform's policy and procedure. The Company is not a party to that transaction and does not refund it directly, but will help you reach the platform if needed.
8. Contact
- Email: [email protected]
- Reply: within 3 business days
If you and the Company cannot reach agreement on a refund, you may apply for mediation to the Korea Consumer Agency (1372) or the Electronic Commerce Dispute Mediation Committee.
The Korean version of this policy is authoritative. Where a translation differs in meaning, the Korean version governs.