Refund & Cancellation Policy
Last updated: June 2025 — Applies to all bookings made via MUGOONG
Quick Summary
100%
Full refund if cancelled 72+ hours before the experience
50%
Partial refund if cancelled 24–72 hours before
0%
No refund for cancellations within 24 hours or no-shows
1. Payment Processing
All payments on MUGOONG are processed securely by Eximbay Co., Ltd., a licensed payment gateway authorised under Korean Financial Services regulations (Registration No. 02-006-00060). Eximbay supports major international credit and debit cards including Visa, Mastercard, JCB, UnionPay, and Alipay.
- Payment is charged at the time of booking confirmation.
- All transactions are in USD (United States Dollar) unless otherwise specified on the listing.
- Currency conversion is handled by your card issuer. MUGOONG is not responsible for exchange rate fluctuations.
- A booking confirmation email with receipt is sent to your registered email address.
- MUGOONG may charge a service fee clearly displayed before payment completion.
2. Cancellation & Refund Policy
The following standard cancellation policy applies to all bookings unless the individual listing specifies stricter terms. All cancellation windows are calculated from the scheduled start time of the experience in Korea Standard Time (KST, UTC+9).
| Cancellation Notice | Refund | Processing Time |
|---|---|---|
| 72 hours or more before experience | 100% refund | 5–10 business days |
| 24–72 hours before experience | 50% refund | 5–10 business days |
| Less than 24 hours before experience | No refund | — |
| No-show (failure to appear) | No refund | — |
* Service fees charged by MUGOONG are non-refundable. * Refunds are returned to the original payment method only.
3. How to Cancel a Booking
- Log in to your MUGOONG account.
- Go to My Bookings from the account menu.
- Select the booking you wish to cancel.
- Click Cancel Booking and confirm.
Alternatively, email us at support@mugoong.com with your booking confirmation number. Cancellation requests must be submitted before the applicable deadline; the timestamp of your email is used to determine the cancellation window.
4. Partner Cancellations
If a Partner (service provider) cancels your booking for any reason, you will receive a 100% full refund including any service fees. We will notify you by email immediately and, where possible, help you find an alternative.
5. Force Majeure
In the event of circumstances beyond reasonable control — including but not limited to natural disasters, government-mandated restrictions, severe weather, or public health emergencies — MUGOONG may, at its discretion, offer a full refund or free rebooking regardless of the standard cancellation window.
6. Refund Processing
Approved refunds are processed within 5–10 business days from approval. Actual credit to your account may take additional time depending on your card issuer or bank. MUGOONG is not responsible for delays caused by financial institutions.
Refunds are issued only to the original payment method. If your card has been cancelled or expired, contact us at support@mugoong.com so we can arrange an alternative.
7. Disputes & Chargebacks
If you believe a charge is incorrect, please contact us at support@mugoong.com before initiating a chargeback with your card issuer. We are committed to resolving legitimate disputes promptly. Initiating a chargeback without first contacting us may result in suspension of your MUGOONG account.
8. Contact
For any questions about payments or refunds:
- Email: support@mugoong.com
- Response time: within 1–2 business days
Payment Disputes via Eximbay: cs@eximbay.com