Refund Policy

Overview

This policy applies to custody review sessions, seed phrase audits, and recovery checkup planning engagements booked through File Haven Core Co., Ltd.

Deposit

A 30% deposit is required to confirm any scheduled session. The deposit secures your calendar slot and covers preparation time.

Full Refund

You receive a full refund of all fees paid if:

• We cancel the session due to practitioner unavailability and cannot offer a suitable alternative date
• You cancel more than fourteen days before the scheduled session date

Partial Refund

• Cancellation 7–14 days before session: 50% of the deposit is refunded; the remainder covers scheduling and preparation costs
• Cancellation fewer than 7 days before session: Deposit is non-refundable

Non-Refundable Items

• Sessions marked as no-show without prior contact
• Work already completed, including intake calls, written custody log entries, or delivered recovery plans
• Expedited scheduling surcharges once the expedited slot has been confirmed
• Travel supplements for on-site visits once travel has been arranged

Rescheduling

One free reschedule is permitted if requested at least seven days before the original session date. Additional reschedules incur a ₩50,000 administrative fee. Rescheduling requests made fewer than seven days before the session are treated as cancellations under the terms above.

Refund Process

Approved refunds are processed within ten business days via the original payment method (bank transfer). You will receive email confirmation when the refund is initiated.

Cancellation by Client After Work Begins

If a session begins and the client chooses to discontinue partway through, fees for completed hours are non-refundable. Partial documentation delivered up to that point remains with the client.

Materials Purchased on Client Behalf

We occasionally recommend third-party materials (metal backup plates, hardware wallets) but do not purchase them on client behalf. No refund applies to products clients acquire independently.

Disputes

Contact contact@filehavencore.click with refund requests. Include your booking date, service type, and reason for the request. We aim to respond within five business days.

Exceptions

Extraordinary circumstances (medical emergency, natural disaster) are reviewed individually. Documentation may be requested.

Last updated: August 2025