Refund and Cancellation Policy

Effective: March 1, 2026 | Last Updated: March 17, 2026

1. Purpose

This policy governs the payment, cancellation, and refund terms for paid services offered through the Whistle AI platform ("Service") operated by MOTIVE Innovation Co., Ltd. and MOTIVE Global, Inc. (collectively, the "Company"). It is designed to protect your rights and ensure transparent billing practices.

2. Definitions

1. "Paid Service" means any subscription plan or per-use service for which you pay a fee.
2. "Subscription" means a recurring payment arrangement for continued access to the Service.
3. "Auto-Renewal" means automatic recurring charges via Stripe (global) or TossPayments (Korea) at the end of each billing cycle.
4. "Cooling-Off Period" means the initial 7-day period after payment during which withdrawal rights apply.
5. "Per-Use Service" means individually priced services (e.g., single AI analysis reports) charged separately from subscriptions.

3. Subscription Plans

3.1 Pricing

3.2 Billing Cycles

Global prices are in US Dollars and exclude applicable taxes. Korean prices include VAT (10%).

4. Cooling-Off Period (Right of Withdrawal)

1. You may withdraw from a Paid Service within 7 days of payment.
2. If you have not used any core features (AI analysis, document generation, etc.) during the cooling-off period, you are entitled to a full refund.
3. If you have used the Service during the cooling-off period, a pro-rata deduction for days used will apply (see Section 5).
4. The right of withdrawal may be limited if:
   • The service has been damaged or lost due to your actions
   • The value of the service has been substantially diminished by your use
   • The digital content has been fully consumed or delivered
5. If the Company has not provided adequate prior notice of withdrawal limitations, your right of withdrawal is not restricted.

5. Subscription Refund Schedule

After the cooling-off period (7 days), or if you have used the Service, refunds are calculated as follows:

5.1 Monthly Subscription

5.2 Semi-Annual (6-Month) Subscription

5.3 Annual (12-Month) Subscription

5.4 Refund Calculation Formula

For semi-annual and annual plans that include a discount, the used period is calculated at the standard (non-discounted) monthly rate. An early termination fee of 10% of the remaining balance is applied to compensate for the discount received.

6. Per-Use Service Refunds

For individually priced services (e.g., single AI analysis reports, premium reports) charged separately from subscriptions:

1. Before execution: Full refund is available if the service has not yet been processed.
2. After AI analysis is complete: No refund is available once the AI analysis report has been generated and delivered, as the digital content has been fully consumed.
3. Service error: If a system error on our end results in an abnormal or incomplete analysis, we will provide a full refund or a complimentary re-analysis at your option.

7. Free Tier and Plan Changes

1. Free tier: The FREE plan incurs no charges. You may use or discontinue it at any time.
2. Upgrade: When upgrading from a lower to a higher plan, you will be charged the pro-rated difference for the remaining billing period.
3. Downgrade: When downgrading from a higher to a lower plan, the change takes effect at the start of the next billing cycle. No pro-rated refund is provided for the current period.

8. Cancelling Auto-Renewal

1. To prevent automatic renewal, you must cancel at least 3 days before the next renewal date through the account settings or by contacting customer support.
2. After cancellation, you retain access to the Service until the end of the current billing period.
3. If cancellation is requested within 3 days of the renewal date, the automatic charge may have already been processed. In that case, this refund policy applies.

9. Refunds Due to Company Fault

1. If the Company fails to provide the Service due to its own fault (e.g., extended outage, service discontinuation), a full refund will be issued.
2. "Extended outage" means the Service is unavailable for 72 or more consecutive hours.
3. If the Service is discontinued, a pro-rated refund for the remaining subscription period will be provided based on the discontinuation date.

10. Non-Refundable Circumstances

1. Completed AI analyses: Per-use AI analysis reports (PESTEL, Porter's Five Forces, TAM/SAM/SOM, risk matrix, etc.) that have been generated and delivered.
2. Completed document generation: Per-use export documents (Proforma Invoice, Commercial Invoice, Packing List, Certificate of Origin, Sales Contract, etc.) that have been generated.
3. Buyer matching fees: Fees for buyer-manufacturer matches that have been accepted by both parties.
4. Terms of Service violations: If your access has been restricted or terminated due to violation of the Terms of Service.
5. Monthly subscription after day 16: Monthly subscriptions past the 16th day of the billing period (service continues until end of period).
6. Fraudulent use: If the Service was used fraudulently or promotions/discounts were abused.

11. How to Request a Refund

11.1 Request Channels

• Email: [email protected]
• Phone: +82-70-5097-6371 (Mon-Fri, 10:00-18:00 KST)
• In-App: Settings > Subscription Management > Request Refund

11.2 Required Information

• Your registered email address
• Date and amount of payment
• Reason for refund request
• Payment card information (card issuer, last 4 digits)

11.3 Refund Process

1. Request submitted: You submit a refund request through any of the channels above.
2. Review: We verify your payment and usage records (1-2 business days).
3. Processing: Once approved, the refund is initiated.
4. Confirmation: You receive an email confirmation when the refund is complete.

11.4 Processing Timeline

All refunds are processed through the original payment method. Depending on your card issuer or bank, additional business days may be required for the refund to appear on your statement.

12. Escrow and Transaction Disputes

1. For transactions between buyers and manufacturers facilitated through the Service, the Company provides escrow-style payment protection via Stripe manual capture.
2. Transaction disputes are reviewed on a case-by-case basis within 48 hours of the dispute being raised.
3. If a resolution cannot be reached through the Company's review process, the dispute may be escalated to the payment processor (Stripe) or to consumer protection authorities.

13. Dispute Resolution

1. If a dispute arises regarding a refund, the Company and you shall first attempt to resolve it through mutual consultation.
2. If consultation does not resolve the dispute, you may seek assistance from:
   • Korea: Korea Consumer Agency (KCA) — 1372 / kca.go.kr
   • Korea: Electronic Commerce Dispute Resolution Committee — ecmc.or.kr
   • US/Global: Stripe's dispute resolution process, or your local consumer protection authority
3. For Korean users: Litigation shall be filed at the Seoul Central District Court.
4. For global users: Disputes shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) in Wilmington, Delaware, in accordance with its Commercial Arbitration Rules.

14. Effective Date and Amendments

1. This policy is effective as of March 1, 2026.
2. Changes to this policy will be communicated at least 7 days before the effective date via in-app notification or email.
3. Changes that are materially adverse to you will be communicated at least 30 days in advance.
4. Your continued use of the Service after the effective date of the amended policy constitutes your acceptance of the changes.