For users
Refund Policy
Scope
This policy applies to the Trade Insurance Prep Package. It is a paid service in which, for a single export deal, we check the eligibility requirements and prepare your deal information in application-ready form, a list of the documents a claim requires, and materials for internal approval, then deliver them to you by email.
The Company does not underwrite insurance, review claims or apply for coverage on your behalf, and does not recommend specific products. Eligibility and terms are decided by the relevant institution, such as the Korea Trade Insurance Corporation (K-SURE), under its policy terms and review criteria. Whether you obtain coverage or receive a claim payment is therefore not grounds for a refund under this policy.
The 1-minute export readiness check is free, so no payment is involved and refunds don’t apply. Sections 07 through 12 below apply to Document pre-check submissions received on or before August 20, 2026.
Pricing and payment
Pricing depends on how many documents we prepare, so there is no fixed price up front. When you send a request, we quote the price and turnaround time within one business day, and you pay only after you’ve reviewed them.
You can pay by bank transfer, against a tax invoice, or by card (processed by Toss Payments). We don’t use automatic, recurring or subscription billing.
Cancellation
You can cancel at any time before you pay, at no cost. If you request a quote but don’t pay, we won’t charge you.
To cancel, just let us know at contact@theo-ne.com.
Refund criteria
This service produces and delivers intangible materials. The reference point is when we email you the materials we’ve prepared, and we handle refunds differently before and after that point, as shown below.
| Timing | Refund |
|---|---|
| After payment, before delivery | Full refund, even if we’ve already started preparing your materials. |
| After delivery | Given the nature of the service, refunds generally aren’t available. However, if one of the cases in 05 applies, you get a full refund even after delivery. |
We deliver the materials by email. The time we send that email counts as the delivery time.
Full refund even after delivery
These are cases where we didn’t keep our end of the deal. You don’t need to prove anything.
| Reason | Outcome |
|---|---|
| We didn’t deliver the materials within the turnaround time we quoted | Full refund |
| Some of the documents on the list we gave you were missing from the materials | Full refund |
| We sent you materials for a different deal by mistake | Full refund |
| You received a notice from the Korea Trade Insurance Corporation (K-SURE) returning your filing because of deficiencies in documents we prepared | We’ll redo the documents, or give you a full refund if you prefer |
This does not include outcomes that stem from the deal itself or from the institution’s review, such as a declined application or an insufficient coverage limit.
Requesting and processing a refund
To request a refund, email contact@theo-ne.com. Please do so within 14 days of receiving the materials, or, for a returned filing under 05, within 14 days of receiving the return notice.
The request window and the processing time are two different things. You just need to request within 14 days; processing time is counted separately, starting from the day we confirm your request.
We refund to your original payment method within 3–5 business days of confirming your request. For card payments, it may take a few more days to show up in your account, depending on your card issuer. If we issued a tax invoice, we also issue an amended tax invoice. We don’t charge a refund fee.
Transitional provisions for the former service
Sections 08 through 12 below apply only to Document pre-check submissions received on or before August 20, 2026. Intake and payment for that service ended on August 20, 2026, but the refund and deletion rights attached to submissions already received remain in force.
Scope
This service reviewed the 17 items in a document your buyer sent, compared them against a standard, and delivered a same-day summary. This policy applies to one-time paid submissions. Intake and payment closed on August 20, 2026.
Free (₩0) submissions didn’t involve payment, so refunds don’t apply. For those, you could cancel at any time before delivery, at no cost.
Refund criteria
This service produced and delivered an intangible summary. The reference point is when we delivered your summary, and we handle refunds differently before and after that point, as shown below.
| Timing | Refund |
|---|---|
| After payment, before summary delivery | Full refund, even if the review had already started. |
| After summary delivery | Given the nature of the service, refunds generally aren’t available. However, if one of the cases in 10 applies, you get a full refund even after delivery. |
Summaries were delivered via a link sent by email. The time we sent that link counts as the delivery time.
Full refund even after delivery
These are cases where we didn’t keep our end of the deal. You don’t need to prove anything.
| Reason | Outcome |
|---|---|
| We didn’t deliver your summary on the day we received your submission | Full refund |
| Some of the 17 items were missing from your summary | Full refund |
| We reviewed a different document than the one you sent | Full refund |
| The link didn’t open and you couldn’t get your summary | We’ll resend it, or give you a full refund if you prefer |
Requesting and processing a refund
Email contact@theo-ne.com with the email address you paid with and your submission number. You’ll find your submission number via the link in your confirmation email. There’s no separate form.
Please request a refund within 14 days of the day your summary was delivered. As defined in 09, that means the day we sent you the summary link. The same applies to cases under 10.
If you haven’t received your summary yet, this deadline doesn’t apply. You can cancel at any time before delivery for a full refund.
The request window and the processing time are two different things
The 14-day window is how long you have to request a refund. The 3–5 business day processing time is how long it takes us to complete the refund once we’ve confirmed your request. You just need to request within 14 days; processing time is counted separately from there.
We refund to your original payment method within 3–5 business days of confirming your request. Depending on your card issuer, it may take a few more days to show up in your account. We don’t charge a refund fee.
Refunds and file deletion
Our rule was to delete the files you sent 30 days after submission, regardless of refund status. On September 9, 2026, we deleted every remaining file and intake record and decommissioned the database that held them. This describes the discontinued intake. Current app and pilot data follow the official app privacy notice.
If you want immediate deletion
Write to contact@theo-ne.com. If you agree that the summary can’t be regenerated and make the request, we’ll confirm it and promptly delete the files you sent, along with your submission record. You can request this at any time, separately from a refund, and if you also request a refund, the deletion still goes ahead.
Once deleted, we can’t regenerate a summary for that submission. If you haven’t received your summary yet, requesting deletion stops that submission. You can also wait to receive your summary and delete it afterward.
For current app and pilot data, see the official app privacy notice (Korean) for storage and deletion terms. Payment records needed to process refunds are kept by our payment processor (Toss Payments) for the period required by law.
Other terms
TROPS is not a legal advisory service. The materials we deliver are reference materials to help you make your own decisions and filings, and they carry no legal effect on their own. The final decision rests with you and any professional you engage.
What the Company does not do is also set out on our home page and in our Terms of Service (currently available in Korean only). Where this policy and the Terms of Service differ, this policy prevails.
Anything not covered here is governed by applicable law, including Korea’s Act on Consumer Protection in Electronic Commerce. If we change this policy, we’ll post the changes and the effective date on this page in advance.
The Company has applied for e-commerce business registration and is awaiting approval. Once the registration number is issued, we’ll add it to the business information at the bottom of this page.
This policy is a draft. We revised it in full on September 5, 2026 for the Trade Insurance Prep Package, and it will be finalized after legal review. Provisions may change during that review; we’ll post any changes and their effective date on this page.
Even before the review is complete, the Company will honor the cancellation and refund terms set out here, and they will never be applied to your disadvantage. Questions? Email contact@theo-ne.com.