Refund Policy

Overview

This policy applies to all reserve snapshot engagements, annual custody reviews, and ad-hoc verification visits booked through System Grovepoint Co., Ltd.

Deposit and Confirmation

A 50% deposit is required to confirm a scheduled visit date. The deposit secures associate availability and preparation time for your pre-visit questionnaire review. The remaining balance is due upon delivery of the reserve report or verification letter.

Full Refund

You are eligible for a full refund of your deposit if:

• We cancel the engagement due to associate unavailability and cannot offer an alternative date within ten business days of your original appointment
• You cancel more than ten business days before the scheduled visit date
• We determine, after reviewing your questionnaire, that your custody arrangement falls outside our service scope and we cannot proceed

Full refunds are processed within fourteen business days to the original payment method.

Partial Refund

A partial refund of 50% of the deposit is available if you cancel between five and ten business days before the scheduled visit. This covers associate preparation and scheduling costs already incurred.

Non-Refundable Items

The following are non-refundable:

• Cancellations with fewer than five business days’ notice, unless we can reallocate the associate to another client
• No-shows on the scheduled visit date without prior notice
• Work already completed, including delivered reserve reports and verification letters
• Rush scheduling premiums once the visit has been confirmed
• Travel surcharges for visits where the associate has already departed for your location
• Purchased materials such as physical bound report copies once production has begun

Rescheduling

You may reschedule a confirmed visit once at no charge if the request is made at least five business days before the original date. Subsequent rescheduling requests may incur a ₩150,000 administrative fee. Rescheduling with fewer than five business days’ notice is treated as a cancellation under the terms above.

Refund Process

To request a refund or cancellation, email hello@system-grovepoint.click with your engagement reference number, scheduled visit date, and reason for the request. We will confirm eligibility and processing timeline within three business days.

Refunds are issued via bank transfer (KRW) or USD wire to the original payer. Processing typically takes seven to fourteen business days after approval.

Service Quality Concerns

If you believe a delivered report contains factual errors based on balances displayed during the visit, contact us within ten business days of delivery. We will review visit checklists and, where an error is confirmed, issue a corrected report at no additional charge. This is not a refund but a correction of our documentation.

Exceptions

Exceptional circumstances such as natural disasters, government-mandated office closures, or health emergencies are evaluated case by case. Contact us as early as possible to discuss options.

Contact

Refund and cancellation requests: hello@system-grovepoint.click
Office 10, 81 Placeholder-gil, Jung-gu, Seoul 00000
Phone: +82 2 0000 5475