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[GGUGE] Cancellation and Refund Guide

1. How do I cancel a class?

When you cancel a class, a cancellation fee and penalty may apply depending on when you cancel. Also, the cancellation path differs depending on the device you use, so please refer to the details below for more specific methods.

1-1. Canceling a class on PC

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Click [Gguge homepage > calendar-shaped icon in the top right].
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Click [Upcoming Schedule > ··· next to the schedule to cancel > Cancel OOO Schedule].
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For subscription classes, this is shown as [Cancel OOO Subscription].
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When you press the subscription cancellation button, you'll see 2 options.
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Cancel after taking the class on O/O
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Get a refund and cancel the class immediately
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To proceed with schedule cancellation/subscription cancellation, you must select a cancellation reason.
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Before refunding, you can check the class time, payment time, refund request time, cancellation fee, total refund amount, and more.
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Pressing the ▼ button next to the cancellation fee lets you check the detailed cancellation fee amount.
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You can check the cancellation fee tiers and schedule cancellation policy, so please refer to them!

1-2. Canceling a class on mobile web or app

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Click [Gguge main page > Schedule button at the bottom].
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Click [Upcoming Schedule > ··· next to the schedule to cancel > Cancel OOO Schedule].
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For subscription classes, click [Cancel OOO Subscription].
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When you press the subscription cancellation button, you'll see 2 options.
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Cancel after taking the class on O/O
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Get a refund and cancel the class immediately
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To proceed with schedule cancellation/subscription cancellation, you must select a cancellation reason.
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Before refunding, you can check the class time, payment time, refund request time, cancellation fee, total refund amount, and more.
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Pressing the ▼ button next to the cancellation fee lets you check the detailed cancellation fee amount.
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Before refunding, you can check the cancellation fee tiers and schedule cancellation policy, so please refer to them!

2. A cancellation fee applies when I cancel.

At Gguge, a cancellation fee applies based on the class start time, depending on when you cancel.
If you cancel 48 hours before the class start time, no separate cancellation fee applies, but if you cancel within 48 hours, a cancellation fee applies depending on when you cancel.
Please refer to the table below for the refundable amounts and tiers.
Status
Cancellation Available
Refund
48+ hours before
O
100%
48–24 hours before
O
50%
24–12 hours before
O
30%
12–6 hours before
O
10%
6–3 hours before
O
5%
3 hours – before class start
O
0%
After class start
X
Not cancellable

3. I want to cancel a multi-session class.

3-1. I want to cancel only a specific session.

A multi-session class is a class where you purchase the entire schedule at once. You cannot cancel only a specific session or some sessions out of the full class schedule; all schedules after the point of cancellation will be canceled.

3-2. A penalty applies when I try to cancel. Why is that?

When you cancel a multi-session class, no other student can join partway through even if a spot opens up. Therefore, if you cancel the class at a point when a cancellation fee applies, a penalty applies along with the cancellation fee. The penalty is [actual amount paid per session * 10% of the number of remaining schedules].

4. I want to skip just one session of a subscription class while keeping my spot.

Unfortunately, there is no way to keep your spot while skipping only some sessions of a subscription class.
If you unavoidably cannot take the class, you must cancel the subscription class and then enroll again when you want to take it. However, please note that if there are no spots left at the time you re-enroll, re-enrollment will not be possible.
When you cancel a subscription class, all schedules after the cancellation time will be canceled, and whether a cancellation fee applies depends on whether the class fee has been renewed.
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If the subscription class fee has been renewed, a cancellation fee applies depending on when you cancel. Please refer to the table below for the cancellation fee tiers! However, cancellations made within 1 hour of the renewal payment completion are exempt from the fee.
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If you cancel before the subscription class fee is renewed, you can cancel the subscription without a cancellation fee.
Status
Cancellation Available
Refund
48+ hours before
O
100%
48–24 hours before
O
50%
24–12 hours before
O
30%
12–6 hours before
O
10%
6–3 hours before
O
5%
3 hours – before class start
O
0%
After class start
X
Not cancellable

5. I want to refund Gguge Money.

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A Gguge Money refund can only be requested by the account holder themselves, and can be submitted using the form below.
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Gguge Money cannot be partially refunded; only a full refund is possible.
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When filling out the application form and attaching a copy of your account for a Gguge Money refund, the Gguge account holder's information and the refund account holder's information must match.
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Gguge Money refunds are processed on Wednesday mornings each week, and the deposit is made on Friday to the account information you provided.
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However, if you use Gguge Money after submitting the refund application form, it is deemed that you intend to use it, and your Gguge Money refund request will be withdrawn.
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Please note that refund requests submitted on Wednesday afternoon will be processed the following Friday.
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Please note that withdrawal is not possible after the refund is completed.
※ When fully refunding Gguge Money, any benefit amount you hold will be entirely forfeited, and even if there is an amount eligible for Gguge Money Cooling-Off Withdrawal, it will be refunded with the refund fee deducted.

6. What is Gguge Money Cooling-Off Withdrawal?

This is a feature that lets you withdraw your purchase after charging Gguge Money, only if you meet the Cooling-Off Withdrawal conditions.
If Cooling-Off Withdrawal is available, we refund without a refund fee, and all 3 conditions below must be met.
1.
The customer has not used any of the Gguge Money received through the purchase payment.
2.
There is no record of the customer using Gguge Money between the time payment was completed and the time the Cooling-Off Withdrawal is completed.
3.
7 days have not passed since the date payment was completed.
Please refer to the method below for how to perform a Gguge Money Cooling-Off Withdrawal.
1.
Click [Gguge homepage > ≡ menu in the top right].
2.
Click [the area showing your held Gguge Money amount].
3.
Click the [∨ next to the payment you want to process the Cooling-Off Withdrawal for] button.
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Click the [Cooling-Off Withdrawal] button.
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On the Gguge Money Cooling-Off Withdrawal page, you can check the payment method and payment date/time, then click the [Cooling-Off Withdrawal] button.
6.
With Cooling-Off Withdrawal, the benefit amount provided as a charging benefit will be entirely forfeited, and once forfeited it cannot be restored, so please take note.
We hope children have a fun and rewarding experience at Gguge. If you have any further questions, please contact the Gguge Customer Center.
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