1. Refund Terms

Shippop Company Limited (“Shippop”) will refund users only in cases where the Shippop system is unable to provide services due to a system error or technical force majeure of Shippop, subject to the following conditions:

1.1 In the event that the system is unable to provide service or cannot be accessed due to a server system malfunction or maintenance work that was not notified in advance and Shippop is unable to complete the repair within seven (7) days from the date of the incident.

1.2 In the event of an error occurring in the Shippop system which results in service failure, such as unsuccessful order processing or inability to use the main functions of the system.

1.3 In the event of a technical failure that is not caused by the user's actions, such as a problem with the server system infrastructure or a failure of the Shippop network system itself.

2. Cases that are not eligible for a refund

Shippop will not refund users in the following cases:

2.1 Errors caused by the user, such as filling in incorrect information, incorrect usage, or incorrect system settings.

2.2 Temporary suspension of service according to the system maintenance plan that Shippop has announced or notified in advance.

2.3 Problems caused by external factors beyond Shippop's control, such as the user's internet connection being disrupted or problems with the user's own equipment.

3. Refund request procedure

3.1 Users must report the problem and submit a refund request through the channels specified by Shippop, such as email, customer service, or the in-app support system. Users can press “Request Help” after logging in.

3.2 Shippop will investigate the facts, analyze the cause of the problem and consider according to Shippop's criteria.

3.3 If Shippop determines that the issue falls under the criteria, Shippop will process the refund to the user within a period not exceeding seven (7) to fifteen (15) business days from the date Shippop approves the refund.

4. Additional Terms

4.1 Shippop reserves the right to change, amend, add or cancel the Terms without prior notice. However, your continued use of our Services after the date of the change shall be deemed your acceptance of the new Terms.

4.2 Shippop's decision and discretion in refunding users is final in all cases.

4.3 If any part of this disclaimer is held to be unlawful, that part shall be ineffective but the remaining unlawful parts shall remain in full force and effect.

The information was updated on October 16, 2025.