Cancellation & Refund Policy

Effective dateAugust 13, 2026v1.0

Effective date: August 13, 2026

Operator: Crosshub Co., Ltd.

Service: Travel Pass

Crosshub Co., Ltd. (the "Company") provides the following standards and procedures for cancellations and refunds arising from top-ups, prepaid-card use, and payments by Travel Pass users.

Prepaid cards connected with Travel Pass are issued by partner card issuers. Applicable laws and the partner card issuer's terms for the relevant prepaid card may also apply to card issuance, use, and balance refunds.

The Company does not directly hold or safeguard users' top-up funds. Actual payment, cancellation, refund, and related funds processing may be carried out in accordance with the procedures of payment gateway providers (PGs), partner card issuers, and relevant financial institutions.

1. Types of Cancellation and Refund

Cancellations and refunds through Travel Pass are classified as follows.

① Top-up Cancellation

This means cancelling the original top-up transaction itself where a prepaid card was funded using a credit card, debit card, partner pay service, or another payment method.

② Prepaid-Card Balance Refund

This means requesting the return of the card balance, including funds remaining after a prepaid card has been topped up and used.

③ Merchant Payment Cancellation

This means cancelling a card-payment transaction after purchasing goods or services from a merchant using a prepaid card connected with Travel Pass.

④ Card Purchase or Issuance Cancellation

This means cancelling the issuance of a registered prepaid card or the purchase of an unregistered prepaid card.

⑤ Cancellation or Correction of an Erroneous Transaction

This means cancelling or correcting an error identified in the system or transaction-processing process, such as a duplicate top-up, a top-up that was not reflected, a balance error, or an incorrect deduction.

2. Top-up Cancellation

2.1 Cancellation Before Use

After completing a top-up using a credit card, debit card, or another supported payment method, a user who has not used the top-up amount may request cancellation through the method provided by Travel Pass.

Once the Company receives a cancellation request, it verifies the relevant transaction information and, where cancellation of the original transaction is available, requests cancellation through the PG, card issuer, or payment-method provider.

When a top-up cancellation is completed successfully, cancellation of the original transaction will generally be processed through the payment method originally used for the top-up.

2.2 Cancellation After Partial Use

If a portion of the topped-up amount has already been used, whether the entire original top-up transaction can be cancelled may depend on the payment method, partner card issuer, and applicable payment institution's processing standards.

Where cancellation of the entire original transaction is not available, the prepaid-card balance refund procedure set out in Section 3 may apply.

2.3 When Top-up Cancellation May Be Restricted

In the following circumstances, a top-up cancellation may not be processed immediately, or another procedure such as a balance refund may apply.

All or part of the top-up amount has already been used
The period during which the original transaction can be cancelled for the relevant payment method has expired
The relevant payment method or card issuer does not support cancellation of the original transaction
A payment, cancellation, or refund transaction is in progress
Confirmation of suspected unauthorized use or an unusual transaction is required
Payment or card ledger information must be verified
Immediate cancellation is difficult under applicable laws or the standards of the payment institution applicable to the transaction

3. Prepaid-Card Balance Refunds

3.1 Basic Principle

Whether a remaining prepaid-card balance can be refunded and the applicable refund conditions are governed by applicable laws and the prepaid-card terms of the partner card issuer that issued the relevant prepaid card.

The following may differ depending on the card product or partner card issuer.

Conditions for a balance refund
Minimum refundable amount
Amount-used or usage-ratio requirements
Refund fees
Refund method
Refund processing period
Identity-verification method

Before a user applies for a balance refund, the Company will provide information through the Travel Pass app or another appropriate method so the user can review the principal refund conditions applicable to the card.

3.2 Applying for a Balance Refund

Where a balance refund is available, a user may generally apply through the following process.

Travel Pass app → Submit refund request → Identity verification → Confirm refund eligibility → Processing by card issuer or other relevant institution → Check processing result

Depending on the card product or the partner card issuer's policy, the user may also apply directly through the card issuer's customer center, website, or another method provided by the card issuer.

3.3 Identity Verification

When a registered prepaid card's balance is refunded, the Company may verify that the requester is the user in order to prevent identity theft, fraudulent refunds, and financial incidents.

The following information may be used for identity verification.

Travel Pass account information
Card identification information
eKYC completion status
Bank-account information in the user's own name
Other information required by the card issuer or relevant institution to process the refund

4. Methods for Top-up Cancellation and Balance Refunds

4.1 Top-up Cancellation

Where cancellation of the original transaction is available, the cancellation will generally be made through the payment method originally used for the top-up.

For example, where an original transaction topped up by credit card can be cancelled, processing may be completed by cancelling the relevant credit-card authorization.

4.2 Prepaid-Card Balance Refunds

The method of refunding a prepaid-card balance is governed by the terms and refund procedure of the partner card issuer that issued the relevant prepaid card.

Depending on the card issuer's refund procedure, the following methods may be used.

Payment to a bank account in the user's own name
A refund method designated by the card issuer
Any other method prescribed by applicable laws and the relevant card issuer's terms

4.3 When Cancellation Through the Original Payment Method Is Not Available

If cancellation of the original transaction through the original payment method is technically or institutionally unavailable, or a different refund method is required under the card issuer's policy, processing may be completed after identity verification by a method permitted by the card issuer or relevant payment institution.

4.4 Virtual-Account Top-ups

Where funds topped up through a virtual account must be returned, processing may be completed after identity verification by payment to a bank account in the user's own name or another method supported by the relevant PG or card issuer.

4.5 Partner Pay Top-ups

Where a top-up was made through a partner pay service, it will generally be processed by cancelling the original transaction for that pay service or in accordance with the procedure prescribed by that payment service.

4.6 Bank Accounts in the User's Own Name

To prevent fraudulent refunds, identity theft, and financial incidents, refunds to bank accounts are generally made to an account in the user's own name.

However, where applicable laws or the relevant card issuer or payment institution permits another method, that standard may apply.

5. Cancellation and Refunds for Overseas-Card Top-ups

When cancelling a transaction topped up using an overseas-issued credit or debit card, the Company will, where available, process the cancellation by cancelling the original transaction through the payment method originally used.

The processing standards of the following institutions may apply to an overseas-card transaction.

Overseas card issuer
International card brand
PG
Overseas payment service provider
Other institution that actually processes the payment

The payment currency, exchange rate, and foreign-exchange standards applied during an overseas-card cancellation or refund are governed by the standards of the card issuer, PG, international card brand, or relevant financial institution that actually processes the payment or refund.

The amount actually returned to the user may differ because of the exchange rate at the time of top-up, the exchange rate at the time of cancellation or refund, or the processing method used by an overseas payment institution.

The Company does not independently set or apply a separate exchange rate during overseas-card cancellation or refund processing.

Separate fees or costs may arise under the policies of the overseas card issuer, international card brand, PG, or financial institution.

If the Company charges the user a separate cancellation or refund fee, it will disclose the amount or calculation method before the user submits the request.

6. Refundable Amounts and Conditions

Conditions for a refund, including the minimum refundable balance, amount-used requirements, or usage ratios for a prepaid card, are governed by applicable laws and the prepaid-card terms of the relevant partner card issuer.

Because different card products and card issuers may apply different refund conditions, the Company will provide information so that users can review the applicable conditions before applying for a refund.

If Travel Pass applies its own separate refund standards, they will be established only to the extent that they do not conflict with applicable laws or the relevant card issuer's terms, and users will be notified before they take effect.

7. Cancellation and Refund Fees

Fees applicable to prepaid-card balance refunds are governed by applicable laws and the terms of the partner card issuer applicable to the relevant card.

If a separate fee or cost arises during processing for an overseas card or a particular payment method, the processing standards of the actual card issuer, PG, international card brand, or financial institution may apply.

If the Company directly charges a cancellation or refund fee, it will make the following available to the user before the request is submitted.

Fee amount or calculation method
Reason the fee arises
Expected actual refund amount

The Company will not impose cancellation or refund fees arbitrarily without a separate basis.

8. Merchant Card-Payment Cancellations

If a user seeks to cancel a transaction after purchasing goods or services from a merchant using a prepaid card connected with Travel Pass, the user must generally request payment cancellation from the merchant where the goods or services were purchased.

The general process is as follows.

User → Request merchant payment cancellation → Merchant reverses authorization → Card issuer processes → Card balance is restored → Reflected in Travel Pass transaction history

The point at which the actual card balance is restored after a payment cancellation may vary according to the procedures of the merchant, card issuer, and relevant payment-processing institutions.

Once the Company receives the cancellation result from the card issuer or relevant institution, it reflects that result in the transaction history, balance, and related information in the Travel Pass app.

Whether there is a defect in the goods or services, a return, cancellation of a contract, or eligibility for a refund is generally handled under the transaction conditions between the user and the merchant that sold the goods or services and under applicable laws.

9. Registered-Card Issuance and Replacement Fees

Registered prepaid cards connected with Travel Pass may be issued free of charge or for a fee, depending on the card product and service policy.

Where an actual cost arises for card issuance or replacement and the issuance or replacement procedure has been completed properly, that cost may not be refundable under applicable laws and the conditions disclosed when the user applied.

However, the relevant cost will be returned in accordance with applicable laws and the actual card-issuance conditions in the following circumstances.

Card issuance or replacement could not be completed for reasons attributable to the Company
Card issuance or replacement could not be completed for reasons attributable to the partner card issuer
An issuance or replacement fee was paid more than once
Applicable laws require the amount to be returned
Another reasonable reason exists for the Company or card issuer to return the amount

Whether an issuance fee is returned when a user cancels an application before card manufacturing or issuance begins is handled in accordance with applicable laws and the issuance conditions disclosed when the user applied for the card.

If an issuance or replacement fee applies, the Company will disclose the amount before the user submits the application.

10. Cancellation and Refunds for Unregistered Prepaid-Card Purchases

Cancellation and refunds for an unregistered prepaid card purchased from a designated sales location, such as a convenience store, may be processed as follows depending on the card's status.

10.1 Before Activation, Top-up, or Use

If the card has not yet been activated, topped up, or used, cancellation of the purchase of the card itself is handled under the sales conditions of the relevant sales location and partner card issuer.

The user may check eligibility and the method for purchase cancellation with the sales location where the card was purchased or another relevant location.

10.2 After Activation, Top-up, or Use

If the card has been activated, topped up, or used, the prepaid-card balance refund procedure applicable to that card may apply instead of an ordinary purchase cancellation.

In that case, applicable laws and the prepaid-card terms of the relevant partner card issuer apply.

11. Cancellation and Refund Processing Periods

After receiving a cancellation or refund request and verifying the necessary transaction information and the user's identity, the Company will complete the processing it must perform or submit the cancellation or refund request to the relevant institution within a reasonable period.

However, when a cancellation or refund is finally reflected on the user's card statement, bank account, or other payment method may vary according to the following.

Payment method used for the top-up
Partner card issuer
PG
Whether the card is domestic or overseas-issued
International card brand
Business days of banks and financial institutions
Whether identity or transaction verification is required
Whether cancellation of the original transaction is available

Where possible, the Company provides an expected processing period or status on the cancellation or refund request screen or during processing.

There may be a difference between the time the Company completes a cancellation or refund request and the time the actual returned amount appears in the systems of the card issuer, PG, financial institution, or another institution.

Where applicable laws separately prescribe a cancellation or refund processing period, those standards apply.

12. Temporary Hold or Restriction of Cancellations and Refunds

Cancellation or refund processing may be temporarily held where there is a reasonable need to verify transaction validity, the user's identity, or the possibility of a financial incident, including the following circumstances.

Unauthorized use or an unusual transaction is suspected
Identity theft is suspected
Verification or an investigation concerning a lost or stolen card is in progress
The refund applicant has not been confirmed as the legitimate user
A payment, cancellation, or refund transaction is in progress
The card balance does not match the ledger information held by the card issuer or relevant institution
The card issuer, PG, or relevant institution has made a lawful or justified request to restrict the transaction
A transaction or refund must be restricted under applicable laws
Transactions intended to convert funds to cash, such as abnormally repeated top-ups, cancellations, or refunds, are reasonably suspected
Another verification is necessary to prevent a financial incident

The Company will apply a hold or restriction only to the minimum extent and for the minimum period necessary to verify the relevant grounds and will proceed promptly with the required cancellation or refund procedure once the reason for the hold has been resolved.

The Company will not arbitrarily refuse a user's legitimate cancellation or refund request.

Except where notice is restricted due to applicable laws, an investigation, or security reasons, the Company will inform the user of the reason for the processing hold and any required next steps.

13. Duplicate Top-ups and Erroneous Transactions

13.1 Duplicate Top-ups

If the same transaction is confirmed to have been processed more than once due to a system or transaction-processing error, the Company will review transaction information from the PG, card issuer, or relevant institution and take necessary measures, such as cancelling the excess transaction or correcting the balance.

13.2 Top-up Not Reflected After Payment Authorization

If payment authorization by a PG or another provider has been completed but the top-up amount has not been properly reflected in the prepaid-card balance, the Company may verify and process the matter as follows.

Verify the payment authorization and PG transaction
Verify balance and transaction information with the card issuer or relevant institution
Request balance reflection if the transaction is valid
Request cancellation of the original transaction if normal reflection is difficult
Inform the user of the processing result

13.3 Balance Discrepancies

If the balance displayed in the Travel Pass app differs from the balance or transaction information maintained by the partner card issuer or relevant institution, the Company will review the relevant institution's information and carry out any necessary correction procedure.

13.4 Incorrect Deductions

If it is confirmed that the user's balance was deducted incorrectly due to an error in the Company's system or processing, the Company will correct the transaction and take necessary measures, including restoration of the balance where appropriate.

14. Where the Company Is at Fault

If a cancellation or refund is processed incorrectly due to the Company's intent or negligence, or the user incurs loss, the Company will take necessary measures in accordance with applicable laws.

If a PG, card issuer, or another relevant institution experiences a system failure or processing error, the Company will review the transaction with that institution and take reasonable measures so that a valid transaction, cancellation, or refund can be processed.

This Policy does not limit or waive legal liability arising from the Company's intent or gross negligence.

15. Account Withdrawal and Balance Refunds

When a member requests withdrawal from Travel Pass, the Company will provide information so the member can check whether a refundable card balance remains.

If a refundable balance remains, the Company may advise the member to complete the balance refund procedure before withdrawal.

Any remaining balance that does not meet the refund conditions set out in the card issuer's terms is handled in accordance with applicable laws and the relevant partner card issuer's terms.

Withdrawal terminates the connection between the Travel Pass account and registered prepaid cards; withdrawal alone does not automatically terminate the prepaid-card agreement between the partner card issuer and the member.

If the Company provides a card-termination feature, the user may request card termination from the card issuer through the Travel Pass app. If that feature is not supported, the user may apply for card termination using a method provided by the partner card issuer.

16. Card Expiration

If a prepaid card expires, refunds of its balance, replacement issuance, and other balance processing are governed by applicable laws and the prepaid-card terms and procedures of the relevant partner card issuer.

If the Company receives relevant information from the card issuer or can provide notice through Travel Pass, it will provide information so the user can review the applicable procedure.

17. Enquiries and Objections

If a user has an objection regarding a top-up, cancellation, refund, or transaction history, the user may request review or processing of the transaction through Travel Pass Customer Support.

Where necessary, the Company will review the transaction with the PG, partner card issuer, financial institution, or another relevant institution in order to handle the user's enquiry or objection.

Travel Pass Customer Support

Telephone: +82-2-780-9930
Email: contact@travelpass.cards

Customer-support hours and additional enquiry methods are available through the Travel Pass app or official website.

18. Relationship with Partner Card Issuer Terms

Applicable laws and the terms of the partner card issuer that issued the relevant prepaid card govern the card-use relationship between the card issuer and the user, including issuance, use, expiration, balance refunds, loss or theft, replacement issuance, and card termination of prepaid cards connected with Travel Pass.

If card products or card issuers apply different refund conditions or methods, the Company will provide information so users can review the principal refund conditions applicable to their cards.

If this Policy conflicts with applicable laws, applicable laws prevail.

If this Policy conflicts with the card issuer's terms for the relevant prepaid card, the card issuer's terms apply to the card-use relationship between the card issuer and the user, including card issuance, use, and balance refunds, while this Policy and the Travel Pass Terms of Use apply to use of the Travel Pass platform and services provided directly by the Company.

19. Changes to This Policy

The Company may amend this Cancellation and Refund Policy in response to changes in applicable laws, partner card products, payment services, or the operating method of Travel Pass.

When this Policy is amended, the Company will generally provide notice of the changes, effective date, and principal amendments through the Travel Pass app or official website at least one month before the effective date.

However, where advance notice is difficult because a change is favorable to users, applicable laws are amended, an order is issued by a relevant authority, or another urgent reason exists, the Company may provide notice in accordance with applicable laws and the Travel Pass Terms of Use.

If a change materially affects users' rights or obligations, the Company may provide additional notice by the method specified in the Travel Pass Terms of Use.

Addendum

This Policy takes effect on August 13, 2026.