CrestNode Compliance — legal
Refund & Cancellation
How refunds and cancellations work for CrestNode Compliance subscriptions and the Onboarding Runway. KR consumer-rights reference where applicable.
1. Process
Refund requests are submitted in writing to contact@platform-node.one from the named contract owner at your institution. The request should include the contract reference, the period in dispute, and a short description of the basis. We acknowledge within 3 business days and respond substantively within 14 calendar days. Where the request relates to a service interruption, we attach the relevant uptime telemetry to our response so the basis for any decision is transparent. Where a refund is granted, payment is issued by the original method of payment within 30 calendar days of agreement on the amount. Where part of the contracted scope was delivered, we issue a pro-rata refund for the undelivered portion rather than a full refund.
2. Scope
This policy covers paid subscriptions to the CrestNode Compliance platform and any fixed-fee professional services purchased alongside it (notably the Onboarding Runway). It applies to direct purchases by financial institutions billed in KRW under our master subscription agreement. It does not cover services delivered by partners or third parties under their own commercial terms; for those, refer to the partner's policy. Customers in the EEA, the UK, and certain other jurisdictions retain statutory rights that override this policy where it would be less favorable; we will apply the more favorable of the two in those cases. Marketing-only engagements (events, sponsorships) are out of scope.
3. Timeframe
Statutory cooling-off rights in KR for institutional customers do not generally apply, but we voluntarily provide a 14-day evaluation window from the start of the active term during which you may cancel for any reason and receive a full refund less the demonstrable cost of any work already performed at your direction. After 14 days, refunds are partial and tied to specific causes set out in the next two sections. Mid-term refunds linked to material non-delivery on our side are not bound by the 14-day window — they are governed by the terms of your master agreement and the response procedure in section 1. Annual subscriptions cancel at the end of the active term with 30 days written notice; that is cancellation, not a refund.
4. Exceptions
Refunds are not available where the cause is outside our reasonable control (regulator-mandated extension of scope, force majeure events, your institution's internal change-control delays). Refunds are not available where the platform was used in production for the period in question even if you later decide it was not the right fit; the 14-day evaluation window is the right tool for that decision. Refunds are not available for one-time integration fees once the integration mapping has been delivered and accepted in writing. Refunds for the Onboarding Runway are governed by the Runway statement of work, which provides a milestone-based prorated structure rather than an all-or-nothing refund. Where you are in arrears on invoicing, any refund is netted against the outstanding balance.
5. Contact
For refund requests, write to contact@platform-node.one with "Refund request" in the subject line, the contract reference, and the period in dispute. For cancellation (without a refund) write to the same address with "Cancellation notice"; the 30-day clock starts the day we receive the email and respond with a confirmation. Phone calls are welcomed for context but the formal request must be in writing for the audit trail. If you wish to escalate, our Customer Success Lead and our Head of Operations are copied automatically on any refund request more than 14 days old. As a final escalation, KR institutional customers may approach the Korea Consumer Agency or the relevant industry association.
6. Eligibility
Eligibility for the 14-day evaluation refund requires that the request comes from the contract owner, that no production deployment has begun (a discovery and pilot configuration is fine), and that any platform credentials issued have been used by no more than three named users. Eligibility for material non-delivery refunds requires written documentation of the issue and a reasonable opportunity for CrestNode to remedy it, with criteria specified in the master agreement. Eligibility is not contingent on a customer satisfaction survey or a public review. We will not condition any refund on a non-disclosure that prevents you from describing the experience truthfully to industry peers or regulators.
Questions about this document can be sent to contact@platform-node.one.