Frequently Asked Questions

Yes, our services are open to all foreign customers and business entities regardless of nationality.

We aim to offer our services nationwide. However, for some services, we can currently handle requests primarily around Seoul and the Bundang area.

Please contact us to determine the available options for your needs.

(1) For new cases, please use our inquiry form or Q&A forum, providing details about your needs and the due date. We will review and respond within 24 hours to discuss your requirements.

(2) After the case is opened and initiated:

a. Clients can use additional contact methods, including email and text via WhatsApp.

b. We prefer communication via email and WhatsApp for text messages

c. Clients can request to use other App messenger tools such as Kakao, Telegram, Facebook messenger, Line, Viber.

d. If necessary and urgent, voice calls are available through WhatsApp or other App messengers upon request.

e. Customers can request in-person meetings, which may incur additional service fees; however, we prefer to handle interactions remotely as much as possible.

The distinction is based on three categories:

• Billing Party: Individual clients fall under Personal Services, while business clients fall under Business Services.
• Payer: Individual payments are for Personal Services; business payments are for Business Services.
• Type and nature of the work: Personal Services cover personal matters, while Business Services cover business-related matters.

Yes, we provide an 'Urgent & Expedite Service' for particularly urgent situations upon client request.

This service is designed for specific cases where immediate attention is required. Compared to our 'Standard Service,' the 'Urgent & Expedite Service' may incur an additional fee to cover the allocation of extra resources needed for a faster response.

However, please note that this service is subject to availability and suitability for the nature of the request.

Please refer to our Service Options and Service Case Open Process Workflow outlined below:

Excellante Korea Service Options as of 1 Feb 2024

Attention: Kindly note that the ‘Urgent & Expedite Service’ is subject to availability and suitability for the nature of the request.

Excellante Korea Service Case Open Process Workflow as of 1 Feb 2024

Attention: Kindly note that the ‘Urgent & Expedite Service’ is subject to availability and suitability for the nature of the request.

Below is the Service Fee Refund Policy, Procedures, and Process Flowchart:

Summary:  Refunds are determined based on the remaining achievement percentage, taking into account key milestones communicated to the client during the service, and deducting the actual costs incurred throughout the progress.

 

(1) Cancellation and Refund Request

If our service work is still in progress and service goals are not met yet, clients can cancel their requests and terminate services before the final closure of the last phase of the service.

Note: The final closure of the case signifies the fulfillment and completion of service goals, communicated to the client."

 

(2) Process:

a. Refund Request Submission:

The client must submit the refund request to Excellante Korea via email for recording.

b. Refund Processing:

For local tax matters, the refund is processed using the same methods as the service fees transferred to us.

C. Account Verification:

Bank transfer refund requires the client's account to match the service requester's name.

 

(3) Actual Costs:

a. The 3rd Party Support Costs:

The costs and expenses already paid or to be paid to 3rd-party engagement entities for that specific case are borne by the client

b. Commissions:

Clients bear any bank or credit card commissions during transactions or the refund process.

 

(4) Progress Status Report:

We provide regular email updates to clients regarding the service implementation plan, progress status, and key milestones, both before and after initiating the service and project case.

These updates include achievement percentage ratios for each phase until final closure.

 

(5) Calculation of Refund based on the Remained Achievement Percentage:

If our service work reaches a key milestone phase, and we have already communicated progress status information to the client, including the corresponding achievement percentage at that point, we will refund the remaining percentage of the service fee for that case, which is calculated based on the already achieved percentage

Additionally, we deduct both the support costs incurred by third-party entities and the bank transfer commissions from the service fee, which are to be borne by the client.

 

(6) Example of Refund Calculation Based on the Remaining Achievement Percentage:

a. Assuming:

(i). The service fee already paid: 100.

(ii). Costs and expenses incurred by third-party entities: 50.

(iii) Bank transfer commissions for the service fee: 5.

(iv). We have already informed the client about the progress status, including our achievement percentage ratio of 40%.

b. Refund Calculation:

(i). Deduct both the costs incurred by third-party entities (50) and the transfer commissions (5) from the service fee (100) = 100 - (50 + 5) = 45 (Remaining Service Fee).

(ii). Our achievement percentage is 40%, representing 60% of the remaining achievement percentage until the final completion of the case.

(iii). Calculate the refundable amount: Remaining Service Fee (45) x 60% (remaining achievement percentage) = 27.

(iv). Conclusion: The final refundable amount to the client is 27, as calculated based on the remaining achievement percentage and deductions for third-party support costs and bank transfer commissions.

 

 

Excellante Korea Refund Procedures Workflow  as of 1 Feb 2024

Absolutely! We welcome guest contributions to our blog with unique insights, experiences, or valuable information to share. Feel free to send us your ideas to consider.

If your contribution is selected for our blog posts, we will show our appreciation with a small thank-you gift, such as a coupon for a coffee or drink that you can enjoy in your area.

We do not offer legal or medical or tax related advice.

 

Clients should notify us of the wired amount and the name of the sender. We will verify with our bank, confirm with the client, provide a relevant invoice with detail.

If requested, we can also issue a local tax invoice and send it to you.

Your privacy is our top priority. We ensure that any information you share is treated with the highest level of confidentiality and is used solely for the purposes of :

(1) Addressing your inquiries and requests through our team, trusted partnership agencies, and professional experts specifically involved in your case only.

(2) Communicating with you to provide our support services.

(3) Fulfilling your requests and achieving your objectives.

(4) Adhering to specific Korean data protection laws, such as the Personal Information Protection Act, ensuring compliance with all regulations.

 

We guarantee that your information is not disclosed to unrelated third parties. Our website is designed to respect your privacy, hence we do not use cookies for tracking purposes.

For those who prefer an added layer of privacy, we offer the option to interact using a nickname instead of your legal name.

We are committed to maintaining the confidentiality of our client’s information and will issue a Non-Disclosure Agreement (NDA) upon request to ensure your peace of mind.

Your control over your information is paramount. You can request the removal and permanent deletion of your personal data from our systems at any time, and we will act swiftly upon such requests.

 

User Information Retention Period :

User information, including personal details provided in inquiries or emails, such as names, email addresses, and contact information, along with associated requests, will be retained on our systems for 2 years (24 months). After this period, the information will be securely erased and permanently deleted.

For a comprehensive understanding of our privacy practices, including data usage, storage, and security measures, please review our detailed Privacy Policy [Privacy Policy – Excellante Korea]

Feel free to contact us with any questions or for further clarifications on our privacy commitments.