HelloSSam Policy
Dispute Resolution
Effective date: June 1, 2026
HelloSSam strives to resolve disputes between students and tutors, or between users and the platform, fairly and promptly.
Article 1 (How to File a Dispute)
File a dispute via My page > Support tab > ‘Contact us’. Use the subject line “Dispute - [Booking ID]” and include the following.
- Full name and account email address
- Booking ID and scheduled lesson date/time
- A detailed description of the dispute
- Relevant evidence (screenshots, chat history, etc.)
Article 2 (Dispute Filing Deadline)
“Disputes must be filed within 72 hours of the lesson’s scheduled end time.” Disputes filed after the deadline are not reviewed in principle. Exceptions may be made if relevant evidence is submitted in cases of unavoidable circumstances.
Article 3 (Processing Procedure and Timeline)
- Within 1 business day of receipt: confirmation email sent
- Within 2 business days of receipt: request for additional materials from both parties
- Within 7 business days of receiving materials: final decision notified
HelloSSam’s final decision is binding with respect to refunds and credit processing within the platform.
Article 4 (Standards by Dispute Type)
a) Lesson quality
As an intermediary platform connecting tutors and students, HelloSSam does not guarantee specific learning outcomes. Quality-related refunds are not automatically approved and are reviewed on a case-by-case basis.
b) Payment errors
If an incorrect amount is charged, the Company reviews the transaction records and, if an error is confirmed, promptly corrects it and processes a refund.
c) User behavior
Upon receiving a report of harassment, inappropriate language, or Terms violations, the facts are verified, and if a violation is confirmed, the user’s account is suspended or permanently deleted. The affected party may receive a full refund for the relevant lesson.
Article 5 (External Dispute Resolution Agencies)
If you are not satisfied with the platform’s dispute resolution outcome, you may seek assistance from external agencies such as the Korea Consumer Agency (www.kca.go.kr, phone 1372 without area code) or the e-Commerce Dispute Mediation Committee.