Chapter 1: Overview
Article 1 (Purpose)
This grievance and dispute resolution procedure aims to reflect legitimate opinions or complaints raised by customers and establish procedures to compensate for any damages customers may incur in relation to online currency exchange services, in accordance with Article 13 (Dispute Resolution Procedure) of the Terms and Conditions for the Use of MONEYBOX Co., Ltd.’s Online Currency Exchange Services.

Article 2 (Definition of Terms)
“Company” refers to MONEYBOX Co., Ltd.
“Customer” refers to anyone using the online currency exchange services of MONEYBOX Co., Ltd.
“Customer Grievance” refers to legitimate opinions or simple complaints raised by customers regarding any inconvenience experienced while using the services.
“Dispute” refers to any objections raised by customers regarding the handling of online currency exchange transactions.
“Compensation” refers to the company’s responsibility to compensate customers for any damages caused by the company’s fault in relation to online currency exchange transactions.
Chapter 2: Customer Grievance Handling
Article 1 (Customer Grievance Handling Procedure)

Customer Grievance Manager:
The managers of the Customer Service Team (CS Team) are designated to handle the reception and processing of "Customer Grievances."

Customer Grievance Handling Process:

Grievance Submission:
Customers may raise "Customer Grievances" by contacting the multilingual customer service center during business hours via the following contact numbers:

Korean, English: +82-2-757-0000

Grievance Processing:
The grievances received are processed by designated managers using the web server administrator account within their authorized scope of information access. Grievances requiring handling beyond the authorized scope are addressed by the Chief Operating Officer (COO).

Notification of Grievance Handling Results:
The responsible manager informs the customer who raised the grievance of the handling results via written or electronic means. The grievance handling is considered complete upon the customer's receipt of the results.

Chapter 3: Dispute Resolution
Article 1 (Dispute Resolution Committee)

Purpose of the Dispute Resolution Committee:
The Dispute Resolution Committee aims to investigate and resolve disputes raised by customers under Article 13(3) (Dispute Resolution Procedure) of the MONEYBOX Online Currency Exchange Service Terms and Conditions.

Composition of the Dispute Resolution Committee:
The committee consists of the Chief Executive Officer (CEO) and the Chief Information Security Officer (CISO).

Dispute Resolution Officer:

Dispute Resolution Officer: Changwoo Jang (CEO)
Chief Information Security Officer: Jaeho Lee | +82-2-757-0000
Article 2 (Dispute Resolution and Compensation Process)

Dispute Filing and Processing:
Disputes arising from personal information damage can be submitted directly or through representatives via the website, mail, fax, or in person. Applications can also be made during consultations or reporting related to personal information infringement. Once a dispute application is received, the applicant is notified of its acceptance.

Fact-Finding Investigation:
The dispute manager conducts a fact-finding investigation using various means such as phone, mail, email, or fax to gather relevant materials. Upon completion, a report is prepared and referred to the committee.

Pre-Adjustment Settlement Recommendation:
The MONEYBOX Dispute Resolution Committee encourages parties to settle disputes amicably through mutual effort before proceeding to formal resolution. If an agreement is reached, the case is closed.

Initiation of the Formal Resolution Process:
If no pre-adjustment settlement is reached, the formal resolution process begins. The committee listens to both parties, collects evidence, consults experts as needed, and recommends an appropriate resolution. The applicant may attend committee meetings to present their opinions. If the applicant no longer wishes to proceed during the resolution process, they may withdraw their application.

Resolution Agreement:
If the applicant accepts the committee’s resolution decision, a settlement equivalent to a civil reconciliation agreement is deemed to have been reached between both parties.

Effect and Compensation:
Once the committee’s resolution decision is accepted and the agreement is reached, it is treated as a judicial reconciliation. The company processes compensation for damages as stipulated under Article 13 of the MONEYBOX Online Currency Exchange Service Terms and Conditions.

Notification of Resolution Results:
The Dispute Resolution Committee informs the applicant of the results in writing or via electronic means agreed upon by the applicant. The resolution is considered complete when the applicant receives the results. The company is required to implement the resolution within 30 days. If unavoidable circumstances make this timeframe difficult, the company may extend the deadline and notify the applicant of the reason and the revised timeline.