Refund policy

The cancellation and refund conditions are as follows. For details, please refer to the Legal Notice under the Specified Commercial Transactions Act and the Terms of Service.

For these conditions, “commencement of service” means the point at which we first begin performing the requested work. “Actual expenses” means payment processing fees and other costs already incurred by us in connection with the relevant order; the same expense will not be deducted more than once. “Business days” exclude Saturdays, Sundays, Japanese public holidays, the year-end and New Year holiday period, and other days on which we announce closure on this website. Communications received after 5:00 p.m. are deemed received on the following business day.

Before commencement of service: You may cancel at any time within the validity period. We will refund the amount paid less actual expenses already incurred.

After commencement of service (hourly plans, package plans, single services and options): We will refund the amount corresponding to the unused portion, less a cancellation charge equal to 20% of that amount and any actual expenses already incurred. For hourly plans, the unused portion means unused purchased hours; for package plans, single services and options, it means the amount paid less the value of work already performed.

For the date-based plan (Virtual Assistant Support (Full Day)), once the service date has been agreed, the following rules take precedence over the pre-commencement cancellation rule:

·        At least two business days before the agreed service date: You may reschedule. If you cancel, we will refund the amount paid less the value of preparatory work already performed for that date and any actual expenses incurred. If neither preparatory work nor actual expenses have been incurred, we will issue a full refund.

·        One business day before the agreed service date: You may reschedule once at no charge. If you cancel, we will refund the amount paid less the value of preparatory work already performed, actual expenses incurred, and a cancellation charge equal to 20% of the amount paid.

·        On or after the agreed service date, or if the service does not take place without notice: Neither rescheduling nor refunds are available.

If no service date is agreed within the validity period for the date-based plan, we will refund the amount paid less a 20% cancellation charge. If the failure to agree on a date is attributable to us, we will issue a full refund.

If we discontinue the service for reasons attributable to us, or are unable to provide the service on the agreed date for reasons attributable to us and cannot agree on an alternative date, we will refund the full amount corresponding to the unused portion without deducting a cancellation charge.

If we determine that all or part of a request falls outside the scope of services specified in the Terms of Service, we will not perform that part and will refund the amount corresponding to the unused portion without deducting a cancellation charge. If the entire request is outside scope and no work has begun, we will refund the full amount paid.

Validity: Japan Life Starter Package and Japan Life Arrival Package are valid for three months from the purchase date. All other plans (Virtual Assistant Support (Hourly), Virtual Assistant Support (Full Day), Business Travel Package, Japan Travel Basic Package, Business Support – Single Services, and Japan Concierge – Single Services) are valid for one month from the purchase date. Options have the same validity period as the plan to which they are added. Unused portions expire at the end of the validity period and are not refundable, except that where no service date was agreed for a date-based plan within the validity period, the refund rule above applies. Any period during which the service could not be used for reasons attributable to us will not count toward the validity period. Any extension must not extend beyond six months from the purchase date.

Refunds will, in principle, be processed in accordance with the procedures prescribed by the credit card company. The time taken for a refund to appear depends on the relevant payment provider.

Where the customer is a consumer, the combined amount deducted for cancellation charges, preparatory work and actual expenses will not exceed the average loss that we would incur from cancellation of a contract of the same type (Article 7, Paragraph 7 of the Terms of Service).

Note: The statutory cooling-off system does not apply to distance sales made through this website, except where a different transaction category, such as telephone solicitation sales, applies.