Terms of service

These Terms of Service (“Terms”) set out the conditions for using the online assistant services provided by TK Assistant Services G.K. (“Company”). Please read them carefully before purchasing.

Article 1 (Application and Consent)

1. These Terms apply to all relationships between the Company and customers concerning the use of the Services.

2. During checkout on the Website, the Company will indicate that these Terms form part of the service agreement. Customers must review these Terms before confirming an order; confirmation of an order constitutes agreement to these Terms.

Article 2 (Definitions)

“Website” means the online store operated by the Company.

“Services” means the online assistant services sold by the Company through the Website, including Plans and Options.

“Customer” means an individual or corporation purchasing the Services through the Website.

“Plans” means service products sold on the Website other than Options, comprising the hourly plan (Virtual Assistant Support (Hourly)), the date-based plan (Virtual Assistant Support (Full Day)), package plans (Business Travel Package, Japan Travel Basic Package, Japan Life Starter Package and Japan Life Arrival Package), and single services (Business Support – Single Services and Japan Concierge – Single Services).

“Work” means specific tasks selected or requested by the Customer during checkout or requested after checkout. Arranging a service date and confirming request details for the date-based plan are not included in Work.

“Options” means additional services purchased with a Plan.

“Purchased Hours” means the number of hours selected by the Customer during checkout for performance of Work under the hourly plan.

“Commencement of Service” means the Company first begins Work after the Customer has shared the information and materials needed to perform it following purchase.

“Service Date” means the date agreed between the Company and Customer for Work under the date-based plan.

“Unused Portion” means unused Purchased Hours under the hourly plan.

“Amount Corresponding to the Unused Portion” means the value of unused Purchased Hours under the hourly plan, or, for package plans, single services and Options, the amount received less the value of Work already performed by the Company.

“Business Day” means a day other than a Saturday, Sunday, Japanese national holiday, the year-end and New Year holiday period, or another closure day announced in advance on the Website.

“External Expenses” means amounts not included in the Services fee that are paid for the Customer in performing Work, including goods, booking charges, travel, accommodation, tickets and third-party fees.

Article 3 (Formation of Agreement and Payment)

1. The service agreement is formed when the Customer completes checkout and payment on the Website. The order confirmation email sent after purchase constitutes notice under the Specified Commercial Transactions Act and is not a condition for formation of the agreement. Fees are payable in advance by credit card.

2. External Expenses are not included in Services fees. Where External Expenses will arise, the Company will inform the Customer in advance of their nature and amount (or calculation method or maximum amount if not yet determinable) and incur them only after obtaining the Customer’s approval. Payment arrangements for External Expenses will be communicated separately.

3. Minors must obtain the consent of their legal representative before purchasing. This provision does not limit any statutory right of cancellation available to minors.

Article 4 (How Services Are Provided)

1. Following purchase, the Customer must provide the details of the request and the information and materials necessary to perform Work through the Company’s designated contact channel. For hourly plans, package plans and single services, the Company aims to begin Work on the business day following receipt of all such information and materials. Rush Delivery requests will be prioritized, subject to the nature of the request, receipt time and personnel availability. The estimated completion date will be communicated individually after reviewing the request and before beginning Work. If a response from a third party or similar circumstances make the estimate unattainable, the Company will promptly explain the reason and provide a revised estimate. For the date-based plan, the Company will agree on a Service Date with the Customer after receiving the required information and materials, and will begin Work on that date.

2. Under an hourly plan, the Customer may request multiple tasks during the validity period and the Company will perform Work up to the Purchased Hours. Under the date-based plan, the Customer may request multiple tasks before the Service Date and the Company will begin and perform Work on that date. Completion may extend to the following or later business days depending on the request, workload and responses from outside organizations.

3. Requests and communications must be made through the Company’s designated channels (email or another method specified by the Company). Requests and communications received after 5:00 p.m. are deemed received on the next Business Day.

Article 5 (Purchased Hours and Validity Period)

1. Under the hourly plan, actual time spent performing Work is totaled each day. Actual time is measured in minimum increments of 15 minutes, and any period shorter than 15 minutes is rounded up to the next 15-minute increment. Purchased Hours are consumed according to actual time worked.

2. After Work under the hourly plan, the Company reports hours used and the remaining balance. Unless the Customer objects within seven days of the report, the record is treated as final. However, if an error is discovered during the validity period or within six months of the purchase date (the date payment was completed), the Company will correct the record and restore the affected hours. If the validity period expires within 30 days of the correction or has already expired, the restored hours remain valid until the earlier of 30 days after correction or six months after purchase. Any restored hours still unused at the end of that extended period will be refunded in full without a cancellation charge. The same refund treatment applies if an error is discovered more than six months after purchase.

3. Japan Life Starter Package and Japan Life Arrival Package are valid for three months from purchase. 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 purchase. Options have the same validity period as the Plan to which they are added. Unused portions expire when the validity period ends. Cancellations under Article 7(1) cannot be requested after expiry, and validity periods cannot be extended merely because unused portions remain. Periods during which the Customer cannot use the Services for reasons attributable to the Company are excluded from the calculation of the validity period.

Article 6 (Date-Based Plan)

1. Work under the date-based plan is performed on a Service Date agreed between the Company and the Customer. The Service Date must fall within the validity period set out in Article 5(3).

2. After a Service Date has been agreed, changes or cancellation at the Customer’s request are handled as follows:

   (a) At least two Business Days before the Service Date: The date may be changed free of charge, and a subsequently changed date may be changed again under this paragraph. If the agreement is cancelled, the Company refunds the amount paid less the value of preparatory work already performed for that date and actual expenses already incurred. If neither exists, the full amount is refunded.

   (b) One Business Day before the Service Date: The date may be changed once free of charge, but the new date is fixed and cannot be changed again. If the agreement is cancelled, the Company refunds 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.

   (c) On or after the Service Date: Neither changes to the Service Date nor cancellation of the agreement are permitted. Any changed Service Date must also fall within the period prescribed above.

3. If no Service Date is agreed within the validity period, the Company refunds the amount paid less a 20% cancellation charge. If the failure to agree is attributable to the Company, the Company refunds the full amount.

4. If the Company cannot perform Work on the agreed Service Date for reasons attributable to it, the Company will consult the Customer to set an alternative date notwithstanding Article 5(3). The alternative date must be no later than six months after purchase. If no alternative date is agreed, the agreement terminates and the Company refunds the full amount paid.

Article 7 (Cancellation and Refunds)

1. Before Commencement of Service, the Customer may cancel the agreement at any time during the validity period under Article 5(3). The Company will refund the amount received less payment processing fees and other costs already incurred for the order (“Actual Expenses”). If an Actual Expense common to a Plan and Option is deducted in calculating a refund for either, it will not be deducted again in calculating the refund for the other.

2. If the Customer cancels an hourly plan, package plan, single service or Option after Commencement of Service, the Company will refund the Amount Corresponding to the Unused Portion less a cancellation charge equal to 20% of that amount and Actual Expenses already incurred.

3. Once a Service Date has been agreed for a date-based plan, Article 6(2) takes precedence over Paragraphs 1 and 5 of this Article for date changes and cancellation. No refund is available merely because no actual work occurred due to the absence of specific task requests after a Service Date was agreed. If no date has been agreed, a cancellation requested by the Customer is governed by Paragraph 1, while expiry without a cancellation request is governed by Article 6(3).

4. If the Company determines that all or part of a request cannot be provided under Article 8 (Scope of Work), it may cancel all or part of the agreement. If no Work has begun, the Company refunds the full amount paid; if Work has begun, it refunds the Amount Corresponding to the Unused Portion.

5. The Customer may cancel an Option separately from its Plan. However, once Service has commenced under the Plan, the refund for an Option is calculated under Paragraph 2 even if Work under that Option has not begun.

6. Refunds will generally be made through the original payment method promptly after the amount is determined. The time taken for a refund to appear depends on the relevant payment provider.

7. Where the Customer is a consumer, the total amount deducted under these Terms for cancellation charges, preparatory work and Actual Expenses will not exceed the average loss the Company would incur from cancellation of a contract of the same type, taking into account timing, work performed, unavoidable costs and other circumstances. The same loss will not be counted twice. If the prescribed amount exceeds that average loss, the average loss is the maximum. On request, the Company will explain the general basis of the calculation.

8. Refunds under these Terms are subject to the procedures prescribed by the credit card company.

Article 8 (Scope of Work)

1. The Company provides online administrative assistance, including scheduling, research, document preparation, assistance with translation and interpretation, back-office services and other administrative support.

2. The following work is not accepted:

   (a) Work that may be performed only by licensed professionals under the Attorneys Act, Certified Public Tax Accountants Act, Labor and Social Security Attorneys Act or other applicable laws.

   (b) Advice requiring professional judgment in legal, tax, medical or similar matters.

   (c) On-site visits, accompaniment, reception, attendance or other in-person work by Company personnel.

   (d) Work connected to unlawful conduct, conduct contrary to public order or morals, or conduct that may fall into those categories.

   (e) Under the date-based plan, Work that so substantially exceeds the normally anticipated workload or working hours on the Service Date that it is objectively clear it cannot be completed that day.

   (f) Any other work the Company deems inappropriate.

3. For bookings and arrangements involving flights, accommodation, transportation, restaurants, or other services, where the booking provider requires the customer to enter credit card details, payment information, or other sensitive information, or to complete personal authentication or payment, the Company will assist with researching and selecting suitable options, providing the necessary information, and guiding the customer through the booking process up to the point where the customer must take action directly.

In such cases, the customer is responsible for entering the required information, completing payment, and finalizing the booking. The Company does not collect or store customers’ credit card details or process payments on their behalf.

Article 9 (Customer Cooperation and Warranties Regarding Materials)

1. The Customer must promptly provide request details and the information and materials needed to perform Work when requested. If these are not provided, the Company is not obliged to commence Work. The Company is not liable for delays caused by late provision of information by the Customer, except to the extent attributable to the Company.

2. The Customer warrants that materials supplied do not infringe third-party rights and that all necessary rights clearances and personal-information procedures have been completed. If the Company faces third-party claims due to breach of this warranty, the Customer shall indemnify the Company for resulting losses. For consumer Customers, indemnification is limited to actual, direct and ordinary losses reasonably caused by the Customer’s intent or negligence. The Company will take reasonable steps to prevent or mitigate loss.

Article 10 (Prohibited Conduct)

The Customer must not engage in any of the following:

• Violating laws or public order and morals.

• Infringing the rights or interests of the Company or third parties.

• Abusive language, harassment or other nuisance behavior toward persons engaged in Company operations.

• Interfering with the operation of the Services.

• Applying using false information or engaging in other fraudulent acts.

• Giving work instructions directly to individual assistants, or specifying their working hours or workplace, without going through the designated contact channel referenced in Article 4(2).

Article 11 (Termination for Breach)

1. If the Customer breaches these Terms, the Company may require the breach to be remedied within a reasonable period and terminate the agreement if it is not remedied. For a serious breach, including breaches of the preceding Article or Article 17, the Company may terminate without prior demand.

2. Upon such termination, the Company refunds the Amount Corresponding to the Unused Portion less losses incurred by the Company. No refund is made where termination results from breach of Article 17 (Exclusion of Antisocial Forces).

3. Termination under this Article does not prevent the Company from seeking damages. However, amounts deducted or withheld under the preceding paragraph will be offset against any damages claim and will not be recovered twice.

Article 12 (Rights in Deliverables)

1. Copyright in documents and other deliverables created by the Company during Work, including rights under Articles 27 and 28 of the Japanese Copyright Act, transfers to the Customer when the Work is completed. If the agreement ends early, copyright in the portions created by that time transfers to the Customer upon termination.

2. The Company will not exercise moral rights of authors in the deliverables.

3. Third-party materials in deliverables, including photographs, illustrations, fonts and templates, are excluded from the transfer and non-exercise provisions above. The Customer must comply with the licensing conditions set by the relevant rights holders. The Company will notify the Customer of those conditions in advance if it uses such materials.

4. Copyright and other intellectual property held by the Company before Work begins, and rights in general-purpose know-how, methods, templates, formats and workflows developed or accumulated in providing the Services, remain with the Company.

Article 13 (Confidentiality)

The Company and Customer shall not disclose or leak the other party’s confidential information learned through the Services to third parties without prior consent, or use it for purposes other than the Services, except where disclosure is required by law. These obligations survive for two years after termination of the agreement.

Article 14 (Personal Information)

1. The Company handles Customer personal information in accordance with its Privacy Policy.

2. Where the Customer provides third-party personal information in requesting Work, the Company handles that information only to the extent necessary to perform the entrusted Work.

Article 15 (Nature of Agreement and Direction of Personnel)

Depending on the nature and content of each Service, the agreement may be treated as a quasi-mandate agreement, contract for work or other form of agreement. It does not create an employment or worker-dispatch relationship between the Company and the Customer or between the Customer and assistants engaged in the Work. The Company directs assistants in performing Work, and all instructions to assistants are issued exclusively by the Company. Requests and communications must go through the designated Company channels under Article 4.

Article 16 (Disclaimer and Damages)

1. The Company is not liable for delays, interruptions or inability to provide the Services due to natural disasters, communication-line or server failures, or other causes not attributable to the Company.

2. Where the Company is liable for damages to the Customer, the maximum amount is the total fees paid by the Customer for the Plan and Options relating to the loss. The Company is not liable for indirect, special or lost-profit damages.

3. The preceding paragraph does not apply to damage caused by the Company’s willful misconduct or gross negligence.

4. Any provision of these Terms contrary to the Consumer Contract Act or other mandatory law will not apply to the extent of that conflict.

Article 17 (Exclusion of Antisocial Forces)

The Customer represents and warrants that they are not a member of an organized crime group or other antisocial force and have no relationship with such forces. The Company may terminate the agreement without prior demand for breach of this warranty (settlement after termination is governed by Article 11(2)).

Article 18 (Changes to or Discontinuation of Services)

Where unavoidable circumstances arise, the Company may change or discontinue the Services after giving prior notice to the Customer. If the Company discontinues purchased Services (Plans or Options) for its own reasons, it will refund the Amount Corresponding to the Unused Portion without deducting a cancellation charge.

Article 19 (Prohibition on Assignment)

Neither the Company nor the Customer may assign or transfer its contractual position to a third party without the other party’s prior written consent. Neither party may assign, transfer or pledge all or part of its rights or obligations under the agreement without the other party’s prior written consent. However, the Company may transfer its contractual position or rights and obligations in connection with a merger, company split, business transfer or other corporate reorganization.

Article 20 (Amendments to these Terms)

The Company may amend these Terms only where the amendment is in the general interests of Customers or does not contradict the purpose of the agreement and is reasonable in light of the necessity for amendment, appropriateness of the revised terms, this Article and other relevant circumstances. The Company will specify the effective date and notify Customers in advance of the amendments and effective date through the Website or other appropriate means.

Article 21 (Governing Law and Jurisdiction)

These Terms are governed by and construed in accordance with Japanese law. Disputes concerning the Services shall be subject to the exclusive jurisdiction at first instance of the district court or summary court having jurisdiction over the Company’s location. However, for consumer Customers, this agreement does not prevent proceedings in a court having jurisdiction under applicable law, including a court having jurisdiction over the Customer’s residence.

Article 22 (Language)

The Japanese version of these Terms is authoritative. If an English translation is prepared for reference and there is any discrepancy between the Japanese and English versions, the Japanese version prevails.

Established: September 28, 2026