Terms of Use

Article 1: Agreement to the Terms

1. The customer shall, prior to using the Service, confirm the contents of these Terms and make an application only after agreeing to them.

2. A service agreement between the customer and the Service Operator shall be formed at the time when the customer checks the checkbox indicating agreement to these Terms on the Service application form.

Article 2: Description of the Service

1. The Service shall, on behalf of the customer, perform the following services:
1. Inquiries to lost property handling offices within Japan (hereinafter referred to as the “Investigation Services”)
2. Receipt and collection of lost items within Japan (hereinafter referred to as the “Collection Services”)
3. Packaging and arrangement of delivery (hereinafter referred to as the “Delivery Services”)

2. The Service provides services based on a quasi-mandate agreement with the customer and shall perform its operations with the care of a prudent manager. However, the Service does not guarantee the successful discovery, collection, return, or delivery of any lost item.

3. The Service does not include the following operations:
1. Procurement of insurance
2. Customs brokerage services or legal representation

4. The Service may, where necessary, assist in the preparation of customs documents, but does not act as a customs broker.

5. The Service may inspect the contents of a package to the extent reasonably necessary for identification of the item, packaging, arrangement of delivery, safety confirmation, legal compliance, or other reasonable purposes. However, such inspection is limited in nature and does not constitute a guarantee that the package or its contents are lawful, shippable, or compliant with all applicable laws, regulations, or carrier rules.

Article 3: Eligibility

1. The customer must be at least 18 years old and have the legal capacity to enter into a binding contract.

2. In principle, the Service is intended only for the rightful owner of the lost item.

3. Use of the Service may be restricted depending on the customer’s country of residence or other circumstances.

Article 4: Customer Responsibilities

1. In using the Service, the customer shall comply with the following:
1. To provide accurate and complete information regarding the lost item, contact information, delivery address, and any other necessary information
2. Not to request the collection, storage, or shipment of any item or contents that violate applicable customs rules or carrier rules
3. To represent and warrant that any package collected, stored, or shipped through the Service does not contain any prohibited, restricted, dangerous, hazardous, or undeclared contents
4. To assume full responsibility for the accuracy and completeness of all declarations regarding the package and its contents
5. To provide necessary cooperation, including submitting a signed letter of authorization and any other required documents when requested by a facility or carrier
6. To pay service fees and other costs in accordance with Article 6

2. The following items may not be accepted for shipment depending on the carrier, destination country, applicable laws, or regulations, including but not limited to cash, negotiable instruments, credit cards, bank cards and other financial cards, mobile batteries, power banks, standalone lithium batteries, perfumes, flammable liquids, aerosols, weapons, narcotics, counterfeit goods, and other dangerous goods.

3. Assistance with the return of identity documents such as passports may be subject to the operational rules of the local facility and shipping restrictions.

Article 5: Special Provisions Regarding Illegal Items

1. The customer warrants that any package collected, stored, or shipped through the Service does not contain any items whose possession, export, or import is prohibited under Japanese law or the laws of the destination country (hereinafter referred to as “Illegal Items”). Illegal Items include, but are not limited to, narcotics, psychotropic drugs, stimulants, cannabis, designated substances, and any other items whose possession, export, or import is regulated by law.

2. If the Service discovers Illegal Items or items suspected to be Illegal Items during inspection of a package, the Service may take the following measures:
1. Immediately suspend the provision of the Service
2. Report the matter to the relevant authorities
3. Hand over the package in accordance with the instructions of the relevant authorities

3. In the case of the preceding paragraph, even if the Service suspends the provision of the Service, the customer’s obligation to pay the full service fee for the plan applied for and any delivery-related costs already incurred shall not be extinguished. No refund shall be made for any fees already paid. If unpaid, the customer shall promptly make payment in accordance with the Service’s invoice.

4. The customer shall be liable to compensate the Service Operator for any damages incurred by the Service Operator due to false or inaccurate declarations made by the customer, including attorney’s fees, fines, investigation costs, and any and all other expenses.

Article 6: Fees and Payment

1. The Service’s pricing structure shall be as follows, and the specific amount and applicable conditions of each plan shall be set forth on the service website:
1. Search Service
1. The Service investigates the lost item, and a fee is charged if the item is found.
2. After payment, the Service will provide information regarding the storage location and method of receipt.
3. Where separately determined by the Service, a two-stage pricing structure may apply under which an initial fee is charged at the commencement of the investigation and a success fee is charged upon discovery of the item. The initial fee shall not be refunded regardless of the reason.
2. Pickup & Delivery Service
1. The Service receives and delivers items whose storage location is already known.
3. Full Service
1. The Service handles the process from investigation to delivery as one package.

2. In addition to the service fee, the customer shall bear the following delivery-related costs. The amount of such delivery-related costs varies depending on the delivery destination, delivery method, carrier, and other conditions, and shall be finalized and notified to the customer before shipment:
1. Shipping charges based on the carrier’s published rates
2. Packaging material costs
3. Cash-on-delivery handling fees
4. Transportation costs required for receipt of the package
5. Document delivery costs, communication costs, and any other costs incurred in connection with the provision of the Service

3. If, at the customer’s request, the Service provides urgent handling, priority handling, after-hours handling, visits to the site, same-day collection, or any other handling beyond the scope of normal service, the Service may charge additional fees separately.

4. If the Service prepares, prints, sends, or submits a letter of authorization or any other necessary document to a storage facility, carrier, or any other third party, or if the Service advances any costs in connection with receipt of the package, such costs may be charged to the customer.

5. Customs duties, import taxes, and any other costs arising in connection with export/import, customs clearance, or delivery shall be borne by the customer.

6. Payment of service fees must be completed by the method designated by the Service before commencement of each operation. Payment of delivery-related costs must be completed after the amount is finalized and before shipment. Until all payments have been completed, the Service shall have no obligation to commence the relevant operations or to ship the package. Specific payment methods and timing shall be as set forth in the description of each plan.

7. The Service may change its pricing structure at any time. Revised fees shall apply to new requests made after the change and shall not apply to requests made before the change.

Article 7: Cancellation and Refunds

1. The customer may cancel a request by notifying the Service in writing (including email).

2. Refunds in the event of cancellation shall be handled in accordance with the following standards:
1. If cancellation is made before the Service has commenced operations, a full refund shall be made.
2. If cancellation is made after the Investigation Services have commenced but before the item is found, the initial fee shall not be refunded.
3. If cancellation is made after the item is found, the service fee shall not be refunded.
4. If cancellation is made after collection of the item has been completed, neither the service fee nor any delivery-related costs already incurred shall be refunded.

3. In the case of a refund due to the customer’s convenience, payment processing fees charged by the payment provider shall be deducted from the refund amount. However, this shall not apply where the refund is due to reasons attributable to the Service.

4. Refunds shall be made to the original payment method within 30 days from the date on which the customer gives notice of cancellation.

Article 8: Letter of Authorization

1. If the storage facility requires submission of a letter of authorization, the customer shall sign and submit to the Service the letter of authorization necessary for the Service to collect the item.

2. The customer agrees that the Service may prepare the letter of authorization on the customer’s behalf. In such case, the Service shall prepare the letter of authorization based on the information provided by the customer and notify the customer of its contents before submission to the storage facility. At the time the customer indicates acceptance by the method designated by the Service, the relevant letter of authorization shall be deemed to have been prepared based on the customer’s intent.

3. The Service shall not be liable if any defect arises in the contents of the letter of authorization due to errors in the information provided by the customer.

Article 9: Investigation and Collection Procedures

1. The Service shall make inquiries in Japanese to airports, hotels, stations, and other related facilities.

2. The Service does not guarantee the discovery of the lost item.

3. Related facilities may refuse to hand over the item due to internal policies, inability to verify ownership, lack of an appropriate letter of authorization, or other reasons. In such case, the Service may be unable to proceed with collection, and the investigation fee shall not be refunded.

4. The identity of the lost item shall be finally confirmed at the time of receipt from the storage facility. Even if the serial number, characteristics, or other information match during the investigation stage, the Service does not guarantee identity until it is confirmed at the time of receipt that the item belongs to the customer.

Article 10: Shipment and Delivery

1. Delivery shall be carried out by a third-party carrier.

2. Whether shipment is possible shall be subject to restrictions imposed by the carrier, destination country, customs authorities, and applicable laws and regulations.

3. The Service has the right to inspect the package to the extent reasonably necessary for packaging, delivery, safety confirmation, legal compliance, or identification of the item.

4. The Service may refuse to collect, store, package, or ship a package if it reasonably determines that the package contains prohibited items, dangerous goods, restricted items, or undeclared items, or if it determines that the package is unsuitable for transportation.

5. If shipment cannot be completed due to the nature of the package or its contents, the customer shall bear the service fees and costs already incurred, to the extent permitted by applicable law.

6. With respect to any loss, damage, or delay caused by a third-party carrier during transportation, the terms and conditions of that carrier shall apply, and the Service shall not be liable.

7. The Service shall not be liable for any loss of or damage to the package occurring while it is stored by the Service or during packaging work, except in cases of willful misconduct or gross negligence on the part of the Service.

8. The customer must provide accurate delivery information.

9. The customer is responsible for cooperating with customs procedures and any other necessary procedures in the customer’s own country.

Article 11: Storage and Disposal of Packages

1. If the Service receives or collects a package on behalf of the customer, the customer must pay the applicable service fees, delivery-related costs, and any other necessary amounts, and provide the information necessary for shipment or return.

2. Until payment is completed, the Service may refuse to return the package (right of retention under Article 295 of the Civil Code of Japan).

3. If payment is not made, or if the Service is unable to contact the customer despite attempting reasonable means of communication, the Service shall demand payment or contact from the customer in writing (including email), and shall store the package for three months after such demand.

4. If payment is still not completed or contact is still not restored after three months have passed from the demand referred to in the preceding paragraph, the customer shall be deemed to have abandoned ownership of the package, and the Service may dispose of the package at its discretion.

5. Costs incurred for storage, handling, or disposal during the storage period may be charged to the customer to the extent permitted by applicable law.

6. The Service shall not be liable to the customer for storage and disposal under the preceding paragraphs, except in cases of willful misconduct or gross negligence on the part of the Service.

Article 12: Disclaimers and Limitation of Liability

1. Except in cases of willful misconduct or gross negligence on the part of the Service, the Service shall not be liable for indirect damages, incidental damages, special damages, or consequential damages.

2. Except in cases of willful misconduct or gross negligence on the part of the Service, the total amount of liability borne by the Service in connection with the Service shall be limited to the total amount of service fees actually paid by the customer to the Service. Delivery-related costs, customs duties, and taxes are not included in this limitation amount.

3. The Service shall not be liable for the market value, sentimental value, or replacement cost of the lost item itself.

4. The Service shall not be liable for delays or failure of performance due to natural disasters, war, strikes, government measures, or other force majeure events.

5. The Service shall not be liable for any seizure, confiscation, delay, refusal of shipment, return, disposal, fines, investigation, or any and all other consequences arising from the nature of the package or its contents, or from inaccurate, incomplete, or false information provided by the customer.

Article 13: Prohibited Conduct

1. Using the Service for any illegal purpose or for the collection or shipment of prohibited items

2. Providing false, inaccurate, incomplete, or misleading information

3. Harassing, abusing, or threatening staff or other users

4. Attempting to interfere with the operation or security of the Service

Article 14: Suspension and Termination

1. The Service may suspend or terminate access to the Service upon prior notice if there is a violation of these Terms or non-payment.

2. In such case, refunds of fees already paid shall be governed by Article 7.

3. The customer may stop using the Service at any time by notifying the Service.

Article 15: Intellectual Property Rights

Article 16: Case Studies

Article 17: Governing Law and Dispute Resolution

1. These Terms shall be governed by and construed in accordance with the laws of Japan.

2. In the event of any dispute arising in connection with these Terms or the Service, the Tokyo District Court shall have exclusive agreed jurisdiction as the court of first instance. However, if the customer has the right under the consumer protection laws of the customer’s country of residence to bring proceedings before a court in that country, such right shall not be prejudiced by this Article.

Article 18: Language

Article 19: Amendments to the Terms

1. The Service may amend these Terms as necessary.

2. If there are any material changes, the Service will notify users on its website.

3. If the customer continues to use the Service after such changes, the customer shall be deemed to have agreed to the revised Terms.

Article 20: Contact