Terms of Service

These Terms govern your use of our lost-item rescue concierge service (the "Service"). By applying for or using the Service, you agree to these Terms.

We help you by contacting relevant organizations in Japan (railway companies, hotels, airports, facilities, police, etc.) to locate your item and arrange recovery, temporary storage, and shipping. We do not guarantee that any item will be found, released, recovered, shipped, or delivered.

Core items: passport/IDs, wallet, smartphone, camera, PC/tablet, suitcase.

Optional items (case-by-case quote): luxury items, storage media, keys, important documents.

Excluded items: daily necessities/low-value goods (we may provide self-help guidance only).

We may refuse or stop requests involving illegal/prohibited items or suspected fraud.

Japan nationwide. Remote areas/islands/urgent cases may involve additional cost or time exceptions.

Your contract is formed when you (i) accept these Terms and (ii) complete payment or card pre-authorization ("authorization"). If required information is missing, we may pause work and SLA timing.

Applicants must be 18+; minors must apply via a legal guardian.

Depending on the item, we may require identity verification (e.g., photo ID + selfie; for devices, proof of ownership such as IMEI). For proxy collection from police/railways/facilities, a signed PDF power of attorney is required.

For requests involving international shipping, "Success" occurs when the item is handed to an international carrier and a tracking number is issued.

For domestic delivery/hand-over within Japan, "Success" is defined by the selected plan (shown at checkout).

If we achieve meaningful progress without meeting full "Success" (e.g., item located but cannot be released/shipped), we may propose a partial success fee (30%–50% of the success fee) and charge it only with your approval.

Pricing is shown on the pricing page/checkout.

For success-fee plans, we authorize your card at application and capture the fee upon Success.

Out-of-pocket expenses ("Actual Costs") are estimated and require your approval. We may advance up to JPY 10,000 (incl. tax) per request without prior approval; above that, we require approval.

Customs duties/taxes are generally paid by the recipient (you).

You may cancel before we start; if we already charged you, we refund in principle (payment fees may be deducted). If only authorization was made, we will generally release it.

After we start, success fees apply only upon Success; however, we may charge approved Actual Costs and, where applicable, a partial success fee.

We use one primary communication channel and may keep logs.

We may use AI/automation (translation, drafting, calling assistance).

Calls may be recorded for quality and evidence.

If we recover your item, we may store it temporarily. Standard storage period is 30 days from recovery; after that, if delivery is not possible due to your non-response/refusal/incomplete procedures, we may return, dispose, or hand it to authorities as appropriate (at your cost).

Shipping is subject to laws, carrier rules, and customs. If shipping is not possible, we will propose alternatives (domestic delivery, storage, hand-over to authorities/embassy, etc.).

We are not responsible for customs delays/seizures/import refusal (except for our willful misconduct or gross negligence).

We are not liable for matters beyond our reasonable control (authority decisions, third-party negligence, carrier issues, customs, disasters, etc.), except for our willful misconduct or gross negligence.

We do not compensate indirect damages (lost profits, etc.).

Our liability cap is the amount you paid us for the relevant request (excluding Actual Costs), unless prohibited by law.

Japanese law governs. Tokyo District Court (and summary court, as applicable) has exclusive jurisdiction, after good-faith consultation.

We may update these Terms with prior notice for material changes; existing requests generally follow the version in effect at checkout.