Commercial Transaction Disclosure
Legal Notice (Act on Specified Commercial Transactions, Japan)
| Seller / Operator | LostSOS Concierge |
|---|---|
| Responsible person | Natsuki Nedachi |
| Address | N&E BLD. 6F, 1-12-4 Ginza, Chuo-ku, Tokyo 104-0061, Japan |
| Phone | 090-6819-9163 |
| aonekoapp01@gmail.com | |
| Support hours | 10:00–18:00 JST (Weekdays only; excluding Japanese national holidays) |
Service Fees (tax included)
Fees are per case / per item.
- •Light Check Plan: JPY 10,000
- •Standard Rescue Plan: JPY 30,000 (success fee)
- •Premium Priority Rescue Plan: JPY 50,000 (success fee)
- •Optional items (luxury items, storage media, keys, important documents, etc.): quoted individually (charged after prior notice and approval)
Additional costs (Actual Costs)
The following Actual Costs may apply depending on destination, size/weight, and conditions set by the relevant organization:
- •International shipping fees (DHL / FedEx / UPS, etc.)
- •Domestic shipping fees (within Japan)
- •Local transportation for recovery/pick-up
- •Storage fees
- •Packing materials
- •Customs duties / import taxes / customs handling fees (generally paid by the recipient)
Approval rule for Actual Costs
Actual Costs are normally estimated and charged only after your approval.
However, for urgent cases, we may advance Actual Costs up to JPY 10,000 (tax included) without prior approval. If the total is expected to exceed JPY 10,000, we will request approval in advance.
How to order
- •Apply via our website form and/or designated chat channels.
Payment method
- •Credit card
Payment timing
- •At application: we perform card authorization (no capture yet).
- •Success fee: captured when "Success" (defined below) is met.
- •Actual Costs: captured as incurred or around the shipping arrangement, after approval.
When we start providing the service
Delays may occur due to factors beyond our reasonable control (disasters, outages, organizations' business hours, etc.).
We start after you accept our Terms, card authorization is completed, and required information is provided.
- •Standard / Light: we will attempt the first contact to key organizations within 24 hours in principle (outside support hours: next business day)
- •Premium: we will attempt the first contact within 6 hours in principle (outside support hours: next business day)
Definition of "Success" (for success-fee plans)
Success fees apply when:
- •International delivery: the item is handed to an international carrier and a tracking number is issued
- •Domestic delivery (within Japan): the item is handed to a domestic carrier and a tracking number is issued
- •(Premium face-to-face handover option): the handover is completed as agreed
Partial Success Fee (for success-fee plans)
- •If meaningful progress is achieved without full Success (e.g., item located but cannot be released to a proxy; overseas shipping is restricted and an alternative is arranged), we may propose a Partial Success Fee of 30%–50% of the success fee.
- •We will explain the amount and charge it only if you approve.
Cancellation & refunds
- •Before we start: cancellation is possible; full refund if charged (authorization will be released if applicable).
- •After we start: please contact us if you wish to stop. Success fees apply only upon Success, but approved Actual Costs and approved Partial Success Fees may still be charged/settled.
- •Light Check Plan is a fixed-fee service; refunds are generally not available once we start.
- •Refunds are processed to the original card; timing depends on the card issuer.
Notes
- •For scope, limitations, and liability, please refer to our Terms of Service.