Terms of Service

Article 1 (Application)

1. These Terms of Service (these "Terms") set out the conditions for use of the purchase agency service "Soracross" (the "Service") provided by the business operator identified in the Commercial Transactions Disclosure published on this website (trade name: Soracross; "we", "us" or "our").
2. By submitting a quote request or approving a quote, you (the "Customer", "you") are deemed to have agreed to these Terms.
3. The authoritative text of these Terms is the English version. Versions in other languages are reference translations; in the event of any discrepancy in interpretation, the English version prevails.

Article 2 (Nature of the Service — Purchase Agency)

1. The Service is a quasi-mandate (jun-inin) service under Japanese law: at your request, we purchase products on your behalf from retailers in Japan — primarily Amazon.co.jp, Rakuten Ichiba and Yodobashi Camera, and, at our discretion, other retailers in Japan upon consultation (together, the "Supported Retailers") — and deliver them to your designated pickup location within Japan.
2. The sales contract for each product is formed between you and the retailer. We are not the seller of the products and do not acquire ownership of the products for our own account.
3. As evidence of purchase, we present to you the receipt or equivalent proof issued by the retailer.

Article 3 (Eligibility)

1. The Service is available only to persons aged 18 or over.
2. The Service is intended for visitors to Japan whose primary place of residence is outside Japan (non-residents of Japan). Persons residing in Japan may not use the Service.
3. You must maintain an email address at which you can be reached in Japan during your intended pickup period, and must provide accurate information.
4. We may refuse use of the Service by any person who has previously violated these Terms or whom we otherwise reasonably consider unsuitable.

Article 4 (Quote Requests and Quotes)

1. You request a quote by specifying the product URL or description, quantity, pickup method and preferred date. Submitting a quote request does not form a contract.
2. After reviewing your request, we will send a quote stating the itemized breakdown and total of: the product cost, our service fee, and delivery-related costs. We may decline to issue a quote (decline the engagement) without stating reasons.
3. A quote is valid for 30 days from issuance. After this period it lapses automatically, and prices are subject to re-quotation.
4. Express Checkout. Where you choose Express Checkout, you submit your request together with a card authorization (a temporary hold) for the amount displayed. You are not charged at submission. If the retailer's actual price is the same as or lower than the amount displayed, we approve your order at the amount displayed. If the actual price is higher, we release the hold immediately and send you a new quote, which you may approve or decline free of charge. If the product cannot be found, the hold is released and nothing is charged (¥0). The hold is released automatically if we do not approve your order within 6 days of submission.
5. We accept quote requests only for stays whose check-in date falls within 60 days of the date of submission. We may set an earlier cut-off date, which is shown on the request form.
6. For Express Checkout, if we are unable to identify the product from the information you provide, we will not approve your order. The hold is released and nothing is charged (¥0). We do not propose a substitute product in this case.

Article 5 (Formation of Contract; Fixing of the Total Amount)

1. A contract for the Service is formed, on the terms of the quote, at the moment you approve the quote on your order page.
2. The total amount as at approval becomes the fixed amount and will not change thereafter (except as provided in Articles 7.3 and 8.4). We record the version of these Terms in effect at the moment of your own act: your approval of the quote, or, for Express Checkout, your submission of the order.
3. If a minor approves a quote in error, the contract may be rescinded absent the consent of a legal representative; any ordinary and direct loss we actually incur as a result of a false representation under Article 3.1 shall be borne by you.
4. For Express Checkout, the contract is formed, and the total amount is fixed, at the moment we approve your order. We charge the fixed amount to your card at that moment.

Article 6 (Payment)

1. Payment is by card only. For a standard quote, payment is made through a hosted payment link issued by Square, Inc. after your approval; for Express Checkout, payment is made by entering your card details on the page (Apple Pay and Google Pay are supported). In either case, your card issuer may require additional authentication (such as 3-D Secure). Payments are processed by Square, Inc.; we do not receive or store your card number.
2. Payment is due within 48 hours of approval. If payment is not confirmed within this period, the contract lapses automatically.
3. We receive the amount agreed with you in the quote as the product cost as an advance on expenses necessary for performing the mandate (Article 649 of the Civil Code of Japan), subject to the appropriation under Article 7.4.
4. Currency conversion rates and international transaction fees charged by your card issuer are borne by you.
5. For Express Checkout, payment is made by capturing the card authorization at approval; the 48-hour payment window in Article 6.2 does not apply to the authorized amount. Where we send you a new quote under Article 4.4, payment for that quote is made under Articles 6.1 and 6.2. If the capture of the authorization fails, no contract is formed and the hold is released.

Article 7 (Composition of the Price; Settlement)

1. The total amount consists of: (a) the product cost (the amount agreed with you in the quote); (b) our service fee; and (c) delivery-related costs.
2. Our remuneration consists of items (b) and (c) and, where applicable, the difference referred to in paragraph 4 of this Article. The product cost in item (a) is stated in the quote based on the price shown on the retailer’s product page at the time of quotation. We present the purchase receipt as evidence of the purchase.
3. If, after approval, the retailer’s selling price exceeds the quoted amount, we bear the excess (you will not be charged anything further). However, if the excess is substantial, paragraph 4 of Article 8 applies.
4. If, after approval, the retailer’s selling price falls below the quoted amount, the fixed total remains unchanged. You agree that the difference is paid as part of the consideration for the Service (because we disclose the purchase receipt, the actual purchase price can always be verified). Any part of the advance received under Article 6.3 that is not applied to the purchase is, by this agreement, appropriated to our remuneration at the time of purchase and is not subject to return under Article 646(1) of the Civil Code of Japan.

Article 8 (Execution of the Purchase)

1. After confirming payment, we will execute the purchase from the retailer agreed with you in the quote within a reasonable period.
2. If the specified product is unavailable, we may propose an equivalent substitute. If you do not accept the substitute, we will terminate the contract and refund the full amount.
3. If performance becomes difficult due to stock shortage, refusal of the order by the retailer or any other cause not attributable to us, we may terminate the contract and refund the full amount. In that case we bear no liability beyond the refund.
4. Where, after approval, the retailer’s selling price exceeds the quoted amount and the excess is substantial, we will notify you of the actual price with evidence and offer you the choice of (a) approving a new quote at the actual price, in which case we refund the amount you have paid and the new quote is paid under Article 6, or (b) cancelling with a full refund. If you do not respond within 48 hours of our notice, we may terminate the contract and refund the full amount.

Article 9 (Pickup)

1. Pickup is by either: (a) delivery to your hotel (addressed in your name); or (b) collection at a parcel locker or similar facility designated by us (with a pickup code notified on your order page).
2. The availability and location of locker pickup are fixed in the quote. We are not liable for damage arising from your sharing of a pickup code with third parties.
3. You must promptly confirm receipt on your order page after receiving the products. Receipt is deemed to have occurred when 14 days have passed from the date on which evidence of delivery is confirmed.
4. If pickup cannot be completed: (i) where this is for reasons attributable to you (an incorrect reservation name, hotel name or address, incorrect stay dates, having already checked out, expiry of the pickup window and the like), the actual costs of redelivery or of switching the pickup method (between hotel delivery and locker pickup) are borne by you, and the fee for the hotel pre-notification option is not refunded; (ii) where you selected the hotel pre-notification option and hotel delivery did not succeed for reasons not attributable to you, we refund the hotel pre-notification option fee (¥1,000), and you choose whether to switch to locker pickup or to cancel, in which case Article 10.1(b) applies; (iii) in any other case where the failure is not attributable to us, the actual costs of redelivery or of switching the pickup method (between hotel delivery and locker pickup) are borne by you, as expenses necessary for performing the mandate (Article 650 of the Civil Code of Japan). Where such costs under (i) or (iii) remain unpaid, we may withhold redelivery or locker pickup until they are paid (Article 295 of the Civil Code of Japan). We cannot extend a retention period set by the locker operator, and that period continues to run while we withhold pickup. If products are returned because a locker retention period expired, we refund the product cost to you; our service fees (including the delivery fee) are not refunded. Where the period expires while we withhold pickup for costs that remain unpaid, the products are treated as returned for reasons attributable to you under (i). Instead of that refund, you may ask us to deliver the products to you again while you are still in Japan. We will do so where it is practicable; in that case the product cost is not refunded, and the actual costs of that delivery are borne by you under (i) or (iii) above, as the case may be. We do not deliver again at our own cost, because the purchase and the first delivery have already been carried out. Receipt is not deemed to occur under paragraph 3 where the products are returned unclaimed; on refund of the product cost, title to the products passes to us.
5. If you select the exact-date delivery option (an additional ¥1,000) to receive your order on a specific date and we are unable to deliver on that date, we refund the exact-date delivery option fee and switch delivery to the 3-day delivery window shown in your quote, unless the failure to deliver on that date is attributable to you (paragraph 4(i)).

Article 10 (Cancellation and Refunds)

1. Cancellations are handled according to the stage of the order, as follows (identical to our published cancellation policy):

• (a) Before we execute the purchase: free of charge. If you have already paid, we refund the full amount.
• (b) After purchase and before receipt: we will respond in good faith within the scope of the retailer’s return policy. If the retailer accepts the return, we refund to you the amount refunded to us by the retailer, less return shipping; our service fee is not refunded. If the retailer does not accept the return, no refund can be made (the products will be delivered to you).
• (c) After receipt: possible only where the retailer accepts the return. We refund to you the amount refunded to us by the retailer, less return shipping and any charges the retailer sets for the return; our service fee is not refunded.

2. Refunds are made, in principle, only to the original card (via Square). We do not make refunds in cash or by bank transfer.

3. As the Service is a mail-order (distance) sale, the cooling-off regime under the Act on Specified Commercial Transactions of Japan does not apply. Cancellations are governed by this Article.

4. Amounts corresponding to fees charged by card companies or payment processors in connection with a refund, and losses due to exchange-rate movements, are not compensated.

5. Express Checkout. Until we approve your order, you may cancel free of charge and the hold is released. After our approval (Article 5.4), the fixed amount has been charged and Article 10.1(a) no longer applies; you may still terminate the contract at any time under Article 651 of the Civil Code of Japan. If you terminate after our approval but before we have executed the purchase, we refund all amounts you have paid, less costs we have actually incurred; after we have executed the purchase, the settlement is as set out in Article 10.1(b) and (c).

Article 11 (Products We Do Not Handle)

1. We do not handle the following products. If any of them is found to be involved, we may decline the quote or terminate the contract (with a full refund for any amounts not yet spent on purchases):

• (1) Pharmaceuticals of any kind (including prescription drugs, pharmacist-guidance drugs and over-the-counter drugs);
• (2) Alcohol and tobacco (we cannot perform age verification, so these are not handled at all);
• (3) Items whose sale, possession or transfer is restricted by law (firearms, swords, hazardous materials, etc.);
• (4) Designated event tickets subject to the Japanese Ticket Unauthorized Resale Prevention Act;
• (5) Perishable food, chilled or frozen goods, and live animals or plants;
• (6) Products whose purchase would require conduct contrary to the retailer’s terms of use or conditions of sale (including circumvention of per-customer quantity limits);
• (7) Any other product we reasonably consider inappropriate.

2. You are responsible for confirming, at your own risk, any export/import restrictions, customs duties and quarantine requirements applicable when taking purchased products out of Japan. Delivery under the Service is completed within Japan, and we accept no responsibility for matters arising after your departure.

3. You represent and warrant that the products you request do not fall under any item of paragraph 1 of this Article and that you may lawfully purchase, possess and take them out of Japan. You indemnify us, to the extent the breach is attributable to your intent or negligence, for ordinary and direct loss we actually incur as a result (including the cost of responding to retailers or authorities).

Article 12 (Responsibility for the Products)

1. Because we are not the seller of the products, we give no warranty as to their quality, performance or fitness for purpose. Product non-conformity, initial defects, recalls and similar matters are governed by the policies of the retailer or manufacturer (we will cooperate to a reasonable extent, such as by relaying communications between you and the retailer or manufacturer).
2. If there was an error in our purchasing (such as purchasing a product different from the one specified), we will, at our expense, re-purchase the correct product or refund the relevant portion. This is our primary remedy for such error; it does not exclude your right to compensation for ordinary damage under Article 16.2.
3. Shipping and similar costs for returns or exchanges are as provided in Articles 9.4, 10.1 and 15.

Article 13 (Evidence and Records)

1. We present purchase receipts, product photographs and similar evidence on your order page, and retain them as transaction records for the retention period required by tax law (bookkeeping and record-keeping rules), after which they are deleted.
2. You consent to our use of such evidence and transaction records for responding to payment disputes (chargebacks), preventing fraud, and complying with law.

Article 14 (Prohibited Conduct)

You must not engage in any of the following: providing false information; fraudulent use of a payment card; placing bulk orders while concealing a resale purpose; infringing the rights of, or causing nuisance to, us or any third party; interfering with the operation of the Service; or being, or being involved with, anti-social forces (organized crime).

Article 15 (Termination by Us)

1. If you breach these Terms or fall under the preceding Article, we may terminate the contract without prior notice.

2. If we terminate the contract before purchase, we refund all amounts you have paid, less costs we have actually incurred.

3. If we terminate the contract after purchase, and the retailer accepts returns, we will return the product to the retailer and pay you the amount refunded by the retailer (return shipping is borne by you); if the product cannot be returned, we will deliver it to you (the cost of that delivery is borne by you). In either case, the service fee and delivery-related costs are not refunded. You authorize us to exercise your right of return against the retailer and to receive the refund on your behalf; this authority survives termination.

4. Termination under Article 11.1 is settled under that Article as to amounts not yet spent on purchases; for products already purchased, paragraph 3 of this Article applies.

Article 16 (Disclaimer; Limitation of Liability)

1. We are not liable for delay in, or impossibility of, performance caused by events beyond our reasonable control, including natural disasters, failures of communications, payment or logistics systems, and retailer stock shortages or delivery delays.
2. Where we are liable for damages, our liability is limited to ordinary and direct damage actually incurred, up to the total amount fixed for the order concerned under Article 5.2 or Article 5.4 (without deducting any amount already refunded). This limitation applies to liability arising in connection with an order for which a total amount has been fixed. Where no total amount has been fixed, our liability is limited to ordinary and direct damage actually incurred. We are not liable for indirect damage such as lost profits or itinerary-change costs.
3. The limitations in Articles 8.3, 9.2, 10.4, 11.2, 12.1, 12.2, 16.1 and 16.2 apply only to cases other than our willful misconduct or gross negligence, and do not apply where such limitation is not permitted under the Consumer Contract Act of Japan or other mandatory law. Nothing in Articles 9.4, 10.1 and 15 limits your right to compensation under Article 16.2 for loss caused by our willful misconduct or gross negligence.

Article 17 (Personal Information)

The handling of personal information is governed by our separately published Privacy Policy.

Article 18 (Amendment of these Terms)

These Terms may be amended where necessary, in accordance with Article 548-4 of the Civil Code of Japan (standard terms of contract). When we amend these Terms, we will announce the effective date and the content of the amendment on this website in advance. Your use of the Service, or your approval of a quote, after the effective date constitutes agreement to the amended Terms. Each order is governed by the version of these Terms in effect at the moment of the act by which you agree to these Terms for that order — your approval of the quote, or, for Express Checkout, your submission of the order.

Article 19 (Notices)

Notices from us are validly given by sending them to the email address you have registered, and are deemed to have arrived at the time they would normally arrive.

Article 20 (Severability)

If any provision of these Terms is held invalid or unenforceable, the validity of the remaining provisions is not affected.

Article 21 (Governing Law; Jurisdiction)

1. These Terms, and any contract relating to the Service, are governed by the laws of Japan.
2. The Tokyo District Court has exclusive jurisdiction as the court of first instance over any dispute arising in connection with the Service; provided that this does not preclude the application of mandatory consumer-protection rules of the law of your habitual residence.