Terms of Use

1. Scope

These Terms apply to the use of the services provided by TOMO JAPAN Co., Ltd. (the "Company"), including consultation, organising information, coordination of communications, support with phone calls and reservations, translation and interpretation, accompaniment support, business support, lectures and training programmes, and other related services (the "Services").

2. Content of the Services

Depending on the matter you consult us about, the Company supports you with daily life in Japan, study abroad, business, contacting and making reservations, translation and interpretation, lectures and training, and organising and coordinating various practical procedures. The specific content, scope, fees and delivery timing of each service are set out on the relevant service page, in the estimate, by email or in other guidance provided by the Company.

The Services consist of support and coordination performed within the scope the Company is able to handle. They do not guarantee the decisions, replies, approvals, successful reservations or resolution of issues by government offices, schools, medical institutions, companies, shops, delivery companies or any other third party.

When contacting a third party, the Company states its corporate name and the name of the staff member in charge, and explains that it is making contact at your request. The Company does not make contact while presenting itself as you or as anyone else, and it does not accept requests to do so.

Requests that involve contacting or checking with a third party are, as a rule, limited to matters concerning you or, for a corporate customer, that company. For a request about another person, such as a family member, we take it on once you have told us your relationship with that person and confirmed that you have their consent (for a minor, the consent of a parent or guardian). Where a service is designed to cover matters concerning someone other than you, the terms set out in the guidance for that service apply.

Where the other party requires an identity verification procedure, the Company follows it and does not act to circumvent it. The Company never undergoes that verification as if it were you. If the other party decides that it will only accept a request from the account holder in person, the Company stops there and reports this to you. Fees in that case are handled under the cancellation and refund provisions of these Terms. Identity checks carried out by the Company are governed by the Company's Privacy Policy.

3. Application for Use

You may apply for the Services using the Company's designated form, by email, via social media, or by any other method designated by the Company. When applying, please provide accurate and up-to-date information to the extent necessary for the provision of the Services. By applying for the Services, you are deemed to have agreed to these Terms.

4. Formation of the Contract

A contract for the Services is formed when the Company has confirmed the content of your request, whether it can be handled, the scope of work, the fees and the delivery timing, and you have agreed to that content. For services requiring advance payment, the Company will as a rule begin providing the service after confirming receipt of payment.

5. Fees

The fees for the Services are stated on the relevant service page, in the estimate, by email or in other guidance provided by the Company. Where a displayed price includes consumption tax, this is clearly indicated. If additional work, out-of-pocket costs or a request to an external specialist becomes necessary, the Company will as a rule confirm this with you in advance.

6. Payment Methods

Payment is made by the method the Company designates from among bank transfer, credit card, QR-code payment and other payment methods. The available payment methods, procedures, foreign-currency conversion amounts and fees may differ depending on the content of your application and the conditions at the time of payment.

Where online payment is used, payment processing is carried out by a third-party payment service provider such as KOMOJU. Payment information such as credit card numbers is processed on that provider's payment screen and does not pass through the Company's servers. The Company does not store card numbers.

7. Timing of Payment

For one-off, standard-priced services such as the Japan Phone Call Support service (COM-001), payment is as a rule made after the fee has been confirmed and before provision of the service begins. For other individually quoted services, payment is as a rule made before provision of the service begins, at the time set out in the estimate or guidance provided by the Company.

8. Start of Service Provision

The Company will begin providing the Services at the time it notifies you, after confirming the necessary information, the scope of work and the fees (and, for services requiring advance payment, after confirming payment). Even where same-day handling is requested, it may not be possible depending on the other party's business hours, the content of the request and the Company's capacity at the time.

9. Information Provided by the User

You shall provide the Company with your name, contact details, reservation numbers, order numbers, information on the other party, details of the entrusted matter and any other necessary materials, to the extent required for provision of the Services. Please do not send sensitive information such as passwords, PINs, SMS authentication codes or credit card numbers through the Company's forms, by email or via social media. Information required for payment should be entered on the secure payment screen of the payment service provider indicated by the Company.

If the information you provide contains errors or omissions, or is delayed, the Company may be unable to provide the Services or the timing of provision may be delayed.

10. Changes to an Application

If you wish to change the content of your application after submitting it, please contact the Company promptly. Depending on the change, additional fees may arise, the delivery timing may change, or the request may become impossible to handle. Where additional costs arise, the Company will as a rule confirm this with you in advance.

11. Cancellation

You may request cancellation before provision of the service begins. For cancellation after provision has begun, costs may arise in accordance with the work already carried out, the state of preparation and any external costs incurred.

12. Refunds

Where a cancellation takes effect before the Company begins providing the service, the unperformed portion may be eligible for a refund. The refund method, transfer fees and other conditions will be advised individually by the Company.

If the Company is unable to provide the Services for reasons attributable to it, the fee for the unperformed portion will be refunded. However, where the purpose is not achieved due to circumstances not attributable to the Company — such as the circumstances of an external organisation or third party, the absence of the other party, a refusal to answer, unavailability of a reservation or the outcome of a screening — the portion already performed may not be eligible for a refund. Where the Legal Notice under the Specified Commercial Transactions Act or the relevant service page provides otherwise, that provision prevails.

13. Refunds After Provision of the Service

For services already completed, such as consultation, organising information, telephone contact, translation and interpretation, accompaniment, review of documents and coordination of communications, refunds are as a rule not possible given their nature. The validity period of call packs and the treatment of unused portions are set out on the relevant service page or in individual guidance.

14. Refusal or Suspension of Service Provision by the Company

The Company may refuse or suspend provision of the Services where the content of a request violates laws and regulations, public order and morals or these Terms; where it risks infringing the rights of a third party; where it falls under work requiring a professional qualification or licence; where information is insufficient; or where the Company otherwise determines that it cannot handle the matter appropriately.

15. Prohibited Conduct

In using the Services, you must not engage in the following conduct.

• Providing false or inaccurate information
• Making requests that violate laws and regulations, public order and morals, or the rights of third parties
• Causing excessive burden or damage to the Company, its partners, external organisations or third parties
• Requesting the Company to provide legal judgments, dispute negotiation, work restricted to qualified professionals, guarantees of permits, or guarantees of outcomes
• Asking the Company to present itself as you or as any other person
• Any other conduct the Company deems inappropriate

16. Relationship with Third-Party Services and External Organisations

The Services may involve the services or decisions of schools, government offices, medical institutions, property management companies, shops, delivery companies, payment service providers and other third parties. The Company bears no responsibility for the operations, decisions, replies, system failures, business hours or changes to the terms of such third parties. The Company will, however, sincerely carry out the necessary confirmation, organisation and communication within the scope of the request it has received from you.

17. Cooperation with Specialists and Partners

For work requiring a professional qualification or licence — such as residence status, corporate registration, tax matters or legal judgments — the Company does not handle the matter directly and may, where necessary, introduce a specialist or partner such as an administrative scrivener, judicial scrivener, tax accountant or attorney. In such cases, the contract, remuneration, scope of work and allocation of responsibility with the specialist shall be confirmed separately.

18. Disclaimer

The Company handles the Services with reasonable care, but does not guarantee the decisions of third parties, the success of a reservation, the outcome of a screening, a recruitment result, the conclusion of a transaction, the resolution of an issue or any other specific outcome. Except in cases of the Company's wilful misconduct or gross negligence, the Company's liability is limited to the amount received from you for the relevant service.

The preceding paragraph does not apply to the extent restricted by the Consumer Contract Act or other applicable laws and regulations.

19. User Responsibility

You are responsible for the accuracy of the information you provide in connection with the Services, the legality of the content of your request, confirming the terms of use of third-party services, and your final decisions. Contracts, terminations, payments, acceptance of refund conditions, and important judgments concerning medical, legal or tax matters must be made by you or by an appropriate specialist.

20. Intellectual Property Rights

Intellectual property rights in the Company's website, materials, text, images, logos, designs and other content created by the Company belong to the Company or the rightful right holder. You may not reproduce, reprint, distribute or modify them without the Company's prior consent.

21. Handling of Personal Information

The Company handles personal information obtained in the course of providing the Services in accordance with its Privacy Policy.

22. Changes to These Terms

The Company may change these Terms in response to changes in laws and regulations, changes to the Services, business needs or similar circumstances. When changing these Terms, the Company will announce the content of the revised Terms and their effective date by posting on the Company's website or by other reasonable means, no later than that effective date. The revised Terms take effect on that effective date.

23. Exclusion of Anti-Social Forces

You represent and warrant that you are not, and will not in the future become, an organised crime group, a member or quasi-member of such a group, a company affiliated with such a group, a corporate racketeer or any other similar anti-social force ("Anti-Social Forces"), and that you have no close relationship with any Anti-Social Forces. If you breach this section, the Company may suspend the provision of the Services or terminate the contract without prior notice. In that case, the Company is not liable for any damage you incur as a result of the suspension or termination.

24. No Assignment of Rights and Obligations

You may not assign, transfer or pledge as security to any third party your contractual position or any of your rights and obligations under these Terms, in whole or in part, without the Company's prior written consent.

25. Compensation for Damage

If you breach these Terms and cause damage to the Company, you are liable to compensate the Company for the damage incurred, including attorneys' fees within a reasonable range.

26. Governing Law

These Terms are governed by and construed in accordance with the laws of Japan.

27. Jurisdiction

In the event of a dispute between the Company and you concerning the Services, the Yokohama District Court or the Yokohama Summary Court shall be the exclusive court of first instance by agreement.

28. Contact

For enquiries regarding these Terms, please contact us at the following.

• Company name: TOMO JAPAN Co., Ltd.
• Address: Shin-Yokohama Daisan Tosho Bldg, 3-9-5 Shin-Yokohama, Kohoku-ku, Yokohama, Kanagawa 222-0033, Japan
• Email: info@tomo-japan.co.jp

Established: September 1, 2026 / Revised: September 15, 2026 (effective the same day)