Terms of Service

These Terms of Service (the “Terms”) set forth the conditions for use of the lost-item concierge service “Recovery Concierge” (the “Service”) provided by LostSOS Concierge (the “Company”).

A User shall apply for and use the Service only after agreeing to these Terms.

Any guidance, notices, individual conditions, or other information displayed by the Company on its website, application screens, FAQs, individual messages, or by any other means in relation to the Service shall constitute part of these Terms.

If any such individual display conflicts with these Terms, the individual display shall prevail, unless otherwise expressly stated by the Company.

The meanings of the terms used in these Terms shall be as follows:

1. “User” means an individual who agrees to these Terms and applies for or uses the Service.

2. “Case” means a single lost-item matter specified by the User at the time of application. If the Company reasonably determines that the date, location, route, Item, or inquiry destination is materially different, it may treat such matter as a separate Case.

3. “Item” means an item that the User has lost, left behind, or mistakenly taken or received in the relevant Case.

4. “Deliverables” means the plans, contact records, status summaries, re-check guidance, and other information provided by the Company to the User as the result of the Service as set forth in Article 3.

5. “Additional Services” means services separate from the Service, including support for recovery, proxy receipt, storage, shipping, return arrangements, or other similar assistance relating to the Item, which the Company provides under a separate agreement based on an individual quotation.

6. “Out-of-pocket expenses” means third-party costs necessary for Additional Services or other individually requested support separately and expressly approved by the User, including shipping fees, transportation expenses, storage fees, packing costs, insurance fees, mandate-related costs, and other similar expenses.

The Service is, in principle, a service in which the Company organizes the relevant Case, makes inquiries and contacts in Japanese to the extent necessary, and provides the following Deliverables to the User:

1. Japanese Follow-up

2. Priority Plan

3. Contact Log

4. Live Updates

5. 90-Day Watch

6. Next Steps Guide

The Service assists the User in confirming the whereabouts of the Item and organizing the necessary next steps on the User’s behalf. It does not guarantee discovery, recovery, return, shipment, or arrival of the Item.

The Service does not include physical recovery, proxy receipt, storage, shipping, customs handling, receipt on behalf of the User, or any similar acts with respect to the Item. Such matters may be handled only as Additional Services under Article 11 if the Company determines on an individual basis that it is able to do so, and shall be subject to a separate agreement.

The acts performed by the Company as part of the Service are limited to the following:

1. Fact-finding with Relevant Facilities, transportation operators, accommodation providers, police, and other Relevant Parties

2. Making inquiries, contacts, and simple communications on behalf of the User

3. Assistance with Japanese translation or interpretation

4. Guidance regarding the need for a lost-property report, pickup procedures, identity verification, re-checks, and other procedural steps

The Company is not an attorney or lawyer and shall not perform any of the following:

1. Providing legal advice or legal opinions

2. Becoming involved in disputes regarding ownership or other legal rights

3. Negotiating rewards, compensation, damages, settlements, or other monetary terms

4. Acting on behalf of the User in complaints, dispute resolution, administrative procedures, or court proceedings

5. Any other acts that may constitute legal services requiring a legal qualification

If an issue arises that may fall under any of the items above, the Company shall not handle that portion and shall only, as necessary, advise the User to respond directly or consult a qualified attorney, lawyer, or other professional.

The Company may be unable to make inquiries or contacts as desired due to the business hours, internal rules, identity verification requirements, retention periods, transfer rules, disposal rules, language policies, or other circumstances of the relevant party.

A User shall apply for the Service through the application screens, forms, chat, or other methods designated by the Company.

A contract for the Service shall be formed when the User agrees to these Terms at the time of application and completes payment of the fee designated by the Company.

Any automated acknowledgment message, payment receipt message, or general guidance message from the Company shall not, unless otherwise expressly stated, mean that the Company has accepted the case, begun handling it, or guaranteed any result.

If the application contains insufficient, unclear, or inconsistent information, the Company may request additional information. In such case, the Company may defer the start or progress of the Service until such additional information is provided.

If the User is under 18 years of age, the involvement and consent of a legal representative shall be required, and the Company may request supporting materials as necessary.

The fee for the Service shall be US$65 (total) per Case.

The fee in the preceding paragraph includes the scope of the Service set forth in Article 3, paragraph 1.

Except for Additional Services or Out-of-pocket expenses separately and expressly approved by the User, the Company shall not charge any additional fees beyond the Service fee.

Payment for the Service shall be made by credit card, PayPal, or any other method designated by the Company. Payment shall be processed through a payment processor designated by the Company, including but not limited to Stripe and PayPal. Any foreign exchange fees, overseas transaction fees, currency conversion fees, or similar charges separately imposed by the payment processor, card issuer, bank, or other financial institution shall be borne by the User and are not included in the consideration charged by the Company. If the User pays via PayPal, the user agreement, buyer protection program, fees, dispute resolution procedures, and other terms set forth by PayPal Pte. Ltd. or other PayPal group entities may apply separately.

If Additional Services or Out-of-pocket expenses arise, the Company may charge them separately only after presenting an estimate or details of the cost in advance and obtaining the User’s express approval.

If the consumption tax rate changes or any other legal change occurs, future applications shall be subject to the revised tax rate or display method applicable at that time.

The Service fee is consideration for case-specific organization, determination of inquiry strategy, Japanese Follow-up, preparation of Deliverables, and related work, and is non-refundable in principle.

The Company shall not provide a refund merely because the Item was not found, the relevant parties had no record of it, it was in transfer, or the User did not obtain the result they desired.

Notwithstanding the foregoing, the Company shall provide a full refund in any of the following cases:

1. Service failure on the Company’s side: the Company fails to begin the Service within a reasonable time after payment due to a system error, operator unavailability, or other reason attributable to the Company.

2. Duplicate or erroneous payment: the User was charged twice, or the payment was made in clerical error.

3. Unauthorized payment: the User’s payment method was used without the User’s authorization.

4. Cancellation before outreach begins: the User requests cancellation before the Company has begun outreach to any Relevant Facility, as defined in Article 9.

5. Scope mismatch after payment: the Company determines, after payment, that the Case falls outside the scope of services the Company can materially perform — for example, where the location of the loss has no recoverable lost-and-found contact, where the matter requires services the Company is not authorized to provide under Article 4, or where critical information needed for the search cannot be obtained.

6. Service failure attributable to the Company after the Service has begun: where the Company fails, due to reasons attributable to the Company, to substantially perform the principal services under the Service after work has commenced.

In addition to the cases above, the Company may, at its discretion, provide a full or partial refund in other circumstances where it determines that doing so is appropriate.

To request a refund, the User shall contact the Company at the support address specified by the Company, with the User’s case identification number. Nothing in this Article limits any mandatory legal rights the User may have under applicable consumer protection law.

If a refund is provided, it shall in principle be made to the original payment method used by the User.

This refund policy governs refunds between the Company and the User in connection with the Service. If the User pays via PayPal, PayPal's buyer protection program, dispute, claim, chargeback, or other procedures defined by PayPal or the card issuer may apply separately.

The Company does not guarantee or control any decision, hold, refund, chargeback, or other process determined by PayPal or the card issuer. However, the Company will respond in accordance with these Terms where required by law or where the refund conditions set forth in these Terms apply.

If the User initiates a dispute, chargeback, buyer protection claim, or similar procedure through the payment processor or card issuer, such procedure will be handled in accordance with the rules and decisions of the relevant payment processor or card issuer. The Company may submit, to the extent necessary for such procedure, records of service provision, response history, the Search Report, and other materials.

The Company shall deliver the Deliverables through the chat channel, email, or any other method the Company deems appropriate, as specified by the User.

The Deliverables shall be deemed delivered when the Company sends them by the method set forth in the preceding paragraph.

The Company may present the status in the Deliverables, as of the time of inquiry, by using categories such as the following:

1. Confirmed held

2. No record yet

3. Likely in transfer

4. More info needed

Even if the Item has not been found, or its whereabouts have not been definitively confirmed at that time, the Service shall be deemed complete when the Company delivers the Deliverables.

The Company will, in principle, begin outreach as soon as the relevant Japanese facilities are open during normal business hours and will deliver the Deliverables as soon as practicable thereafter. If the application is received outside Japanese business hours, the Company will, in principle, begin outreach on the next operating day. Specific timing depends on the User’s case details, the business hours of Relevant Facilities or Relevant Parties, and the completeness of the information the User provides.

The User may request cancellation of the Service and receive a full refund at any time before the Company has begun outreach to any Relevant Facility on the User’s behalf.

For the purposes of these Terms, “outreach” means the Company’s first actual external contact with a Relevant Facility on the User’s behalf, including but not limited to the following:

1. Placing a telephone call to a Relevant Facility, whether the call is answered or not

2. Sending a written inquiry to a Relevant Facility by email, web form, chat, or other written means

3. Submitting a lost-property report or similar notification to a Relevant Facility

Internal preparation activities by the Company, such as reviewing the User’s Case, preparing a Priority Plan, or sending automated acknowledgment messages or status updates to the User, do not constitute outreach and do not affect the User’s right to cancel under this Article.

To request cancellation under this Article, the User shall contact the Company at the support address designated by the Company, with the User’s case identification number, before the Company has begun outreach as defined above. Once the Company has begun outreach, cancellation under this Article is no longer available, and any refund shall be governed by Article 7.

After the Service is provided, the Company may, at its discretion and within a reasonable scope, respond to additional questions from the User that directly relate to the content of the Deliverables. Any such response is provided as a courtesy and does not constitute a contractual obligation.

The Company shall determine the number of Relevant Facilities to contact based on the nature, complexity, and circumstances of each Case. The scope of Japanese Follow-up is decided at the Company's discretion.

The Company shall choose the appropriate inquiry method depending on the nature of the Case, including telephone, chat, web form, email, or other suitable means.

The Company may deliver the Deliverables and complete the Service at any stage if any of the following applies:

1. Inquiries to the main candidates confirm no match and no meaningful transfer path is identified

2. The User fails to provide additional information necessary to identify the Case within a reasonable time after the Company requests it

3. The Case expands beyond what was initially contemplated and would require a scope of investigation disproportionate to the Service

4. A considerable period has passed since the loss, making transfer, disposal, or lack of traceability likely

If the whereabouts of the Item are identified and the User wishes to receive additional support such as recovery, proxy receipt, storage, shipping, or return arrangements, the Company may, where feasible, present an individual quotation for such support as Additional Services.

Additional Services are not included in the Service fee and require a separate agreement based on the User’s express approval.

Additional Services may require Out-of-pocket expenses, additional identity verification, mandate documents, submission of originals, seals, in-person appearance, or other conditions.

The Company may be unable to provide Additional Services due to the rules of relevant parties, laws and regulations, identity verification requirements, shipping restrictions, or other circumstances.

Even in relation to Additional Services, the Company shall not perform any acts that may constitute legal services as set forth in Article 4, paragraph 2.

The User shall provide truthful, accurate, and up-to-date information concerning the relevant Case.

The User represents and warrants that they are the lawful holder, owner, or otherwise authorized recipient of the Item.

If the Company requests additional information to identify the Case or make inquiries, the User shall provide such information promptly.

If a Relevant Facility or Relevant Party requires the User to complete procedures, verify identity, contact them directly, make payment directly, or take any other action personally, the User shall do so at their own responsibility.

The User shall keep available the channel used to communicate with the Company and shall respond promptly to inquiries from the Company.

If the Service is hindered due to the User’s breach of any of the foregoing obligations, the Company shall not be responsible for the resulting consequences.

The Company may require the User to submit identity documents, a selfie, proof of purchase, IMEI, reservation information, or other necessary materials depending on the type of Item, the nature of the Case, or the request of a Relevant Facility or Relevant Party.

If the Company is to perform proxy receipt or any similar act as an Additional Service, the User shall submit a letter of authorization designated by the Company, identity documents, address information, and any other materials designated by the Company.

If the User fails to comply with a request under either of the preceding paragraphs, the Company may suspend or terminate all or part of the Service or Additional Services.

The User shall not engage in any of the following:

1. Providing false information, impersonation, or application for a Case without authority

2. Applying in relation to stolen, unlawful, dangerous, or otherwise illegal or improper items

3. Applying while concealing that the matter involves theft, embezzlement, rights disputes, or any other issue the Company deems inappropriate

4. Requesting the Company to engage in legal claims, reward negotiations, damages claims, complaint handling, dispute resolution, or any conduct set forth in Article 4, paragraph 2

5. Harassment, threats, abusive language, excessive contact, or any other conduct that interferes with the operations of Relevant Facilities, Relevant Parties, or the Company

6. Any conduct that violates laws, regulations, the rules of relevant parties, or these Terms

7. Refusing payment or initiating a chargeback for services already provided without legitimate grounds under applicable law or card issuer rules

The Company may use payment, chat, email, cloud, translation, AI, automation tools, and other external services in providing the Service.

The Company may use AI or automation tools for purposes such as translation, summarization, drafting inquiry messages, assisting with outbound calls, and organizing Cases, in order to improve efficiency and quality.

The Company may record calls or other response records, to the extent permitted by law, for quality control, after-the-fact verification, and preservation of evidence.

The Service may be affected in whole or in part by failures, specification changes, suspension, delay, non-delivery, restrictions, or other circumstances beyond the Company’s reasonable control affecting external services.

The handling of personal information shall be governed by the Company’s Privacy Policy.

All intellectual property rights relating to the Service, including its systems, screens, text, templates, and the formats of the Deliverables, shall belong to the Company or the rightful owner.

The User may use the Deliverables provided by the Company only for the purpose of resolving or confirming the User’s own Case and shall not reproduce, redistribute, publicly transmit, commercially use, or otherwise make secondary use of them without the Company’s prior consent.

After payment is completed, the User may not cancel, terminate, or request a refund for convenience, except as set forth in Article 7.

The Service constitutes mail-order sales under the Act on Specified Commercial Transactions (特定商取引法), and the cooling-off system applicable to door-to-door sales and similar transactions does not apply.

The Company may suspend or terminate all or part of the Service if the User violates Articles 12 through 14, if it becomes clear that the Case falls outside the scope of the Service, or if the Company reasonably determines that continuation of the Service is difficult.

Even if the Service is suspended or terminated under the preceding paragraph, the Company shall have no obligation to refund except as set forth in Article 7.

The cancellation or termination conditions for Additional Services shall be governed by the individual agreement or quotation terms applicable to the relevant Additional Services.

The Company does not guarantee the discovery, recovery, return, shipment, arrival, receipt of the Item, or the response of any Relevant Facility or Relevant Party.

Except in cases of willful misconduct or gross negligence on the part of the Company, the Company shall not be liable for any damage suffered by the User due to any of the following:

1. Decisions, rules, business hours, retention periods, identity verification requirements, or refusal of handover by police, railway companies, taxi companies, bus companies, accommodation providers, airports, tourist facilities, shipping companies, customs authorities, or other relevant parties

2. Errors, omissions, or delays in information provided by the User

3. Communication failures, system failures, failures of external services, disasters, war, terrorism, infectious disease outbreaks, labor disputes, or any other force majeure event

4. The User’s failure to complete procedures, make payment, or take receipt where the User is required to do so personally

The Deliverables are summaries of Case organization and factual confirmation results based on information obtainable by the Company and do not include legal opinions, determinations of rights, or guarantees of results.

Even where the Company is liable for damages, such liability shall be limited to direct and ordinary damages and shall not include lost profits, loss of opportunity, emotional distress, indirect damages, or special damages.

In such case, the maximum liability of the Company shall be limited to the total amount of fees actually paid by the User to the Company for the relevant Case, excluding any Out-of-pocket expenses paid to third parties.

The limitations in the preceding two paragraphs shall not apply in cases of willful misconduct or gross negligence by the Company.

Nothing in this Article shall limit any mandatory rights granted to the User by applicable law.

These Terms and all matters relating to the Service shall be governed by and construed in accordance with the laws of Japan.

Any dispute arising between the Company and the User in relation to these Terms or the Service shall be subject to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.

The Company may amend these Terms if there is a change in applicable law, a change in the content of the Service, or any other reasonable ground.

If the Company amends these Terms, it shall notify Users of the amended content and effective date on its website or by any other appropriate means.

Unless otherwise required by law or agreed by the User, contracts already formed shall remain subject to the Terms in effect at the time of application.

These Terms shall take effect on April 6, 2026.