Specified Commercial Transactions Disclosure
Last Updated: July 30, 2026
Note: In case of discrepancy, the Japanese version prevails.
This English version is provided for convenience only. In the event of any discrepancy, the Japanese version shall prevail.
| Seller / Service Provider | LostSOS Concierge |
|---|---|
| Responsible Person | ๆ นๅปบ ๅคๆฅ / Natsuki Nedachi |
| Address | ใ104-0061 ๆฑไบฌ้ฝไธญๅคฎๅบ้ๅบง1ไธ็ฎ12็ช4ๅท N&E BLD.6F |
| Phone Number | 080-8410-9827 |
| Email Address | support@lost-sos.com |
| URL | https://lost-sos.com |
| Service Name | Recovery Concierge |
| Description of the Service | A concierge service for lost items for inbound travelers to Japan. As Deliverables, we provide: (i) Japanese Follow-up, (ii) Priority Plan, (iii) Contact Log, (iv) Live Updates, (v) 90-Day Watch, and (vi) Next Steps Guide. The standard Service also includes Claim & Return support after an item is found, subject to facility rules and operational feasibility. |
| Service Fee | Standard plan: USD US$149 (total) per Case by default. At checkout, the User may select one of the following fixed currency prices: USD US$149, JPY ยฅ23,800, GBP ยฃ113, EUR โฌ129, AUD A$209, or CHF 119. The selected currency is the currency actually charged; these are fixed prices, not real-time exchange-rate conversions. Each currency option provides the same full Service. |
| Additional Charges | Claim & Return support is included in the standard Service fee, and we do not charge an additional LostSOS service fee for that support. Only actual third-party costs are extra. These may include courier or shipping charges, transportation, packing, storage, insurance, customs charges, or required-document costs. We present the cost or an estimate and obtain your express approval before such costs are incurred or arranged on your behalf. In addition, foreign exchange fees, overseas transaction fees, currency conversion fees, or similar charges set forth by Stripe, PayPal, your card issuer, bank, or other payment provider or financial institution may apply. These charges shall be borne by the User and are not included in the consideration charged by the Company. |
| Payment Method | Credit card or other payment methods supported by Stripe (which may include Visa / Mastercard / American Express / JCB, Apple Pay / Google Pay), or PayPal |
| Timing of Payment | Payment is processed immediately at the time of application. |
| How to Apply | You may apply by entering the required information through the application flow on this website, agreeing to the Terms of Service, Privacy Policy, and related matters, and completing the designated payment procedure. |
| Time of Contract Formation | The contract is formed when the User completes the application procedure and the designated payment is completed. |
| Timing of Service Provision | 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, outreach will, in principle, begin on the next operating day. Specific timing depends on the case details, the business hours of Relevant Facilities or Relevant Parties, and the completeness of the information provided. |
| Returns / Cancellation | As this is a digital service, returns are not accepted. |
| Refunds | The Service fee is non-refundable in principle. However, the Company will provide a full refund in any of the following cases: (i) duplicate or erroneous payment; (ii) a refund is required by applicable law; or (iii) Refund Guarantee โ if the Item has not been found after the Company completes the Case work. Case work may continue for up to 90 days from payment. If the Case closes unfound under the Refund Guarantee, the Company initiates the refund that same day; posting by the payment processor, card issuer, or bank may take additional business days. The Refund Guarantee does not apply if the User fails to respond to verification or information requests reasonably necessary to continue the Case. See Article 7 of the Terms of Service for details. Refunds are, in principle, made via the original payment method used by the User. Nothing in this disclosure limits any mandatory legal rights the User may have under applicable consumer protection law. |
| Withdrawal of Application, etc. | This transaction constitutes mail-order sales, and the cooling-off system does not apply. |
| Operating Environment | An internet connection, a compatible device, an up-to-date major web browser, and an environment capable of viewing email or chat messages and PDFs are required. |
| Special Notes | The Service does not guarantee discovery, recovery, return, shipment, or arrival of the lost item. The Service fee is consideration for the case work โ including organizing the case, making inquiries to Japanese facilities in Japanese, preparing the Deliverables, providing updates and follow-up, and providing Claim & Return support after an item is found. Under the Refund Guarantee (see the Refunds row above), if the Item has not been found after Case work, which may continue for up to 90 days from payment, the Company will refund 100% of the LostSOS Service fee actually paid by the User. The scope of Japanese Follow-up and Claim & Return support is determined by the Company based on the nature and circumstances of each Case and the rules of each Relevant Facility. Handoff may involve in-person pickup, shipping when allowed, or support through our team in Japan. Actual third-party costs require the Userโs prior approval. |
| Supplementary Provision | This disclosure applies from April 23, 2026 and was last revised on July 30, 2026. |