Legal Notice (Act on Specified Commercial Transactions)

Service Fees (Tax Included)

All displayed prices are per case and per item.

Scope of the Free Assessment

• •The Free Assessment provides a preliminary evaluation of the likelihood of recovery based on the information you provide and includes a recommended plan.
• •The Free Assessment does not include external inquiries/contacts with third parties (e.g., railways, hotels, police), recovery, or shipping arrangements.
• •If you would like those services, please select the Standard or Pro plan.
• •For Standard and Pro plans, the search — including all Japanese phone calls to relevant facilities — is provided at no additional charge. Fees apply only after we locate your item (see "Timing of Payment" below).

Additional Charges (Actual Costs)

The following actual costs may apply depending on destination, weight/size, and requirements of relevant organizations:

• •International shipping fees (DHL / FedEx / UPS, etc.)
• •Domestic shipping fees
• •Transportation expenses (for pickups/recovery-related travel)
• •Storage fees
• •Packing material costs
• •Customs duties, import taxes, customs clearance fees, etc. (generally paid by the recipient)

Prior Approval Rule for Actual Costs

• •Actual costs are generally incurred after we provide an estimate and obtain your approval.
• •However, for urgent handling, we may advance actual costs up to JPY 10,000 (tax included) without prior approval.
• •Any amount exceeding JPY 10,000 requires prior approval.

How to Apply

• •From the button on our website, you will be redirected to our web chat.
• •You can apply by entering the required information in chat, selecting a plan, and agreeing to the Terms and related policies.
• •The contract is formed after you complete the final confirmation screen in chat (plan/fees/consent buttons, etc.).

Payment Method

• •Credit card payment (digital wallets supported, including Apple Pay and Google Pay)

Timing of Payment

Note (foreign-issued cards): Payment is processed in Japanese yen (JPY). Your card issuer's exchange rate and foreign transaction fees may apply.

• •At application (upon contract formation): No credit card or payment method registration is required. No charge is made at this time.
• •Success fee (Standard/Pro): In practice, when we locate your item (i.e., a match is confirmed), we will present a payment request via the case page or a payment link. You will be charged when you complete payment. Legally, the success fee is determined upon Success (Article 8 of the Terms), but payment is requested when a match is confirmed, pursuant to Article 11, paragraph 2 of the Terms.
• •Actual costs: After your approval, we will send a payment link when costs occur and/or around the time of shipping arrangements to settle and charge such costs.

Service Start Timing (Commencement of Work)

Work may be delayed due to circumstances beyond our reasonable control, such as disasters, communication outages, or the business hours of relevant organizations.

• •We will begin investigation and outreach after all of the following are completed:
• •• Agreement to the Terms and related policies,
• •• Provision of necessary information, and
• •• We send a service acceptance confirmation notice.

Definition of Success (Success-fee Plans)

Delays in customs clearance or local delivery are outside our control; therefore, "delivery completed" is not included in the definition of success.

• •The success fee (Standard/Pro) becomes due when one of the following "success" conditions is met:
• •• International Shipping: The item is handed over to an international carrier and a tracking number is shared.
• •• Domestic Shipping: The item is handed over to a domestic carrier and a tracking number is shared.
• •• In-person Handover: Handover to the user (or the user's designated recipient) is completed.

Partial Success Fee (Success-fee Plans)

If success is not achieved but certain outcomes are obtained, we may propose a partial success fee.

• •Partial Success A (Discovery Confirmed): Location is confirmed, but recovery/shipping cannot be handled by us due to proxy pickup restrictions, shipping prohibitions, etc. (we provide instructions on how to receive the item).
• •Partial Success B (Recovery Completed): Recovery is completed, but international shipping is not possible due to prohibited items, oversize limits, etc. (we propose alternatives such as domestic shipping or storage).
• •The amount will be presented in advance and will be charged only if you approve it.

Cancellation and Refund Policy

We do not guarantee discovery, recovery, or shipping. Outcomes depend on the rules of each organization, storage periods, shipping restrictions, etc.

• •If the item is not found: No success fee will be charged for Standard/Pro.
• •Cancellation before commencement: No cost will occur because no charge has been made.
• •("Commencement" means we have started external outreach or generated case-specific documents.)
• •Cancellation after commencement: Since the plan is success-fee based, no success fee will be charged unless success has occurred. Actual costs already incurred will be settled/charged.
• •Actual costs (shipping, etc.): Subject to carrier rules (e.g., whether shipping labels can be canceled).
• •Refunds are processed through cancellation/refund to the original credit card payment method. The timing depends on the card issuer.
• •How to cancel: Contact us at support@lost-sos.com or via the chat channel you used for your request.

Other Information

• •For details on the scope of services, disclaimers, and handling procedures, please refer to our Terms of Service.