Specified Commercial Transactions Disclosure
Last Updated: July 10, 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. |
| Service Fee | US$65 (total) per Case. The User may select an equivalent amount in GBP, EUR, AUD, CHF, or JPY at checkout โ each currency option provides the same full Service. Indicative equivalents: GBP ยฃ49, EUR โฌ56, AUD A$90, CHF 52, JPY ยฅ10,400 (subject to change based on exchange rate and price-version settings). For urgent cases, an Emergency plan (US$95 total; same refund terms as the standard plan) may be selected at checkout. |
| Additional Charges | We do not charge any additional fees for the Service itself. However, if you wish to use Additional Services such as Claim & Return support, a separate quotation and separate agreement will be required, and additional fees and Out-of-pocket expenses may apply. In particular, where you choose overseas shipping or return delivery of a recovered item, the postage or carrier charge, together with any storage fee for holding the item where the Company ships it abroad, is a separate Out-of-pocket expense borne by the User at the carrier's or storage provider's standard rates, and is not included in the US$65 Service fee. Such expenses are estimated and presented to you for approval before they are incurred. 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 after the Company has substantially performed its outreach and Japanese Follow-up, if the Item has not been found โ that is, if neither its location, its holder, nor a matching official lost-property record has been confirmed through the Company's outreach or through contact the User makes at the Company's direction. The Refund Guarantee does not apply where (a) the Item has been found through the Company's outreach but the User does not complete pickup or other handover steps; (b) the User recovers the Item themselves using leads or guidance provided by the Company (counted as a successful outcome); or (c) the User does not respond to the Company's verification or information requests. See Article 7 of the Terms of Service for full 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, or shipment of the lost item. The Service fee is consideration for the search effort itself โ including organizing the case, making inquiries to Japanese facilities in Japanese, preparing the Deliverables, and delivering them to the User. The Refund Guarantee (see the Refunds row above) provides a 100% refund where, after the Company has substantially performed its outreach, the Item has not been found โ that is, neither its location, its holder, nor a matching official lost-property record has been confirmed through the Company's outreach or through contact the User makes at the Company's direction. The scope of Japanese Follow-up is determined by the Company based on the nature and circumstances of each Case. Claim & Return support is an Additional Service proposed only after an item is found and is not included in the Service fee. Where the item is found, handoff coordination follows the rules of each Relevant Facility โ for example in-person pickup, shipping when allowed, or via our team in Japan. |
| Supplementary Provision | This disclosure shall apply from April 23, 2026. |