Terms of Service

These Terms apply to all relationships between the Company and users relating to the use of the Service. By registering for the Service, you are deemed to have agreed to these Terms.

Buyer

A user who requests the purchase of products from Japan.

Partner

A person who, as someone carrying out the Company's business, purchases the requested products and delivers them to the Buyer.

Request

A single purchase request submitted by a Buyer.

• When registering, please provide true and accurate information.
• To act as a Partner, you must submit identity verification documents and be approved by the Company. You cannot accept Requests before approval.
• If your registered information changes, please update it promptly.
• The Company may decline to approve a registration, or may cancel a registration, if false information has been provided or if there are other reasonable grounds.

The Service is a purchasing agency service in which the Company, at the request of a Buyer, purchases products at stores and other outlets in Japan and delivers them by shipping or hands them over in person. Contracts relating to the Service are formed between the Buyer and the Company.

Partners carry out purchasing and handover as persons carrying out the Company's business. No sales contract is formed between a Buyer and a Partner. All payments are received by the Company, and the Company settles the Partners' compensation and any amounts they have advanced.

The Company is not the manufacturer or original seller of the products themselves and does not give guarantees equivalent to those of a manufacturer regarding the availability, authenticity or quality of the products. However, the Company is responsible for providing the Service (purchasing, handover, refunds and related handling).

A service fee of 30% to 80% of the total price of the items, depending on their rarity, is charged. The service fee is subject to a minimum: it will not be less than ¥3,000 for in-person handover or ¥4,500 for shipping. For shipping, the actual shipping cost is added to this.

The total price of the items in a single Request must be at least ¥3,000.

Fees are shown on screen in advance. Please submit your Request after agreeing to the amount shown.

Payment is made by credit card. When your Request is confirmed, we place an authorization hold on your card (reserving that amount within your credit limit) for the estimated payment amount (the item price [for items whose price has not yet been determined, the maximum amount specified by the Buyer], the service fee and, for shipping, the estimated shipping cost). Payment is not finalized at this point.

When the Partner completes the purchase of the items, payment is finalized based on the actual amount, within the amount of the authorization hold. Any difference from the held amount is released automatically. If the item price would exceed the held amount, we will obtain the Buyer's approval before making the purchase. If the items could not be obtained, the authorization hold is cancelled and no payment is incurred.

Because the shipping cost has not been finalized when the purchase is completed, we charge an estimated amount and settle it once the cost is finalized. If the actual shipping cost is lower than the estimate, we will refund the difference. If it exceeds the estimate, the excess is borne by the Buyer; up to ¥2,000, we will automatically charge the additional amount to your registered card, based on the consent you gave when placing your order (we charge only the actual excess amount).

If the excess is more than ¥2,000, we will notify you of the amount and the reason in advance and will charge it only after obtaining your approval. If you do not approve, or if 5 days pass without a reply, we will switch to another shipping method that can be used within the shipping cost (estimate) already charged (limited to methods with a tracking number) and send the items, and we will make no additional charge. If no method with a tracking number fits within the estimate, we will contact you individually and ask you to choose one of the following:

• Approve the additional shipping cost and have the items shipped
• Cancel the Request and receive a refund of the item price and the service fee (the items will be taken over by the Company)

During this period, the Partner will keep the items for approximately 14 days. If we do not receive a reply within this period, the matter will be treated as a cancellation with a refund (treated as not attributable to the Buyer under Article 7).

Whether a Buyer may cancel depends on the stage of the transaction, as follows.

① Before acceptance

No Partner has been assigned yet. You can cancel free of charge.

② After acceptance, before purchase

A Partner has been assigned but has not yet bought the items. You can cancel free of charge, and the authorization hold on your card will be cancelled. However, the cancellation is included in the count under Article 7.

③ After purchase

The Partner has already bought the items. Cancellations or returns for the Buyer's own reasons cannot be accepted. Payment is finalized when the Partner completes the purchase.

④ After shipment

The items have already been shipped. Cancellations cannot be accepted. If there is a problem with the items, please see Article 9.

Even at stages ③ and ④, we will consider individual cases where there are unavoidable circumstances. Please contact infor@spiderwaves.co.jp (hours: 10:00–18:00 Japan time, closed on weekends and Japanese public holidays). After reviewing your circumstances, we may grant an exception at our discretion.

A Partner may withdraw their acceptance of a Request even after accepting it, as long as the items have not yet been purchased. In that case, the Request becomes available again for other Partners to accept.

If an item could not be obtained, the Company will remove that item from the payment. If none of the items could be obtained, the Request will be cancelled and the authorization hold on your card will be released. These cases are treated as not attributable to the Buyer.

Cancellations are classified into the following two categories according to their cause. The category is determined and recorded at the time of cancellation.

Cancellations for the Buyer's own reasons

This means cancellations where the Buyer has changed their mind; the Buyer made a mistake when entering the order details; the Buyer does not approve an additional payment arising after the purchase (such as excess shipping costs); the Buyer does not cooperate in arranging the date, time or place of receipt; the Buyer cannot be reached for the period specified in Article 8; or the cancellation otherwise arises from the Buyer's own decisions or circumstances.

Cancellations not attributable to the Buyer

This means cancellations where no Partner is assigned; the items could not be obtained; we asked, before the purchase, for the maximum amount to be raised and received no reply within 72 hours; we cancelled because the expiry of the authorization hold on the card (up to 30 days) was approaching; the cancellation is due to the Partner's circumstances; the item turns out to be one the Company cannot handle; the cancellation is due to a natural disaster or other force majeure; or the Company has decided to discontinue the transaction.

Cancellations not attributable to the Buyer are not counted toward the numbers set out below. In addition, the cancellation of a Request for which no Partner has been assigned for more than 7 days will be treated as not attributable to the Buyer, in consideration of the time the Buyer has waited.

• If cancellations for the Buyer's own reasons reach 2 within the most recent 90 days, we will notify you by email.
• If they reach 3 within the same period, your account will be suspended. While your account is suspended, you cannot submit new Requests. Transactions already in progress may continue as they are.
• Cancellations older than 90 days are removed from this count as they reach that age.
• If you do not recognize a recorded cancellation, or if there are special circumstances, please contact infor@spiderwaves.co.jp (hours: 10:00–18:00 Japan time, closed on weekends and Japanese public holidays). After reviewing the matter, we may correct the classification or lift the suspension.

Withdrawals of acceptance by Partners are counted in the same way. If a Partner's withdrawals are excessively frequent, the Company may restrict that Partner's use of the Service. The applicable number of times and period will be determined separately in light of operating conditions and displayed on the Service.

The deadline for responding to our communications differs before and after the purchase.

Before purchase

Before the purchase, we may ask you to approve an additional payment, for example when the actual price of an item exceeds the maximum amount you specified. In this case, if we receive no reply within 72 hours, we will proceed without purchasing that item (if none of the items can be purchased, the Request will be cancelled). No charge is incurred, and this is treated as not attributable to the Buyer under Article 7.

After purchase

If you do not respond to communications from the Company or the Partner for 5 days, the Company will handle the matter as follows. If we have asked you to approve excess shipping costs, we will switch to another shipping method (with a tracking number) that can be used within the shipping cost (estimate) already charged and send the items, and we will make no additional charge; the Request will not be cancelled. For other communications, if the transaction is still at the pre-purchase stage, we may cancel the Request, and such a cancellation will be treated as being for the Buyer's own reasons under Article 7. If the purchase has already been completed, the Request will not be cancelled, and we will consult with you individually about how you will receive the items.

Under the rules of the card companies, authorization holds on cards are released after a maximum of 30 days. If the purchase has not been made by that time, we will ask you to renew the hold before the deadline. If this is not done by the deadline, we will cancel the Request for the time being (treated as not attributable to the Buyer under Article 7).

Before the deadline is reached, we will notify you by email in advance (on day 2 and day 4 from the starting point). If you do not recognize the matter, please contact the contact point mentioned above.

This handling is in place so that Partners are not kept waiting unreasonably.

If items are not delivered, are damaged, or differ from what was ordered, please contact us via the contact form or at infor@spiderwaves.co.jp (hours: 10:00–18:00 Japan time, closed on weekends and Japanese public holidays), as a guideline within 14 days of arrival (or, for non-delivery, of the scheduled delivery date). The Company will confirm the facts and respond as set out in the following paragraphs. Attaching photos that show the condition of the items and the packaging will help us complete the confirmation more quickly.

(Cases attributable to the Company) In the following cases, the matter is treated as attributable to the Company, and we will, as the Buyer prefers, either reship the items or provide a refund (of the item price, the service fee and the shipping cost).

• Non-delivery due to loss in transit, misdelivery or another accident on the part of the carrier
• Failure to ship, an incorrectly written address, or shipment of the wrong item by the Company or the Partner
• Shipment of an item whose import is prohibited or restricted, due to insufficient checking by the Company
• Damage to the items (including damage in transit), or a discrepancy from the order

(Cases attributable to the Buyer) In the following cases, the matter is treated as attributable to the Buyer, and the item price, the service fee and the shipping cost are not eligible for a refund.

• An error in, or omission from, the delivery address entered by the Buyer
• Failure by the Buyer to pay customs duties, import consumption tax or other charges in the destination country
• Expiry of the carrier's holding period because of the Buyer's absence or other circumstances on the Buyer's side

(If items are returned) If the items are returned to the Company because of the circumstances described in the preceding paragraph, we will contact you and ask you to choose one of the following. If we do not receive a reply within 14 days of our contact, the latter option will apply.

• Reshipment (the reshipping cost is borne by the Buyer)
• Cancellation of the Request and a refund of the item price minus the shipping cost, return shipping cost and other expenses actually incurred (the items will be taken over by the Company; the service fee is not eligible for a refund)

(If items are confiscated or destroyed) If the items are confiscated or destroyed in the destination country because of circumstances attributable to the Buyer, they are not eligible for a refund, because the items do not come back to the Company.

(If there is a record of delivery) If the carrier's records confirm delivery to the delivery address but the items cannot be found, the Company will ask the carrier to investigate and will decide how to respond based on the results. If delivery to the specified delivery address is confirmed, the items are, in principle, not eligible for a refund, but we will consider each case individually in light of the circumstances.

If the cause cannot be determined, or if both the Company and the Buyer are responsible, we will discuss the matter with you individually in light of the circumstances.

If you choose international shipping, customs duties, import consumption tax and customs clearance fees in the importing country are, in principle, borne by the recipient. These amounts are not included in the amounts shown on the Service.

Some items, such as food, liquids, batteries and sprays, cannot be shipped internationally under laws and regulations or carriers' rules. Such items are accepted for in-person handover only.

• Conduct that violates laws and regulations or public order and morals
• Conduct that violates a store's terms of sale, such as requesting large-volume purchases for resale
• Trading in counterfeit or imitation goods
• Impersonating another user, or registering false information
• Transacting directly without going through the Service in order to avoid paying fees
• Using another user's personal information for any purpose other than the transaction
• Conduct that infringes the rights of the Company or third parties

If a user violates these Terms, the Company may temporarily suspend that user's use of the Service or delete their registration.

Suspension upon reaching the number of cancellations set out in Article 7 is carried out in accordance with the procedure in that Article. In this case, we will notify you by email.

If you do not recognize the reason for a suspension, or if there are special circumstances, please contact infor@spiderwaves.co.jp (hours: 10:00–18:00 Japan time, closed on weekends and Japanese public holidays). After reviewing the matter, we may lift the suspension.

If the Company causes damage to a user in connection with the provision of the Service, the Company will compensate for that damage. However, only where the damage is caused by the Company's minor negligence, the amount of compensation is limited to the amount the user paid to the Company for the transaction concerned.

The limit in the preceding paragraph does not apply where the damage is caused by the Company's willful misconduct or gross negligence. In that case, the Company will compensate for the damage in accordance with the law.

If a problem arises between a Buyer and a Partner in connection with the Service, the Company will act as the point of contact and deal with it. If the Buyer reports the problem to the Company, the Company will confirm the facts and take the necessary measures, such as providing a refund.

Users' personal information is handled in accordance with the separately established Privacy Policy.

The Company may change these Terms. The revised Terms take effect when they are posted on the Service.

However, if a change is disadvantageous to customers, we will announce the details of the change and its effective date on the Service at least two weeks before the effective date. If you continue to use the Service after the announcement, you will be deemed to have agreed to the change. If you do not agree, you may close your account by the effective date.

These Terms are governed by the laws of Japan. The Tokyo District Court shall have exclusive agreed jurisdiction as the court of first instance over any dispute arising in connection with the Service.