Cancellation Policy

This policy applies to all bookings made through the service.

A booking is formed when the customer requests it, the therapist accepts and payment is completed.

Unconfirmed requests expire at the acceptance or payment deadline displayed on the booking screen. Withdrawing or expiring an unpaid request incurs no cancellation fee. When a payment result is uncertain, processing is held until reconciliation to prevent duplicate charges or incorrect cancellation.

This article applies to paid bookings. Unpaid requests may be withdrawn or expire without charge under Article 2.

Cancellation is free until 24 hours before the scheduled start. Within 24 hours, before the scheduled start and customer start confirmation, the customer may request free cancellation in booking details. Therapist agreement cancels with a full refund. Refusal or silence alone does not establish fees or non-refund.

For customer cancellations within 24 hours, the fee is capped at 100% of the booking price and at the amount permitted by applicable law, including Japan’s Consumer Contract Act. We do not charge more than average loss and explain the basis on request.

Refunds equal the amount paid minus any lawful cancellation fee, subject to Article 4 and statutory rights concerning non-provision or safety issues.

Ending a service early for the customer’s convenience is generally non-refundable. This does not exclude rights to cancellation or refund under applicable law, including non-performance, non-conforming services, safety issues or circumstances attributable to the Company or therapist.

We assess a possible customer no-show using both parties’ accounts, contact history and arrival records, not GPS alone.

Fees and refunds for a customer-attributable no-show follow Article 3 and legal limits. Therapist non-arrival or erroneous records are not customer no-shows.

Members may object under Article 12.

1. Where a booking cannot be carried out for reasons attributable to the therapist, we refund the booking fee already paid to the customer.

2. Where a therapist repeatedly cancels, we may restrict their use of the service or take any other measure we consider necessary.

When the customer requests free cancellation in booking details and the therapist accepts, the booking is canceled and full-refund processing begins without individual operator approval.

The booking remains active during consultation, with completion on hold. If unanswered by the scheduled start or unresolved, check messages and report an issue or contact support. We review records and explain decisions for disputes, suspected fraud or refund-processing problems. Statutory refund obligations remain unaffected.

We process refunds through payment providers; do not settle directly between members.

Where a refund arises, it is made using the method prescribed by us or by the payment provider.

The timing of a refund depends on processing by the payment provider or financial institution.

1. A gift (tip) is a voluntary payment by the customer.

2. Once a gift has been paid, it cannot be cancelled or refunded, except where required by law or where we consider it necessary.

We may withhold a refund or the processing of proceeds in the following cases:

(1) While a report is under investigation

(2) While suspected fraudulent use is under investigation

(3) While a chargeback is being handled

(4) While a suspected breach of the terms is under investigation

(5) In any other case we consider necessary

Where a booking cannot be carried out due to a natural disaster, disaster, infectious disease, suspension of transport, communication failure or any other cause beyond our reasonable control, we decide how to respond taking the individual circumstances into account.

The Company reviews the parties’ explanations and records and explains its cancellation, refund and no-show decisions. Members may raise objections. This policy does not restrict access to courts or other dispute resolution procedures or statutory rights.

This policy takes effect on the date of enactment.