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Terms of Service

Version 2026-10-18-r6

These Terms of Service (the "Terms") set out the conditions of use of the services (the "Service") provided by Trouble Adviser (the "Company") on this website. Registered users (the "Users") shall use the Service in accordance with these Terms.

Article 1 (Application)

  1. These Terms apply to all relationships between the User and the Company relating to the use of the Service.
  2. In addition to these Terms, the Company may establish various provisions regarding the Service, such as rules for use (the "Individual Provisions"). Regardless of their names, the Individual Provisions form part of these Terms.
  3. If any provision of these Terms conflicts with any provision of the Individual Provisions referred to in the preceding paragraph, the provision of the Individual Provisions shall prevail unless the Individual Provisions specifically provide otherwise.

Article 2 (User Registration)

  1. For the Service, registration is completed when a person wishing to register agrees to these Terms, applies for user registration by the method prescribed by the Company, and the Company approves the application.
  2. If the Company determines that an applicant for user registration falls under any of the following, the Company may decline to approve the application, and shall have no obligation to disclose the reasons.
    • Where the applicant has provided false information in the application for user registration
    • Where the application is from a person who has previously violated these Terms
    • Where the Company otherwise determines that user registration is inappropriate

Article 3 (Management of User ID and Password)

  1. The User shall properly manage the User ID and password for the Service at the User's own responsibility.
  2. Under no circumstances may the User transfer or lend the User ID and password to a third party, or share them with a third party. If a login is made with a combination of User ID and password that matches the registered information, the Company shall deem the use to be by the User who registered that User ID.
  3. The Company shall bear no liability whatsoever for any damage arising from the use of a User ID and password by a third party, except where the Company has acted intentionally or with gross negligence.

Article 4 (Fees and Payment Method)

  1. As consideration for the paid portions of the Service, the User shall pay the usage fees separately determined by the Company and displayed on this website, by the method designated by the Company.
  2. If the User is late in paying the usage fees, the User shall pay delay damages at the rate of 14.6% per annum.

Article 5 (Prohibited Acts)

In using the Service, the User must not engage in any of the following acts:

Article 6 (Suspension of the Service, etc.)

  1. If the Company determines that any of the following applies, it may suspend or interrupt all or part of the Service without prior notice to the User.
    • When performing maintenance, inspection or updating of the computer systems related to the Service
    • When provision of the Service becomes difficult due to force majeure such as earthquake, lightning, fire, power outage or natural disaster
    • When computers or communication lines, etc. stop due to an accident
    • When the Company otherwise determines that provision of the Service is difficult
  2. The Company shall bear no liability whatsoever for any disadvantage or damage suffered by the User or a third party due to the suspension or interruption of the Service.

Article 7 (Restriction of Use and Cancellation of Registration)

  1. If the User falls under any of the following, the Company may, without prior notice, restrict the User's use of all or part of the Service, or cancel the User's registration.
    • Where the User has violated any provision of these Terms
    • Where it is found that there is a false statement in the registered information
    • Where there has been a default in payment obligations such as fees
    • Where there has been no response for a certain period to communications from the Company
    • Where the Service has not been used for a certain period since the last use
    • Where the Company otherwise determines that use of the Service is inappropriate
  2. The Company shall bear no liability whatsoever for any damage caused to the User by actions taken by the Company under this Article.

Article 8 (Withdrawal)

The User may withdraw from the Service by following the withdrawal procedure prescribed by the Company.

Article 9 (Disclaimer of Warranties and Exemption from Liability)

  1. The Company does not warrant, either expressly or impliedly, that the Service is free from factual or legal defects (including defects relating to safety, reliability, accuracy, completeness, effectiveness, fitness for a particular purpose or security, errors, bugs, and infringement of rights).
  2. The Company shall bear no liability whatsoever for any damage arising to the User from the Service, except where caused by the Company's intent or gross negligence. However, if the contract between the Company and the User relating to the Service (including these Terms) constitutes a consumer contract under the Consumer Contract Act, this exemption provision shall not apply.
  3. Even in the case provided for in the proviso of the preceding paragraph, the Company shall bear no liability whatsoever for damage arising from special circumstances (including cases where the Company or the User foresaw or could have foreseen the occurrence of the damage) among the damage arising to the User due to the Company's non-performance of obligations or tort caused by the Company's negligence (excluding gross negligence). In addition, compensation for damage arising to the User due to the Company's non-performance of obligations or tort caused by the Company's negligence (excluding gross negligence) shall be limited to the amount of the usage fees received from the User in the month in which the damage occurred.
  4. The Company bears no responsibility whatsoever for transactions, communications, disputes or the like arising between the User and other Users or third parties in relation to the Service.

Article 10 (Changes to the Service, etc.)

The Company may change, add to or discontinue the content of the Service with prior notice to the Users, and the Users shall consent to this.

Article 11 (Changes to the Terms)

  1. In the following cases, the Company may change these Terms without obtaining the individual consent of the Users.
    • Where the change to these Terms conforms to the general interests of the Users
    • Where the change to these Terms is not contrary to the purpose of the Service use contract and is reasonable in light of the necessity of the change, the appropriateness of the changed content and other circumstances relating to the change
  2. When changing these Terms under the preceding paragraph, the Company shall notify the Users in advance that the Terms will be changed, the content of the changed Terms, and the date on which the change takes effect.

Article 12 (Handling of Personal Information)

The Company shall appropriately handle personal information obtained through use of the Service in accordance with the Company's "Privacy Policy" (/privacy).

Article 13 (Notices and Communications)

Notices and communications between the User and the Company shall be made by the method prescribed by the Company. Unless the User has submitted a change notification in the manner separately prescribed by the Company, the Company shall deem the currently registered contact information to be valid and shall send notices and communications to it, and these shall be deemed to have reached the User at the time of dispatch.

Article 14 (Prohibition of Assignment of Rights and Obligations)

The User may not assign, or offer as security, the User's position under the usage contract or rights or obligations under these Terms to a third party without the prior written consent of the Company.

Article 15 (Governing Law and Jurisdiction)

  1. The laws of Japan shall govern the interpretation of these Terms.
  2. If a dispute arises in relation to the Service, the court having jurisdiction over the location of the Company's head office shall have exclusive agreed jurisdiction.

Individual Provisions: Scope of the Service

These Individual Provisions form part of these Terms pursuant to Article 1, paragraph 2.

  1. Nature of the Service. The Service is a chat-based support service that guides the User on what to do and whom to contact when the User encounters trouble while staying in Japan, during the support period the User has purchased.
  2. Not a travel agency. The Company is not a travel agency. The Company does not introduce, recommend, arrange, reserve, sell or act as an intermediary for travel services, including travel plans or itineraries, route or transport guidance (including guidance in the event of delays), accommodation, restaurants, tickets or tours. Requests of that kind are, in principle, outside the scope of the Service and the Company is unable to respond to them.
  3. No medical guidance. The Company is not a medical professional and, as a rule, does not give medical advice, guidance, diagnoses or judgments, because inaccurate information could harm the User. If the User raises a medical matter, the Company will only ask the User to consult an appropriate organization, such as a medical facility (and, in an emergency, to call 119).
  4. No legal guidance. The Company is not a legal professional and, as a rule, does not give legal advice, guidance or opinions, including opinions on whether an act is lawful or on rights, obligations or liability. If the User raises a legal matter, the Company will only ask the User to consult an appropriate organization, such as the police, a public consultation office or a qualified professional.
  5. Guidance only. The Service is limited to guidance and support. The Company does not resolve the User's trouble directly or act on the User's behalf — for example, by contacting third parties, searching for lost items, accompanying the User, or providing interpretation for the User's dealings with third parties. The User is responsible for the User's own decisions and actions.
  6. Not an emergency service. The Service is not an emergency service. In an emergency, the User must first call 110 (police) or 119 (ambulance / fire). Chat support is available from 9:00 to 21:00 Japan Standard Time during the support period, and an immediate reply is not guaranteed.
  7. Cancellation and refunds. Cancellation and refunds are governed by the Notice Based on the Act on Specified Commercial Transactions (/legal): if the User cancels before the support start time, the full amount paid is refunded and no cancellation fee is charged; and once the support period has started, the plan is non-refundable and the Company does not accept cancellations for the User's own reasons, even if days of the support period remain.
  8. Inquiries. Inquiries are handled on the website: each inquiry is a conversation thread that the User can view and reply to from the "Inquiries" page of the User's account, and that is closed when the User marks it as resolved (or when the Company closes it). The Company sends emails only to confirm receipt of an inquiry or to tell the User that a reply is waiting on the website. These emails are sent automatically from a personal mailbox; the Company does not answer replies sent to them, and will respond only on the website.
  9. Translation. Messages in the chat and in inquiry threads are translated using automated translation (including AI). Translations may contain errors or omissions, and the Company is not responsible for any misunderstanding arising from them to the extent permitted by law.

Company: Trouble Adviser