Terms of Service

利用規約

Last updated: [DATE — to be filled before launch]

These Terms of Service ("Terms") govern your use of the kikoemi service ("Service") operated by 株式会社ゼリオン (trade name: kikoemi) ("Company", "we", "us"). By using the Service, you agree to these Terms.

Article 1. Definitions

• 1.1 "Service" means the on-demand human concierge, translation, and communication assistance service operated by the Company via messaging applications and phone/video calls.
• 1.2 "User" means any individual who uses the Service.
• 1.3 "Operator" means a bilingual staff member who performs the Service on the User's behalf.
• 1.4 "Request" means a specific task a User asks the Company to perform.

Article 2. Scope of service

• 2.1 The Company provides assistance including but not limited to: making phone calls on the User's behalf, joining video calls to provide real-time translation, making reservations, and explaining local customs and procedures in Japan.
• 2.2 The Service does NOT include: (a) legal advice; (b) medical diagnosis or advice; (c) financial or investment advice; (d) tax filing or advice; (e) real estate brokerage; (f) any service that requires professional licensure under Japanese law.
• 2.3 We will translate or relay information accurately, but we do not provide professional opinions on the content of what is being communicated.
• 2.4 Service availability is subject to operator capacity and operating hours stated on our website. We may decline requests when at capacity, and will communicate this promptly to the User.
• 2.5 If the third party the User asks us to contact cannot be reached despite reasonable attempts, we will inform the User and offer options including continued attempts, contacting an alternative party, or a refund. Time spent on unsuccessful attempts is not charged to the User.

Article 3. Service agreement formation

• 3.1 A service agreement is formed when: (a) the User submits a Request via a messaging app; (b) the Company provides a quote; (c) the User accepts the quote; and (d) payment is confirmed via Stripe.
• 3.2 The Company reserves the right to decline any Request at its sole discretion, including Requests that fall under Article 6 (Prohibited Uses).

Article 4. Pricing and payment

• 4.1 Prices are quoted individually for each Request based on urgency, complexity, and estimated time. Representative pricing examples (typically between ¥1,500 and ¥40,000 per service) are shown on our website but are not binding — the quote provided for your specific Request is the binding price.
• 4.2 Payment is processed by Stripe, Inc. The Company does not receive or store credit card information.
• 4.3 The quoted price is final upon acceptance. If the Service takes longer than expected due to factors outside the User's control, we do not charge additional fees unless agreed in advance.
• 4.4 If the scope of the Request materially changes after acceptance, we may issue a revised quote which requires your approval before continuing.

Article 5. Cancellation and refunds

• 5.1 Cancellations before the Service begins: contact us immediately. We will issue a full or partial refund at our discretion.
• 5.2 Cancellations after the Service has begun: refunds are not available, as operator time has been committed.
• 5.3 If we fail to deliver the Service as quoted, we will provide a refund or re-performance after consultation with you.
• 5.4 Refunds, where issued, are processed via Stripe and may take 5–10 business days to appear in your account.

Article 6. Prohibited uses

You agree not to use the Service for any of the following:

• Harassment, threats, or abusive contact directed at any individual or business.
• Fraudulent reservations, bookings made under false names, or any deceptive practice.
• Impersonation of another individual or legal entity for illegal purposes.
• Any activity that violates Japanese law or the law of the User's own country.
• Circumventing any third party's terms of service.
• Collecting personal information about third parties beyond what is necessary for the Request.
• Any activity connected to organized crime (暴力団) or anti-social forces (反社会的勢力).

Violation of this Article entitles the Company to immediately terminate the Service, retain any fees paid, and report the User to relevant authorities.

Article 7. Call recording

• 7.1 We do not record phone or video calls by default.
• 7.2 We record calls only when the User explicitly requests a recording. In such cases, the Operator will inform the other party at the start of the call that the call is being recorded.
• 7.3 Recordings are retained for 30 days by default and then deleted. Users may request a longer retention period.
• 7.4 Users may not use recordings for any unlawful purpose, including but not limited to harassment or extortion.

Article 8. User obligations

• 8.1 The User must provide accurate and complete information when submitting a Request. We are not liable for Service failures caused by inaccurate User-provided information.
• 8.2 The User represents that they have the legal right to share any third-party information provided to us in the course of a Request.
• 8.3 The User must be at least 18 years of age, or use the Service under the supervision of a parent or legal guardian.

Article 9. Limitation of liability

• 9.1 We provide the Service with reasonable care and professional skill. However, we cannot guarantee specific outcomes (e.g., that a reservation will be accepted, that a dispute will be resolved in your favor).
• 9.2 To the maximum extent permitted by law, the Company's total liability to any User for any single Request shall not exceed the amount paid by the User for that Request.
• 9.3 We are not liable for indirect, incidental, or consequential damages, except in cases of willful misconduct or gross negligence.
• 9.4 The limitations in this Article do not apply where prohibited by Japanese consumer protection law (消費者契約法).

Article 10. Intellectual property

• 10.1 All content on our website, including text, graphics, logos, and software, is owned by the Company or licensed to the Company, and protected by copyright and trademark law.
• 10.2 You may not copy, modify, distribute, or create derivative works of our content without express written permission.

Article 11. Suspension and termination

• 11.1 We may suspend or terminate a User's access to the Service at any time, with or without notice, if the User violates these Terms or engages in conduct harmful to the Service or other users.
• 11.2 The User may stop using the Service at any time. Fees paid for services already rendered or in progress are non-refundable except as stated in Article 5.

Article 12. Changes to these Terms

• 12.1 We may amend these Terms. Material changes will be announced on our website at least 14 days before taking effect.
• 12.2 Continued use of the Service after the effective date of amendments constitutes acceptance of the updated Terms.

Article 13. Governing law and jurisdiction

• 13.1 These Terms are governed by the laws of Japan.
• 13.2 Any dispute arising from or related to the Service or these Terms shall be subject to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.

Article 14. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

Article 15. Language

These Terms are provided in English and Japanese. In the event of any discrepancy between language versions, the Japanese version shall prevail.

Article 16. Contact

株式会社ゼリオン (trade name: kikoemi)
Tomi-cho 2-18-20, Kita-ku, Okayama City, Okayama 700-0816, Japan
Email: kei@zerion-jp.com