Refund & Dispute Policy
This policy applies to purchases made from Smooth Sailing Japan unless a checkout provider presents product-specific terms that take precedence for that transaction.
Japan Partner Second Opinion
- If Smooth Sailing Japan determines before substantive research begins that an engagement falls outside the standard scope, the affected payment will be refunded in full.
- A cancellation request received before substantive research begins may be refunded.
- Once substantive research has begun for a Japanese candidate, payment for that candidate is generally non-refundable, except where required by applicable law or where Smooth Sailing Japan agrees otherwise.
- For an engagement covering two or three candidates, refund eligibility may be assessed separately for candidate reviews that have not yet begun.
Guide + Toolkit
Because the Guide + Toolkit is a digital product made available after purchase, purchases are generally non-refundable once digital access has been provided, except where required by applicable law or where the checkout provider's applicable terms provide otherwise.
Payment issues and disputes
If you believe a payment was duplicated, incorrect or unauthorized, contact us first so we can investigate. Card disputes and bank-transfer corrections are also subject to the procedures of the relevant payment provider, card issuer or financial institution.
Contact
Please include the payer name, company name, payment date, amount, payment method and reason for the request. Do not email card numbers or banking credentials.