Refund & Dispute Policy
This policy applies to purchases and service payments made to Smooth Sailing Japan unless the applicable checkout, proposal, statement of work or payment provider presents transaction-specific terms that take precedence.
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.
Japan Entry Route Assessment
A cancellation request received before substantive research begins may be eligible for a refund. Once substantive research or preparation has begun, the fee is generally non-refundable except where required by applicable law or where Smooth Sailing Japan agrees otherwise.
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 multiple candidates, refund eligibility may be assessed separately for candidate reviews that have not yet begun.
Japan Market Development Team, Advisory and other ongoing services
Commercial terms, payment timing, cancellation rights and any refund treatment are defined in the applicable proposal, statement of work, invoice or written agreement. Fees covering work or service periods that have already begun are generally not refundable unless the applicable agreement or law provides otherwise.
Trade Show and route-specific execution projects
Execution projects may involve third-party bookings, contractors, exhibition fees, production, staffing, logistics or other commitments that can become non-cancellable. The applicable proposal or statement of work will define cancellation and payment terms. Amounts already committed to non-refundable third-party costs may not be recoverable.
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.