Optional Services

“Safety Guarantee Plus” Complete Terms & Conditions

<Multilingual Support> + <Home Appliance Repair Service> + <Initial Defect Warranty> + <Genuine Item Exchange Service>

Navibird, Inc. (hereinafter “the Company”) shall provide "Safety Guarantee Plus" (hereinafter "the Service") as a form of comprehensive after-sales support for customers registered on the international forwarding service (hereinafter "the Tenso JAPAN member") additionally provided by the Company, and the Service's terms & conditions of use shall be defined as those in this agreement.

Article 1: Definitions of Terms

  1. In these terms & conditions, the following respective terms shall be used to refer to each respective definition.
    1. “Member of the Service” - An individual who is member of Tenso JAPAN, has agreed to these terms & conditions and has applied for use of the Service and this usage has been acknowledged by the Company.
    2. “Service Fee” - The usage fee for the Service
    3. “Forwarded Item” - A new or unused item internationally forwarded by the Company after receiving an application from the Tenso JAPAN member.
    4. “Seller” - A company who are commercially registered as a corporation subject to the application of Japanese national law and whose presence can be confirmed by the issuance of a Certificate of Registered Matters.
    5. “Shipping Fees” - All transportation fees including international shipping fees, forwarding fees, domestic shipping fees, packaging fees and other expenses.
    6. “Home Appliance Repair Arrangement Service” - A service that assists with general procedure, from request to the repairer to the completion of the contract related to repair, should the repair of a home appliance owned by a member of the Service be necessary.
    7. “Initial Defect Warranty” - A service where, should an item forwarded by the Company (excluding food & drink items) be determined to have an initial defect as a result of the inspection of its condition, the Company repairs the item or replaces it with the same item.
    8. “Genuine Item Exchange Service” - A service where, should an original item of the manufacturer (genuine item) be ordered but a fake item pretending to be the original item be delivered instead, the Company provides multilingual support for the exchange request procedure with the seller.
    9. “Subscription Date” - The date a member of the Service subscribes to the Service.
    10. “Application Date” - The date displayed on the sending completion screen of the multilingual application form.
    11. “Reception Date” - The date an email notification is sent to the member when the contents of the multilingual application form have been checked and/or translation work has been completed.
    12. “Destination Arrival Date” - The date the forwarded item reaches the forwarding destination. (Not the date it is actually received by the member.)
    13. “Return Arrival Date” - The arrival date at the Company when a member of the Service sends a forwarded item back to the Company.
  2. Unless the circumstances are exceptional, the year/date/time used in the Service or related services shall be understood to be Japan Standard Time.

Article 2: Application for the Service

  1. The Tenso JAPAN member may be able to apply for usage of the Service.
  2. The Company shall accept a single usage application of the Service from the Tenso JAPAN member for each single forwarding fee payment made on Tenso JAPAN.

Article 3: Contents of the Service

  1. The Service is a service where the Company accepts various inquiries from members of the Service using the available inquiry form in a language of their own discretion from the languages of Japanese, English, Chinese (Traditional/Simplified) and Korean.
  2. Should the inquiry in the previous clause be duly received from a member of the Service, the Company shall send a reply to the member of the Service stating that the inquiry has been received. However, depending on the inquiry contents, should the Company need to perform translation work, the Company shall send a reply after this translation work has been completed.

Article 4: Scope of Application of the Service

  1. The Service is applicable for items purchased by members of the Service from sellers within Japan. Should verification using proof of purchase or a receipt created under the name of the seller not be possible, the item shall not be applicable for the Service.

Article 5: Service Configuration

  1. By performing the usage application procedure for each service listed below (hereinafter "the Related Services") which are separate from subscription to the Service, the member of the Service shall be able to use the Related Services after receiving approval from the Company.
    1. Home Appliance Repair Arrangement Service
    2. Initial Defect Warranty
    3. Genuine Item Exchange Service

Article 6: Home Appliance Repair Arrangement Service

  1. Should a contract related to repair be established with the member of the Service as a result of using the Home Appliance Repair Arrangement Service, all expenses that arise in relation to this contract shall be the response of the member of the Service.
  2. The Home Appliance Repair Arrangement Service can be used any number of times during the validity period of the Service.
  3. When using the Home Appliance Repair Arrangement Service, the member of the Service shall make one application for each single home appliance.
  4. Regardless of the preceding clause, should a member of the Service be entered into multiple usage contracts with the Company at the same time, the member may make an application relating to a number of home appliances with a single Home Appliance Repair Arrangement Service usage application.

Article 7: Initial Defect Warranty

  1. An initial defect is a failure that already exists in a forwarded item (excluding food & drink items) at the time of its arrival at the address notified to the Company by the member of the Service. Regardless of whether it happens before or after arrival, this does not include failure etc. caused by external factors. Furthermore, this does not include failures etc. that occur in the accessories of appliances that are not part of the main body, optional goods, etc.
  2. In regards to the Initial Defect Warranty provided by the Company, the member of the Service may not be able to give instruction in relation to the handling method implemented by the Company.
  3. If the cost needed to repair an initial defect or the cost for procuring an equivalent item exceeds the selling price of the forwarded item (the price of the forwarded item at the time of purchase by the member of the Service), the member shall be responsible for the extra costs.
  4. When using the Initial Defect Warranty, the member of the Service shall send the forwarded item to the address specified by the Company at their own expense. Furthermore, after the initial defect of a forwarded item has been repaired by the Company, or an equivalent item procured by the Company, the cost of sending the item back to the member of the Service shall be the responsibility of the member of the Service.
  5. Upon using the Initial Defect Warranty, at the time of sending the forwarded item to the Company, the member of the Service shall also include all of the following inside the package. However, this does not apply should the Company individually determine that an item is not required and you are informed of this fact.
    1. The main item or the complete accessory set where the initial defect was found.
    2. Repair service form (printed out)
    3. Manufacturer’s warranty (original document)
    4. Invoice or receipt issued by the seller in Japanese. (It is necessary to submit all original documentation for all forwarded items related to the same settlement.)
    5. A photo of the exterior packaging at the time the forwarded item was delivered (a photo taken on the application date)
    6. Other documents and photographs deemed necessary by the Company
  6. The Initial Defect Warranty can only be used for one item during the effective period of the Service.
  7. When a usage application for an Initial Defect Warranty is received from a member of the Service, the Company will perform a routine inspection and will send a notification email regarding the results of the inspection and future handling of the matter. Should the applicable conditions of the Initial Defect Warranty prescribed by the Company not be met, or should the usage application by the member of the Service be insufficient, the Company will refuse usage of the Initial Defect Warranty and will send the forwarded item back to the member of the Service at the expense of the member of the Service.

Article 8: Genuine Item Exchange Service

  1. Through use of the Genuine Item Exchange Service, the Company does not guarantee an exchange with a genuine item as a result of an exchange request.
  2. The Genuine Item Exchange Service can only be used for one item during the effective period of the Service.
  3. When a usage application for the Genuine Item Exchange Service is received from a member of the Service, the Company will perform a routine inspection and will send a notification email regarding the results of the inspection and future handling of the matter. Should the applicable conditions of the Genuine Item Exchange Service prescribed by the Company not be met, or should the usage application by the member of the Service be insufficient, the Company will refuse usage of the Genuine Item Exchange Service.

Article 9: Service Period

  1. The Service and/or the Related Services are available for 7 days counting from the subscription date. However, should the destination arrival date of the forwarded item be more than 7 days after the subscription date and the member of the Service be able to prove this using objective documentary evidence, the Service and/or the Related Services will be available on the destination arrival date only.
  2. Should the member of the service apply for usage of the Initial Defect Warranty and the forwarded item not arrive at the address prescribed by the Company within 14 days of the reception date, the usage application of the Initial Defect Warranty by the customer shall be cancelled.

Article 10: Service Membership Fees

  1. The service fees are stated in the appendix at the end of these terms & conditions. The member of the Service shall agree in advance regarding the Company being able to change the provisions of the service fees.
  2. Should excess costs occur when using the Service, these excess costs need to be settled before utilization of the service. Should 7 days have passed since the date of notification regarding excess cost payment and payment not be complete, the member's right for eligibility will expire.

Article 11: Service Usage Application

  1. When using the Service or the Related Services, the member of the Service shall fill in the required fields on one of our Company's designated application forms and apply for usage.
  2. When applying for usage application of the Service, the member of the Service shall inform the Company of their name, address, telephone number, email address and other items specified by the Company.
  3. In relation to the preceding clause, the Company may ask for the submission of official certification in order to be able to confirm a name and/or address.
  4. Should there be a change in information informed to the Company based on the second clause of this article, the member of the Service shall perform a notification of revision using the Company's prescribed method. Furthermore, should the official certification requested to the member of the Service by the Company based on the preceding clause be out of date, the Company may again ask for the submission of official certification.
  5. Should the member of the Service not submit a notification of revision in accordance with the preceding clause, the Company shall not be responsible for any damages incurred by the member of the Service that are caused by this. Furthermore, if the member of the Service fails to submit official certification in spite of being requested to submit it by the Company, they shall not be able to use the Service.

Article 12: Grounds for Exclusion from the Service

  1. Should even one of the following grounds listed below be applicable, the member of the Service will not be able to use the Service.
    1. Should the purchase price or seller of a forwarded item declared by a member be different from what is stated on the submitted invoice, receipt etc., or should the member not be able to submit invoices/receipts for all forwarding items related to the same settlement.
    2. Should evidence be found that the manufacturer's warranty or other submitted documents be misrepresented, rewritten, modified or altered etc.
    3. Should the procurement of a replacement within Japan not be possible, or should it be a made-to-order item.
    4. Should the repair of an item that cannot be repaired within Japan be requested.
    5. Should, at the time of product acquisition, it is suspected that it is a stolen item or obtained via illegal credit card use or fraud, or should the route of purchase not be proved.
    6. Should the item be obtained by purchase via auction or private transaction.
    7. Should it be a used item such as a second-hand or recycled product at the time of purchase. (Including display items.)
    8. Should the transportation of a repair request item no longer be possible within Japan or outside of Japan due to the enactment or declaration of a treaty or law, or due to a change in interpretation or business practices.
    9. Should the manufacturer refuse a repair request for an item used overseas, regardless of whether or not the repair is free of charge.
    10. Should the damage, fouling, modification etc. of a forwarded item happen after the forwarded item has been delivered to the member of the Service.
    11. Other cases where the Company should deem that provision of the Service be difficult or unsuitable.

Article 13: Grounds for Exclusion from the Related Services

  1. Should even one of the following grounds listed below be applicable, the member of the Service will not be able to use the Initial Defect Warranty service.
    1. Should a repair request be made outside of the Company or the Company's contractors.
    2. Should the defect of the forwarded item be due to the failure, breakdown or replacement of consumables specified by the manufacturer such as batteries, light bulbs and ink cartridges, or due to the use of unspecified consumables.
    3. Should the defect that occurs in the forwarded item be thought to be due to improper repair (repair other than that by the manufacturer or designated repairers), modification, expansion or addition.
    4. Should the notification for required items be insufficient at the time of application for the Initial Defect Warranty, or should it be found that the notification details contain falsehoods.
    5. Should the defect or failure of the forwarded item be caused by deliberate or accidental misuse or by inadequate handling (careless storage etc.)
    6. Should the defect that occurs in the forwarded item be thought to be mainly caused by installation or construction (poor installation etc.)
    7. Should the defect that occurs in the forwarded item be thought to be caused by an accident during transportation.
    8. Should the defect that occurs in the forwarded item be repairable via adjustment, maintenance, cleaning, recovery or the alteration of other settings without the need to replace parts.
    9. Should the defect that occurs in the forwarded item have no effect on item functionality and only have a minor impact when being used. (Including fouling or damage on the body, screen burn, defective pixels and reduction in luminance.)
    10. Should the defect that occurs in the forwarded item be due to deterioration over time such as wear, rust, mold, decay, degradation, discoloration and other similar reasons.
    11. Should the defect that occurs in the forwarded item arise due to the direct or indirect actions of an animal (including pets), whether predictable or not.
    12. Should the defect occur in the storage device (hard disc, SSD, memory card etc.) of a forwarded item. (Including the destruction or loss of data caused by such a problem).
    13. Should, at the time of repairing the defect of the forwarded item, the replacement of limited specification components or parts for a limited model etc. be required.
    14. Should the defect of the forwarded item be due to the failure or breakage of items other than the main body of the forwarded item such as accessory parts, peripheral equipment (including accessories that come with the main item, standard attachments etc.) and software.
    15. Should the Company determine that the member of the Service is using the Initial Defect Warranty for business purposes.
    16. Should the defect that occurs in the forwarded item be caused by a usage frequency that exceeds what is assumed to be normal or natural. (Use that exceeds the usage instructions/limits stated in the forwarded item instruction manual or disclaimer label attached to the main body.)
    17. Should the defect that occurs in the forwarded item be caused by an earthquake, tsunami, flood, storm surge, landslide, volcanic eruption, diastrophism, land subsidence, salt damage, gas damage or abnormal voltage.
    18. Should the defect that occurs in the forwarded item be caused by nuclear fuel material (including spent nuclear fuel), radioactive material, or the radiation, explosion or other harmful properties of items contaminated with it (including atomic fission products).
    19. Should the defect that occurs in the forwarded item be caused by war, civil unrest, rioting, conflicts or other such strife.
    20. Should a repair request be made for an item different from the one declared (including items with a different serial number).
    21. Should the defect that occurs in the forwarded item be caused by physical damage such as a fall, water or fire.
    22. Should there be a possibility that the member of the Service can receive reparation for repair costs through a guarantee or insurance outside of the Service.
  2. Should even one of the following grounds listed below be applicable, the member of the Service will not be able to use the Genuine Item Exchange Service.
    1. Should it not be provable that an original manufacturer product (genuine item) was ordered.
    2. Should the forwarded item be significantly below the market price.
    3. Should it be an erroneous order by the member of the Service or a wrong shipment by the seller.

Article 14: Expenses the Member of the Service is Responsible for

  1. When using the Service, the main expenses that the member of the Service is responsible for are as follows. (However, expenses are not limited to just these.)
    1. The predetermined service fees stated in Article 10, Clause 1 of these terms & conditions.
    2. Repair costs should repair at a fee be needed when using the Home Appliance Repair Arrangement Service.
    3. Excess costs that shall be the responsibility of the member of the Service when using the Initial Defect Warranty based on Article 7, Clause 3.
    4. Shipping fees etc. when transporting the forwarded item to the Company's specified address and when transporting a repaired/replacement item.
    5. Installation/removal costs for forwarded items (including construction work costs, material costs and miscellaneous expenses).
    6. Installation/removal costs incurred when a replacement item is provided (including construction work costs, material costs and miscellaneous expenses), and fees required for shipment and/or disposal of an appliance.
    7. All expenses (including shipping fees) should the Company be unable to reproduce the described defect or it is found to be a defect that is ineligible for the Service, and all expenses incurred should the member of the Service cancel their application for the Service or the Related Services at their own convenience.
    8. All customs duties, customs clearance fees and other handling fees incurred inside and outside of Japan should an item be certified as an import or export.

Article 15: Exemptions

  1. When the member of the Service uses the Service or the Related Services, the Company will not be responsible for the loss or leakage of data kept on the storage device of the item subject to the Service.
  2. When using the Related Services, should the mailing of the forwarded item or other items be necessary, the member of the Service shall make suitable mailing preparations that do not further worsen the condition of the failure such as using the box that said item was contained within at the time of purchase, fixing it inside packing material and packing using a sufficient amount of cushioning material. The Company assumes no responsibility for any damage incurred by the member of the Service due to such measures or actions not being properly carried out. Furthermore, should the Company determine that such measures or actions have not been properly carried out, the Company may refuse the use of the Service.
  3. The Company assumes no responsibility for any damage (indirect damage, special damage, compensation damage, death or injury caused by injury to the body etc.) other than direct damage resulting from the provision of the Service or the Related Services, whatever the circumstances.
  4. If direct damage occurs as a result of the provision of the Service or the Related Services, the Company shall assume that it is sufficient to compensate the member of the Service within the range of the paid service fee.
  5. The stipulations in clauses 1, 2 and 3 shall not apply in the case of willful or gross negligence by the Company.

Article 16: Termination of Service

  1. Should any of the situations specified below occur, the Service and/or the Related Services shall be terminated.
    1. Should the period of the Service specified in Article 9 expire.
    2. Should a replacement item be provided through application of the Initial Defect Warranty or Genuine Item Exchange Service.
    3. Should the member of the Service lose the forwarded item through theft or misplacement.
    4. Should the forwarded item be transferred or sold, whether free of charge or not, and no longer be in the possession of the member of the Service.
    5. Should the member of the Service violate these terms & conditions
    6. Should the member of the Service commit an act that interferes with the operation of the Service or Related Services.
    7. Should the member of the Service commit any other act that the Company deems inappropriate.

Article 17: Use & Provision of Personal Information

  1. The Company will use the personal information acquired from the member of the Service for the following purposes.
    1. To conclude the contract related to these terms & conditions, for maintenance of the contract and to execute various procedures required to perform the Service and the Related Services.
    2. To deal with inquiries from the member of the Service.
    3. For services incidental to the provision of the Service.
    4. For guidance on new items/services of the Company.
  2. In relation to the provision of the Service and Related Services, the Company may provide the personal information of the member of the Service to business contractors.
  3. In addition to the preceding two clauses, the Company may provide the personal information of the member of the Service to third parties in the following cases.
    1. Should it be based on law
    2. Should it be required for the protection of human life, the body or property.
    3. Should it be particularly needed in order to promote the improvement of public health or healthy development of children.
    4. Should it be required to cooperate in the carrying out of office work stipulated by the regulations of national institutions, local governments or those who have received the commission.
    5. Should it be deemed reasonably necessary for operation of the Service.

Article 18: Prohibited Acts

  1. The member of the Service must not engage in or appear to engage in any of the following acts.
    1. Using the Service or the Related Services for illegal purposes.
    2. Violating the Company’s or a third party’s trademark rights, intellectual property rights such as copyright, design rights and patent rights, as well as portrait rights, publicity rights or any other rights.
    3. Actions related to criminal offences such as fraud etc.
    4. Impersonating a third party when using the Service.
    5. The unauthorized use of facilities belonging to the Company or a third party or actions that interfere with the operation of such facilities.
    6. Violating laws, these terms & conditions, or public order and decency
    7. Actions that interfere with the operation of the Service or the Related Services.
    8. Using the Service or the Related Services for the purpose of acquiring one's own business profit.
    9. Other actions that the Company deem inappropriate.

Article 19: Forfeiture of Membership

  1. Should the member of the Service engage in or appear to engage any of the acts in the preceding article, the Company shall be able to terminate the membership of said member of the Service or take forfeiting procedures.
  2. Should membership be terminated or forfeited based on the preceding clause, the Company shall reject subsequent usage applications for the Service or the Related Services by said member of the Service, and at the same time shall handle already received applications as revoked applications and will not provide subsequent service.
  3. Should the membership of a member of the Service be terminated or forfeited after the Company has accepted delivery of a forwarded item or home appliance from said member of the Service, the Company shall be able to return or dispose of said forwarded item or home appliance at their own discretion.
  4. The member of the service shall bear all costs and damages that occur due to the termination or forfeiture of their own membership.

Article 20: Cancellations & Refunds

  1. The Company shall not perform refunds for service fees for any reason whatsoever. However, this does not apply should it not be possible to provide the Service in accordance with a failure of the international forwarding service.

Article 21: Governing Law

  1. The governing law related to these terms & conditions shall be Japanese law. Furthermore, in regards to these terms & conditions, should there be any differences in interpretation between the multiple language versions used, the Japanese version shall be given priority.

Article 21: Court of Jurisdiction

  1. Should a dispute arise in relation to these terms & conditions, the district court with jurisdiction over the area in which the Company's head office is located shall be the court of first instance with exclusive jurisdiction.

Date of Enactment 1st August 2016

Appendix <Service Fees>

Service Name Safety Guarantee Plus
Service Fee 1.5% of the total of the forwarded item retail price (JPY).
However, a flat rate of JPY 3000 if the total is below JPY 20,000.
Usage Fees for Related Services (Article 3, Clause 1 to Clause 3) Free

END

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