1. Service Description
The Carryless ("we", "us", "our") is a premium luggage delivery service operated by seed-comm Inc. We collect, transport, and deliver personal luggage between specified locations within Japan, primarily for inbound travelers.
By booking our service, you ("the Customer") agree to these Terms of Service.
2. Booking & Confirmation
- City Carry tier bookings are confirmed automatically upon successful credit card authorization.
- Outside Tokyo and Original (Custom Quote) bookings are quote-based. We will respond within 24 hours via WhatsApp with confirmed pricing. No charge will be made until you approve the quote.
- All times specified are in Japan Standard Time (JST).
3. Cancellation Policy
By the Customer
Service fees are charged in full at the time of booking. If the Customer cancels, refunds are calculated as follows, based on the time remaining before the scheduled pickup:
- More than 48 hours before pickup: 95.5% refund. A non-refundable 4.5% credit-card processing fee will be retained.
- 24 to 48 hours before pickup: 80% refund (20% cancellation fee retained, inclusive of credit-card processing fees).
- 6 to 24 hours before pickup: 50% refund (50% cancellation fee retained, inclusive of credit-card processing fees).
- Less than 6 hours before pickup: No refund (100% cancellation fee retained).
The 4.5% credit-card processing fee reflects the cost charged to us by our payment processor (Stripe), which is not refundable to us when we issue refunds. This fee always applies to customer-initiated cancellations regardless of timing tier, and is retained in full even where the cancellation tier provides for a "full" refund.
Cancellations must be submitted in writing via WhatsApp or email to remain valid. The timestamp of receipt by us determines which tier applies.
By Us
In the rare case we must cancel due to operational reasons (severe weather, force majeure, safety concerns, etc.), we will issue a full refund and assist with alternative arrangements where possible.
4. On-Time Guarantee
For City Carry tier deliveries, if we are more than 30 minutes late beyond the customer's selected delivery time window, the Customer is entitled to a 30% refund of the service fee. This guarantee does not apply when delays are caused by:
- Force majeure events (earthquake, typhoon, severe weather, public emergencies)
- Inaccurate or missing pickup/drop-off information from the Customer
- Hotel or facility access restrictions outside our control
- Customs or security inspections
5. Liability & Insurance Coverage
Standard Coverage (included)
Each bag is insured up to JPY 300,000 (approximately USD 2,000) against loss, theft, or damage occurring during our custody.
Premium Coverage (optional, +$40 per bag)
Increases coverage to JPY 2,000,000 (approximately USD 13,000) per bag. Required if your luggage contains items exceeding the standard coverage limit.
Items Excluded from Coverage
- Cash, securities, jewelry not declared as Premium Coverage items
- Perishable items, food, plants, animals
- Hazardous materials (lithium batteries above standard size, flammables)
- Items prohibited by Japanese law
- Pre-existing damage to luggage exteriors
- Normal wear and tear
- Items not declared at pickup
6. Customer Responsibilities
- Provide accurate pickup and drop-off information including times, locations, and contact details.
- Ensure WhatsApp is reachable for coordination throughout the service period.
- Be available (or designate a representative) to hand over luggage at pickup.
- Declare any high-value items, fragile items, or special handling requirements at booking.
- Comply with Japanese law regarding the items being transported.
7. Evidence System
For every delivery, we capture:
- Pickup Evidence: 360° video, 3 still photos, tamper-proof seal, AirTag, GPS timestamp
- Transit Evidence: Real-time GPS tracking with Customer-accessible app view
- Delivery Evidence: Receiver photo, drop-off location photo, digital signature
By using our service, you consent to this Evidence System for the purpose of service quality, claim verification, and fraud prevention.
8. Payment Terms
- Payments are processed in USD via Stripe.
- Credit cards are authorized at booking and charged after delivery for City Carry tier.
- For Outside Tokyo and Original tiers, payment is processed only after the Customer approves the custom quote.
- Payment method must be a major credit card (VISA, Mastercard, AMEX, JCB).
- All transaction fees, currency conversion costs, and applicable taxes are the Customer's responsibility unless otherwise specified.
9. Limitation of Liability
To the maximum extent permitted by Japanese law:
- Our total liability for any claim shall not exceed the insurance coverage applicable to the affected bag.
- We are not liable for indirect, consequential, incidental, or punitive damages including but not limited to lost business, missed flights, or inconvenience.
- Claims must be filed within 24 hours of delivery with supporting documentation; claims filed after this window may not be accepted.
10. Force Majeure
We are not liable for failure or delay in performing our obligations due to events beyond reasonable control, including but not limited to natural disasters, pandemic, government action, transport strikes, or critical infrastructure failures.
11. Privacy
Your personal information is handled per our Privacy Policy. We comply with the Act on the Protection of Personal Information (APPI) of Japan.
12. Governing Law & Dispute Resolution
These Terms are governed by the laws of Japan. Any dispute arising from this service shall be resolved in the Tokyo District Court as the court of first instance.
We encourage Customers to first contact us directly for any concerns — most issues are resolved within 24 hours via WhatsApp.
13. Modifications
We reserve the right to update these Terms at any time. Continued use of the service after changes are posted constitutes acceptance of the updated Terms. Material changes will be communicated to active Customers via WhatsApp or email.
14. Contact
For questions about these Terms, please contact us via the Contact form.