Refund Policy

Some services display their own refund policy on the service card before checkout. Where a service has its own published refund terms, those specific terms govern and take precedence over this page. This general policy applies to every other service — that is, any service that does not show a dedicated refund policy of its own.

If you cancel a service before we have begun work on it and before any third-party or government fees have been committed on your behalf, you are entitled to a full refund of the amount you paid for that service.

Once work has started, we may retain a reasonable amount reflecting the work already performed and any costs already committed, and we will refund the remainder. Where practical, we will explain the amount that is refundable before confirming the cancellation.

Government charges and fees paid to independent third-party providers (for example immigration, housing, banking, or tax fees) are generally non-refundable once they have been incurred or committed on your behalf, because we cannot recover them. Such amounts are passed through at cost and fall outside the refund we can offer.

We provide coordination and support services and do not guarantee any particular outcome — such as the grant of a visa, residence status, housing, or a financial product. A refund is not available simply because an authority or provider reaches a decision you did not want, as long as we have performed the service as described.

To request a refund, please contact us through our contact page with your name, the email used for the order, and the service concerned. We aim to acknowledge refund requests within a reasonable period and to keep you informed of the outcome.

Approved refunds are returned through our payment provider, Stripe, to the original payment method used for the order. The time it takes to appear on your statement depends on your bank or card issuer. Refunds are made in the original currency of the transaction (Japanese yen unless stated otherwise); we are not responsible for any difference caused by exchange-rate movements or bank fees.

Nothing in this policy limits any rights you may have under applicable law that cannot be waived, including under Japan's consumer-protection and specified-commercial-transactions rules.

We may update this Refund Policy from time to time. The current version is always posted on this page with its "Last updated" date. The policy in effect at the time of your purchase applies to that purchase.

Questions about refunds or a specific order? Please reach out to MuseLab Inc. through our contact page.