Terms of Use

These Terms of Use (hereinafter referred to as “these Terms”) set forth the conditions for use of the pet import/export support service “PetAirJPN” (hereinafter referred to as “the Service”) provided by PetAir Co., Ltd. (hereinafter referred to as “the Company”), as well as the rights and obligations between the Company and users. Any person using the Service (hereinafter referred to as the “User”) must agree to these Terms before using the Service. If you do not agree to these Terms, you may not use the Service.

Effective Date: January 1, 2025 / Last Revised: July 10, 2026

Article 1 (Purpose)

The purpose of these Terms of Service is to clearly define the conditions governing the use of this Service and the rights and obligations between the Company and the User. Users shall comply in good faith with the provisions of these Terms of Service when using this Service.

Article 2 (Definitions)

The definitions of the main terms used in these Terms and Conditions are as follows.

1. “User”: An individual or legal entity that has entered into a Service Agreement with the Company pursuant to Article 3.
2. "Service Use Agreement": An agreement regarding the use of the Service entered into between the Company and the User.
3. "Our Site": The website operated by our company (https://petair.jp/).
4. “Affiliated Administrative Scrivener”: An administrative scrivener or administrative scrivener firm with which our company has a business partnership, and which directly accepts assignments from users for procedures—such as NACCS applications—that, under the Administrative Scrivener Act, may only be performed by administrative scriveners as part of their professional practice.
5. "NACCS": The portion of the import/export and port-related information processing system operated by the Import/Export and Port-Related Information Processing Center Co., Ltd. that pertains to animal quarantine operations administered by the Animal Quarantine Service of the Ministry of Agriculture, Forestry and Fisheries (Animal Quarantine Operations NACCS).
6. "Power of Attorney": A document (including electronic records) in which a user authorizes an affiliated administrative scrivener to handle procedures such as NACCS applications.
7. “Fees for This Matter”: Regardless of their designation, the fees (including export preparation support fees) specified by the Company in a quotation or other document (including electronic records) as consideration for this Service.
8. "Antisocial forces, etc.": Organized crime groups, members of organized crime groups, associate members of organized crime groups, corporate extortionists, thugs posing as social activists, specialized intelligence-based violent groups, and other persons equivalent to these.
9. "Laws and Regulations": Laws, cabinet orders, ministerial ordinances, rules, ordinances, guidelines, court rulings, administrative dispositions, and other regulations that are legally binding.
10. "Personal Information": Information as defined in Article 2, Paragraph 1 of the Act on the Protection of Personal Information (hereinafter referred to as the "Personal Information Protection Act").

Article 3 (Application for the Service and Formation of the Contract)

1. Any person wishing to use this Service (hereinafter referred to as the “Service Applicant”) shall, after agreeing to the terms of these Terms of Service, enter the registration information specified by the Company into the Company’s designated application form (including the form on the Company’s official LINE account) and, concurrently, pay (settle) the applicable fee specified in Article 6, thereby applying to use the Service.
2. This Service Agreement shall be deemed to have been concluded upon our confirmation of the application and payment described in the preceding paragraph and our acceptance of the application.
3. If the applicant for this service is a corporation, the person submitting the application shall represent and warrant that he or she has the lawful authority to agree to these Terms and Conditions and submit the application on behalf of said corporation.
4. The Company may refuse to accept an application from a prospective user of this Service if any of the following applies, and shall not be obligated to disclose the reasons for such refusal: (1) If the registration information provided contains false statements, errors, or omissions　(2) If the applicant is, or has been in the past, a member of an antisocial group, or if we reasonably determine that the applicant is involved with such groups (3) If the applicant has previously been denied access to or had their access to our services revoked (4) If we reasonably determine that the purpose of using this Service is illegal or inappropriate　(5) If the applicant is a minor, a person under legal guardianship, a person under curatorship, or a person under assistance, and has not obtained the necessary consent from a legal representative or other appropriate party (6) In any other case where the Company reasonably determines that the application is inappropriate
5. If we do not accept the application, and if we have already received any payment, we will promptly refund the full amount to the user.

Article 4 (Provision of the Service and Relationship with Affiliated Administrative Scriveners)

1. Our company does not employ any individuals licensed as administrative scriveners, and in accordance with the Administrative Scrivener Act, we do not engage in the preparation and submission of documents to government agencies or other related procedures (hereinafter referred to as “statutory duties of administrative scriveners”)—activities that, under the Act, may only be performed by licensed administrative scriveners as a business.
2. Among the series of procedures included in this service, those involving applications to NACCS or other government agencies that fall under the statutory duties of administrative scriveners (hereinafter referred to as “NACCS Applications, etc.”) will be handled by affiliated administrative scriveners who have been directly retained by the user.
3. In accordance with the previous issue, the User shall issue a power of attorney to the affiliated administrative scrivener necessary for procedures such as NACCS applications, and the contractual relationship regarding such authorization shall be established directly between the User and the affiliated administrative scrivener. The Company shall not be a party to said power of attorney agreement and shall not bear any responsibility as an agent with respect to NACCS applications or similar matters.
4. This service is available for dogs and cats only. We do not currently provide services for other animals.
5. Our company handles all general administrative and operational tasks related to this service—excluding NACCS applications and similar matters—on behalf of users, based on their entrustment. Specifically, this includes providing guidance on veterinary procedures in accordance with the importing country’s requirements; providing guidance on and assistance with the procedures for obtaining various English-language certificates; collecting and organizing the information and documents necessary for NACCS applications and other procedures, and forwarding them to our partner administrative scriveners while coordinating communications; providing administrative support for scheduling export inspections with the Animal Quarantine Service and coordinating schedules; arranging local agents and assisting with communication with government agencies in the destination country (with the user’s consent); assisting with procedures to obtain import permits from the destination country; booking flights for pets (including cargo transport); and preparing the necessary documents and assisting with administrative procedures for import and export.
6. The Company may provide personal information and related materials received from users in the course of providing this Service to affiliated administrative scriveners to the extent necessary for the execution of NACCS applications and other related procedures, and users hereby agree to this in advance. The handling of personal information by affiliated administrative scriveners shall be governed by the Administrative Scrivener Act, the Act on the Protection of Personal Information, other relevant laws and regulations, and the rules established by the affiliated administrative scriveners.

Article 5 (Matters Not Covered by the Service and User Responsibilities)

1. The following tasks and procedures are not covered by this service, and users are responsible for handling them on their own: (1) Veterinary procedures at an animal hospital (microchip implantation, various vaccinations, health checkups, blood draws for antibody testing, etc.)　(2) Bringing the pet to the airport on the day of departure or in advance (3) Obtaining various certificates issued by veterinary clinics (4) Exchanging powers of attorney with our affiliated administrative scriveners and cooperating with identity verification procedures
2. The following matters shall be handled at the user’s own responsibility and expense: (1) Managing the pet’s health and responding to accidents or other incidents; (2) Preparing for transport and gathering the necessary documents based on instructions from the Company or its affiliated administrative scrivener; (3) Receiving the pet upon arrival at the destination and handling customs clearance and other related procedures　(4) Preparing a crate and related items suitable for the pet’s transport, and taking measures to ensure the pet does not cause harm to third parties
3. Users shall provide the Company and its affiliated administrative scriveners with accurate and up-to-date information regarding their pet’s health condition, vaccination history, travel plans, and any other information necessary for the performance of this Service. Users shall be responsible for any disadvantages, damages, or additional costs arising from errors, omissions, or delays in the information provided.
4. If a user fails to comply with the guidance or requests of the Company or its affiliated administrative scriveners, or fails to take appropriate action, the Company may suspend or discontinue the provision of this Service, and the affiliated administrative scriveners may also suspend the performance of the work they have been retained to perform.
5. The user shall be responsible for any damages or additional costs arising from the user’s failure to fulfill the obligations set forth in this section.
6. While we will provide the information and advice necessary for the performance of this service as needed, this does not exempt users from their obligations or responsibilities.

Article 6 (Fees and Related Expenses)

1. When applying for the Service pursuant to Article 3, the User shall pay the applicable fees, as set forth by the Company in a quotation or similar document, in a single lump-sum payment in advance.
2. Payment shall be made by bank transfer to our designated account, credit card payment (Square), or other methods specified by us.
3. When an affiliated administrative scrivener is retained to handle NACCS applications or similar matters, the administrative scrivener’s fees are, in principle, included in the breakdown of the service fee for this matter, and our company will pay them to the affiliated administrative scrivener on behalf of the user. We will clearly indicate the portion pertaining to the administrative scrivener’s fees on the invoice. However, if separate fees or actual expenses arise due to the nature of the case, the need for additional documents, an increase in the number of applications, or other factors, we will notify the user in advance and issue a separate invoice.
4. The user is responsible for any costs not included in this service, such as veterinary clinic fees, import permit application fees, pet airfare, local quarantine fees, customs duties and airport storage fees, local agent fees, and other related expenses.
5. We may revise the amount of this fee due to fluctuations in exchange rates, tax law amendments, or other unavoidable circumstances. The revised fee shall apply to Service Agreements entered into after the revision; fees under Service Agreements already in effect will not be changed retroactively.

Article 7 (Cancellation and Refunds)

1. Users may terminate this Service Agreement with future effect (hereinafter referred to as “cancellation”) by notifying the Company in the manner prescribed by the Company.
2. If a user cancels after the Service Agreement has been concluded for reasons attributable to the user, as a general rule, we will not refund any fees we have already received. This service involves work that begins immediately upon the conclusion of the contract—such as designing individual travel plans, assessing requirements, and coordinating with relevant parties—and the provisions of this section are based on the operational efforts and expenses incurred by our company as a result.
3. Veterinary fees, testing fees, application fees, airfare, and other actual expenses that have already been incurred or are certain to be incurred are also not eligible for refunds.
4. Notwithstanding the provisions of the preceding two items, if a user qualifies as a “consumer” as defined in Article 2, Paragraph 1 of the Consumer Contract Act, and the amount that we determine not to refund pursuant to the preceding two items exceeds the amount of average damages as defined in Article 9, Paragraph 1, Item 1 of said Act, we shall refund the amount corresponding to such excess.
5. If there is a change to your scheduled travel date, we will do our best to accommodate the new dates, but additional fees may apply.
6. If we are unable to provide this Service due to reasons attributable to us, we will refund any fees already received, notwithstanding the preceding provisions.
7. If the provision of this Service becomes impossible due to a natural disaster or other circumstances not attributable to either the Company or the User, the Company will consult in good faith with the User regarding the handling of the fees pertaining to the portion of the Service that was not provided.
8. In the event that it becomes impossible to process a NACCS application or similar procedures due to reasons attributable to the affiliated administrative scrivener, any refunds or other liabilities shall be resolved between the user and the affiliated administrative scrivener, and the Company shall bear no responsibility. However, the Company will cooperate to the extent reasonable to facilitate a resolution.

Article 8 (Disclaimer of Warranty)

1. This service is intended to assist with the preparation of export and import procedures. We make no guarantees regarding the following matters and shall not be liable for them, except in cases where the cause is attributable to us: (1) Delays, cancellations, or accidents involving air flights; injuries, illness, or death of pets during transport; and various expenses incurred due to changes in the departure date　(2) The user’s departure or transportation proceeding as scheduled; (3) Refusal of transportation by the airline or relevant authorities due to the pet’s physical condition or other reasons; (4) The acceptance or rejection of NACCS applications, the granting or denial of permits, the number of days required for review, the need for corrections, and other outcomes arising from the application process;　(5) Impacts resulting from changes in the laws, regulations, or operational practices of the destination country (6) Delays or non-performance resulting from natural disasters, war, terrorism, strikes, administrative orders, or other force majeure events
2. We do not guarantee that this service will satisfy all legal requirements related to the import and export of pets. Final decisions regarding quarantine, entry approval, and other matters are made by the relevant authorities, and we have no influence over these decisions.

Article 9 (Division of Liability and Damages)

1. The Company shall be liable to compensate Users for any damages caused in connection with this Service or these Terms of Service due to causes attributable to the Company.
2. In the case described in the preceding paragraph, except where the Company has acted with intent or gross negligence, the scope of the Company’s liability shall be limited to the ordinary and direct damages actually incurred by the user, and the total amount of such liability shall not exceed the total amount of fees paid by such user to the Company.
3. Except in cases of willful misconduct or gross negligence on our part, we shall not be liable for special damages, indirect damages, lost profits, emotional distress, or any other similar damages, regardless of whether such damages were foreseeable.
4. If an affiliated administrative scrivener causes damage to a user in connection with the services for which they have been retained (such as NACCS applications), the affiliated administrative scrivener shall bear liability for such damage in accordance with the retainer agreement with the user, the Administrative Scrivener Act, and related laws and regulations; the Company shall not be liable.
5. If a user causes damage to the Company or a partner administrative scrivener in connection with the use of this Service due to reasons attributable to the user, the user shall be liable to compensate for such damage.
6. The provisions of these Terms and Conditions regarding disclaimers or limitations of liability shall not apply to the extent that their validity is negated by the Consumer Contract Act or other laws and regulations. Even in such cases, however, such provisions shall remain in effect to the fullest extent permitted by law.

Article 10 (Handling of Personal Information)

1. We will handle users’ personal information obtained in connection with the provision of this service in accordance with ourPrivacy PolicyWe will handle such information appropriately in accordance with the Personal Information Protection Act and other applicable laws and regulations.
2. Pursuant to Article 4, the Company will provide users’ personal information and related materials to affiliated administrative scriveners to the extent necessary for the processing of NACCS applications and other related matters. By agreeing to these Terms of Service, users are deemed to have consented in advance to such disclosure.
3. If it is necessary to provide personal information to government agencies, quarantine authorities, local agents, or other entities in the host country (including third parties located abroad) in order to provide this service, we will do so to the extent necessary, after obtaining the user’s consent, in accordance with Article 28 of the Act on the Protection of Personal Information and other applicable laws and regulations.
4. In addition to the two preceding items, we will not provide personal information to third parties without the user’s consent, except in cases where such disclosure is required by law, where it is necessary to protect human life, physical safety, or property and it is difficult to obtain the individual’s consent, or in other cases specified in each item of Article 27, Paragraph 1 of the Personal Information Protection Act.

Article 11 (Notices and Communications)

1. Notices or communications from the Company to users will be sent via LINE, email, postings on the Company’s website, or any other method the Company deems appropriate.
2. If we send a notice or communication to the contact information included in a user’s registration details, such notice or communication shall be deemed to have been received by the user at the time it would normally have been delivered.
3. Users shall promptly notify the Company of any changes to their registration information (including contact information) using the method specified by the Company. The Company shall not be liable for any disadvantages incurred by the user as a result of failing to provide such notification.

Article 12 (Exclusion of Antisocial Forces)

1. The Company and the User represent and warrant that they do not fall under the category of antisocial forces, etc., and that they will not do so in the future.
2. The Company and its users warrant that they will not, either directly or through a third party, engage in violent demands, unreasonable demands exceeding legal liability, threatening words or actions or the use of violence, acts of defamation or obstruction of business through fraud or coercion, or any other acts of a similar nature.
3. If either the Company or the User violates this Article, the other party may immediately terminate this Service Agreement without prior notice. The party that terminates the Agreement pursuant to this Article shall not be liable for any damages incurred by the other party as a result of such termination, and may claim compensation from the party in breach for any damages it has incurred as a result of such termination.

Article 13 (Interruption or Suspension of the Service)

1. The Company may suspend or discontinue all or part of this Service without prior notice in any of the following cases: (1) When performing periodic or emergency system maintenance, inspections, repairs, or modifications; (2) When the operation of this Service becomes difficult due to fire, power outages, natural disasters, war, civil unrest, terrorism, strikes, or other force majeure events; (3) When a user violates these Terms of Service and fails to comply with our request for corrective action.
2. We will provide advance notice of any interruptions or suspensions whenever possible; if advance notice is not possible due to an emergency or unavoidable circumstances, we will promptly notify you afterward of the reason and the expected timeline for restoration.
3. The Company shall not be liable for any damages incurred by users as a result of the interruption or suspension of the Service pursuant to this Article, except in cases of willful misconduct or gross negligence on the part of the Company.

Article 14 (Termination of the Contract)

1. The Company may terminate this Service Agreement after issuing a notice and setting a reasonable period if the User falls under any of the following categories. However, if the violation is, by its nature, impossible to remedy, or in cases of urgent necessity, the Company may terminate the Agreement immediately without prior notice. (1) If the User violates these Terms and fails to remedy the violation within a reasonable period after receiving a request for correction from us; (2) If there are material misrepresentations in the registration information or in the information or materials provided; (3) If the User delays payment of the applicable fees or other payment obligations;　(4) When there is no response to communication from the Company for a reasonable period of time, making it difficult to perform the Service; (5) When there is a violation of Article 12 (Exclusion of Antisocial Forces); (6) When there are other reasonable grounds to determine that the relationship of trust between the Company and the User has been destroyed
2. In the event that this Service Agreement is terminated pursuant to the preceding section, the handling of any fees and actual expenses already received shall be governed by Article 7 (Cancellation and Refunds), which shall apply mutatis mutandis.
3. If this Service Agreement is terminated for reasons attributable to us, we will refund any fees we have already received.

Article 15 (Assignment of Rights and Obligations, etc.)

1. Users may not assign, transfer, pledge as collateral, or otherwise dispose of their status under this Service Use Agreement or their rights and obligations under these Terms to a third party without the Company’s prior written consent.
2. In the event that the Company transfers all or part of the business related to this Service to a third party (regardless of the form, such as a business transfer, corporate spin-off, or otherwise) , in connection with such transfer, we may transfer the status under the Service Usage Agreement, the rights and obligations under these Terms of Service, and the User’s registration information and other information to the transferee or other relevant party, and the User hereby agrees in advance to such transfer.

Article 16 (Amendments to These Terms and Conditions)

1. We may amend these Terms in any of the following cases: (1) When the amendment to these Terms is in the general interest of users; (2) When the amendment to these Terms does not conflict with the purpose of the agreement and is reasonable in light of the necessity of the amendment, the appropriateness of the amended content, and other circumstances related to the amendment.
2. If we amend these Terms based on the preceding section, we will notify users of the content of the amended Terms and the effective date by posting them on our website, sending an email to users, or by other reasonable means, at least 30 days prior to the effective date. If a user continues to use the Service on or after the effective date, the user shall be deemed to have agreed to such amendments.
3. In addition to the cases specified in the preceding two paragraphs, the Company may amend these Terms and Conditions upon obtaining the individual consent of each user.

Article 17 (Survival Clause)

Even if this Service Agreement is terminated, the provisions of Article 5, Articles 7 through 10, Article 15, and Articles 17 through 20 shall remain in full force and effect.

Article 18 (Severability)

Even if any provision or part of a provision of these Terms is deemed invalid or unenforceable under applicable laws or regulations, the remaining provisions and parts thereof shall remain in full force and effect.

Article 19 (Consultation)

In the event of any matter not provided for in these Terms or any dispute regarding the interpretation of these Terms, the Company and the User shall consult in good faith and endeavor to reach an amicable resolution.

Article 20 (Governing Law and Jurisdiction)

These Terms and the Service Agreement shall be governed by and construed in accordance with the laws of Japan. In the event of any dispute arising between the Company and the User in connection with the Service, the Tokyo District Court or the Tokyo Summary Court shall have exclusive agreed jurisdiction as the court of first instance, depending on the amount in dispute.