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Cancellation Policy 
Last updated: October 13, 2026

This Cancellation Policy applies to services provided by NEO – Japan Relocation & Settlement Support (“NEO,” “we,” “us,” or “our”).

Because our services are tailored to each client, cancellation and refund conditions may vary depending on the service, timing, work already carried out, and any external costs incurred.

Specific cancellation terms may also be stated in your quotation, invoice, proposal, or service agreement. Where specific terms are provided for your service, those terms will apply.

1. Before Payment

You may cancel your request at any time before payment is made and before a paid service agreement begins.

There is normally no cancellation charge at this stage.

Submitting an inquiry or Free Consultation & Quote request does not create a paid service agreement.

2. After Payment

If you wish to cancel after payment, please contact NEO as soon as possible.

Any refund will be considered based on the circumstances of the service, including:

  • Work already completed

  • Preparation or research already carried out

  • Work already in progress

  • Time already reserved for your service

  • Third-party or external costs already incurred

  • The remaining part of the agreed service

Depending on these factors, a full refund, partial refund, or no refund may apply.

The specific cancellation and refund conditions for your service may be stated in your quotation, invoice, proposal, or service agreement.

3. Work and Preparation

NEO's work may begin before a meeting, appointment, report, or other visible deliverable takes place.

Preparation may include reviewing information, researching options, comparing services, preparing recommendations, communicating with providers or professionals, arranging schedules, and other work connected with your request.

Such preparation may be taken into account when calculating any refund.

4. Third-Party and External Costs

Fees paid or committed to third parties are generally outside NEO's direct control.

These may include:

  • Professional or specialist fees

  • Government or application fees

  • Interpretation or translation fees

  • Transportation or travel expenses

  • Accommodation expenses

  • Provider fees

  • School-related fees

  • Delivery or courier charges

  • Other external costs related to your requested support

Refunds for these costs depend on the cancellation rules of the relevant third party.

NEO cannot guarantee a refund of third-party costs that have already been paid, reserved, or committed.

5. Changes to Your Schedule or Service

If your plans change, please contact us as early as possible.

Where practical, we may be able to:

  • Change the schedule

  • Adjust the support scope

  • Move the service to another date

  • Apply part of the payment to revised support

Whether a change is possible depends on availability, work already completed, third-party arrangements, and the nature of the service.

Additional fees may apply if the requested change requires additional work.

6. Appointments and In-Person Support

Cancellation or rescheduling conditions for appointments, meetings, interpretation, or in-person support may vary depending on the arrangement.

Travel costs, reserved time, transportation, accommodation, interpreter fees, or other costs already incurred may not be refundable.

Specific conditions will normally be confirmed before the service is arranged.

7. Cancellation by NEO

In rare circumstances, NEO may need to cancel or change a service because of circumstances such as illness, safety concerns, provider availability, transportation disruption, emergencies, or other circumstances that make the agreed service difficult or impossible to provide.

If NEO cancels a service that has not been provided, we will discuss an appropriate alternative, rescheduling, credit, or refund depending on the circumstances.

8. Services Provided by Third Parties

Some services may involve independent providers or licensed professionals.

Their cancellation and refund policies may be different from NEO's policy.

Where appropriate, we will inform you of relevant third-party conditions before arrangements are confirmed.

NEO is not responsible for cancellation charges imposed independently by third-party providers.

9. Refund Method

Where a refund is approved, it will normally be returned using a reasonable payment method agreed with the client.

Bank charges, international transfer fees, currency conversion costs, or other transaction costs may be deducted where applicable.

Processing time may vary depending on the payment method and financial institution.

10. Specific Terms for Your Service

Because NEO provides tailored support, specific cancellation conditions may be included in your:

  • Quotation

  • Invoice

  • Proposal

  • Service agreement

  • Other written confirmation

These may specify cancellation deadlines, non-refundable amounts, third-party costs, reserved time, or other conditions relevant to your service.

Where specific written cancellation terms have been agreed for your service, those terms will take priority over the general provisions of this Cancellation Policy, subject to applicable law.

11. Contact Us

If you need to cancel, reschedule, or change your service, please contact us through our Contact Form as soon as possible.

NEO
Japan Relocation & Settlement Support
Japan

Business operator information is available on our Disclosure under the Act on Specified Commercial Transactions page.

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