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Terms of Service
Last updated: October 13, 2026

These Terms of Service (“Terms”) apply to services provided under the name NEO – Japan Relocation & Settlement Support (“NEO,” “we,” “us,” or “our”).

By requesting, purchasing, or using our services, you agree to these Terms.

1. Our Services

NEO provides planning, comparison, coordination, and practical support for people moving to, living in, or setting up a business in Japan.

Our services may include:

  • Relocation and settlement planning

  • Home and area comparison

  • School and family-related support

  • Daily-life setup support

  • Provider and service comparison

  • Business landing support

  • Communication and coordination with third parties

  • Online planning and consultation

  • In-person support when separately arranged

  • Other focused support agreed with you in advance

The exact services we provide depend on your needs and the agreed scope of work.

2. Free Consultation & Quote

Submitting an inquiry or using our Free Consultation & Quote service does not create a service contract.

We will first review your information and may contact you by email or suggest a short online call if necessary.

A service agreement becomes effective after the service scope and fees have been agreed and NEO has confirmed receipt of the required payment, unless otherwise agreed in writing.

3. Service Scope

Before paid services begin, we will explain the agreed scope of support.

The scope may be confirmed through a quotation, proposal, email, invoice, or other written communication.

Services outside the agreed scope may require:

  • Additional fees

  • A revised quotation

  • Additional time

  • Support from a third-party provider or licensed professional

We will normally explain additional costs before carrying out additional paid work.

4. Fees and Payment

Fees depend on the service plan, required support, complexity, location, and scope of work.

Some services have a fixed price, while others are shown as “From” prices because the final cost depends on the support required.

The final service fee will be confirmed before paid work begins.
Payment methods, payment deadlines, deposits, installment arrangements, and other payment conditions may be stated separately in your quotation, invoice, or service agreement.
Unless otherwise stated, all prices shown by NEO include Japanese consumption tax.

5. Third-Party and External Costs

Unless clearly stated otherwise, NEO service fees do not include third-party costs.

These may include:

  • Professional fees

  • Government fees

  • Application fees

  • Translation or interpretation fees

  • Transportation

  • Accommodation

  • Delivery or courier charges

  • Provider fees

  • School-related fees

  • Property-related fees

  • Other external costs

We will explain known external costs when reasonably possible, but third-party prices may change independently of NEO.

6. Licensed Professionals

Some matters in Japan must be handled by licensed or qualified professionals.

These may include legal, immigration, tax, accounting, real estate, registration, or other regulated services.

NEO may help you:

  • Understand what type of specialist may be needed

  • Identify or introduce appropriate professionals

  • Prepare for communication or meetings

  • Coordinate the overall process

NEO does not provide regulated professional services unless legally authorized to do so.

Any professional engaged for your case may operate independently under their own terms, fees, and professional responsibilities.

7. Third-Party Providers

NEO may introduce, compare, communicate with, or coordinate with third-party businesses and service providers.

Examples may include:

  • Housing providers

  • Schools

  • Internet and mobile providers

  • Banks or financial institutions

  • Moving companies

  • Insurance providers

  • Healthcare providers

  • Business service providers

The final decision to use a third-party provider remains yours.

NEO is not responsible for the independent actions, services, pricing, availability, decisions, or performance of third-party providers, except where responsibility cannot legally be excluded.

8. Your Responsibilities

To provide effective support, we may need accurate and timely information from you.

You are responsible for:

  • Providing accurate information

  • Informing us of important changes

  • Reviewing documents and recommendations carefully

  • Making final personal, financial, housing, school, business, or contractual decisions

  • Meeting deadlines that depend on your action

  • Providing documents requested for your support

  • Complying with applicable laws and third-party requirements

Delays or additional work caused by incomplete, inaccurate, or late information may affect the schedule or cost.

9. Decisions and Results

NEO helps you understand, compare, plan, and coordinate your options.

However, we cannot guarantee:

  • Approval of visas, applications, accounts, contracts, or registrations

  • Acceptance by a landlord, school, bank, provider, or government authority

  • Availability of a particular property, school, service, or provider

  • Specific financial savings

  • Specific business results

  • A specific completion date when third parties are involved

Final decisions made by government authorities, licensed professionals, providers, landlords, schools, banks, and other third parties are outside NEO’s control.

10. Information We Provide

We aim to provide practical and accurate information based on the information available at the time.

However, rules, prices, availability, procedures, and third-party conditions in Japan may change.

Information provided by NEO should not be treated as legal, immigration, tax, accounting, medical, investment, or other regulated professional advice.

Where specialist advice is needed, we may recommend that you consult an appropriate professional.

11. In-Person Support

In-person support may be available by arrangement.

Additional fees may apply depending on:

  • Location

  • Travel time

  • Transportation expenses

  • Required support time

  • Type of support

  • Other necessary expenses

The scope and estimated cost will normally be confirmed in advance.

12. Interpretation and Translation

Interpretation or translation support may be arranged when needed.

Professional interpretation or translation fees are not included unless specifically stated in your quotation or service agreement.

NEO does not guarantee that every communication can be provided in every language.

13. Scheduling and Communication

Most communication may take place by email, online meeting, messaging service, or other agreed communication method.

Response times may vary depending on:

  • Business hours

  • Time zones

  • Public holidays

  • Service complexity

  • Third-party response times

Urgent or same-day support cannot be guaranteed unless separately agreed.

14. Changes to the Scope

Sometimes your needs may change after work has started.

If the requested work becomes materially different from the original agreement, we may propose:

  • A revised scope

  • Additional fees

  • A new timeline

  • A separate service agreement

We will normally obtain your agreement before beginning significant additional paid work.

15. Cancellations and Refunds

Cancellation and refund conditions are explained in our separate Cancellation Policy.

Where a specific quotation or agreement contains different cancellation terms, those specific terms may apply to that service.

16. Intellectual Property

Unless otherwise agreed, website content, service materials, documents, guides, templates, and other original materials created by NEO remain the intellectual property of NEO.

You may use materials provided to you for your own personal or business purposes related to the service.

You may not reproduce, resell, publish, or commercially distribute NEO materials without permission.

17. Limitation of Liability

NEO will provide services with reasonable care.

To the extent permitted by applicable law, NEO is not responsible for indirect or consequential losses arising from:

  • Decisions made by third parties

  • Changes in laws, rules, prices, availability, or procedures

  • Delays caused by government authorities or third parties

  • Information supplied incorrectly or late by the client

  • Services provided independently by third-party providers or professionals

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

18. Events Outside Our Control

NEO is not responsible for delays or failure to perform caused by circumstances reasonably beyond our control.

These may include natural disasters, transportation disruption, system failures, government actions, regulatory changes, emergencies, or major service interruptions.

Where possible, we will explain the situation and discuss practical next steps with you.

19. Privacy

Personal information is handled in accordance with our Privacy Policy.

By using our services, you acknowledge that some information may need to be shared with third-party providers or professionals when necessary to provide the agreed support.

20. Changes to These Terms

We may update these Terms when our services, business operations, or legal requirements change.

The latest version will be published on this page with an updated “Last updated” date.

Changes will not normally affect services already agreed unless required by law or separately agreed with you.

21. Governing Law and Jurisdiction

These Terms are governed by the laws of Japan.

Any dispute will be handled in accordance with applicable Japanese law, including any mandatory consumer protection rules that may apply.

Where legally permitted, disputes relating to these Terms or our services will be subject to the jurisdiction of the courts having jurisdiction over NEO’s principal place of business in Japan.

22. Contact Us

If you have questions about these Terms or our services, please contact us through our Contact Form.

NEO
Japan Relocation & Settlement Support
Japan

Business operator information is available on our Specified Commercial Transaction Act page.

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