English Version
1. How to Contact Us
- Contact: offer@bonsai-azukari.com
- Hours: weekdays 10:00–18:00 (Japan time)
- Target response time: within 3 business days of receipt
When contacting us, please include your registered email address and transaction number.
2. Refund Flow for Failed Transactions
2-1. Cases in which a refund occurs
| Case | Description |
|---|---|
| Payment error | Where payment could not be confirmed |
| Product cannot be provided | Where the Operator cannot provide the product due to inability to reach the artist, natural disaster, or other reasons |
| Voiding by the Operator | Where the Operator deems the transaction void due to suspected legal violations, discovery of fraud, etc. |
| System failure | Where the transaction did not complete properly due to a service failure |
2-2. Refund procedure
2-3. Refund amount
- As a general rule, the full sale price will be refunded.
- However, due to the payment processor's specifications, the payment processing fee (Stripe fee) may be deducted from the refund. In such cases, we will inform you in advance.
- Platform usage fees will not be charged in the case of a failed transaction.
3. About Cancellation
As stated in Article 9 of the Terms of Service, cancellation or refund due to user convenience is generally not accepted.
However, individual consideration will be given in the following cases.
- Where it is within 24 hours of the purchase application
- Where a mistaken purchase is recognized as resulting from the Operator's system failure or guidance error
If the above applies, please promptly contact offer@bonsai-azukari.com.
4. Hold or Suspension of the Service Fee to the Artist
The payment of the service fee to the artist is the Operator's own business expense under the service agreement between the Operator and the artist, and is not a transfer of the purchaser's funds to the artist.
The Operator may, at its own discretion, hold or suspend payment of the service fee to the artist in the following cases.
- Where there is suspicion of misuse, fraud, or money laundering
- Where there is a formal objection from the purchaser
- Where there is a request from an administrative or investigative authority
- Where the artist's contact information has become invalid
In the case of a hold, the Operator will notify the artist to the extent circumstances permit.
5. Objections (Purchasing Owner)
If there is an error in the digital ownership transfer record, or a clear discrepancy in the transaction details, please contact us within 7 days of receiving the transaction completion notice, including the following information.
- Registered email address
- Transaction number
- Details of the objection (specific facts)
- Related evidence (screenshots, etc.)
The Operator will report the results of its investigation within 10 business days of receipt.
6. Changes to this Guideline
This Guideline is updated from time to time according to the operational status of the Service. In the event of changes, we will notify you on the Service or at your registered email address.