1. Overview
At SAHO Inc., we strive to ensure customer satisfaction with all our software products and services.
This Refund & Dispute Policy outlines the terms and conditions for refunds, returns, and dispute resolution
for all products and services offered by SAHO Inc.
2. Software Products & Digital Services
2.1 Mobile Applications (Driver's License Trial)
- Trial Period: We offer a free trial period for evaluation before purchase
- Refund Window: Refunds are available within 7 days of purchase if the app has technical issues that prevent normal use
- Subscription Cancellation: Monthly or annual subscriptions can be cancelled at any time through your app store account
- Pro-rata Refunds: No partial refunds for unused subscription periods after cancellation
2.2 Custom Software Development
- Milestone Payments: Refunds are available for uncompleted milestones only
- Completed Work: No refunds for work already delivered and accepted
- Cancellation: Projects can be cancelled with refund of unused prepaid amounts minus a 15% administrative fee
3. Return Policy for Physical Products
If we provide any physical products (hardware, printed materials, etc.):
- Return Window: 30 days from receipt of product
- Condition: Products must be returned in original condition with all packaging
- Shipping: Customer is responsible for return shipping costs unless the product is defective
- Restocking Fee: 10% restocking fee may apply for opened software packages
4. Refund Process
4.1 How to Request a Refund
- Contact our support team at [email protected] with your order details
- Include your order number, purchase date, and reason for refund request
- Our team will review your request within 2 business days
- If approved, refunds will be processed within 5-7 business days
4.2 Refund Methods
- Refunds will be issued to the original payment method
- Credit card refunds may take 5-10 business days to appear on your statement
- Bank transfer refunds may take 3-5 business days
5. Dispute Resolution
5.1 Initial Contact
If you have a dispute regarding our products or services, please first contact our customer service team:
- Email: [email protected]
- Phone: 070-7773-9966 (Weekdays 9:00 AM - 6:00 PM JST)
- Response Time: Within 24 hours on business days
5.2 Escalation Process
- Level 1: Customer Service Representative (1-2 business days)
- Level 2: Customer Service Manager (3-5 business days)
- Level 3: Executive Review (7-10 business days)
5.3 Alternative Dispute Resolution
If we cannot resolve your dispute through our internal process, we offer the following options:
- Mediation: We will participate in good faith mediation efforts
- Arbitration: Binding arbitration through the Japan Commercial Arbitration Association
- Small Claims: You may pursue claims in small claims court for qualifying amounts
6. Exceptions
Refunds are NOT available for:
- Custom software after final delivery and acceptance
- Downloaded digital products after successful download
- Services already rendered
- Subscription fees for the current billing period after 7 days
- Products purchased through third-party platforms (refer to their policies)
7. Chargebacks
We encourage customers to contact us directly before initiating a chargeback with their credit card company.
Chargebacks initiated without first attempting to resolve the issue with us may result in:
- Suspension of account and services
- Additional fees to cover chargeback processing costs
- Denial of future service requests
8. Contact Information
For all refund and dispute inquiries:
SAHO Inc.
Email: [email protected]
Phone: 070-7773-9966
Address: 〒546-0002 大阪市東住吉区杭全8丁目11番7号
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM JST
9. Policy Updates
This policy may be updated from time to time. We will notify customers of any material changes via email
or through our website. The updated policy will be effective immediately upon posting.