Dispute resolution policy
The Honyaku Plus dispute resolution policy is as follows:
Overview
This dispute resolution policy outlines the procedures for addressing disputes related to transactions processed through our website. Our goal is to resolve issues promptly and fairly, in accordance with industry standards and the policies of our payment processor, Stripe.
Initiating a dispute
If you believe there is an issue with a transaction, please contact our customer support at 03-5913-8115 within 30 days of the transaction date. Provide your order number, transaction details, and a description of the issue.
Internal resolution process
Upon receiving your dispute, we will:
- Acknowledge receipt within three business days.
- Investigate the issue by reviewing transaction records, communications, and any other relevant information.
- Respond with our findings and proposed resolution within 10 business days.
Escalation to payment processor
If the dispute cannot be resolved internally, you may initiate a chargeback through your card issuer. Stripe, our payment processor, will then manage the dispute process. We will provide necessary evidence to Stripe, including:
- Proof of transaction and authorization.
- Communication records.
- Delivery or service confirmation.
Stripe’s dispute process and timelines are detailed here:
Resolution and outcomes
The outcome of the dispute will be determined by the card issuer based on the evidence provided.
Possible outcomes include:
- Reversal of the chargeback in our favor.
- Upholding of the chargeback in your favor.
We will comply with the final decision and take appropriate actions, such as issuing refunds or adjusting account balances.
Policy updates
We reserve the right to update this policy to reflect changes in our practices or legal requirements. Updates will be posted on our website with the effective date.
Telephone: 03-5913-8115
Address: Ishijima 6-14, Koto-ku, Tokyo 135-0014
Website: honyaku-plus.com
Facebook: facebook.com/HonyakuPlus
Twitter: x.com/HonyakuPlus
LinkedIn: linkedin.com/company/honyaku-plus
Free quote (translation): honyaku-plus.com/free_quotation
Free quote (interpreting): honyaku-plus.com/free_quotation_interpreting
Commerce disclosure page: honyaku-plus.com/commerce-disclosure
