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User Agreement and Terms of Service

Introduction

ZenGroup Inc. (referred to as ZenGroup), a company registered in Japan and providing the ZenMarket proxy buying service (referred to as ZenMarket), enters into this Agreement with any legally independent adult (referred to as the Client) using the zenmarket.jp website and related services (the Website). This Agreement is an official public offer to individuals who wish to use ZenMarket's services.

SECTION 1. SUBJECT MATTER OF THE AGREEMENT

  1. ZenMarket provides services (the Services) acting on behalf of the Client, which include:
    • Purchasing consumer goods from independent online stores, internet auctions, and flea markets (the Sellers) located in Japan, under the terms of this Agreement and the Sellers' terms on Client’s behalf.
    • Receiving, storing, and packaging Products at the ZenGroup warehouse (the Warehouse) for international delivery.
    • Shipping Products internationally using available postal, courier, or other shipping services (referred to as Shipping Providers) at the Client’s expense.
  2. ZenMarket charges the Client a fee for these services according to the rates specified on the Website.
  3. The Client agrees to allow ZenMarket to collect, store, process, and transfer their personal data in line with the Privacy & Cookies Policy.
  4. The Client permits ZenMarket to engage third parties as needed to fulfill the duties outlined in this Agreement.
  5. By registering an account on zenmarket.jp, the Client accepts the terms of this Agreement, which may be amended by ZenMarket unilaterally.
    The Client is responsible for regularly checking for updates on the Website.

SECTION 2. OBLIGATIONS OF THE PARTIES

  1. ZenMarket will provide the Services described in Section 1 and any related tasks that do not contradict this Agreement, the Website information, or applicable Japanese law. Documentation or evidence of ZenMarket’s actions, including correspondence with Sellers or shipping providers, is not required to be provided to the Client.
  2. The Client must promptly pay all costs associated with purchasing and shipping Products within the allowed storage period (see Section 3.C), including ZenMarket's commission and any related taxes, duties, as well as storage and/or disposal fees should they incur.
  3. The Client must provide all necessary information required for ZenMarket to deliver the Services effectively. The Client is responsible for the accuracy of the information provided, including URLs of desired products, option preferences, shipping address, etc..
  4. The Client is responsible for verifying available shipping methods to their destination and ensuring that purchased goods comply with the conditions set by the shipping provider and customs regulations of the destination country, including restrictions on dimensions, weight, contents, price, etc.
  5. ZenMarket may offer additional services not listed on the Website, free or for a fee, based on available resources. The availability and cost of these services are subject to change without notice.

SECTION 3. PROCEDURES OF THE SERVICES PROVIDED

A. TRANSFERRING FUNDS

  1. To pay for the Services, the Client must add funds to their account balance using the methods available in the “Add Funds” section of their account.
  2. The Client is responsible for any fees, commissions, or charges levied by banks or payment services when adding funds to their balance.
  3. Withdrawals from the balance are available through a limited number of payment methods. Withdrawals are processed by submitting a request via the Website, and funds can only be returned to the original payment source within the timeframe set by the respective payment source. Regardless of the source, the remaining balance must be used or withdrawn within 6 months from the initial deposit.
  4. When requested, the Client must provide information to verify the authenticity of the payment source and/or the identity of the payer. ZenMarket commits to maintaining confidentiality and will only use the provided information for the aforementioned purposes, unless required by Japanese law.

B. PLACING AN ORDER ON ZENMARKET FOR THE PURCHASE OF PRODUCTS

  1. ZenMarket agrees to purchase Products on Client’s behalf from the Seller if they can be ordered through e-commerce channels and delivered to the Warehouse.
  2. Products are purchased based on the information the Client provided via the “Add to cart” option. Purchases are made after the Client makes payment through their account. Some purchases are automated, while others are processed manually during the business hours of ZenMarket’s Japanese office.
  3. Products purchased directly by the Client via ZenMarket’s automated auction system are handled according to the Guidelines for using the automated auction system.

C. ACCEPTANCE OF PRODUCTS FOR STORAGE

  1. ZenMarket will receive Products delivered to the Warehouse using the Seller’s chosen delivery method and store them at the Warehouse for up to 90 days.
  2. Original packaging from the Seller is usually discarded unless the Client requests otherwise at the time of purchase. ZenMarket will make efforts to retain original packaging upon request but cannot guarantee it.
  3. ZenMarket is not responsible for verifying the accuracy of products received or for any errors made by the Seller. Complaints regarding used items are only accepted if the “Photo service” was utilized and the Client has verified the condition of the product prior to international shipping.
  4. Products can be stored at the warehouse for a total of 90 days. Storage is free for the first 60 days, after which a fee of 50 yen per day applies. After 90 days, the Products will be removed from the Client’s account without compensation.
  5. ZenMarket reserves the right to inspect received Products and may refuse to ship items deemed inappropriate for export. Prohibited items may be returned when possible or disposed of at the Client’s expense.
  6. After the Client creates a parcel through their account, ZenMarket will pack the Client’s Products according to the specified shipping method and preferences. If the selected shipping method is not feasible due to weight, dimensions, or content, ZenMarket will act according to the chosen packing strategy.
  7. By default, ZenMarket handles packing at its discretion. If the Client has specific packing requests, they may specify them via the “Special request” window on the parcel creation screen. ZenMarket will attempt to accommodate the requests that do not compromise product safety and can be fulfilled with available resources. Additional work not directly related to packing (folding, disassembling, partial disposal, etc.) is considered on a case-by-case basis and may be refused or incur additional fees.
  8. Requests for repacking after initial packing will incur additional fees as specified in the Help section.

D. INTERNATIONAL DELIVERY OF PRODUCTS

  1. International delivery is provided through the methods and rates listed in the "How much will it cost?" section on the Website.
  2. Delivery costs are charged to the Client’s balance based on the package’s weight and dimensions. By paying for delivery, the Client confirms that they have reviewed and agreed with the parcel’s contents, cost, and dimensions. Claims regarding delivery costs or parcel dimensions are not accepted after payment, unless a clear error by ZenMarket staff is proven.
  3. ZenMarket’s Services are considered complete when the Products are transferred to the shipping provider. ZenMarket is not liable for the actions of shipping providers and has no control over delivery speed. Transit times on the Website are approximate.
  4. All parcels are insured according to the policies described on the Website.
  5. If a parcel is delayed, damaged, or missing items, the Client should report the issue promptly as per the procedure described on the Website. ZenMarket will investigate and determine compensation if applicable. Refusal or failure to provide necessary information may result in ZenMarket withholding compensation.

E. CONDITIONS OF CANCELLATION OR RETURN

  1. If the Client wishes to cancel a purchase (Cancellation), return the Product that has arrived at the Warehouse (Domestic Return), or that reached the Client’s destination (International Return), they may request to do so if the Seller allows cancellations/returns and the Client agrees to cover the associated fees.
  2. All cancellations and returns made by ZenMarket on the Client’s behalf are performed on the pretense that the Seller sold the Product to ZenMarket within Japan and is not responsible for international deals. In the case of an international return, the international shipping fee from the Client to the Warehouse and vice versa as well as any fees related to importing the item back to Japan shall be covered by the Client regardless of the reasons thereof.
  3. All cancellations and returns are processed according to the Seller’s conditions, including deadlines, procedures, and compensation terms. ZenMarket reserves the right to accept or decline returns based on the Seller’s decision.
  4. Refunds to the Client are processed only after a refund from the Seller to ZenMarket is confirmed. If the Seller refuses to refund, ZenMarket is not obligated to compensate the Client.
  5. Returns of Products purchased via the automated auction system or flea market platforms are generally not allowed once the bid is placed or the item is paid for, respectively.
  6. Claims regarding defective or incorrect Products are accepted within 7 days of arrival at the Client’s address. ZenMarket will contact the Seller within the timeframe it is possible via means of the respective e-commerce platform or within 60 days of the original transaction between ZenMarket and the Seller, whichever is the earliest. ZenMarket’s involvement does not include legal disputes requiring law enforcement or judicial intervention or other punitive measures.
  7. Unless contacted within 7 days of arrival to the Client's address, ZenMarket cannot facilitate the resolution of warranty issues, such as the exchange or repair of a malfunctioning Product.
  8. If a parcel is returned to ZenMarket due to reasons beyond ZenMarket’s control, such as failure to collect the parcel or pay import taxes, return cost (if any) and re-shipping must be covered by the Client.

F. CONDITIONS FOR CREDIT ELIGIBILITY AND DEBT REPAYMENT

  1. ZenMarket may provide credit to regular customers for amounts between 5,000 and 500,000 yen, subject to conditions listed in the Help section of the Website.
  2. Credit must be repaid before the Client pays for international shipping or within 30 days if no shipment occurs.
  3. If the Client fails to repay within 6 weeks, credit is suspended without appeal.

G. ACCOUNT REMOVAL AND REFUSAL OF SERVICES

  1. Accounts can be removed at the Client’s request if there are no unpaid debts or Products remaining in storage. ZenMarket may verify the identity of the requester if the account has an order history.
  2. Accounts can be suspended on grounds of actions such as non-payment, disputes initiated through third parties, threats, refusal to verify payment identity, and creating multiple accounts without agreement.
  3. Accounts may be suspended at ZenMarket’s discretion for uncooperative actions, disregard of ZenMarket rules and policies, disrespectful communication, or any other behavior deemed inappropriate by ZenMarket.

SECTION 4. LIMITATION OF LIABILITY AND FORCE MAJEURE

  1. Liability is waived for non-performance of obligations due to extraordinary events beyond reasonable control, such as natural disasters, wars, or epidemics.
  2. ZenMarket is not responsible for any expenses, direct or indirect damages, or losses arising from the use of its services due to errors, interruptions, or defects.
  3. ZenMarket is not liable for actions of third parties, including Sellers, shipping providers, banks, and payment systems. The Client agrees not to hold ZenMarket accountable for damages caused by these third parties.
  4. ZenMarket does not guarantee the quality or content of Products and does not provide warranties for items purchased through its Services.
  5. ZenMarket is not liable for dishonesty by Sellers, including delays, inaccuracies, or fraudulent activity. The Client is responsible for choosing reliable Sellers.
  6. ZenMarket does not check shipments for compliance with customs regulations of the destination country and is not responsible for related costs. The Client is responsible for ensuring the legality of importing purchased Products.
  7. ZenMarket will compensate the Client only if it is proven that ZenMarket staff directly caused losses by purchasing a Product different from the one specified or by damaging the Product. Compensation is limited to the value of the Product(s).
  8. ZenMarket waives all responsibility regarding the outcome of negotiations with the seller in case the Client contacts the Seller directly.
  9. Titles and descriptions of Products displayed on the Website belong to respective Sellers and are translated into the Client’s language by means of automated translation. ZenMarket is not liable for any loss incurred by the Client due to the inaccuracy in said translation.

SECTION 5. DISPUTE SETTLEMENT

  1. Disputes related to this Agreement should be resolved through negotiations.
  2. If negotiations fail, disputes will be settled in a court of law. Disputes involving ZenMarket as a respondent will be settled in a Japanese court under Japanese law. Disputes involving the Client will be resolved in the Client’s local jurisdiction.

Enacted: 1st February, 2025

Personal Information Protection Policy

ZenMarket INC recognizes that Clients' Personal Information is important information that constitutes privacy in the course of conducting its purchasing agency, cross-border EC, shopping platform provision service, marketing business, and consulting business. When handling Personal Information in the course of business, ZenMarket INC will respect our Clients and live up to their expectations and trust in us by establishing laws and regulations concerning Personal Information and internal rules stipulated for the protection of Personal Information, as well as by developing an organizational structure and striving to protect Personal Information appropriately.

Acquisition, Use, and Provision of Personal Information

We will specify the purposes of use of Personal Information within the scope of our business activities, and will acquire, use, and provide Personal Information fairly and appropriately to the extent necessary to achieve those purposes. We will also take steps to ensure that Personal Information acquired will not be used for purposes other than those specified.

Compliance with Laws and Regulations

We will comply with laws, national guidelines, other norms, and social order concerning Personal Information, and strive to protect Personal Information appropriately.

Proper Management of Personal Information

We are fully aware of the dangers of unauthorized access, loss, destruction, falsification, and leakage of the Personal Information we handle, and we will implement reasonable security measures and take appropriate corrective action if problems arise.

Responding to Inquiries

We will respond appropriately to inquiries from the Client regarding disclosure, correction, suspension of use, or complaints about Personal Information handled by us.

Continuous Improvement

We have established management regulations and a management system for the protection of Personal Information, which are thoroughly implemented by all employees, and are regularly reviewed in an effort to continuously improve our Personal Information protection management system.

 

Enacted: 21st February, 2022
Revised: 13th July, 2022

ZenMarket INC
CEO Naumov Andriy

Contact Information for Personal Information Protection Policy
Personal Information Inquiry Dept.
Address: Osaka-fu, Osaka City, Chuo-ku, Kawaramachi, 1-7-7
Osaka Sakaisuji L Building 10F
Personal Information Protection Manager: Shin Sugahara
TEL 06-4560-4070