Terms of Service

Last updated July 30, 2026 · Read the privacy policy

1. Purpose and the platform's role

RequestJapan.com is a business-to-business marketplace connecting buying companies established in Europe and the United States with selling companies established in Japan, for the purchase of collectible and hobby goods, new or pre-owned.

The platform is not a party to the sale. The contract of sale is formed directly between buyer and seller. The platform provides intermediation services only: matching, translation, commercial documentation and dispute mediation.

The platform never holds the parties' funds. Payments are made by the buyer to the seller directly through the payment provider, on a payment account opened in the seller's name. The platform acts solely as the technical operator that controls when that account may be settled out.

2. Businesses only

Access is restricted to registered companies acting in the course of their business. Consumers may not use the service; consumer-protection rules, including any right of withdrawal, do not apply to transactions concluded on the platform.

Every application is reviewed manually. Until a company is approved, its account allows browsing but neither publishing requests nor submitting offers. The platform may decline an application without stating reasons.

3. Accounts and security

Each user belongs to a company and a store. Account holders are responsible for keeping their credentials confidential and for all activity carried out from their account. Any unauthorised use must be reported without delay.

4. How a transaction works

The buyer publishes a request describing the item sought, the quantity and a budget. Matching sellers receive the request and may reply with a priced offer stating goods and shipping as separate lines.

The buyer may shortlist one offer, which opens a 48-hour exclusive negotiation window during which both parties may exchange messages and adjust the price. If no agreement is reached, the request reopens to other sellers.

Acceptance of an offer by the buyer forms the sale and locks the exchange rate applied to the transaction.

5. Prices, fees and currencies

Sellers quote in Japanese yen (JPY). Buyers see and pay in their own currency (EUR or USD). The exchange rate is locked at acceptance: the amount confirmed is the amount charged.

The platform takes no commission on transactions. The buyer pays the agreed price for the goods plus the shipping line stated in the offer, and nothing else. The seller receives the full agreed price, less only the payment provider's processing fees, which are charged to the seller's payment account.

Use of the service is currently free for both sides. Any future charge for access to the service will be invoiced separately to the company concerned and notified in advance under clause 15; it will not be levied on individual transactions.

6. Payment and release of funds

The buyer pays the seller directly. Payments are processed by Stripe: the charge is created on a Stripe account opened in the seller's own name, and the funds are credited to that account. The platform at no point receives, holds or has title to the funds, and consequently does not operate a payment or escrow service.

The seller's account is configured so that no settlement to its bank account can occur on the seller's own initiative. The platform instructs settlement only once a valid tracking number evidencing dispatch has been registered.

Settlement occurs on dispatch, before delivery. A claim may only be raised after delivery, so by then the funds have normally reached the seller's bank account. Refunds are therefore issued from the seller's payment account to the card originally charged, and clause 8 governs the case where that account no longer holds enough. Any settlement still outstanding when a claim is opened is withheld until the claim is resolved.

The platform stores no card data. The seller must complete the payment provider's identity verification before it can be awarded a transaction.

7. Shipping, customs and taxes

The seller ships directly from Japan, under its own responsibility, using a carrier providing tracking. The seller must supply an accurate tracking number and the commercial documents required for customs clearance.

The buyer is the importer of record. Customs duties, import VAT and carrier handling fees are payable by the buyer and are not included in the price. Landed-cost estimates shown on the platform are indicative and not binding on the platform.

8. Conformity, claims and mediation

The buyer has 7 days after delivery to report an item that is not as described, damaged, incomplete or different from the one ordered, supported by photographs.

The platform reviews the claim, may put questions to both parties, and issues a decision: rejection, partial refund or full refund. Justified refunds are issued from the seller's payment account to the card originally charged. Where the account no longer holds sufficient balance, the refund is a debt of the seller to the buyer, which the platform may set off against amounts subsequently due to that seller.

9. Prohibited items

The following may not be sold through the platform:

• counterfeits, reproductions and items of doubtful authenticity;
• items whose export from Japan or import into the buyer's country is restricted or prohibited;
• stolen goods or goods of unlawful origin;
• any item knowingly described in a misleading way.

Selling a counterfeit item results in immediate account suspension, full refund of the buyer, and withholding of pending payouts.

10. Obligations of the parties

The seller undertakes to offer only items it holds or can guarantee it can obtain, to describe their condition faithfully, to provide photographs of the actual item, and to ship within 5 business days of the buyer's payment, unless otherwise agreed.

The buyer undertakes to publish genuine requests, to respond within reasonable time during the exclusive window, and to complete import formalities.

Both parties undertake not to circumvent the platform for any transaction arising from an introduction made through it.

11. Ratings and content

After a completed transaction the buyer may rate the seller. Ratings must be factual. The platform may remove content that is abusive, defamatory or manifestly inaccurate.

Text and photographs submitted remain the property of their author, who grants the platform a free, non-exclusive licence to display, translate and reproduce them for the purpose of operating the service.

12. Liability

The platform owes an obligation of means as to service availability, the correct instruction of settlements and the handling of claims. It does not warrant the authenticity, condition or conformity of items, nor the solvency of either party; those are the parties' own responsibility.

Save in cases of gross negligence or wilful misconduct, the platform's liability to either party is capped at EUR 1,000 per transaction. Indirect losses, in particular loss of profit, are excluded.

13. Suspension and termination

The platform may suspend or close an account for breach of these terms, for fraud, or for repeated well-founded claims. Transactions in progress are either completed or refunded.

Either party may close its account at any time, subject to settlement of transactions in progress.

14. Personal data

Processing of personal data is described in the privacy policy. The buyer's contact details are disclosed to the seller solely for shipping and customs purposes.

15. Changes to these terms

These terms may be amended. Users are notified by email at least 30 days before any material change takes effect. Continued use of the service constitutes acceptance.

16. Governing law and disputes

These terms are governed by French law. Failing amicable resolution, any dispute as to their validity, interpretation or performance falls within the exclusive jurisdiction of the courts of the operator's registered office, including where there are multiple defendants.