This Refund Policy applies to all paid services offered by JoynOne (including but not limited to: assessments, consultations, support packages, and relocation services), unless a specific service page clearly states a different refund policy. If a specific service has its own refund terms, those terms will apply instead of this general policy for that service.

1. Nature of Our Services

JoynOne provides digital and service-based support (for example: assessments, planning, consulting, document guidance, visa preparation support, and relocation support). These are intangible services, not physical products. Once work has started or a service has been delivered (such as sending an assessment, conducting a call, or reviewing documents), it cannot be “returned” in the usual sense.

2. When Service Is Considered to Have Started

For JoynOne services, “service start” means the earlier of:

• when we begin reviewing or analysing information you submitted (such as your assessment form, questionnaire, or documents), or

• when we send you our first personalised feedback, checklist, instructions, questions, or preparation message about your case.

Examples:

• For a pre-assessment or route plan: service starts when we begin reviewing your form or start drafting your personalised plan.

• For visa application support: service starts when we receive your documents or forms for review, or when we send you a personalised checklist or instructions based on your situation.

3. General Refund Rule

In principle, all sales are final once we begin delivering the service. This means that after the service has started (as defined above), we generally do not offer refunds, except in situations described in a service-specific refund policy (for example, the Visa Application Support refund guarantee) or where required by applicable law.

4. Cancellations Before Service Starts

If you change your mind before we begin any work on your case:

• You may request to cancel your order.

• If we confirm that no work has started, we may issue a partial or full refund, minus any non-refundable payment processing costs and a small admin fee (if applicable).

• Whether a refund is granted, and the exact amount, will depend on how soon you contact us after payment and any service-specific terms shown on the purchase page.

5. JoynOne-Initiated Cancellations

If we are unable to deliver the service you purchased (for example, due to an internal issue or we decide your case is clearly not suitable before starting work):

• We will cancel the service and issue a full refund of our service fee.

• This refund will not cover any external costs you may have paid (such as embassy fees, travel, or payments to third parties).

6. Service-Specific Guarantees and Exceptions

Some services may have their own refund or guarantee conditions (for example, a conditional refund if your visa is refused after using a specific package). When a service page, sales page, or written agreement clearly describes a specific refund or guarantee, those terms will override this general policy for that service.

Please always read the refund or guarantee section on the relevant service page before purchasing.

7. Situations Where Refunds Are Not Provided

We generally do not provide refunds in the following situations:

• You change your mind after the service has started or after it has been delivered.

• You decide not to use all or part of the service after purchase.

• You are dissatisfied because the outcome was not what you hoped for (for example, a visa refusal), where no specific refund guarantee applies.

• You fail to provide required information, documents, or cooperation, causing delays or making it impossible to complete the service.

• Your personal situation changes (for example: loss of job offer, change of plans, illness, or personal reasons) that are outside our control.

• You apply for a different visa type or different route than the one the service was prepared for, without a new agreement for support.

8. External Fees Not Covered

Unless explicitly stated otherwise, refunds only apply to JoynOne’s own service fees. They do not include:

• Embassy or consulate fees

• School, employer, or agency fees

• Translation, certification, postal, courier, or medical costs

• Travel, accommodation, or relocation costs

• Lawyer, gyoseishoshi, or other professional fees

• Any other payments made to third parties

9. How to Request a Refund

To request a refund under this policy or a service-specific policy, please contact us and include:

• Your full name

• The service you purchased

• Date of payment

• Proof of payment (receipt or screenshot)

• A clear explanation of your request

• Any supporting documents 

We may ask for additional information depending on the case. After reviewing your request, we will inform you whether a refund is approved and, if so, the amount and expected processing time.

10. Legal and Service Disclaimer

• JoynOne provides information, planning, and support services only.

• We do not provide legal advice and we do not guarantee that any visa, application, or external process will be approved, unless this is clearly stated in a written service-specific guarantee.

• The final decision on visas, admissions, and similar matters is always made by the relevant authorities (such as Japanese immigration, embassies/consulates, schools, and employers).

• Local consumer protection laws in your country may give you additional rights. If there is any conflict between this policy and applicable law, the law will apply.