This Cancellation Policy (the “Policy”) sets forth the rules applicable to cancellations, changes to dates and times, changes to service details, cancellation fees, change fees, refunds and other related matters concerning services directly provided by Wan Da Nya Co., Ltd. (the “Company”).
This Policy forms part of the Company’s separately established Terms of Service. Any matters not provided for in this Policy shall be governed by the Terms of Service, the conditions of carriage applicable to the relevant service, quotations and other individual terms and conditions, and applicable laws and regulations.
Article 1 (Application) 1．This Policy applies to cancellations, changes, refunds and related matters concerning services directly provided by the Company where the Company is the contracting party. 2．Where conditions of carriage, quotations, application screens or other individual terms applicable to a particular service provide cancellation, change or refund conditions that differ from this Policy, such individual terms shall prevail. 3．For services provided through the Platform Service where a Registered Provider is the service provider and contracting party, the conditions of carriage, cancellation terms and other contractual terms established by the relevant Registered Provider shall apply, and this Policy shall not apply. 4．For services directly provided by airlines, carriers, customs brokers, accommodation providers, overseas agents or other third parties, the cancellation, change and refund terms established by the relevant third party may apply.
Article 2 (Cancellation Procedure and Effective Time) 1．A User wishing to cancel a service shall notify the Company through the contact point designated by the Company, the application, or another method prescribed by the Company. 2．The effective time of a cancellation shall be determined based on the date and time at which the Company receives the cancellation notice. 3．Even where a User attempts to send a cancellation notice, the cancellation may not be deemed received or completed if the Company does not receive the notice due to a transmission error or other circumstances. 4．The Company may, where necessary, require the User to provide the reservation number, name, contact information or other information necessary to identify the relevant reservation.
Article 3 (Standard Domestic Transfer and Transportation Services) 1．For standard domestic transfer or transportation services directly provided by the Company, cancellation fees for cancellations made for reasons attributable to the User shall, in principle, be as follows: ・Up to 24 hours before the scheduled reservation time: No cancellation fee ・Less than 24 hours before the scheduled reservation time: 100% of the reservation fee ・No-show without prior notice: 100% of the reservation fee 2．Notwithstanding the preceding paragraph, where tolls, parking fees, ferry charges, accommodation costs or other expenses have already been individually incurred for the relevant reservation and are non-refundable, the User may be required to bear such expenses to the extent permitted by applicable law. 3．Where a service requires special vehicles, personnel, equipment or other arrangements and separate cancellation terms have been presented before formation of the contract, such separate terms shall apply.
Article 4 (International Transportation, Quarantine, Import/Export and Other Arrangement-Based Services) 1．The cancellation terms set forth in Article 3 providing for cancellation without charge up to 24 hours before the scheduled reservation time shall not apply, unless otherwise expressly stated by the Company, to international pet transportation, overseas relocation assistance, animal quarantine, import/export assistance, customs-related assistance, air transportation, air cargo transportation, hand-carry services, or other services involving reservations, orders, arrangements or payments to third parties. 2．If a User cancels a service described in the preceding paragraph, fees corresponding to work already performed by the Company and expenses already incurred may be non-refundable to the extent permitted by applicable law. 3．Where reservations, orders, arrangements or payments have already been made with airlines, carriers, quarantine-related authorities or service providers, customs brokers, accommodation providers, overseas agents or other third parties, cancellation fees, change fees or other charges imposed by such third parties may apply. 4．Fees, cancellation charges, arrangement fees and other actual expenses that are not refundable by the third parties described in the preceding paragraph shall be borne by the User and shall not be refundable, to the extent that applicable law permits such costs to be borne by the User. 5．Where the Company has presented, before formation of the contract, a commencement fee, arrangement fee, other non-refundable fee, or specific cancellation terms in a quotation, application screen or by another method, such terms shall apply.
Article 5 (Air Transportation and Air Cargo Transportation) 1．Air transportation and air cargo transportation shall be subject to the relevant airline’s conditions of carriage, cancellation terms and refund conditions, including after a reservation or arrangement with the airline has been completed. 2．Refusal of loading, changes to the scheduled flight, failure to load as scheduled, delays, cancellations, rerouting or other changes may occur due to cargo capacity, aircraft changes, weight or size restrictions, the animal’s condition, weather conditions, operational circumstances or other factors determined by the airline. 3．Even where the scheduled air transportation cannot be performed due to circumstances described in the preceding paragraph, any expenses that are not refunded by the airline or another third party shall be handled in accordance with Article 18 of the Terms of Service and this Policy. 4．The Company does not guarantee loading onto a reserved flight, transportation on the scheduled date or time, or arrival at a specified date or time. A change in the scheduled flight or similar circumstance shall not, by itself, automatically result in the application of a cancellation fee on the basis of a User-initiated cancellation. Fees, refunds, transfers to alternative arrangements and additional expenses shall be determined in light of the cause, the extent to which the service has been performed, whether refunds are available from third parties and other relevant circumstances.
Article 6 (Hand-Carry and Other Individually Arranged Services) 1．For hand-carry services and other services requiring individual arrangements for airline tickets, rail transportation, accommodation, personnel or other resources, where a cancellation or change is made after the Company or a third party has commenced such arrangements, the User may be required to bear fees, cancellation charges, change fees and other expenses already incurred. 2．Airfare, accommodation costs and other expenses that are non-refundable by third parties shall be non-refundable to the extent permitted by applicable law. 3．Where the Company has individually secured personnel, dates or other resources for a particular service and has presented separate cancellation terms before formation of the contract, such separate terms shall apply.
Article 7 (Changes to Dates, Times or Service Details by the User) 1．Where a User requests a change to the reservation date or time, transportation route, number of animals, transportation method, flight or other application details, the Company shall determine whether the requested change can be accommodated based on the availability of vehicles, personnel, flights, cargo space, third-party services and other relevant arrangements. 2．Where a change results in a difference in transportation charges, airfare, third-party charges or other fees, the User shall bear such difference. 3．Where a change requires cancellation and re-arrangement of an existing reservation, order or arrangement, the User may be required to bear the resulting cancellation fees, change fees, re-arrangement fees and other actual expenses incurred. 4．Where, in light of the nature or timing of a requested change or other circumstances, the change is effectively equivalent to cancelling the original reservation and making a new reservation, the original reservation may be treated as cancelled.
Article 8 (Inability to Provide Services Due to Circumstances Attributable to the User) 1．Where all or part of a service cannot be provided due to circumstances attributable to the User, including failure or delay in submitting documents, failure or deficiency in declarations, delayed payment, failure to satisfy quarantine requirements, or the absence of the User or animal, cancellation fees, fees for services already provided, expenses already incurred and other matters shall be handled in accordance with this Policy and the applicable individual terms. 2．Where retesting, storage, return transportation, additional transportation, re-arrangement or other measures become necessary as a result of the preceding paragraph, the resulting additional expenses shall be borne by the User except to the extent attributable to the Company.
Article 9 (Inability to Provide Services Due to Circumstances Attributable to the Company) 1．Where all or part of a service for which the Company is the contracting party cannot be provided due to circumstances attributable to the Company, the Company shall, in accordance with applicable law, the Terms of Service and applicable individual terms, refund fees corresponding to the unprovided portion, provide an alternative service or take other necessary measures. 2．Where the Company offers an alternative service, the User shall not be required to accept or use such alternative service.
Article 10 (Force Majeure and Other Circumstances Attributable to Neither Party) 1．Where all or part of a service cannot be provided due to circumstances attributable to neither the Company nor the User, including natural disasters, typhoons, earthquakes, floods, snowfall, extreme heat, traffic restrictions, flight cancellations or delays, aircraft changes, refusal of loading by an airline, decisions or measures by governmental, customs or quarantine authorities, changes in laws, systems or quarantine requirements, war, riots, terrorism, infectious diseases, strikes or other similar circumstances, fees, refunds, transfers to alternative arrangements and other matters shall be handled in accordance with Article 18 of the Terms of Service. 2．In the circumstances described in the preceding paragraph, settlement shall be made taking into account the services already provided, progress of work, expenses already incurred, payments made to third parties, whether refunds are available from such third parties and other relevant circumstances. 3．Fees, cancellation charges, arrangement fees and other actual expenses that are not refunded by third parties shall be non-refundable to the extent that applicable law permits such expenses to be borne by the User. 4．If, after such settlement, any amount is due to be refunded to the User, the Company shall refund such amount.
Article 11 (No-Shows and Repeated Cancellations) 1．If a User fails to use the service at the scheduled reservation time without prior notice, the reservation shall be treated as a no-show. 2．For standard domestic transfer and transportation services, a no-show shall, in principle, be subject to a cancellation fee equal to 100% of the reservation fee. 3．Where cancellations, no-shows, failures to meet payment deadlines or similar conduct occur repeatedly and the Company reasonably determines that such conduct interferes with the operation of the Services or the securing of vehicles, personnel or other resources, the Company may refuse future reservations, require advance payment as a condition of reservation, or restrict the User’s account.
Article 12 (Refund Method) 1．Where a refund is due, the Company shall, in principle, issue the refund using the same payment method used by the User or another method designated by the Company. 2．For refunds processed through credit cards or other payment service providers, a certain period of time may be required before the refund is reflected in the User’s account due to the processing schedule of the relevant payment service provider. 3．Where bank transfer fees or other charges are incurred in connection with a refund, such charges shall be borne by the User where the refund results from a cancellation or change requested by the User or from other circumstances attributable to the User. Where the refund results from circumstances attributable to the Company, such charges shall be borne by the Company. 4．Where a refund to the User is dependent upon a refund from a third party, the Company may process the User’s refund after confirming receipt of the relevant refund from such third party.
Article 13 (Disclosure Pursuant to the Act on Specified Commercial Transactions) Matters concerning cancellations, termination of contracts, refunds, fees and other matters required to be disclosed under Japan’s Act on Specified Commercial Transactions or other applicable laws and regulations shall also be set forth in the Company’s separately published “Disclosure Pursuant to the Act on Specified Commercial Transactions.”
Wan Da Nya Co., Ltd. Effective Date: August 22, 2026