Service usage guidance

1.　Baggage delivery service overview

Baggage delivery service (hereinafter referred to as "delivery service") is a service that delivers your baggage between shops (airports, hotels, etc.) by online procedures. Our "Airporter Conditions of Carriage" apply to the delivery of baggage.

2.　Service usage procedure

a)　Register shipping information
Please register the delivery area, desired pickup date, size, number, etc. on the dedicated delivery service website.

b)　Registration of customer information
Please register the name, email address, SNS ID, used flight, electronic payment information required for payment, etc. required for delivery. Registered customer information will be appropriately protected in accordance with our privacy policy. Once you register as a member, you will not be required to register again after your next usage.

c)　Payment
After completing step, a) and b), make an electronic payment using a credit card or QR code payment. If you wish to cancel, please contact the Customer Service Center by 23:00 the day before pickup.

d)Notification of transaction number
After the completion of c), we will notify you of the transaction number by e-mail, so please check the contents.

e)　Checking baggage
When you check baggage at the registered agency (airport, hotel, etc.), please present the transaction number to the staff at the agency and reconfirm the delivery information before depositing.

f)　Picking up baggage
We will notify you by email when your baggage arrives at your designated destination.

3.　Customer notes

In the delivery service, delivery to and from the accommodation facility is limited to guests of the facility. Please note that non-residents may be refused receipt of baggage delivered to the property.

a)　Limitation of liability (compensation)
We will reimburse you for the equivalent of the baggage price only if we are willful or negligent. However, the upper limit is 100,000 yen.

b)　Undeliverable baggage
Items weighing more than 30 kg, items worth more than 300,000 yen, valuables, hazardous materials, animals, etc. (We will collect it as a cancellation charge)

c)　Cancellation policy
0%: In the case of contact by 23:00 on the day before the pickup date.
100%: In the case of contact after 23:00 on the day before the pickup date.
100%: With our prior notice or contact. (We will collect it as a cancellation charge)

d)　Disclaimer

Regarding damages that qualify for compensation, we will, in principle, provide repair services. However, depending on the extent of the damage and other temporal factors, we may offer alternative solutions.

For baggage and personal items without a declared value, the maximum liability (for damages attributable to our company) is limited to 100,000 yen per customer. If the actual value exceeds 100,000 yen, customers are advised to opt for the security pack (available for a fee: maximum coverage of 300,000 yen) at the time of order placement.

In the event of minor damages that are unavoidable during the normal handling process (such as scratches, cuts, dents, dirt, etc.), damages caused by overweight or overcapacity baggage, damages due to inherent defects such as aging, wear and tear of tires, loss of detachable casters, straps, hooks, name tags, belts, and other protruding accessories, as well as damages resulting from security inspections conducted by TSA (Transport Security Administration) or other security agencies of various countries, we disclaim any liability. Please be advised of these exclusions.

Should any damage to your baggage be discovered, please contact Customer Support within 7 days from the date of delivery for further assistance.

4.　Contract

a)　Formation of contract
When the customer completes the electronic payment on the website dedicated to the delivery service and notifies us of the transaction number, the contract is formed between us and the customer. If the customer does not check in the baggage at the location indicated in the registration details and the desired collection date and time, the electronically charged fee will not be refunded.

b)　Handling of baggage delivery accidents
If there is any delay, damage, loss, etc. between the time you check your baggage at the agency and until to the destination, we will deal with it based on the Airporter Conditions of Carriage.

5.　Contact information

Contact Customer service center
TEL +81 50-3702-9200
E-mail: order@airporter.co.jp
Reception time 08:00-23:00 (Japanese time)
Language support Japanese, English, Chinese (CT, CS)

6.　Discontinuation/interruption/change of delivery service

In the following cases, we may suspend, interrupt, or change the operation of the delivery service without notice.
We shall not be liable for any damages caused to users in this case.
When the delivery service system is regularly or urgently maintained.
When the delivery service cannot be provided normally due to a natural disaster or other emergency.
In addition, if our company determines that a temporary interruption is necessary for the operation of the delivery service.

7.　Protection of personal information

We will comply with laws and other regulations regarding the protection of personal information to handle personal information appropriately. We carefully protect personal information registered by customers and manage it appropriately in accordance with the privacy policy stipulated by us. In addition, the agency stores also comply with our privacy policy and properly manage users' personal information.

8.　Claim for damages

In the case that the customer causes damage to the Company due to an act that violates this guide or illegally uses the delivery service, the Company shall charge with appropriate damage compensation (including legal fees).
If a dispute arises with a customer, the Tokyo District Court or Tokyo Summary Court will be the exclusive agreement jurisdictional court based on Japanese law.

Established on June 19, 2020

Revised on June 26, 2024

Airporter,Inc.