Read these policies before confirming a new booking. Changes do not retrospectively remove rights under an existing booking. Your non-excludable consumer rights remain protected.
Before first check-in
Cancel before your first bag checks in for a full refund of the storage fee paid, with no administration or payment-processing deduction. Japan logistics are assessed separately.
After storage starts
Once your first bag physically checks in, the 12-month storage period begins. If you simply change your mind after that, unused months are not automatically refundable. Contact us about exceptional circumstances. Any requested transport to retrieve your bag is quoted separately. These change-of-mind arrangements do not limit remedies for a service failure.
Japan logistics cancellations
Storage and transport fees are assessed separately. If a collection, hotel delivery or return-to-storage service has not been performed and no non-recoverable courier cost has been incurred, we refund its fee in full. For a change-of-mind cancellation after booking, any deduction must be an actual, documented, non-recoverable courier cancellation cost disclosed before your transport purchase and lawfully applicable. We do not add an unspecified administration or processing deduction. Rebooking or address changes require confirmation of any new charge before proceeding.
Six-month check-in window
Need more time? Request one free three-month extension to your six-month check-in window, subject to capacity and written confirmation. If no extension is agreed and storage has not started, we will cancel the reservation and refund the storage fee paid. We do not automatically start storage or forfeit your storage fee merely because this window ends.
Renewal
Renewal requires your confirmation and a separate payment. We will not automatically charge your card for another storage year. You can decline the proposed next period and arrange retrieval with support; this does not retrospectively cancel the current paid period.
Refund method
Once a refund is agreed, we arrange it to the original payment method unless another lawful method is agreed with you. We confirm the amount and any applicable documented courier cost. Your payment provider may take additional time to show the credit; contact support if it has not appeared.
Request a review
Email snowlocker@nippondirect.com.au with your membership or logistics reference, the service you wish to cancel and the reason. Do not include card details. Any applicable consumer-law remedy is assessed separately from a voluntary change-of-mind request.
Service failures
Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under applicable consumer law, including Australian Consumer Law where applicable.