1. Operator, role and availability

Home-booking is operated by iHouse株式会社 (“iHouse”, “we” or “us”). Company website: https://ihousejapan.com. Support: support@ihousejapan.com. Our Privacy Notice provides company contact information.

We help customers find accommodation and arrange an approved stay. The intended model is that you pay iHouse and iHouse arranges and pays the supplier. The supplier operates the accommodation. The actual supplier, our arrangement role, relevant contract structure and accommodation conditions must be disclosed before commitment; we do not claim to operate every listed property.

Currently you can submit an authenticated request, review an operator quote, approve a specific quote, track an order and request cancellation. Live inventory and automatic supplier booking are not connected; online checkout is offered only when the relevant merchant channel is enabled. Paid-flow clauses below apply only when the corresponding authorized method is actually enabled and disclosed. A development-stage tool must not be described as instant booking or a working payment service.

2. Accommodation information and complete quotes

Descriptions, photos and starting prices are source information and may change. Facility, room-type and source-declared unit counts do not prove availability for your dates. A starting price is not a final date-specific total.

Before approval, we provide or verify the supplier/property and room, Japan-local dates, guest count, full amount/currency, mandatory taxes and fees, any amount payable locally, payment timing, quote expiry and cancellation/change conditions. Quotes use JPY unless another currency is expressly agreed. Another currency or exchange basis requires explicit disclosure and approval. Optional extras are not added without consent.

Each quote has its stated expiry; search results and old quotes are not guarantees. A changed room, date, price or material condition, or an expired quote, requires fresh approval. Supplier terms retain their original text alongside explanatory translations; resolve ambiguity before acceptance.

3. Approval, payment and supplier confirmation

• Provide accurate stay/contact details and authorize the stated request. You must have legal capacity or the necessary guardian authorization, and authority to provide accompanying guests' necessary information.
• Review and approve the specific quote and conditions. We confirm acceptance of the arrangement request and identify its quote/order record. A draft request is not a confirmed accommodation reservation. General acceptance of these terms does not authorize substitutions, extra fees or unrelated future charges.
• When an enabled method is offered, pay iHouse as disclosed. Do not send payment credentials through chat. We verify receipt; your statement that money was sent is not payment evidence. Late, unmatched or excess payments require reconciliation and do not authorize a different booking.
• We use an authorized supplier channel to arrange and pay for the approved stay. Payment and supplier-pending status are not room guarantees. We verify an uncertain outcome before retrying to prevent duplicates.
• A booking is reported as confirmed only after actual supplier confirmation, with its reference and available stay instructions. The formation and conditions of the supplier accommodation contract are those disclosed and validly agreed for that stay.

The process waits where further approval or verification is needed. Connecting an agent does not grant blanket permission to charge, change rooms, cancel or waive rights.

4. Fees, commission and records

First-release fee rule: no separate customer booking-service fee beyond the clearly itemized, approved quote. A later fee must be disclosed before approval and cannot be added to an existing approved quote without fresh consent.

We may earn a supplier-paid commission under a separate supplier agreement. It is not an additional 10% surcharge to you or a reason to reduce a customer refund. The actual basis, rate, timing and settlement depend on that agreement; this notice does not assert that every supplier has signed a 10% arrangement. Paid placement or a commercial relationship influencing a recommendation must be appropriately identified.

We provide a payment receipt or equivalent record for funds collected by iHouse. Accommodation/tax invoices must identify the appropriate issuer and scope; our receipt is not automatically a tax invoice from the supplier.

5. Unable to arrange the approved stay

If we cannot obtain the approved stay and no binding supplier commitment or other specifically authorized arrangement has arisen, you may decline an alternative. Our rule: refund the full JPY amount iHouse collected for that unsuccessful arrangement, without our cancellation penalty or deduction of our payment-processing fee. A substitute room, higher amount or voucher requires your approval.

For an unknown supplier outcome, we first verify the original attempt and give an update; we do not falsely report either confirmation or completed refund. Uncertainty is not permission to hold funds indefinitely. A delay making the stay impracticable must be escalated and the available remedy explained promptly.

For our own duplicate handling, wrong arrangement, incorrect amount or other error, we correct it and apply the customer's rights/remedies under the agreed conditions and applicable law. We do not shift all consequences of our own fault to the customer.

6. Cancellation, changes and refunds

Use your authenticated order or support@ihousejapan.com. A request, supplier cancellation and actual refund are separate states. The supplier conditions disclosed for your quote govern any valid cancellation/no-show charge; there is no blanket non-refundable rule. Changes may need a new availability check and quote.

Our rules: before a binding supplier commitment exists, refund the amount held without an iHouse cancellation fee. If a binding commitment exists, apply only the relevant, previously disclosed and authorized charges. A timeout is not evidence of no commitment. A separate chargeable service must have been clearly agreed before it was incurred.

We explain refundable amounts and valid deductions, and provide a refund record. Refunds normally follow the original payment route; another route needs verification and agreement. We do not make customer refunds conditional on recovery of our supplier commission. A supplier's delay does not remove iHouse's own obligations, and timing must meet applicable commitments and law.

Our processing target: initiate an approved refund within 7 business days after entitlement and amount are established, unless a shorter deadline applies. The payment institution may take additional posting time. We report the actual state and investigate abnormal delay. For a JPY payment we refund the due JPY amount; an issuer's separate conversion may change the customer's home-currency figure. Third-party charges cannot become an undisclosed iHouse deduction.

Exceptional events or a later supplier-policy change are not automatic consent to a new charge or waiver of mandatory rights. We explain actual options and obtain approval for a replacement or change.

7. Support and processing targets

Our service hours: 10:00–19:00 Japan time, Monday–Friday, excluding Japanese public holidays and notified closures. Business days follow that schedule. First service response target: within 1 business day. Manual-arrangement target: within 1 business day after valid approval, verified sufficient payment and complete details, subject to quote validity and the supplier's actual response.

These are not instant-booking or 24-hour emergency-service promises. If a request cannot reasonably be handled before check-in or quote expiry, we explain that before requesting payment. We communicate meaningful pending, unknown, failed, confirmed, cancellation and refund states. A response target does not override a shorter contractual or mandatory deadline.

We disclose actual staffed support languages and notification channels. Catalog translations do not promise staffed support in every language. Urgent on-site issues may require the accommodation's disclosed local contact or appropriate local emergency service.

8. Customer responsibilities and privacy

Use only your own authorized identity, protect credentials and check guest/stay details, capacity, local charges and house rules. Do not seek another customer's records. Privacy or consumer rights are not waived by a dispute or cancellation. The Privacy Notice covers necessary data handling; booking consent is not unrelated marketing consent.

9. Responsibility, complaints and legal protections

The supplier is responsible for the accommodation it operates; iHouse remains responsible for its own arrangement, collection, support and other agreed obligations. A third party's involvement is not blanket immunity for iHouse. There is no automatic cap reducing every claim to our commission or zero.

Send complaints with the order reference to support@ihousejapan.com. We acknowledge, investigate, explain next steps and preserve relevant records. These terms do not exclude rights or remedies that cannot validly be excluded.

Governing-law approach: Japanese law, preserving applicable mandatory consumer protections and access to a competent court/complaint procedure. This draft does not impose exclusive Osaka jurisdiction or waiver of another mandatory forum. Paid arrangements are offered only within our actual authorized business scope and applicable requirements; these terms do not assert any unverified registration or supplier authority.

10. Versions

We preserve the terms and quote version approved. Updates apply prospectively with appropriate notice and required consent; they do not silently raise an amount, replace a supplier, change cancellation conditions or erase accrued refund rights. This version is effective from 6 November 2026.