General Terms and Conditions

1. Terms and Conditions

1.1. These terms and conditions (Terms and Conditions) apply to the use of any services (The specific definition is listed under 2.1., "Services") provided by the online accommodation booking service Relux ("Relux"), operated and administrated by Loco Partners Ltd. ("Company"), including but not limited to hotel reservations, by customers (all users using Relux’s services whether they be “Members” [all registered Relux members with member IDs] or “Visitors” [non-members without Relux membership and without member IDs], individuals or corporations).
1.2. All precautions ("Precautions"), if any, provided by the company, are an extension of the Terms and Conditions.
1.3. By using the Relux site and services the customer is hereby in agreement with Relux’s privacy policy and in agreement with all items in this user agreement.
1.4. When the Company enters contracts other than the standard reservation contract with a Customer, the terms and conditions of those contracts have priority over the Terms and Conditions. These Terms and Conditions are applied to the contracts for the issues not covered.
1.5 When a Visitor uses the Services, some functions・services (E.g. coupons or concierge services, etc.) may be unavailable in addition to the matters clearly indicated in this Terms and Conditions and/or any other terms issued by the Company. For details, please refer to Precautions for each function and service.

2. Services and Agreement

2.1. Relux provides an online platform for Customers to book Guest rooms and Facilities ("hotels") registered on the website.
2.2. The ryokan (Japanese-style inns) and other facilities featured on Relux ("Featured Facility(-ies)") are responsible for the accommodation services ("Facility Services") provided. Loco Partners.inc is not responsible for any of the services.
2.3. When a Customer books a reservation through Relux, an agreement(an accommodation agreement or a use agreement for the facility or services; hereinafter, simply "Usage Agreement") regarding the use of the relevant facility services between the featured facility and the user (The actual user of the service, not the Customer who made the reservation, "User". As clearly indicated in Article 3 and Article 4 of this Terms and Conditions, the actual user of the service is responsible for charges including usage fees, cancellation fees, damage compensation. In addition, the Customer who makes the reservation and the actual user of the service are obligated to agree on the fact that the actual user of the service is responsible for any charges.) shall take effect at the time when a "reservation number" is issued on the computer system of Relux and clearly indicated on the screen of the Services for application for the relevant reservation. However, even if a "reservation number" has not been indicated due to any circumstances including communication circumstances or failure of the computer, though it has been issued, when a Customer is able to confirm the reservation details by using the "reservation reference/change/cancellation" functions of Relux, the Usage Agreement shall take effect.
2.4. In the case of the preceding paragraph, Company shall deliver a "reservation confirmation email" stating a "reservation number" to the email address designated by a Customer in advance, in order to certify that the Usage Agreement will take effect; provided that, under no circumstances including cases where a Customer cannot receive a "reservation confirmation email" due to reasons not attributable to the Company such as communication situations or typos in email addresses shall the Usage Agreement be invalidated.
2.5. When the Usage Agreement takes effect between the facility and a Customer in accordance with this article, it is assumed that the Customer has agreed to all obligations including bearing the cancellation charges separately determined by the relevant facility.

3. Payment

Payments can only be conducted on-site (at the facility) or pre-paid (by credit card).
3.1. On-site payment
Customers (If the Customer who made the reservation and the User are different people, the User is responsible for the payment) pay directly to the facility, at the accommodation.
3.2. Pre-payment by Credit Card
Customers complete the payment by credit card, once the reservation is completed.
(1) The credit card used during transaction must belong to the Customer (If the Customer and the User are different people, the User is responsible for the payment). However, if the company is notified and approves, credit cards which belongs to the Customer can also be used.
(2) If a trouble occurs due to illegal transactions regarding credit card thefts (false credit card information input, using other people's credit cards, etc.) Customers and Users are responsible and the company has the right to charge Customers and Users for compensation.
(3) If for whatever reason, the credit card used during transaction is rejected by the credit card company, the company has the right to take appropriate action (changing the payment method, reservation cancellation etc.) without the approval of the Customers or Users, and will take no responsibility for any complaints nor payments occurred during the process.
3.3. A Customer (Even if the Customer who made the reservation and the User are different people, Article 3.3. applies to both the Customer who made the reservation and the User.) understands that the the costs for all of the services ("Usage Charge") presented by the facility is subject to change. Consumption tax is always included in the Usage Costs but the inclusion of other taxes (service taxes, hotel taxes, hot-spring bath taxes etc.) varies depending on the accommodation.
3.4. If the Usage Charge changes after the taking effect of a Usage Agreement and a Customer changes the reservation details thereafter, the Usage Charge after such change shall apply to such a Customer; provided that, if the changed details are limited to both or either of the number of accommodation days and/or the number of rooms, the Usage Charge before such change shall apply to such a Customer.
3.5. In the case of extra charging (hot-spring bath taxes, hotel taxes, food & drinks etc.) Customers shall pay directly to the relevant facilities.
3.6. Relux may introduce a price converted from Japanese yen to an adequate currency as a price reference. However, please be aware that all transactions will be made in Japanese yen. Also, the price marked in currency other than yen is provided by a third party and the exchange rate may differ from when the customer makes their reservation. We do not guarantee nor take responsibility of the difference in the exchange rate which may occur.

4. Reservation Changes, Cancellations & Prohibition of No-contact Cancellation

4.1. When cancelling a reservation for the Guest Rooms (Even if the Customer who made the reservation and the User are different people, Article 4.1. applies to both the Customer who made the reservation and the User), a Customer shall confirm the reservation details through the "reservation details reference screen" on Relux’s website. Reservation made via internet are to be cancelled via internet.
If a Customer who has made a reservation through the internet tries to cancel after the expiration of the "time when a change can be made through the internet" on the reservation details reference screen, such a Customer shall directly notify the Featured Facility of such Customer’s intention to cancel and promptly follow cancellation procedures.
However, if a Customer loses the reservation number necessary for confirming one’s own reservation details, or an email stating a reservation number and a confirmation key fails to reach such Customer due to any circumstances, or confirming reservation details becomes difficult or impossible, the Customer shall request the Company to re-send an email stating a reservation number and a confirmation key, and follow cancellation procedures promptly after receipt of such an e-mail.
If a Customer fails to receive a reservation confirmation email re-sent within the period designated by the Company due to any reasons, such Customer shall inquire the contact designated by the Company and follow cancellation procedures for the relevant Featured Facility.
If the relevant Featured Facility suffers any damage as a result of a Customer failing to take such procedures, such Customer shall be responsible for indemnifying such damage.
4.2. If a Customer cancels a reservation, a cancellation shall take effect at the time set forth in the following:
(1) If a Customer cancels a reservation by himself/herself through the Internet: at the time when reservation details are deleted from the "point and reservation status reference screen" on Relux;
(2) If a Customer directly notifies the Featured Facility and cancels a reservation: at the time when the Featured Facility notifies the Customer of the acceptance of such reservation cancellation;
(3) If cancelled in a manner otherwise: at the time when the Company notifies a Customer of the completion of reservation cancellation in accordance with the designated manner.
4.3. If it turns out that the relevant services cannot be used on the scheduled date of use of the Facility Services, a Customer shall promptly notify the relevant Featured Facility of such, and follow the instructions of the relevant Featured Facility. If a Customer is responsible for paying the cancellation charges to the relevant Featured Facility, the Customer shall pay the cancellation charge designated by the relevant Featured Facility in the designated manner and by the designated date.
4.4. If a Customer fails to appear on the scheduled date of use of the Facility Services without any prior notice, and fails to use the relevant Featured Facility, the Company and the Featured Facility shall deem such failure as cancellation without notice, and may take necessary measures (including legal measures) such as the suspension of the use of all the Services relating to Relux or the cancellation of membership. A Customer must pay the cancellation charge designated by the relevant Featured Facility in the designated manner and by the designated date.
4.5. If a Member changes a reservation that has taken effect, the Member may follow the procedures for such change on the Internet for a reservation made through the Internet, and via a reservation center for a reservation made through a reservation center. If a Member who has made a reservation through the Internet tries to change the reservation details after the expiration of the "cooling off period" on the reservation details reference screen, such a Member shall directly notify the Featured Facility which the Member reserved. Visitors may not make any changes on reservations through Relux. If a Visitor wishes to change a reservation, it is required for the Visitor to make a new reservation after cancelling the original reservation. Even if the Visitor is charged for cancellation fees, the Company will not bear the charges. The Visitor is responsible for the cancellation fees.
4.6. If a Customer changes a reservation, the change will be completed at the time set forth in the following:
(1) If a Member changes a reservation through the Internet: at the time when the reservation details indicated on the "point and reservation status reference screen" on Relux are changed;
(2) If a Customer directly notifies the Featured Facility of the change of a reservation: at the time when the relevant Featured Facility notifies the Customer of the acceptance on the change of the reservation;
(3) If cancelled in a manner otherwise: at the time when the Company notifies the confirmation to the Customer regarding the change of the reservation.
4.7. Cancellation fees could be charged depending on the day the changes of the reservation were made. In this case, a Customer must pay the cancellation charges in the manner and by the date designated by the relevant Featured Facility.
4.8. Even if a Customer does not desire cancellation of a reservation, if the Company judges that the reservation details of a Customer conflict with the law, or reasonably judges them inappropriate, the Company or the relevant Featured Facility has the right to cancel the relevant reservation.

5. Customer Terms and Conditions

5.1. Without the prior approval of the Company and the relevant Featured Facility, a Customer shall not reproduce or transmit any information obtained by the use of Relux for any purpose other than for the purpose of the Customer’s own private use, and shall not otherwise allow such information to be used by any third party in any way.
5.2. If a Customer intends on making a reservation at a Featured Facility which requires a reservation deposit, the Customer must make payment before the due date designated by the Featured Facility. However, even if the Customer fails to make payment by the due date, the reservation will not be automatically cancelled.
5.3. Customers must agree in advance that, in the circumstance set forth in the preceding paragraph, the Customer fails to pay the relevant reservation deposit, despite a request made via e-mail, etc., or that the Customer cannot be contacted, then the Featured Facility will have the right to determine that the reservation has been cancelled without notice. However, the reservation shall be valid until the Featured Facility has notified the Customer of the cancellation of the reservation.
5.4. A Customer shall be responsible for directly performing the Usage Agreement with the Featured Facility and shall make direct inquiries or requests to the Featured Facilities regarding Facility Services.
5.5. A Customer must fully understand and comply with the terms and conditions separately determined by the Featured Facility.

6. Violations of Terms and Conditions

6.1. If the Customer breaches any of the matters to be complied set forth in the preceding Article, or if the Company determines any act of the Customer to be a violation of the operation of the Services, the Company reserves the right to cease the Customer from such actions and cancel the Usage Agreement between the Customer and the Featured Facility, or delete any posted information, and may take necessary measures (including legal measures) against the Customer. Suspension of the use of all Services, the disqualification of the membership, the termination of the membership, and the demand for damage payments (including any legal actions it may require) are all possible consequences of the violation of the terms and conditions.
6.2. If the Company presumes that a Customer is in breach of the matters to be complied with as set forth in the preceding Article, or the Company otherwise reasonably determines any act of the Customer to be incompatible with the operation of the Services, the Company may verify the details of such act with the Customer.
6.3. Based on this Article and this Terms and Conditions, all coupons and points held by the Member become invalid once the Company disqualifies and/or terminates the membership of the Member.

7. Relux Points

The Company issues Relux points("Points") to Members who have used the services of this Company following its policies ("Point Issuable Transaction"). This Point service ("Point Service") allows Members to use Points for the Services ("Point Usable Transactions") following the Company’s terms ("Point Conditions"). However, if the Member who reserved and the actual Service user is different, neither will be issued points. The Point Service does not apply to Visitors. If the Member who made the reservation and the User are different people, the Points will be given to the Member who made the reservation.

8. Point Issuable Transactions

The Company issues Points to Members in the following cases.
(1) When a Member uses the Services and made a reservation for a Point Issuable Transaction.
(2) When a Member invites a new Member to Relux through the Company’s system and the new Member makes a reservation through Relux.

9. Point Issuing Conditions

The Company will grant Points to Members in the following cases.
9.1. When a Member has made a Point Issuable Transaction as defined in Article 8 (1)
(1) Points which are in subject is based on the total price of the reservation shown on the reservation screen. However, the following costs listed below are not included in the total price.
ⅰ) Additional fees such as meals not reserved through the Services.
ⅱ) Tax and service charges not included in the Services.
(2) The Point issuing rate shown on the reservation page is generally applied, but it is not applied to all of the lodging reservations.
(3) Points are issued 7 days after check-out date.
(4) Points have the validation period of 12 months since the issued date. They could be used until the last day of the last month of the 12 month period. However, if another Point Issuable Transaction is made during this period, the validation period for the previously unused points is extended for another 12 months and so on.

10. Point Usable Transactions

Members can use Points to book through Relux.

11. Point Conditions

Points carry a value of 1Point = 1JPY. Members can use up to 100,000 Points per transaction.

12. Exceptions

There are cases in which the Company issues Points for different conditions than of those written above. In those cases, the Company will the different conditions. Also, the clarified conditions shall have priority over the existing conditions.

13. Point Issuance

13.1. The Company shall issue Points in accordance with its conditions.
13.2. If a Member has doubts on the number of Points one possesses, the Member should directly contact the companies and shops that deals Points. Unless the negligence and fault is directly made by the Company, the Company takes no responsibility in these cases.
13.3. Even if Points were granted to the customers following Article 8 and 9, if the Member breaches the Terms and Conditions or if the Company deems the issuing was inappropriate or that the terms for the points changed, the Company has the right to cancel a portion or all the Points granted.
13.4. When the Company decides to cancel the Points issued due to any of the conditions indicated in Article 13, clause 3, but the Points were already used, the Company could demand the Member to pay back the necessary amount of money based on the fact that 1Point = 1JPY.

14. Point Usage

14.1. Members, following the Point Conditions, could use their possessed Points to pay for a part of or the entire Point Usable Transaction.
14.2. If a reservation paid by Points was cancelled, or the amount of Points is reduced, the Company will repay the amount in cash or in Points.
14.3. If a Member has its Points cancelled after making a transaction through Points, the corresponding transaction will be cancelled or postponed. The Member shall follow the Company’s orders from then.
14.4. Other than the cases clearly stated on the Company’s website, Members shall not transfer, inherit or trade Points.

15. Reviews

Members could write reviews regarding the facilities they have reserved and stayed at. Visitors are not eligible for posting reviews. For more information, check the review guidelines.
Review guidelines:https://rlx.jp/hotels/review_guide/

16. Copyright

16.1. Without the Company's prior approval, a Customer may not use any content, provided via Relux, beyond the scope of the Customer’s private use as set forth in the Copyright Act.
16.2. If there is any dispute as a result of a Customer’s breach of any provision of this Article, the Customer shall be responsible for resolving the dispute at the Customer's own expense, and shall not cause damages to the Company or any third party.

17. Adjustments of the Posted Facilities

17.1. Customers agree that Featured Facilities may be changed (including additions of facilities and termination of participation) without prior notice, for the convenience of the Company and the Featured Facilities.
17.2. If a Usage Agreement exists when the Featured Facility made adjustments, the Usage Agreement shall remain in force and the changes made to the Featured Facility shall not affect the Usage Agreement.

18. Temporary Discontinuation of Relux and Services

Where any of the following applies, the Company may temporarily discontinue the operation of Relux and the Services without any prior notice to the Customers:
(1) Relux is being maintained or changes are made to the specifications of Relux;
(2) A natural disaster or any other state of emergency has occurred or is likely to occur, which makes the operation of Relux and the Services impossible;
(3) The Company determines that the temporary discontinuance of the Services on Relux is necessary for an unavoidable reason.

19. Discharge of Obligation

19.1. The Company shall have no obligation to investigate the business conditions, etc., of the Featured Facilities.
19.2. The Company makes no warranty regarding the Facility Services, etc. Furthermore, any information regarding the Featured Facilities, etc., is directly registered on Relux by the Featured Facilities, and the Company makes no warranty as to the accuracy, completeness, usefulness, etc., of such information. If there is any problem between the Customer and the Featured Facilities regarding the Facility Services, etc., the Company shall not be liable except where such problem is due to a cause attributable to the Company.
19.3. The company shall not be held liable for the damages due to various reasons (natural disasters, telephone line congestions, equipment failure or equipment maintenance, the termination of the Featured Facility's participation, or any alteration or divulgence of information by a third party or similar) unless the damages are due to a cause attributable to the Company.
19.4. It is assumed that the Members properly manage passwords and ID numbers. If a third party accesses Relux through a Member's information, the company assumes the Member has accessed the system and will not be held responsible for any damage caused to the Member in this case.
19.5. In addition to each of the preceding paragraphs, the Company shall not be held liable for any dispute arising between Customers and Featured Facilities regarding the Services, except where such dispute is due to a cause attributable to the Company.
19.6. Although the Company is held liable in accordance with the provisions of any of the preceding paragraphs, unless the Company has acted intentionally or with gross negligence, the Company's liability shall be limited to direct and general damages that does not exceed the commission it received through the reservation at question.

20. Modification of the Terms

20.1. The Company may modify (including making additions or deletions) these Terms and the Precautions without any prior notice to the Customers. The Customers must make sure to check these Terms and Precautions each time they use the Services.
20.2. If a Customer uses the Services after any modification is made to these Terms and Precautions, the Company shall be considered to have agreed to the modified Terms and the modified Precautions.

21. Prohibition of Transferring Rights and Duties

21.1. A Customer may not transfer to any third party or encumber its status as a Customer of the Services, or any rights and obligations arising from such status, except where such assignment or encumbrance has been approved by the Company in advance.
21.2. If the Customer breaches any of the matters to be complied set forth in the preceding Article, the Company reserves the right to cease the Customer from such actions and cancel the Usage Agreement between the Customer and the Featured Facility or delete any posted information, and may take necessary measures (including legal measures) against the Customer. Suspension of the use of all Services, the disqualification of the membership, the termination of the membership, and the demand for damage payments (including any legal actions it may require) are all possible consequences of the violation of the terms and conditions.

22. Lowest Price Guarantee

If the same accomodation plan reserved through Relux is more expensive than that of other accommodation booking websites, the Company will balance out the difference for the Members. For more information check Relux's lowest price guarantee. Visitors are not eligible for Lowest Price Guarantee.
About Relux Lowest Price Guarantee:https://rlx.jp/hotels/bestrate

23. External Services

23.1. When a Member uses Facebook and other external services(“External Services”) to register for the Services, the Member is agreeing to the Company posting on the External Services on behalf of the Member. When a Member logs in through the External Services, the Company requires permission to access the data and only when permission is granted could the Member log in through External Services.
23.2. When using External Services, a Member is agreeing to all the terms and agreements of the External Service provider.
23.3. If a Member wants to use an External Service, the Member shall take advantage of the services at one’s own risk. The Company takes no responsibility in External Services.

24. Handling of personal information

24.1. The company shall manage the customer’s personal information in accordance with the privacy policy agreed to by the customer.
24.2. Relux provides the following information to third parties, and users must agree to the following terms.
(1) Recipient
KDDI Corporation (hereinafter referred to as “KDDI”) and KDDI affiliates (As specified in Article 8, Paragraph 8 of the Regulations on Terminology, Form and Preparation Method of Financial Statements, etc., and is collectively referred to as “KDDI & al.”)
(2) Information to be provided
- Membership registration information (including Relux membership registration date and ID)
- Member reservation history
- Member auID
(3) Purpose
KDDI & al. use Relux's personal information to provide products and various services provided by KDDI & al. (Telecommunications services, content services, au Smart Pass, au Smart Pass Premium, au Electric, au Life Insurance, au Damage Health, au loans, etc.), providing various information, conducting advertisements including targeting advertisements, analyzing the effectiveness of advertisements and improving the effectiveness of advertisements. Besides, KDDI & al. may analyze and use Relux's gathered personal information for marketing purposes by collating it with information such as auID user info held by KDDI.

25. Prohibited Items for Customers

25.1. In using the Services, a Customer shall not:
(1) Commit any act that infringes or is likely to infringe any copyright or other intellectual property right of the Company or any third party;
(2) Commit any act that infringes or is likely to infringe any property or privacy of the Company or any third party;
(3) Other than (1)(2), commit any act that could damage or disadvantage other Customers, the company or any third party;
(4) Act against public order and morals;
(5) Criminal act, conduct or lead to criminal acts, or acts with the fear
(6) Act for the purpose of profit without consent of our through the system or taken in conjunction with the present system, or acts for the purpose of its preparation (7) Access unauthorized member passwords and member IDs
(8) Register membership with false information
(9) Use harmful programs such as computer viruses
(10) Commit any other act which is in breach of, or likely to be in breach of any applicable law or regulation.
(11) Take part in any other activities that the company deems inappropriate.
25.2. If the Company observes any acts in the preceding paragraph, it could take appropriate measures such as terminating any rights to use the Services, disqualifying or cancelling membership without notice. In addition, Customers are to take extra caution to not cause harm to other Customers and third parties. If a Customer causes harm to another Customer, third party or the Company, the Customer is legally responsible for all the harm caused.

26. Jurisdiction

These Terms and Conditions shall be governed by the laws of Japan. All disputes regarding these Terms and Conditions shall be resolved by the exclusive jurisdiction of the Tokyo District Court or the Tokyo Summary Court in the first instance.

Last Revised September 3, 2019
Loco Partners Inc.