Cancellation Policy

• KIX Delivery Service requires online booking and payment. If you choose a same- day service, kindly retain the booking number provided in the confirmation email. Failure to present the booking number shall result in the forfeiture of any refund claims.
• If your baggage exceeds 160 cm in combined length, width, and height or weighs more than 30 kg, an oversize baggage fee of ¥660 shall be charged.
• The Company shall reserve the right to refuse transportation of the following items.
  • ① Cash, securities, credit cards.
  • ② Valuables.
  • ③ Legally prohibited items
  • ④ Hazardous items specified by the International Air Transport Association (IATA), e.g., explosives, flammable liquids, poisonous substances, and other hazardous materials and attachments.
  • ⑤ Weapons.
  • ⑥ Poorly packed or easily damaged items, items that spoil easily, require refrigeration or freezing, items that emit foul odors, and items that may cause a nuisance to others.
  • ⑦ Animals.
  • ⑧ Items that may pose a threat to people, loaded objects, or aircraft.
• Baggage must be received on the specified date. Failing to do so shall incur an additional storage charge.
• The customer must claim their baggage within three months of the specified delivery date. If the baggage is unclaimed after this period and the customer has not requested extended storage by paying additional charges, the Company shall reserve the right to dispose of the baggage. If we dispose of the baggage, we shall promptly inform the sender.
• If the baggage is found to be hazardous during transit, it shall be removed and disposed of to prevent any harm to the transport. The customer shall be responsible for any costs incurred during the disposal process.
• The Company’s liability for lost or damaged baggage begins when we receive the baggage from the customer.
• The Company shall not be responsible for any damages, loss, or delay of baggage or for any damage that does not affect the original function of the baggage, e.g., scratches, due to the following reasons.
  • ① Cosmetic damage and natural wear and tear to the baggage.
  • ② Baggage weighing more than 30 kg.
  • ③ Damage caused by aging or other baggage-specific defects.
  • ④ Loss of protruding objects such as suitcase handles, casters, and accessories such as straps and name tags.
  • ⑤ Minor damage, e.g., scuffs, soiling, dents.
  • ⑥ Ignition, explosion, dampness, mold, decay, discoloration, rust or other similar conditions due to the nature of the goods.
  • ⑦ Fires caused by baggage content at airports and hotels not under the Company’s control.
  • ⑧ Unexpected traffic disruptions resulting from severe weather conditions, major accidents, and similar occurrences.
  • ⑨ Earthquakes, tsunamis, high tides, floods, storms, landslides, earth avalanches, and other acts of God.
  • ⑩ Suspension, opening, confiscation, seizure, or delivery of baggage in transit to third parties due to legal or public authority actions.
• The Company shall compensate for damage caused by the loss of baggage within the limit of liability (the value of the baggage or 300,000 yen, whichever is lower).
• The Company shall compensate for any damage to baggage caused by reasons for which the company is responsible. Compensation shall be provided within the limits of the baggage’s value and according to the degree of damage.
• The Company shall reimburse the customer’s travel expenses in the event of lost, severely damaged, or delayed baggage due to acts of God or other unavoidable reasons or for reasons for which the Company is responsible.

• Reservations can be canceled free of charge until 23:59 (Japan time) the day before the scheduled date. Please be aware that no refunds shall be issued for cancelations made on the same day.

1 October 2024
Maruwa Transport Co., Ltd.