Refund Policy
We want you to feel completely confident using Torii. Because we charge on a transparent, per-case credit basis rather than locking you into recurring monthly subscriptions, our refund terms are simple, fair, and straightforward.
All unused case credits purchased within the last 30 days are fully refundable upon request.
1. How Credits & Billing Work
• Pay-As-You-Go: Torii does not charge recurring monthly or annual subscription fees. You only purchase passes when you need them.
• 1 Pass = 1 Case Packet: A pass entitles you to unlimited revisions, form re-exports, checklist regenerations, and validation checks for that specific application case.
• 3 Free Starter Passes: New users receive 3 free passes upon signing up. Free passes carry no monetary value and are not eligible for cash refunds.
2. 30-Day Money-Back Guarantee for Unused Passes
If you purchased case credits and have not used them to generate or export a completed application packet, you may request a 100% refund within 30 days of the purchase date.
No questions asked. Once approved, the refund will be credited directly back to the original payment method.
3. Technical Failure & Generation Malfunctions
If a technical bug, system error, or generation defect on Torii's platform prevents your statutory immigration forms from properly populating, formatting, or exporting, and our engineering team cannot resolve the problem within 48 hours of your support ticket, you are entitled to:
• A full monetary refund of the credit used for that case; or
• An immediate free credit replacement to your account balance, at your choice.
4. Non-Refundable Circumstances
We cannot issue refunds under the following conditions:
• Government Decisions: Visa refusals, denials, issuance delays, or granting of shorter validity periods by the Immigration Services Agency of Japan. Because government outcomes depend entirely on official discretion and applicant eligibility, Torii cannot guarantee or refund based on immigration results.
• Successfully Exported Packets: Cases where the full document package has been successfully generated, downloaded, and reviewed without technical defect.
• Purchases Older Than 30 Days: Credit purchases made more than 30 days prior to the refund request.
Fair Resolution Commitment
If you encounter unusual circumstances or feel your experience did not meet our high standard of quality, please reach out. We review every situation thoughtfully and strive for a fair resolution.
5. How to Request a Refund
To request a refund, simply send an email to support@torii.jp with:
1. Your registered account email address;
2. The Stripe payment receipt or transaction ID;
3. The reason for your request (and case ID if reporting a technical glitch).
Our team will process your request within 2 business days. Approved refunds typically appear on your credit card or original payment statement within 5 to 7 business days depending on your financial institution.