1. Terms of Service

TRASTRA provides online consultation, remote Japan support, emergency assistance, and on-site concierge services for international athletes and their travel parties.

TRASTRA may operate from outside Japan while coordinating and providing services in Japan through its own network, local staff, contractors, and third-party service providers.

By requesting, booking, or purchasing a TRASTRA service, the client agrees to the scope, limitations, payment conditions, and policies described on this website and in any applicable quotation, booking confirmation, or service agreement.

TRASTRA provides research, information, reservations, communication assistance, coordination, and local support.

TRASTRA does not guarantee competition results, travel outcomes, product availability, successful reservations, or the performance of independent third-party service providers.

2. Payment, Deposits & Expenses

Unless otherwise agreed in writing, TRASTRA service fees are payable in advance.

Third-party costs and actual expenses are separate from TRASTRA service fees and may include:

• transportation

• taxis and hired vehicles

• accommodation-related charges

• food and merchandise

• delivery and courier fees

• tickets and facility fees

• gym, tanning, grooming, and recovery services

• photographers and external staff

• drivers

• medical providers

• other third-party services

TRASTRA may require an advance expense deposit before making purchases, bookings, or arrangements on behalf of a client.

Any additional expenses or shortfall in the deposit must be paid when requested or settled after completion of the service.

TRASTRA may delay the start of work until required service fees and deposits have been received.

3. Cancellation, Changes & Availability

Cancellation and refund conditions may vary depending on the service, timing of cancellation, work already completed, third-party bookings already made, and expenses already incurred.

Unless otherwise stated in an individual quotation or booking condition:

• Japan Ready services will generally become non-refundable once research or preparation work has started.

• TRASTRA SOS fees are non-refundable once work has commenced.

• Fees already paid to third-party providers are subject to the cancellation and refund policies of those providers.

• TRASTRA Premium and other on-site services may be subject to separate cancellation conditions depending on date, duration, location, and staff commitment.

Changes to service dates, location, support hours, or requested scope may result in additional charges.

On-site support, urgent assistance, and TRASTRA SOS are subject to staff availability, location, time, and the nature of the request.

TRASTRA does not guarantee 24-hour availability or immediate response unless specifically agreed in writing.

4. Client Responsibilities

Clients are responsible for providing accurate, complete, and timely information necessary for TRASTRA to perform the requested service.

Clients are responsible for independently confirming and managing:

• competition registration

• eligibility requirements

• entry deadlines

• weigh-in times

• check-in times

• competition schedules

• categories

• competition rules

• organizer instructions

• required documents and equipment

Clients must comply with venue rules, accommodation policies, reservation conditions, applicable laws, and instructions from third-party providers.

TRASTRA may refuse requests that are illegal, unsafe, abusive, misleading, or materially outside the agreed service scope.

5. Fair Use & Additional Work

Remote concierge and support services are provided on a reasonable-use basis.

Requests requiring unusually high workloads may incur additional fees, including:

• extended research

• repeated telephone calls

• contacting multiple stores or facilities

• complex sourcing

• repeated reservation changes

• extensive translation or communication support

• long-duration coordination

• requests materially outside the agreed service scope

TRASTRA will normally inform the client and obtain approval before proceeding with chargeable additional work.

Where prior approval is not reasonably practical because immediate action is necessary, TRASTRA may proceed with reasonable measures appropriate to the situation and will inform the client of the action taken and any related charges as soon as reasonably possible.

6. Scope of Responsibility & Disclaimer

TRASTRA provides information, research, reservations, coordination, communication assistance, and local support.

TRASTRA does not manage or guarantee official competition information or outcomes.

TRASTRA does not guarantee:

• competition participation or results

• successful reservations

• product or inventory availability

• recovery or return of lost property

• transportation schedules or uninterrupted operation

• third-party service performance

• accommodation or facility availability

• weather conditions

• organizer decisions or schedule changes

Information provided by TRASTRA is based on information reasonably available at the time of support and may change afterwards.

Nothing in these terms is intended to exclude or limit liability where such exclusion or limitation is not permitted by applicable law.

7. Third-Party Services

TRASTRA may coordinate or introduce independent third-party providers such as:

• hotels and accommodation providers

• transportation companies

• drivers

• restaurants

• gyms and facilities

• photographers

• recovery specialists

• medical professionals

• delivery and courier services

• other external service providers

These providers operate independently from TRASTRA unless expressly stated otherwise.

TRASTRA does not control or guarantee the independent decisions, conduct, availability, service quality, or performance of third-party providers.

Any direct contract, purchase, treatment, transportation, or service provided by a third party may also be subject to that provider’s own terms and conditions.

8. Medical & Professional Services Disclaimer

TRASTRA is not a medical provider.

TRASTRA does not provide:

• medical diagnosis

• medical decisions

• treatment decisions

• medication instructions

• prescription advice

• hormone management decisions

• emergency medical treatment

Where requested and available, TRASTRA may coordinate access to qualified physicians, clinics, or other medical professionals.

All diagnosis, treatment, prescriptions, medication decisions, and medical advice must be provided directly by appropriately licensed medical professionals.

Third-party physicians and medical providers exercise their own independent professional judgment.

TRASTRA does not guarantee the outcome, advice, diagnosis, or treatment provided by any independent medical professional.

9. Personal Information & Privacy

TRASTRA may collect personal information voluntarily provided through contact forms, booking requests, service inquiries, direct communications, or during service delivery.

This may include:

• name

• nationality

• contact information

• travel dates

• competition information

• accommodation information

• requested services

• information necessary to arrange support

• health-related information voluntarily provided where necessary for medical coordination

Personal information may be used for:

• responding to inquiries

• preparing quotations

• arranging and providing services

• reservations and coordination

• communication with necessary third-party providers

• payment and administrative purposes

• internal service improvement

TRASTRA does not sell personal information to advertisers or unrelated third parties.

Personal information may be shared with contractors, external staff, hotels, transportation providers, medical providers, facilities, or other service providers only to the extent reasonably necessary to provide the requested service.

Where personal information is handled by contractors or service providers outside the client’s country of residence, TRASTRA will take reasonable steps to manage such handling appropriately in accordance with applicable requirements.

TRASTRA will retain personal information only for as long as reasonably necessary for business, legal, administrative, or service purposes.

Reasonable organizational and technical measures will be taken to protect personal information from unauthorized access, loss, misuse, or disclosure.

Clients may contact TRASTRA through the official contact form regarding requests concerning access, correction, or deletion of personal information, subject to applicable legal requirements.

Where cookies, analytics, or similar technologies are used on the website, information may be collected for website operation, security, and service improvement.

10. Suspension or Refusal of Service

TRASTRA may refuse, suspend, or discontinue a service where reasonably necessary, including in cases involving:

• non-payment

• abusive, threatening, or harassing behavior

• illegal requests

• unsafe activities

• materially false or misleading information

• excessive demands outside the agreed scope

• instructions that may place staff, clients, or third parties at unreasonable risk

Where appropriate, TRASTRA will inform the client of the reason for suspension or discontinuation.

Fees for work already completed, expenses already incurred, or third-party charges may remain payable.

11. Operating Base, Governing Law & Jurisdiction

TRASTRA may operate from outside Japan while providing and coordinating services in Japan.

The applicable contracting entity, operating base, governing law, and jurisdiction may vary depending on the nature of the service, contracting structure, client location, and any mandatory laws that apply.

Where necessary, the applicable governing law and jurisdiction will be specified in the relevant quotation, booking confirmation, or individual service agreement.

Nothing in these terms overrides any mandatory legal rights or protections that apply to the client.

12. Contact & Policy Updates

For questions regarding these terms, privacy practices, or TRASTRA services, please contact us through the official contact form on this website.

TRASTRA may revise these policies when necessary due to changes in services, business operations, legal requirements, or internal practices.

The latest version published on this website will apply.