Takumo K.K. （Ｔａｋｕｍｏ株式会社／タクモ）

Terms of Service 

Takumo Pro, B2B SaaS platform for hotels, ryokan and hospitality operators (Japan) 

Version 2.0 · Effective date: 06/07/2026 · Applies to Takumo Pro 

Registered office: 5-16-1-103 Omorikita, Ota-ku, Tokyo 143-0016 · Principal place of business: Level 12, YANMAR TOKYO, 2-1-1 Yaesu, Chuo-ku, Tokyo 104-0028 

Corporate number (法人番号) 4010801036849 · Qualified-invoice number (適格請求書) T4010801036849 · Representative Director: Martin Fluck · info@takumo.jp · takumo.jp 

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1. Definitions

In these Terms of Service the following terms have the meanings set out below: 

2. Acceptance and Formation

2.1  These Terms of Service (“Terms”) govern Customer’s access to and use of Takumo Pro. By executing an Order Form or Letter of Intent, or by activating a subscription or free trial, Customer agrees to be bound by these Terms. 

2.2  Where Customer is a company or other legal entity, the individual accepting these Terms represents and warrants that they have authority to bind that entity. 

2.3  These Terms apply together with any Order Form, Service Schedule or Pilot Agreement. In the event of conflict, the Order Form or Service Schedule prevails over these Terms, and the DPA prevails on matters of personal-data protection. 

2.4  Takumo may update these Terms from time to time. Material changes will be notified with no less than 30 days’ prior written notice; continued use after the effective date constitutes acceptance.

2.5  Business use only. Takumo Pro is provided solely to businesses (hotels, ryokan and hospitality operators) for their commercial use, and is not offered to consumers. Guest-facing use is governed by the separate Takumo Traveler Terms of Use. 

3. Nature of the Service and Allocation of Responsibility 

3.1 Takumo provides software services only. Takumo is not a carrier, logistics provider, freight forwarder or customs agent and does not take possession, custody, title or risk of any goods at any time. 

3.2 All transport and delivery of goods is performed solely by the Carrier selected by Customer or the Guest. The transport contract is formed directly between the Guest (or the hotel on the Guest’s behalf) and the Carrier. Takumo facilitates transmission of booking data to the Carrier but is not a party to any transport contract. 

3.3 Takumo integrates with third-party Carrier and PMS systems. The availability and functionality of these integrations is subject to the terms imposed by those third parties. Takumo does not warrant uninterrupted availability of any third-party integration. 

3.4 Carrier liability for lost, damaged or delayed goods is governed exclusively by the Carrier’s own terms. Takumo has no liability for Carrier performance. Where the Platform captures the Guest’s digital consent to prohibited-goods rules and Carrier liability terms at booking, that record is made available to Customer as part of the shipment record. 

3.5 Takumo’s responsibilities. Takumo is responsible for: (a) using commercially reasonable efforts to make the Platform available in line with the service level in clause 13; (b) maintaining and operating the integration interfaces that Takumo itself provides (the Takumo side of each connection to a Carrier or PMS), and using commercially reasonable efforts to update them within a reasonable time when a third party changes its API; (c) applying appropriate technical and organisational security measures to the data processed within the Platform, consistent with APPI and the DPA, and notifying Customer of security incidents as set out in the DPA; and (d) using commercially reasonable efforts to provide support as described in clause 16. 

3.6 Third-party systems. Takumo is not responsible for the availability, performance, accuracy, security, or acts or omissions of any third-party system or service, even where integrated with the Platform, including Carrier systems, PMS, and payment, wallet, notification, address-validation and messaging services. If a third-party system is unavailable or changes, Takumo will use commercially reasonable efforts to maintain or restore its own integration interface, but does not guarantee the third party’s availability or output. 

3.7 Physical items and chain of custody. Takumo provides software only and at no time takes possession, custody, title or risk of any luggage or goods. Responsibility for the physical items passes as follows, independently of the Platform and its records: (a) Guest to hotel: when the shipping label is printed and the item is handed to and accepted by hotel staff, responsibility passes from the Guest to Customer (the hotel); (b) hotel to Carrier: when the Carrier collects the item, verifies the label and accepts it for carriage, the Carrier assumes custody of and responsibility for the item during carriage under the Carrier’s own transport terms (title to the goods remaining with the sender); (c) delivery to receiving hotel: when the Carrier delivers the item to the receiving hotel and confirms delivery, responsibility passes to the receiving hotel, whether or not that delivery is recorded, acknowledged or managed in the Platform. Customer’s arrangements with its Guests, and the Carrier’s transport terms, govern each of these transfers; Takumo is not a party to them and has no liability for the physical handling, transport, loss, damage, delay or delivery of any item. 

4. Subscription and Access

4.1 Subject to payment of the applicable Subscription Fee and compliance with these Terms, Takumo grants Customer a non-exclusive, non-transferable, limited licence to access and use the Platform during the subscription term. 

4.2 Customer may permit Authorised Users (Admins and Receptionists) to access the Platform and is responsible for all acts and omissions of its Authorised Users, and for keeping access credentials confidential. Multi-factor authentication is available and is configurable by the Customer’s administrator. 

4.3 The number of venues, branches, users and features available depends on the subscription tier. Access is scoped to the Customer’s hotel and branches; an Admin may access all branches within the hotel, a Receptionist only their assigned branch. 

4.4 Takumo may offer a free trial. Trials are subject to item caps and feature limits notified at activation and may be ended at any time without liability. 

4.5 Customer must not: (a) sublicense, resell or transfer access without Takumo’s prior written consent; (b) use the Platform to provide services to third parties on a bureau basis; (c) reverse engineer, decompile or extract source code; or (d) use the Platform unlawfully or in breach of these Terms. 

4.6 Group and multi-property subscriptions. Where a subscription covers a hotel group or more than one property, the entity that signs the Order Form (the “Primary Customer”) enters into these Terms on behalf of, and is responsible for compliance by, each affiliated property, branch and Authorised User covered by the subscription. Takumo may treat the Primary Customer’s instructions, notices, approvals and consents as binding on all covered properties and may act on them without separately notifying each property. Adding or removing properties follows the process in the Order Form. 

5. Fees and Payment

5.1 Customer shall pay the Subscription Fee and any Per-Item Fee for the tier selected in the applicable Order Form or Pricing Addendum (including, for the 2026 launch cohort, the Founder Pricing Addendum) or as displayed in account settings. Takumo may offer more than one pricing tier, and the tiers and rates available may change over time; the tier and rates that apply to Customer are those recorded in the Order Form or Pricing Addendum in force for Customer. 

5.2 All fees are in Japanese Yen and exclusive of consumption tax (消費税, currently 10%), which is added at the prevailing rate. Takumo is a registered qualified-invoice issuer (適格請求書発行事業者, T4010801036849) and issues compliant invoices. 

5.3 Card payments are processed by Stripe, Inc. (“Stripe”), Takumo’s payment processor. By subscribing, Customer authorises Takumo, via Stripe, to charge the applicable fees to the payment method on file. Payment is subject to Stripe’s terms in addition to these Terms; Takumo does not store full card details. 

5.4 Billing is monthly with no minimum lock-in beyond the current month, unless an alternative term is agreed in the Order Form. Invoices are issued monthly; any Per-Item Fee is billed in arrears. Takumo may suspend access if undisputed invoices remain unpaid 30 days after the due date. 

5.5 Founder-cohort commitments, including any rate-lock and lifetime discount, are set out in the Founder Pricing Addendum and prevail over this clause 5 for Founder customers to the extent of any conflict. 

5.6 Takumo may adjust its standard tiers and rates on not less than 60 days’ written notice; such changes do not apply during a rate-lock period agreed in a Pricing Addendum and do not erode a lifetime discount granted under a Pricing Addendum. 

5.7 Guests are never charged by Takumo for Takumo Traveler. Any future guest-facing payment feature would be optional and governed by separate terms consented to by the Guest. 

6. Hardware

6.1 One SATO thermal label printer is included with a paid subscription. Additional or multi-venue units are coordinated with Takumo’s sales team and documented in a Hardware Schedule or Order Form.

6.2 Included and leased Hardware remains the property of Takumo or its hardware partner, SATO CORPORATION, until title passes on any agreed purchase. Customer must keep Hardware in good repair and return leased units on termination. 

6.3 Takumo-supplied Hardware is backed by a 5-year Full Support Pack delivered by SATO CORPORATION, covering on-site servicing (Mon-Fri, 9:00-17:00), consumables, warranty repair, and replacement of key components (thermal heads, platen rollers, LCD screens). 

6.4 Where Customer elects to purchase Hardware outright, the title passes to Customer on full payment of the purchase price. The 5-year support obligation passes with the unit.

7. Data, Privacy and Data Location 

7.1 The Platform processes personal data in connection with luggage-forwarding. The parties’ data-protection obligations are set out in the Takumo Data Processing Agreement (“DPA”), which forms part of these Terms. 

7.2 As between the parties, Customer is the party that determines the purposes of processing Guest and staff personal data (controller / 個人情報取扱事業者), and Takumo processes such data on Customer’s behalf and instructions (processor / 委託先) under the DPA and APPI. 

7.3 Customer warrants it has a lawful basis under APPI, and has given the notices/obtained the consents required, for providing Shipment Data to Takumo and for the processing described in the DPA (including transmission to Carriers and the Sub-processors listed in the DPA). 

7.4 Core Shipment Data and the primary database are hosted in Japan on AWS Asia Pacific (Tokyo), ap-northeast-1, across multiple Availability Zones. A multi-region disaster-recovery posture within Japan (Osaka, ap-northeast-3) is being implemented. Certain Sub-processors (for example transactional email, push notifications, digital-wallet passes, address validation and support tooling) are operated by global providers and may process limited personal data outside Japan; such transfers are made in accordance with APPI Article 28 and are described in the Privacy Policy and DPA.

7.5 Invoice and waybill records are retained for 7 years to meet Japanese tax and commercial record-keeping obligations. Guest personal data is retained only for the periods set out in the Privacy Policy retention schedule and is anonymised or deleted thereafter, except where longer retention is required by law. 

8. Intellectual Property and Use of Data 

8.1 Takumo retains all intellectual-property rights in the Platform (software, interfaces, documentation, trademarks). Nothing transfers any IP to Customer. 

8.2 Customer retains all rights in its own data, including Shipment Data, and grants Takumo a limited licence to process it to deliver the services under these Terms and the DPA. 

8.3  Takumo may use aggregated and anonymised data (which does not identify any individual, Guest or Customer) to operate, secure and improve the Platform. 

8.4 No AI training on personal data. Takumo does not use Customer Data, Shipment Data or Guest personal data to train machine-learning or artificial-intelligence models, and does not permit its Sub-processors to use such data to train their own models. Where AI-assisted features are offered, they operate on a service-provision basis only and not for model training on identifiable data. 

9. Confidentiality

9.1 Each party will keep confidential the other’s non-public information disclosed in connection with these Terms and use it only for the purposes of these Terms. 

9.2 This does not apply to information that is public through no breach, already known, received from a third party without restriction, or required to be disclosed by law or regulator. 

9.3 Customer will not disclose pricing or commercial terms to a competitor of Takumo. 

10. Warranties

10.1 Takumo warrants that during the term it will (a) provide the Platform materially in accordance with its documentation, (b) maintain reasonable security measures for Shipment Data, and (c) not knowingly introduce malicious code. 

10.2 Takumo does not warrant uninterrupted availability, or continuous functioning of third-party Carrier/PMS integrations, or timely/error-free Carrier Services. The Platform is otherwise provided on an “as-is” basis. 

10.3 Customer warrants that it has authority to contract, its use complies with law, and data it submits is accurate and lawfully obtained. d lawfully obtained.

10.4  All other warranties, express or implied, are excluded to the fullest extent permitted by law. 

11. Limitation of Liability

11.1 Takumo is not liable for: (a) loss, damage or delay to goods in transit; (b) Carrier system errors; (c) errors in data submitted by Customer, Authorised Users or Guests; (d) PMS failures; or (e) loss from Customer’s breach of these Terms. 

11.2 Subject to 11.3, Takumo’s total aggregate liability under or in connection with these Terms will not exceed the total Subscription Fees paid by Customer in the 12 months immediately preceding the event giving rise to the claim. 

11.3 Nothing limits liability for (a) death or personal injury caused by negligence, (b) fraud, or (c) any liability that cannot be limited under applicable Japanese law (including liability arising from a party’s intentional act or gross negligence (故意・重過失)). 

11.4 Neither party is liable for indirect, consequential, special or punitive loss, including lost revenue, profit, business or data. 

12. Indemnification

12.1 Customer will indemnify and hold harmless Takumo, its officers and staff against third-party claims, and reasonable related costs (including reasonable legal fees), arising from: (a) Customer Data, Shipment Data or Guest data that Customer, its Authorised Users or Guests provided without the rights, notices or consents required under APPI or other law; (b) Customer’s breach of these Terms or of applicable law; or (c) misuse of the Platform by Customer or its Authorised Users.

12.2 Takumo will indemnify Customer against third-party claims to the extent they arise from Takumo’s breach of the DPA, or from an allegation that the Platform itself infringes a third party’s intellectual-property rights, excluding claims arising from Customer Data or from Customer’s configurations, instructions or modifications. 

12.3 The indemnified party will promptly notify the other of the claim, allow the indemnifying party to lead the defence and settlement (without settling in a way that imposes obligations on the indemnified party without consent), and provide reasonable cooperation. 

12.4 The indemnities are subject to the limitation of liability in clause 11, except that Customer’s indemnity in clause 12.1(a) for unlawfully provided data is not subject to that cap. 

13. Service Levels and Availability

13.1 Takumo will use commercially reasonable efforts to make the Platform available at least 99.5% of the time each calendar month, excluding scheduled maintenance, third-party outages and Force Majeure. This is a target service level, not a guarantee of uninterrupted availability. 

13.2 The availability target does not entitle Customer to service credits, refunds or other remedies unless a separate service-level agreement providing for them has been signed. Takumo will use commercially reasonable efforts to give reasonable notice of scheduled maintenance; emergency maintenance may occur without notice to protect security or integrity. 

13.3 Takumo is not liable for unavailability caused by Customer systems, third-party Carrier or PMS outages, third-party services, Force Majeure, or Customer’s breach. 

14. Term and Termination 

14.1 These Terms start on subscription activation and continue until terminated under this clause.

14.2 Either party may terminate on 30 days’ written notice. Carrier.

14.3 Either party may terminate immediately if the other commits a material breach not remedied within 14 days of notice, becomes insolvent, or falls within the anti-social-forces grounds in clause 18. 

14.4 On termination Customer must stop using the Platform and return leased Hardware. Customer data is retained for 30 days for export, then deleted or anonymised, subject to the mandatory retention in clause 7.5 and the DPA. 

14.5 Prepaid fees are non-refundable on Customer termination; if Takumo terminates without cause, it refunds prepaid fees for the period after termination. 

15. Carrier and PMS Integration Compliance 

15.1 Customer acknowledges the Platform’s Carrier and PMS integrations are subject to each provider’s API terms and must comply with requirements Takumo brings to its attention. 

15.2 Customer must not use the Platform in a way that would cause Takumo to breach a Carrier or PMS API agreement. 

15.3 Carrier and PMS APIs may change or be suspended by the provider; Takumo will use reasonable efforts to restore functionality but is not liable for provider-caused interruptions. 

16. Support

16.1 Takumo provides in-platform support (live chat in Japanese and English) across three tiers: L1 general usage and bookings, L2 integration, PMS and carrier issues, and L3 engineering escalations, with a ticketed system and self-service knowledge base. 

16.2 Takumo will use commercially reasonable efforts to respond to and resolve support requests during its published support hours. Any response or resolution times Takumo publishes are targets only and are not guaranteed or contractually binding unless a separate service-level agreement providing for them has been signed. 

16.3  Professional services beyond standard support (custom integrations, additional implementation hours) are available as agreed in an Order Form.

17. General

17.1  Governing law and jurisdiction. These Terms are governed by the laws of Japan. The parties submit to the exclusive jurisdiction of the Tokyo District Court (東京地方裁判所) as court of first instance. 

17.2  Entire agreement. These Terms with any Order Form, Service Schedule, DPA and Hardware Schedule are the entire agreement and supersede prior agreements. 

17.3  Severability, assignment, waiver, notices. Invalid provisions are severed; Customer may not assign without consent (Takumo may assign to an affiliate or successor); no waiver by failure to enforce; notices in writing to the registered address or email in the Order Form. 

17.4  Language. These Terms are prepared in English. A Japanese-language version may be issued for Japanese counterparties; if so, the parties should agree which language governs. 

18. Anti-Social Forces (反社会的勢力の排除)

18.1  Each party represents and warrants, now and for the term, that it and its officers and principal shareholders are not an organised-crime group (暴力団), a member or associate member of such a group, a corporation related to such a group, a corporate racketeer (総会屋), or any other anti-social force (collectively, “Anti-Social Forces”), and that it has no relationship with Anti-Social Forces such as funding them or facilitating their activities. 

18.2  Each party warrants it will not itself, or through a third party, engage in violent or fraudulent demands, threats, or acts that damage the other’s credit or obstruct its business. 

18.3  If a party breaches 18.1 or 18.2, the other party may terminate this agreement immediately on written notice without any cure period and without liability, and the breaching party must compensate the other for resulting loss. 

Takumo K.K. (Ｔａｋｕｍｏ株式会社) · Registered office 5-16-1-103 Omorikita, Ota-ku, Tokyo 143-0016 · info@takumo.jp · takumo.jp 

Version 2.0 · Effective 06/07/2026. © 2026 Takumo K.K. All rights reserved.