User Protection
We maintain mechanisms that keep every user able to pay safely and leave with confidence. With subscription services, we believe the transparency that truly matters is on the way out, not the way in.
Payment security
Compliance with international standards
We use a PCI DSS-compliant payment infrastructure. Sensitive data such as credit card numbers is never stored on our servers and is handled only in tokenized form on the payment provider's side.
Mandatory 3-D Secure authentication
3-D Secure authentication is required for credit card payments, greatly reducing the risk of fraudulent use through impersonation.
Redundant payment providers
We run multiple payment providers in a redundant configuration so that no single provider's outage can take us down. Keeping users' payment experience uninterrupted comes first.
Encrypted communications
TLS encryption is enforced across the entire service; we do not design payment pages to one standard and everything else to another.
Responding to fraudulent charges and payment trouble
- 01
Receiving your claim
We accept inquiries — such as charges you don't recognize, use by a family member, or duplicate billing — via web form and email.
- 02
Reviewing the transactions
For the transactions concerned, we cross-check logs, payment records, and usage patterns to establish what happened.
- 03
Deciding on refunds and reversals
When fraudulent use is confirmed, we cancel and refund the transactions in question. The criteria for these decisions are documented internally.
- 04
Informing you of the outcome
We notify you of the outcome by email as soon as our review is complete.
- 05
Considering measures against recurrence
We review our rules and systems so that similar cases do not recur. For cases we judge to have significant social impact, we report our improvement efforts in the Transparency Report.
Transparency in cancellation and account deletion
Clear paths
The steps to delete your account or cancel a subscription are clearly set out in our help guide. We do not require a phone call or an inquiry in order to cancel.
No designs that create delay
We do not use “retention designs” such as forcing you through multiple pages before you can cancel or making a cancellation reason mandatory.
Treatment of the remaining period
If you cancel mid-month, we tell you in advance when billing stops and whether you can keep using the service for the remainder of the period.
Data handling after account deletion
We clearly state our retention periods and deletion policy for personal information and usage data after account deletion.
Contact desks and response SLA
General inquiries about the service are accepted through our help center and email desk. We aim to send a first reply within one business day.
For urgent cases — impersonation, reports involving children, and the like — we maintain an independent priority desk and aim to make an initial response within 24 hours.
