Hi, We are MASHUP R. Your internet provider in Japan. A penalty fee is a fee we charge customers who fail to make payments on their accounts and for Lost & broken SIM / pocket wifi device.

Q: How do I cancel my service if I don't longer need it?

A: After you decide to stop using, you must return the POCKET WIFI & SIM CARD to our company.

*Please contact Mash-up R’s support channel once you have decided the cancellation date.

*Please be aware and return before your next month's bill (every 25th of each month).

For example

Cancel on 1st January, your last bill is January's and must return before 25th January

Cancel on 26th January, your last bill is February's and must return before 25th February

Q: How can I return the POCKET WIFI & SIM CARD?

A: You can choose from 2 available methods.

(A.) Drop in postal box

1. Fill out ‘Why are you returning this item?’ on another side of this paper.

2. Put everything in the envelope that comes along with your package.

*Before returning, we advise you to take a photograph of the item for the records.

3. Seal the envelope with tape.

4. Drop the return envelope in red postal boxes (Free).

(B.) Convenience store / Post office

1. Fill out ‘Why are you returning this item?’ on another side of this paper.

2. Seal everything in your box/envelope (Can't use Mash-up R’s envelope).

3. Ask for Cha-ku-ba-rai -Tak-kyu-bin (Cash on delivery) from the cashier, fill out a waybill paper to this address

[ 111-0053 Tokyo, Taito-ku, Asakusabashi 3-4-4, Yamada Building 2F, Mash-Up R Co.,Ltd.

*The delivery fee is FREE but not included a box/envelope cost if you buy.

3. Give the package and waybill paper to the cashier. Please wait and keep your waybill's receipt.

Q: What if I lost or can not return the item.

A: A fine will be charged (the fee depends on the product)

Q: What will happen if I have not yet paid during the billing deadline?

A: There is a ¥200 Fine for payments made after the deadline. It will be added on your monthly bill.

Q: My internet has stopped what should I do.

A: No payment within 7 days after your bill due date = temporary internet disconnection. You can pay through smartpit machine or bank transfer and send a message to our customer support links so that they may assist you.
When your internet is disconnected, it will take 2-3 business days after payment has been made.

RULE:
CONTRACT CANCELLATION / BLACKLIST

No payment within 7 days after temporary internet disconnection - SIM CARD / POCKET WIFI will be reissue (permanently disconnected).
After your plan is permanently disconnected, Failure to pay re-issue (permanent disconnection) fee you will be blacklisted by the company and can no longer order any products. Please contact our customer support links to assist you with re-issue payments.