Terms of service
The agreement between you and Sendora.
1. Who you are contracting with
These terms are an agreement between you and Meta Studios Creative Agency k.k (株式会社), Tobu Bldg. 5F, 6-28-9 Jingumae, Shibuya-ku, Tokyo 150-0001, Japan (“Sendora”, “we”). By creating an account or using the service you accept them. If you use Sendora for a business, you confirm you can bind that business.
2. The service
Sendora is software that imports paid orders from stores you connect, helps prepare shipping labels and customs declarations, compares carriers, and sends tracking back to your store. Sendora is currently in early access: some integrations are being rolled out in phases, and the website shows which ones are live.
3. Your responsibilities
- You are the seller and the merchant of record. You are responsible for the accuracy of product descriptions, HS codes, values and weights you confirm, and for compliance with export, import and sanctions rules.
- You must only connect stores you own or are authorized to manage, and keep your account access secure.
- You must follow the terms of each marketplace and carrier you use with Sendora.
4. Carriers, customs and marketplaces
Postage, duties, taxes and clearance fees are charged by the carriers and customs providers under your own agreements with them. Sendora is not a carrier, customs broker or marketplace, and is not responsible for their acts, delays or decisions.
5. Automation
Autopilot features act only within the rules and spending caps you set. You can switch them off at any time. You remain responsible for shipments created under your rules.
6. Plans, free trial and payment
Paid plans (Starter and Pro, monthly or yearly) are billed in advance at the prices shown on the pricing page when you subscribe, consumption tax included. Card payments are processed by Stripe; if you installed Sendora from the Shopify App Store you may instead be billed through Shopify, on your Shopify invoice.
- Free trial. Pro includes one 14-day free trial per seller; a card or store that has already had a trial (on any account) is not eligible for another, and its trial ends immediately with normal billing. A payment method is required to start it. Nothing is charged during the trial; the first charge is made when it ends unless you cancel before then in Settings → Plan & billing. We (through Stripe) email a reminder 7 days before the trial ends.
- Renewal and cancellation. Plans renew automatically. You can cancel at any time; the plan stays active until the end of the period already paid and is not charged again. Paid periods are not refunded except where required by law.
- Changing plans. Upgrades apply immediately and are charged pro rata for the rest of the current period; downgrades apply immediately with the unused amount credited to your next invoice.
- Failed payments. If a payment fails we retry it and email you; if it still fails, the account moves to the Free plan.
Software fees are separate from postage and duties. We will give at least 30 days’ notice before a price change applies to you. The details required by the Act on Specified Commercial Transactions are on our 特定商取引法に基づく表記 page.
7. Your data
You own your store and order data. We process it only to provide the service, as described in our Privacy policy. You can export it or ask us to delete it.
7a. Data processing for your customers’ personal data
When your store’s orders reach Sendora, the personal data of your customers (buyer name, shipping address and phone number) is processed by Sendora on your behalf. For that data, you are the party responsible for it and Sendora acts as your processor (委託先 under Japan’s APPI). Sendora:
- processes it only to provide the service you use — preparing shipments, labels, customs declarations and tracking — and for no other purpose;
- never sells it, uses it for advertising, or uses it to train AI or machine-learning models;
- keeps it confidential and limits access to the people who run the service, who are bound by confidentiality;
- protects it with the security measures described on our Security page, including encryption in transit and at rest;
- shares it only with the sub-processors and carriers listed in our Privacy policy, under equivalent obligations, and tells you before adding a new sub-processor;
- helps you answer your customers’ requests to access, correct or delete their data, and completes Shopify customer and shop redaction requests within 30 days;
- notifies you without undue delay, and in any case within 72 hours, after becoming aware of a breach affecting your customers’ data; and
- deletes it within the retention periods in the Privacy policy, and when you disconnect the store or close your account.
8. Acceptable use
Do not use Sendora to ship prohibited or restricted goods, to misdeclare shipments, to scrape or overload any connected platform, or to break the law.
9. Availability and changes
We work to keep Sendora available but do not guarantee uninterrupted service. We may change or discontinue features; if we discontinue the service we will give reasonable notice and a way to export your data.
10. Liability
To the extent permitted by law, Sendora is not liable for indirect or consequential losses, and our total liability for any claim is limited to the fees you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited under Japanese law, including under the Consumer Contract Act.
11. Ending the agreement
You can close your account at any time. We may suspend or close accounts that break these terms. On closing, your data is deleted as described in the Privacy policy.
12. Law and courts
These terms are governed by the laws of Japan. The Tokyo District Court has exclusive jurisdiction of first instance.
Contact
Last updated: October 22, 2026.