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FAQ

Frequently Asked Questions

Questions
  1. Can the service be extended during my stay in Japan?
  2. What are the available languages?
  3. When does the charge for using the JapanAid service actually start?
  4. Is it possible to register for the service after arriving in Japan?
  5. Do you offer discounts for continuous or long term use of the service?
  6. Can I rent a phone without taking the JapanAid interpretation and guide services?
  7. Can I use the JapanAid Services without renting the phone?
  8. Can I make and receive international phone calls from the rented cell phone?
  9. What happens if I run out of points in the middle of my phone call?
  10. Can I access the service from a phone other than the one I registered?
  11. How do I return the rented cellular phone?
  12. What are the hours for accessing the service and the customer support by phone?
  13. How do I determine my point balance?
  14. What is your privacy policy? Are the things I discuss on your service confidential?
  15. What is the linguistic capability of the interpreters?
  16. Can I receive the cellular phone at a place other than a hotel or airport?
  17. Do you also provide in-person interpretation?
  18. Are the points refundable?


Answers

1. Can the service be extended during my stay in Japan?

Yes, you can purchase more points anytime by phone (044-850-2722), fax (044-850-2733), or on our website.

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2. What are the available languages?

We are focusing mainly on our English language service initially but we can also serve customers in languages such as Spanish, Chinese, Korean, Russian, French, and German.

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3. When does the charge for using the JapanAid service actually start?

The charge for the service begins only after you have been connected to an interpreter or guide.

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4. Is it possible to register for the service after arriving in Japan?

Yes, it is posible to sign up for the service after your arrival in Japan. You can register by phone (+81-44-850-2722) or fax (+81-44-850-2733), or if you have access to the internet you can register through our website.

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5. Do you offer discounts for continuous or long term use of the service?

We offer discounts on bulk or larger purchases. To know more about the discounts & offers, please contact us by filling up the Inquiry Form or by calling us directly on our Phone Number +81-44-850-2722.

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6. Can I rent a phone without taking the JapanAid interpretation and concierge services?

Yes, you have the option of renting the phone for making regular calls without taking the JapanAid interpretation and concierge services.

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7. Can I use the JapanAid Services without renting the phone?

Yes, you can use the JapanAid services on phones other than the phones rented from us. You can register your phone number with us at the time of making your itinerary. If you call from a registered phone you will be automatically connected to a staff member. However, if you call from an unregistered phone you will be required to enter your Client ID number and PIN number to access the service.

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8. Can I make and receive international phone calls with the rented cellular phone?
Yes, you can make and recieve international phone calls with the rented cellular phone. The details are available with the phone package.

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9. What happens if I run out of points in the middle of my phone call?

You will receive a warning tone when you have three minutes of calling time left. After the phone is disconnected you will be given the option to purchase more points over the phone.

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10. Can I access the service from a phone other than the one I registered?

Yes, but if you call from an unregistered phone you will be required to enter your Client ID number and PIN number to access the service.

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11. How do I return the rented cellular phone?

If the pick-up point of your cellular phone is a hotel or the airport you can return it to that place. However, if you had it delivered to a place other than the ones mentioned above, we will send you a box addressed to us with the rental phone package. The postage will be paid by us so all you have to do is to mail it to us at any post office in Japan.

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12. What are the hours for accessing the service and the customer support by phone?

Our hours are 8:00 a.m. - 10:00 p.m., 7 days a week. We also plan to offer a 24 hours service in the future.

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13. How do I determine my point balance?

You will be apprised of your remaning balance every time after you have completed your phone call.

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14. What is your privacy policy? Are the things I discuss on your service confidential?

Our interpretation and concierge staff sign a strict confidentiality agreement. Anything you say on our service will remain confidential. Sometimes we may record a part of the conversation to improve our service and check the effectiveness of the staff. But rest assured, your conversations will never be heard outside of JapanAid.

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15. What is the linguistic capability of the interpreters?

All our interpreters are carefully screened by native speakers to provide you with the best service. Many have advanced degrees and certifications and vast experience in the use of their language of expertise.

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16. Can I receive the cellular phone at a place other than a hotel or airport?

We can deliver phones to any address specified by you within Japan.

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17. Do you also provide in-person interpretation?

Yes, we also dispatch staff for in-person interpretation and translations. For more information, please see our Other Services page.

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18. Are the points refundable? ?

Sorry but the points are not refundable, but are valid for 2 years.
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