2307-01 Rakuten Turbo User Manual

: June 13, 2024
: Rakuten

Table of Contents

2307-01 Rakuten Turbo
General Matters
Fees
Warranty
Payment Methods
Cancellation
Appendix
References
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2307-01 Rakuten Turbo

Important Notice on Rakuten Turbo
This Notice provides an explanation of the important matters that you need to be aware of when using Rakuten Turbo, a wireless internet dedicated service that employs Rakuten Mobile, Inc.’s mobile network. All monetary amounts in this Notice include applicable taxes unless otherwise indicated.

General Matters

Service Contract

Any contractual relationship pertaining to Rakuten Turbo (hereinafter “Service”) will occur between Rakuten Mobile, Inc. (hereinafter “Company”) and the subscribing party pursuant to the terms and conditions specified in Rakuten Turbo Service Agreement.
Service comprises both 4G and 5G services.
Service may not be used for commercial purposes.

Overview of Service

Service is designed to provide wireless internet connection through a Company service plan using a dedicated device specified by Company. Plugging the dedicated device into a power source at an indoor installation site will enable wireless internet connection within, and only within, the installation site.

Subscribing to Service

It is recommended that you look into the signal quality of the installation area and confirm that you have good reception before signing a Rakuten Turbo Subscription Contract (hereinafter “Subscription”).
If we determine that the installation site is outside the Rakuten Turbo service provisioning areas (areas that are difficult to fully utilize the service, such as floors above 16th floor, basements, and areas where congestion is expected on our network), even after you have applied for the service, we may terminate the contract. Please understand this in advance.
The dedicated device can only be used with a dedicated Rakuten Turbo SIM card.
Anyone under 18 years of age will require the consent of a parent or a legal guardian in order to subscribe.

Data Transmission Speed and Other Limitations

The maximum data transmission speed is based on the best effort method. The actual speed will vary depending on the location, communication environment, network traffic, and the dedicated device.
Data traffic in excess of the upper limit of the network band, app settings, and other factors may limit the data transmission speed and/or data usage.
Company may regulate the data transmission or optimize internet connection as it deems beneficial for the fair provision of Service to its customers (e.g., compress relevant files when there is danger that the fair provision of Service to other customers may be inhibited by the streaming of videos on browsers or apps, downloading of large files, connection to other devices, and any other large-volume data usage).
Company may limit data transmission in the event of continual data traffic congestion on its network.
Company does not guarantee data transmissions using equipment other than dedicated devices.
Service may not be accessible in some parts of the building where the dedicated device is installed, depending on the structure of the building, presence of objects that could block radio waves, and other environmental factors.

Coverage and Installation of Dedicated Device

Service is available only within the Rakuten network areas (4G/5G) covered by Company base stations. It is not available in roaming service areas.
Please see the service area maps and the relevant user manuals on the Company website for information on Service areas and 5G frequencies supported by dedicated devices.
Only 4G service may be available even if the relevant area is indicated as a 5G service area on service area maps.
Service is available only at the address registered as the installation site.
When changing the installation site due to a move or for any other reason, you are required to change the registered address of the installation site in advance. Changing the installation site of the dedicated device without changing the registered address will result in discontinuation of Service.

Limitations

Data transmission using Service may slow down or become unavailable depending on, by way of example, the device configuration at the installation site, the number of devices connected to the dedicated device, and internet usage.
Company may deliver data and reboot dedicated devices for maintenance and firmware updates. Service will be interrupted for about 10 minutes in the event of a reboot. Maintenance and updates will be announced in advance on the Company website; provided, however, that the foregoing shall not apply in the event of circumstances beyond control.

Prohibited Conduct
Company prohibits the following conduct. Should the conduct of a subscriber fall under any of the following regardless of the subscriber’s intent, Company may discontinue the provision of Service without notice.

Conduct that is or may be disadvantageous or damaging to Company or a third party
Conduct that interferes or may interfere with Company’s operation of Service
Conduct that causes or may cause damage to Company’s equipment, devices, or the like
Conduct that results in large-volume data transmission in excess of the normally expected volume
Lending SIM cards and the like to a third party without Company’s consent
Transferring the SIM card inserted in the dedicated device upon arrival to another devices
Engaging, through Service, in advertisement, promotion, or solicitation targeting others without obtaining prior consent or otherwise complying with legal requirements
Faking the identity of others in using various services
Transmitting, uploading, or otherwise spreading harmful computer programs such as viruses
Taking dedicated devices out of Japan
Using dedicated devices in a manner that violates the Safety Precautions in the Quick Start Guide
Conduct that is comparable to any of the foregoing or constitutes a violation of laws, regulations, Company’s terms and conditions, or public order and morality
A subscriber will be liable for the payment of communication and other fees that are incurred due to the use of Service by a party other than the subscriber for reasons such as the theft of a dedicated device, infection by a harmful computer program, or SMS/email phishing. Please exercise adequate care and caution in using Service, since Company does not offer reduction or exemption for such fees incurred.

Fees

Plan Fee and Other Charges

The monthly fee for Service is JPY4,840.
The monthly fee for the first month of subscription will be prorated.
There will be a JPY3,300 administrative fee for Subscription.
You will be charged the Universal Service Fee and the Telephone Relay Service Fee.
What are Universal Service and Telephone Relay Service Fees?
The Universal Service Fee is charged to ensure the nationwide provision of stable telephone services, subscription-based or otherwise (Universal Services). A certain amount is billed each month per telephone number.
Telephone Relay Service is a service where an interpreter provides real-time two-way connection between hearing-impaired users and hearing users through sign, written, and spoken languages. Subscribers are asked to bear the cost necessary to facilitate the use of phones by hearing-impaired customers.
Please visit the price list on the Rakuten Turbo website for more information about the fee: https://r10.to/hNiEqx

Warranty

Manufacturer’s Warranty

The manufacturer’s warranty is valid for a period of one year from the date of arrival at the destination address.
“Date of arrival” is the delivery of the equipment to your address.
Manufacturer’s Warranty covers initial defects and spontaneous failures. You will be charged JPY33,000 for damages and failures attributable to carelessness.
A defective or malfunctioning device needs to be returned. Please confirm the destination address and the return method when making arrangements to return the equipment.For details, please visit the Rakuten Turbo website.
https://r10.to/h6EROR

Payment Methods

Credit/Debit Cards

You may make payments by charging the amount due to a credit card or a debit card registered to the name of the subscriber or a Company-approved third party. The amount of the monthly fees due will be finalized on or about the 4th of each month, although the actual date will vary from month to month.
In the case of credit cards, the payment will be debited in accordance with the credit card agreement with the relevant credit card company.
In the case of debit cards, the payment will be debited on either 11th or 12th of each month.

Rakuten Points/Rakuten Cash

When using a credit card or a debit card, you may apply Rakuten Points and/or Rakuten Cash to the payment of fees.
1~30,000 points (up to 500,000 points in the case of Diamond members) may be applied per payment.

Bank Transfers

The administrative fee for the initial subscription, the plan fee, and other amounts due may be paid by direct withdrawal (bank transfer) from a bank account registered to the name of the subscriber or a Company-approved third party.
A handling fee of JPY110 will be charged each month for bank transfer.
The amount due will be withdrawn from the registered account on the 27th of each month (the following business day should the 27th day on a weekend or a holiday)
Payments for the dedicated device cannot be made by bank transfer.

Cancellation

Cancellation

Subscriptions can be cancelled from “my Rakuten Mobile” (Rakuten ID and password will be required).Please contact Rakuten Mobile Communication Center indicated in (06-A) if unable to access “my Rakuten Mobile” for any reason.

Cancellation Fee

The plan fee and other monthly fees for optional services will be prorated for the period up to the cancellation date. Access to services will be lost immediately upon cancellation of services.
There will be no additional cancellation fee.
If paying in installments for the dedicated device by credit card or other means, you will remain liable for the outstanding balance.

Early-Stage Contract Cancellation

The telecommunication services provided pursuant to Subscription is subject to the early-stage contract cancellation rule.
Subscription may be cancelled in writing within a period of eight days from the initial date, as specified below, in accordance with the “Your Subscription Details” notification method that you selected. Please see “Your Subscription Details” for specifics of the early-stage contract cancellation rule. In the case of electronic document, please see it on the Contract Information page of “my Rakuten Mobile.”
- < For paper document >
  The initial date will be the commencement date of the provision of Rakuten Turbo or the date when you receive “Your Subscription Details,” whichever occurs later.
- < For electronic document>
  The initial date is the commencement date of the provision of Rakuten Turbo.
Company will not demand compensation for damages or penalty in the event of early-stage contract cancellation.
Even if Subscription is canceled pursuant to the early-stage contract cancellation rule, Company will charge a prorated plan fee for the period up to the cancellation date. Company will also charge you for the dedicated device you purchased, as well as the Universal Service Fee and Telephone Relay Service Fee.

Returns and Refunds

A dedicated device can be returned for a refund if a cancellation request is submitted within eight days of the delivery of the equipment, including the delivery date, and the package has not been opened.
Contact the Rakuten Mobile Communication Center shown in (06-A) within eight days from the delivery of the dedicated device. A returned device will not be eligible for refund in the following cases:
- The device is not returned to (arrive at) Company within 30 days from the delivery date.
- The device is sent to an address other than the one specified by Company.
- The device is returned by “payment on delivery” or other similar means.
- The party returning the device has received refunds two or more times in the past.
- It is confirmed that no payment has been made for the device.

Contact Information

Rakuten Mobile Communication Center
TEL: 0800-805-0040
Opening Hours 9:00AM～5:00PM (Open 365 days a year, 7 days a week)
Web: https://r10.to/hUUUHv

Rakuten Turbo Website https://r10.to/hMHDHm

This is the translated version only for providing as a supporting tool to assist our English-speaking customers in better understanding of our Terms and Conditions. Because there may be some slight variation in meaning due to translation, please refer to Japanese version as an official document below.
https://network.mobile.rakuten.co.jp/terms/ (Japanese only).

Appendix

Campaign Details
Campaigns and discount offers that are not listed in this Important Notice will be automatically applied when the conditions of offer are met. Please note that there may be conditions other than concluding a line contract.

For details please see the Rakuten Turbo website. https://r10.to/hMHDHm

Rakuten Turbo 1,980 yen/month for 1 year Campaign

Campaign Code| *1894 Please tell the operator this Campaign Code when you contact our Communication Center for more information about this campaign**
---|---
Campaign Period| ● Application period for the service plan and the device

-Web: 9:00 am, Tuesday, June 13, 2023 – end date undecided

-Shop (Rakuten Mobile shops): Opening on Tuesday, June 13, 2023 – end date undecided

● Deadline of billing start

-Until 23:59 on the last day of the month following the application for Rakuten Turbo

Conditions| To be eligible for this campaign, Rakuten members need to meet the following [1] and [2] conditions within the Campaign Period [ 1 ] To apply for both“Rakuten Turbo”and“Rakuten Turbo 5G”

Rakuten Turbo refers to the service plan and Rakuten Turbo 5G refers to the device

[ 2 ] To start the billing of Rakuten Turbo by deadline

The“Billing Start Date”refers to the 9th day, starting from the day the service is initially provided or the date the product is

received, whichever occurs earlier, counted as the first day

*The date the product is received refers to the day our company is notified of the shipment’s completion date

Discounts| JPY 2,860 will be subtracted from the plan fee for 1 year

* The monthly plan fee after the 13th month will be JPY4,840

The subtract amount for the first month of payment will be JPY1,980 prorated by the day. The subtract amount for the 13th month will be balance of the JPY1,980 subtract amount for the month of the start of payment
All monetary amounts in this Notice include applicable taxes unless otherwise indicated (Ex) If the billing starts from June 16th, the first month subtract will be JPY1,430, which is a prorated fee of JPY2,860, and in the 13th month, the difference between JPY2,860 and JPY1,430 will be subtracted from the plan fee by JPY1,430

Non eligible terms| Discounts are not applicable if the following conditions are met ;

If the payment for the service plan is not made by the deadline and non-payment any plan fee or other charges occurs
If purchased at other than Rakuten Mobile Shop or Rakuten Mobile Online
If Rakuten Turbo is not used by the deadline
If you have withdrawn from Rakuten membership
If you violate the terms and conditions set forth by the Company or Rakuten Group
If the Company determines that the Rakuten member is not eligible for the membership

Combinable Campaigns| 20,000 points present campaign by using Rakuten Turbo & Rakuten Mobile (Campaign Code:1895)
Other notes| * The campaign is subject to change, cancellation or extension without notice

Your eligibility for this campaign may exclude you from other campaigns that are being held at the same time, or the discounts may be limited by the Act against Unjustifiable Premiums and Misleading Representations and the Telecommunication Business Act
The number of the product is limited so the campaign may be finished as soon as the product becomes out of stock
The campaign may be terminated if the Company finds violations such as unauthorized use, forwarding to people other than those applied for this campaign or illegal resale by the user
The information is as of Tuesday, June 13, 2023