FAQ
What does this subscription service include?
You can use DENBA Mobile for one year (the contract period), with the option to extend afterward.
Can I purchase DENBA Mobile?
It cannot be purchased outright, but ownership is transferred after six years of use. After that, you may continue using it freely.
Are there annual plans or discount plans?
We do not offer special discount plans or annual plans.
Are subscription services available for other products?
The subscription service is available only for DENBA Mobile. Other products are available for purchase only.
Please check this website for details.
Can companies sign a corporate contract as an employee benefit?
Corporate plans are available at special pricing.
Please see here for details on corporate plans.
How do I apply for the subscription?
Please register from the membership registration page.
Once your full membership registration is complete, you can apply for the subscription from My Page.
If you have received a referral code from a referrer, please enter that code when registering.
Is there a fee to register as a member?
Membership registration is free.
Can I complete only the membership registration first?
Yes. You can complete your membership registration first and apply for the subscription later.
Can I start using the service in the middle of a month?
Yes, you can start using it in the middle of a month. The fee will be charged to your credit card on the same date each month.
How much does DENBA Mobile cost?
The monthly usage fee is ¥6,600 (tax included).
When do payments begin?
The first payment will be charged on the day you register for the subscription, and subsequent payments will be charged to your credit card on the same date each month.
(For example, if you register on October 5, the next payment will be charged on November 5.)
However, if you register on the 31st or a similar date, payments from the following month onward will be charged on the last day of each month.
What payment methods are available?
Payment is available only by automatic credit card billing.
Which credit cards can be used?
The following credit cards are accepted:
JCB, Visa, Mastercard, American Express, Diners Club, and Discover.
What should I do if my credit card expires?
Can I change my credit card?
Please register your new credit card from the Subscription Contract Form on My Page.
Are there any additional or hidden fees in the subscription charge?
There are no additional fees.
When will it be shipped after I apply?
It will be shipped within five business days after your application and payment have been confirmed.
Example: if you apply and complete credit card payment on Monday, shipment may take up to the following Monday.
Shipping schedules during Golden Week, summer holidays, and year-end/New Year holidays will be announced separately.
How do I change my address or phone number?
Please overwrite the information from Edit Member Information on My Page and press Register.
What should I do if I want to change the delivery address?
From Delivery Address on My Page, press Change, overwrite the information, and press Register.
Please note that, depending on the timing, DENBA Mobile may already have been shipped.
Please also submit your delivery address change request from Contact at the bottom of My Page.
What should I do if a damaged or defective item arrives?
If the delivered item is damaged or defective, it will be eligible for replacement.
Please describe the issue using the contact form, and we will send return instructions to the messages section of My Page.
Can I cancel or exchange it?
After you apply for the subscription, the contract cannot be withdrawn once we have shipped the device.
Please review the contract details carefully before applying.
Mid-term cancellation is possible. Please check the separate details for more information.
Exchanges are available only for failures specified in the terms and conditions.
Where should I contact if I have a question or issue?
Please enter your question or issue in the contact form.
Customer Support will reply via the messages section of My Page.
How can I contact Customer Support?
Contact is available only through the Contact Form at the bottom of My Page.
Please enter your question.
We will reply in the messages section of My Page.
How to use the voltage detector
The voltage detector included with the product is for checking operation. Hold it about 10 cm above the DENBA mat.
If it beeps and lights red, DENBA is operating normally.
It is not used to measure the range of the DENBA space.
The DENBA mat is not receiving power.
Please check the cable connection. The cable between the mat and the main unit may not be fully connected. Refer to the video and push it in firmly until there is no gap.
Can multiple family members use it?
Since there is one mat, it is intended for use by one person at a time.
You may use it freely within your household.
Can it be used overseas?
It cannot be used overseas.
*Using a transformer may also cause a malfunction. Please use it only within Japan.
How can I use it in a car?
Do not use it in the driver's seat while driving. Use it while resting or napping.
Cars generally use direct current, while DENBA uses alternating current.
Therefore, please use an in-vehicle inverter that converts direct current to alternating current.
Can I customize it according to my health condition?
Product specifications cannot be customized. However, you can adjust how you use it by changing the distance from the DENBA space according to your condition.
Are there people who should not use this product?
Do not use this product if you use any of the following medical electrical devices:
Implantable medical electrical devices (e.g., pacemakers)
Wearable medical electrical devices (e.g., electrocardiographs)
Can I use it if I have an artificial joint or metal in my body?
People using medical electrical devices such as pacemakers or electrocardiographs cannot use it, but those with artificial joints or metal in the body can use it.
What is the referral campaign?
For as long as the referred person continues the DENBA Mobile subscription, a monthly ¥3,000 cashback campaign is available.
Bank transfer fees for cashback are borne by the customer.
How can I use the referral campaign?
A new member referral page is available on My Page.
Please email the referral link to the person you would like to refer.
When the referred person enters the referral code during registration, you can receive cashback.
Is there a limit to the number of people I can refer?
There is no limit to the number of people you can refer.
If a referral is completed and an individual or sole proprietor receives cashback, will withholding tax be applied?
Is a tax return required?
If the amount paid at one time exceeds ¥120,000, 10.21% withholding tax will be applied to the amount exceeding ¥120,000.
Since withholding tax has already been applied, a tax return is generally not required.
How do I receive cashback?
Transfer requests submitted from the 1st to the 15th of each month will be paid to your registered bank account at the end of the following month.
(For example, if you submit a cashback transfer request on October 10, it will be transferred to your designated account at the end of November.)
Please note that applications cannot be submitted from the 16th through the end of the month.
Can I pause or cancel the subscription mid-term?
Due to the nature of this subscription, it cannot be paused.
Mid-term cancellation is possible. Please contact us from the Contact Form on My Page.
A cancellation fee will be charged for mid-term cancellation within the first year. No cancellation fee is charged after one year.
What should I do to cancel?
1. Please send a cancellation request from the DENBA Mobile Contact Form.
2. When we receive your cancellation email, DENBA Mobile Support will send an email within three business days (excluding weekends and holidays) confirming receipt of your cancellation request.
3. Once you receive the email from DENBA Mobile Support, please return DENBA Mobile to the address below.
Postal code 104-0044
4-5 Akashi-cho, Chuo-ku, Tokyo, DENBA JAPAN Inc.
Attn: DENBA Mobile Customer Support
Tel: 03-5801-5969
4. Please return the following items.
•DENBA Mobile main unit
•White cable
•Black cable (power cord)
•Mat (white or gray)
•Voltage detector
•Dedicated DENBA Mobile bag
Place the dedicated black Mobile bag in the original shipping box used for delivery or in a box you have, and send it to DENBA JAPAN Inc.
5. Return shipping costs are the customer's responsibility and must be prepaid.
6. Once we confirm the return of DENBA Mobile, we will stop your credit card billing.
7. Depending on the timing of the return, the next credit card payment may be charged or a refund may be issued. Please note the following:
•If we send the email confirming receipt of your cancellation request and we confirm the return of DENBA Mobile within 15 days, and the next credit card payment is charged during that 15-day period, we will process a refund to that credit card.
•If we send the email confirming receipt of your cancellation request but cannot confirm the return of DENBA Mobile within 15 days, and the next credit card payment is charged during that 15-day period, that credit card payment will be processed.
8. Processing times vary by credit card company, but refunds are generally completed in about two days to one week. Please confirm the refund.
9. If you cancel within one year of the contract date, a separate cancellation fee will apply.
You can check the cancellation start date from Subscription Contract on My Page.
Please refer to the table below for cancellation fees.
If your question has not been resolved, please feel free to contact us using the inquiry form.