What to Do If Something Goes Wrong

Most urisen experiences go smoothly, especially at established shops. But occasionally things do not go as expected. Knowing how to handle problems calmly and effectively will protect you and help resolve issues quickly.

Common Issues and How to Handle Them

The Cast Does Not Match Their Photos

This is one of the most common complaints. Profile photos may be edited, outdated, or taken at flattering angles. If the cast looks significantly different from their profile:

• You have the right to decline the session. Most shops allow you to change your selection before the session begins.
• Politely tell the staff that the cast does not match what you expected and ask to choose someone else.
• Do not blame the cast directly — speak with the shop staff instead.

Overcharging or Unexpected Fees

Always confirm the total price before your session starts. If you are charged more than agreed:

• Ask for a detailed breakdown of the charges calmly and politely.
• Compare with the prices listed on the shop's website or menu.
• If you believe you are being overcharged, do not pay the disputed amount until it is resolved. Stay calm and firm.
• Take note of the shop name, address, and any receipts or documentation.

Service Was Not as Expected

If the session did not include services that were promised or agreed upon:

• During the session, communicate clearly with the cast. Sometimes misunderstandings can be resolved in the moment.
• After the session, speak with the shop staff about your concerns.
• Be specific about what was missing or different from what was agreed.

The Cast Was Rude or Unprofessional

While rare at reputable shops, if a cast is disrespectful or unprofessional:

• You can end the session at any time.
• Report the issue to the shop staff immediately afterward.
• Good shops take these complaints seriously and will address the problem.

You Feel Unsafe

If at any point you feel physically unsafe or threatened:

• Leave the premises immediately if you can.
• Call the police if necessary (110).
• Go to a public area such as a convenience store, train station, or police box (koban).

How to Handle Disputes

• Stay calm. Raising your voice or becoming aggressive will not help and may escalate the situation.
• Speak with management. Ask to speak with the shop manager or owner, not just the front desk staff.
• Document everything. Save receipts, take notes on your phone about what happened, and note the time and date.
• Use translation tools. Google Translate can help bridge language barriers during disputes.
• Contact the shop afterward. If the issue is not resolved on-site, follow up by phone or email.

Emergency Numbers in Japan

Prevention Is Best

The best way to avoid problems is to choose a reputable shop in the first place:

• Research the shop online before visiting. Look for reviews.
• Choose established shops with professional websites.
• Confirm prices and services before your session begins.
• Shops that are transparent about pricing and have clear policies are generally trustworthy.
• Avoid shops that pressure you into booking immediately or refuse to answer questions.

Do Not Suffer in Silence

As a foreign visitor, you might feel hesitant to complain or worried about causing trouble. But you have every right to receive the service you paid for and to be treated with respect. Speaking up is not rude — it is reasonable.