This translation is provided for convenience. If it differs from the Japanese version, the Japanese version prevails.
Cancellation Policy
Timing
All deadlines use Japan Standard Time. Cancellation takes effect when we receive a notice identifying the order. Messages outside service hours may be treated as received at the next opening time unless an emergency contact is specified.
Changes
A material change of date, time, vehicle, quantity or itinerary, or a reduction of the booking, may be treated as cancellation and a new request. We will disclose any charge before confirming the change.
Special arrangements
Group buses, long or multi-day charters, outside partner vehicles, paid facilities, guides, peak dates and corporate arrangements may use the individual cancellation terms. Non-refundable committed costs may also be charged.
Flight cancellation and force majeure
For flight cancellation, natural disaster or major transport restriction, we will discuss rescheduling or refund after committed costs. Customer flight changes, immigration or baggage delays do not automatically waive waiting or re-arrangement charges.
Refunds
Refunds are normally returned to the original payment method after permitted cancellation charges, committed costs and refund fees. Processing time depends on the bank or payment provider.