Cancellation Policy
Cancellation Fees
Fees are a percentage of the total trip price, based on the number of days before your first scheduled service that we receive your cancellation.
Multi-Service Itineraries & Custom Tours (With Arrangements)
For itineraries that include private vehicles, accommodation, tickets, or third-party arrangements.
| When we receive your cancellation | Fee |
|---|---|
| 30 days or more before | 25% |
| 29 – 15 days before | 50% |
| 14 – 8 days before | 75% |
| 7 days or less before | 100% |
Guided Tours Only (Without Arrangements)
For stand-alone private guided tours with no additional booked services (such as vehicles, lodging, or ticket arrangements).
| When we receive your cancellation | Fee |
|---|---|
| 7 days or more before | 0% |
| 6 – 3 days before | 25% |
| 2 days before | 50% |
| 1 day before, same day, or No Show | 100% |
How Cancellation Dates Are Determined
- Determination Date: The applicable fee is determined by the date and time we receive your cancellation notice.
- Time Zone Basis: Day counts are calculated based on Japan Standard Time (JST, UTC+9), with each day starting at 00:00 (midnight).
- Timestamp Record: The time of receipt is based on the sent/received timestamp recorded on the message (e.g., via Email or WhatsApp), rather than when our team manually reviews the message.
Why we have cancellation fees
Every journey we create is prepared personally and arranged in advance. These fees help us cover that preparation and the commitments we make on your behalf, while we stay as flexible as we can if your plans change.
Supplier Cancellation Fees
We arrange private guides, vehicles, accommodation, restaurants, tickets, private experiences and other services in advance. Certain services may be subject to additional cancellation fees imposed by the relevant supplier.
If a supplier’s cancellation fee is higher than the amount covered by the schedule above, the applicable non-refundable supplier cost may also be charged. We will always work to keep these costs as low as possible.
Changes to Your Itinerary
Changing your plans is not the same as cancelling. We will do our best to accommodate itinerary changes, subject to availability. Any change fees or cancellation fees charged by suppliers are your responsibility.
Unforeseen Circumstances
If severe weather, typhoons, earthquakes, natural disasters, transport disruption, government restrictions, guide illness, vehicle problems or other events beyond our reasonable control prevent us from providing a service, we will consider:
- An alternative guide or service provider
- Rescheduling
- A suitable alternative service
- Travel credit
- A refund of any amount we can recover from the supplier
Refunds are based on the amounts we can actually recover from suppliers. We will always try to arrange a replacement first, for example a substitute guide if your guide falls ill.
Travel Credit
Where appropriate, we may offer travel credit instead of a refund. Travel credit is valid for 12 months, subject to availability, and does not cover non-refundable supplier costs already incurred.
Refunds
When a refund applies, we process it as soon as reasonably possible once the amount is confirmed, normally to the original payment method. Transaction fees, bank charges and foreign exchange differences may be deducted or borne by you. The 25% deposit is non-refundable, as described in Booking & Payment.
Travel Insurance
We strongly recommend travel insurance covering trip cancellation, interruption, medical expenses and other unexpected events. We are not responsible for non-refundable flights, accommodation, transportation or other personal expenses caused by circumstances beyond our reasonable control.