Terms & Conditions
Policy Terms
- The traveller agrees to all terms and conditions upon making the initial payment.
- It is the traveller’s responsibility to read and understand these terms and conditions.
- Nippon Hippo reserves the right to change, amend, or alter any policies, promotions, pricing, or terms and conditions at any time.
- Travellers are advised to request the latest version of the Terms and Conditions from Nippon Hippo prior to booking.
- Any arbitration against Nippon Hippo must be commenced within one week following the date of tour completion.
- Failure to abide by any rules and regulations may result in the withdrawal of the traveller(s).
6.1 Nippon Hippo will not be liable for any penalty payments or other forms of punishment that may be imposed on the traveller(s).
6.2 The traveller waives any right to punitive damages.
6.3 Once a traveller is expelled from the trip, Nippon Hippo will no longer be responsible or liable for any subsequent actions or plans.
6.4 Nippon Hippo reserves the right to accept or reject any person as a traveller; to expel any participant from the vacation; to make changes in the itinerary; and to cancel a tour at any time.
Travel Documentation and Insurance
- Each traveller must carry a valid, unexpired passport issued by their registered governmental body.
- Obtaining visas is the responsibility of the traveller. We urge travellers to check with all relevant consulates and/or embassies prior to travel, as some visas may be required for travellers of certain nationalities.
- Travellers are responsible for ensuring their passport is valid for at least six months from the return date of the trip and that all necessary visas and permits have been acquired.
- Travellers are advised to purchase travel insurance before traveling abroad, as it is not provided by Nippon Hippo or its partners. Insurance coverage may have restrictions and exclusions, including for pre-existing conditions. Travellers should consult with insurance carriers directly for details.
- The traveller agrees that neither Nippon Hippo nor its affiliates shall be liable for any damage, loss (including personal injury, death, and property loss), or expense caused by any act or omission of any independent contractor providing services, any insurer or insurance administrator under the Travel Protection Plan, or any other person(s) involved.
- Clients are strongly advised to purchase travel insurance to safeguard against unexpected occurrences such as flight delay or cancellations.
Visa Application Assistance
- Payment for this service must be made in full upfront and is non-refundable.
- Nippon Hippo will not be responsible for the final result of the visa application and cannot guarantee its approval.
Payment
- Nippon Hippo’s listed prices do not account for bank transaction fees or variations in foreign exchange rates.
- The total payment may be influenced by fluctuating exchange rates, depending on the bank or service utilized.
- Each traveler is required to make a deposit or full payment when booking or reserving tour seats.
- If any incidents occur due to the travelers’ actions, the deposit or full payment will not be eligible for a refund.
- If a traveler withdraws from the tour for personal reasons at any point before, during, or after the trip, the fees paid will not be refunded.
- In the case of natural disasters or other unforeseen circumstances not caused by Nippon Hippo, either directly or indirectly, the deposit or full payment will not be refunded.
- To confirm the tour, a 30% deposit must be made upon booking. The remaining 70% payment is due 60 days before the trip commences.
- For Chartered Car ONLY service, a 50% deposit must be made upon booking. The remaining 50% payment is due 30 days before the trip commences.
- If the above condition (7) is not met, the tour will be considered cancelled and a cancellation fee will be applied as per the table below:
Days Before Departure | Cancellation Fee |
|---|---|
30 Days | 100% of full payment |
- A non-refundable processing fee of 4% of the full payment will be applied for payments made via debit or credit card.
- All payments must be received in Ringgit Malaysia (RM). No Japanese Yen (JPY) cash payments will be accepted.
- Nippon Hippo requires proof of payment for administrative tracking.
- Please note that Nippon Hippo’s quoted prices are subject to change without prior notice due to unforeseen circumstances such as exchange rate fluctuations or cost increases.
- Once an invoice has been issued and a deposit or full payment has been received, the tour price will remain fixed.
- It is the traveler’s responsibility to verify the accuracy of the invoice. Any additional requests not included on the invoice will not be considered part of the terms and conditions.
Itinerary
- Itineraries are subject to alteration if airline schedules are amended or other conditions require it.
- In the event of a natural disaster or political turmoil, travelers shall not be allowed to claim indemnity if itinerary changes are caused by forces of nature or for reasons relating to the travelers’ safety.
- Some potential events that may cause changes to the itinerary include (but are not limited to) agent or supplier’s inability to provide or facilitate a request, civil or religious celebrations, strikes, protests, or demonstrations, terrorist (or gang) attacks, fights or round-ups, tsunamis, earthquakes, tornados or typhoons.
- If travelers decide to diverge from the original itinerary, they shall be fully responsible for their own travels and/or maneuvers from and to whatever locations they wish to travel towards.
- Nippon Hippo shall not be liable for nor be in breach of the terms and conditions for any delay in performance or non-performance of its obligations under these terms if the delay or non-performance is due to circumstances beyond the reasonable control of the company, including but not limited to acts of God, war or threat of war, terrorist activity, riot, civil strife, industrial dispute, natural or nuclear disaster, fire or adverse weather conditions.
- Any change requests made within 14 days prior to the tour departure date—including itinerary modifications, car type changes, restaurant requests, or other travel arrangements—may incur additional charges. It is recommended to confirm the complete travel plan in advance to avoid these additional charges.
Commute
- Nippon Hippo is entrusted with the responsibility of executing all activities as per the agreed itinerary. Any requests for modifications to the itinerary post-payment or during the journey are subject to Nippon Hippo’s discretion and may be accommodated depending on the circumstances. If Nippon Hippo consents to such changes, additional charges will be incurred.
- In the event of delays, alterations, weather or technical issues, the time spent at the subsequent destination may be reduced and substitutions of similar value may be made.
- Nippon Hippo or its associates do not accept any liability for damage, loss, or inconvenience in the handling of travelers’ luggage or personal belongings.
- Nippon Hippo is not responsible for schedule delays resulting from traffic conditions caused by traffic accidents, weather conditions, or all other traffic-related issues beyond the company’s control.
- Nippon Hippo does not accept any liability in the event of transportation failure, including but not limited to delay in outward or inward flights, whether caused by weather, airline rescheduling, industrial action or mechanical failure. No refunds or compensation will be given for lost time and services from the itinerary due to delayed or cancelled flights or public transportation included in the traveler’s itinerary.
- For intra-city travel, Nippon Hippo will not utilize highways. If travelers insist on using highways, they will be required to pay the highway fee on the spot.
- Nippon Hippo offers one free baby car seat per tour booking. Additional baby car seats are available for additional charges(please inquire for details and pricing). To secure a baby car seat for your child, you must request it during your tour consultation session.
Disruptions & Challenges
- The traveler(s) agree to not produce physical, mental, and/or psychological disruptions to other travelers, the tour guide, or the tour.
- The traveler(s) accept full responsibility for their conduct during the tour.
- The traveler(s) agree to not bring any unregistered person(s) on the trip.
- The traveler(s) agree to indemnify Nippon Hippo against any claims, losses, demands, costs, and other expenses that may arise as a result of damage to property, person or accommodation, being refused travel, or flight diversion due to behavioral issues.
- Nippon Hippo and its affiliates shall not be held liable for any loss, damage or theft of personal belongings or luggage, or for the repatriation of customers in case of illness, death or accident.
- The traveler(s) acknowledge that the itinerary, accommodation, tour guide, commute, and overall trip details are predetermined and cannot be customized. Any requests for changes to these aspects are subject to the discretion of Nippon Hippo and may not be accommodated depending on the situation. If Nippon Hippo agrees to fulfill such requests, no refunds will be provided for the altered services. The traveler(s) agree that they will not seek refunds or chargebacks for such requests.
- The traveler(s) acknowledge that meal selections and portions are predetermined and cannot be customized or reduced. Any requests for changes to meal selections and portions are subject to the discretion of Nippon Hippo and may not be accommodated depending on the situation. If Nippon Hippo agrees to fulfill such requests, no refunds will be provided for the reduced meal portions. The traveler(s) agree that they will not seek refunds or chargebacks for such requests.
- The traveler(s) is required to communicate any dissatisfaction regarding the tour guide, meals, hotels, or drivers to our team on the same day during the tour. We will strive to address and resolve any issues to the best of our ability, depending on the situation. Please note that any complaints made after the completion of the trip will not be acknowledged. This is to ensure that we can provide immediate solutions and maintain the quality of our service during the tour.
Accommodation & Place of Stay
- While Nippon Hippo makes every effort to ensure accuracy in hotel information and descriptions, we are reliant on accommodations to give us accurate details. Since they are constantly changing facilities and services, we cannot be liable for any errors or omissions.
- If any feature is of critical importance to the vacation, it is the traveler’s responsibility to ask Nippon Hippo to check whether those features will be available at the time of occupancy at the given accommodation.
- Nippon Hippo will try its best to provide travelers with the most comfortable experience possible, but it is the travelers’ responsibility to check the itinerary prior to providing payment. Doing so will indicate that the traveler(s) agree to the pre-decided accommodations.
- Twin share accommodation is based on twin or double-bedded rooms, which are allocated by the hotel. Triple accommodation is normally supplied on the basis of a twin or double bed plus a roll-away bed.
- Single room accommodation must be reserved by people traveling alone and is subject to the payment of the applicable supplement.
- If during peak holiday periods Nippon Hippo is unable to confirm the specified accommodation, travelers will be assigned an accommodation of a similar standard as mentioned in the itineraries.
Chauffeur Service
- Our chauffeur service is available for a duration of 10 hours per day, commencing from the agreed pick-up location. This duration includes any potential delays due to traffic congestion or other unforeseen circumstances.
- In the event that the service extends beyond the allocated 10-hour period, it will be classified as overtime. Additional charges apply for overtime. Charges may be different depending on the car types, please enquire us for more information regarding the details and additional charges.
- Please note that even a minor extension beyond the agreed end time will result in overtime charges. (For example, if the service supposed to ends at 8.00pm, but extends slightly to 8:01 PM, it will be considered as one hour of overtime. Similarly, if it extends to 9:01 PM, it will be considered as two hours of overtime.)
Travelers may choose to settle the full payment during the tour confirmation prior to their departure for Japan or make the payment directly to driver upon their arrival in Japan.
4.1 Settle the full payment during the tour confirmation prior to their departure for Japan:
– To confirm the reservation of the driver service, a deposit amounting to 70% of the total cost is required. This deposit is non-refundable under any circumstances.
– The remaining balance of 30% must be cleared prior to the departure for Japan.
– In the event of a cancellation less than 30 days before the tour, the full payment is required.
– Travelers will only receive receipts from our Malaysia company. No other receipts will be provided.4.2 Make the payment directly to driver upon their arrival in Japan:
– A deposit is required to confirm the reservation of the driver service.
– Upon meeting the driver in Japan, travellers are required to immediately pay the full amount of to the driver.
– Once the driver has received the full payment, Nippon Hippo will refund the deposit within two working days.
– The deposit is non-refundable if the service is cancelled for any reason.
– If the service is cancelled less than 30 days before the tour, the full payment is required.
– Travellers will only receive a handwritten receipt from the driver in Japan. No other receipts will be provided.Driver will provide brief introduction about the travel location during the journey, allowing customers to explore attractions independently. Should customers require the driver to park and accompany them, an additional charge will apply. (Please inquire for details and pricing.)
Chauffeur Service
- Our chauffeur service is available for a duration of 10 hours per day, commencing from the agreed pick-up location. This duration includes any potential delays due to traffic congestion or other unforeseen circumstances.
- In the event that the service extends beyond the allocated 10-hour period, it will be classified as overtime. Additional charges apply for overtime. Charges may be different depending on the car types, please enquire us for more information regarding the details and additional charges.
- Please note that even a minor extension beyond the agreed end time will result in overtime charges. (For example, if the service supposed to ends at 8.00pm, but extends slightly to 8:01 PM, it will be considered as one hour of overtime. Similarly, if it extends to 9:01 PM, it will be considered as two hours of overtime.)
- Travelers will need to settle the full payment during the tour confirmation prior to their departure for Japan.
- All payments must be made in Ringgit Malaysia(RM).
- To confirm the reservation, a 30% deposit is required.
- The remaining 70% balance must be settled 30 days prior to the departure date.
- In the event of a cancellation less than 30 days before the tour, the full payment is required.
- Driver will provide brief introduction about the travel location during the journey, allowing customers to explore attractions independently. Should customers require the driver to park and accompany them, an additional charge will apply. (Please inquire for details and pricing.)
These Terms and Conditions (“Terms”) govern the services provided by Nippon Hippo (“Company,” “we,” “us,” or “our”) to the traveler(s) (“you,” “traveler,” or “client”). By making a booking or deposit, you acknowledge and agree to be bound by these Terms. It is your responsibility to read and understand these Terms in full before proceeding with any booking.
1. Acceptance of Terms
1.1 By making any payment towards a booking, the traveler confirms acceptance of these Terms and Conditions.
1.2 Nippon Hippo reserves the right to amend, modify, or update these Terms at any time without prior notice. It is the traveler’s responsibility to request the latest version prior to booking.
1.3 Nippon Hippo reserves the sole and absolute right to accept or reject any person as a traveler, or to cancel any tour or participation therein, at any time and for any reason, at its discretion.
2. Booking, Payment, and Invoicing
2.1 Deposit and Payment Schedule:
Full-Board Tour & Non-Full-Board Tour:
- 30% deposit at booking.
- 70% balance due 60 days prior to departure.
Private Chartered Tour:
- 50% deposit at booking.
- 50% balance due 30 days prior to departure.
2.3 Payments exclude bank transaction fees and exchange rate fluctuations, which remain the responsibility of the traveler.
2.4 A non-refundable processing fee of 4% of the full payment will be applied for payments made via debit or credit card.
2.5 Proof of payment is required for administrative tracking.
2.6 Once an invoice is issued and a deposit or full payment is received, the tour price is fixed. Travelers are responsible for verifying invoice accuracy. Any additional requests not included on the invoice will not be considered part of the terms and conditions.
2.7 Important notice regarding payments & booking policy.
- Bookings will only proceed once payment is received and confirmed in Nippon Hippo’s account.
- Payment screenshots are not accepted as proof of payment; the full amount must clear in our account before booking is confirmed.
- In case of cancellation, the refund policy outlined in these Terms will apply, strictly based on the notice period and non-refundable items.
- For your safety and ours, overpayment refunds will not be processed to third parties.
- Travelers must provide accurate personal details and valid passport information at the time of booking. These are required for hotel and transport arrangements.
3. Cancellation Policy
| Notice Period (Days) | Cancellation Fee | Justification |
|---|---|---|
| ≥ 60 | 30% of tour fare | Covers non-refundable airline deposits, hotel payments, administrative costs, and other non-refundable items. |
| 45–59 | 50% of tour fare | Airlines and some suppliers are partially confirmed. |
| 30–44 | 80% of tour fare | Hotels are fully paid; attractions and restaurants are partially confirmed. |
| 15–29 | 100% of tour fare | Flights, bus, and restaurant bookings are fully paid and non-refundable. |
| ≤ 14 | 100% of tour fare | All services fully paid and confirmed; no refunds. |
| Notice Period (Days) | Cancellation Fee | Justification |
|---|---|---|
| ≥ 60 | 70% of tour fare | Covers non-refundable airline deposits, hotel payments, admin costs, and other non-refundable items. |
| 45–59 | 80% of tour fare | Hotels and flights are fully paid; attractions are partially confirmed. |
| ≤ 44 | 100% of tour fare | All services confirmed and fully paid to suppliers; strictly non-refundable. |
3.3 Additional Cancellation Terms:
- Certain services (e.g. air tickets, hotel bookings, theme park passes, restaurant reservations) may be non-refundable once issued, regardless of notice period.
- Refunds, if any, are subject to amounts recoverable from third-party providers and may take 30–60 working days to process.
- Name changes may be possible with an RM300 administrative fee, subject to supplier approval.
4. Conduct and Responsibilities
4.1 Travelers must not engage in behavior that disrupts the tour, endangers others, or damages property.
4.2 Travelers agree not to bring unregistered persons on the trip.
4.3 Travelers agree to indemnify Nippon Hippo against claims, losses, or expenses arising from their actions, including any damage, refusal of travel, or flight diversion due to behavioral issues.
4.4 Nippon Hippo reserves the right to remove any traveler from the tour without refund if they breach these Terms.
4.5 Once a traveler is expelled from the trip, Nippon Hippo will no longer be responsible or liable for any subsequent actions or plans.
4.6 Nippon Hippo will not be liable for any penalty payments or other forms of punishment that may be imposed on the traveler(s).
4.7 Travelers agree that the itinerary, accommodation, tour guide, commute, and meals are predetermined and cannot be customized. If any requests for changes are accepted at Nippon Hippo’s discretion, no refunds or chargebacks will be provided for altered services.
4.8 Meal selections and portions are predetermined and cannot be customized. If any requests for changes are accepted at Nippon Hippo’s discretion, no refunds or chargebacks will be provided for reduced or altered meals.
4.9 Travelers must communicate any dissatisfaction regarding the tour guide, meals, hotels, or drivers to Nippon Hippo’s team on the same day during the tour. Complaints made after the tour will not be acknowledged.
5. Travel Documentation and Insurance
5.1 Travelers must hold a valid passport, with at least six months validity beyond the return date.
5.2 Obtaining visas is the responsibility of the traveler. Nippon Hippo will not be liable for denied entry or visa-related issues.
5.3 Visa Application Assistance:
- Payment for visa application assistance must be made in full upfront and is non-refundable.
- Nippon Hippo cannot guarantee visa approval and will not be liable for any denied applications.
5.4 Travel insurance is strongly recommended. Travelers must liaise directly with insurers regarding coverage, including exclusions for pre-existing conditions.
5.5 Nippon Hippo disclaims liability for damages, losses, or expenses caused by acts or omissions of independent contractors, insurers, or third parties.
6. Force Majeure (Before Tour Start Date Only)
6.1 This clause applies only to tours that have not yet commenced. Once a tour has started, no postponement, rescheduling, or refund under Force Majeure will be provided.
6.2 In the event of circumstances beyond Nippon Hippo’s reasonable control — including but not limited to natural disasters (e.g. earthquakes, typhoons, tsunamis, floods), war, civil unrest, pandemics, government-imposed travel restrictions, or other unforeseen events that make it unsafe or impossible to deliver the agreed travel services, our responsibility shall be limited as outlined below.
- Postpone or Reschedule: Nippon Hippo will provide reasonable assistance to help postpone or reschedule the trip to a later date, subject to availability and the policies of relevant service providers, including airlines, hotels, transport operators, and local partners.
- Partial Refund: A partial refund may be granted based strictly on the amount recoverable from our suppliers, after deducting any non-refundable deposits, cancellation charges, and administrative costs already incurred.
7. Itinerary and Travel Changes
7.1 Itineraries may change due to airline schedules, weather, supplier availability, or other factors beyond our control.
7.2 No indemnity will be paid for changes due to acts of God, natural disasters, political turmoil, or civil unrest.
7.2.1 Additional Force Majeure Events: Examples of force majeure include but are not limited to natural disasters (earthquakes, typhoons, floods), war, terrorism, riots, strikes, industrial disputes, pandemics, and government travel advisories.
7.3 Travelers diverging from the itinerary do so at their own risk and expense.
7.4 Requests for changes made within 14 days of departure may incur additional charges and are subject to approval.
7.5 Nippon Hippo reserves the right to cancel a tour or refuse service to anyone deemed disruptive or unsafe.
8. Transportation and Commute
8.1 Nippon Hippo is not responsible for delays due to traffic, weather, mechanical failures, or other factors beyond our control.
8.2 No refunds or compensation will be provided for lost time or services due to transportation issues.
8.3 Highway tolls for intra-city travel are at the traveler’s expense and payable on the spot.
8.4 One baby car seat is included per tour; additional seats are available at extra cost (request at the time of consultation).
9. Accommodation
9.1 Accommodation details are based on supplier information; Nippon Hippo is not liable for changes or inaccuracies.
9.2 Twin-share and triple accommodations are allocated by the hotel; single supplements apply.
9.3 Equivalent alternatives may be arranged during peak periods.
9.4 By making payment, travelers accept the accommodations provided.
10. Chauffeur Service
10.1 Chauffeur service is provided for up to 10 hours daily, including traffic delays.
10.2 Overtime charges apply per hour or part thereof; even a one-minute extension incurs an extra hour’s charge.
10.3 Full payment must be settled before departure for Japan.
10.4 Drivers provide brief local introduction in the car but do not accompany travelers to attractions.
11. Liability and Disclaimers
11.1 Nippon Hippo shall not be liable for injury, loss, damage, delay, or expense caused by factors beyond its control.
11.2 Travelers waive any right to punitive damages; disputes are limited to actual documented losses only.
11.3 Nippon Hippo’s liability, if any, is limited to the amount paid by the traveler for the relevant service.
11.4 All services are accepted at the traveler’s own risk.
12. Dispute Resolution and Legal Jurisdiction
12.1 Any arbitration against Nippon Hippo must be commenced within one week following the date of tour completion.
12.2 Travelers waive any right to punitive damages.
12.3 These Terms are governed by the laws of the country in which Nippon Hippo is registered. Any disputes shall be resolved in the competent courts of that jurisdiction.
13. Acknowledgment
13.1 By making payment for any tour or service, travelers confirm they have read, understood, and agreed to these Terms and Conditions.
Tour Guide Arrangement
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During the tour, there may be one or more tour guides assigned to the trip. The number of tour guides is determined by Nippon Hippo based on various factors including but not limited to the size of the group, the nature of the activities, and logistical considerations. The traveler(s) agree to respect and follow the instructions of all assigned tour guides for the duration of the trip.
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Our tour guides are committed to providing services for a duration of 8 to 10 hours per day(the specifics of each tour may differ). Please note that any requirement for services beyond the agreed duration during itinerary planning stage will be considered as overtime and will be subject to additional charges.
Tour Guide Responsibilities
Responsibilities of Tour Guides: Our tour guides are entrusted with the task of organizing and leading tours. They ensure adherence to the itinerary and maintain the schedule.
Coordination: Tour guides are also tasked with coordinating the movement of tourist groups to ensure a smooth and enjoyable experience.
Language Assistance: Our guides provide assistance in bridging language gaps for those who may not be fluent in the local language, facilitating seamless communication.
Information Provision: Tour guides are committed to providing visitors with interesting and factual information about the places they visit, enhancing the overall tour experience.
Ticket Purchases and Service Bookings: If necessary, tour guides may be responsible for purchasing attraction tickets and booking on-ground services. This is applicable if tickets have not been purchased or services have not been booked in advance for any reason.
Additional Service Requests: Traveler(s) may request services that are not explicitly mentioned in points 1 to 5 during the itinerary planning stage or during the trip. These requests will be considered on a case-by-case basis. Please note that these additional services may or may not incur extra charges. The final decision on whether to accept these requests rests with Nippon Hippo.
Driver Arrangement
- In the event of a flight delay, we kindly ask you to inform us as soon as possible.
- Please note that delays or cancellations of your connecting flights may impact your pre-booked car service. Regrettably, we cannot accommodate changes or cancellations in such circumstances.
- Our standard rates apply from 6:00 am to 10:59 pm. Please note that prices may vary depending on the type of car selected.
- For services between 11:00 pm and 5:59 am, an additional fee of 3000 yen will be charged on top of the standard rate. This also applies to delayed waiting times. For instance, if a customer is scheduled to meet the driver at 9:30 pm but arrives late at 11:15 pm, an additional waiting time fee of 5000 yen and a late-night fee of 3000 yen will be charged.
- Due to airport regulations, long-term parking at arrival areas is often prohibited. The driver will wait in the designated parking lot. Once you have collected your luggage, the driver will move the car to a designated pick-up location. Depending on the airport layout, you may need to wait at this pick-up spot for approximately 10-15 minutes.
- Customers have the option to schedule their meet-up time with the driver based on their flight landing time or a self-set time. This needs to be decided during the itinerary planning and payment stage.
Schedule Meet Up Time Based On Flight Landing Time
- If you set your meet-up time based on your flight landing time and your flight is delayed by up to 2 hours, the driver can still accommodate you. They will wait for a maximum of 90 minutes after your new arrival time.
- If there’s any delay, you need to inform our support team about the reason and the estimated new meet-up time.
- Depending on the situation, the driver may accept or reject your delay request.
- If the driver agrees to wait, you’ll be charged an extra ¥5,000 for every 30 minutes beyond the agreed end time.
- Extra charges will be paid directly to the driver.
- This applies even if you’re just a minute late (for example, if you’re supposed to meet at 8:00 PM, the extra charge applies from 8:01 PM to 8:30 PM).
- If the driver rejects your delay request, you won’t get a refund.
- You can request a new driver if your original driver can’t wait, but this depends on driver availability. Please note that this would be considered a new order, so you’ll need to pay again.
Schedule Meet Up Time Based On A Self-set Time
- The driver will wait for a maximum of 30 minutes from the agreed meet up time during itinerary planning stage.
- If there’s any delay, you need to inform our support team about the reason and the estimated new meet-up time.
- Depending on the situation, the driver may accept or reject your delay request.
- If the driver agrees to wait, you’ll be charged an extra ¥5,000 for every 30 minutes beyond the agreed meet up time during itinerary planning stage.
- Extra charges will be paid directly to the driver.
- This applies even if you’re just a minute late (for example, if you’re supposed to meet at 8:00 PM, the extra charge applies from 8:01 PM to 8:30 PM).
- If the driver rejects your delay request, you won’t get a refund.
- You can request a new driver if your original driver can’t wait, but this depends on driver availability. Please note that this would be considered a new order, so you’ll need to pay again.
Additional Services
- Customers may request the driver to hold a sign for an additional charge of 2000 yen. The driver will park the car in the designated lot and wait for you at the arrivals lobby or exit with your name displayed. The specific pick-up procedure will be communicated directly by the driver.
- Child seat fee: the first child seat is free, and the second child seat costs an additional 5,000 yen/child.