Cancellation Policy
We respectfully ask that all customers carefully review and acknowledge their agreement to the following cancellation policy. Your cooperation in this matter is greatly appreciated.
Airport/Tokyo Disneyland&Sea/Tokyo Station transfers:
・Cancellations made 24 hours before your reservation date/time will receive a full refund.
・Cancellations made less than 24 hours before your reservation date/time will not receive a refund.
Tours/Charter/Long distance P2P transfers services:
・Cancellations made 3 days before your reservation will receive a full refund.
・Cancellations made 1-2 days before your reservation will receive a 30% refund.
・Cancellations made less than 24 hours before your reservation date/time will not receive a refund.
No Show:
If the flight status changes to “Arrived” and our driver is unable to contact the passengers, the order will be designated as a no-show and will not be eligible for a refund.
Questions Regarding Airport Transfers
Q. How long will the driver wait for me?
– A. For “Airport to Location” we provide free waiting service up to 60 minutes after your selected pickup time. For “Location to Airport” we provide free waiting service up to 30 minutes after your selected pickup time. Waiting time exceeding the above will be charged ¥5,000/30 mins. Please let us know ASAP if your flight is delayed.
However, there will be No refund if flight status becomes “Arrived” with no contact.
Q. What is surge pricing?
– A. Surge pricing is additional charges due to high demands – for example during tourist season or national holidays.
Q. Do you have late night/early morning charges?
– A. Yes, we charge an extra ¥5,000 for pickups between 11:00 pm and 6:30 am.
Q. Can I book on behalf of someone?
– A. Yes, of course. However, please be sure to let us know at least one of the passenger’s name and contact information so we can get in touch with them.
Q. What are the payment methods?
– A. You can choose to pay by credit card (in advance, upon booking) or by cash (on the day, directly to your driver).
Q. What is “airport meeting service”?
– A. If you choose “airport meeting service”, your driver will meet you at the Arrival Lobby/Arrival Halls (outside of customs) holding a sign with your name on it.
Questions Regarding Tours
Q. When does the tour start and end?
– A. The tours start and end when the driver picks you up from your accommodation in Tokyo and drops you off at the end of the day. In the case of your accommodation being outside of Tokyo 23 Wards, your tour will start and end when the driver departs and arrives in Tokyo at the end of the day.
Q. What if there are several pickup/drop-off points?
– A. That’s no problem as far as the tour finishes in time.
Q. Can we cancel the tour when it rains for free?
– A. You can cancel the tour without cancellation fee by the day before. We also check the weather forecast everyday and may suggest rescheduling the tour if the forecast isn’t good enough.
Q. Are there any extra fees if the pickup/finish time is late at night/ early morning?
– A. There will be no extra fee depending on the pickup/finishing time of the tour.
Q. Can our pets also join the tour?
– A. Sure, but please keep them in carrier bags/ travel crates.
Q. What are the payment methods?
– A. You can choose to pay by credit card (in advance) or by cash (on the day).
Q. What does the price include?
– A. The price include toll fees, gas, tax, etc. It doesn’t include fees for such as: lunch/food/beverage, entrance fee of tourist spots, fee of boats/cable cars, etc.
Q. What would the price be if we want to extend the tour?
– A. The extension fee is 5,000yen/30 minutes.
Q. Will there be a refund if we finish the tour earlier than booked?
– A. There will be no refunds in case the tour finishes early. If the tour will finish earlier due to accidents, natural disaster, sudden sickness, etc., please contact us and we can discuss about it.
Q. Why are there extra fees for “Driver Tour Guide” for the Tokyo Tours?
– A. Since parking fees in Tokyo are quite pricey, we need to add extra fees if you want your driver to be your tour guide. However, please note that your driver may not be able to guide you in certain areas due to lack of parking spaces, such as the Imperial Palace, Takeshita Street, etc.
Q. Does the tour fee include entrance fees for tourist spots?
– A. No, it does not include entrance fees. Please purchase your entrance fees separately. If you need help purchasing on the day of your tour, your driver could help you purchase them. (We will not be able to help with tickets that need advanced booking.) Please note that if you would like your driver to join you, you will need to pay for your driver’s entrance fee as well.
