1. Booking & Confirmation

All bookings are subject to availability and operational feasibility. A booking is confirmed only after Japan Awaits has received the required payment and issued written confirmation.

Customers are responsible for reviewing booking details, including travel dates, passenger numbers, itineraries, meeting arrangements, and service requirements, and notifying Japan Awaits promptly of any discrepancies.

Additional conditions specified in the quotation or booking confirmation will apply to the relevant booking, subject to applicable law.

2. Quotation Validity, Pricing & Payment

Quotation Validity

Each quotation is valid until the payment deadline specified in the quotation. The required payment must be received within this period to proceed with the booking.

If payment is not received by the stated deadline, the quotation will automatically expire. Any subsequent booking request will be subject to updated pricing and availability, as supplier costs and service availability may change, particularly as the tour date approaches.

Pricing & Payment

Tour prices are based on travel dates, passenger numbers, itinerary requirements, and the services requested. Changes to these details may result in revised pricing.

Full payment is generally required for standard tours unless otherwise specified.

For customized multi-day tours, a 50% deposit is required to confirm the booking, with the remaining 50% payable at least 45 days before the tour commencement date, unless otherwise agreed in writing.

Bookings made within 45 days of departure may require full payment upon confirmation.

Payment deadlines and any approved extensions will be communicated in writing.

3. Consultation, Planning & Handling Fees

Consultation Fee

A consultation fee of JPY 2,500 applies to eligible customized multi-day tour requests unless waived by Japan Awaits.

This fee covers the initial review of travel requirements, feasibility assessment, preliminary itinerary recommendations, and quotation preparation. It does not include confirmed reservations or a detailed day-by-day itinerary.

The consultation fee is credited toward the final booking amount if the Customer proceeds with a confirmed booking. Otherwise, it is non-refundable.

Planning & Handling Fees

A separate handling fee of 5% of the confirmed customized multi-day tour value applies to the planning and arrangement process.

Additional planning or handling charges applicable to other customized services will be disclosed before booking confirmation.

The treatment of these fees in the event of cancellation will follow the agreed booking conditions and applicable law. The same costs will not be charged twice.

4. Cancellation & Refund Policy

All cancellation requests must be submitted to Japan Awaits in writing. Cancellation charges are calculated based on the number of calendar days between the date Japan Awaits receives the cancellation request and the scheduled tour commencement date.

Cancellation Charges — Customized Multi-Day Tours

Planning & Handling Fees

Applicable planning or handling fees are treated separately from cancellation charges, as disclosed at the time of booking and subject to applicable law. No charges will be duplicated for the same costs.

Customized Single-Day Tours

No consultation fee applies to customized single-day tours.

Where Japan Awaits has prepared and provided a customized itinerary, a 15% planning/cancellation charge may apply to cancellations outside the applicable product cancellation schedule. Where another cancellation charge applies, only the higher applicable charge will be used.

Non-Refundable Services

Certain arrangements, including accommodation, transportation, special events, attraction tickets, and other supplier services, may be subject to non-refundable conditions. Such conditions will be disclosed before booking confirmation.

Other Tours & Special Conditions

Fixed tours, attraction tickets, special events, transport-only bookings, and reservations made through third-party platforms may have different cancellation policies. These conditions will be communicated before booking confirmation and will apply where contractually appropriate.

Refunds

Eligible refunds will be processed through the original payment method or another agreed payment channel. Processing times may vary depending on the payment provider.

5. Booking Amendments

Requests to change confirmed bookings, including travel dates, passenger numbers, itineraries, transportation, accommodation, or other services, must be submitted in writing.

All amendments are subject to availability, operational feasibility, and confirmation by Japan Awaits.

Amendment Fee Schedule

Additional supplier charges or price differences may apply and will be communicated before confirming any changes.

Japan Awaits may decline amendment requests that cannot reasonably be accommodated.

6. Tour Operations, Waiting Time & Unforeseen Events

Waiting Time & Late Arrival

Guests must arrive at the designated meeting point at the scheduled meeting time.

Japan Awaits allows a maximum waiting time of 30 minutes from the scheduled meeting time, unless different arrangements have been confirmed in writing.

Late arrival may result in reduced tour duration without an extension of the original scheduled end time.

If Guests fail to arrive within the waiting period and no alternative arrangement has been confirmed by Japan Awaits, the booking may be treated as a no-show, subject to the applicable cancellation conditions.

Additional waiting time, guide overtime, transportation expenses, or itinerary adjustments may incur additional charges, subject to availability.

Operational Changes & Unforeseen Events

Japan Awaits may make reasonable adjustments to tour arrangements due to weather, transportation disruptions, safety concerns, supplier availability, or circumstances beyond its reasonable control.

Where a significant change or cancellation becomes necessary, Japan Awaits will inform the Customer as soon as reasonably practicable and communicate available alternatives, rescheduling arrangements, or applicable refunds in accordance with the booking agreement and applicable law.

7. Responsibilities, Excursions & Liability

Responsibilities of Japan Awaits

Japan Awaits will exercise reasonable care and skill in arranging and providing the services included in a confirmed booking. We take reasonable steps to select suitable guides, transportation providers, accommodation providers, and other suppliers.

Descriptions, prices, itineraries, and information regarding suppliers are provided in good faith based on information reasonably available to Japan Awaits at the time of publication or quotation.

Japan Awaits is responsible for failures to perform its contractual obligations to the extent attributable to Japan Awaits under the applicable agreement and law.

Where Japan Awaits becomes unable to provide a material part of a confirmed booking, we will notify the Customer as soon as reasonably practicable and seek to arrange an appropriate alternative, rescheduling, or an applicable refund.

Customer & Guest Responsibilities

Customers and Guests are responsible for ensuring that all booking information is complete and accurate, including passenger names, contact details, travel dates, meeting locations, and special requirements.

Guests are responsible for obtaining valid passports, visas, entry permissions, and other documents required for their travel, and for complying with applicable laws and entry requirements.

Guests are responsible for safeguarding their personal belongings. Any theft, loss, or damage should be reported promptly to the relevant authorities, supplier, or Japan Awaits, as appropriate.

Guests must behave respectfully toward guides, suppliers, other travelers, and members of the public, and follow reasonable instructions relating to safety and tour operations.

Japan Awaits may take reasonable measures where a Guest’s conduct threatens safety or prevents the lawful operation of the service.

Damage & Additional Charges

Guests are responsible for damage to property, vehicles, accommodation, venues, or equipment caused by their intentional misconduct or negligence, to the extent legally attributable to them.

Guests are also responsible for additional expenses arising from their requests or conduct, including additional services, extended vehicle use, guide overtime, or supplier charges, where properly incurred under the booking agreement.

Any additional charges will be communicated with reasonable supporting details and collected through an authorized payment method, subject to applicable law.

Health, Accessibility & Special Requirements

Guests should notify Japan Awaits before booking of any relevant accessibility needs, mobility limitations, dietary restrictions, or special arrangements.

Japan Awaits will make reasonable efforts to accommodate disclosed requirements but cannot guarantee arrangements that have not been expressly confirmed.

Guests are responsible for obtaining appropriate medical advice and are strongly encouraged to maintain comprehensive travel insurance covering medical emergencies, cancellations, and unforeseen disruptions.

Unused Services

No refund will generally be provided for services voluntarily missed or unused by Guests, including late arrivals, early departures, or failure to attend scheduled activities, unless otherwise agreed in writing or required by law.

Independent Suppliers

Japan Awaits works with independent service providers, including tour guides, transportation operators, accommodation providers, and other suppliers.

Certain services may be subject to the suppliers’ own booking conditions, safety rules, and operational requirements, where disclosed and applicable.

Japan Awaits will exercise reasonable care in arranging these services and provide reasonable assistance when material supplier disruptions occur.

Excursions & Independently Arranged Activities

Excursions, activities, transportation, or other services booked directly by Guests with third-party providers and not included in the confirmed Japan Awaits booking constitute separate arrangements between the Guest and the relevant provider.

Such independent arrangements are subject to the provider’s own terms, conditions, and operational requirements.

Japan Awaits is not a party to these independent agreements and is not responsible for their performance unless Japan Awaits has expressly undertaken responsibility or is otherwise legally liable.

Guests are responsible for reviewing the suitability, safety requirements, prices, cancellation terms, and insurance coverage of independently arranged activities.

Providing general information or recommendations about independent activities does not by itself constitute a confirmed booking or guarantee of those services.

Liability

Japan Awaits is not responsible for losses arising solely from Guests’ actions or omissions, independently booked services, or circumstances for which Japan Awaits is not legally responsible.

Where compensation is payable due to a failure attributable to Japan Awaits, the amount will be determined in accordance with the applicable agreement and Japanese law.

Nothing in these Booking Terms & Conditions excludes or limits liability for intentional misconduct, gross negligence, or any other liability that cannot legally be excluded or limited.

8. Use of Images, Videos & Comments

Promotional Use

Japan Awaits and its authorized service providers may request permission to use photographs, videos, written comments, or testimonials featuring Guests for publicity and promotional purposes, including websites, social media, and printed marketing materials.

Such use is subject to applicable privacy laws and any consent or permissions legally required.

Opt-Out

Guests who do not wish to be photographed, filmed, or featured in promotional materials are encouraged to inform Japan Awaits in writing at the time of booking or notify their tour guide during the experience.

Japan Awaits will make reasonable efforts to respect these preferences and communicate them to relevant service providers.

Post-Trip Requests

Guests may contact Japan Awaits to request the removal of identifiable images or videos from promotional materials under its control.

Japan Awaits will review and address such requests in accordance with applicable law. Removal from previously printed or distributed materials may not always be technically possible.

9. Data Protection, Complaints & General Conditions

Data Protection & Privacy

Japan Awaits collects and processes personal information necessary to respond to inquiries, prepare quotations, manage bookings, arrange travel services, process payments, communicate with Customers, and provide customer support.

Personal information may include names, contact details, travel dates, passenger information, accommodation and transportation requirements, and special requests.

To provide booked services, Japan Awaits may share relevant personal information with authorized guides, accommodation providers, transportation companies, attractions, venues, and other suppliers, to the extent reasonably necessary and legally permitted.

Information may also be shared with payment processors, professional advisers, government authorities, or regulatory bodies where necessary and legally permitted or required.

Where Guests provide sensitive information relating to health, accessibility, dietary restrictions, or other personal requirements, Japan Awaits will handle that information in accordance with applicable privacy laws and share it only on an appropriate legal basis.

Japan Awaits will take reasonable organizational and technical measures to protect personal information against unauthorized access, disclosure, alteration, or loss.

Personal information will be retained for as long as reasonably necessary for legitimate business purposes or as required by law.

Payments may be processed through authorized third-party payment providers. Payment card information will be handled according to the arrangements and security requirements of the relevant provider.

Customers may contact Japan Awaits to request access to, correction of, or other legally available action concerning their personal information. Such requests will be handled in accordance with applicable privacy laws and the Japan Awaits Privacy Policy.

Complaints & Dispute Resolution

If a Customer or Guest experiences a problem with a service arranged by Japan Awaits, they should report the issue as soon as possible to the assigned tour guide, Tour Coordinator, Japan Awaits, or relevant service provider.

Early reporting allows Japan Awaits an opportunity to investigate the issue and, where practicable, provide an appropriate solution during the tour.

If the issue cannot be resolved during the tour, the Customer should submit a formal written complaint within 30 calendar days after the tour ends.

The complaint should include the booking reference, tour date, description of the issue, relevant supporting evidence, and the requested resolution.

Formal complaints may be submitted to info@japanawaits.com or booking@japanawaits.com.

Japan Awaits will investigate complaints in a reasonable manner and, where necessary, consult the relevant guides, suppliers, and operational teams.

Japan Awaits will aim to provide a substantive response within 30 calendar days of receiving the complaint. Where further investigation is required, the Customer will be informed of the delay and next steps.

For bookings made through a Travel Agency, the agency should coordinate the complaint with Japan Awaits and provide relevant booking details and supporting information.

Failure to report an issue promptly may affect the ability to investigate the circumstances or arrange an immediate remedy. However, failure to comply with the recommended complaint timeframe does not automatically remove any rights or remedies available under applicable law.

The parties will first seek to resolve disputes through good-faith communication and reasonable cooperation.

Travel Agency & Third-Party Bookings

Bookings made through travel agencies or online booking platforms may be subject to additional applicable conditions agreed with those parties.

Where booking-specific or platform conditions apply, these will be communicated through the relevant booking channel, subject to applicable law.

Governing Law

These Booking Terms & Conditions are governed by the laws of Japan, subject to any mandatory legal protections applicable to the Customer.

These Booking Terms & Conditions may be supplemented by product-specific conditions, supplier requirements, and written agreements disclosed before booking confirmation, subject to applicable law.