Refund policy

One-Day Experiences Without Tickets

For standard one-day experiences that do not require any ticket purchases or special concierge arrangements, cancellations made at least 24 hours before the scheduled start time are eligible for a refund, minus a processing fee. Cancellations made within 24 hours are non-refundable.

Multi-Day Tours & Custom Packages

Due to the extensive planning, logistics, and staff allocation required for multi-day itineraries, refunds for these bookings are assessed on a case-by-case basis.

If you request a cancellation for a multi-day or custom package, the refund amount will be calculated based on:

  • Third-Party Costs: Any non-recoverable costs paid to partners (hotels, tickets, vehicle reservations).
  • Work Done & Time Invested: A deduction will be applied for the hours already invested by our team in planning, itinerary creation, concierge services (e.g., restaurant reservations, venue scouting), and communication.
  • Opportunity Cost: Fees associated with reserving exclusive staff/vehicles that prevented other bookings.

We reserve the right to withhold a portion of the payment to cover these operational costs, even if the tour has not yet commenced.

Bookings with Tickets, Hotels, or Flights

Once payment is received, we or our trusted partners immediately proceed with securing bookings. These are subject to the following:

  • If a booked item is refundable under the partner’s policy, we will process that refund to you, minus an administrative/cancellation fee of 15% of the total booking value (or minimum ¥10,000) to cover processing and handling costs.
  • If a booked item is non-refundable (including many attraction tickets and special vehicle hires), we cannot issue a refund for it, regardless of when the cancellation is made.

Planning & Concierge Fees

Service fees charged for itinerary design, restaurant reservation management, and on-site scouting/verification are considered services rendered at the time of planning. These portions of your invoice are non-refundable once the planning work has been delivered or the reservations secured.

Tangible Itinerary Products

Tangible products (printed itineraries, maps, guidebooks) are non-refundable once shipped unless defective. Digital itinerary files (PDFs) are non-refundable once delivered.

Refund Request Process

  1. Contact Us: Email us at Contact@tokyoprivatetours.com with your booking details.
  2. Assessment: Requests will be reviewed based on the work already performed and partner policies.
  3. Processing Time: Approved refunds will be processed via the original payment method within 10 business days.

By making payment, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

Shipping Policy

Overview

Tokyo Private Tours primarily offers non-physical services. "Shipping" refers to service confirmation and scheduling.

Service Fulfillment

  • Booking Confirmation: Confirmed within 24–48 hours of payment.
  • Delivery Time: Refers to the confirmation of your itinerary and schedule.