FAQ
Essential information about reservations, payment, language support, age requirements and accessibility.
Reservations and payment
When is my booking confirmed?
Your booking is confirmed after we issue the booking confirmation and the required payment is completed. An enquiry or application alone does not secure a reservation.
What is included in the price?
Your quotation clearly states all inclusions, including the vehicle, concierge, parking and expressway tolls. Meals, accommodation, admissions and cultural activities are charged separately at cost unless expressly included.
Can I change or cancel my booking?
Changes and cancellations are accepted by email or the designated messaging channel. For transfers and day services, the cancellation fee is 30% from 7–3 days before, 50% from 2 days before through the previous day, and 100% on the day, for no-shows, or after the service has begun. For overnight, multi-day and special arrangements, the fee is 20% from 20–8 days before, 30% from 7–3 days before, 50% from 2 days before through the previous day, and 100% on the day, for no-shows, or after the service has begun. Any third-party cancellation fees and non-refundable amounts are charged separately at cost.
Age and travel conditions
Can children join a journey?
Guests must be age 12 or older and able to use the vehicle’s installed seat belt correctly. For safety reasons, we do not provide, rent or install child seats or booster seats.
Can you accommodate a wheelchair user?
We are currently unable to accept reservations from wheelchair users. No individual exceptions are available.
About the service
Is English support available?
English-language support can be arranged. For guests who do not speak Japanese, it is required for selected experiences, including Peace & Hope. Guests who speak Japanese do not require English support. Specialist business, medical or legal interpreting is not available.
How many guests can travel?
The Mercedes-Benz E-Class is generally for 1–2 guests and the Toyota Alphard for 1–4 guests. Guest capacity or the vehicle may be adjusted depending on the number and dimensions of luggage.
Can I call you?
We currently communicate by email and WhatsApp message only. Voice-call and telephone support are not available.
Can the itinerary be changed freely?
We propose each itinerary around your preferences. Changes after booking may incur additional charges or cancellation fees depending on availability, travel time and venue conditions. For same-day changes caused by weather or traffic, we will advise you with safety as the priority.