Policies
Cancellation and refund policy
Plain terms for changing or cancelling a booking with Tokoro Travel.
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On this page
At a glance Changing your date How to cancel If we have to cancel Weather and outdoor experiences Late arrival How refunds are paid Planning serviceAt a glance
For multi-day journeys, hotel, rail and other third-party costs follow each supplier's own terms. We share those with you before you pay.
Changing your date
You can move a booking once at no cost if you tell us at least 14 days before, subject to availability. A later change is treated as a cancellation.
How to cancel
Email info@tokorotravel.com or reply to your confirmation with your booking number. The cancellation date is the day we receive your message, in Japan time.
If we have to cancel
Occasionally an artisan falls ill, a venue closes or a typhoon makes travel unsafe. If we cancel, you choose between a new date and a full refund.
We cannot refund flights or hotels you booked yourself, so we recommend travel insurance that covers cancellation.
Weather and outdoor experiences
Light rain does not stop most experiences. If a game is rained off or a trail is closed, we offer another date or a full refund.
Late arrival
Studio sessions start on time. If you arrive late the session may be shorter, and the missed time is not refunded.
How refunds are paid
Refunds go back to the card or account you paid with, within 10 business days of approval. Your bank may take a few more days to show it.
Planning service
The planning fee covers work we have already done, so it is non-refundable once we have sent your first draft itinerary.