Cancellation Policy

This page explains how cancellations of bookings, changes to schedule or content, and processing of refunds and payments are handled on TomoTrip (the "Service").

Please read this policy together with our Terms of Service and Guide Activity Terms. Specific handling may be decided on a case-by-case basis depending on the payment method, payment status, and confirmation by the TomoTrip operations team.

1. Purpose of this page

This page summarizes the basic approach and operational guidelines for cancellations, changes, and refunds, so that both tourists and guides can use the Service with peace of mind.

The specific cancellation-fee and refund standards in this policy will apply once TomoTrip's in-site payment feature becomes available. During the current limited-beta preparation period, in-site payment is not yet available. We will announce the launch on the site.

2. Cancellation before a booking is finalized

While tourists and guides are still exchanging chat messages or proposals and a booking has not yet been finalized, either party may stop the discussion at any time.

No cancellation fee applies at this stage. Where possible, please let the other party know via in-app chat that you will not be moving forward.

3. Cancellation after a booking is finalized

If you need to cancel a finalized booking, please contact the other party and the TomoTrip operations team through the app as early as possible.

Please see "5. Cancellation by the tourist" and "8. Refund and payment processing" for the applicable standards.

Cancellations close to the start time of an experience affect the preparation of guides and partner stores, so please notify us as early as possible.

4. Cancellation by the guide

If a guide is unable to provide the experience due to illness, emergencies, or other unavoidable circumstances, the guide must promptly inform the tourist and the TomoTrip operations team and respond in good faith.

If the guide is unable to conduct the experience for reasons attributable to the guide, any payment already made is in principle subject to a full refund (processed after review by TomoTrip, including the handling of external refund costs). Rescheduling is also possible by mutual agreement.

5. Cancellation by the tourist

If a tourist needs to cancel for personal reasons (schedule changes, illness, or other circumstances), please contact the guide and the TomoTrip operations team through the app as early as possible.

Whether and how much can be refunded may vary depending on the timing of the cancellation, the payment method, and payment status.

Cancellation by the tourist — fee schedule (applies after in-site payment launches)

The following schedule will apply once TomoTrip's in-site payment feature becomes available. During the current limited-beta preparation period, in-site payment is not yet available.

Please notify the guide and TomoTrip via in-app chat. The applicable time is determined based on when TomoTrip confirms the cancellation request.

In cases of unavoidable circumstances, TomoTrip may review the situation and make an individual decision.

6. Force majeure (weather, disasters, transportation, etc.)

If safe operation becomes difficult due to events beyond the parties' control — such as typhoons, heavy rain or snow, earthquakes, sudden spread of infectious diseases, or major delays or suspensions of public transport — please prioritize safety in your decision.

Do not force the experience to go ahead. Where possible, contact the other party and the TomoTrip operations team through the app as quickly as you can.

If safe conduct of the experience becomes impossible due to causes beyond the parties' control, the payment is in principle subject to a full refund or rescheduling. Please prioritize safety at all times.

7. Schedule and content changes

After a booking is finalized, the schedule and content of the experience may be changed by mutual agreement between the tourist and the guide. Please clearly confirm and record the changes in in-app chat.

Depending on the change, the price, duration, or meeting place may also be affected. For important changes, please also notify the TomoTrip operations team where needed.

8. Refund and payment processing

Refund amounts and fees (applies after in-site payment launches)

• When no cancellation fee applies, the TomoTrip service fee (20% of the experience fee) is in principle included in the refund.
• When a cancellation fee applies, the refund is based on the experience fee minus the cancellation fee, and the service fee is prorated according to the cancellation fee ratio.
• External costs arising from the refund, such as payment processing fees or bank transfer fees charged by third parties, may be deducted from the refund amount.

Refunds are in principle made to the original payment method. The time required for the refund to be reflected depends on the payment provider's processing.

Refunds are processed after review and confirmation by the TomoTrip operations team.

9. No-shows and lack of contact

If a User does not appear at the meeting place without prior notice, cannot be reached for an extended period, or repeatedly fails to show up without contact, the User may be subject to measures such as feature restrictions, account suspension, or removal of registration.

Guide-side no-shows and lack of contact are treated in the same way and may lead to activity restrictions or removal of registration.

10. Contact

For questions about cancellations, changes, or refunds, please contact the TomoTrip operations team through the app or by email.

We will review each situation individually and respond as carefully as possible.