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.

2. Cancellation before a booking is confirmed

While tourists and guides are still exchanging chat messages or proposals and a booking has not yet been confirmed, 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 confirmed

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

Cancellation fees and refunds will be handled on a case-by-case basis depending on the payment method, payment status, the reason for cancellation, and confirmation by the TomoTrip operations team.

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.

When a guide cancels and the tourist has already paid, the booking will, as a general rule, be subject to a refund or rescheduling. Specific handling will be decided on a case-by-case basis based on confirmation by the TomoTrip operations team.

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, payment status, and confirmation by the TomoTrip operations team. Details will be communicated individually.

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. Refunds, rescheduling, and similar matters will be handled on a case-by-case basis depending on the situation.

7. Schedule and content changes

After a booking is confirmed, 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

Whether a refund is available, the amount refunded, the refund method, and the time required for processing will be handled on a case-by-case basis depending on the payment method, payment status, the processing specifications of the payment provider, and confirmation by the TomoTrip operations team.

Due to the processing of the payment provider, refunds may take a certain amount of time to appear.

TomoTrip's system usage and operational fees are handled separately, in accordance with the relevant terms.

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.