Gold Guide

Precautions

Please note that certain facilities may have closures on specific dates or days of the week. Additionally, there might be unexpected closures without prior notice. In such cases, your guide will promptly communicate and arrange suitable alternatives for your visit. After consulting with the guide, you can slightly change the starting time and visiting locations for Highlight Tours. When using a taxi, the group may need to split into multiple taxis depending on the number of participants.

Cancellation Policy

Introduction This page explains the cancellation policy for the Gold-Guide platform (hereinafter referred to as "the Platform"). Customers who request guided tour reservations on the Platform (hereinafter referred to as "Customers") and certified guide interpreters who provide services (hereinafter referred to as "Guides") may cancel or receive refunds, and/or compensation for reservations according to the following conditions. Cancellation Method To cancel a tour, select the desired guided tour from "Reservation History" on "My Page" and click the "Cancel" button in the "Reservation Details". (Please ensure that the cancellation is fully completed.) For cancellations made before the cancellation deadline, the full amount paid will be refunded. However, for cancellations made after the deadline, a cancellation fee as specified below will be deducted from the refund. *Customers do not need to perform any cancellation operations for cancellations due to events not subject to the cancellation fee as stated below. Please contact the assigned Guide for the reserved guided tour. Cancellation Fees Customers may cancel at any time by paying a cancellation fee, which will be deducted from the already received guided tour fee, and the refund will be processed accordingly. The cancellation fee applies to the total amount of the canceled guided tour fee. Counted from the guided tour date (based on Japan time): ・ More than 15 days prior: Free (full refund). ・ 14 to 7 days prior: 50%. ・ 6 to 3 days prior: 80%. ・ 2days to the tour date, on the tour date with notice, and no-show without prior notice: 100%. *If a different cancellation policy is set for a specific guided tour, that policy will apply. Please check the cancellation policy on the respective guided tour page for details. Exemption from Cancellation Fees (No customer cancellation required) 1. Guide's Convenience: If, for special reasons, the Guide cannot provide the service as agreed upon in the contract, the Guide will contact the Customer to cancel the contract. In such cases, no cancellation fee will apply, and the full guided tour fee will be refunded. 2. Force Majeure and Unforeseeable Circumstances: If the Guide determines that the contract cannot be fulfilled due to the following reasons, the cancellation fee will not apply, and the full guided tour fee will be refunded. Customers do not need to take any cancellation action and should contact the Guide for confirmation. The reasons include (but are not limited to): (a) Travel restrictions imposed by the Japanese government, region-specific epidemics, wars, civil unrest, strikes, abnormal weather conditions, earthquakes, natural disasters, or any events that make it unsafe or impossible to conduct the tour safely. (b) Inability to dock a ship, preventing participation in the reserved tour as a local sightseeing tour. (c) Significant flight cancellations or severe delays significantly affecting service provision, with no other means of transportation available to reach the destination. (d) Significant delays affecting service provision in public transportation (e.g., Shinkansen, trains) with no other means of transportation available to reach the destination. (e) Inability to enter the country due to entry restrictions issued by the Japanese government after making the reservation. (f) Death of any expected tour participants ortheir severe illnessor serious condition as proven by a medical diagnosis. ・ Example of situations that are not considered force majeure (and cancellation fees will apply) include: ・ Illness or injury of any expected tour participants, whether Customers or their accompanying participants, ・ Inclement weather that is not considered to significantly affect the provision of the guided tour ・ Changes in plans. ・ Customer's oversleeping Refund Method Refunds will be made to the credit card used during the reservation. The time for the refund to appear in the Customer's card balance may vary depending on each card company's regulations and processing time. For more details, please contact the card company. When the Customer requests a refund based on the cancellation policy, the Guide may request the Customer verification and/or document submission may be required to confirm that the Customer was could not receive the guided tour service as contracted. Customers can confirm with the Guide whether the event is considered unforeseeable and whether they can submit the necessary documents before canceling the reservation. Change to Cancellation Policy We reserve the right to change the cancellation policy at our discretion. Any changes will be promptly posted on the Platform Expenses Not Refunded Upon Cancellation Refunds will not be made for any expenses other than the amount paid through the Platform, including tickets or other items purchased by the Customer in advance. The same applies if the contract is cancelled due to the Guide's convenience. In such cases, expenses other than the amount paid through the Platform will not be refunded. Language This cancellation policy is written in Japanese as the official text. Even if a translation in English is provided for reference, the Japanese text alone shall have legal validity, and the English translation shall have no legal effect.