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Conditions of Use Terms and Conditions

Terms and Conditions: General (Sales Contract)

I Definitions
"Content" means the text, documents, information, data, articles, images, photographs, graphics, videos, designs, features, and other materials that are available on the Site. "Content" also includes intellectual property and Products and Services.
"The Company" or "we" means Travel Pal Co Ltd and affiliates.
"Products and Services" means the package tours, optional tours, flight tickets, rail tickets, customized packages, accommodation, car rental, ground transportation, attractions, ski lift ticket, ski gear rentals, and other items available through the Site.
"Provider" means other licensors, suppliers, and travel and leisure service providers.
"Purchase" means to book, apply, reserve, or purchase.
"Site" means this website at www.TokyoTravelPal.com

II Acceptance of terms
By accessing this Site and any pages thereof, you agree to be bound by these terms. You agree that these terms govern your use of this Site. You agree to use the Site in strict compliance with all applicable laws, rulings and regulations, and in a manner that does not negatively reflect on the goodwill or reputation of the Company and its Providers.

Certain products and services have their own specific governing terms and conditions which shall apply in addition to the Terms and Conditions. These terms and conditions for a specific product or service shall include any terms and conditions found on the particular webpage (in relation to the site) and when using any part of this site. In the event of any inconsistency between the terms and conditions for a specific product or service and the Terms and Conditions, the terms and conditions for the specific product or service shall prevail in relation to that specific product or service.

The onus is on the customer to check and exercise ones own discretion of the suitability of the Products and Services offered on our site. We do not participate nor interfere in your decision making for purchase of any Products and Services offered. If you are accessing our site or initiating transactions on our site, you will be deemed to have read, understood and agreed to these Terms and Conditions and the Privacy Policy.

III Disclaimer
We shall not be liable or be deemed to be in breach of the Contract by reason of any delay in delivery or in performing, or any failure to perform, any of the obligations in relation to the Products and Services, if the delay or failure was due to any cause beyond our Company or our Providers reasonable control.

IV Additional Terms
Additional terms, Tour Conditions and including Terms of Service may apply when you purchase Products or Services. In addition, the terms and conditions of other third parties may also apply, for example, airlines have contracts of carriage and railway companies and other tour operators have different cancellation policies.
You agree to abide by the terms and conditions imposed by any Provider, including payment of all amounts when due, and compliance with all rules and restrictions regarding the availability of products or services.

Reservation, Payment and Cancellation (all products)

V Strictly prepayment only
Reservations will only be carried out when accompanied with payment.

After the reservation has been secured and with full payment received, confirmation will be issued together with a receipt.

Payment can be made using credit card or by wire transfer (or foreign bank remittance if you are residing outside Japan). The following credit cards are accepted; MasterCard and VISA. For customers making payment from overseas, it is the customer's responsibility to ensure that all bank fees including any intermediary banks are being paid for so that we receive the full amount. Payments that are not made in full will cause delays and in cases may even render your bookings invalid.
accepted credit cards
VI Reservation cut-off date and Irregularities
Almost all of our products require you to purchase in advance. The last day of purchase vary from products to products. In general, all flight-related products must be purchased at least 10 days prior to your departure date. JR and railway-related products, ski packages using rail or highway bus must be purchased with at least 8 days before your departure. (And in some cases an earlier cut off date may be implemented, such as during the year-end and golden week periods where the long holidays shorten our working days.)
Applications received over the weekends will be processed on the next working day.

If you have not received the confirmation or a reply from us within 2 working days after submitting a request, please notify us immediately by phone or using the contact us form found on our site. Delays will result in consequences such as and not limited to; difficulty in getting a booking, tickets being issued while you were unaware if bookings have been successful or not, and other possible scenarios.

VII Passenger particulars and contact information
Information bearing the full name, gender and age of all travelling members are essential information that are required to complete the reservation. The representative passenger is also required to provide us with a reachable email address as the primary contact method will be via email. All particulars and contact information furnished by the applicant are deemed to be accurate and valid. Inaccurate information and non reachable contact information may result in problems with the booking. Any fees being incurred as a result will fall on the applicant.

VIII Cancellations
All cancellations must be made in writing and received by the Company. The cancellation fee varies according to the types of tickets and tours purchased. Cancellations made on Saturday, Sunday or after business hours will be processed on the next working day. Timing of cancellation notice is based on Japan local time.
There is no refund possible for cancellation after the trip has commenced.

IX Non-participation
No show or non-participation, or failure to check in on time is considered non-refundable for any reason.

X Miscellaneous
Please ensure that your personal particulars and the booking details are correct when receiving our booking confirmation as well as when receiving the tickets as they cannot be re-issued. You are advised to reconfirm the flight schedule directly with the airlines as unforeseen changes in the airlines schedule may occur. We will not be responsible for any flight cancellations due to any unforeseen circumstances such as natural disasters, outbreak of war, curfews and riots, strikes, hijackings and alterations in the airlines' flight schedule. Neither the Company and Provider are held responsible and liable for any loss due to bad weather conditions or low snowfall resulting in canceling of any tours having booked or skiing activities arranged.

XI Product specific terms & conditions
In addition to the terms and conditions stipulated in the above. You are subject to the terms and conditions specific to the product(s) you are purchasing:
(A) Flight tickets related, (B) Rail tickets related, (C) Vehicle hire related, (D) Optional tours and Scheduled tours.



(A) Flight tickets related

(1)
1.1
Making a Reservation
Applications must be received at least 10 days prior to your departure date. Seat availability is not guaranteed and needs to be verified. For travel during the high season, eve of a national holiday and weekends, seats often sold out very quickly. Refer to this section for a step-by-step guide on filing a Booking Request till completion of purchase

(2)
2.1
Ticketing
Electronic tickets (e-ticket) will be used. You are required to print out the eticket and present it upon check-in at the airport. The eticket can be sent to you by fax or as an attachment with the email.

In the case where you have purchased for example a ski package that includes round-trip flight tickets, hotel, bus transfers and ski lift ticket, or anything that involves the issuance of an original exchange voucher, it becomes necessary for us to send the original exchange voucher to your hotel/mailing address. Original copy of the exchange voucher is required to be surrended to the vendor in order for you to redeem the service. Exchange vouchers along with your flight tickets, hotel confirmation or any accompanying documents will be sent to you by post at an additional fee of 600yen per parcel (for delivery within Japan only). Refer to this section on the check-in procedure for domestic flight.

(3)
3.1
Amendments
All tickets offered are non-changeable. If you have purchased a non-changeable ticket, you are still allowed to make changes provided it is more than 21 days before the departure date. Any changes made to a reservation with 20 days or less before the departure day will incur a penalty. A new reservation will have to be made while we cancel the earlier reservation. Only when seat availability for the new reservation is ascertain, we will cancel the earlier reservation. You will need to pay the difference for the new reservation after calculating the cancellation penalty.

(4)
4.1
Cancellation Policy/Charges
Cancellation charges are imposed due to the administrative processes that are required after cancellation. This is to dissuade users from abusing the booking system as they may deprive genuine customers of availability. Cancellations made on Saturday, Sunday or after business hours will be processed on the next working day.

Penalty is dependent on the amount of advance notice given. See table below;
Time of noticeAdministrative chargeCancellation Penalty
21 days or more1000yen each passengerno cancellation penalty
20 days or lesser-20% penalty
Less than 14 days-30% penalty
Less than 7 days-40% penalty
1 day before departure-50% penalty
Actual day / No-show-100% penalty

(5)
5.1
Refunds
All tickets and vouchers if sent must be returned to us before we could carry out a refund. If ticket is missing, refund may not be successful for certain tickets. There is a clearance period of up to 30 days before the proceeds from the refund can be credited back to your account.
There is no refund possible for cancellation after the trip has commenced. There is also no refund possible for anything being included as part of the package and that it is not being utilised.


(B) Rail tickets related

(1)
1.1
Making a Reservation
All bookings must be made at least 8 days prior to your departure.

(2)
2.1
Ticketing
Tickets will be issued approximately 10-12 days before the departure date. The actual train ticket will be used. As ticket collection at designated train stations are not available, we require a mailing address in Japan in order for us to send the train tickets to you.
A flat rate of 600yen is collected and will be added to your total bill for the delivery of the ticket(s). Delivery is strictly restricted to within Japan.

(3)
3.1
Amendments
Changes to your reservation are allowed provided that it is more than 21 days before the departure date. Any changes made to a reservation with 20 days or less before the departure day will incur a penalty. A new reservation will have to be made while we cancel the earlier reservation. Only when seat availability for the new reservation is ascertain, we will cancel the earlier reservation. You will need to pay the difference for the new reservation after calculating the cancellation penalty.
In the case of JR train tickets where tickets have already been issued, it has to be returned back to our office in order for cancellation to be possible.

(4)
4.1
Cancellation Policy/Charges
Cancellation charges are imposed due to the administrative processes that are required after cancellation. This is to dissuade users from abusing the booking system as they may deprive genuine customers of availability. Cancellations made on Saturday, Sunday or after business hours will be processed on the next working day.

Penalty is dependent on the amount of advance notice given. See table below;
Time of noticeAdministrative chargeCancellation Penalty
21 days or more1000yen each passengerno cancellation penalty
20 days or lesser-20% penalty
Less than 14 days-30% penalty
Less than 7 days-40% penalty
1 day before departure-50% penalty
Actual day / No-show-100% penalty

(4)
4.2
Cancellation procedure when tickets have been issued to you
In addition to informing our office of the cancellation, customers are required to take the JR train tickets to any of the JR train station ticket office for cancellation of an issued ticket. The JR station ticket office will put a stamp on all issued tickets to indicate that the tickets have been cancelled and be able to qualify for a refund. With the cancelled tickets, you will have to return it back to our office for us to process for the refund.

(5)
5.1
Refunds
Refund is only possible prior to the start of your whole trip(prior to the start of the whole itinerary). There is no refund possible for cancellation after the trip has commenced. There is also no refund possible for anything being included as part of the package and that it is not being utilised.
All tickets if sent must be returned to us before we could carry out a refund. And prior to sending the tickets back to our office, you are required to bring the JR train tickets to any of the JR station ticket office to have it endorsed for cancellation before the start of the trip. If ticket is missing or failure to have the tickets endorsed for cancellation at least a day before the start of the trip will render disqualification for refund. Finally, there is a clearance period of up to 30 days before the proceeds from the refund can be credited back to your account.



(C) Vehicle hire related

1. Reservation, payment and terms
You are required to send in your request for quotation to include details of the traveling dates, pick up time, pick up locations and the full itinerary. Upon receiving the request, we will reply you with an estimate.

Once your purchase has been completed, you will be issued with a receipt and confirmation.
Information on the vehicle number and contact number of driver to be dispatched will be forwarded to you via email 1 day before the trip. You will assemble at the location indicated on the confirmation on the service day.

Please refer to supplementary page for more information on reservation procedure, payment and terms of use.
Refer here for frequently asked questions.


(D) Optional tours and Scheduled tours

1. Reservation, payment and terms
You are required to identify the tour you are interested to make purchase. Purchase can only be made online. Payment must be received in full before we can carry out any reservation to secure you the seat(s).

Owing to the high number of purchases, availability needs to be verified at the time we receive your application. We will secure you the seat(s) once availability is identified. A Receipt and Tour Confirmation Slip will be issued when seat(s) has been secured. To check in for your tour, you will bring along the Confirmation Slip to the location described in the Confirmation Slip on the day of the tour.

Refer here for frequently asked questions.










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