BOOKING POLICY
Changes & Cancellation
Last updated: 4 August 2026
1. Before confirmation
A website enquiry is not a confirmed booking. You may withdraw an enquiry without a cancellation fee at any time before we issue written confirmation.
2. Standard cancellation charges
| When we receive your cancellation | Charge |
|---|---|
| More than 48 hours before pickup | No cancellation fee |
| 24 to 48 hours before pickup | 50% of the confirmed service charge |
| Less than 24 hours before pickup | 100% of the confirmed service charge |
| No-show | 100% of the confirmed service charge |
Where a written quotation or booking confirmation clearly states different conditions for a special vehicle, multi-day charter, event, peak period or third-party arrangement, those disclosed conditions apply to that booking.
3. Booking changes
Changes to date, time, route, flight, vehicle, passenger count or luggage are subject to availability. A fare difference or additional cost may apply. If a requested change cannot be accommodated and the original service is cancelled, the cancellation charges above may apply.
4. Delays and no-shows
Included waiting time is stated in your written confirmation. A no-show may be recorded if the passenger cannot be located or contacted after that waiting period and no alternative has been agreed. Please keep your phone available and contact us immediately if you cannot reach the meeting point.
5. Flight delay or cancellation
When a valid flight number is provided, we will make reasonable efforts to adjust an airport pickup after a flight delay. Adjustments are subject to vehicle and driver availability. For a cancellation, diversion or major schedule change, contact us promptly; we will explain the available rescheduling, credit or cancellation options for the circumstances.
6. Cancellation by us
If we must cancel a confirmed service for reasons within our control, we will refund amounts paid for the affected service and, where practicable, help arrange a reasonable alternative. This does not affect rights available under mandatory law.
7. Events beyond reasonable control
Severe weather, natural disaster, road closure, government action, public emergency, strike or other circumstances beyond reasonable control may require delay, route change, rescheduling or cancellation. We will communicate reasonable options and handle any refund or credit in accordance with the confirmed terms and applicable law.
8. Refunds
Approved refunds are returned through the original payment method where possible. Processing time depends on the payment provider and bank. Non-refundable costs already incurred specifically for the booking may be deducted only where disclosed and permitted by law.
9. How to contact us
Include your booking reference, name, pickup date and requested change.
Email: rt@eitou.co.jp
Phone: +81 80 4128 2303