Cancellation Policy
These are the cancellation and refund terms for stays booked on our official site. Terms differ by property type, so please review them before booking. The number of days is counted from your check-in date in calendar days, Japan Standard Time (JST).
Vacation rentals & entire homes
| When you cancel | Refund |
|---|---|
| 30 or more days before check-in | Full refund |
| 29–14 days before | 50% refund |
| 13 days before or later / no-show | No refund |
Applies to entire-home rentals, machiya townhouses and detached houses. Because the whole property is held for you, last-minute cancellations are difficult to re-sell, hence these terms.
Hotels
| When you cancel | Refund |
|---|---|
| 3 or more days before check-in | Full refund |
| 2–1 days before | 50% refund |
| Same day / no-show | No refund |
Applies to hotels booked on a per-room basis.
How to cancel
You can cancel yourself using the link in your booking confirmation email. Refunds are issued to the credit card used for payment. Depending on your card issuer, it may take from a few days up to about one month to appear. For questions, contact [email protected] or +81-6-4708-5887 (10:00–18:00 JST).
Frequently asked questions
- When do cancellation fees start?
- From 29 days before check-in for vacation rentals and entire homes, and from 2 days before check-in for hotels. Cancellations earlier than that receive a full refund.
- How is the refund issued?
- To the credit card used for payment. We cannot refund in cash or to a different account. Depending on your card issuer, it may take from a few days up to about one month to appear.
- How do I change my dates?
- Date changes are handled by cancelling and rebooking. The cancellation policy above applies based on when you cancel, so please contact us as early as possible.
- What if a typhoon or disaster prevents my trip?
- We handle cancellations due to unavoidable circumstances, such as suspended public transport, on a case-by-case basis. Please contact [email protected] with documentation of the situation.
The Japanese text of this policy is authoritative. Other languages are reference translations; in case of any discrepancy, the Japanese version prevails.
Last updated: July 2026