FAQ – Frequently Asked Questions

Yes. Last-minute bookings are accepted depending on vehicle availability, even during peak season.

Please note that availability may be limited, especially in January and February, and bookings are confirmed only after vehicle dispatch is secured.

At the time of booking, your card details are collected to secure the request.
Payment is only captured once vehicle dispatch is confirmed.
If dispatch is not possible, the reservation will be cancelled automatically and no charge will be made.
A notification email will be sent in both cases.

If we are unable to dispatch a vehicle for your requested time and route, your reservation will be cancelled and no payment will be charged to your card.

You will receive an email notification informing you of the cancellation.

Once vehicle dispatch is confirmed, the reservation becomes non-refundable, especially for bookings made close to the departure time.

This is because the vehicle and driver are secured specifically for your service.

Cancellations are subject to the following charges based on the service date:11 days or more before the service date:

Full refund (excluding remittance fees)

From 10 days prior (00:00 JST): 30% charge

From 5 days prior (00:00 JST): 50% charge

From 3 days prior (00:00 JST): 80% charge

The day before or the same day: 100% charge

Cancellation days are counted on a calendar-day basis, not by the hour.

The date the order is received is counted as Day 1

All dates and times are based on Japan Standard Time (JST)

Changes to the pickup time or location are subject to availability.

Please note that requests made within approximately 3 days of the service date are generally not possible, as vehicles and drivers are already tightly scheduled.

In such cases, the request may need to be treated as a cancellation.

However, you may cancel the existing reservation and submit a new booking request.

We will then check availability again and attempt to arrange a vehicle based on the updated details.

This is especially true during peak season (January–February).

Our drivers are local professionals with over 10 years of driving experience in the region (many have over 20 years).

While they may not speak fluent English, they are experienced in communicating with international guests using mobile translation tools and are accustomed to assisting non-Japanese speakers.

Most importantly, our drivers have excellent local knowledge and extensive experience driving in winter and snowy conditions, ensuring a safe and reliable journey.

On the day of service, the driver will arrive at the designated pickup location at the scheduled time.

For airport pickups:

The driver will monitor your flight arrival and wait at the arrival exit holding a name sign.

For hotel or other pickups:

Please be ready at the pickup location at the scheduled time to ensure a smooth departure.

No. Once you submit a booking request, please wait for our dispatch confirmation email before making alternative arrangements.

All booking requests are reviewed manually, and we will notify you within 24 hours whether a vehicle can be dispatched(in most cases, we respond within approximately 12 hours).

While we understand the urgency of last-minute travel, making multiple bookings with other services at the same time may result in double booking.

Please note that once vehicle dispatch is confirmed, the reservation becomes non-refundable, even if you later cancel due to double booking.In addition, no-shows cause significant disruption to our operations, especially during peak season.

We kindly ask for your understanding and cooperation.

🔒 Important Reminder

Please do not make multiple bookings for the same trip.

Confirmed reservations are prepared exclusively for you.

A.We will make reasonable efforts to accommodate flight delays, and our drivers will monitor your flight arrival whenever possible.

However, please note that flight cancellations, missed connections, or rebooked flights arranged by the airline are not supported.If your flight is cancelled or rebooked by the airline, the reservation will be treated as a customer-initiated cancellation, and standard cancellation charges will apply.This is because vehicles and drivers are scheduled specifically for your original arrival time and cannot be held on standby indefinitely.

We appreciate your understanding that airline operations are outside of our control.