Cancellation Policy
Last updated: June 19, 2026
This Cancellation Policy applies to TokudAw private airport transfer and transportation bookings for Tokyo-area service in Japan unless a booking-specific quote, contract, or written confirmation states different cancellation terms. Some custom itineraries, group services, special vehicles, third-party supplier arrangements, or high-demand dates may have stricter terms that will be stated before confirmation where applicable.
1. How To Cancel Or Request A Change
To cancel or change a booking, contact TokudAw through your booking confirmation or by email at bookings@tokudaw.com. Cancellation timing is measured from when TokudAw receives enough information to identify the booking and process the request.
2. Customer Cancellations
Unless the confirmed booking states otherwise, the following schedule applies:
Cancellations more than 48 hours before the scheduled pickup time may be eligible for a full refund of the transport fare, less any non-refundable third-party costs.
Cancellations 24 to 48 hours before pickup may be charged up to 50% of the transport fare.
Cancellations less than 24 hours before pickup may be charged up to 100% of the transport fare.
3. No-Shows And Late Arrivals
A no-show may be charged up to 100% of the fare. For airport pickup bookings, the included waiting period described in the booking confirmation applies when accurate flight details are provided. Unless the booking confirmation states otherwise, airport meet-and-greet includes up to 90 minutes of waiting time from the relevant arrival or agreed pickup reference.
For non-airport pickups, drivers may wait for a reasonable period at the pickup location, but extended waiting may be unavailable or may incur additional charges.
4. Changes After Confirmation
Changes to pickup time, route, vehicle type, passenger count, luggage count, stops, or itinerary are subject to availability and may change the price. A requested change is not confirmed until TokudAw confirms it in writing or through the booking system.
5. TokudAw-Initiated Cancellations
If TokudAw cancels a confirmed booking for reasons within its control, TokudAw will provide a refund of amounts paid for the canceled service or offer a reasonable alternative where available. TokudAw is not responsible for costs outside the canceled service unless required by applicable law or expressly agreed in writing.
6. Weather, Emergencies, And Force Majeure
When severe weather, road closures, public safety restrictions, natural disasters, emergencies, strikes, flight disruptions, supplier failures, or other events outside reasonable control affect service, TokudAw may reschedule, modify, or cancel a booking. Refunds or credits will be handled case by case and in accordance with applicable law and the booking confirmation.
7. Refund Processing
Approved refunds are generally returned to the original payment method when possible. Processing times depend on the payment provider, card network, bank, and currency conversion process. Payment provider fees, foreign exchange differences, and third-party non-refundable charges may not be recoverable.
8. Mandatory Consumer Rights
This policy explains TokudAw's operational cancellation rules and does not limit any mandatory rights that apply under Japanese law or other applicable consumer protection laws.
9. Contact
Questions about cancellations or refunds may be sent through your booking confirmation or by email at bookings@tokudaw.com.