Cancellation Policy | Osaka & Kansai Authentic Experiences MAHOROBA

Cancellation Fees (Standard)

Below is our standard cancellation policy. Individual plans may differ — always check the cancellation-policy section on each plan's detail page as well.

Timing of Cancellation	Cancellation Fee	Estimated Refund
Up to 7 days before	Free	Full refund
3-6 days before	30%	70% refund
Day before	50%	50% refund
Same day	100%	No refund
No-show	100%	No refund

Cancellation Fee Timeline

Booking Day 7 days before 3 days before Day before Same day

Free 30% 50% 100%

How to Cancel

From My Page

1 Log in to My Page and open "Bookings"
2 Select the booking you want to cancel
3 Click "Cancel"
4 Select a cancellation reason and confirm

Available 24 hours a day.

By Phone

Phone cancellations are also accepted. Please have your booking number ready and contact customer support.

0120-33-8508

Hours: 9:00-18:00 (open every day)

Outside business hours, please cancel via My Page.

Important

Cancellation timing is calculated by counting back from the experience date. For example, if the experience is on March 10, you can cancel for free up to 23:59 on March 3 (7 days before). From March 4 (6 days before), cancellation fees apply.

About Refunds

When a cancellation is accepted and a refund is due, the refund method and timing depend on your payment method.

Payment Method	Refund Method	Estimated Refund Timing
Credit Card	Refunded to your card	1-2 months (depends on card issuer)
PayPay	Refunded to PayPay balance	Same day to 3 business days
Pay On-Site	No payment yet, so no cancellation fee (if cancelled within the eligible window)	—

If you chose pay-on-site, cancelling within the eligible window incurs no cancellation fee.

Cancellation Due to Weather or Natural Disasters

Full refund if the provider cancels the experience

If a Partner Provider decides to cancel for safety reasons due to natural disasters or extreme weather — typhoons, earthquakes, severe storms, heavy snow, warning-level heat, etc. — no cancellation fee applies and we'll fully refund any amounts already paid.

The decision to run or cancel is typically made by the Partner Provider early on the day of the experience (around 6:00-8:00). If the experience is cancelled, you'll be notified by email and phone.

Light rain: indoor authentic experiences (tea ceremony, ninja, crafts, food experiences, etc.) run as scheduled regardless of weather. Tours with outdoor elements also run as normal in light rain.

Alternative plans: if an outdoor tour is cancelled, we can often suggest an indoor craft or food experience that isn't affected by weather.

Rescheduling: if an experience is cancelled, you may reschedule for another date during your trip (subject to availability).

Cancellations for Special Circumstances

In the following special circumstances, we may waive or reduce cancellation fees. Please contact customer support.

Sudden Illness or Injury

If a participant is unable to take part due to sudden illness or injury. We may ask for a doctor's certificate.

Transport Cancellations or Delays

If flight, Shinkansen or train cancellations or major delays prevent you from reaching Osaka & Kansai on time. Please provide a certificate from the airline or rail operator.

Natural Disasters

If travel is unsafe due to earthquakes, tsunami, typhoons or other natural disasters.

Family Bereavement

For unavoidable reasons such as a death in the family.

Fee waivers for special circumstances are decided on a case-by-case basis. Waivers are not guaranteed in every case — thank you for your understanding.

Cancellation FAQ

Do cancellation fees apply if I'm unwell on the day?

In principle, same-day cancellations incur a 100% fee. However, if you can provide a doctor's certificate, we'll consider reducing or waiving the fee — please contact customer support. We recommend taking out travel insurance before your trip.

Can I change the booking (number of guests / date)?

Date and group-size changes can be made via My Page or customer support. Subject to availability on the new date, no cancellation fee applies for changes made up to 7 days before. Note that reducing group size is effectively a partial cancellation, so timing-based fees may apply.

If the weather looks uncertain, can I cancel for free?

Cancellation fees are waived only when the Partner Provider decides to cancel. If you cancel on your own judgement, the standard cancellation policy applies. If you're worried about the weather, we recommend waiting for the provider's final call (usually on the morning of the experience). Indoor experiences (tea ceremony, ninja, crafts, food experiences, etc.) are almost entirely unaffected by weather.

My credit card refund hasn't shown up yet.

Credit card refunds can take 1-2 months depending on the card issuer. Our refund processing is completed within 3 business days of cancellation, but when it appears on your statement depends on your card company's cut-off and billing cycle. If it hasn't appeared after more than 2 months, please contact customer support.

Any questions? Please don't hesitate to ask

For any cancellation-related questions or issues, our customer support team is here to help.