Cancellation, Waiting and No-Show Policy

This 《Cancellation, Waiting, and No-show Policy》 applies to airport transfers, city transfers, hourly car rentals, day tours, and other related private transportation services booked directly through the Japan Private Car Service official website or channels recognized by our company. By submitting a booking, completing payment, or confirming an order, the customer agrees that they have read, understood, and accepted this policy and the applicable 《Terms and Conditions》 for that order. This policy outlines the rules regarding order cancellation, order modification, free waiting time, passenger lateness, inability to contact the passenger, no-show, flight delays or changes, and refund processing. Unless there is a specific written agreement for the order or Japanese applicable law mandates otherwise, matters shall be governed by this policy.

Order Cancellation and Refund Policy

1.1 If customers need to cancel an already confirmed order, they should submit a cancellation request as soon as possible through the official website of Japan Private Car Service, email, WhatsApp, or other contact methods recognized by the company.

1.2 The cancellation time is based on the actual time we receive a valid cancellation notice from the customer, and is calculated according to the local Japanese time at the service location.

1.3 Customers can cancel orders for free if they cancel 24 hours before the agreed service start time in the order.

1.4 "24 hours in advance" means that when the company receives a valid cancellation notice, the time remaining until the scheduled start time of the service as per the order is still more than a full 24 hours.

1.5 For example, if a customer books a service starting at 13:00 on August 20, and our company receives a valid cancellation notice at 12:59 or earlier on August 19, it is considered a cancellation more than 24 hours in advance and can be canceled for free according to this policy.

1.6 From 24 hours before the agreed service start time of the order, the order enters the period during which it cannot be canceled for free.

1.7 If the customer cancels the order within 24 hours before the service start time, the customer will be charged 100% of the total order amount and no refund will be issued, except where Japanese mandatory laws provide otherwise.

1.8 The above includes but is not limited to cancellations made 23 hours, 12 hours, 6 hours, 3 hours, 1 hour before the service starts, or on the day of the service.

1.9 The customer not using the service does not automatically mean the order can be refunded. If the cancellation occurs during a period where free cancellation is no longer allowed, the policy will still apply.

1.10 If the customer cancels, abandons, shortens, or no longer uses the service after the driver has departed, is en route to the pickup location, has arrived at the pickup location, or the service has already started, the customer will be charged 100% of the total order amount and will not be eligible for a refund, except as otherwise provided by applicable law.

1.11 If the customer terminates a point-to-point transfer, hourly rental, day tour, or other service that has already started, refunds for the unused remaining time, distance, or service content are generally not provided on a proportional basis.

1.12 If customers cancel orders due to changes in personal plans, changes in accompanying personnel, poor weather forecasts, temporary unwillingness to visit attractions, rescheduling of itineraries, or other customer-related reasons, fees will still be calculated according to the cancellation time specified in this policy.

1.13 After a customer submits a cancellation request, the confirmation from our company that the cancellation request has been received shall be the basis. If the customer sends information to an incorrect email address, an invalid phone number, or a non-official channel of our company, resulting in our company being unable to reasonably receive it, such information shall not be deemed an effective cancellation notice by default.

1.14 If the customer has already paid the order fee and meets the free cancellation conditions, the company will process the refund in accordance with the provisions of this policy.

1.15 Refunds for amounts that meet the refund conditions will generally be returned to the original payment method.

1.16 After our company completes the refund operation, the specific time when the refund is credited to your account depends on the processing cycle of the credit card company, bank, or payment service provider. Our company cannot guarantee that the refund will be displayed in your account on a specific fixed date.

1.17 Exchange rate fluctuations, bank fees, or other third-party financial charges caused by banks, card issuers, payment service providers, or currency conversion should be handled according to the actual cause and applicable laws.

1.18 Customers may not avoid the cancellation rules applicable to the original order by modifying an order that has already entered the 24-hour non-cancelable period to another date and then immediately canceling it.

1.19 For orders that have entered the 24-hour non-cancelable period, whether the company accepts requests from customers to change the date or time depends on the actual availability of the vehicle and driver; the company is not obligated to guarantee that changes can be made.

1.20 If our company is unable to accept a customer's request for changes within 24 hours, the original order will remain valid in accordance with the originally confirmed content and this policy.

1.21 If the order cannot be used due to customer reasons, and the company has already reasonably reserved the vehicle, driver, and corresponding operational resources according to the original order, the fees will be handled in accordance with this policy.

1.22 The cancellation fees, refunds, and related liabilities stipulated in this section shall be implemented only within the scope permitted by Japanese applicable law, and shall not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited under the law.

Free Waiting Time

2.1 Free waiting time refers to the period during which the company retains the vehicle and driver for the customer without charging additional waiting fees, starting from the agreed pickup time in the order, or the actual flight arrival time applicable for airport pickup.

2.2 Different pickup locations have different free waiting times. Unless otherwise explicitly agreed in writing in the order, the following standards apply under this policy.

2.3 The free waiting time for airport pickup service is 90 minutes.

2.4 For airport pickup orders where the customer has provided the correct flight number, a 90-minute free waiting time is generally calculated from the actual arrival time of the flight.

2.5 If discrepancies occur between the actual arrival time and publicly available information due to reasons related to the airport, airline, or third-party flight information systems, the company will determine the starting point of the waiting time based on the actual flight information that can be reasonably obtained and the on-site situation.

2.6 The free waiting time at hotels, train stations, Shinkansen stations, cruise terminals, ports, tourist attractions, commercial facilities, office premises, conference venues, and other public pickup locations is 60 minutes.

2.7 The free waiting time at the public places mentioned above is calculated from the pickup time confirmed in the order.

2.8 For example, if a customer books a pickup at the hotel at 13:00, the free waiting time is generally calculated from 13:00 to 14:00.

2.9 The free waiting time at private residences, guesthouses, Airbnb, apartments, private villas, and other private pickup locations is 30 minutes.

2.10 The free waiting time for the private premises mentioned above is calculated from the pickup time confirmed in the order.

2.11 For example, if a customer books a pickup at a private residence at 13:00, the free waiting time is generally calculated from 13:00 until 13:30.

2.12 The free waiting time does not mean that the customer can automatically extend the original order's service end time.

2.13 For hourly car rentals, day tours, or other time-based services, if the customer is late due to their own reasons, the waiting time is generally counted as part of the already booked service time.

2.14 For example, if a customer books a 10-hour charter from 09:00 to 19:00, even if the customer actually boards at 09:40, the original service end time will still be 19:00 unless the company confirms an extension of service.

2.15 Customers should ensure that the contact phone number, WhatsApp, email, or other reserved contact information can be used normally on the service day, and should reasonably pay attention to the contact information sent by the driver or our company.

2.16 If the customer's phone is turned off, has no network, has international roaming issues, has an incorrect phone number, cannot use WhatsApp, has not viewed messages, refuses to answer calls, has not checked emails, or is otherwise unreachable due to reasons not related to our company, the free waiting time calculation will not be paused.

2.17 During the free waiting period, the company or driver will attempt to contact the customer through the customer's reserved contact information within a reasonable scope.

2.18 If the customer expects to be unable to arrive at the pickup location within the free waiting time, they should contact our company or the driver as soon as possible to inform them of the situation.

2.19 Customers proactively informing of delays does not automatically extend the free waiting time. Whether waiting can continue should be confirmed based on the driver's working hours, subsequent orders, parking restrictions, vehicle arrangements, and other actual operational conditions.

2.20 If the driver can continue waiting, whether any additional charges apply for waiting time beyond the free waiting period will be determined by the order, quotation, or the applicable fee standards confirmed by our company at that time.

2.21 If the driver is unable to remain at the originally scheduled location for an extended period due to regulations at the airport, station, port, hotel, or other locations, the driver may move the vehicle in accordance with on-site management requirements and reconfirm a reasonable, safe, and legal meeting point with the customer.

2.22 Adjustments to the vehicle location described above do not affect the free waiting time that has already started to be calculated.

2.23 If the actual arrival terminal, station exit, port area, or hotel entrance where the customer arrives differs from the information in the order, the customer should notify the company or the driver as soon as possible and reconfirm the meeting location based on the actual situation.

2.24 If the driver is unable to locate the customer in a timely manner due to incorrect location, incorrect terminal, incorrect exit, or other incorrect information provided by the customer, the free waiting time will continue to be calculated in principle.

2.25 If the customer has contacted the driver effectively before the free waiting time ends, and is on the way reasonably to the agreed or reconfirmed meeting point, the company and the driver may decide at their discretion whether to continue waiting based on the actual situation.

2.26 Whether to continue waiting should be comprehensively considered based on distance, estimated arrival time, parking conditions, the driver's subsequent orders, driver working hours, and safety requirements.

2.27 Customers may not request drivers to wait indefinitely in violation of Japanese legal working hours, rest requirements, parking restrictions, or other safety regulations by paying additional fees.

2.28 For airport pickup, if the customer is expected to be delayed beyond normal time due to immigration inspection, customs check, baggage claim, baggage loss declaration, or other airport procedures, they should contact the driver or our company as soon as possible.

2.29 Keeping in contact with customers helps us determine whether we can continue to arrange vehicles to wait, but does not automatically create an obligation to wait indefinitely.

2.30 After the applicable free waiting time has expired and the customer has not arrived, and the company or driver is unable to contact the customer within a reasonable range, the order may be handled in accordance with the provisions related to no-shows in this policy.

2.31 The provisions in this section regarding waiting time, additional waiting, and related charges are only implemented within the scope permitted by Japanese applicable law, and do not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited by law.

No-show and inability to contact passenger

3.1 "No-show" refers to a situation where the company or driver provides pick-up service as per the confirmed order on the agreed date, time, and location, but the customer does not appear within the applicable free waiting time or fails to complete the meeting, and the situation meets the provisions outlined in this section.

3.2 Except as otherwise explicitly agreed in writing in the order, the following free waiting times apply to all types of pickup locations:

(1) Airport pickup: 90 minutes; (2) Hotels, train stations, Shinkansen stations, cruise terminals, ports, tourist attractions, commercial facilities, office premises, conference venues, and other public places: 60 minutes; (3) Private residences, guesthouses, Airbnb, apartments, private villas, and other private premises: 30 minutes.

3.3 For airport pickup orders, if the customer has provided the correct and valid flight number to the company, the free waiting time is generally calculated from the actual arrival time of the flight, according to the provisions of this policy regarding airport pickup and flight information, for 90 minutes.

3.4 The free waiting time for non-airport pickup orders is generally calculated from the confirmed pickup time of the order.

3.5 During the free waiting period, the company or driver will attempt to contact the customer via the phone number, WhatsApp, email, or other instant messaging method reserved by the customer, within a reasonable scope.

3.6 The customer is responsible for ensuring that the contact information provided in the order is true, accurate, complete, and able to receive calls, SMS, WhatsApp, emails, or other contact information on the service day.

3.7 If the customer's phone is turned off, has no network, no international roaming, incorrect phone number is filled in, WhatsApp is unavailable, messages are not viewed, calls are rejected, emails are not checked, communication software settings are abnormal, or other reasons not caused by our company result in inability to contact, the free waiting time will not be paused or recalculated.

3.8 If the customer does not arrive at the agreed pickup location within the applicable free waiting time, and the company or driver is still unable to contact the customer after making reasonable attempts, the company may classify the order as a No-show after the free waiting time has expired.

3.9 If the airport pickup service waiting time exceeds 90 minutes and the customer still has not arrived and cannot be contacted reasonably, it may be handled as a No-show.

3.10 If the customer does not arrive at the hotel, train station, Shinkansen station, cruise terminal, port, or other public places and cannot be contacted reasonably after the free waiting time of 60 minutes for the pickup service, it may be treated as a No-show.

3.11 If the customer does not arrive within the 30-minute free waiting period for private residences, homestays, Airbnb, apartments, private villas, and other private premises, and cannot be contacted reasonably, it will be treated as a No-show.

3.12 After an order is reasonably determined to be a No-show, within the limits permitted by Japanese applicable law, the company has the right to terminate this pickup arrangement. The driver is not required to wait indefinitely and may leave the pickup location.

3.13 If the customer contacts the company or the driver after the driver has already ended the wait in accordance with this policy and has departed, the original order's service obligation is not automatically reinstated.

3.14 If the customer still wishes to use the vehicle after the driver has left, the company may determine whether to re-arrange the service based on the availability of the vehicle, driver, location, subsequent orders, and operational conditions at that time.

3.15 If the vehicle can be rescheduled, it may be considered a new service arrangement and may incur additional reasonable costs such as rescheduling, vehicle return, waiting, parking, toll road, extended service time, or other reasonable additional fees. The company will inform the customer where feasible.

3.16 If it is not possible to reassign the vehicle, the customer should arrange subsequent transportation on their own. Whether the company is liable for any related responsibilities shall be determined based on the specific cause of the inability to provide the original service and applicable Japanese law.

3.17 Orders reasonably determined to be No-show due to the customer's own reasons will be charged 100% of the total order amount, and refunds will generally not be issued, within the limits permitted by Japanese applicable law.

3.18 The above includes but is not limited to situations where the customer forgets the order, oversleeps the pickup time, makes temporary changes to the itinerary but does not cancel in a timely manner, goes to the wrong pickup location, provides incorrect hotel or address information, waits at another exit without contacting us promptly, is unable to use their mobile phone, does not check information from our company or the driver, or other situations where the pickup cannot be completed due to the customer's reasons.

3.19 If the customer does not take the vehicle or does not actually complete the transportation, it does not automatically mean that the relevant order can be refunded. If the vehicle and driver have been reasonably arranged and fulfilled their obligations of arrival, waiting, and contacting according to the order, and the final No-show is due to the customer's reasons, 100% of the order fee may be charged under this policy.

3.20 If one order includes multiple passengers, and some passengers have arrived while others are late or have not arrived, whether to continue waiting should be decided by the customer and the driver, taking into account the free waiting time, the driver's subsequent arrangements, parking conditions, and safety requirements.

3.21 If waiting time exceeds the free waiting period due to some passengers not showing up, the company may decide at its discretion whether to continue waiting and whether additional charges will apply.

3.22 If the customer has already contacted our company or the driver effectively before the free waiting time expires, and clearly stated that they are on the way to the pickup location, our company or the driver may discretionarily continue waiting based on the estimated arrival time, driver working hours, subsequent orders, parking conditions, and actual operational circumstances.

3.23 Contact by the customer does not automatically mean that the free waiting time is extended indefinitely, nor does it constitute a guarantee that our company must continue to wait.

3.24 If continuing to wait would cause the driver to violate Japanese laws and regulations, driver work and rest time requirements, parking regulations, safety requirements, or significantly affect already arranged subsequent services, the company or driver may terminate the waiting.

3.25 For airport pickup, if the customer is expected to be unable to complete the process within 90 minutes due to immigration inspection, customs check, baggage claim, baggage loss declaration, or other airport procedures, the customer should proactively contact our company or the driver as soon as possible when conditions permit.

3.26 If the customer can maintain effective contact, the company will coordinate as much as possible based on vehicle availability, driver availability, parking, and subsequent operations; however, continued waiting beyond the free waiting period is not guaranteed and may incur additional charges.

3.27 If the customer provides incorrect flight numbers, incorrect airports, incorrect terminals, incorrect arrival dates, or other important flight information, resulting in the company being unable to accurately track the flight or the driver going to the wrong location to pick up the customer, any resulting waiting time, rescheduling, or failure to complete the pickup should be handled based on the actual impact caused by the incorrect information provided by the customer.

3.28 If the customer is unable to take the ride due to reasons attributable to our company, including the driver failing to arrive at the agreed location in a reasonable manner as confirmed in the order, we shall not charge the customer 100% of the fee solely on the grounds of No-show. Relevant responsibilities and refunds shall be handled in accordance with the actual circumstances and applicable Japanese law.

3.29 The determination of No-show should be made by comprehensively considering order confirmation information, driver arrival records, reasonable contact records, actual waiting time, information provided by the customer, and other materials that can reasonably confirm the service execution status.

3.30 The company may retain driver arrival times, communication records, scheduling records, and other service records related to order fulfillment within a reasonable and necessary scope, for purposes such as confirming order execution, handling customer inquiries, refunds, payment disputes, or other matters related to contract performance, and will process the relevant personal information in accordance with the company's privacy policy and applicable Japanese laws.

3.31 If customers raise payment disputes through credit cards, payment platforms, or other payment methods, this does not automatically change the No-show determination as stipulated in this policy. The company may legally submit necessary information such as order confirmations, vehicle dispatch records, driver arrival, waiting, and contact records to the relevant payment institutions to explain the service fulfillment status.

3.32 The provisions in this section regarding No-show, 100% charge, driver ending wait, and liability limitations are only implemented within the scope permitted by Japanese law, and do not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited by law.

Airport flight delays, cancellations, rescheduling, and abnormal arrivals

4.1 Airport pickup customers should provide correct, complete, and identifiable flight numbers at the time of booking, and confirm the airline, arrival airport, arrival date, and estimated time of arrival.

4.2 For airport pickup orders where the customer has provided the correct flight number, the company will track the actual arrival of the flight based on publicly available airline, airport, or flight information within a reasonable scope, and will coordinate the vehicle and driver's pickup time accordingly.

4.3 Flight tracking is an auxiliary service. Due to airline, airport system, third-party flight data platform, network transmission, or other external factors, flight status may experience delays, errors, temporary unavailability, or may not fully align with the actual situation at the airport.

4.4 If the customer's flight is only delayed within the normal range, and the flight number, arrival airport, and arrival date have not changed significantly, the company will make reasonable efforts to adjust the pickup arrangements according to the actual flight arrival situation.

4.5 For airport pickup orders that meet the applicable conditions of this policy, the free waiting time is 90 minutes, and the specific calculation method and No-show rules shall be executed in accordance with the relevant sections on free waiting time and No-show in this policy.

4.6 A normal flight delay does not mean that the company can retain the same driver and vehicle indefinitely. If the flight experiences a prolonged delay, a cross-day delay, or any other situation clearly beyond the normal range, the company will reassess the pickup arrangements based on the actual availability of the vehicle and driver.

4.7 If a flight is significantly delayed, causing the originally scheduled driver to be unable to continue due to legal working hours, rest requirements, subsequent orders, vehicle scheduling, or other reasonable operational reasons, the company may attempt to arrange another driver, another vehicle, adjust the pickup time, or provide other reasonable alternative solutions.

4.8 If a flight is canceled, the customer should contact our company as soon as possible after learning of the flight cancellation, and provide the airline's cancellation information and subsequent new flight arrangements (if any).

4.9 Cancellation of a flight does not automatically mean that orders that have already entered the free cancellation period can be fully refunded unconditionally. Specific fees and refund processing should be handled in combination with the time of customer notification, whether the vehicle and driver have already been arranged, whether the service has already started, the provisions of this policy, and applicable Japanese law.

4.10 If the airline rebooks the customer's flight to another flight free of charge, the customer should promptly provide this company with the new flight number, arrival date, arrival time, and arrival airport.

4.11 After the customer changes their flight, the original order will not automatically apply to the new flight. New pickup arrangements must be reconfirmed by our company.

4.12 If the new flight time is close to the original flight, and the original vehicle and driver are still available, the company may assist with adjustments under actual operational conditions.

4.13 If the new flight time differs significantly from the original order, making the original vehicle and driver unable to continue, the company may reschedule based on vehicle availability; whether additional charges apply will be determined by the actual increased dispatch, waiting, service time, and other reasonable costs.

4.14 If the customer proactively purchases another flight, proactively advances or delays the flight, proactively changes the airline, or proactively changes the arrival date, they should notify the company as soon as possible. Proactive changes to the flight by the customer are considered order modifications requested by the customer. Whether such modifications can be made free of charge depends on the time at which the modification is requested and the actual vehicle availability.

4.15 If the customer actively changes the flight, date, airport, or significantly alters the arrival time within 24 hours before the service begins, the company cannot guarantee that adjustments can be made free of charge; if the original order can no longer be used as a result, related fees will be handled in accordance with the provisions of this policy regarding cancellations and order modifications within 24 hours.

4.16 If the customer has not notified the company that they have changed their flight, resulting in the driver still going to the airport and waiting according to the original flight, while the customer actually arrives on a different flight, it may be determined, based on the actual circumstances, that the customer has not updated their information in a timely manner.

4.17 If the customer fails to update flight information in a timely manner, resulting in the driver having already fulfilled the scheduling, arrival, and waiting obligations based on the original order, and ultimately being unable to complete the pickup, the related fees may be handled in accordance with this policy and the No-show rules.

4.18 If a flight diverts back to the original departure airport, i.e., the aircraft returns to the original departure airport after takeoff, the customer should notify the company as soon as possible when they are reachable.

4.19 If the flight takes off again after a return, whether the original pickup order can still be used should be reconfirmed based on the new actual arrival time, driver working hours, vehicle arrangements, and subsequent orders.

4.20 If a flight is diverted or rerouted to an airport different from the one originally booked in the order, the company is not obligated to automatically transfer the original pickup vehicle to the new airport.

4.21 For example, if a customer's original order is for pickup at Narita International Airport, but the flight ultimately lands at Haneda Airport, whether it can be changed to pickup at Haneda Airport must be reconfirmed based on the vehicle's location, driver availability, road distance, and actual operational conditions.

4.22 Additional costs incurred due to changes in flight destinations to other airports, such as vehicle reassignment, empty running, travel distance, toll road fees, parking fees, driver working hours, or other reasonable expenses, may be quoted separately by our company.

4.23 If the new airport is significantly farther from the original airport or located in a different operational area, the company may consider the related service as a major order change and requote based on the actual service provided.

4.24 If our company is unable to arrange a vehicle at the new airport, it shall not be deemed as our company failing to perform the original airport pick-up service as agreed in the original order, unless the relevant circumstances legally require our company to bear responsibility.

4.25 If the flight arrives earlier than scheduled, the company will make reasonable efforts to coordinate with the driver to arrive earlier, but cannot guarantee that the driver will be immediately available at the airport at any time before or after the flight's early arrival.

4.26 Customers whose flights arrive early should wait at the designated meeting point according to information sent by the driver or our company. Our company will provide pickup coordination within a reasonable scope before the driver arrives.

4.27 If the flight number provided by the customer corresponds to multiple dates, shared flights, or other situations that may cause identification ambiguity, the customer should ensure that sufficient information is provided to enable our company to correctly confirm the flight taken.

4.28 If the customer is traveling on a code-sharing flight, every effort should be made to provide the actual operating carrier's flight information or a flight number that can correctly track the flight.

4.29 If the customer provides incorrect flight number, incorrect date, incorrect airport, incorrect terminal, or other critical flight information, resulting in the company being unable to accurately track the flight or the driver going to the wrong location, the impact will be handled according to the specific responsibility of the customer providing the incorrect information.

4.30 If the airline temporarily changes the arrival terminal, the company will make every effort to adjust the meeting arrangements when it is reasonably possible to obtain the relevant information.

4.31 After customers arrive at the airport, they should reasonably check the meeting location, parking area, terminal exit, and other pickup instructions sent by the driver or our company.

4.32 If there is a large-scale entry congestion at the airport, customs delays, baggage conveyor failures, or other situations that prevent customers from leaving the restricted area within the usual time, customers should contact the driver or our company as soon as possible after being able to use communication devices.

4.33 If the customer has timely informed us of any abnormality in the airport procedures, the company may, based on the actual situation of the driver and vehicle, make every effort to coordinate and continue waiting. However, any waiting beyond the 90-minute free waiting period is not automatically guaranteed.

4.34 After the free waiting time of 90 minutes, if the driver is still able to wait, the company may charge reasonable additional waiting fees according to the applicable rate at that time.

4.35 If the driver is unable to continue waiting due to subsequent orders, legal working hours, airport parking restrictions, or other actual operational reasons, the driver may terminate the waiting period in accordance with this policy.

4.36 If the customer's flight is delayed or canceled due to weather, airline operations, airport control, mechanical failure, strike, government measures, or other third-party reasons, the company is not liable for responsibilities that the air transport operator is legally required to bear.

4.37 The company is only liable for the ground private transportation services actually provided by the company, and is not liable for flight cancellations, ticket refunds, accommodation arrangements, meal compensation, or other aviation transportation obligations of the airline itself.

4.38 If the customer incurs accommodation costs, meal costs, flight change fees, or other expenses due to flight cancellation or delay, they should first make a claim against the airline, insurance company, or other legally responsible party.

4.39 If changes to the flight occur more than 24 hours before the service starts, and the customer wishes to cancel rather than modify the order, the policy regarding free cancellation 24 hours before will apply.

4.40 If changes to the flight occur within 24 hours before the service starts, cancellation or modification of the order shall be handled in accordance with the provisions of this policy regarding cancellation within 24 hours and flight abnormalities, and in conjunction with applicable Japanese laws.

4.41 If our company, due to its own reasons, incorrectly tracks the correct flight, incorrectly dispatches vehicles, or fails to reasonably arrange pick-up services based on confirmed new flight information, we shall not be exempt from the legal responsibilities we are required to bear, solely on the grounds of flight changes.

4.42 In case of flight abnormalities, service arrangements should prioritize passenger safety, driver working hours, legal vehicle operation, and actual road conditions. Customers may not request drivers to wait indefinitely or be urgently dispatched across regions in violation of legal or safety regulations.

4.43 The provisions in this section regarding flight delays, cancellations, rescheduling, diversions, return flights, reassignments, additional charges, and liability limitations shall be implemented only within the scope permitted by Japanese applicable law, and shall not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited under the law.

Rules for late arrival and waiting at hotels, stations, cruise ports, and private premises

5.1 This section applies to hotels, guesthouses, train stations, Shinkansen stations, cruise terminals, ports, tourist attractions, commercial facilities, office premises, conference venues, private residences, homestays, Airbnb, apartments, private villas, and other non-airport pickup locations.

5.2 Except as otherwise explicitly agreed in writing in the order, the free waiting time at hotels, train stations, Shinkansen stations, cruise ship terminals, ports, tourist attractions, commercial facilities, office premises, conference venues, and other public pickup locations is 60 minutes.

5.3 The free waiting time at private residences, guesthouses, Airbnb, apartments, private villas, and other private pickup locations is 30 minutes.

5.4 The aforementioned free waiting time is calculated from the pickup time confirmed in the order, not from when the customer actually arrives, completes check-out, leaves the building, or locates the vehicle.

5.5 For example, if a customer books a pickup at a hotel at 13:00, the free waiting time is generally from 13:00 to 14:00. If a customer books a pickup at a private residence or homestay at 13:00, the free waiting time is generally from 13:00 to 13:30.

5.6 Customers should reasonably arrange check-out, luggage collection, meals, shopping, procedures, and other personal matters, and be prepared for the ride before the agreed pickup time in the order.

5.7 If the customer has not yet completed hotel check-out, is still packing luggage in the room, is still dining in the restaurant, is still shopping, or is handling other personal matters, the free waiting time calculation does not stop.

5.8 If the customer is expected to be unable to arrive at the pickup location on time, they should contact our company or the driver as soon as possible and inform them of the estimated delay.

5.9 Notification by the customer of a delay does not automatically extend the free waiting time, nor does it imply that the driver must wait indefinitely. Whether the driver can continue to wait will be determined based on the driver's working hours, subsequent orders, parking conditions, vehicle scheduling, and other actual operational circumstances.

5.10 If the driver is able to wait beyond the free waiting time, the company may charge additional waiting or overtime fees based on the order, quotation, or the fee standards already confirmed to the customer at that time.

5.11 If the driver is unable to continue waiting due to subsequent orders, the driver's legal working and rest time, parking restrictions, road management requirements, or other reasonable operational reasons, after the applicable free waiting time has expired, the driver may end the waiting and leave the pickup location.

5.12 When the hotel pickup is arranged, the customer should wait for the vehicle at the hotel name, address, and agreed-upon area confirmed in the order.

5.13 If a hotel has multiple entrances, lanes, parking areas, or passenger pick-up/drop-off locations, customers should reasonably check the meeting information sent by our company or the driver, and proceed to a location that is legally and safely suitable for passenger pick-up and drop-off in accordance with the hotel's on-site regulations.

5.14 If the hotel does not allow vehicles to stay for a long time at the main entrance, the driver may move the vehicle to a nearby legal parking area according to the instructions of hotel staff, parking personnel, or on-site regulations, and notify the customer in a reasonable manner.

5.15 If the vehicle needs to be moved to a nearby legal location due to hotel parking or passenger pickup/drop-off regulations, this does not mean the driver has not arrived at the pickup location, nor does it stop the already started free waiting time.

5.16 When customers book a hotel transfer, they should provide the correct hotel name and address. For hotels with similar names, multiple branches, or located in different cities, customers should particularly confirm the address accuracy.

5.17 If the driver goes to the wrong location due to incorrect hotel, incorrect branch, incorrect address, or other incorrect pickup information provided by the customer, any waiting time, rescheduling, delays, or inability to complete the service caused thereby shall be handled based on the actual impact caused by the incorrect information provided by the customer.

5.18 When picking up customers at train stations or Shinkansen stations, customers should confirm in advance the correct station, date, pickup time, and the meeting location confirmed by our company.

5.19 Large stations may have multiple exits, ticket gates, taxi areas, bus areas, and different floors. Customers should reasonably check the meeting information sent by the driver or our company and keep their contact methods available.

5.20 If the customer takes the wrong exit, waits at another exit, boards the wrong train, gets off early, passes their station, or is unable to meet at the agreed location due to personal reasons, the calculation of the free waiting time will not be stopped.

5.21 If the customer finds themselves at the wrong exit or another area of the station, they should contact the driver or our company as soon as possible. The driver may assist in adjusting the meeting location, provided that traffic regulations, parking conditions, and on-site circumstances allow.

5.22 Whether the driver can drive the vehicle to another exit where the customer is located shall be determined based on road structure, vehicle traffic regulations, parking restrictions, and actual conditions. The customer may not request the driver to pick up passengers at locations where parking or passenger boarding is prohibited.

5.23 If the train or Shinkansen the customer is traveling on is delayed, the customer should notify the company or driver as soon as possible after it becomes reasonably possible to contact them.

5.24 Delays to trains, Shinkansen, or other rail services do not automatically change the original pickup time of the order, nor do they automatically create an obligation to wait indefinitely for free.

5.25 If the customer provides accurate train information in advance and a major railway operation anomaly occurs, the company will make reasonable efforts to coordinate pick-up arrangements within the actual operational conditions. However, whether the waiting time can be extended or the vehicle can be rescheduled will depend on the actual availability of the vehicle and driver.

5.26 The free waiting time for pickups at cruise terminals and ports is generally 60 minutes.

5.27 The waiting time for cruise pick-up is generally calculated from the confirmed pick-up time in the order, unless otherwise specified in the order.

5.28 When customers book a cruise transfer, they should provide as much information as possible, including the cruise name, estimated port arrival date, pier name, and other reasonable details to confirm the transfer arrangements.

5.29 The actual time the cruise ship arrives at the port, the time allowed for passengers to disembark, and the time when customers actually complete immigration, customs, or luggage procedures may differ. Therefore, customers should reasonably choose the pickup time based on information provided by the cruise company.

5.30 If the cruise ship experiences late arrival at the port, early arrival at the port, cancellation of the port call, change of berth, change of port, or other significant operational changes, the customer should notify the company as soon as possible after becoming aware of the relevant information.

5.31 If the cruise ship arrives late at the port, it does not automatically guarantee that the original driver and vehicle can wait indefinitely until the new arrival time. The company will determine whether an adjustment can be made based on the driver's working hours, subsequent orders, vehicle scheduling, port regulations, and actual circumstances.

5.32 If the cruise ship is delayed by a small margin, and the original driver and vehicle are still able to reasonably perform the service, the company will make reasonable efforts to coordinate the pickup time.

5.33 If the cruise ship experiences prolonged delays, overnight delays, port changes, or other significant changes that prevent the original driver and vehicle from continuing, the company may attempt to reassign a vehicle, driver, or new pickup time, but cannot guarantee that a reassignment will be successful.

5.34 If the cruise ship docks at a port different from the original order, the original order will not automatically change to the new port. Whether it is possible to go to the new port for pickup must be reconfirmed by our company, and a new quotation may be provided based on distance, vehicle scheduling, and actual costs.

5.35 If the cruise company cancels the port call, the customer should notify this company as soon as possible. The handling of related cancellations, modifications, and refunds should be determined based on the time of the customer's notification, whether the vehicle and driver have already been arranged, whether the service has already started, other provisions of this policy, and applicable Japanese law.

5.36 Port authorities, cruise companies, customs, police, or other officials may temporarily restrict commercial vehicles from entering the port area. In such cases, drivers may wait in nearby areas where commercial vehicles are legally and safely allowed to pick up passengers.

5.37 Differences between the actual meeting location and the customer's expected location due to port management regulations do not automatically constitute the driver not arriving or the company failing to provide the service.

5.38 Customers should reasonably check the port meeting location and vehicle information sent by our company or the driver, and restore communication as soon as possible after disembarking.

5.39 The free waiting time for pickups at private residences, guesthouses, Airbnb, apartments, and private villas is 30 minutes.

5.40 Customers should ensure that the provided private address is accurate and complete, and provide building name, room or unit information, entrance instructions, or other information that helps the driver locate the correct location when necessary.

5.41 If the road where the private residence, homestay, or Airbnb is located prohibits vehicle entry, is too narrow, restricts vehicle size, is a private road, prevents legal parking, or has other actual safety issues, the driver may choose a nearby legal, safe, and reasonably accessible location as the meeting point.

5.42 The company or driver will notify the customer of the adjusted meeting location to the extent reasonably feasible. The customer should cooperate in proceeding to a location where the pickup can be legally and safely completed.

5.43 If the customer does not promptly leave the residence, homestay, apartment, or Airbnb, and is still packing luggage, checking out, or waiting for accompanying persons, the 30-minute free waiting time will not be paused.

5.44 If the customer-provided private address is incorrect, incomplete, cannot be accurately located on the map, or the actual entrance is significantly different from the order address, the customer should contact the driver or our company as soon as possible and provide the necessary explanation.

5.45 If the driver is unable to locate the correct pickup location due to the customer providing an incorrect or incomplete address, and the driver has already reasonably gone to the relevant location based on the order information and attempted to contact the customer, the free waiting time will continue to be calculated in principle.

5.46 For tourist attractions, shopping malls, theme parks, conference venues, office buildings, and other large public facilities, the actual vehicle pickup and drop-off locations may be affected by facility management regulations. Drivers may pick up and drop off passengers at designated areas or nearby legal locations.

5.47 If the customer is late due to shopping, queuing, activity delays, extended meetings, extended sightseeing, or other personal arrangements, waiting time is still calculated according to the provisions of this section.

5.48 For hourly rental or day tour services billed by time, the customer's delay is counted as part of the already booked service time. The original order end time is not automatically extended due to the customer's actual pickup time being later.

5.49 If the customer's delay results in the remaining time of the scheduled trip being insufficient, the company or driver may adjust, reduce, or cancel some attractions or stops based on the remaining time.

5.50 If the customer wishes to extend the service time to complete the originally planned itinerary, they must obtain prior confirmation from our company or the driver, and pay the applicable overtime charges for the order; whether the driver can continue the service still depends on the legal working hours and subsequent arrangements.

5.51 After the applicable 60-minute or 30-minute free waiting time has expired, if the customer has still not arrived, and the company or driver has made reasonable attempts but still cannot establish effective contact, the matter may be handled in accordance with the provisions regarding No-show in Chapter 3 of this policy.

5.52 Once reasonably determined to be a No-show, the driver may terminate the wait and leave the pickup location; for orders classified as No-show due to customer reasons, 100% of the total order amount will be charged within the limits permitted by Japanese applicable law, and refunds will generally not be issued.

5.53 If the customer has already contacted the driver effectively before the free waiting time expires, but it is still expected to take a long time to arrive, the driver's decision to continue waiting should be based on the actual situation. Maintaining contact from the customer does not automatically extend the free waiting time indefinitely.

5.54 If the company or the driver is at fault, for example, going to the wrong location, failing to arrive at the confirmed pickup location in a reasonable manner, or providing incorrect information about the meeting point, resulting in the inability to complete the pickup, the customer cannot be deemed a No-show solely based on this section.

5.55 In case of disputes regarding late arrivals, waiting times, or No-shows, the company may verify the actual service situation based on order confirmation information, driver arrival records, vehicle dispatch records, communication records, and other reasonable evidence.

5.56 The provisions in this section regarding 60-minute and 30-minute free waiting time, driver departure, additional waiting charges, No-show, and related responsibilities are only implemented within the scope permitted by Japanese law, and do not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited under applicable law.

Order Modification, Rescheduling, and Rebooking

6.1 After the customer confirms the order, if they need to modify the service date, pickup time, pickup location, destination, flight information, vehicle type, number of passengers, number of luggage items, service duration, or any other important order details, they should submit a modification request as soon as possible through a contact method recognized by our company.

6.2 Submitting a request for modification by the customer does not automatically make the modification effective. Any changes to an order must be reconfirmed by our company based on vehicle and driver availability, service area, road conditions, order scheduling, and other actual operational conditions.

6.3 Only after our company confirms the changes through the order system, email, WhatsApp, or other recordable methods will the new order details officially take effect. Until our company confirms, the original order's date, time, location, and other conditions remain valid.

6.4 If the customer applies for a modification more than 24 hours before the original order's service start time, the company will make reasonable efforts to assist with the modification, provided that vehicles and drivers are available.

6.5 Making changes 24 hours in advance does not mean that all changes are unconditionally free. If the modified route, date, vehicle type, service time, service area, or other content by the customer results in a change in the actual service price, the company may recalculate the price based on the modified service content.

6.6 If the modified order price is higher than the original order price, the customer should pay the corresponding difference, after which the modification can be finally confirmed.

6.7 If the modified order price is lower than the original order price, whether the difference will be refunded should be determined based on the specific product pricing conditions, the nature of the modification, any reasonable costs already incurred, this policy, and applicable Japanese law.

6.8 From 24 hours before the start time of the original order service, the order enters a period during which it cannot be canceled for free. If the customer requests changes to the date, time, location, flight, route, or other important content during this period, the company cannot guarantee acceptance.

6.9 For modification requests made within 24 hours before the service starts, the company may decide whether to accept based on the actual availability of the vehicle and driver.

6.10 If our company is able to accept modification requests within 24 hours, we may recalculate the price based on the reasonable additional costs incurred due to rescheduling, vehicle changes, route changes, service time changes, or other actual increases.

6.11 If our company is unable to accept a customer's request for changes within 24 hours before the service starts, the original order remains valid according to the originally confirmed content.

6.12 Customers cannot automatically be entitled to a free cancellation of the original order merely because the company is unable to accept modification requests made within 24 hours.

6.13 If the customer decides not to use the original order service for this reason, the original order will still be processed according to the provisions of this policy regarding cancellation within 24 hours before the service starts, and in principle, 100% of the total order amount will be charged.

6.14 Customers may not avoid the 24-hour cancellation policy that applies to the original order by first modifying the order's date, time, or other details and then cancelling the modified order.

6.15 If a customer requests to reschedule the service to a later date after the original order has entered the 24-hour period during which free cancellation is no longer allowed, even if the company agrees to the rescheduling in good faith or due to actual operational conditions, the cancellation terms of the original order will not be recalculated solely due to the rescheduling.

6.16 For rescheduling orders mentioned in the preceding paragraph, if the customer subsequently cancels, the company has the right to handle the cancellation based on the applicable cancellation terms, revised confirmation content, and Japanese applicable laws that were in effect at the time of the rescheduling, rather than automatically granting a 24-hour free cancellation period based on the new service date.

6.17 The company may inform the customer clearly that this rescheduling is a one-time special adjustment and whether the original order cancellation conditions still apply to the modified order when processing rescheduling requests within 24 hours of confirmation.

6.18 Customers may not repeatedly request rescheduling in succession in an attempt to long-term occupy vehicle and driver resources, avoid cancellation fees, or repeatedly extend the free cancellation period.

6.19 For orders involving multiple modifications, significant modifications, or modifications that have substantially affected vehicle and driver scheduling, the company may request the customer to cancel the original order and rebook according to the new service details.

6.20 If our company requests a rebooking, we should clearly inform the customer how the original order will be handled, as well as the price and conditions of the new order.

6.21 If the customer proactively changes the pickup location or destination, and the new location is in a different city, different airport, different operational area, or significantly increases the driving distance, the company reserves the right to treat this as a major order modification and provide a new quotation.

6.22 For example, changing the pickup from Narita International Airport to Haneda Airport, changing the transfer within Tokyo to Fujikawaguchi Lake, or changing the original city transfer to inter-city long-distance transportation does not constitute a simple address modification. The company may requote based on the new actual service.

6.23 When the customer actively changes the flight, the new flight number, airline, arrival airport, date, and estimated time of arrival should be provided as soon as possible.

6.24 Changing the flight at the customer's initiative does not automatically transfer the original airport pickup order to the new flight. Whether it can continue to be executed must be reconfirmed by our company.

6.25 In cases of flight delays, cancellations, rescheduling, return flights, or diversions caused by airline reasons, in addition to the provisions of this section, the provisions of this policy regarding abnormal flight operations at airports also apply.

6.26 When the customer requests to change the number of passengers or the amount of luggage, it should be ensured that the revised actual number of passengers and luggage still comply with the original vehicle's legal passenger capacity and luggage space.

6.27 If adding passengers or luggage makes the original vehicle unable to legally and safely accommodate them, the company may request an upgrade to a higher vehicle class, add additional vehicles, or take other reasonable measures, and will requote based on the new service content.

6.28 If the customer does not notify in advance of adding passengers or luggage, and on the service day, there is a clear exceedance of the original order's capacity conditions, the company cannot guarantee immediate arrangement of a larger vehicle or additional vehicles.

6.29 If the previous circumstances result in some passengers or luggage being unable to use the original vehicle for transportation, the situation should be handled based on the customer's incorrect declaration of information and the actual service provided.

6.30 When customers request to change the vehicle type, it must be reconfirmed based on the actual availability of the target vehicle type. The company cannot guarantee that the newly specified vehicle type will be available close to the service time.

6.31 When customers request to change point-to-point transfers to hourly charter, day tours, or add multiple pickup/drop-off locations, the company may recalculate the price based on the new service type.

6.32 If a client requests to shorten an already confirmed private charter time, reduce the route, or reduce part of the service content, this does not automatically entitle them to a proportional refund. The specific handling should be determined based on the time of the modification request, the nature of the order, the already reserved vehicle and driver resources, this policy, and applicable laws.

6.33 After the service has started, if the customer requests to change the route, add a stop, add a sightseeing spot, extend the service time, or change the destination, it is considered an on-site additional or change of service, rather than a rescheduling of a regular order.

6.34 For on-site changes after the service begins, the company or driver may decide whether to accept based on remaining service time, vehicle condition, driver's legal working hours, subsequent orders, road conditions, and safety requirements.

6.35 Modifications after the service begins may incur additional charges for extra time, distance, toll road fees, parking fees, vehicle dispatch, or other reasonable costs, in accordance with applicable rate standards.

6.36 Customers may not request drivers to change the order date to another date without confirmation from our company, or privately agree to provide services different from the original order in the future.

6.37 Any modifications involving service dates, prices, vehicle types, main routes, or other significant contractual terms must be confirmed by our company. Major order changes made by drivers without authorization do not automatically represent formal acceptance by our company.

6.38 If the customer wishes to transfer the order to another passenger for use, they must contact our company in advance and obtain confirmation. Our company may request the new primary passenger's name, contact information, and other information necessary to perform the service.

6.39 If an order involves specific identities, special offers, special service requirements, or other conditions unsuitable for transfer, the company may refuse the order transfer.

6.40 If the customer provides incorrect or incomplete information during the order modification process, resulting in incorrect vehicle dispatch, the driver going to the wrong location, service delay, or failure to complete the service, the corresponding liability shall be determined based on the actual cause and applicable Japanese law.

6.41 After the customer submits a modification request, if the customer takes action based on the new date, time, or location before the company has confirmed the modification, the risks arising therefrom shall generally be borne by the customer, except in cases where the company is legally liable.

6.42 If a customer makes different modification requests through multiple channels, the final confirmed order content by our company shall prevail. If the customer finds discrepancies between the confirmed content and their requirements, they should immediately contact our company for verification.

6.43 The company reserves the right to retain order records, emails, WhatsApp records, payment records, and other reasonably necessary transaction records related to order modifications, for the purpose of confirming the agreement between both parties, processing refunds, handling complaints, or resolving payment disputes, and to process relevant personal information in accordance with the Privacy Policy and applicable Japanese laws.

6.44 If order modifications involve price changes, the company may require customers to complete the payment of the difference before the service begins. If customers fail to pay the confirmed additional costs as required, the company may proceed with the original order content prior to the modification, or handle the unconfirmed modification request based on actual circumstances.

6.45 Our company agrees to provide one free rescheduling, free modification, or special handling on a particular occasion. This does not mean that the customer automatically enjoys the same rights for other orders or future modifications, nor does it constitute our company's permanent waiver of the cancellation or modification conditions stipulated in this policy.

6.46 The provisions in this section regarding modifications, rescheduling, rebooking, price adjustments, and cancellation fees shall be implemented only within the scope permitted by Japanese applicable law, and shall not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited under the law.

Refund Methods, Refund Timing, and Payment Disputes

7.1 Whether the customer is entitled to a full or partial refund shall first be determined according to this 'Cancellation, Waiting, and No-Show Policy,' specific order terms, actual service performance, and applicable Japanese law.

7.2 Submitting a refund request by the customer does not automatically mean that the refund has been approved. The company reserves the right to verify refund conditions based on order records, cancellation time, driver and vehicle arrangements, actual service circumstances, payment records, and other reasonable information.

7.3 Amounts confirmed to meet the refund conditions will, in principle, be refunded to the customer's original payment method.

7.4 If the customer completed the payment via credit card, debit card, or third-party online payment service, the refund shall, in principle, be returned to the original payment account or original bank card through the original transaction channel.

7.5 To prevent fraud, money laundering, duplicate refunds, and payment disputes, except in cases of reasonable and lawful special circumstances, the company generally does not process credit card refunds as cash, private bank transfers, or into other accounts unrelated to the original payer.

7.6 If the original payment method cannot receive refunds normally due to reasons such as the cancellation of the bank card, account closure, restrictions by the payment institution, or other causes, the customer should promptly contact the company. The company will determine the applicable handling method based on the payment service provider's rules, applicable Japanese laws, and actual circumstances.

7.7 The time when our company completes the refund operation may differ from the time the refund is actually displayed on the customer's bank account or credit card statement.

7.8 After our company submits the refund request, the refund may still need to go through internal processing procedures by the payment service provider, bank card organization, acquiring institution, issuing bank, and the customer's bank.

7.9 Due to differences in processing speeds among countries, regions, banks, credit card companies, payment methods, and settlement systems, the company cannot guarantee that refunds will be reflected in the customer's account on a specific fixed date.

7.10 If the customer has not received the refund from our company after the refund has been confirmed, they should first check the original payment account and credit card statement, and may contact our company to obtain reasonable refund transaction information that can be provided, in order to further inquire with the bank or payment institution.

7.11 If the company has not yet actually completed the refund operation, it shall not indefinitely postpone its own obligation to complete the refund merely on the grounds of bank processing time.

7.12 If a customer views or pays for an order in US dollars, euros, pounds, or another foreign currency, but the actual bank card settlement involves Japanese yen or another currency conversion, the final refund amount displayed in the customer's local currency may differ from the original payment amount due to exchange rate fluctuations.

7.13 Exchange rates are typically determined by credit card organizations, issuing banks, acquiring institutions, payment service providers, or other financial institutions involved in currency conversion according to their own rules. The company cannot control the actual exchange rates adopted by third parties.

7.14 If this company correctly submits a refund according to the amount due from the original transaction, but the customer incurs a difference in their local currency due to exchange rate fluctuations between the payment date and the refund date, this difference shall be handled in accordance with the rules of the relevant financial institution and applicable Japanese law.

7.15 The customer's bank, credit card company, or payment service provider may charge overseas transaction fees, currency conversion fees, bank handling fees, or other third-party fees. Whether such fees are refundable shall be determined by the actual charging institution in accordance with its rules and applicable laws.

7.16 The company shall not arbitrarily deduct the refund amount that should be borne by the company in accordance with the law under names such as 'payment handling fee', 'system handling fee', or any other name; if a fee can be deducted in accordance with the law or based on valid conditions explicitly accepted by the customer, it must have a reasonable basis.

7.17 For orders that are canceled free of charge more than 24 hours before the service start time as stipulated in this policy, if the customer is legally entitled and eligible under this policy to receive a full refund, the company will process the refund according to the applicable refund amount, and will not charge any unreasonable cancellation fees for the customer's normal exercise of the free cancellation right.

7.18 For orders canceled by the customer within 24 hours before the service start time, 100% of the total order amount will be charged and no refund will be issued, except where Japanese applicable law imposes mandatory provisions or this policy explicitly provides for a different course of action.

7.19 Orders reasonably determined to be no-shows due to customer reasons will, within the limits allowed by Japanese applicable law, generally be charged 100% of the total order amount and will not be refunded.

7.20 If our company fails to provide confirmed and paid services due to our own attributable reasons, and is unable to offer an alternative performance solution that is reasonably acceptable to the customer, we shall process the corresponding refund or other remedies in accordance with the unperformed service content, actual impact, and applicable Japanese law.

7.21 If only part of the services in the order are unfulfilled, while the other main services have been provided normally, whether a partial refund is issued and the amount of the refund should be reasonably determined based on the actual value of the unfulfilled portion, the severity of the issue, the responsibilities of both parties, and applicable laws, and this does not automatically result in a full refund of the entire order.

7.22 If the customer terminates the service prematurely, voluntarily abandons part of the itinerary, does not use the full charter time, or reduces the originally scheduled service content, refunds for the unused portion are generally not automatically issued on a proportional basis.

7.23 If customers believe that duplicate charges, incorrect amounts, or unauthorized transactions have occurred, they should contact our company as soon as possible and provide the order number, payment date, amount, and other reasonable and necessary information to enable our company to verify the payment records.

7.24 If it is verified that duplicate charges were indeed caused by the company or the payment system used by the company, the company shall promptly handle the duplicate charges in accordance with the actual situation.

7.25 If a customer's bank card statement shows two similar entries, and one of them is actually a bank pre-authorization, pending transaction, or temporary freeze, rather than a completed duplicate charge, the transaction status should be further confirmed according to the relevant bank or payment institution.

7.26 A customer raising a payment dispute, chargeback, or refund request through the credit card issuer's bank, card organization, PayPal, or other payment institution does not automatically mean that the company has agreed to a refund, nor does it automatically mean that the order fee is invalid.

7.27 Customers have the right to legally use the legitimate payment dispute procedures provided by their bank, credit card company, or payment service provider. The company will not deprive customers of their legally entitled consumer rights by virtue of them legally raising a payment dispute.

7.28 If the customer initiates a Chargeback or any other payment dispute, the company has the right, within the scope permitted by law and necessary to resolve the dispute, to submit reasonable evidence related to the transaction to the bank, payment service provider, acquiring institution, or credit card organization.

7.29 The aforementioned information may include order confirmations, service conditions accepted by the customer, payment records, cancellation times, order modification records, driver scheduling records, driver arrival records, waiting time records, GPS or vehicle operation data (if applicable), emails, WhatsApp or other communications directly related to the dispute, and proof of service completion.

7.30 The company shall only provide customer information to the extent reasonably necessary for handling relevant payment disputes, and shall process personal information in accordance with the company's Privacy Policy and applicable Japanese law.

7.31 If a customer has already received a full or partial refund from our company, and subsequently receives a refund or compensation for the same actual loss through a credit card company, bank, insurance company, payment platform, or other channels, the portion of duplicate refunds or duplicate compensation shall be handled in accordance with applicable Japanese law.

7.32 Customers may not intentionally obtain duplicate refunds exceeding the amount legally entitled by applying for a refund to this company while simultaneously disputing the same amount with multiple payment institutions.

7.33 If the company discovers that a customer has already received duplicate refunds, it may legally contact the customer, bank, or relevant payment institution to verify and request that the amount exceeding the actual refund be corrected in accordance with applicable laws.

7.34 If the customer revokes a payment dispute, the bank rejects a chargeback, or the payment institution finally determines that the transaction is valid, it shall not affect the customer's right to assert rights under applicable Japanese law.

7.35 Similarly, the processing results of payment institutions regarding Chargeback mainly involve disputes over payment transactions and do not necessarily replace the final determination of the legal liability of both parties by the court or other authorized institutions.

7.36 If the refund involves a travel agency, agent, OTA platform, cooperative booking platform, or other third-party sales channels, the refund process may need to be handled through the customer's original purchase channel.

7.37 For orders where customers complete payments through third-party platforms, and if the company does not directly collect payments from customers, customers may need to apply for refunds according to the refund process of the original platform. Specific procedures will depend on the payment and contractual relationship of the order.

7.38 The company will not make refund commitments that cannot be fulfilled for third-party platform payments that it has not actually received, controlled, or held. However, it will cooperate within a reasonable scope to confirm the actual service provided by the company and the cancellation status.

7.39 If the customer makes a payment via bank transfer, when refund conditions are met, the company may request the customer to provide bank account information that is reasonably necessary to complete the refund.

7.40 Refunds via bank transfer may be affected by third-party banking systems, including international transfers, intermediary banks, receiving banks, or currency exchange, which may impact the actual amount received and processing time.

7.41 If a refund failure, return, or additional bank fees occur due to the customer providing incorrect bank account information, the company may request the customer to provide correct information and reprocess the refund. The relevant costs will be determined based on applicable laws and the actual reasonable costs incurred.

7.42 If the original order was paid in cash and a refund is legally required, the company may process the refund in cash, bank transfer, or other lawful and reasonable manner based on transaction records, customer identity verification, amount, and actual circumstances.

7.43 To prevent refund fraud, the company has the right to request information from refund applicants that can prove they are the order payer, main passenger, or legally authorized person, but shall not request excessive personal information that is clearly unrelated to the refund process.

7.44 If the company has reasonable grounds to suspect that a refund request involves fraud, identity theft, deception, duplicate refunds, or other illegal activities, it may suspend the refund verification within the limits allowed by law and report to or cooperate with investigations by payment institutions, banks, police, or other relevant authorities when necessary.

7.45 The foregoing shall not be used to unreasonably delay the payment of refunds that are normal, legal, and have been confirmed as due.

7.46 If a customer has objections to the refund amount, they should explain the amount and reasons they believe to be correct to our company as much as possible. Our company will verify based on the order, payment, cancellation, and actual service records.

7.47 Our agreement to a particular special refund, goodwill refund, fee waiver, or other exceptional treatment does not imply that the same treatment will automatically apply to other orders, nor does it constitute our permanent waiver of the rights stipulated in this policy.

7.48 When there is an interpretive connection between this section and other sections of this policy, the determination should be made comprehensively based on the time of order cancellation, No-show situations, flight changes, order modifications, actual service fulfillment, and specific payment methods.

7.49 Nothing in this section shall be interpreted as allowing the company to exclude liability for damages arising from the company's intentional acts, gross negligence, or liabilities that cannot be excluded or limited under Japanese law by merely paying the terms.

7.50 All provisions in this section regarding refunds, exchange rates, third-party fees, duplicate refunds, chargeback, bank transfers, and liability limitations shall be implemented only within the scope permitted by Japanese law, and shall not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited by law.

Special Circumstances, Policy Effectiveness, and Applicable Laws

8.1 This 《Cancellation, Waiting, and No-Show Policy》 applies to relevant private transportation services confirmed through the official website of Japan Private Car Service and other direct booking channels authorized by our company. For orders completed through third-party travel agencies, OTA platforms, agents, or other platforms, if the third party has specific cancellation and refund conditions applicable to the order, the applicable rules shall be determined based on the specific contractual relationship and the content of the order confirmation.

8.2 This policy shall be interpreted and applied together with the 'Terms and Conditions' published on this website, specific product pages, quotations, order confirmations, and any legally valid written or electronic confirmations between the customer and the company.

8.3 If there are specific conditions confirmed by our company regarding cancellation, modification, waiting time, No-show, refund, or other matters in a specific order, the specific terms of that order shall generally take precedence over the general terms, within the limits permitted by Japanese applicable law.

8.4 Oral commitments made by our staff, customer service, or drivers that conflict significantly with the official order terms without authorization do not automatically constitute a modification to this policy. Special agreements regarding cancellation fees, refunds, rescheduling, prices, and other important terms should be confirmed through the order system, email, WhatsApp, or other reasonable methods that can preserve records.

8.5 If a customer is unable to use the order due to sudden illness, injury, family emergency, document issues, visa issues, traffic disruption, or other personal special reasons, the customer should contact our company as soon as possible and provide relevant circumstances.

8.6 The personal special circumstances mentioned above do not automatically grant unconditional rights to free cancellation or refund. Whether rescheduling, partial refund, special handling, or other good-faith solutions can be provided shall be determined based on the time of cancellation, whether the vehicle and driver have already been arranged, actual incurred costs, the nature of the order, and applicable Japanese law.

8.7 If a customer makes a special refund request due to a sudden illness or other emergency, the company may request appropriate documentation that supports the relevant situation within a reasonable and necessary scope, but shall not request excessive personal information that is clearly unrelated to processing the application.

8.8 Our company may, in certain special circumstances, provide free cancellation, rescheduling, partial refund, full refund, fee waiver, or other goodwill handling for a particular instance. This does not imply that the same handling will automatically apply to other orders or similar situations in the future, nor does it constitute our company's permanent waiver of the rights stipulated in this policy.

8.9 In the event of earthquakes, tsunamis, typhoons, blizzards, floods, volcanic activity, major natural disasters, severe road closures, government restrictions, airport or port closures, and other major events that the company cannot reasonably control, resulting in the inability to legally or safely perform related transportation services, the company will take reasonable measures based on the actual situation.

8.10 The aforementioned measures may include adjusting pickup times, changing routes, changing pickup locations, rescheduling, providing alternative vehicles or service options, or canceling affected services when it is indeed impossible to legally and safely perform them.

8.11 When service cannot be performed due to force majeure or other major events that the company cannot reasonably control, cancellation and refund should not be mechanically treated as customer-initiated cancellation, but should be determined based on the nature of the event, whether actual performance has already occurred by both parties, services already provided, reasonable costs incurred, specific order conditions, and applicable Japanese law.

8.12 The company shall not arbitrarily classify operational issues that were originally within the company's reasonable control or ability to avoid as force majeure, thereby evading the refunds, compensation, or other responsibilities it is legally obligated to bear.

8.13 If government agencies, police, road management authorities, airports, ports, or other relevant authorities explicitly prohibit the operation of related vehicles or entry into specific areas, the company and drivers have the right to comply with such instructions and adjust or suspend affected services as appropriate.

8.14 Customers may not request drivers to violate traffic laws, government orders, driver statutory working and rest time requirements, or other safety regulations in order to avoid cancellation, delays, or trip losses.

8.15 In the event of a major disaster, communication disruption, large-scale power outage, or other emergency situations that temporarily prevent the customer from contacting our company, both parties should contact each other as soon as possible after communication conditions are restored, and handle the order based on facts that can be reasonably verified.

8.16 If a customer's flight, train, cruise, or other third-party transportation service is canceled, delayed, or undergoes significant changes due to third-party reasons, the relevant order will first be handled in accordance with the provisions of this policy regarding flight abnormalities, order modifications, and cancellation timelines.

8.17 Cancellation or delay of third-party transportation services does not automatically result in the cancellation of our ground transportation orders. Customers are still required to notify us as soon as possible so that we can adjust vehicle and driver arrangements based on the actual situation.

8.18 If the customer receives compensation or a refund related to the same loss through travel insurance, credit card travel insurance, an airline, cruise line, travel agency, or another third party, they should avoid obtaining duplicate compensation exceeding the actual loss range in accordance with applicable law.

8.19 The '24 hours' specified in this policy is generally calculated based on the local time in Japan at the service start location as agreed in the order.

8.20 The term 'service start time' referred to in this policy is generally the scheduled pickup time displayed in the order confirmation; however, the calculation of free waiting time for airport pickup services shall be governed by the special provisions regarding airport pickup services outlined in this policy.

8.21 The 'free waiting time' in this policy refers only to the period during which no additional waiting charges are incurred due to waiting itself, within the specified time frame. It does not mean that the customer can unconditionally request the driver to wait beyond this time.

8.22 The term 'No-show' in this policy shall be determined in accordance with the conditions specified in Chapter 3 of this policy, and shall not be automatically deemed as a No-show merely due to the customer's brief delay.

8.23 The free waiting time for airport pick-ups is 90 minutes; for hotels, train stations, Shinkansen stations, cruise terminals, ports, and other public places, it is generally 60 minutes; for private residences, homestays, Airbnb, apartments, private villas, and other private places, it is generally 30 minutes, specifically executed according to the relevant chapters of this policy.

8.24 If the customer does not arrive within the corresponding free waiting time, and the company or driver is still unable to establish effective contact after reasonable attempts, it may be deemed a No-show according to this policy; the driver may terminate the waiting and leave.

8.25 Orders reasonably determined to be No-show due to customer reasons will, within the limits allowed by Japanese applicable law, generally be charged 100% of the total order amount and will not be refunded.

8.26 Customers may cancel their orders free of charge if they cancel at least 24 hours before the service start time. From 24 hours before the service start time, the free cancellation period ends, and customers who cancel their orders will generally be charged 100% of the total order amount, except where Japanese applicable law imposes mandatory provisions or this policy explicitly provides for other handling methods.

8.27 The provisions of this policy regarding the 24-hour cancellation deadline, 100% cancellation fee, No-show charges, and waiting time shall be implemented in accordance with the specific facts of the customer's order and applicable Japanese law, and shall not be used to exempt the company from liability arising from its own intentional acts, gross negligence, or other liabilities that cannot be excluded under applicable law.

8.28 If the vehicle fails to arrive at the designated location in a reasonable manner, the driver goes to the wrong location, the service cannot be provided, or any other significant performance issues occur due to reasons attributable to our company, we shall not refuse to bear the legally required refund, remedial measures, or compensation responsibilities solely based on the cancellation policy or No-show terms.

8.29 If there is a dispute between the customer and the company regarding cancellation time, driver arrival time, waiting time, No-show, or order modification, the company may verify the actual situation based on order records, payment records, driver scheduling records, vehicle operation records, communication records, and other reasonable information that can be legally used.

8.30 Customers can also provide the company with their email, WhatsApp chat records, flight information, photos, payment details, or other relevant evidence to assist in verifying disputes.

8.31 Personal information related to cancellations, waiting, No-show, refunds, and payment disputes should only be used within the scope necessary for processing orders, fulfilling contracts, handling disputes, preventing fraud, complying with legal obligations, and other legitimate purposes, and shall be managed in accordance with our Privacy Policy and applicable Japanese laws.

8.32 This policy, as well as any contractual relationship arising between the customer and our company regarding cancellation, modification, waiting, No-show, refund, and related services, shall be governed by and interpreted in accordance with Japanese law in principle; however, if other laws have mandatory applicability, they shall prevail accordingly.

8.33 Nothing in this policy shall be interpreted as excluding, limiting, or waiving consumer rights that cannot be excluded, limited, or waived by contract under applicable Japanese law.

8.34 Nothing in this policy shall exclude or limit liability arising from the company's intentional acts, gross negligence, or other circumstances that cannot be excluded or limited under Japanese law.

8.35 If any term or part of this policy is determined by a court, administrative authority, or other competent authority to be invalid, unlawful, or unenforceable, such determination shall, in principle, affect only the relevant term or part, and shall not affect the continued applicability of the other lawful and valid terms of this policy.

8.36 Any provisions deemed partially invalid or unenforceable shall be interpreted or applied in a manner as close as possible to the legitimate purpose of such provisions, to the maximum extent permitted under Japanese law.

8.37 If this policy conflicts with mandatory Japanese laws, the relevant mandatory laws shall prevail, and the remaining policy provisions not in conflict shall remain in effect.

8.38 The company may legally amend this policy due to changes in laws and regulations, regulatory requirements, changes in service models, adjustments to payment methods, operational requirements, or other reasonable reasons.

8.39 When this policy is amended, the company shall publish the updated policy in a reasonable manner in accordance with applicable Japanese law, and indicate the update date or effective date as appropriate.

8.40 For existing orders, whether subsequent modifications to the policy apply shall be determined based on the policy in effect at the time of the customer's booking, the specific content of the modification, whether the customer has been legally notified, and applicable Japanese law. The company may not retroactively modify the policy to improperly deprive the customer of rights that have been legally acquired.

8.41 For new orders placed after the policy has been legally updated and takes effect, the applicable policy version in effect at the time the order was placed shall generally apply.

8.42 If this policy is available in Chinese, English, Japanese, or other languages, the company will make reasonable efforts to maintain consistency in the substantive content across different language versions.

8.43 If different language versions create ambiguity due to translation or expression methods, language version differences cannot be used to exclude consumers' legally entitled rights; specific interpretations should be determined by combining the actual confirmed content by the customer, transaction circumstances, and applicable Japanese law.

8.44 The fact that the company does not immediately enforce cancellation fees, waiting fees, No-show fees, or other rights in a specific situation does not mean that the company permanently waives the right to enforce the relevant rules in other legally applicable orders.

8.45 Similarly, this policy shall not be interpreted as limiting the customer's right to seek remedies from consumer protection agencies, payment institutions, mediation institutions, courts, or other legally authorized institutions.

8.46 When customers have disputes with the company, both parties should first make reasonable efforts to resolve the issue through communication and negotiation. If negotiation fails to resolve the dispute, it may be handled through consumer protection, mediation, judicial procedures, or other legal channels in accordance with the law.

8.47 Regarding jurisdiction of courts and dispute resolution, Japanese applicable law shall apply. This policy shall not exclude consumers' statutory mandatory jurisdiction or other procedural rights that cannot be excluded by contract.

8.48 This policy shall be applied together with the 'Terms and Conditions'. For specific rules regarding cancellation, waiting time, No-show, rescheduling, and refunds, the special provisions in this policy shall prevail; for general rights and obligations related to transportation services, the 'Terms and Conditions' shall apply concurrently.

8.49 The purpose of this policy is to clarify the rules for cancellation, waiting, No-show, order modification, and refunds, and to reasonably protect the legitimate rights and interests of both the customer and our company, rather than to exempt either party from any legal responsibilities they are required to bear.

8.50 The provisions of this section and the entire《Cancellation, Waiting and No-show Policy》shall be implemented only within the scope permitted by Japanese applicable law, and shall not exclude or limit consumer rights or the company's legal responsibilities that cannot be excluded or limited under the law.