Terms and Conditions
Terms and Conditions
HavenJapan K.K. · Last revised: September 1st, 2026
Thank you for choosing HavenJapan. These terms explain how we work, what we promise, and what we ask of you. They apply to every booking with HavenJapan K.K. for a Haven One-Day Escape or a Haven Private Journey, however it is made: on this website, by e-mail, by invoice, by payment link or through a travel advisor. Part A covers your booking; Part B covers your use of this website.
Please read Part A before you pay. By paying a deposit, a balance or a payment link, you confirm that you have read and accept these terms, for yourself and for everyone in your party.
PART A — BOOKING CONDITIONS
1. About us
1.1 HavenJapan K.K., 5-9-15 Kamiuma, Setagaya-ku, Tokyo 154-0011, Japan. Representative: Elie Corbex. E-mail: [email protected]. Telephone and WhatsApp: +81 80 2393 7509.
1.2 Words used. "You" means the person who makes the booking and everyone travelling with them. "Your party" means everyone named on the booking. "Your booking documents" means your booking confirmation and, for a Private Journey, your proposal, invoice and itinerary.
2. What we provide
2.1 Haven One-Day Escape. A private guided day for your party only, usually in our vehicle, on the route, date and times confirmed to you.
2.2 Haven Private Journey. A multi-day private journey designed for you: the guided days, vehicles and planning listed in your booking documents, and the reservations we make on your behalf.
2.3 Your booking documents define your booking. Only what they list as included is included. Descriptions, photographs and sample itineraries on our website, social media and brochures illustrate the kind of experience we offer; your booking documents set out what you have booked. If your booking documents and these terms differ on a point, your booking documents apply for that point.
2.4 Not included unless listed. Hotels, flights, meals and drinks, personal expenses, tips, travel insurance and, on a One-Day Escape, entrance fees and optional activities (such as ropeway tickets) are not included unless your booking documents say so.
2.5 Services supplied by others. Hotels, restaurants, onsen, experiences, rail and other services that we reserve for you are supplied by those businesses under their own terms, including their own cancellation, no-show, admission and house rules. We choose them with care and make the reservations correctly. We are not responsible for how they perform their own service, unless we were at fault.
2.6 Bookings through a platform. If you booked a One-Day Escape through Viator, GetYourGuide, Airbnb or another platform, that platform's own cancellation and refund policy applies to cancellation and refunds. Everything else in these terms applies to the tour itself.
3. Your booking
3.1 When the contract is made. Your booking is confirmed when we have received your payment (or deposit) and have confirmed the booking to you in writing. The version of these terms published on the day you book is the version that applies to your booking.
3.2 Check your documents. Please check your confirmation, itinerary and invoice as soon as you receive them and tell us at once of any error in names, dates, numbers or details.
3.3 The lead traveller. The person who books accepts these terms on behalf of everyone in the party, confirms they are authorised to do so, and is responsible for making sure everyone in the party has seen them. Payments made by another person, including a travel advisor or a spouse, are made on the same terms.
3.4 Your party. Prices are set for the party size and vehicle confirmed. Additional guests can join only if we confirm it in writing and the vehicle allows; the price is then adjusted. A smaller party does not reduce the price of a private day, which is priced per vehicle.
4. Prices and payment
4.1 Prices. Prices are in Japanese yen. Unless your booking documents say otherwise, they are per vehicle or per party, not per person. There is no child rate and no student rate. Your booking documents state whether consumption tax is included.
4.2 Price once confirmed. Once your booking is confirmed, its price will not change, except for changes you ask for, or a change in government taxes or charges that apply to your booking.
4.3 Card payments. Where you pay by card, a card processing fee may apply. It is always shown to you before you pay. Bank charges and currency conversion costs on a transfer are paid by you, so that we receive the full amount invoiced.
4.4 One-Day Escape. Payment in full when you book.
4.5 Proposal fee (Private Journey). After our first conversation, we prepare your personal proposal once we have received a proposal fee of ¥30,000. The fee covers the research and design of your proposal. If you go ahead, it is deducted in full from your deposit. If you do not go ahead, it is not refunded.
4.6 Private Journey payments. As set out in your booking documents. Unless they say otherwise: a non-refundable deposit of 20 % within 7 days of our confirmation, and the balance no later than 60 days before the first day of service. If you book within 60 days of the first day of service, full payment is due when you book.
4.7 Planning work. Designing a Private Journey takes time before the first day of service: research, availability checks and reservations. Where your booking documents show a planning and coordination fee, that fee is for work done and is not refunded once the itinerary has been delivered to you, whenever you cancel.
4.8 Late payment. Payment dates are an essential part of your booking. If a payment is not received when due, we may treat your booking as cancelled by you from the day after the due date, and the cancellation charges in clause 5 apply.
5. If you cancel or change your booking
5.1 How to cancel. By e-mail to [email protected], from the person who made the booking. A cancellation takes effect when we receive it. Times are calculated in Japan time; a cancellation received after 18:00 Japan time is treated as received at 09:00 the next day.
5.2 Haven One-Day Escape
| When we receive your cancellation | Charge |
|---|---|
| 7 days or more before the tour | No charge |
| 4 to 6 days before | 30 % of the price |
| 1 to 3 days before | 50 % of the price |
| Less than 24 hours before, or no-show | 100 % of the price |
5.3 Haven Private Journey
| When we receive your cancellation | Charge |
|---|---|
| 91 days or more before the first day of service | Deposit only |
| 61 to 90 days before | 50 % |
| 60 days or less before | 100 % |
The charge is calculated on the price of the days or services cancelled, or is the deposit, whichever is greater. The proposal fee (clause 4.5) and the planning fee (clause 4.7) are not refunded.
5.4 Why these charges. From the moment a date is confirmed, we hold a guide, a driver and a vehicle for you, decline other work for that date, and pay or commit supplier deposits. The charges above reflect those costs, and apply even if we are later able to use the date for someone else. On request, we will explain how a charge was calculated.
5.5 Partial cancellation. Cancelling some days or some members of the party is a cancellation of those days or services, charged under clause 5.2 or 5.3. The price for those still travelling may be recalculated.
5.6 Once your tour or journey has started. No refund or credit is given for any part you choose not to use, including days, guiding, experiences or reservations you decide to skip, arriving late, leaving early, or declining part of a day, whatever the reason, including illness. This does not affect clause 9.1 if a service is not provided through our fault. Your travel insurance may cover you for curtailment.
5.7 No-show and late arrival. Please be ready at the agreed pick-up time and place. If no member of your party is there and we cannot reach you, we wait 30 minutes, then the tour is treated as a no-show and charged in full. If you are late, the tour runs from your arrival and ends at the scheduled time; time lost is not added at the end or refunded, whatever the cause, including flights, trains or traffic on your side.
5.8 Changes you ask for. Please ask in writing. We will do our best but cannot guarantee a change. A change may carry: any charge made by a supplier; an amendment fee of ¥5,000 per person; and, for re-planning a Private Journey, our planning time at the hourly rate stated in your booking documents, agreed with you in advance. A change of date, or a change made within 14 days of the service, may be treated as a cancellation and new booking; we will tell you before you decide.
5.9 Reservations made for you. If you cancel, change or do not attend a reservation we made on your behalf, the supplier's charge for it is passed to you at cost, in addition to any charge under this clause.
6. Weather, nature and the seasons
6.1 Our tours run in all weather. Japan is beautiful in every season and in every weather, and a day in the rain or mist has its own atmosphere. Our tours run rain or shine, in heat and in cold. Rain, cloud, wind, heat or cold are not a reason to cancel or to receive a refund, and the cancellation charges in clause 5 apply if you choose not to travel because of the weather.
6.2 Views and seasons are nature's gift, not ours. Mount Fuji is often hidden by cloud, sometimes for days. Cherry blossom and autumn colours arrive on their own calendar. Snow, wildlife and crowds cannot be predicted. We plan around the best chances, but we cannot guarantee a view, a bloom or a season, and their absence is not a failure of the service.
6.3 We adapt the day. In difficult weather, your guide will adjust the order, the places and the pace of the day so that it remains a good day: more time indoors, a museum, a craft, a long lunch, an onsen.
6.4 When it is not safe. Your safety comes first, and the decision on safety is ours. Where a typhoon, a heavy rain, snow, storm or heat warning (警報) or emergency warning (特別警報) issued by the Japan Meteorological Agency for the area, the closure of roads or railways, or comparable conditions make the day unsafe or impossible, we may change or cancel it. Where possible we decide by 18:00 Japan time the day before and tell you at once.
6.5 If we cancel for safety. You choose: a new date, if we have one available, or a full refund of the affected day. For a Private Journey, we will first propose an alternative day or activity; where none is possible, the affected day is refunded, less any supplier charges we cannot recover.
6.6 If you would like to move a day because of the forecast. Please ask; we will move it if we have availability, without an amendment fee. If no date suits, clause 5 applies.
7. Changes on the day, and changes by us
7.1 Your guide, driver and vehicle. We assign the guide, driver and vehicle for your booking. We may replace any of them with one of a comparable standard, before or during your booking, including when a guide is unwell. A change of guide, driver or vehicle is not a significant change and does not give a right to cancel or to compensation.
7.2 What a guide is. Our guides are experienced, English-speaking private guides who know the regions we travel in. A specific named guide, or a guide with a particular qualification or specialism (for example a nationally licensed guide-interpreter, or a specialist in architecture, art history or tea), is included only if it is stated in writing in your booking documents. If a specialism matters to you, please ask before you book, so that we can confirm it or tell you honestly that we cannot.
7.3 Itineraries are a plan, not a timetable. Travel times are estimates. Traffic (including on weekends and Japanese public holidays), weather, closures, crowds, safety and the pace you choose may change the order, timing and length of stops, and may mean that a stop is shortened or replaced. This is a normal part of travel in Japan and is not a failure of the service.
7.4 Closures and site rules. Temples, shrines, museums, gardens, shops and restaurants may close, restrict entry or change their hours without notice, including for private ceremonies, holidays and maintenance. Where a place is closed, we will propose an alternative; no refund is due.
7.5 Onsen, tattoos and dress codes. Many onsen, temples and restaurants apply their own rules, for example on tattoos, dress or photography. Admission is decided by the facility, not by us. Where it matters, tell us before your booking and we will suggest a place that suits, such as a private onsen.
7.6 Length of the day. The day runs for the hours confirmed to you. Extra time is possible only if your guide is available and you agree it in advance, at the hourly rate we confirm before it starts.
7.7 Significant changes and cancellation by us before you travel. If we must make a significant change to your booking, or cancel it, for reasons other than those in clause 6 or clause 12, we will tell you as soon as possible and offer you the choice of the changed arrangements, a comparable alternative, or a full refund of the affected services. If we cannot provide a guided day at all, for example because no comparable guide is available, that day is refunded in full.
8. If something is not right: tell us on the day
8.1 During your tour or journey. If anything is not as it should be, please tell your guide, or contact us directly by WhatsApp or telephone on +81 80 2393 7509, at the time, so that we can put it right while you are with us. Most problems can be resolved the same day.
8.2 Afterwards. Please also write to [email protected], ideally within 28 days of the end of your booking. We acknowledge every written complaint within 7 days and give our answer within 30 days.
8.3 Why it matters. If a problem is not reported while we could still fix it, any compensation may be reduced, because we lost the opportunity to put it right.
8.4 Contact us first. If you are unhappy with a charge, please contact us before contacting your card issuer, so that we can resolve it with you directly. If a payment dispute is opened, we will provide the card issuer with our booking documents, these terms, our correspondence and our records of the service (clause 14.4).
9. Price reductions and compensation
9.1 When it applies. If a part of your booking is not provided as agreed through our fault, you are entitled to an appropriate price reduction for the part and period affected, or a refund of that part if it is not provided at all. Where possible, we will first offer to put it right in kind, for example an alternative guide, activity or reservation.
9.2 How it is settled. Any refund, reduction or gesture we offer is made in writing, states its amount, and is offered without admission of liability. Once you accept it, it settles in full the matter it refers to.
9.3 Accident, injury and loss. Participation in our tours and journeys involves the ordinary risks of travel, walking, driving and outdoor activity, which you accept when you book. HavenJapan is not liable for any accident, injury, illness, death, loss, damage, delay or expense suffered by you or any member of your party in connection with a tour or journey, except as set out in clause 9.5.
9.4 Limit. To the extent permitted by law, our total liability to you for any loss, however caused, is limited to the price you paid for the service affected. We are not liable for indirect loss, such as loss of business, profit, enjoyment of other arrangements, or travel plans arranged separately from us.
9.5 Wilful misconduct and gross negligence. Clauses 9.3 and 9.4 do not apply to loss caused by the wilful misconduct or gross negligence of HavenJapan or its staff. In every other case, they apply in full.
9.6 Insurance first. Where a loss is covered by your travel insurance, please claim it from your insurer first. We will provide any document your insurer needs.
10. Your health, safety and conduct
10.1 Health and fitness. Please tell us in writing before you book of any medical condition, disability, reduced mobility, pregnancy or allergy that may affect your booking, and of any change afterwards. Our days often involve walking, stairs, uneven ground and summer heat. We will advise you honestly on suitability and may ask for a doctor's confirmation. A condition not disclosed may mean that an activity cannot be offered on the day, without refund. We cannot provide medical care.
10.2 If you fall ill. Your guide will help you reach medical care. The cost of treatment, and of any change to your plans, is yours or your insurer's.
10.3 Food and allergies. We pass dietary needs to restaurants and suppliers, but we cannot guarantee an allergen-free meal or kitchen.
10.4 Travel insurance is required. Every traveller must hold travel insurance covering medical treatment, repatriation and evacuation. We strongly recommend cover for cancellation, curtailment, delay and personal belongings. We may ask for your insurer's name and policy number before your booking starts.
10.5 Passports and entry. You are responsible for valid passports, visas and entry requirements for Japan, and for carrying your passport as Japanese law requires.
10.6 Your guide's safety instructions. Please follow your guide's and driver's instructions on safety, including at stations, roads, mountain paths and onsen.
10.7 Children. Children travel with and under the responsibility of a parent or adult in the party at all times. Please tell us the age of each child when you book, so that the correct child seats are fitted.
10.8 Conduct. We may refuse to continue, or end, a tour or journey in whole or in part, without refund, if a member of the party: behaves in a way that is unsafe or illegal; is intoxicated to a degree that affects safety or others; is abusive, threatening or harassing towards our guides, drivers or staff (including customer harassment as described in the Tokyo Customer Harassment Prevention Ordinance) or towards others; makes repeated demands far beyond the services booked; seriously disrupts the experience of others; or in comparable cases, on reasonable grounds.
10.9 Free time. Activities you choose to do on your own, outside the guided hours or away from your guide, are not part of our service.
11. Our vehicles, and driving and riding days
11.1 In the vehicle. Seatbelts are worn by everyone, at all times, as Japanese law requires. No smoking, including e-cigarettes. Please keep food and drink to what your driver agrees.
11.2 Luggage. One suitcase (up to 160 cm in combined dimensions) and one carry-on per person, unless your booking documents say otherwise. Additional luggage may require a larger vehicle or luggage forwarding at your cost.
11.3 Damage and cleaning. Damage to our vehicle caused deliberately or by serious carelessness, and exceptional cleaning (for example after spills, smoking or sickness from alcohol), are charged at cost.
11.4 Items left behind. We will try to return anything left in the vehicle; postage or delivery is at your cost.
11.5 JDM and sports-car days. On these days our guide drives at all times. Guests do not drive.
11.6 Motorcycle days. On a guided motorcycle day you ride a motorcycle you rent from our rental partner, under that partner's rental terms, insurance and excess, which you agree with them directly. You must hold a valid motorcycle licence recognised in Japan (for most visitors, an international driving permit under the 1949 Geneva Convention with the licence of your home country), must not ride after drinking any alcohol, and must follow your guide's instructions. Your guide may stop the ride or change the route for safety; such a decision is final and gives no right to a refund.
12. Events outside anyone's control
We are not liable, and no compensation is due, where a service is prevented or affected by events that neither we nor the supplier could foresee or avoid with all due care: earthquakes, tsunamis, volcanic activity, typhoons and severe weather (clause 6), fire, epidemics and public-health measures, war, terrorism, unrest, strikes, accidents or suspensions on public transport, closures of roads, sites or airports, or orders of the authorities. We will help you to make other arrangements, and refund any part of your booking we do not provide, less supplier charges we cannot recover. This clause does not apply where the loss was caused by our own fault.
13. Your belongings, photographs and data
13.1 Belongings. Please keep valuables with you. We are not responsible for loss of or damage to personal belongings, unless caused by our fault.
13.2 Your photographs. Photographs your guide takes of you, with your camera or ours, are yours to keep and share.
13.3 Our photographs. We may take photographs during a tour for our own promotional use. If you prefer not to appear in any promotional material, tell us at booking or at any time, and we will not use images in which you can be identified. Images of children are used only with a parent's consent.
13.4 Drones and commercial filming. Drones are not flown during our tours, and commercial filming requires our agreement and the site's permission in advance.
13.5 Your personal data. We use your personal data to provide your booking, as described in our Privacy Policy. To do so we share it with the suppliers you book through us and with our service providers, including Stripe (card payments), Wise (bank transfers) and Google (e-mail and documents), some of whom are located outside Japan.
14. Law, disputes and these terms
14.1 Governing law. These terms, your booking and any dispute or claim arising from them, contractual or not, are governed exclusively by the laws of Japan.
14.2 Resolving a disagreement. If a disagreement arises, you agree to raise it with us in writing first, as set out in clause 8, and to allow 30 days to resolve it together before taking any other step.
14.3 Courts. The Tokyo District Court in Japan has exclusive jurisdiction, as the court of first instance, over any dispute arising from these terms or your booking, and you agree to submit to it.
14.4 Payment disputes. You agree that a disagreement about a service is resolved under this clause 14 and clause 8, and not by a card dispute or chargeback opened before contacting us. If one is opened, we will contest it with our booking documents, your acceptance of these terms, our correspondence and our records of the service.
14.5 Language. These terms are written in English. If they are translated, the English version prevails.
14.6 The whole agreement. These terms and your booking documents are the whole agreement between us about your booking. Nothing said or written by anyone else changes them unless we confirm it in writing.
14.7 Changes to these terms. We may update these terms. We will publish the new text and the date it takes effect at least 14 days in advance. A booking already confirmed keeps the version in force when it was made, unless a change is in your favour.
14.8 Severability. If any part of these terms is found invalid or unenforceable, the rest remains in force, and that part is applied to the greatest extent the law allows rather than set aside.
14.9 No waiver. If we do not enforce a term on one occasion, we may still enforce it later.
PART B — USE OF THIS WEBSITE
B1. The website. This website gives information about HavenJapan and lets you contact us and book. We try to keep it accurate and available, but we do not guarantee that it is free of errors or always online.
B2. Content. Text, photographs, video, logos and design on this website belong to HavenJapan or our licensors. You may view and share pages for personal use. You may not copy, reproduce or use them commercially without our written permission.
B3. Use. You agree not to misuse the website: no unlawful use, no attempt to interfere with its operation or security, and no automated collection of its content or of personal data.
B4. Links. Links to other websites are provided for convenience. We are not responsible for their content or practices.
B5. Liability for the website. To the extent permitted by law, and subject to clause 9.5, we are not liable for any loss arising from use of the website itself.
B6. Privacy and cookies. See our Privacy Policy at https://havenjapan.com/privacy-policy/.
Contact · HavenJapan K.K. · 5-9-15 Kamiuma, Setagaya-ku, Tokyo 154-0011 · [email protected] · +81 80 2393 7509