Reservation Changes and Cancellations

Article 1 (Reservation Confirmation)
A reservation is considered confirmed when LUKES or the experience provider sends a reservation confirmation email to the customer.

Submitting a reservation request does not automatically constitute a confirmed booking.

Once a reservation is confirmed, the terms and conditions of this Changes and Cancellation Policy will apply.

Customers are responsible for reviewing the details provided in their reservation confirmation email.

 

Article 2 (Reservation Changes and Cancellation Procedures)
All requests to change or cancel a reservation must be submitted by email.

Customers requesting a change or cancellation must contact LUKES by email and provide their name, reservation number, scheduled experience date, reservation details, and reason for the request.

The effective date and time of a cancellation will generally be determined by when the cancellation email is received at the email address designated by LUKES, based on Japan Standard Time (JST).

Requests received outside business hours or on non-business days will be processed on the next business day. However, cancellation fees will be calculated based on the date and time the email was received.

LUKES will send a confirmation email after receiving a change or cancellation request. If customers do not receive a confirmation email, they are requested to contact LUKES again.

Customers who need to change or cancel a reservation shortly before or on the scheduled experience date must notify LUKES by email as soon as possible.

 

Article 3 (Changes to Reservations)
Customers wishing to change the number of participants, experience date, starting time, or other reservation details must contact LUKES in advance.

Changes are subject to availability and the acceptance of the experience provider. Requested changes cannot always be guaranteed.

If a change in the number of participants or other reservation details results in a price adjustment, the revised amount must be paid on-site.

Certain changes, including changes to the experience date or program, may require cancellation of the original reservation and submission of a new reservation.

In such cases, cancellation fees may apply to the original reservation in accordance with Article 5. Customers will be informed in advance if cancellation fees apply.

Reservation changes are considered confirmed only after approval by LUKES or the experience provider.

 

Article 4 (Payment Methods)
All experience fees must be paid on-site on the scheduled experience date.

LUKES does not process online credit card payments at the time of reservation.

Accepted payment methods may vary depending on the experience provider. Customers should refer to their reservation confirmation email or the relevant experience information for details.

Although no advance payment is required when making a reservation, customers may still be responsible for cancellation fees under this policy once their reservation has been confirmed.

 

Article 5 (Cancellation Policy)
The following cancellation policy applies when customers cancel an experience reservation for personal reasons.

 

1. Cancellation Fees
No cancellation fee will be charged if either of the following conditions is met:

The reservation is cancelled within 24 hours of confirmation.

The reservation is cancelled at least 3 days before the scheduled experience date.

If neither condition is met, a cancellation fee equal to 100% of the experience fee will apply.

Cancellation Conditions    Cancellation Fee
Within 24 hours of reservation confirmation    Free of charge
At least 3 days before the scheduled experience date    Free of charge
All other cancellations    100% of the experience fee
 

2. Calculation of Cancellation Deadlines
"Within 24 hours of reservation confirmation" means within 24 hours from the date and time the reservation confirmation email is sent.

"At least 3 days before the scheduled experience date" means no later than 11:59 PM Japan Standard Time (JST), three calendar days before the scheduled experience date.

Cancellations made within 24 hours of reservation confirmation will be free of charge, regardless of how close the cancellation is to the scheduled experience date.

Cancellation fees will be calculated based on the total fee for the reserved experience.

For reservations involving multiple participants, cancellation fees for individual participants will generally be calculated based on the fees applicable to those participants. However, if a change in the number of participants affects the overall pricing structure, the revised amount will be communicated separately.

 

Article 6 (Payment of Cancellation Fees)
If a cancellation fee applies due to a cancellation initiated by the customer, LUKES will invoice the customer directly.

LUKES will notify the customer by email of the cancellation fee amount, accepted payment methods, and payment deadline.

Customers must pay the cancellation fee using the payment method designated by LUKES within the specified deadline.

If any bank transfer fees or other transaction charges apply, customers will be informed in advance.

Although experience fees are paid on-site, cancellation fees may still apply after a reservation has been confirmed, in accordance with Article 5.

In cases of no-show without prior notice, LUKES may also invoice the customer directly for any applicable cancellation fees under this policy.

 

Article 7 (No-Shows and Late Arrivals)
Customers who fail to arrive at the scheduled date and time without prior notice will be considered no-shows.

Cancellation fees for no-shows will be charged in accordance with Article 5.

Customers who expect to arrive late must notify LUKES as soon as possible.

Late arrival may result in the customer being unable to participate in all or part of the scheduled experience. Any applicable fees or charges will be determined based on the reservation details, the extent to which the service has been provided, and this policy.

 

Article 8 (Extenuating Circumstances and Cancellation Fee Waivers)
Even when cancellation fees would normally apply, LUKES may waive such fees in exceptional circumstances if the reason for cancellation is determined to qualify as an extenuating circumstance.

Extenuating Circumstances
Natural Disasters and Severe Weather

Earthquakes, typhoons, floods, or other natural disasters or severe weather conditions at the departure location or experience destination that make safe travel or operation of the experience impracticable.

Government-Issued Evacuation Advisories or Travel Restrictions

Emergency evacuation advisories or travel bans issued by domestic or foreign government authorities after the reservation has been confirmed, making participation in the experience impracticable.

Public Health Emergencies

Declarations of a state of emergency by domestic or foreign public authorities or recognized international health organizations that significantly affect participation in or operation of the experience.

Serious Damage or Facility Malfunctions

Significant damage or unexpected equipment failures at the experience facility that prevent the safe acceptance of customers.

Government-Imposed Legal Obligations

Legal obligations imposed by government authorities after reservation confirmation, such as mandatory jury or lay judge service, that prevent the customer from participating in the experience.

Whether a situation qualifies as an extenuating circumstance will be assessed on a case-by-case basis, taking into consideration the circumstances, reservation details, and the experience provider's assessment.

LUKES may request supporting documents to verify the circumstances.

Where applicable law prohibits the collection of a cancellation fee, such law will prevail regardless of LUKES' determination.

 

Article 9 (Cancellations by LUKES or Experience Providers)
An experience may be cancelled or modified due to severe weather, natural disasters, transportation disruptions, facility malfunctions, circumstances involving the experience provider, or other unavoidable events.

If LUKES or the experience provider decides to cancel an experience, customers will be notified as promptly as reasonably possible.

If a reservation is cancelled due to circumstances attributable to LUKES or the experience provider, no cancellation fee will be charged to the customer.

Where possible, LUKES may offer an alternative experience date or a substitute experience program.

Any expenses incurred by customers as a result of cancellation or modification, including transportation or accommodation costs, will be handled in accordance with the applicable contractual terms and laws.

 

Article 10 (Reservation Details and Participation Requirements)
Customers must carefully review the experience date, starting time, meeting location, number of participants, fees, and other details specified in their reservation confirmation email.

Customers who discover any errors in their reservation details must contact LUKES promptly.

Customers are responsible for allowing sufficient travel time to reach the meeting location, taking into account transportation conditions, weather, and other relevant circumstances.

Certain experiences may have specific participation requirements, including clothing, equipment, personal belongings, or safety instructions. Customers must review the information provided for each experience.

Participation may be refused where necessary for safety reasons or where participation requirements are not met. Any applicable fees will be determined in accordance with the specific circumstances and applicable laws.

 

Article 11 (Application and Amendments to This Policy)
This policy applies to all experience reservations made through the LUKES travel booking website.

Where specific booking conditions apply to an individual experience and have been clearly disclosed at the time of booking, those conditions will take precedence over this general policy, except where otherwise required by applicable law.

LUKES reserves the right to amend this policy when necessary.

For reservations already confirmed, the terms and conditions presented at the time of reservation confirmation will generally remain applicable, unless otherwise permitted by law or agreed upon by the customer.

 

Article 12 (Contact Information)
For inquiries regarding reservation changes or cancellations, please contact LUKES by email using the contact details provided in your reservation confirmation email.

 

LUKES Inc.

If you have any questions regarding this Changes and Cancellation Policy, please feel free to contact us.