About modification/cancellation/refund
About reservation, modification and cancellation, we accept reservations with the condition that you have read and agree on "Terms and Conditions of Customized Tour agreement section". Thank you for your understanding.
About service, suspension
Due to the occurrence of accident, traffic jam or weather conditions, arrival to destination could be significantly delayed.
In that case of bus delay, please note that there will be no refund or compensation of transportation and length of stay. Thank you for your understanding.
Moreover, depending on traffic suspension due to irregular weather conditions such typhoon, heavy snow, etc., there could be a chance of a significant delay, return to the departure location, service suspension.
In that case, except the delay to the destination, fare will be refunded.
Moreover, about the occurrence of traffic suspension on express way after the service started, please check "How we handle traffic suspension".
About change of reservation
About change of "agenda" and "bus"
Modification to the agenda and reserved bus will not be accepted.
If you wish for modification, you may need to cancel your reservation once and then, reserve the agenda and bus of the modification once again.
When you made a mistake of reserving the wrong date and request to change it directly at VIP Lounge, after business hours (after 5pm) of VIP LINER Support Center, your cancellation will be handled the next business day.
About change of boarding and getting off points
Please let customer who wishes to change From or To know by chat in Business Hours of VIP LINER support center beforehand by all means.
We do not accept any modification request via e-mail.
Registered members can modify reservation on reservation confirmation page through membership page.
Customer of nonmember is available for change from "nonmember reservation information's confirmation" page listed in reservation reconfirmation email.
Night Bus, Day type are available for change together until 30 minutes before the departure time.
When Boarding/arrival location is the same in the group (the plural number of people reservations), change in member page is possible.
When even one is different, Boarding/arrival location change in member page or "nonmember reservation information's confirmation" page is not possible.
All changes except the cases above
About change except the above, please let know by chat in Business Hours of VIP LINER support center.
We do not accept any modification request via e-mail.
- Cases received after the business hours of VIP LINER Support Center will be handled the next business day.
- Sudden changes on the day of departure may not accepted.
- Registered members can only change the contact information of reservation on "membership page".
About cancellation of reservation
Registered members can cancel the reservation on membership page.
Please be noted that reservations before registration cannot be cancelled from member page.
For non-member customers, please read "About cancellation" in 'reservation completed' e-mail and cancel the reservation.
Cancellation of reservation accepts even chat. To VIP LINER support center, please.
We do not accept cancellation from email, inquiry form at all.
About cancellation fee
Customer is expected to pay cancellation fee (for one) to set next anytime and can cancel trip contract if before trip start.
※When it is past the departure time or no contact at all, the cancellation fee will be 100%.
[Night Bus]
![Cancellation day and cancellation method [in the case of Night Bus]](img/cancel_eng.png)
Day Bus
![Cancellation day and cancellation method [Day Bus]](img/cancel_day_eng.png)
[In example of boarding on 1st May]
| Cancel before April 23 | Free of charge |
| Cancel between April 24 to April 29 | 30% |
| Cancel on April 30 | 40% |
Cancellation before payment
Reservation will be cancelled if payment cannot be confirmed within payment period.
If payment cannot be confirmed due to the bank on holiday, we may give you a call for confirmation.
Please let us know the phone number that we can contact.
Reservation will be cancelled when we could not get a hold of you to confirm your boarding.
Moreover, there will be no refund if you could not show up on time on the day of departure even if we got a hold of your intention to board.
Repeated cancellation
For customer that cancellation is repeated only by reservation, I consider these acts to be unjust, and membership cancels and declines reservation.
Clarification of boarding day (Night Bus)
The boarding is one day prior to the arrival day.
- Boarding day of after 24:00 departures is also counted as the day before arrival, please be cautious.
About refunds
For credit card purchases
Depending on the period of the reservation day and the modification/cancellation day, full refund or a refund of the fee after subtracting the cancellation fee, according to the cancellation policy, will be refunded if you have completed the payment.
For credit card payment, withdrawal time may vary according to different credit card companies.
Furthermore, full amount of the price will be deducted once if you cancelled after the usage deadline of credit card, and will be refunded through the credit card company in the next month or the month after next.
In the case of the bar code settlement, the ID settlement
- au PAY
We are reflected in the use balance of au PAY.
For more details, look at au PAY site.
- PayPay
It becomes refund to PayPay account (the balance) of the use.
Please confirm [business history] of PayPay.
- Rakuten pay
It becomes refund via Rakuten pay.
For more details, look at Rakuten pay site.
Rakuten point in the case of the use
It becomes return at Rakuten point for the use.
By cash and credit card cannot refund.
After giving priority to Rakuten pay charge in the case of the use at Rakuten point, and having refunded a part of the payment, it is return with point with for remainder.
In addition, please note that you cannot return when you lapse by sharpness at the time of refund on expiration date of Rakuten point.
For Paidy payment
When there is a refund, there will be a change to available amount in Paidy.
If you continue to use Paidy, refund will be automatically added to the available amount of Paidy the next month and after.
If you stop using paidy for 3 months straight, your payment will be refunded after a contact from paidy.
When you wish to refund regardless of period of use, sorry for your inconvenience, but please contact Paidy customer support.
When it is paid in convenience store, Pay-easy (page)
It becomes refund, Lawson to bank account to appoint of customer or receipt in Seven Bank ATM by the cash post.
- Please note that refund fee will be charged for refund. Please confirm the details during modification cancellation.
