At Tokyo Taxi, we are committed to delivering a smooth and dependable taxi service across Tokyo and beyond. This refund and cancellation policy sets out the terms under which refunds or adjustments may be provided. Please read it thoroughly before making a booking.
1. General Principles
- All bookings are confirmed only after explicit confirmation by a Tokyo Taxi operator.
- Quoted prices are final at the time of booking and include standard charges, unless otherwise specified.
- For certain long‑distance trips or special services, prepayment may be required (the operator will notify you during booking confirmation).
- Refunds are granted only under the specific conditions outlined in this policy.
2. Cancellation and Refund Conditions
A. Full Refund (100 % of fare)
A full refund is available if you cancel:
- At least 48 hours before the scheduled pickup time.
- Due to a flight cancellation or a significant delay of more than 3 hours (subject to verification of flight status).
Please note: any bank or payment provider fees associated with the refund are the customer’s responsibility.
B. Partial Refund (50 % of fare)
You will receive a 50 % refund if you cancel:
- Between 24 and 48 hours prior to the scheduled pickup.
C. No Refund
No refund will be issued in the following cases:
- Cancellation less than 24 hours before the pickup time.
- No‑show (failure to appear at the designated pickup point without prior notice).
- Change of mind or personal scheduling conflicts.
- Minor flight delays of less than 3 hours that do not affect the originally agreed pickup window.
3. Service Disruptions and Issues
If the ride cannot be provided due to:
- Vehicle failure: We will arrange an immediate replacement at no additional cost. If a suitable vehicle is unavailable, a full refund will be issued.
- Driver no‑show: If the driver does not arrive within 15 minutes of the scheduled pickup time, please contact our support team via email (info@tokyo.taxi) or WhatsApp. We will either dispatch another vehicle or provide a full refund.
- Incorrect route or overcharging: Report the issue within 24 hours of the ride completion. Our team will investigate; if the claim is validated, we will issue a refund or credit accordingly.
4. Special Circumstances
Refunds may be considered on a case‑by‑case basis for:
- Medical emergencies (documentation required).
- Natural disasters or government‑imposed travel restrictions.
- Severe weather conditions that make the service unsafe (e.g., typhoons, heavy snowfall, major flooding).
5. How to Request a Refund
To request a refund, send an email to info@tokyo.taxi with the following information:
- Your full name.
- Date and time of the scheduled ride.
- Reason for the refund request.
- Supporting documentation (e.g., proof of flight delay, medical certificate, official travel restriction notice).
Our team will review your request within 3 business days and notify you of the decision.
6. Refund Processing
- Approved refunds will be returned to the original payment method.
- Processing time is typically 5–10 business days, depending on your bank or payment provider.
7. Exclusions
The following are not eligible for refunds:
- Complaints submitted more than 48 hours after the ride.
- Subjective feedback or personal preferences (e.g., “driver was too quiet”, “car smelled normal”).
- Delays caused by traffic congestion, roadworks, or passenger‑related factors (e.g., arriving late at the pickup point).
8. Changes to This Policy
We reserve the right to update this policy from time to time. The most current version will always be available on our website. Continued use of Tokyo.Taxi services constitutes acceptance of any updated terms.
9. Contact Us
For any questions or assistance, please contact us:
- Email: info@tokyo.taxi
- Phone: +818090210039
Last updated: August 2026