Cancellation Policy

1. Cancellation by Customer

We understand that plans can change. If you need to cancel your reservation, please notify us as soon as possible. Refunds are processed based on when we receive your cancellation request:

7 or More Days Before Reservation Date

You are eligible for a full refund of the service fee, minus a ¥500 processing fee. The refund will be processed within 5-10 business days to your original payment method.

3 to 6 Days Before Reservation Date

You are eligible for a 50% refund of the service fee. This partial refund accounts for the work already completed to secure your reservation.

Within 48 Hours of Reservation

Unfortunately, cancellations within 48 hours of your reservation are not eligible for a refund. At this point, the restaurant has prepared for your visit and we have fulfilled our service.

2. No-Shows

No-shows are not eligible for any refund. Additionally:

• Some restaurants may charge a cancellation fee directly to you
• Repeated no-shows may result in suspension of your ability to use our service
• No-shows negatively impact our relationship with restaurants and affect other customers

3. How to Cancel

To cancel your reservation, please contact us immediately through one of the following methods:

• Reply to your confirmation email
• Use our Contact Form
• Email us at [email protected]

Please include your reservation confirmation number and the reason for cancellation. We will confirm receipt of your cancellation request and process any applicable refund.

4. Modifications

If you need to modify your reservation (change date, time, or party size), please contact us as soon as possible. We will do our best to accommodate changes, but modifications are subject to restaurant availability.

Minor modifications (such as small changes to party size) are typically free if the restaurant can accommodate them. Significant changes may require a new reservation request.

5. Cancellation by Restaurant

In rare cases, a restaurant may cancel a confirmed reservation due to unforeseen circumstances (emergency closure, private event, etc.). If this occurs:

• We will notify you immediately
• We will offer to find an alternative restaurant or reschedule
• If no suitable alternative is found, you will receive a full refund

6. Cancellation by BookJapan

We reserve the right to cancel reservations in cases of suspected fraud, violation of our Terms of Service, or other exceptional circumstances. In such cases, refund eligibility will be determined on a case-by-case basis.

7. Special Circumstances

We understand that emergencies happen. If you need to cancel due to:

• Medical emergency (with documentation)
• Flight cancellation or major travel disruption (with documentation)
• Natural disaster or government travel restrictions

Please contact us immediately. We will review your situation and may offer exceptions to our standard policy on a case-by-case basis.

8. Refund Processing

Approved refunds are processed within 5-10 business days. The refund will be credited to the original payment method used. Please note that your bank or credit card company may take additional time to reflect the refund in your account.

9. Contact Us

If you have any questions about our Cancellation Policy or need to cancel a reservation, please contact us at [email protected] or through our Contact Form.