Refund and Cancellation Policy

In short: every ticket price includes a USD 2 processing fee that we keep in every case. If we cannot get any of the dates and entry times you asked for, we refund the rest of what you paid, minus any costs the payment processor charges us. Once a venue ticket is secured it is the venue's ticket, and venue tickets are non-refundable and non-transferable.

1. The USD 2 processing fee

Every price on tickets-japan.com includes a USD 2 processing fee per ticket. It covers queuing at release and handling your request, work we do whether or not a ticket comes through. The fee is never refunded.

2. If we cannot fulfil your request

A request is not fulfilled when, on release day, we have tried every date and entry time on your list and could not secure a ticket for any of them.

In that case we refund the price you paid minus the USD 2 fee per ticket and minus any costs charged to us by [Payment processor]. Payment processors usually charge a fixed amount plus a percentage on each transaction and do not return it when the payment is refunded. The exact amount depends on [Payment processor] and is shown on your refund confirmation.

Worked example. One adult ticket at USD 25: we refund USD 23, minus the processor's costs on that transaction. Two adults and one child aged eight, USD 25 plus USD 25 plus USD 20, so USD 70 paid: we refund USD 64, minus the processor's costs.

If we can secure tickets for only some of the visitors in your request, we contact you before confirming anything. [Partial fulfilment policy to be confirmed]

3. When the money arrives

We issue refunds within [X business days] of release day, to the payment method you used. Your bank may take a few more days to show it. Refunds are made in US dollars, so if your card was charged in another currency the amount you get back can differ slightly because of exchange-rate movements. We do not cover that difference.

4. Cancelling before release day

[Policy to be confirmed. Proposed: full refund minus the USD 2 fee per ticket.] Email support@tickets-japan.com before the venue's release time, which is shown on the venue page and in your request confirmation. Once release begins we are already queuing for you and the request can no longer be cancelled.

5. Cancelling after a ticket is secured

Venue tickets are dated, timed, non-refundable and non-transferable under the venue's rules. Once we have secured your ticket we have paid the venue for it and cannot get that money back, so no refund is available. [To be confirmed]

6. Changing a date or entry time

Before release day you can change the dates and entry times on your request free of charge. Email support@tickets-japan.com at least 24 hours before the release time. [To be confirmed]

After a ticket is secured the venue does not allow changes to it. The only route to a different date or time is a new request at full price, with no guarantee of success, and the original ticket is not refunded.

7. Closures and cancellations by the venue

If the venue closes on your date or cancels your ticket for reasons on its side, such as weather, maintenance or an emergency, we pass on to you whatever refund or exchange the venue offers and help you send a new request if you want one. The USD 2 fee is not refunded. [To be confirmed]

8. Chargebacks

If something has gone wrong, email us first. We answer every refund request and most problems are resolved within a few messages. If you dispute a charge with your bank for a booking we fulfilled, or for an amount this policy says is not refundable, we will give your bank the booking record and may decline future requests from you.

9. How to request a refund

Email support@tickets-japan.com from the address you used with us and include:

• your request reference
• the name on the request
• what you are asking for and why

We reply within [X business days]. If your request is covered by this policy, we do not need anything else from you to process it.