Refund and Cancellation Policy
When Tickets Japan refunds a booking request, how the USD 2 processing fee works, the deadline for changes and cancellations, what happens once a venue ticket is secured, and how to ask for a refund.
In short: every paid ticket price includes a USD 2 processing fee that we keep once your request is accepted. If we cannot get a ticket you asked for, we refund what you paid for it, including any taxes, minus that fee and any costs Stripe charges us. You can change or cancel a request until the 7th of the month before your visit month. Once a venue ticket is secured it is the venue's ticket, and venue tickets are non-refundable and non-transferable. Nothing in this policy limits rights that your consumer law does not allow us to exclude.
1. The USD 2 processing fee
Every paid ticket price on tickets-japan.com includes a USD 2 processing fee. Children aged 3 and under need no ticket and pay no fee. The fee covers queuing at release and handling your request, work we do whether or not a ticket comes through. Once a request is accepted the fee is not refunded, including when you cancel by the deadline or we cannot secure a ticket.
2. If we cannot fulfil your request
A request is not fulfilled when, on release day, we have tried every open day and entry time in your range and could not secure a ticket for any of them.
In that case we refund what you paid, including any taxes, minus the USD 2 fee per ticket and minus any costs charged to us by Stripe, our payment processor. Stripe charges a fixed amount plus a percentage on each transaction and does not return it when the payment is refunded. The exact amount is shown on your refund confirmation.
Worked example. One adult ticket costs USD 25 before taxes. If we cannot secure it, we refund USD 23 plus any taxes you paid, minus Stripe's costs on the payment. Two adults and one child aged eight cost USD 25 plus USD 25 plus USD 20, so USD 70 before taxes. If we cannot secure any of those tickets, we refund USD 64 plus any taxes you paid, minus Stripe's costs on the payment.
If we can secure tickets for only some of the visitors on your request, we confirm the tickets we secured and refund the visitors we could not book, minus the USD 2 fee for each unbooked ticket and Stripe's costs. Two adults requested and one secured: we confirm one adult ticket and refund USD 23 plus any taxes paid for the unbooked ticket, minus Stripe's costs.
Stripe's costs are the fees Stripe charged us on your payment. On a partial refund we deduct the share of those fees that relates to the amount refunded. The refund confirmation shows the deduction.
3. When the money arrives
For tickets we cannot secure, we issue the refund within 10 business days of release day. For a request you cancel by the deadline, within 10 business days of receiving your cancellation. If the venue later refunds a ticket, we pass the money on within 10 business days of receiving it. Refunds go 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
You can cancel a request until the end of the 7th of the month before your visit month, Japan time. For a visit on 21 November, the deadline is 7 October. Email support@tickets-japan.com with your request reference and we refund what you paid minus the USD 2 fee per ticket.
After the 7th we are preparing to queue 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.
6. Changing a date or entry time
Until the end of the 7th of the month before your visit month, Japan time, you can change the dates and entry times on your request free of charge. Email support@tickets-japan.com with your request reference and the new days and entry times. The new dates must still meet the request deadline for their visit month, which is the 8th of the month before.
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.
8. Chargebacks
If something has gone wrong, email us first. We reply to refund requests within 3 business days. 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 3 business days. If your request is covered by this policy, we do not need anything else from you to process it.