Booking & Cancellation Policy
Clear, fair terms for booking, changing and cancelling your Hokkaido Compass services. If anything is unclear, our concierge team is happy to help.
1. Booking Confirmation & Deposit
Peak season: 1 July – 31 August and 15 December – end of February. All other dates are regular season.
- A 30% deposit of the total service fee is required to confirm your booking.
- The remaining balance is due 7 days before service.
- Your reservation is secured once the deposit has been received and confirmed. Driver and company contact details are provided 3 days before service.
2. Changes & Rescheduling
We understand that travel plans can change. One complimentary reschedule is available for each booking, subject to vehicle availability on the new date.
- Regular season: free of charge when notified more than 48 hours before the service date.
- Peak season: free of charge when notified more than 15 days before the service date.
- Requests inside these windows are treated as a cancellation and rebooking, and the cancellation policy below applies.
3. Cancellation Policy
Peak season: 1 July – 31 August and 15 December – end of February. All other dates are regular season.
Regular season
| Timing | Policy |
|---|---|
| More than 7 days before service | Full refund, no fees charged |
| 7 days – 48 hours before service | 30% deposit is forfeited (or one free reschedule) |
| Less than 48 hours before service | 100% of the total fee will be charged |
Peak season (snow season & high season)
| Timing | Policy |
|---|---|
| More than 30 days before service | Full refund of all payments |
| 30–15 days before service | 30% of the total fee will be charged |
| 14–8 days before service | 50% of the total fee will be charged |
| Within 7 days (including day 7) | 100% of the total fee will be charged |
4. Flight Delays
For airport transfers, we monitor flight arrival times in real time. Normal airline delays do not incur additional waiting charges. If your flight schedule changes significantly, please inform us as soon as possible.
5. Weather & Road Conditions
Safety is always our highest priority. If severe weather, natural disasters, road closures, or government restrictions make the service impossible to operate, we will work with you to reschedule your booking, or provide an appropriate refund when rescheduling is not possible.
6. Private Charter: Service Hours & Limits
Standard service hours are 08:00–20:00 (10 hours per day), with a daily mileage limit of 300 km. Highway tolls, parking, driver accommodation and meals are included.
- Overtime: ¥4,000 per 30 minutes beyond 20:00
- Excess mileage: ¥4,000 per additional 30 km beyond the daily limit
Overtime and excess mileage charges will be confirmed in advance wherever possible and settled at the end of each service day.
7. Driver Waiting Time
- Airport Transfer: We monitor your flight and include reasonable waiting time after your actual arrival.
- Private Charter: Your itinerary begins at the agreed pickup time. If the tour exceeds the reserved duration, overtime charges apply as above.
8. Customer Responsibility
Please ensure that passenger information is accurate, pickup time and location are confirmed, and any special requests (child seats, luggage, accessibility, etc.) are communicated in advance. Additional charges may apply if the service needs to be substantially changed after confirmation.
9. Force Majeure
Neither party shall be liable for delays or cancellation caused by events beyond reasonable control, including natural disasters, earthquakes, severe weather, road closures, government restrictions, airline cancellations, or major transportation disruptions.
10. Our Promise
We know that every journey is unique. While these policies help protect both our guests and our operations, our priority is always to provide fair, flexible, and thoughtful service. If unexpected circumstances arise, we will always do our best to find the most reasonable solution together.
11. Complimentary Services
Every guest receives complimentary custom itinerary planning. We also provide free booking assistance for restaurants, hotels, and outdoor activities. The booking support service itself is free of charge; the actual dining, accommodation, and activity costs must be paid separately by the guest.