cancellations, refunds and complaints

Last updated: [30/07/2025]

This policy applies to services and digital products purchased from Koko Doko Japan.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

1. Personalised planning services

This section applies to:

  • Golden Route Plans

  • Itinerary Checks

  • Other personalised planning or consultation services

When work begins

Koko Doko Japan normally begins work shortly after we have received:

  • Full payment

  • Your completed questionnaire or submitted itinerary

  • Any further information required to provide the service

Work is considered to have begun once we start reviewing your information, researching, planning, checking your route, preparing recommendations, writing your document or carrying out another part of the purchased service.

Cancellation before work begins

You may request cancellation by emailing hellokokodoko@gmail.com.

Where we receive your request before any work has begun, we will cancel the service and provide a full refund.

Cancellation after work begins

Once work has begun, we do not offer voluntary change-of-mind refunds.

This is because our personalised services involve time, research and work carried out specifically for your trip.

Where applicable consumer law gives you a statutory right to cancel after work has begun, we may deduct a reasonable and proportionate amount for the work already completed. Only any remaining amount legally due will be refunded.

Work already completed may include:

  • Reviewing your questionnaire or submitted itinerary

  • Researching destinations and routes

  • Checking travel times and geographical flow

  • Preparing recommendations

  • Writing or formatting your plan or review

  • Preparing for or conducting an included call

Completed and delivered services

Once a personalised service has been completed and delivered, we do not provide refunds because you:

  • Changed your mind

  • Changed or cancelled your trip

  • Decided not to use the plan or recommendations

  • Changed your dates, destinations, hotels or preferences

  • Disagree with a recommendation because of personal taste

  • Found similar information elsewhere

  • Expected work outside the service description

  • Did not read the service description before purchasing

Where you have expressly requested that we begin immediately and acknowledged the relevant cancellation terms, your statutory change-of-mind cancellation right may end once the service has been fully performed.

This does not affect your rights if the service was not provided with reasonable care and skill or was materially different from what was agreed.

2. Amendments and changes

A change to your travel plans does not entitle you to a refund.

The Golden Route Plan includes one consolidated round of reasonable adjustments where stated in the service description.

This does not include:

  • Adding new destinations

  • Changing the trip dates or length

  • Rebuilding the complete itinerary

  • Substantial new research

  • Creating a second version based on different requirements

  • Reviewing an itinerary that has been significantly changed after submission

We will explain and agree any additional fee before carrying out work outside the original service scope.

3. Follow-up calls

Where a follow-up call is included, the call must be arranged within the timeframe stated in your booking or delivery email.

Choosing not to use an included call does not entitle you to a partial refund.

Missed calls may be rearranged at our discretion and subject to availability. Additional calls or calls requiring new research may be charged separately.

4. Japan Buddy Support

Japan Buddy Support is provided only on the dates agreed in writing.

Once the booking has been confirmed and the dates have been reserved, we do not provide voluntary refunds because the customer:

  • Changes their travel plans

  • Does not need to contact us

  • Uses the service less than expected

  • Sends no messages during a booked day

  • Misses or chooses not to use a confirmed support date

Requests to change support dates will be considered subject to availability. We cannot guarantee that alternative dates will be available.

If Koko Doko Japan cannot provide a confirmed support day, we will offer a replacement date or refund the amount paid for the affected, unprovided part of the service.

Any applicable statutory rights remain unaffected.

5. Digital guides and downloads

Our digital guides are supplied with immediate access after payment.

Once access or downloading has begun with the customer’s express consent and acknowledgement, we do not provide change-of-mind refunds.

Please contact us where:

  • The download link does not work

  • The file is corrupted

  • You receive the wrong guide

  • You are charged more than once

  • The product is materially different from its description

We will normally first provide the correct file, a replacement link or a corrected version. Where the issue cannot reasonably be resolved, we will provide any remedy required by applicable consumer law.

UK online-selling rules require express agreement to immediate digital delivery and acknowledgement that the cancellation right will be lost once supply begins.

6. Errors and corrections

Where Koko Doko Japan has made a genuine error, we will normally correct the affected work rather than refunding the entire service.

Corrections may include:

  • Correcting a factual mistake

  • Replacing a broken or incorrect link

  • Correcting a misunderstanding of the information submitted

  • Adding something clearly included in the purchased service but accidentally omitted

  • Replacing an incorrect document

  • Correcting a formatting problem that prevents reasonable use

The following are not normally considered errors:

  • A change in your personal preferences

  • A change in travel dates or accommodation

  • A third-party attraction changing its prices, opening hours or availability

  • A transport schedule changing after delivery

  • A request for additional research

  • A disagreement based on personal taste

  • A request outside the purchased service scope

7. Complaints

Making a complaint does not automatically entitle the customer to a refund.

Complaints should be sent in writing to:

hellokokodoko@gmail.com

Please include:

  • Your full name

  • The service or product purchased

  • Your booking or payment reference

  • A clear explanation of the issue

  • Any relevant screenshots or documents

  • The outcome you are requesting

We will review the service purchased, the agreed scope, the information you provided and the work delivered.

Where a complaint is upheld, we will normally first:

  • Correct an error

  • Replace an incorrect document

  • Complete an omitted part of the agreed service

  • Reperform the affected part of the service where appropriate

A refund or proportionate price reduction will only be provided where required by applicable consumer law or where Koko Doko Japan agrees that the issue cannot reasonably be corrected in another way.

We do not provide refunds simply because a customer changes their mind, changes their trip or decides not to use the completed work.

8. Cancellations by Koko Doko Japan

If we cannot provide a paid service, we may offer:

  • A rearranged date

  • A revised delivery date

  • A suitable alternative

  • A refund for the part of the service we are unable to provide

You will not be required to accept a materially different service or date.

9. Refund processing

Any approved refund will normally be returned to the original payment method.

Payments and refunds are processed in GBP. The amount appearing in another currency may vary because of exchange-rate changes or charges applied by the customer’s bank or card provider.