Refunds + cancellations.

Personalised planning services

This section applies to personalised services such as Itinerary Checks and Golden Route Plans.

We normally begin work once we have received payment and the information we need to provide your service, such as your itinerary or questionnaire responses.

Work may include reviewing your itinerary, researching your route, checking travel times, preparing recommendations or creating your final document.

If you cancel before we have started work, we will normally provide a full refund.

If you have asked us to begin work during an applicable statutory cancellation period and then cancel after work has begun, any refund may be reduced by a reasonable proportion reflecting the work already provided, where permitted by law.

Once a personalised service has been fully performed, any statutory change-of-mind cancellation right may end where you expressly requested early performance and acknowledged that consequence where required.

Changing your trip

Changing or cancelling your own Japan trip does not automatically entitle you to a refund for work we have already carried out.

This includes changing your:

• Travel dates
• Destinations
• Accommodation
• Trip length
• Interests or priorities
• Existing itinerary after it has been submitted

If you request substantial new work after we have started, we may treat it as additional work and quote separately before proceeding.

Any revisions specifically included in the service you purchased will be provided according to the description shown when you booked.

Digital guides + downloads

Our digital guides and downloads are normally supplied electronically after payment.

Where you expressly agree to immediate supply of digital content and acknowledge that your cancellation right will be lost once supply begins, we do not provide change-of-mind refunds after access or downloading has begun.

Please contact us if:

• You receive the wrong product
• A download link does not work
• A file is corrupted or unusable
• You are accidentally charged more than once
• The product is materially different from its description

Where possible, we will first correct the problem, replace the file or provide a working download.

If something is wrong

If we have made a genuine mistake or failed to provide something clearly included in the service you purchased, please contact us.

Depending on the issue, we may:

• Correct a factual mistake
• Replace an incorrect or broken file
• Fix a link or formatting problem
• Complete something accidentally omitted from the agreed service
• Redo the affected part of the service where appropriate
• Provide a proportionate refund or other remedy where required

A later change to a third-party price, train timetable, opening hour, ticket system or attraction availability is not normally an error by Koko Doko.

Likewise, a difference in personal taste or a request for work outside the purchased service does not, by itself, mean that the original service was faulty.

If we have to cancel

If Koko Doko Japan is unable to provide a paid service, we may offer a revised delivery date, a suitable alternative or a refund for the part of the service we cannot provide.

You will not be required to accept a materially different service as a replacement for what you purchased.

Refunds + contacting us

To request a cancellation, report a problem or ask about a refund, email us with your name, the product or service purchased and a brief explanation of what has happened.

Approved refunds will normally be returned to the original payment method.

Payments and refunds are processed in GBP. If your bank or card uses another currency, the amount you receive may differ because of exchange-rate movements or charges applied by your payment provider.

Nothing in this Refund Policy limits any consumer right or remedy that cannot lawfully be excluded.