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Travel Conditions

Explanatory Document for Terms and Conditions Regarding Order-Type Planned Travel

(Explanatory Document for Terms and Conditions Under Article 12, Paragraph 4 of the Travel Agency Act)
(Written Contract per Article 12, Paragraph 5 of the Travel Agency Act)
May 2019

Read the contract carefully before signing it.

This document comprises part of the written contract in case of entering into a travel contract.

Japan Post Staff Co., Ltd.

A Member of Japan Association of Travel Agents (No. 1998), licensed by the Director of the Japan Tourism Agency in accordance with the provisions of the Travel Agency Law

  1. 1. Order-Type Planned Travel Contract

    An “Order-Type Planned Travel Contract” (hereinafter simply referred to as a “contract”) is a travel contract to allow travel based on a travel plan created by our company in response to a request from a customer, which plan designates the travel destination and dates, transportation services, etc. that may be provided to the customer, and the travel fee amount the customer is to pay to our company.

  2. 2. Requesting a contract

    1. (1) A customer seeking to request a contract regarding a plan presented to the customer by our company shall make an application by declaring the required information and paying the application fee of an amount separately determined by our company. Depending on the circumstances of our company’s business operations, we may require the listing of required information on paper or digitally.
    2. (2) A customer seeking to enter into a communication contract with our company shall, irrespective of the provisions of the preceding paragraph, be required to notify our company of their membership number.
    3. (3) Our company shall, upon receipt of a travel application from a contracting officer acting as a representative of a group or organization of travelers, assume that the contracting officer has the absolute authority of entering into contracts, dissolving contracts, etc.
    4. (4) The contracting officer must submit a list of members to our company before the deadline designated by our company.
    5. (5) Our company shall bear no responsibility with regard to debts or obligations the contracting officer may have, or may be expected to have in the future, toward the members.
    6. (6) Our company shall, after the start of travel, in the event that the contracting officer does not accompany the group or organization, consider a member designated by the contracting officer in advance to be the contracting officer.
    7. (7) Persons in poor health, persons who require the use of a wheelchair or other such device or who have physical or mental disabilities, persons with food or animal allergies, pregnant women, women who may be pregnant, persons with dogs to assist with physical disabilities (seeing eye dogs, hearing assistance dogs, service dogs), and any other persons who require special care are requested to notify us of their need for special care at the earliest possible opportunity before the deadline above (4). (If you enter such a state after concluding the travel contract, please notify us immediately.) Our company will provide guidance in advance, so please notify us in detail of any measures that need to be taken during travel.
    8. (8) Upon receipt of a notification per the preceding paragraph, our company shall accommodate to the extent that is both possible and reasonable. To this end, we may inquire about the customer’s situation and the required measures, or request a notification of such in writing.
    9. (9) Our company may, in order to ensure the safety and smoothness of travel, set conditions such as accompaniment of a care worker or a travel escort, presentation of a medical certificate from a physician, changes to some of the contents of the travel plan, etc. Furthermore, in the event that we are unable to provide the measures requested by the customer, we may deny the request for a travel contract, or cancel the travel contract. Additionally, please note that any costs incurred by our company as a requirement for implementing the special measures for the customer based on the customer’s request shall, in principle, be borne by the customer.
    10. (10) Should our company determine that a customer, during travel, has entered a state of requiring medical treatment or a medical inspection by a physician due to some reason such as illness or injury, we will take the necessary measures. Any and all costs incurred as a result shall be borne by the customer.
  3. 3. Refusal to enter into a contract

    Our company reserves the right not to enter into a contract in any of the following situations:

    1. (1) the customer is creating a disturbance for other travelers, or may be an obstacle to smooth movement of the group;
    2. (2) it has been established that the customer is a member of an organized crime group, is related to an organized crime group, or is otherwise involved with antisocial forces;
    3. (3) the customer has engaged in actions towards our company including violent or unreasonable demands, or the use of violence or threatening words/actions;
    4. (4) the customer has spread rumors, or engaged in deceitful plans or the use of force, to damage the reputation or impede the business activities of our company;
    5. (5) a communication contract is sought, and the customer is, for some reason such as their credit card being invalid, unable to settle their liability related to the travel fee in full or in part in accordance with the terms and conditions of credit card membership provided by our partner companies; or
    6. (6) our company’s business operations necessitate such.
  4. 4. Time of conclusion of the contract

    1. (1) The contract shall be concluded at the time our company agrees to enter into the contract and receives the application fee.
    2. (2) Irrespective of the provision of the preceding paragraph, our company may, if entering into a contract with a contracting officer, accept a request for a contract without receiving payment of the application fee upon conclusion of a special agreement in writing. In such a situation, the contract shall be concluded with the transfer of a letter of travel acceptance.
    3. (3) The application fee is to be allocated to a portion of the travel fee, cancellation fee, and any other money to be paid by the customer to our company.
    4. (4) Communication contracts shall, irrespective of the provision of (1), be concluded at the time that our company receives an application from the customer and our company notifies the customer of our acceptance of the application in question. However, if sending an electronic acceptance notification for the contract in question, the contract shall be concluded at the time the notification in question reaches the customer.
  5. 5. Transfer of the written contract

    1. (1) Our company shall, upon the conclusion of the contract, promptly deliver to the customer a written contract detailing the travel itinerary, the travel service contents, the travel fee, other travel conditions, and the responsibilities of our company.
    2. (2) When the written contract has been transferred, the scope of the travel service for which our company has a duty, under the contract, to make preparations and to manage the itinerary shall be designated by the written contract of the preceding paragraph.
  6. 6. Finalized document

    1. (1) If it is not possible to indicate in the written contract the finalized travel itinerary and the names of the intended accommodation facilities and the indication-required transport facilities, our company shall, in the written contract in question, list in a limited fashion the names of the intended accommodation facilities and the indication-required transport facilities, and shall submit the written contract in question, and shall thereafter, no later than the day before the start of travel (or, if the contract was requested after seven days prior to the eve of the start of travel, the day of the start of travel), submit a finalized document indicating the finalized status of these matter.
    2. (2) In the case described in the preceding paragraph, when a customer makes an inquiry wishing to confirm the preparation status, even if it is before the handing over of the finalized document, our company shall answer the inquiry in as prompt and appropriate a manner as possible.
    3. (3) Upon submission of the finalized document, the scope of the travel service for which our company has a duty to make arrangements and to manage the itinerary shall be defined by the provisions of the finalized document in question.
  7. 7. Time of payment of the travel fee and changes to the travel fee

    1. (1) The travel fee amount shall be indicated in the order-type planned travel plan document. Please pay the travel fee by the deadline, prior to departure, that is designated by our company.
    2. (2) In the event that the applicable fares and charges for the transport facilities to be used, as a result of dramatic economic shifts or similar, change significantly, beyond normal expectations, compared to the applicable fares and charges formally indicated as applicable on the reference date given in the plan document, the difference may be added to or subtracted from the travel fee. Our company shall, in the event that the travel fee is increased, notify the customer before 15 days prior to the eve of the start of travel, and in such a situation the customer shall have the ability to cancel the contract prior to the day of the start of travel without being required to pay a cancellation fee. If the applicable fares and charges decrease, the travel fee will be decreased by the same amount.
    3. (3) Our company may, if it is included in the written contract that the travel fee will vary depending on the number of users of the transport and accommodation facilities, etc., and if after concluding the contract the said number of users changes due to causes not attributable to our company, alter the travel fee based on the provisions of the written contract.
  8. 8. Changes to the contract contents

    1. (1) If there is a request from a customer to amend the contract’s contents, our company shall work to accommodate that request to the best of our ability. In this case, our company may alter the travel fee.
    2. (2) Our company may, in the event that circumstances beyond our company’s control—such as a natural disaster, a war, a rebellion, a cessation of provision of travel service by transport and accommodation facilities, etc., an order from a government agency, provision of transportation service not based on the original operation plan, etc.—prevent the safety and smoothness of travel, upon prompt and advance explanation to the customer of both the reason that the said circumstances are beyond our company’s control and the causal relationship with the said circumstances, amend the travel itinerary, the contents of the travel service, and other contents of the travel contact. However, if urgency prevents us from explaining in advance, we shall provide an explanation after making the change.
  9. 9. Replacement of customers

    1. (1) The customer shall have the ability, upon the approval of our company, to yield their position in this contract to another individual or to change the membership of the group. In that event, a processing fee for replacement, designated by our company, shall be requested from the customer. (If the airline tickets are already issued, we may separately request payment of the costs of reissuance.)
    2. (2) Our company may, irrespective of the provisions of the preceding paragraph, for reasons such as the transport facilities or accommodation facilities not permitting replacement of customers, refuse to allow replacement.
  10. 10. Cancellation of the travel contract

    1. (1) Cases where a cancellation fee must be paid by the customer
      1. (1.1) The customer may cancel the travel contract by paying the cancellation fee indicated in the plan document.
      2. (1.2) Payment of the cancellation fee indicated in the plan document is required even if travel is canceled due to a cause not under the responsibility of our company.
      3. (1.3) If it is discovered that points (2), (3), or (4) of “3. Refusal to enter into a contract” apply to the customer, our company shall have the ability to cancel the travel contract. In that case, the cancellation fee indicated in the plan document shall be requested from the customer.
    2. (2) Cases where a cancellation fee is not required
      The customer shall, in the following cases, have the ability to cancel the contract prior to the day of the start of travel, without being required to pay a cancellation fee.
      1. (2.1) The contents of the travel contract have been changed. However, this shall only be the case under one of the conditions listed in the left column of “14. Itinerary guarantee” or other serious conditions.
      2. (2.2) The travel fee has been increased.
      3. (2.3) Safe and smooth travel is impossible, or there is an extremely high possibility that it will become impossible, due to a natural disaster, a war, a rebellion, a cessation of provision of travel service by transport and accommodation facilities, etc., or an order from a government agency.
      4. (2.4) Our company has not submitted the finalized document to the customer before the deadline.
      5. (2.5) Travel according to the travel itinerary indicated in the written contract has become impossible due to causes attributable to our company.
      6. (2.6) After the start of travel, for a reason not attributable to the customer, they are no longer able to receive travel service as indicated in the written contract, or they have declared as such. However, in the event that the reason in question is not attributable to our company, from the portion of the travel fee corresponding to the portion of the travel service that the customer was unable to receive, we shall pay back to the customer any amount deducted from the cost of any cancellation fee, breach-of-contract fee, or fee either already paid or due to be paid in relation to the travel service in question.
  11. 11. Attendance service

    Our company shall provide attendance service in response to a customer’s request, in principle, upon receiving the following attendance service fee. Please note that, in addition to the attendance service fee, we will separately require payment of transportation costs, accommodation costs, and other costs needed for the attendant to accompany you.

    Attendance service fee (per attendant per day): 30,000 yen

    The attendant’s work shall, as a general rule, be from 8:00 a.m. to 8:00 p.m.
    If an attendant does not accompany you, the necessary procedures to receive travel service may need to be performed by the customer him/herself.

  12. 12. Responsibilities of our company

    1. (1) Our company shall, in the event that our company or an agent arranged for by our company causes harm to the customer related to or arising from willful misconduct or negligence, pay damages corresponding to the harm in question. However, this shall only apply if notification is made to our company within two years of the day following the harm in question.
    2. (2) In the event that damage is caused to the customer due to causes unrelated to our company or an agent arranged for by our company such as in the following examples, our company shall, excepting cases covered under (1) above, be under no responsibility to pay damages corresponding to the harm in question.
      1. (2.1) A natural disaster, a war, or a rebellion, or the consequent changes to the travel itinerary or cancellation of travel.
      2. (2.2) Damage caused by accidents or fire at transport and accommodation facilities, etc.
      3. (2.3) A cessation of provision of service by transport and accommodation facilities, etc., or the consequent changes to the travel itinerary or cancellation of travel.
      4. (2.4) An order from a government agency or an infectious disease, or the consequent changes to the travel itinerary or cancellation of travel.
      5. (2.5) An accident that occurs during individual free movement
      6. (2.6) Food poisoning
      7. (2.7) Theft
      8. (2.8) A delay, cancellation, schedule change, route change, etc. of the transport facilities, or the consequent changes to the travel itinerary or decrease in amount of time spent at the destination.
    3. (3) With regard to damage to baggage, if and only if notification is made to our company within 14 days starting from the day after the damage occurred, our company shall pay reparations with an upper limit of 150,000 yen per customer (excepting cases of willful misconduct or gross negligence on the part of our company).
  13. 13. Special compensation

    Our company shall, in the event of a swift and sudden external accident befalling the customer while they are participating in this travel, and causing damage of a certain degree to their body, life, or baggage, in accordance with the special damages clause in our company’s General Conditions of Travel Agency Business, make a compensation or consolation payment within the amount limits outlined below.

    • ・Compensation for death: 15,000,000 yen
    • ・Consolation payment for hospitalization: 20,000 – 200,000 yen
    • ・Consolation payment for visiting a hospital: 10,000 – 50,000 yen
    • ・Compensation for damage to personal items: Up to 150,000 yen per customer (however, the limit per individual damaged item shall be 100,000 yen)

    If, in the course of the travel itinerary in question, the customer designates a day in which they receive no travel service arranged for by our company whatsoever, in the event of damage to the life, body, or baggage due to that fact or to an accident that occurs on the day in question, and it has been clearly indicated in the written contract that compensation and/or consolation payment will not be made in such a scenario, the customer shall on the day in question not be considered to be participating in travel under these terms.

  14. 14. Itinerary guarantee

    In the event that the travel itinerary is subject to any of the changes indicated in the following table, under the provisions of the section dealing with “Order-Type Planned Travel Contracts” in our company’s General Conditions of Travel Agency Business, we shall pay an itinerary change compensation amounting to a set percentage of the travel fee in accordance with the content of the said itinerary change. However, the value of the itinerary change compensation paid for a single travel contract shall not exceed 15% of the travel fee. Furthermore, if the value of the itinerary change compensation paid for a single travel contract is less than 1,000 yen, an itinerary change compensation will not be paid.
    Changes that necessitate the payment of an itinerary change compensation Percentage per instance
    Notified before the day of the start of travel Notified on the day of the start of travel or later

    Changes that necessitate the payment of an itinerary change compensation

    1. A change to the day of the start of travel or the day of completion of travel indicated in the written contract or the finalized document

    【Percentage per instance】
    Notified before the day of the start of travel

    1.5

    【Percentage per instance】
    Notified on the day of the start of travel or later

    3.0

    Changes that necessitate the payment of an itinerary change compensation

    2. A change to the sightseeing areas or tourist facilities (including restaurants), or other travel destination locations, indicated in the written contract or the finalized document

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    3. A change in the class or amenities of the transport facilities indicated in the written contract or the finalized document to a lower-cost alternative (limited to those cases where the total cost of the class and amenities is less than that of the class and amenities indicated in the written contract or the finalized document)

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    4. A change in the type or company name of the transport facilities indicated in the written contract or the finalized document (excluding improvements in the class or amenities)

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    5. A change to a different flight at either the airport designated as the point of start of travel or the airport designated as the point of completion of travel indicated in the written contract or the finalized document

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    6. A change from a direct flight between Japan and another country indicated in the written contract or the finalized document to a transfer or indirect flight

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    7. A change to the type or company name of accommodation facilities from that indicated in the written contract or the finalized document (excepting cases where our company has specified the class of the accommodation facilities and the post-change class of the accommodation facilities is above the class of the accommodation facilities indicated in the written contract)

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    Changes that necessitate the payment of an itinerary change compensation

    8. A change to the type of room, amenities, view, or other room conditions in accommodation facilities from those indicated in the written contract or the finalized document

    【Percentage per instance】
    Notified before the day of the start of travel

    1.0

    【Percentage per instance】
    Notified on the day of the start of travel or later

    2.0

    1. Note 1: One “instance” refers to one boarding in the case of transport facilities, or one receipt of any other service.
    2. Note 2: Even if a change indicated in 4., 7., or 8. occurs multiple times during the same boarding or during the same night, one boarding/night shall be treated as one change.
    3. Note 3: If the transport facilities indicated in 3. or 4. include the use of an accommodation facility, one night’s stay is treated as one instance.
    4. Note 4: A change in the name of the transport company in 4. or a change in the name of the accommodation facilities in 7. shall be taken as a change in the transport or accommodation facility itself.
    5. Note 5: This shall not apply if the change in the transport company name indicated in 4. is accompanied by an improvement in class or amenities.
    6. Note 6: The class of accommodation facilities indicated in 7. shall be based either on the list indicated in the written contract at the time the travel contract is entered into, or on the list available on our company’s website.

    * An itinerary change compensation will not be paid in the event of a change resulting from any of the following factors:
    (a) a natural disaster (b) a war (c) a rebellion (d) an order from a government agency (e) a cessation of provision of travel service by transport and accommodation facilities, etc. (f) provision of transportation service not based on the original transport plan (g) a measure necessary to ensure the safety or life of one or more travel participants (h) a change due to a request by the customer

  15. 15. Responsibilities of the customer

    1. (1) In the event that our company suffers damage related to or arising from willful misconduct or negligence by the customer , the customer in question shall be required to pay damages.
    2. (2) The customer must use the information provided by our company to thoroughly familiarize him/herself with the rights and duties of the traveler, and other planned travel contract contents indicated in the written contract.
    3. (3) The customer shall, in the event that they notice after the start of travel some matter that differs from the contents of the travel service described in the written contract, be required to promptly declare such to our company or the provider of travel service.
    4. (4) If an accident occurs during travel, please notify our company, or the separately designated contact, promptly. (If you are unable to notify our company or the separately designated contact due to certain conditions, please give notice once those conditions have been resolved.)
  16. 16. A note regarding shopping guidance

    In order to provide greater convenience to our customers, during sightseeing and transit we may provide guidance regarding souvenir vendors. At our company we put significant effort into the screening of these shops, but when making purchases those purchases are to be made on the sole responsibility of the customer him/herself. Because our company cannot provide assistance in the return, exchange, etc. of goods, we request that you take sufficient care to avoid trouble, by such means as checking the product before purchase, taking and keeping receipts, etc.

  17. 17. Taking out travel insurance

    During travel, you may become sick or injured, and incur very high medical fees, transportation fees, etc. Furthermore, in the case of accidents, requesting payment of damages and collecting those damages from the inflicting party can be extremely difficult. In order to insure against this, we recommend that the customer him/herself takes out travel insurance as necessary. Please ask the officer in charge about travel insurance.

  18. 18. Handling of personal information

    1. (1) Our company shall acquire customers’ declared personal information regarding the required items when receiving travel applications. It is voluntary on the customer’s part which items of personal information they choose to provide to our company, but if we do not receive the personal information in part or in full, and if we cannot contact the customer, arrange travel service, or complete the necessary procedures for the said services to be received, the customer’s application/request may need to be rejected.
    2. (2) Our company shall, in addition to using the personal information received under the preceding paragraph, for communication with the customer, use it only as far as is necessary for the arrangement of the travel service requested by the customer and for the receipt of those services.
      Otherwise, our company may use customers’ personal information for (1) registration in the Japan Tourism Agency’s “Tour Safety Network” (an overseas safety information platform intended to use the Ministry of Foreign Affairs’ overseas safety information e-mail messaging service “Tabireji” to provide safety information, etc. on the travel destination when all is well, and to contact customers to ensure their safety, etc. in the event of an emergency), (2) insurance procedures to guarantee costs and the like in the event of an accident,(3) provision of products, services, and promotional campaign information from our company and our partner companies, (4) requests for opinions and feedback after participation in travel, (5) requests for cooperation with surveys, (6) provision of special offers, and (7) compilation of statistical data.
    3. (3) Our company may outsource, in part or in full, the handling of personal information acquired per (1) for travel attendance work, assistance work in airports, etc. In that case, our company shall select the contractor in question according to the standards of our company, and require that they enter into a formal confidentiality agreement before entrusting personal information.
    4. (4) Our company shall, from among the individual customer data held by our company, share and use with other group companies the name, address, telephone number, or e-mail address, only to the extent necessary to contact the customer. The group companies in question may use this information in order to simplify applications by the customer, notify them of events, etc., or deliver purchased goods. For the names of our group companies that share our customers’ individual data, as well as our group companies’ management of individual data, and the inquiries desk regarding disclosure, amendment, or deletion of individual data on customers, please see the Japan Post Staff Co., Ltd.’s official website (Privacy Policy).
    5. (5) Our company may provide customers’ personal information held by our company to souvenir vendors in order to facilitate customers’ shopping, etc. at the destination. In this case, we will send in advance, by electronic or other means, individual data relating to the customer’s name, passport number, the plane they are to board, etc. If you want us to cease provision of individual data to these contractors, please make a request at the branch where you reserved the travel at least ten days before departure.
  19. 19. Subordination to Terms and Conditions

    Any matters not addressed in this Explanatory Document for Terms and Conditions Regarding Travel shall be governed by the section dealing with “Order-Type Planned Travel Contracts” in our company’s General Conditions of Travel Agency Business.