Booking Conditions

Important Information

These terms and conditions govern all bookings for Travel Japan holiday packages. Please read them carefully as you will be bound by them.

H.I.S. New Zealand Ltd ("H.I.S.") NZBN 9429031606363, trading as Travel Japan acts as an agent for you in making the arrangements for services included in your holiday package, such as, transportation, flights, tours, sightseeing, accommodation, insurance, car hire and other components of your holiday package (“Services”). Obligation of Travel Japan is, therefore, to make bookings on your behalf and to arrange relevant contracts between you and suppliers of the Services. Travel Japan does not own, manage, control or operate any of the Services tours, transportation, accommodation, restaurants, theme parks, activities or any other services included in your holiday package. Travel Japan exercises every care in the selection of reputable airlines, coach operators, hotels and other suppliers or the various travel services which are to be used in your holiday package. It is important to note, therefore, that all bookings via Travel Japan are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers and other service providers including but not limited to shipping, rail, car hire and restaurant operators, whose services are in your holiday package, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage. Travel Japan strongly recommends that you take out insurance against these risks (see “Travel Insurance” below).

Travel Japan always does our best to make sure that your holiday arrangements are satisfactory and Travel Japan accepts liability for, but only to the extent of, any loss or damage sustained by you as the result of our negligence or that of our employees. However, Travel Japan cannot accept any liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, those airlines, coach operators, shipping companies, hoteliers or other persons providing services in connection with your holiday pursuant to a contract between themselves and yourself (which may be evidenced in writing by the issue of a ticket, voucher, coupon or the like) and over whom we have no direct and exclusive control.

All descriptions and itineraries have been prepared with information received from various hotels and other suppliers of components of your holiday package. Some of the information may have changed. Although no changes in itinerary, accommodation, transportation, routing or any other services included in your holiday package are anticipated, we reserve the right to make such changes if necessary due to circumstances beyond our control or which, resulting from information subsequently received, are considered to be in the best interests of you. We reserve the right to substitute accommodation or other components of an equivalent standard.


This site, and each of its modules, together with the arrangement and compilation of the content found on this site, is the copyrighted property of H.I.S., its affiliates, partners and/or its various third party providers and distributors and which is licensed to H.I.S. and Travel Japan.  You agree not to, except as permitted under the applicable law, copy, reproduce, republish, upload, post, transmit, distribute or otherwise communicate or cause to be displayed to the public any of the content found in this site without the prior written permission of H.I.S., except that you may download, display and print the materials presented on this site for your personal, non-commercial use only.

Carriers Liability

The participating carriers will not incur any responsibility or liability to any person aside from the liability that may be incurred as the carrier.  Bookings with any of the carriers are also subject to their Terms and Conditions of Carriage.  Permission for H.I.S. to use the trademark and logo of Travel Japan form neither endorsement of the services of H.I.S. nor acceptance of any liability on behalf of H.I.S.  Neither the carriers represent themselves as contracting with any purchaser of a holiday package from H.I.S., nor as having any other legal relationship with any such purchaser.

Hotel Policies (General)

Unless expressly stated otherwise during the booking process:

  • Hotel rates quoted are based on double occupancy, per room per night, unless otherwise noted. Double occupancy is defined as two people sharing one room.
  • Charges for extra persons and/or children may apply and will be charged directly by the hotel.
  • Any incidental charges such as parking, phone calls, room service or any additional surcharges are not included and are to be paid by the guest directly to the hotel. Award points and airline mileage may not apply to these hotel rates.
  • Guests must be at least 18 years of age at the time of check-in (although some hotels impose a minimum age of 21 years) unless accompanied by a parent or guardian. Please contact our Customer Service Representatives to confirm the minimum age requirements for your particular hotel. Photo identification may be required at check-in.
  • Guests may be required to present a valid credit (not debit) card or cash deposit at check-in for incidentals.

For questions regarding your accommodation, please contact our Customer Service Representatives.

Hotel description:

Descriptions featured are based on current international hotel guides and contractual agreements provided by hotels and suppliers. Any facilities shown as included are subject to change at any time.


All prices are quoted in New Zealand dollars (from New Zealand) or unless otherwise expressly stated. All rates shown are subject to availability and seasonal variations. These price changes will also include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact your consultant for up to date prices. Prices are subject to change at anytime until full payment is received.

Goods and Services Tax

All prices and charges are inclusive of New Zealand GST where applicable.


All bookings are based upon the current price given by the goods and/or service provider at the time the booking is generated.  The person carrying out a booking shall be deemed to have accepted these Terms and Conditions on behalf of all persons named in the booking (including those added at a later date). Any verbal quotes given via our Customer Service Representatives are estimates only that will be subject to a written advice upon confirmation of the reservation.  The person carrying out a booking acknowledges that H.I.S. reserves the right to deny a booking request for any or no reason.  No employee of H.I.S. or affiliated companies or representatives can change these Terms and Conditions or any other terms under which any person agrees to take a holiday package.


Documentation for bookings made through the Travel Japan website will be emailed to the email address provided at the time of booking shortly after the booking is made and payment confirmation received.  Documentation for bookings made via our Customer Service Representatives will be emailed shortly after the booking is made and payment and booking confirmation received. Invoices are available on request.

Deposit and Final Payment

A deposit is required to hold the reservation when you make a booking. Your consultant will advise you of how much and the due date for payment. Reservations made will be automatically cancelled if is not the deposit received by the required date. Please advise your travel consultant in case of delay in payment.  All deposits are non-refundable. Final payment is required at least 10 weeks before the departure day unless otherwise stated.  Due to some airline’s policies, packages or air fares to Japan must be paid in full at the time of the booking or the bookings cannot be made. In which case, if you change or cancel, the above conditions will apply. Bookings made within 10 weeks of departure will only be accepted if full payment is received by Travel Japan at time of reservation. In the event of the reservation not being confirmed, a full refund will be made.

Amendments, Cancellation Fees & Refunds

Amendments to your package will incur a Travel Japan fee, which may be varied depending on the period of changing and also on the type of airline ticket or package that is purchased. In addition, you will be required to pay any charges levied by hotels, ground operators or airline fees, which can be up to 100% of the cost of the booking.

Cancelled bookings will incur charges regardless of whether travel has not yet or has already commenced which will be varied depending on the period of changing and also the type of airline ticket or package that is purchased. In addition, you will be required to pay any charges levied by hotels, ground operators or airlines, which can be up to 100% of the cost of the booking.

Fees and extra charges will also apply when tickets, vouchers, coupons or documents are re-issued. Where we incur any liability for a cancellation fee or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge. 

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 Accommodation, optional tours and land package reservations

Day of Cancellation
to the Period of Travel

Amendment fees*

 Cancellation fees*

Day of reservation to 10 weeks prior to
departure date

$0.00 (Deposit)

10 weeks to 6 weeks prior to departure date

$65.00 Deposit plus

6 weeks to 4 weeks prior to departure date


 Deposit plus

Less than 4 weeks up to date of departure

100% 100%


Ski Packages

Day of Cancellation
to the Period of Travel



Day of reservation to 75 days prior to
departure date

$65.00 (Deposit)

75 days to 60 days prior to departure date

$200.00 100%

Less than 60 days up to date of departure




 Escorted land package reservation

Day of Cancellation
to the Period of Travel

Amendment fees*  Cancellation fees*

Day of reservation to 10 weeks prior to
departure date

$0.00 (Deposit)

10 weeks to 6 weeks prior to departure date

$110.00  50%

Less than 6 weeks up to date of departure

100% 100%


 Japan Rail Pass

Day of Cancellation
to the Period of Travel

Amendment fees* Cancellation fees*

Effective immediately from the time of booking

$45.00 per pass  $130.00 per pass


 Japan Regional Pass

Day of Cancellation
to the Period of Travel

Amendment fees* Cancellation fees*

Effective immediately from the time of booking

$11.00 per pass  20% per pass


  • Include GST applicable per person;
  • All fees are per person, per ticket or items unless otherwise stated;
  • The above administration fees are in addition to any cost recovery fees applied by airlines or other supplies. which may change without notice. 
  • 100% non-refundable for purchases less than the fees above.

To the extent permitted by law, name changes are not permitted for any bookings.

In case of refunds, before or after travel has already commenced, we are unable to provide a refund to you until we receive refunds from the relevant supplier.

For refund of travel insurance premium, see 'Refund of Travel Insurance Premium' below.

Airfare Conditions

Airfares, taxes & conditions are subject to change at any time and Travel Japan will not take responsibility for any such changes. We would advise customer's to be aware of any changes to conditions or restrictions issued by airlines prior to departure. Airline taxes and levies are correct at the time of quotation, however are subject to change up until the time of final payment. Airfares are subject to 100% cancellation fee once tickets are issued.


The following items are not included in the price of your package: passport and visa charges where applicable, airport taxes (where not pre-payable or pre-paid), items of a personal nature such as drinks, room service, laundry, own meals (unless specified), baggage charges, excess baggage, personal & baggage insurance, telephone calls and postage and the cost of anything else not expressly identified as being included in the package.

Optional Services

Optional Services refer to land tours, activities, car hire, transfers and other components (excluding flights and accommodation) that may be booked with a holiday package. On some occasions, guests may be required to contact the Optional Services supplier directly to arrange for pick-up/drop-off times, appointments etc. Any such requirements will be specified in the electronic documentation issued upon confirmation of your booking.


It is important for you to obtain and read luggage entitlements and restrictions applied by third party suppliers. Airline carriers, tour operators and transfer companies may have policies that restrict the size, number, weight and dimensions of allowable luggage (both carry-on and registered baggage). Some airline carriers, tour operators and transfer companies may charge a baggage fee if you carry luggage that exceeds the restrictions/allowances outlined in each individual policy.

Travel Insurance

As travel plans are sometimes affected by influences outside your control, we strongly recommend you seek advice on obtaining insurance prior to travel and to discuss insurance options. We suggest that the policy should include, but not be limited to, the following cover:

  • Loss or damage to personal baggage;
  • Loss of money; and
  • Emergency medical expenses incurred during travel.

Travel Japan is more than happy to show you for your consideration a range of travel insurance options to cover loss, damage, illness, injury or other unexpected circumstances.  You may select travel insurance at QBE Travel Insurance or call our Customer Service Representatives on 0800-999-552 for more information.

Refund of travel insurance premium

A fourteen (14) day cooling off period applies to travel insurance purchased as part of your holiday package. If you cancel the travel insurance component of your holiday package or cancel your entire holiday package prior to the expiry of this cooling-off period, you will receive a refund of your travel insurance premium.

Passports and Visas

It is your sole responsibility to ensure that you and your party have valid passports and visas to the destinations of your choice. Visa neccesity mostly depends on the nationality. Please be sure to check regarding visas, required passport validity or immigration documents necessary before entering Japan. Travel Japan is not liable for any expenses, liabilities or loss incurred in relation to invalid passports, invalid or restricted visas or any other matters regarding your eligibility for entry into the country of your destination. 

Travel Advice

We strongly suggest you check relevant government websites to find out about any dangers and risks to your health and safety at your chosen destination before your holiday.  For example, you can do this by checking with government agencies like the Australian Department of Foreign Affairs and Trade, the US Bureau of Consular Affairs or the New Zealand Ministry of Foreign Affairs and Trade.

Unused Land Service

To the extent permitted by law, there will be no refund, credit or exchange for any unused land services once travel has commenced.

Product Descriptions

Product descriptions featured on the Travel Japan website and throughout Travel Japan promotional material are based on current contractual agreements with suppliers and information provided by suppliers. Any facilities shown as included are subject to change at any time.

Maps and Photographs

Maps are shown for general information and may not reflect actual routings, locations or services provided. Whilst photographs display places in geographic areas, they are not necessarily included in any holiday. Photos reflecting hotel rooms may not be specific to the actual room occupied.

Invoice errors or omissions

We reserve the right to correct any errors in rates quoted or miscalculated for any service quoted on the Travel Japan website or via our Customer Service Representatives.

Limitation of Liability

You agree that neither Travel Japan, nor any of its representatives or agents shall accept any liability in contract or in tort for any injury, death, accident, damage to personal property, loss, delay, additional expenses or distress, disappointment, inconvenience caused, directly or indirectly during the holiday however arising in connection with any accommodation, transportation or other services by force majeure or other events, acts or omissions which are beyond the control of Travel Japan or which are not preventable by reasonable diligence on behalf of Travel Japan including, but not limited to, all civil disturbance, fire, floods, unusually severe weather, acts of God, acts of government or of any other authorities, accidents to or failure of machinery or equipment or industrial action (whether or not involving Travel Japan or its employees), strikes, theft, delay or cancellation, changes in itinerary or schedules, riots, pilferage, epidemics, quarantines, medical or customs regulations, improper or insufficient passports, visas or other documents.

All warranties and conditions implied by statute or generally at law are excluded to the maximum extent of the law.  If the Commerce Act 1986 or any similar law applies and an implied condition or warranty cannot be excluded, the liability of Travel Japan will be limited, at their discretion, to either the replacement or resupply of the goods or services.

Consumer Claims

Consumer claims should be made in writing within 30 days of return, with supporting documentation. Such claims should be addressed and forwarded to our Customer Service Representatives at or mailed to the attention of Travel Japan Manager at PO Box 105-701, Auckland.