FAQ・Cancellation policy・Things to keep in mind

FAQ

About reservation

Not sure if I could make a reservation

When we receive a reservation request or when a reservation is completed, we will send an e-mail to your registered address.
If you do not receive the email, please check your spam box first.
If you still cannot find the email, please send us your name, the date and time you would like to make a reservation, and the name of your plan via LINE@ or the inquiry form.

*If you have set up your cell phone to receive domain names, please allow emails from “@bashotrip.com”.

I don’t receive any emails

Please send us your name, the date and time you would like to make a reservation, and the name of your plan via LINE@ or the inquiry form.

I typed wrong email address or phone number

Please send us your name, the date and time you would like to make a reservation, the name of your plan, and your e-mail address/phone number via LINE@ or the inquiry form.

I have requests or questions regarding booking.

Please fill freely in the “Any Comments” box.

I have not received a confirmation email more than 3 days after sending request.

We apologize for inconvenience. Please contact us via LINE@ or inquiry form.

I want to change the participation date

If the new timeslot available, you can change the date for free. If there is no availability and you are unable to attend the reserved date, the cancellation fee might be charged.
*Please check our cancellation policy.

About Payment

What payment methods do you accept?

We accept ”credit card payment in advance” or ”cash on site”. However, some plans do not accept credit card payment. Please go to the reservation page of each plan and check “Payment Method”.

I want to pay by credit card on site.

We accept only “cash” on site.

Errors occur in credit card payment and payment cannot be completed.

Please check your registered credit card number, expiration date, and security code once again. If the error continues, please check the code and message on the screen and contact us through the inquiry form.

Can I pay with a debit card?

We do not accept debit cards.

About tour

Do the activities have age restrictions?

Each activity has their own regulations, so please see age restriction details of each activity.

Can I book a private tour?

Please inquire through the following form about private and group tours. We provide services for field trips, retreats, reunions etc.
Inquiry Form

Is there anything I need to bring for the tour?

Each activity has their own regulations, so please see “What to bring” of each activity.

I’m worried about the weather.

If the tour is cancelled due to weather, the tour guide will contact you as soon as they decide to cancel them.
If you would like to contact us, please text us via LINE or contact though the inquiry form,

Can I participate if I am pregnant?

For safety reasons, pregnant women are not allowed to participate.

Can I participate if I am injured OR in a wheelchair?

Depending on the plan, you may or may not be able to participate.
If you wish to participate, please let us know in the “Any comments” box when making your reservation.

I want to ask a question about the tour

Please let us know in the “Any comments box when you make a reservation. If your reservation has already been confirmed, please contact us via LINE@ or through the inquiry form.

What are the criteria for tour cancellation?

Here are the main criteria, although not all of them are listed below.
– Weather warnings are in effect or are expected.
– When thunder is heard.
– When waterfalls or rivers are expected to rise due to heavy or prolonged rain until the previous day.
– When the activity seems unsafe due to strong winds or heavy snowfall.
– When typhoon is expected to pass through the area.
– When participants do not follow the guide’s instructions.
– When the guide is not feeling well.

キャンセルポリシー

Cancellations due to personal preferences are subject to cancellation charges:

For 1-9 participants

Up to 8 days in advance	Free
7 – 3 days in advance	2,000 yen
2 days in advance	50% of the total tour price
Day before/on the day of the event	100% of the total tour price

For 10 participants or more

Up to 31 days in advance	Free
30 – 16 days in advance	50% of the total tour price
15 – 8 days in advance	75% of the total tour price
7 days in advance – on the day of the event	100% of the total tour price

Please note that this cancellation fee will be applied even if the number of participants in the group tour decreases from one week prior to the date of the tour.

Things to keep in mind

The guide will send a final confirmation by e-mail or phone call (pick-up location and time, shoe size, etc.) the day before the tour.
*They may only confirm by phone.
Please follow the guidance and instructions of the tour guide during the tour.
Many of the activities involve nature and can be dangerous at times.
The Nature Guides are here to guide you and your safety is their first priority, so please be sure to follow their instructions during the tour.
Please stay within sight of the nature guide during the tour.
They will do their best to ensure your safety and make your tour fun. Please be sure to stay close to your nature guide.
The tour may be cancelled or the course or time may be changed due to weather conditions or other problems (e.g., transportation delays, disasters, etc.).
No refunds will be made for cancellations or changes after the tour has started.
If you feel sick before or during the tour, please be sure to inform your Guide.
Please take care of your valuables.
We are not responsible for any loss or damage to valuables.
No alcohol is permitted prior to or during the tour. Anyone who cannot participate in the tour due to having consumed alcohol will be liable for cancellation charges.