Our Policies
Rescheduling and cancellation policyLate arrival, late start and no-show policy
Early finish and maximum duration policy
Bad weather and other hazards policy
The following policies apply regardless of the reason for rescheduling or cancellation, including when you reschedule or cancel due to bad weather or a forecast of bad weather.
If you reschedule or cancel at least 4 full days (96 hours) before your tour, you will receive a full refund of fees you've paid.
If you reschedule or cancel less than 4 full days (96 hours) but at least 3 full days (72 hours) before your tour, you will receive a refund of fees you've paid, less a 10,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 3 full days (72 hours) but at least 2 full days (48 hours) before your tour, you will receive a refund of fees you've paid, less a 20,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 2 full days (48 hours) but at least 1 full day (24 hours) before your tour, you will receive a refund of fees you've paid, less a 40,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 1 full day (24 hours) but at least 12 hours before your tour, you will receive a refund of fees you've paid, less an 80,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 12 hours before your tour or fail to show up at the scheduled time and place, no refund will be given.
If you reschedule or cancel at least 4 full days (96 hours) before your tour, you will receive a full refund of fees you've paid.
If you reschedule or cancel less than 4 full days (96 hours) but at least 3 full days (72 hours) before your tour, you will receive a refund of fees you've paid, less a 10,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 3 full days (72 hours) but at least 2 full days (48 hours) before your tour, you will receive a refund of fees you've paid, less a 20,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 2 full days (48 hours) but at least 1 full day (24 hours) before your tour, you will receive a refund of fees you've paid, less a 40,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 1 full day (24 hours) but at least 12 hours before your tour, you will receive a refund of fees you've paid, less an 80,000 Japanese yen cancellation fee.
If you reschedule or cancel less than 12 hours before your tour or fail to show up at the scheduled time and place, no refund will be given.
If you know you'll be late, please inform us of your expected arrival time by phone, Apple/Mac Messages or WhatsApp at 090 7677 6497 (or +81 90 7677 6497 if calling from an international line).
If we know you'll be late, our guides will wait for you until two hours after your expected arrival time or 30 minutes before the tour finish time stated on the booking form we email you, whichever comes first. If you don't arrive by then, your tour will be cancelled and our guides will depart the meeting point.
If we don't know you'll be late, our guides will wait for you until two hours after the tour start time stated on the booking form we email you. If you don't arrive by then, your tour will be cancelled and our guides will depart the meeting point.
If you inform us you've arrived after your tour has been cancelled and our guides have departed the meeting point, we will not restore your reservation or conduct your tour.
If your tour is cancelled because you arrive late or do not show up for your tour, we will not refund your tour fee or credit it toward a rescheduled tour.
The time allotted for your tour begins counting down at the start time you reserve and runs out at the finish time stated in the booking confirmation email we send you. We will not change the finish time of your tour if you arrive late or aren't ready to begin your tour on schedule.
For example, if you've booked a four hour tour and you arrive thirty minutes late or spend the first thirty minutes of the time allotted for your tour doing things like changing clothes, using the bathroom, storing your luggage in lockers at the train station or buying food, the time remaining for your tour will be three hours and thirty minutes.
We suggest you plan ahead so you can be ready to begin your tour on time.
If we know you'll be late, our guides will wait for you until two hours after your expected arrival time or 30 minutes before the tour finish time stated on the booking form we email you, whichever comes first. If you don't arrive by then, your tour will be cancelled and our guides will depart the meeting point.
If we don't know you'll be late, our guides will wait for you until two hours after the tour start time stated on the booking form we email you. If you don't arrive by then, your tour will be cancelled and our guides will depart the meeting point.
If you inform us you've arrived after your tour has been cancelled and our guides have departed the meeting point, we will not restore your reservation or conduct your tour.
If your tour is cancelled because you arrive late or do not show up for your tour, we will not refund your tour fee or credit it toward a rescheduled tour.
The time allotted for your tour begins counting down at the start time you reserve and runs out at the finish time stated in the booking confirmation email we send you. We will not change the finish time of your tour if you arrive late or aren't ready to begin your tour on schedule.
For example, if you've booked a four hour tour and you arrive thirty minutes late or spend the first thirty minutes of the time allotted for your tour doing things like changing clothes, using the bathroom, storing your luggage in lockers at the train station or buying food, the time remaining for your tour will be three hours and thirty minutes.
We suggest you plan ahead so you can be ready to begin your tour on time.
The "typical duration" listed in a tour's description is intended to give you an idea of how long completing the tour itinerary takes with most of our guests. Our guides will always do their best to end your tour within the "maximum duration" listed in the tour description.
Our guests' walking, hiking and cycling speeds and the length and frequency of their stops for rest, food and drink, photography and exploration on foot vary widely, so guests sometimes complete a tour itinerary in less time than the typical duration stated in its description. If this happens during your tour, our guides will select additional sightseeing routes and/or attractions to add to your tour in order to bring its duration up to the typical range, if you so desire.
If your progress is slow enough that our guides determine you will not be able to complete the itinerary for your tour before its maximum duration has been reached, they will end the hiking, cycling or sightseeing-on-foot portion of the tour early so the support car can transport your party to the tour's end point within the tour's maximum duration. In such cases, your tour will conclude before you have covered the distance listed for the tour or completed its itinerary. We do not offer a guarantee you will be able to complete a tour itinerary within the maximum duration of the tour, nor do we offer partial or full refunds or discounts of the tour fee if you are unable to complete a tour itinerary within the maximum duration of the tour.
If you finish your tour's itinerary in less than the typical duration or are unable to cycle the distance listed for the tour or to complete its itinerary within its maximum duration, your tour fee will not be discounted, prorated or refunded.
Our guests' walking, hiking and cycling speeds and the length and frequency of their stops for rest, food and drink, photography and exploration on foot vary widely, so guests sometimes complete a tour itinerary in less time than the typical duration stated in its description. If this happens during your tour, our guides will select additional sightseeing routes and/or attractions to add to your tour in order to bring its duration up to the typical range, if you so desire.
If your progress is slow enough that our guides determine you will not be able to complete the itinerary for your tour before its maximum duration has been reached, they will end the hiking, cycling or sightseeing-on-foot portion of the tour early so the support car can transport your party to the tour's end point within the tour's maximum duration. In such cases, your tour will conclude before you have covered the distance listed for the tour or completed its itinerary. We do not offer a guarantee you will be able to complete a tour itinerary within the maximum duration of the tour, nor do we offer partial or full refunds or discounts of the tour fee if you are unable to complete a tour itinerary within the maximum duration of the tour.
If you finish your tour's itinerary in less than the typical duration or are unable to cycle the distance listed for the tour or to complete its itinerary within its maximum duration, your tour fee will not be discounted, prorated or refunded.
For all tours
If it rains during your tour, Fuji Bike Tour staff will provide umbrellas and/or rain ponchos so you can stay as dry as possible while outdoors. You will also have the option to remain in the support car instead of sightseeing outdoors.
If our guides determine that it is not safe to walk or drive due to bad weather or other hazards, we reserve the right to suspend these activities and substitute alternative activities we select.
We are usually unable to reschedule tours based on bad weather or a forecast of bad weather since tour dates become full far in advance.
See the rescheduling and cancellation policy above for details about what happens if you reschedule or cancel your tour for any reason, including bad weather or a forecast of bad weather.
For bike tours, bike and hike tours and hiking tours
If the weather is bad or is forecast to be bad, we will provide you with a free upgrade to a private tour by car of the same duration as your biking or hiking tour. We reserve the right to cancel or suspend biking or hiking for safety reasons and substitute a tour by car even if you prefer to proceed with biking or hiking in rain, snow or other bad weather conditions.
The unique geography of our tour areas commonly causes the weather forecast to be inaccurate until shortly before a given time. The forecast made two to ten days in advance may be unreliable even when it indicates a high chance of bad weather. To avoid unnecessary cancellations of hiking and biking activities due to inaccurate weather forecasts, we typically decide on short notice whether to substitute a tour by car for hiking or biking. We reserve the right to make such decisions and inform you of them at any time, including on very short notice, without prior warning.
If we inform you we will substitute a tour by car for hiking or biking, we will not later reinstate hiking or biking activities, even if the forecast improves or the weather on the tour day improves or is not as bad as forecast.
We do not offer refunds and discounts in case a tour by car is substituted for biking and/or hiking due to bad weather or a forecast of bad weather, even if the forecast improves or the weather on the tour day improves or is not as bad as forecast.
If it rains during your tour, Fuji Bike Tour staff will provide umbrellas and/or rain ponchos so you can stay as dry as possible while outdoors. You will also have the option to remain in the support car instead of sightseeing outdoors.
If our guides determine that it is not safe to walk or drive due to bad weather or other hazards, we reserve the right to suspend these activities and substitute alternative activities we select.
We are usually unable to reschedule tours based on bad weather or a forecast of bad weather since tour dates become full far in advance.
See the rescheduling and cancellation policy above for details about what happens if you reschedule or cancel your tour for any reason, including bad weather or a forecast of bad weather.
For bike tours, bike and hike tours and hiking tours
If the weather is bad or is forecast to be bad, we will provide you with a free upgrade to a private tour by car of the same duration as your biking or hiking tour. We reserve the right to cancel or suspend biking or hiking for safety reasons and substitute a tour by car even if you prefer to proceed with biking or hiking in rain, snow or other bad weather conditions.
The unique geography of our tour areas commonly causes the weather forecast to be inaccurate until shortly before a given time. The forecast made two to ten days in advance may be unreliable even when it indicates a high chance of bad weather. To avoid unnecessary cancellations of hiking and biking activities due to inaccurate weather forecasts, we typically decide on short notice whether to substitute a tour by car for hiking or biking. We reserve the right to make such decisions and inform you of them at any time, including on very short notice, without prior warning.
If we inform you we will substitute a tour by car for hiking or biking, we will not later reinstate hiking or biking activities, even if the forecast improves or the weather on the tour day improves or is not as bad as forecast.
We do not offer refunds and discounts in case a tour by car is substituted for biking and/or hiking due to bad weather or a forecast of bad weather, even if the forecast improves or the weather on the tour day improves or is not as bad as forecast.