Terms and Conditions

Last updated: September 26, 2025

Tranquwell is a trading name of SEED COMMERCE TOKYO CO.,LTD. The following booking conditions form the basis of your contract with SEED COMMERCE TOKYO CO.,LTD. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.

These booking conditions only apply to the trip arrangements which you book with us prior to departure and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “tour”, “arrangement”, or “itinerary creation” mean such arrangements unless otherwise stated and references to “departure” mean the start date of your trip with us.

In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means SEED COMMERCE TOKYO CO.,LTD.

Making your booking
Payment
Your contract
The cost of your trip
Special requests and medical conditions / disabilities / reduced mobility
Changes by you
Cancellation by you
Insurance
Changes and cancellation by us
Force Majeure
Itinerary Changes
Our Liability to you
Complaints and problems
Behavior and damage
Inclusions
Exclusions
Age
Excursions, activities and general area information
Passports, visas and health requirements
Website / advertising material accuracy
Safety standards
Photos & Marketing
Severability
Entire Agreement

Interpretation and Definitions

1. Making your booking

To make a booking, you must submit your details via email or other electronic means. The first named person on the booking (“party leader”) must confirm their acceptance of our booking conditions through these electronic means (e.g., by ticking an appropriate box or providing explicit affirmation). The party leader must be authorized to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By confirming acceptance of our booking conditions electronically, the party leader confirms that he/she is so authorized. The party leader is responsible for making all payments due to us and must be at least 18 when the booking is made.

Upon confirmation of the final proposal and decision to proceed, the party leader shall indicate their intention to contract via email or other electronic means. The final proposal will specify hotels and transportation; however, these are not yet confirmed bookings. The contract shall be deemed concluded upon payment of the stipulated initial fee, which is 20% of the total trip price, within 7 days of the date the payment method is presented. Upon contract formation, our company shall ensure the booking of the specified hotels and transportation, or equivalent class alternatives, and will provide the final confirmed itinerary at least 7 days prior to departure. No changes can be made to the itinerary after its final submission, except as stipulated in Clause 9. Please note that if the trip start date is within 60 days, the contract will be formed upon full payment within 7 days, and the initial 20% payment structure will not apply.

If you wish to, you may contact us by email for any of the reasons mentioned in these booking conditions (for example, to request an amendment), provided you do so by sending your communication to [email protected].

2. Payment

The Price shall be payable in the currency specified in the confirmed itinerary (we cannot accept payment for a single booking in multiple currencies).

Time for payment shall be of the essence. The due date will be communicated to you via email or other electronic means. If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date.

There are two payment options available.

(a) Credit Card VISA / MASTER / AMEX / JCB / Diners Club are accepted.

If a booking is made 60 days or more prior to the departure date, 20% of the total trip price shall be paid as a deposit within 7 days of the payment method being presented, and the remaining balance shall be paid in full by 60 days prior to the departure date. If a booking is made less than 60 days prior to the departure date, the full payment shall be made within 7 days of the payment method being presented. If a booking is made less than 14 days prior to the departure date, payment terms will be determined individually by our company.

(b) Wire Transfer Wire transfer is accepted. You are responsible for any applicable wire transfer fees. Please note, full price shall be payable within 7 days of receipt of the payment method being presented regardless of booking date for wire transfer payments. Additional surcharge can be payable after making a full payment.

3. Your contract

A binding contract between us comes into existence when the payment of the stipulated initial fee is completed. We both agree that Japanese law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (“claim”). We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the Courts of Japan. In this case, proceedings must either be brought in the Courts of your home country or those of Japan.

4. The cost of your trip

Please note, changes and errors occasionally occur. You must check the price of your chosen trip at the time of booking. We reserve the right to make changes to and correct errors in advertised prices at any time before your trip is confirmed. We will advise you of any error of which we are aware and of the then applicable price at the time of booking. Once the price of your selected trip has been confirmed at the time of booking, it will only be subject to change due to the correction of errors or in the event of a worldwide economic crisis or an equivalent unforeseen circumstance. Under no other circumstances will the price of confirmed bookings be altered.

Even in the above situation, only if the amount of any increase in our costs exceeds 10% of the total cost of your trip (excluding any amendment charges) will we levy a surcharge. If any surcharge is greater than 10% of the cost of your trip (excluding any amendment charges), you will be entitled to cancel your booking and receive a full refund of all monies you have paid to us (except for any amendment charges).

You have 14 days from the issue date printed on the additional fees quotation to tell us if you want to choose option (b) or (c) as set out in clause 9 below. If you do not tell us that you wish to choose either of these options within this period of time, we are entitled to assume that you do not wish to do so and will pay the surcharge. Any surcharge must be paid with the balance of the cost of the trip or within 14 days of the issue date printed on the additional fees quotation, whichever is the later.

Please note, arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your trip due to contractual and other protection in place.

We cannot provide refunds even if the cost of your trip decreases for the reasons set out above.

5. Special requests and medical conditions / disabilities / reduced mobility

If you have any special requests, you must advise us at the time of booking. Although we will endeavor to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation itinerary or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request will be complied (where it is possible to give this) where it is important to you. If you have any reduced mobility, you must notify our company at the time of booking. Should your reduced mobility significantly affect the safety or feasibility of the trip after all reasonable accommodations, we reserve the right to review or, if necessary, cancel the booking.

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfillment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

If you have any medical condition or disability which may affect your trip or suffer from reduced mobility or have any special requirements as a result of any medical condition, disability or reduced mobility (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability or your mobility occurs. You must also promptly advise us if any medical condition or disability which may affect your trip or reduction in your mobility develops after your booking has been confirmed.

6. Changes by you

Should you wish to make any changes to your confirmed trip, you must notify us in writing as soon as possible. Whilst we will endeavor to assist, we cannot guarantee we will be able to meet any such requests. Where we can, any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers will be payable. Certain changes may be treated as a cancellation of the original booking and rebooking in which case cancellation charges will apply – you will be advised at the time you make your request where applicable. Changes may result in the recalculation of the trip price where, for example, the basis on which the price of the original trip was calculated has changed.

If you are prevented from traveling (for example, as a result of your own illness or injury or the serious illness or injury of a close family member), you may transfer your place on your booking to someone else (introduced by you) providing we are notified not less than 2 weeks before departure. It can only be done once per trip. If done at the same time, multiple places can be transferred. Please note, we may not be able to transfer your place on your booking to someone else due to the nature of some tours. All costs and charges incurred by us and/or incurred or imposed by any of our suppliers must be paid before the transfer can be effected. Any overdue balance payment must also be received.

7. Cancellation by you

Should you need to cancel your trip once it has been confirmed, the party leader (or the person(s) concerned in the event of a part cancellation) must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us. Notification may be given by email. As we incur costs, including a planning fee, from the time we confirm your booking, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) canceling, excluding any amendment charges. Amendment charges are not refundable in the event of cancellation.

More than 60 days before Departure Date: 20% of the total price
30 days to 59 days before Departure Date: 50% of the total price
8 days to 29 days before Departure Date: 75% of the total price
7 days or less before Departure Date: 100% of the price

Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

A partial cancellation of a booking may result in our having to recalculate the price payable by those still traveling.

See clause 6 “Changes by you” if you are prevented from traveling.

8. Insurance

We recommend that you obtain sufficient and appropriate travel insurance for your trip. We strongly advise that, at a minimum, you obtain insurance for medical expenses (including medical repatriation).

9. Changes and cancellation by us

While our company always endeavors to avoid changes or cancellations, we reserve the right to do so.

Minor Changes: Most changes will be minor. A Minor Change is any alteration that does not significantly affect your trip. In such cases, the options outlined below for Major Changes will not apply, and no compensation will be payable.

Major Changes: Occasionally, we may be compelled to make a “Major Change” to your trip. A Major Change is defined as a change made before departure that, based on information provided by you at the time of booking and what a travel company could reasonably foresee, would significantly impact your trip. Examples of Major Changes include:

A change of accommodation to a lower official classification or standard for the whole or a major part of the duration.
A change of accommodation area for the whole or a major part of the duration.
For a tour, a significant alteration to the itinerary involving the substantial or complete omission of one or more major destinations.

Notification and Options for Major Changes or Cancellations:

If we must make a Major Change or cancel your trip, we will notify you as soon as possible. If there is sufficient time before departure, we will offer you the following alternatives:

(a) Accepting the changed arrangements; or

(b) Purchasing an alternative trip from us of a similar or higher standard to that originally booked (if available). We will offer at least one such alternative for which you will not pay more than the original trip price. If the alternative trip is cheaper, we will refund the difference. Should you decline the specific alternative offered, you may choose another trip available at that time, paying its applicable price (more if more expensive, refund if cheaper); or

(c) Cancelling your booking. This option is available if our alternative proposals are deemed unreasonable or if no suitable alternative can be prepared. In this case, you will receive a full and prompt refund of all monies you have paid to us.

Exceptions to Compensation:

Compensation will not be paid, and our liability will be limited to offering the above options, if:

We are forced to change or cancel due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even with all due care (Force Majeure, as defined in Clause 10).
We have to cancel because the minimum number of bookings required to operate your trip has not been reached (as specified elsewhere in these conditions).
We cancel due to your failure to comply with any requirement of these booking conditions (e.g., paying on time).

Changes or Termination After Departure:

Very rarely, we may be forced by “force majeure” (see clause 10) to change or terminate your trip after departure but before its scheduled end. This is extremely unlikely, but should it occur, we will pay an itinerary guarantee in accordance with Japan’s Standard Terms and Conditions, minus any taxes and handling fees that apply to your payment.

10. Force Majeure

Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of “force majeure”. In these booking conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include, whether actual or threatened, war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, flood, epidemic, closure of airports or airspace and all similar events outside our control.

11. Itinerary Changes

It may be necessary, sometimes at short notice, to make changes to an itinerary due to weather, traffic or road conditions. Regrettably, coaches, trains, boats do occasionally break down, or suffer mechanical or technical problems, or certain facilities on board a coach, train, boat may become faulty. Every effort will be made to rectify such issues as quickly as possible. In some instances, it may be necessary to replace the vehicle or boat which cannot be repaired. We cannot accept any responsibility for delays caused by any form of breakdown.

12.Our Liability to you

(1) We promise to make sure that the trip arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted trip arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted trip arrangements. Please note, it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).

We will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:

(i) the act(s) and/or omission(s) of the person(s) affected or

(ii) any member(s) of their party or the act(s) and/ or

(iii) omission(s) of a third party not connected with the provision of your trip and which were unforeseeable or unavoidable or ‘force majeure’ as defined in clause 10 above.

(2) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised by us and we have not agreed to arrange them as part of our contract and any excursion you purchase in resorts. Please also see clause 15. In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.

The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of Japan which would have applied had those services been provided in Japan.

(3) If our company is found liable for loss and/or damage to luggage or personal belongings (including money), the maximum amount you will receive will be US$1,000 per affected person. You must ensure you have adequate travel insurance to protect your personal belongings.

(4) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses including self-employed loss of earnings.

13. Complaints and problems

In the unlikely event that you have any reason to complain or experience any problems with your trip whilst away, you must immediately inform our local representative and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to our representative and the supplier as soon as possible. If you cannot contact our local representative for any reason and any complaint or problem is not resolved to your satisfaction by the supplier, you must contact us in the United States using the contact details we have provided you with, giving us full details and a contact number. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 7 days of your return home giving your booking reference and full details of your complaint. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

14. Behavior and damage

You accept responsibility for any damage or loss caused by you. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.

We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the trip of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

15. Inclusions

The tour price includes:

All accommodation as listed in the Tour Inclusions Section
All transport listed in the Tour Inclusions Section
Sight-seeing and meals as listed in the Tour Inclusions Section

16. Exclusions

The tour price does not include:

Flights to and from Japan, excess baggage fees, visas, insurance (including travel insurance), additional meals and beverages, items of a personal nature, admission fees (unless specified in “What’s Included”), gratuities, port taxes and fuel surcharges, departure taxes, optional activities, any other services not explicitly listed in the “What’s Included” section of the confirmed itinerary.

17. Age

No unaccompanied minors (i.e. those under 18 years of age) can be accepted on trips operated by us.

18. Excursions, activities and general area information

We cannot guarantee accuracy at all times of information given in relation to activities or excursions or about the areas you are visiting generally or that any particular excursion or activity which does not form part of our contract will take place as these services are not under our control. If you feel that any of the activities or excursions referred to in our brochure, on our website and in our other advertising material which are not part of our contract are vital to the enjoyment of your trip, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to area information and/or such outside activities or excursions which can reasonably be expected to affect your decision to book a trip with us, we will pass on this information at the time of booking.

19. Passports, visas and health requirements

It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty, costs or expenses being imposed on or incurred by us, you will be responsible for reimbursing us accordingly.

20. Website / advertising material accuracy

The information contained on our website and in our other advertising material is believed correct to the best of our knowledge at the time of printing or publication. However, errors may occasionally occur and information may subsequently change. You must therefore ensure you check all details of your chosen trip (including the price) with us [or your travel agent] at the time of booking.

21. Safety standards

Please note that the requirements and standards of Japan, where the services constituting your trip are provided, shall apply to those services, and the requirements and standards of your country shall not apply. Generally, these requirements and standards are not the same as those in your country and may, in some cases, be lower.

22. Photos & Marketing

You consent to Tranquwell using images taken of you during the tour or shared on Tranquwell social media accounts for advertising and promotional purposes in any media we choose. You grant Tranquwell a perpetual, royalty-free, worldwide, irrevocable license to use such images for publicity and promotional purposes.

23. Severability

If any provision or part of a provision of these booking conditions is found to be invalid, illegal, or unenforceable, the validity, legality, or enforceability of the remaining provisions or parts of the provisions shall not be affected or impaired in any way.

24. Entire Agreement

These booking conditions, together with the confirmed itinerary and any other documents expressly incorporated by reference, constitute the entire agreement between you and us, and supersede all prior discussions, negotiations, and agreements, whether written or oral, relating to the subject matter hereof.