Terms and cancellation policy

Cancellation and refund

From the moment a booking is confirmed, the vehicle and the chauffeur are held for that client alone and Driven Tokyo accepts no other work for those hours. Cancellation charges are counted from the date of service.

• Should Driven Tokyo be unable to confirm a chauffeur, the booking is refunded in full, whatever the notice.
• A delayed flight or ship is not a cancellation: your booking stands and the chauffeur will be there. The 60 minutes of included waiting cover it, and beyond those 60 minutes the hourly rate applies, as set out below.
• A date moved with more than 48 hours notice carries no charge where the vehicle can be placed on other work.

Refunds are returned to the card used for the booking and normally appear within three to seven working days. For anything unclear, write to [email protected]. The Japanese text, which is the legally filed version, is at 特定商取引法に基づく表記.

Waiting and no show

• Waiting at an airport is counted from the aircraft's actual landing time, never from the scheduled one.
• The 60 minutes are the whole of the included waiting, whatever the cause: a delayed aircraft, a long queue at immigration, baggage that does not arrive. Beyond them the chauffeur is paid at the full hourly rate of the vehicle booked, and so are we. A chauffeur standing in an arrivals hall is a chauffeur who cannot be anywhere else.
• Charged waiting runs in 30 minute blocks. Hours falling between 22:30 and 06:29 carry the night supplement.
• The chauffeur does not leave on his own initiative. He stays at the agreed meeting point until the vehicle is released, either by you or by us. There is no hidden cut off after which he simply disappears, and equally no point at which the clock stops on its own.
• A no show is never declared in silence. Before we release a vehicle we call and message every number we hold for you and contact your hotel where there is one. We release it only once it is clear the journey is not going to happen, and we tell you the moment we do.
• When a vehicle is released as a no show, the booking is charged in full, plus the waiting accrued beyond the included time.
• Please give us a mobile number that works in Japan, or the number you will answer on arrival. It is the single thing that prevents almost every problem at an airport.

How the service works

Driven Tokyo, operated by 6 Ltd (６株式会社), is a booking intermediary. It arranges licensed, fully authorised chauffeurs and transport operators in Tokyo, and never arranges unlicensed driving. Prices shown on the site are indicative and are fixed in writing when a booking is confirmed. Fuel, expressway tolls and parking are included in the price quoted unless stated otherwise, so there is nothing to settle on the day of service.

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