Cancellation & Waiting Policy
From the moment a booking is confirmed, the vehicle and the chauffeur are held for that client alone and Grand Luxe Tokyo accepts no other work for those hours. The terms below set out our cancellation, waiting and no-show policy clearly, so there are no surprises.
Cancellation and refund
Cancellation charges are counted from the date of service.
| 14 days or more before the service | No charge, full refund |
| 13 to 8 days before | 25% charged, 75% refunded |
| 7 days to the day before | 50% charged, 50% refunded |
| On the day of service, or no show | 100% charged, no refund |
- Should Grand Luxe 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 100 minutes of included waiting cover it, and beyond those 100 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.
Waiting and no show
| At an airport, from the actual landing time | 100 minutes included, then the full hourly rate in 30 minute blocks, delays included |
| At a hotel, an address or a station | 15 minutes included from the agreed time, then the hourly rate |
| The chauffeur waits until released | There is no automatic cut off. The meter runs in 30 minute blocks until the vehicle is released |
| No show | Declared when you or we release the vehicle. The booking is charged in full, plus the waiting accrued |
- Waiting at an airport is counted from the aircraft’s actual landing time, never from the scheduled one.
- The 100 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.
Questions about these terms? Contact us any time at info@grandluxetokyo.com or 080-9530-8225. Our team is available 24/7.