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User Guidelines and Service Standards
• Rush orders are only valid for the day of purchase; orders placed within 48 hours are considered rush orders and will be subject to price increases. Please confirm availability before placing your order.
• When placing an order, please provide the number of passengers, the number of pieces of luggage, and their dimensions (default 24 inches); please inform us in advance if you have pets.
• The vehicle model is subject to the actual vehicle dispatched; specifying Alphard defaults to Generation 1. If the vehicle model does not match, please keep your receipt and contact customer service.
• 22:00–07:00 is the night service period, and a night service fee will be charged (not included in the quoted price).
• Child seat: First seat free, 2000 yen per seat thereafter.
• The quoted price is for a single point-to-point pick-up and drop-off; please inform us of any additional stops or special requirements when requesting a quote.
• Services such as airport pick-up with signs, baggage handling, check-in assistance, and flight check-in assistance are available as paid value-added services.
• If the itinerary does not match the order, you must notify us 48 hours in advance; otherwise, the driver may refuse to carry you and will not provide a refund.
Flight and Waiting Guidelines
• Please notify customer service immediately if your flight is delayed; no refunds or changes are available if the first leg of your connecting flight is delayed/cancelled and you are unable to travel.
• Normal/delay within 2 hours: 90 minutes free waiting time.
• Arrive early: The driver will pick up the plane no later than the original scheduled time.
• Delays exceeding 2 hours: reassignment will be considered depending on the situation; if reassignment is not possible, cancellation will be made without penalty.
• If the delay results in overtime or the nighttime period, additional fees will need to be paid on-site.
Airport pick-up procedure (simplified)
• The driver will wait in the parking lot; after passengers collect their luggage, they will proceed to the temporary stop, which takes approximately 5–15 minutes by car.
• For those who purchase the sign-holding service, the driver will meet them at the arrival hall or exit.
Other provisions
• If the destination is subject to traffic control, we will stop at the nearest safe location.
• For airport transfers, it is recommended to arrive 3 hours in advance for international flights (an additional hour in advance on holidays).
• Any price difference resulting from itinerary changes, as well as ferry fees, sea crossing fees, tickets, personal expenses, etc., must be paid on-site; if payment is not made, the driver may refuse to carry the passenger and will not provide a refund.
• Eating is prohibited inside the vehicle; cleaning or repair fees will apply for any damage caused.
• Please check your luggage and valuables before getting on and off the vehicle; if anything is lost, please contact the driver or customer service immediately.
• Obey local traffic regulations and wear your seatbelt at all times.
• In case of emergencies, please contact customer service and keep relevant receipts.
The platform reserves the right of final interpretation.
