Go Japan - Booking & Advisory Services Terms and Conditions

Last Updated: May 16th, 2026

Please read these Booking & Advisory Services Terms and Conditions ("Terms") carefully. They explain your rights and obligations, and what Go Japan is and is not responsible for.

These Terms apply to every enquiry, proposal and booking made with Go Japan, whether by email, phone, online or through a travel agent. You accept these Terms when you confirm your booking proposal in writing or pay your deposit, whichever happens first. Please also read the Travel Provider terms that apply to your booking (see clause 2.3).

Your rights under Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where these Terms limit our liability, they do so only to the extent the law allows.

1. Definitions

• "Go Japan", "we", "us", "our" means Go Japan (ABN 97 992 125 122), an Australian business operating remotely.

• "You", "your", "the client" means the person making the booking and every traveller included in it.

• "Booking & Advisory Services" means the services Go Japan itself provides: travel consultancy and advice, destination recommendations, itinerary planning and design, communications with you and with Travel Providers, and the arrangement, coordination and administration of your bookings.

• "Travel Provider" means the independent business that supplies a Travel Product, including Japan-based Destination Management Companies (DMCs), tour operators, hotels and ryokan, transport and cruise operators, guides, and attraction and activity operators.

• "Travel Product" means a travel service supplied by a Travel Provider, such as tours, guiding, transport, accommodation, cruises, activities and meals.

• "Booking Proposal" means the written proposal, quotation or invoice we give you for your booking.

• "Service Fee" means the Go Japan fee for Booking & Advisory Services, shown separately in your Booking Proposal.

2. Our Role

2.1 Go Japan is an Australian travel consultancy and booking agent

(a) Go Japan's Japan specialists design travel packages, tours and itineraries, which are then priced, confirmed and operated by Go Japan's land operator and DMC partners. Go Japan also offers ready-made packages and tours prepared by its DMC and Travel Provider partners in Japan. Go Japan provides Booking & Advisory Services and sells Travel Products on behalf of these Travel Providers. Go Japan does not own or operate tours, transport, accommodation, guiding or any other Travel Product.

(b) When you book, Go Japan provides the Booking & Advisory Services, and your Travel Products are supplied by our Travel Provider partners under their own terms and conditions. We will provide those terms to you before you confirm your booking. The Travel Providers delivering your trip will be named in your booking confirmation and travel documents.

Go Japan designs and arranges your trip; our Travel Provider partners operate and deliver it, under the terms we share with you.

2.2 What Go Japan is responsible for

(a) Go Japan is responsible for its Booking & Advisory Services. We will provide them with due care and skill, and our advice is given in good faith based on the information available at the time.

(b) Go Japan is responsible for passing your instructions, payments and requests to Travel Providers accurately and on time, and for passing on to you any refunds we receive from them.

2.3 What Travel Providers are responsible for

(a) Each Travel Provider is responsible for its own Travel Products, including reservations, operations, guiding, transport, accommodation and the standard of its services, and for any guarantees that apply to them.

(b) Travel Products are supplied under the Travel Provider's own terms and conditions. We will give you the key Travel Provider terms, or a link to them, before you confirm your booking. Where those terms are stricter than these Terms (for example, earlier payment deadlines or higher cancellation fees), they will be stated in your Booking Proposal and will apply to your booking.

(c) Descriptions, photos and information about Travel Products are provided by the Travel Providers. We take care to pass them on accurately, but we do not guarantee their accuracy.

2.4 Limitation of Go Japan's liability

Go Japan remains responsible for its own obligations under clause 2.2 and under the law. Describing a Travel Provider as independent does not remove those obligations. Subject to the Australian Consumer Law, and except where Go Japan has itself failed to meet its own obligations, Go Japan is not liable for loss, damage, injury, delay, additional expense or disappointment caused by:

• the acts, omissions, failures or delays of a Travel Provider or other third party in supplying a Travel Product;

• the standard or delivery of a Travel Product, which is the Travel Provider's responsibility; or

• inaccurate information supplied by Travel Providers or other third parties, where Go Japan passed it on in good faith.

Claims about the delivery of a Travel Product are generally made against the Travel Provider, and we will help you make them. Further limits on liability are in clause 14.

2.5 Authority of the person booking

The person making the booking confirms that they are at least 18 years old and are authorised to accept these Terms and the Travel Provider terms on behalf of every traveller in the booking. We will rely on that authority, even where travellers pay separately.

3. Fees, Deposits and Payments

3.1 Go Japan Service Fee

(a) Go Japan charges a Service Fee for its Booking & Advisory Services. The Service Fee covers our travel consultancy and advice, itinerary design and planning, communications with you and with Travel Providers, the arrangement of your Travel Products, and booking administration.

(b) The Service Fee is shown as a separate amount in your Booking Proposal. It is in addition to the price of the Travel Products and to any fees or non-refundable amounts charged by Travel Providers.

(c) The Service Fee is earned once your booking is confirmed, because most of our work is done before that point. It is non-refundable, including if you cancel, if a Travel Product is not used, or if a Travel Provider cancels, subject to clause 3.1(d) and your rights under the Australian Consumer Law.

(d) The Service Fee will be refunded if your booking is cancelled because of Go Japan's own error or breach, or if you or we cancel under clause 4.3 (price increase of more than 10%), clause 6.3(c) or (d) (material or obvious error), or clause 7 (minimum numbers not reached).

3.2 Schedule of fees

Travel Provider fees and charges are in addition to these fees and are set out in the Travel Provider terms.

3.3 Deposit and booking confirmation

(a) A deposit is required to confirm your booking. It is the greater of the percentage or the minimum amount per person stated in your Booking Proposal, which depends on the Travel Product, the Travel Provider's terms and the time before travel.

(b) Your booking is confirmed only when:

• we have received your deposit in cleared funds;

• the Travel Providers have confirmed your Travel Products, where their confirmation is needed; and

• we have sent you written confirmation.

(c) If a Travel Product cannot be confirmed after you have paid, we will offer you an alternative or refund the amount paid for that Travel Product.

(d) The deposit is non-refundable if you cancel or change your mind, subject to your rights under the Australian Consumer Law. The deposit counts towards any cancellation fee under clause 5. Where a refund is due under clauses 3.1(d), 4.3, 6 or 7, the deposit is included in that refund to the extent those clauses say.

3.4 Final payment

(a) The balance is due [70] days before your arrival in Japan, unless your Booking Proposal states a different date. Bookings made inside this period must be paid in full when made.

(b) Some Travel Providers require earlier payment. Where they do, the earlier date will be stated in your Booking Proposal.

3.5 Failure to pay

(a) Every payment and decision deadline, including any earlier Travel Provider deadlines, will be stated in writing in your Booking Proposal or invoice before you commit. If the deposit is not received by its due date, your proposal may lapse and any provisional arrangements may be released.

(b) If any part payment or the final balance is not received by its due date, Go Japan will send you a written reminder where reasonably practicable. If payment is still not received by the date in the reminder, Go Japan reserves the right to treat your booking as cancelled under these Terms. Where a Travel Provider deadline does not allow time for a reminder, we will contact you by the quickest available means before cancelling.

(c) If your booking is cancelled for non-payment, the cancellation fees in clause 5 (or the Travel Provider cancellation terms in your Booking Proposal) apply. We will give you a written breakdown of the charges, and the same cost will not be charged twice.

3.6 Payment methods and security

(a) Payments are made by bank transfer only. Go Japan does not accept credit card payments. Bank transfers can take up to 5 business days to clear, so please allow time before each due date.

(b) Go Japan will never change its bank details by email. If you receive a request to pay into a new account, call us to confirm the details before you pay.

3.7 Commissions

In addition to the Service Fee, Go Japan may receive commissions or other payments from Travel Providers in connection with your booking.

4. Prices and Currency

4.1 Prices are quoted in Australian dollars (AUD) unless stated otherwise. Some Travel Products are priced in Japanese yen (JPY), so prices depend on exchange rates, taxes and Travel Provider rates at the time of quoting. Prices are not guaranteed until your booking is confirmed.

4.2 Once your booking is paid in full, your price will not change, except for new government taxes or charges, or the correction of an error under clause 6.3.

4.3 Before your booking is paid in full, the price may change because of currency fluctuations, fuel surcharges, or new or increased taxes or Travel Provider charges. We will tell you in writing with the reason. If the increase is more than 10% of the total booking price, you may cancel within 14 days of our notice and receive a full refund of all money paid, including the deposit and Service Fee. Otherwise, the new price applies.

4.4 Some accommodation taxes in Japan are paid locally in JPY at check-in. We will tell you about these in advance where we know of them.

5. Cancellations and Changes by You

5.1 How to cancel

Cancellations must be made in writing (email is accepted) and take effect on the day we receive them. A phone call, an enquiry about cancelling, or a request to change a booking is not a cancellation.

5.2 Cancellation fees

(a) Unless your Booking Proposal states different Travel Provider cancellation terms, the following fees apply. They are a percentage of the total booking price, which includes the Service Fee:

(b) The deposit already paid counts towards these fees. Any amount you have paid above the applicable fee will be refunded within [21] days of your cancellation.

(c) Where your Booking Proposal states Travel Provider cancellation terms for a Travel Product (for example set-departure tours, cruises or group bookings), those terms apply to that Travel Product, together with the Service Fee.

(d) If one or more travellers in a booking cancel, these fees apply to their share of the booking. Travellers who continue may need to pay any resulting price changes, such as single supplements or changes to group rates.

(e) It is not within Go Japan's power to decide whether a Travel Provider will give a refund beyond its own terms. Where it does, we will pass it on to you.

5.3 Unused services, no-shows and flight delays

(a) No refund will be given for any Travel Product you choose not to use, or miss because of late arrival, early departure or failure to attend at the advised time. If a Travel Provider refunds any unused portion, we will pass it on to you.

(b) If your flight or other transport is delayed, cancelled or missed, please tell Go Japan (or the Travel Provider contact in your travel documents) as soon as possible. Some Travel Providers, including hotels and ryokan, may cancel the rest of a booking after a first-night no-show, and transfers may not wait. Early notice gives us the best chance to hold or rearrange your services, although this cannot be guaranteed.

(c) Go Japan cannot refund Travel Products lost because of a delayed, cancelled or missed flight or other transport not arranged by us, as those Travel Products have already been paid to Travel Providers. The value of lost services, and any extra costs such as replacement services, accommodation or transport, should be claimed through your travel insurance. We will provide documents to support your claim on request.

5.4 Changes you request

(a) We will try to help with changes after confirmation, but they depend on Travel Provider availability. Each change may incur Travel Provider charges plus the Go Japan amendment fee in clause 3.2. We will tell you the known costs before making a change, and will not make a chargeable change without your approval.

(b) Changing to a different travel date or departure is treated as a cancellation and a new booking, unless the Travel Provider agrees to move the booking.

(c) Name changes are only possible where the Travel Provider allows them. Names must match passports exactly, as some Travel Providers refuse service or cancel bookings where names do not match.

(d) No amendment fee is charged where a change is needed because of Go Japan's error.

6. Changes by Travel Providers, and Errors

6.1 Changes and cancellations by Travel Providers

(a) Travel Products are subject to availability and Travel Providers may change or withdraw them, for example because of weather, low participation or operational needs. We will tell you as soon as possible and offer alternatives where we can.

(b) If a Travel Provider cancels a Travel Product, or makes a significant change to it, for reasons other than force majeure (clause 8), you may choose either a comparable alternative (with a refund of any price difference if it costs less), or a refund of all money paid for that Travel Product. The Service Fee is retained for the work already done, subject to clause 3.1(d).

6.2 Minor and significant changes

(a) Minor changes are not significant and do not give a right to cancel without fees. These include changes to the order of sightseeing or activities, changes to times, a change of guide, and a change of hotel to one of a similar or higher standard.

(b) Significant changes include a change to your travel dates, the removal of a destination or a main inclusion, or a downgrade in accommodation standard.

6.3 Errors and omissions

(a) We take care to make sure our website, Booking Proposals and documents are accurate. However, errors or omissions can occur, and we reserve the right to correct any error or omission in prices, itineraries or documents, including after your booking is confirmed. We will tell you as soon as possible.

(b) Minor corrections, such as typographical errors, changes to the order of activities or changes to times, do not give a right to cancel without fees.

(c) If a correction is material (a price increase of more than 10%, a change to your travel dates, the removal of a destination or a main inclusion, or a downgrade in accommodation), you may cancel within 14 days of our notice and receive a refund of all money paid, including the deposit and Service Fee. If you do not cancel within that time, the corrected booking applies.

(d) Where a price is obviously wrong because of a clerical, data-entry or calculation error, we may cancel the booking and refund all money paid. To the extent permitted by law, we will not be liable for any other costs in that case.

7. Minimum Numbers

(a) Some small-group and set-departure tours need a minimum number of travellers to operate. The minimum will be stated in your Booking Proposal.

(b) If the minimum is not reached, we will tell you no later than [60] days before departure. You may choose a different date or tour, or receive a full refund of all money paid, including the deposit and Service Fee.

(c) We strongly recommend that you do not book non-refundable flights until your tour is confirmed as operating. Go Japan is not responsible for other travel arrangements affected by a minimum-numbers cancellation.

8. Force Majeure

8.1 Subject to your rights under the Australian Consumer Law, Go Japan is not liable for any failure or delay in providing Booking & Advisory Services or Travel Products caused by events beyond our reasonable control ("force majeure events"). These include natural disasters such as earthquakes, tsunamis, typhoons, floods and volcanic eruptions, severe weather, fire, accident, war, terrorism, riot or civil unrest, epidemics, pandemics, quarantine and other public health emergencies, government acts or restrictions, border closures, changes in law, national strikes and major transport or communications breakdowns.

8.2 A force majeure event does not include:

• your financial difficulty, or the financial difficulty of anyone you book for;

• changes in market prices or conditions; or

• any inability to pay amounts due under these Terms.

8.3 If a force majeure event affects your booking, Go Japan and its Travel Providers may change, postpone or cancel affected Travel Products. Your entitlement to a refund, credit or rescheduled booking for those Travel Products depends on the Travel Provider terms, subject to your rights under the Australian Consumer Law.

8.4 Where you are entitled to a refund or credit from a Travel Provider, we will work with the Travel Provider to obtain it and pass on everything we receive as soon as reasonably practicable. We will give you a written breakdown of any amounts the Travel Provider has kept. We cannot guarantee a refund the Travel Provider has not confirmed.

8.5 For the avoidance of doubt, if a force majeure event occurs, the following are non-refundable, subject to any right to a refund you have under the Australian Consumer Law:

• the Go Japan Service Fee paid for your booking (clause 3.1), as it covers work already completed; and

• any other fees in the schedule of fees (clause 3.2) for work already completed.

8.6 Go Japan is not responsible for other costs you incur because of a force majeure event, such as flights, visas or insurance. We strongly recommend travel insurance that covers these events (clause 13).

9. Client Responsibilities and Conduct

You are responsible for:

• providing accurate and complete details for every traveller, with names exactly as shown on passports;

• checking your Booking Proposal, invoices and travel documents promptly, and telling us about any errors straight away;

• meeting payment deadlines;

• holding valid passports, visas and other travel documents;

• complying with local laws and customs, and respecting cultural etiquette as advised; and

• taking reasonable care of your own safety and belongings.

Disruptive or unlawful behaviour may lead to action under clause 9A.4.

9A.1 Clients must follow all reasonable instructions from tour guides, drivers, tour leaders and Travel Provider staff, including instructions about safety, timing, routes, rest breaks and parking. In Japan, drivers' working hours, rest breaks and parking are regulated by law and cannot be changed at the client's request.

9A.2 Clients must treat guides, drivers, hotel staff and all Travel Provider personnel with courtesy and respect. Abusive, threatening, harassing or unreasonably demanding behaviour will not be tolerated.

9A.3 Where no Tour Leader travels with a group, the local guide is also responsible for operational duties (including dietary, allergy and venue coordination). Clients must allow the guide reasonable time to carry out these duties.

9A.4 If a client's or group's behaviour, in the reasonable opinion of Go Japan or its Travel Providers, puts the safety, wellbeing or smooth running of the tour at risk, Go Japan and/or its Travel Providers may take action that is proportionate to the circumstances, which may include:

• give a verbal or written warning;

• exclude the individual(s) concerned from any service or activity;

• withdraw guiding, transport or other services, in full or in part; or

• suspend or end the tour for the individual(s) or the whole group.

We will usually give a warning first. Where the safety of guides, drivers, other guests or the client is at immediate risk, action may be taken without prior warning.

9A.5 If services are withdrawn, suspended or ended under this clause, no refund, credit or compensation will be given for the unused services affected, subject to your rights under the Australian Consumer Law. The client (or group) is responsible for the reasonable additional costs that result directly from the conduct, such as alternative transport, accommodation, meals, rebooking fees and return travel. Go Japan will provide evidence of these costs on request.

9A.6 Clients are liable for reasonable, evidenced damage, loss or costs directly caused by their conduct, including such costs claimed by Travel Providers against Go Japan, subject to applicable law.

9B.1 Where a booking is made through a travel agent or other intermediary, that agent contracts with Go Japan as principal. The agent is responsible for passing these Terms (including clause 9A) on to every traveller before travel, and for each traveller's acceptance of them.

9B.2 Each group booking must nominate a Group Organiser or Leader, who is responsible for passing on instructions to the group and for the group's conduct while travelling.

9B.3 If Go Japan or a Travel Provider raises a conduct or safety concern, the agent and/or Group Organiser must act promptly to resolve it when asked. Failure to do so may lead to action under clause 9A.4.

9B.4 The agent is responsible for reasonable, evidenced losses that Go Japan incurs because the agent failed to pass these Terms on to its travellers, or failed to act when asked under clause 9B.3. The agent is not responsible under these Terms for a traveller's conduct that the agent did not cause and could not reasonably control. Agents may also agree further terms with Go Japan in a separate agent agreement.

9B.5 Where a Travel Provider's own terms allow it to withdraw or suspend services because of guest conduct, Go Japan may rely on that Travel Provider's decision, and clause 9A.5 applies.

10. Health, Fitness, Medical Conditions and Dietary Requirements

10.1 Health and fitness

You are responsible for making sure you have a suitable level of health and fitness for the trip you choose. Some itineraries involve a lot of walking, stairs, uneven ground, hot or cold weather, or long travel days. If you are unsure whether a trip suits you, please talk to us before booking.

10.2 Disclosing medical conditions

(a) You must tell us in writing, before or when you book, about any pre-existing medical condition, mobility need or disability that may affect your ability to take part in the trip, or that may need assistance or adjustments. This lets us choose suitable Travel Products and inform Travel Providers. You are responsible for getting medical advice on whether you are fit to travel.

(b) Where you tell us about a condition or need, we will work with you and the Travel Providers to identify reasonable adjustments or suitable alternatives. If a Travel Provider cannot safely meet a particular need, we will tell you and discuss the options, such as alternative arrangements or changes to the itinerary. If this happens after your booking is confirmed and no suitable arrangement can be found, you may cancel and receive a refund of all money paid for the affected Travel Products, less any Travel Provider charges that cannot be recovered.

10.3 New or undisclosed medical conditions

(a) You must tell us promptly in writing about any new or changed medical condition before travel.

(b) If a pre-existing or new condition is not disclosed to Go Japan, Go Japan is not liable for any cancellation, missed services, or inability to join or take part in a tour or other Travel Product that results from it. Any cancellation is treated as a cancellation by you under clause 5, and no refund is given for Travel Products missed (clause 5.3), subject to your rights under the Australian Consumer Law. We recommend travel insurance that covers these situations (clause 13).

10.4 Dietary requirements and allergies

Please tell us about dietary requirements and allergies when you book, and no later than 7 days after your booking is confirmed. We will pass them on to Travel Providers, but we cannot guarantee every request can be met, particularly in regional areas of Japan. You are responsible for checking that meals and drinks are suitable for you. Go Japan is not liable for meals or drinks that contain allergens, except where we have been negligent.

10.5 Other special requests

We will pass on other special requests, such as room types or accessibility needs, to Travel Providers. They are not guaranteed unless a Travel Provider confirms them in writing.

10.6 Health information is handled in line with our Privacy Policy (clause 16).

11. School Groups and Travellers Under 18

(a) Travellers under 18 must travel with a parent, guardian or nominated supervising adult. For school and youth groups, the school or organising body and its supervising staff are responsible for the supervision, welfare and conduct of students at all times.

(b) The school or organising body must obtain parental consent and medical information for every student, and confirm in writing that this has been done before travel.

12. Passports, Visas and Flights

(a) You are responsible for holding a valid passport (we recommend at least 6 months' validity beyond your return date) and for meeting the visa, entry and health requirements of Japan and every other country on your route. Please check current requirements with official government sources before you travel.

(b) Go Japan does not arrange visas and does not give immigration advice. We are not responsible if you are refused boarding or entry because of your travel documents.

(c) Unless your Booking Proposal says otherwise, Go Japan does not arrange international flights. Flights are governed by the airline's own terms, and you are responsible for reconfirming flight times before departure.

13. Travel Insurance

(a) We strongly recommend that every traveller buys comprehensive travel insurance when paying the deposit, because cancellation fees apply from that time. It should cover cancellation, medical and evacuation costs, curtailment, travel delays and missed connections, lost luggage and supplier failure.

(b) It is your responsibility to make sure your cover is adequate. If you choose not to buy insurance, you will be responsible for any costs that insurance would otherwise have covered. Go Japan may ask you to confirm in writing that you have declined insurance.

14. Acceptance of Risk and Limits on Liability

14.1 Acceptance of risk

Travel involves risks that may be greater than in everyday life, including natural events common in Japan such as earthquakes, typhoons, heavy snow and extreme heat. Before you travel, we recommend you read your own government's official travel advice for Japan (for Australian residents, this is the Australian Government's Smartraveller advice). You accept the inherent risks of travel that are beyond the reasonable control of Go Japan and its Travel Providers. Travel Products in Japan are provided under Japanese laws and standards, which may differ from those in your home country.

14.2 Limits on liability

Subject to the Australian Consumer Law and to the extent permitted by law:

• Go Japan is not liable for loss caused by your own acts or omissions, including failure to follow reasonable instructions or to meet your responsibilities under clauses 9 to 13;

• Go Japan is not liable for indirect or consequential loss, including loss of enjoyment, income or opportunity, or damages for disappointment;

• Go Japan does not guarantee scheduled arrival or departure times, and is not responsible for missed connections caused by delays;

• Go Japan is not responsible for optional activities or excursions you book or buy yourself during your trip; and

• where Go Japan's liability for failing to meet a consumer guarantee can be limited, it is limited to supplying the Booking & Advisory Services again or paying the cost of having them supplied again.

15. Complaints

(a) If something goes wrong during your trip, please tell the Travel Provider and Go Japan straight away, so the problem can be fixed while you are travelling.

(b) If you remain unhappy, please send your complaint in writing to letsgo@gojapan.com.au within 30 days of your return, so we can raise it with Travel Providers while records are available. This timeframe does not affect your legal rights.

(c) We will acknowledge your complaint within 7 days and work with you and the Travel Provider to seek a fair resolution. Where an issue is within a Travel Provider's control, we cannot guarantee the outcome, but we will advocate on your behalf.

16. Privacy and Image Release

(a) We handle your personal information in line with our Privacy Policy. To arrange your booking, we share your details with Travel Providers in Japan and other countries.

(b) During your trip, Go Japan, tour leaders or Travel Providers may take photos or videos in which you appear. You agree that we may use these images for promotional and marketing purposes, including on our website and social media, without payment to you. If you do not want your image used, please tell us in writing at least 21 days before departure. You can also ask us at any time afterwards, and we will stop using it in new material.

(c) We will not use images of travellers under 18 without written consent from a parent, guardian, or the school or organising body.

17. Intellectual Property

Itineraries, Booking Proposals and other materials prepared by Go Japan are our original work. They are provided for your personal use in planning and booking your trip with us, and must not be copied, published or shared for commercial purposes without our permission.

18. General

(a) These Terms, your Booking Proposal and the Travel Provider terms disclosed to you make up the whole agreement for your booking. If your Booking Proposal conflicts with these Terms, the Booking Proposal applies.

(b) We may update these Terms from time to time. The version in force when you booked applies to your booking.

(c) If any part of these Terms is found to be invalid or unenforceable, it will be read down or severed, and the rest of the Terms continue to apply.

(d) These Terms are governed by the laws of Victoria, Australia. You and Go Japan agree to the non-exclusive jurisdiction of the courts of Victoria and the federal courts of Australia.

19. Contact

Go Japan (ABN 97 992 125 122)

Email: letsgo@gojapan.com.au

Website: www.gojapan.com.au

Credits

Photos, Images and Brand logos are credited to their respective owners
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