Terms and Conditions

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Membership Terms

DeNA TRAVEL ("Website") is operated by DeNA Travel Co. Ltd. ("Company") is a Japanese company.
The Company stipulates the following "Membership terms" and all other terms and conditions (“T&C”) for customers ("Users") who use the Website. Please read the “T&C” in connection with the Website and our services carefully ―use of this Website and/or registration mean acceptance of all of T&C.

Article 1 Use of Website

  1. User must be at least 18 or possess the legal authority to create a biding legal obligation. If the Users is minors, the Company regards that this Users have the consent of a parent or guardian.
  2. By registration and using this Website and/or the Services, Users are deemed to agree to the T&C and will comply with the T&C in connection with our services.
  3. Users shall observe the commonsense and decency in use of the Website.

Article 2 Refusal of Services

The Company reserves the right to restrict or refuse the provision of any services to any User if such User infringes the rights of a third party, makes a false entry for User registration disrupts, any aspect of the Company's services, or if the Company deems such User's actions inappropriate, including any violation of T&C.

Article 3 Website Environment and Settings

Services provided by the Website are offered for Users who correctly configure the settings on their own devices. The Company shall not be held liable for any outcomes caused by the User not configuring the appropriate settings and any impact caused by such settings. Furthermore, the Company will not held liable for any damages arising from circumstances related to any environment settings configured on a User's device(s) (including all causes beyond the Company's control) where Company's services fail to operate properly.

Article 4 Registration Conditions

  1. User shall represents and warrants that all personal data and information (real name, age, sex, Users’ own e-mail address etc.) provided during the registration process is up to date, complete, accurate and true.
  2. Registration may only be performed by the party concerned: registrations on behalf of another party are not accepted.
  3. Registration of Company-specified data is optional. In this case, the Users may not benefit fully the service from the Website.

Article 5 Orders

  1. The booking and/or purchase by Users (“Orders”) are complete filling out Users’ information in the Website and the Users made sure the completion screen of orders or received the orders mail from Company.
  2. Users apply for products/services provided by the Order, and make payments.

Article 6 Users' Responsibilities

  1. User can visit the Website and use its functionality for personal, not commercial, lawfully use only. When doing a search in the search engine, making reservations or processing purchase orders, the User recognizes and states that they are acting in a purely personal capacity.
  2. When using the Website, Users shall bear responsibility for their own acts and any actions taken using their own ID number (including, but not limited to, e-mail address and itinerary number, etc.) and the outcome of such acts, regardless of whether the result of that User's own act or negligence. If any User causes damage to a third party using the Website, that User alone shall be responsible, at that User's sole expense, for the resolution of any dispute(s) with such third party. If the User violates any of these terms and causes any damage to the Company, the Company shall be able to claim all such damages against such User.

Article 7 Company’ exemption

  1. The Company shall clearly describe the type of contract for each product/service provided on the Website, when providing a product/service to a User.
  2. Priority in services provided by the Website over services provided by others (bookings through airlines, etc.) is not ensured in the Orders of any products or services via the Website. Therefore, seats, accommodations, and other products/services may not be available for the orders depending on availability.
  3. In the following case, the Company may modify and/or cancel the Orders without the prior consent;
    • If any orders have a potentially invalid and illegal;
    • On the occurrence of any event of force majeure conditions or emergency situations;
    • If the Company perceives the necessity of modifying and/or canceling the orders;

Article 8 Cancellations and Changes

The Company may modify and/or cancel the content of reservations or applications only when instructed by the User to do so via the Website. The Users may be charged the penalty or cancellation fee by the Company.

Article 9 Credit/Debit Cards

  1. Users may make payments by Users’ credit cards (including debit cards) when purchasing a product/service provided via the Website.
  2. Only the following credit cards may be used in connection with the Website:
    • VISA
    • MASTERCARD
  3. When using a credit card to make a payment on the Website, Users shall comply with these terms and any terms of the credit card company.

Article 10 Free Sign-up

There is no registration, using and accessing fee for the website.

Article 11 Log in Information

  1. Users’ e-mail address and itinerary number is required for log in the Website.
  2. Users’ shall be responsible for managing their itinerary number.
  3. The Company shall not be held liable for any losses related to a third party's fraudulent use of your itinerary number and/or e-mail address.

Article 12 Changes to User Data

Each User can change certain Users’ data designated by the Company via the Website. When there is a change in the User's personal data, the User shall promptly change the relevant registration information. The Company shall not be responsible for any service disruption due to the User's failure or error in changing that User's personal data.

Article 13 Handling of Privacy and Personal Information

Use of the services of the Company is also governed by the Company's privacy policy.

Article 14 Prohibitions

The following acts are prohibited:

  • Acts that infringe or may infringe any rights of copyright, property rights, privacy rights, or other rights of any other User or third party;
  • Acts that disadvantage or may disadvantage or cause any damages in respect of any other User, third party, or the Company, in addition to those described in the preceding paragraph;
  • Acts that defame any other User, third party, or the Company, or acts that are contrary to public order or morality, or acts that may be perceived as contrary to same, or acts to provide information that are contrary to same to any other User or third party;
  • Criminal acts, acts that lead to criminal acts, or acts that may lead to criminal acts;
  • Acts for commercial purposes through the Website or related to the Website without the Company's approval, or similar acts;
  • Any illegal use of log in information (including, but not limited to, e-mail address and itinerary number);
  • Acts to use or provide harmful programs such as computer viruses through the Website or related to the Website;
  • Any act that violates or may violate any applicable laws or regulations; and
  • Acts deemed inappropriate by Company.

Article 15 Third-party Content

Any content available via the Website provided by a copyright owner other than the Company who is clearly identified as such is subject to any and all conditions stipulated by such owner.

Article 16 Termination and suspension

The Company may terminate or suspend operation of the Website or any portion thereof in any of the following cases:

  • Regular or emergency maintenance;
  • Due to war, riot, act of God, commotion, labor disputes, earthquake, volcanic eruption, flood, tsunami, fire, power failure, or other cause beyond the control of the Company; or When the Company deems suspension necessary.

Article 17 Notice of Systems Maintenance

The Company may provide notice of maintenance and other services to Website systems, which may result in suspension of or changes to the Website without prior notice.

Article 18 Changes to the Terms of T&C

  1. The Company may change the terms of T&C without prior notice.
  2. When the Company changes these terms, the Company shall note this on the Website, and changes shall be effective from such posting. Therefore, please check the Website regularly for any changes.

Article 19 Disputes

This Membership terms and/or any dispute between Users and the Company shall be governed by the laws of Japan excluding its conflicts of law rules. Users and the Company agree to submit to the exclusive jurisdiction of, and venue in, the Tokyo District Court in Japan with respect to any dispute between Users and the Company. Users hereby waive all defenses of lack of personal jurisdiction and forum non convenience with respect to this choice of jurisdiction and venue. This choice of jurisdiction and venue does not prevent either Users or the Company from seeking injunctive relief for any violation of intellectual property rights or confidentiality obligations in any appropriate jurisdiction.

Article 20 Effective Date

The terms are effective from May 26, 2016.

DeNA Travel Co., Ltd.

Shinjuku Sankocho Bldg, 5-15-5 Shinjuku, Shinjuku-ku, Tokyo 160-8341, Japan

Privacy Policy

Basic policy

The Company shall comply with laws, regulations and standards applied in relation to this Privacy policy regarding the handling of personal information, in order to strictly manage and protect the Users’ information (including, without limitation to name, age, date of birth, phone number, e-mail address, postal address, etc. hereinafter referred to as personal information) of users of this Website that the Company obtains via the Websites, etc., and shall also review and improve the following efforts when necessary.


  • Except as set forth in this Privacy Policy, the words and expressions shall have the same meaning as those set forth in Membership Terms.
  • The Company shall manage the personal information in accordance with this Privacy Policy and industry standards.
  • The Company has established the Privacy policy on information security and shall regularly carry out employee training and audits concerning personal information protection, and will improve these continuously.
  • When the Company outsources the handling of Users' personal information to another company, the Company shall instruct and supervise the contractor who undertakes the work to manage the information in the same way, and subject to the same obligations, as the Company.
  • The Company shall maintain the Users’ personal information while implementing reasonable safety measures against risks such as unlawful access, loss, destruction, falsification, and unauthorized dissemination.
  • When the Company is asked about, or requested to make changes to, the Users’ personal information, the Company shall first confirm that the inquiry or request comes from the relevant Users, and then take such measures as are commercially reasonable in the circumstances.

Handling of the personal information

The Company shall handle the personal information obtained from Users as follows:


  1. Purpose
    The Company may use the personal information submitted by the Users as needed, when they book travel or signs up for a service, for the purpose of getting in touch with the Users, arranging services provided by transportation and accommodation facilities for the booked travel itinerary, and for procedures necessary for Users to receive the relevant product/service.
    Moreover, the Company may use the Users personal information for any of the following: Notification of information related to services;
    • User support for products/services;
    • Provision of information to travel companies, subcontractors and suppliers, necessary for providing requested products/services;
    • The provision of related after-sales services;
    • Notification of products, services, campaigns, and events and seminars of the Company and companies have business alliances with the Company group;
    • Requests to provide feedback on travel and fill out questionnaires;
    • Provision of special benefits and services; and
    • Creation of statistical data.
  2. Provision of personal information to third parties
    The Company shall not provide Users personal information to any third party without first obtaining the Users' consent; provided, however, that such personal information may be provided to third parties in any of the following cases:
    Pursuant to any applicable law, regulation, or court or administrative order;
    • To any Company contractor to the extent necessary to for contractor to provide the relevant product/service;
    • To prevent unlawful or unreasonable insurance applications or claims;
    • To protect a person's life, person, or property where it is difficult or impracticable to obtain the Users prior consent;
    • To improve public health or the promotion of children's sound growth where it is difficult or impracticable to obtain the Users prior consent;
    • To the extent it is necessary for the Company to support any governmental organization, local government, or contractors of same perform work or services pursuant to applicable laws and/or regulations where obtaining the Users prior consent may impede such work or services; or
    • When the Users is deemed to have disadvantaged a third party, to that third party, the police, or related organizations; or
    • When the Users books Company's travel or signs up for Company's service as a Contract Representative and when another Traveler who accompanies the Contract Representative requests user support for products/services of the Company, the Company may provide the Users information (including, but not limited to, Users' personal information and the other Travelers' personal information) to such Traveler to the extent necessary to provide its user support for products/services.

Non-provision of personal information

In the event the Users declines to provide any information essential for the offer or provision of any product/service, the Company shall have the right to refuse to offer or provide any products or services.

Procedures concerning the disclosure, correction, and prevention of usage of personal data held by the Company

  • In the event that a customer requests, pursuant to this Privacy Policy, to correct, add, or delete any such customer personal information that is held by the Company, or that Company stop providing this information to third parties, the Company shall inform the customer of the necessary procedures for same. Upon verifying that such a request originates from the customer concerned, and upon the customer completing the said necessary procedures, Company shall take commercially reasonable steps to comply with such request, subject to the requirements of applicable law.
    Inquiry Form
  • Any and all communications or requests in connection with this Privacy Policy shall be made by means of the above inquiry form, and by the customer concerned.

Users contact concerning personal information

In the unlikely event of any dissemination of personal information of the Users held by the Company, the Company shall inform the affected Users(s) immediately, and take immediate measures to secure the information. In addition, the Company shall make an appropriate announcement concerning same on its Website.

Use of this Website

Users access and use this Website at their own risk. Neither the Company nor any of its affiliates shall be held liable for any damages caused by the use of any information obtained from this Website or other locations linked from this Website.
This web site is managed by the Company. Our relationship with Users and users of this Website shall be governed exclusively by Japanese law, and any dispute arising out of using this Website shall be subject to the exclusive jurisdiction of the Tokyo District Court.

Cookie Policy

  1. What is a Cookie?
    When a user uses a Website, a "cookie" is stored on the user's computer as a file. The file contains the browsing history or content of the user's input transmitted between the browser and the server. The next time the user accesses the same site, the operator of the site can change the display for each user, by using the cookie information. When a user gives permission to cookies on her/his browser, the Website can obtain cookies from the user's browser. The user's browser sends only the cookie transmitted by the server of the Website, for privacy protection.
  2. Cookie settings
    • Note that you can choose cookie setting from "Enable all cookies", "Disable all cookies" and "Notify user when receiving cookies". Configuration of the settings varies for each browser. Please consult your browser's "Help" menu for information on configuring cookies.
    • When you choose "Disable all cookies", services, content available to you may be restricted.
  3. What does DeNA TRAVEL do with cookies?
    The Company uses cookies for the following purposes: When a Users logs in to an authenticated service, the Company can refer to the Users's registered information and can offer a service customized for the Users;
    • To show you the most appropriate advertisements on other companies' sites based on your interest and usage status of this Website;
    • To analyze the number of users and traffic on this Website;
    • To improve Company services; and
    • To urge Users to re-enter their log in information (re-authentication), when a certain amount of time has passed since their last usage of the site, in order to maintain security.

DeNA Travel Co., Ltd. (Licensed by the Japan Tourism Agency in accordance with the provisions of the Travel Agency Law (No.982))

Card Payment Settlement Agreement

This Card Payment Settlement Agreement (hereinafter referred to as "Agreement") is provided by DeNA Travel Australa Pty. Ltd., (the "Company") for credit card and debit card payment of the expenses in connection with the Travel Contract* by using the services provided on the "DeNA TRAVEL Website" of DeNA Travel Co., Ltd. ("Website"). The credit or debit card payment is subject to your agreement and acceptance of this Agreement.


By making any payment by credit card or debit card, you are agreeing to the terms and conditions of this Agreement.

Article 1 Use of Credit Card or Debit Card

The Company accepts settlement of the Price* by credit card or debit card. The Company will outsource the payment processing operations to Ingenico ePayments Services B.V.


You are required to enter your card membership number (card number), name of the card account holder, card security number and card expiration date when paying by card.


Both Visa and MasterCard charge their member banks a fee for processing "foreign transactions". If you make card transactions and the recipient uses a bank located in a different country than the bank which issued your card, an international service assessment (Visa) or cross-border transaction fee (MasterCard) may be charged. The Company uses a bank in Australia. If your issuing bank is not located in Australia, your bank may or may not pass this fee on to you (the card user). If the fee is passed on, it must be disclosed. Before you buy, ask your bank if they pass on this fee to the card user.

Article 2 Cards Accepted for Payment

The following cards*** are accepted by the Company and can be used for your payment:

  • Visa (including debit cards)
  • MasterCard (including debit cards)

Article 3 Handling of Card Information

If you make payment by credit card or debit card, you will be deemed to have agreed to the Company providing Ingenico ePayments Services B.V. with information about your booking, card membership number (card number), name of the card account holder, card security number, card expiration date and card transaction reference number.

Article 4 Securing Booking and Conclusion of Contract

Your card payment will be confirmed when you check off the box, "Check this box to confirm that you have read, understood and accepted Privacy Policy and Terms and Conditions." and click the "Continue" button, and the Arranged Tour Travel Contract will be concluded on display of the "Booking Completed" screen, or upon the Company sending an e-mail to notify you that the Company has approved the Tour Travel Contract (**).


The Travel Contract** will not be concluded unless payment by card is completed. Neither the Company nor the airline will assume any responsibility arising from failure to conclude the Contract.

Article 5 Entry of Card Membership Number (Card Number), Name of Card Account Holder, Card Security Number and Card Expiration Date

Please enter the membership number (card number), name of the card account holder, security number, and expiration date of the card used for your payment properly.


If your payment is not completed due to improper entry, the Contract will not be concluded. In case of failure to make a card payment, please check the validity of your card with the card company. The Company shall not assume any responsibility arising from failure to conclude the Contract under any circumstances. The Company shall reserve the right to claim compensation from you for any damages due to your entering false card information or conducting any other acts considered inappropriate by The Company.

Article 6 Cancellation of Booking

In the event of any of the following, the Company may cancel your booking without prior notice, and, in such case, the Company shall not assume any responsibility for any damages arising from said cancellation:

  • your failure to make payment (settlement) by the designated due date;
  • the amount paid by you is less than the amount billed or claimed;
  • cancellation of settlement of the transaction is ordered by the credit card company;
  • invalid/unproven contract and/or passenger information; or
  • any unauthorized use of any card.

Article 7 Revision of Agreement

This Agreement may be revised by the Company at any time without prior notice.

Article 8 Effective Term of Agreement

This Agreement shall be effective from April 30, 2015 and thereafter for so long as the Company offers card settlement services.

(*)  Except as set forth in this Agreement, the words and expressions shall have the same meaning as those set forth in DeNA TRAVEL's "Terms and Conditions of Travel Contracts".

(**)  The conclusion of the Contract shall not be affected by whether you received the confirmation e-mail or not.

(***)  Cards may not be used for the payment of some products.

Conditions of Carriage

CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES

PASSENGERS ON A JOURNEY INVOLVING AN ULTIMATE DESTINATION OR A STOP IN A COUNTRY OTHER THAN THE COUNTRY OF DEPARTURE ARE ADVISED THAT INTERNATIONAL TREATIES KNOWN AS THE MONTREAL CONVENTION, OR ITS PREDECESSOR, THE WARSAW CONVENTION, INCLUDING ITS AMENDMENTS (THE WARSAW CONVENTION SYSTEM), MAY APPLY TO THE ENTIRE JOURNEY, INCLUDING ANY PORTION THEREOF WITHIN A COUNTRY. FOR SUCH PASSENGERS, THE APPLICABLE TREATY, INCLUDING SPECIAL CONTRACTS OF CARRIAGE EMBODIED IN ANY APPLICABLE TARIFFS, GOVERNS AND MAY LIMIT THE LIABILITY OF THE CARRIER.

NOTICE of Liability Limitations

The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for death or bodily injury, for loss of or damage to baggage, and for delay.

Where the Montreal Convention applies, the limits of liability are as follows:

  1. There are no financial limits in respect of death or bodily injury.
  2. In respect of destruction, loss of, or damage or delay to baggage, 1,131 Special Drawing Rights (approximately EUR 1,200; US $1,800) per passenger in most cases.
  3. For damage occasioned by delay to your journey, 4,694 Special Drawing Rights (approximately EUR 5,000; US $7,500) per passenger in most cases.

EC Regulation No. 889/2002 requires European Community carriers to apply the provisions of the Montreal Convention limits to all carriage by them of passengers and their baggage by air. Many non-European Community carriers have elected to do so in respect of the carriage of passengers and their baggage.

Where the Warsaw Convention system applies, the following limits of liability may apply:

  1. 16,600 Special Drawing Rights (approximately EUR 20,000; US $20,000) in respect of death or bodily injury if the Hague Protocol to the Convention applies, or 8,300 Special Drawing Rights (approximately EUR 10,000; US $10,000) if only the Warsaw Convention applies. Many carriers have voluntarily waived these limits in their entirety, and US regulations require that, for journeys to, from or with an agreed stopping place in the US, the limit may not be less than US $75,000.
  2. 17 Special Drawing Rights (approximately EUR 20; US $20) per kg for loss of or damage or delay to checked baggage, and 332 Special Drawing Rights (approximately EUR 400; US $400) for unchecked baggage.
  3. The carrier may also be liable for damage occasioned by delay.

Further information may be obtained from the carrier as to the limits applicable to your journey. If your journey involves carriage by different carriers, you should contact each carrier for information on the applicable limits of liability.

Regardless of which Convention applies to your journey, you may benefit from a higher limit of liability for loss of, damage or delay to baggage by making at check-in a special declaration of the value of your baggage and paying any supplementary fee that may apply. Alternatively, if the value of your baggage exceeds the applicable limit of liability, you should fully insure it before you travel.

Time limit for action: Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Baggage claims: Written notice to the carrier must be made within 7 days of the receipt of checked baggage in the case of damage, and, in the case of delay, within 21 days from the date on which it was placed at the disposal of the passenger.

Notice of Contract Terms Incorporated by Reference

  1. Your contract of carriage with the carrier that provides you with carriage by air, whether international, domestic or a domestic portion of an international journey is subject to this notice; to any notice or receipt of the carrier; and to the carrier's individual terms and conditions (Conditions), related rules, regulations and policies (Regulations) and any applicable tariffs.
  2. If your carriage is by more than one carrier, different Conditions, Regulations and any applicable tariffs may apply for each carrier.
  3. The Conditions, Regulations and any applicable tariffs of each carrier are, by this notice, incorporated by reference into and made part of your contract of carriage.
  4. The Conditions may include, but are not restricted to:

    • Conditions and limits on the carrier's liability for the bodily injury or death of passengers.
    • Conditions and limits on the carrier's liability for the loss of, damage to or delay of goods and baggage, including fragile or perishable goods.
    • Rules for declaring a higher value for baggage and for paying any supplementary fee that may apply.
    • Application of the carrier's Conditions and limits of liability to the acts of the carrier's agents, servants and representatives, including any person providing either equipment or services to the carrier.
    • Claims restrictions, including time limits by which passengers must file claims or bring actions against the carrier.
    • Rules about reconfirmations or reservations; check in times; the use, duration and validity of air transportation services; and the carrier's right to refuse carriage.
    • Rights of the carrier and limits on the carrier's liability for delay or failure to perform a service, including schedule changes, substitution of alternative carriers or aircraft and re-routing, and, when required by applicable law, the obligation of the carrier to notify passengers of the identity of the operating carrier or substituted aircraft.
    • Rights of the carrier to refuse carriage to passengers who fail to comply with applicable laws or who fail to present all necessary travel documents.
  5. You can obtain more information about your contract of carriage, and find out how to request a copy, at places where transportation on the carrier is sold. Many carriers also have this information on their websites. When required by applicable law, you have the right to inspect the full text of your contract of carriage at the carrier's airport and sales offices, and upon request, to receive a copy by mail or other delivery service from each carrier free of charge.
  6. If a carrier sells air transportation services or checks baggage specifying carriage on another carrier, it does so only as agent for the other carrier.

YOU CANNOT TRAVEL IF YOU DO NOT HAVE ALL REQUIRED TRAVEL DOCUMENTS, SUCH AS PASSPORT AND VISA.

GOVERNMENTS MAY REQUIRE YOUR CARRIER TO PROVIDE INFORMATION ON OR PERMIT ACCESS TO PASSENGER DATA.

DENIED BOARDING: Flights may be overbooked, and there is a slight chance that a seat will not be available on a flight even if you have a confirmed reservation. In most circumstances, if you are denied boarding involuntarily, you are entitled to compensation. When required by applicable law, the carrier must solicit volunteers before anyone is denied boarding involuntarily. Check with your carrier for the complete rules on payment of denied boarding compensation (DBC) and for information on the carrier's boarding priorities.

BAGGAGE:Excess valuation may be declared on certain types of articles. Carriers may apply special rules for fragile, valuable, or perishable articles. Check with your carrier. Checked Baggage: Carriers may permit a free checked baggage allowance, which is set by the carrier and may differ by class, and/or route. Carriers may apply extra charges for checked baggage in excess of their permitted allowance. Check with your carrier. Cabin (Unchecked) Baggage: Carriers may permit a free cabin baggage allowance, which is set by the carrier and may differ by class, route, and/or aircraft type. It is recommended that cabin baggage be kept to a minimum. Check with your carrier. If more than one carrier is providing the transportation for your journey, each carrier may apply different rules on baggage (both checked and cabin). SPECIAL BAGGAGE LIABILITY LIMITATIONS FOR US TRAVEL: For domestic travel wholly between US points, federal rules require any limit on a carrier's baggage liability to be at least US$3300.00 per passenger, or the amount currently mandated by 14 CFR 254.5.

CHECK-IN TIMES. The time shown on the itinerary/receipt is the departure time of the aircraft. Flight departure time is not the same as the time you must check-in or the time you must be available for boarding. Your carrier may refuse you carriage if you are late. Check-in times, as advised by your carrier, are the latest times at which passengers can be accepted for travel; boarding times, as advised by your carrier, are the latest times at which passengers must present themselves for boarding.

DANGEROUS GOODS (HAZARDOUS MATERIALS). For safety reasons, dangerous goods must not be packed in checked or cabin (unchecked) baggage except as specifically permitted. Dangerous goods include but are not limited to: compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances, and briefcases with installed alarm devices. For security reasons, other restrictions may apply. Check with your carrier.

DANGEROUS GOODS

Do not pack or carry onboard the items pictured below without checking with your carrier.

DANGEROUS GOODS

DO NOT ENDANGER YOUR SAFETY OR THAT OF YOUR FELLOW PASSENGERS.

CONTACT YOUR CARRIER FOR MORE INFORMATION.

Translations and other useful travel information are available on the IATA website:
www.iatatravelcentre.com/tickets

Registration of Japan Travel Agency

Scope of Service Overseas travel, Domestic travel
Registration Number Commissioner of Japan Tourism Agency No. 982
Date of Registration 7 August, 1990
Period of Validity From 7 August 2014 to 6 August 2019
Name of Company DeNA Travel Co., Ltd.
Managers of Travel Affairs Yumi Nakanishi
Takeshi Yamanaka
Toshiaki Yamaguchi
Tomoaki Watabe

The managers of travel affairs are responsible for all travel affairs with which the office deals. If you have any questions about this travel contract, please contact one of the managers indicated in the Japan Travel Agency Registration above.
Travel Agent Contract Arranged Tour Contract Section
Booking Terms and Conditions Terms and Conditions of Travel Contracts
Table of Travel-related Handling Fees
Protection of Personal Information Privacy Policy
Name of Affiliation Japan Association of Travel Agents (Regular member)
  • * See here  for Japanese version.

Terms and Conditions of Travel Contracts for Travel Arranged by Individuals "*Tehairyokou Keiyaku*" ("Terms and Conditions")

Article 1 Travel Contracts for Travel Arranged by Individuals

DeNA TRAVEL is a service provided by DeNA Travel Co., Ltd. (the "Company"). The Company acts solely as an agent on the Customer's behalf with the airline or supplier and is not the service provider. Matters not defined or stipulated in these Terms and Conditions shall be governed as per subject to the provisions of the Arranged Tour Contract Section of Standard Form Travel Agent Contract of the Company. The Arranged Tour Contract Section of the Standard Form Travel Agent Contract and these Terms and Conditions is Contract shall be governed by and construed in accordance with the laws of Japan.

The "Customer" in this "Terms and Conditions" shall mean the "Contract Representative" and the "Traveler", as defined in the Arranged Tour Contract Section of Standard Form Travel Agent Contract of the Company.

Article 2 Application for Contract and Conclusion of Contract

  1. The Contract Representative intending to apply for booking for travel products shall apply to the Company via DeNA TRAVEL Website after filling in necessary information in such application form and consenting to the agreed matters.
  2. In the case of an online application, the Contract Representative shall apply for booking of the travel products after agreeing to the contents of the Tour Contract and the conditions of the travel products that are described in these Terms and Conditions and on the page of the Website on which the contents of booking are displayed. The Contract shall be deemed to have been concluded when the Company accepts such application. The Company shall place a notice on such Website or send an e-mail to the email address designated by the Contract Representative to the effect that the booking has been established immediately after accepting such application.
  3. In the case of an application by any organization or group, the representative of such organization or group shall handle any contractual transactions concerning the conclusion and cancellation of the Contract in his/her capacity as such representative.
  4. The Company reserves the right to refuse any application due to business circumstances.

Article 3 Tour Prices and Payment

  1. The Price of the travel products shall be the amount set on the date of application.
  2. The Company may revise the amount of the Price of travel products prior to the start of the trip if changes in the Price occur due to revisions of transport fare or charges for transportation facilities, fluctuations in exchange rates or any other causes. In such cases, the Contract Representative shall be responsible for any increase or decrease in the Price. Please note that the Company will not refund the difference, if any, arising from revisions of airport-related taxes, fees for use of airport facilities or fuel surcharges after ticketing.

Article 4 Provisions Regarding Alteration and Cancellation of Contract

  1. The Contract Representative may cancel the Contract at any time with the payment of such costs/expenses as stipulated in this Article. The Company is under no obligation to accept any alteration of the Contract. The Contract Representative shall login to the "My Booking" page on DeNA TRAVEL Website, cancel the Contract, and may then again apply for another Contract. The Company may accept an application for cancellation of the Contract during DeNA TRAVEL's business hours (Mon-Fri 2:00pm-9:00pm (NZ Auckland Time). (Cancellation fees may vary depending on the date of application; the Contract Representative shall confirm appropriate contact hours and contact information at the time of application.) An application for cancellation made outside business hours may only be considered during business hours of the following business day.
  2. The Contract Representative shall notify the Company of the name as shown in their passport/government issued ID at the time of application. If the wrong name is given by the Customer at the time of application, the Contract may have to be cancelled and a new contract may have to be established. Some facilities for transportation may refuse any revision of name(s), and the Tour Contract may be cancelled. The Contract Representative shall bear the cancellation fees as prescribed by the Company.
  3. The Contract Representative shall bear the transfer fees, if any, in the case of any refund to the Customer.
  4. Your request for a refund of an airfare booked on the DeNA TRAVEL Website is governed by the terms and conditions of the airline ticket you purchased and are as determined by the airlines. Many fares are non-refundable. Airline charges or cancellation fees under the Contract may apply to your particular airline ticket.

Article 5 Cancellation and Alteration Fees

  1. Cancellation of your booking is subject to the airline ticket fare/booking condition. Cancellation of your booking may incur charges from airlines, which could be 100% of your booking, regardless of whether or not travel has commenced. If you cancel your itinerary after final documents are issued, a DeNA travel cancellation handling fee of at most NZD120.00 will apply per passenger.
  2. Where a refund is applicable, the turnaround time from the date of your request for a refund to the date you are provided with your refund may take up to 12 weeks. This is beyond the control of the Company.
  3. The Company is not obligated to accept any alterations of the Contract; the Contract Representative should cancel the Contract and apply for a new Contract.
  4. Whether the cancellation is initiated by the customer or by reasons outside of the customer’s control (such as acts of God, war, strike or flight cancellations and schedule changes by the airlines) the processing fee and airline card fee will not be returned.

Article 6 Fees and Charges

  1. Card processing fees will be charged up to 5.0%.
  • *Whether the cancellation is initiated by the customer or by reasons outside of the customer's control (such as acts of God, war, strike or flight cancellations and schedule changes by the airlines) the processing fee will not be returned.
  1. In the case of booking any discount airline ticket with Low Cost Airlines, the Company may charge the Contract Representative airline card fees of up to NZD240.00. Airline card fees including Consumption tax, not refundable, and will be charged to your credit card.

Article 7 Responsibility of Company

There are cases where the Company may engage other travel agents or other agents inside or outside Japan to make arrangements in whole or in part on behalf of the Company in the implementation of the Contract. The Company shall be responsible for any damage caused to the Customer intentionally or negligently by the Company or the agent who has been engaged by the Company to make arrangements on behalf of the Company only if notice has been given to the Company within two (2) years from the day immediately following the day when the said damage occurred.

Article 8 Responsibility of Customer

If the Company suffers damage due any intentional or negligent act or failure to act on the part of the Customer, the Customer shall be liable for said damage.

Article 9 Disclaimer

Please note that the Company shall not be responsible for any damage incurred by the Customer in the event of any of the following:

  1. cancellation or alteration of scheduled flights due to acts of God, war, riot, strike, plane hijacking, or changes made on the part of an airline;
  2. where the Customer is prohibited from boarding a flight or traveling due to the length of the remaining validity period of their passport or any deficiency in their passport, visa or other document necessary for landing in or leaving pursuant to applicable law (* requirements differ for each region; the Customer is responsible for compliance with said regions.);
  3. where a booking is cancelled or the Customer is refused boarding a flight due to overbooking by an airline;
  4. loss or theft of an airline ticket of the Customer (as a general rule, airline tickets will not be reissued.);
  5. where the Customer has missed a flight due to failure to complete boarding procedures of an airline by the prescribed time (please arrive at the airport early enough to complete procedures, especially at the peak season) or where the Customer has missed a connecting flight with at least the minimum layover time due to tardiness on the part of the Customer;
  6. where the Customer has missed a connecting flight with at least the minimum connecting time due to late arrival of a flight attributable to an airline;
  7. where the Customer's airline ticket has been cancelled and became invalid due to the Customer's failure to reconfirm the booking of a departing flight (a return flight) or confirm flight times;
  8. where the Customer cannot board a flight due to any discrepancy between the name on the passport and the name on the airline ticket.

Article 10 Overseas Risk Information

  1. Information about traveling to countries and regions has been issued for some destinations (countries and regions). Please see the page "Travel Advisories" on the website of the Safetravel "safetravel.govt.nz".
  2. For information about hygienic conditions of destinations, please see the "Health and travel" page of the "Safetravel" site.

Article 11 Others

  1. The Company shall not be responsible for the FFP (Frequent Flyer Program) of any airline, nor any membership program between the Customer and an airline.
  2. Customer requests/reservations for particular airline seats are not guaranteed Accompanying services, such as onboard services and baggage allowance vary depending on operating airlines, and the Company shall not be responsible for any such services. Please check the details of such services with each airline.
  3. In case of any discrepancy between these Terms and Conditions and the Travel Agent Contract, the terms and conditions of this Contract shall prevail.

Article 12 Personal Information (Important)

  1. Purposes of Use of Personal Information

    Our group companies (including the Company's subsidiaries and affiliates. The same shall apply hereafter) shall reserve the right to use personal information provided by the Customer upon application for a booking of travel products for the purpose of contacting the Customer and to the extent necessary for arrangement and procedures to receive the services provided by facilities for transportation during the travel applied for by the Customer. In addition, our group companies shall reserve the right to use personal information provided by the Customer for the following purposes:

    1. To notify the Customer of products, services, campaigns, events and seminars of our group companies or companies which cooperate with our group companies;
    2. To request the Customer to provide opinions or feedback and respond to questionnaires about the Tour;
    3. To provide the Customer with benefits and services; or
    4. To prepare statistical data.
  2. Provision of Personal Information to Third Parties

    Our group companies shall provide in advance personal information of the Customer (including the name, age, date of birth and passport number) electronically to the agent who has been engaged by the Company to make arrangements on behalf of the Company or facilities for transportation to the extent necessary for arrangement of the travel products applied for by the Customer.

  3. Shared Use of Personal Information

    The Company reserves the right to share specific personal data of the Customer possessed by the Company, such as name, address and telephone number, with group companies with which the Company concludes agent contracts to the extent necessary to accomplish purposes similar to those stipulated in Paragraph 1 of this Article. Our group companies reserve the right to use personal information of the Customer for purposes similar to those stipulated in Paragraph 1 of this Article.

Article 13 Sales of Airline Tickets Online

  1. The Company may refuse an application for any booking of airline tickets made by any Contract Representative not proficient in English, whether orally or in writing (including by e-mail and through any the Company's Website).
  2. If any of the following applies to the Customer, the Contract Representative shall report such fact to the airline when applying for the airline ticket. The airline may cancel the Contract if it becomes clear that any of the following applies to the Customer after the Contract Representative concludes the Contract without reporting such fact to the airline.
    1. a minor (pursuant to applicable law) is to participate in the travel products without the Customer, who is such minor's legal guardian;
    2. Customer is pregnant; or
    3. Customer has special mobility or medical needs where special accommodations are needed.

    In any of the above cases, the Customer may be required to be accompanied by an assistant or a companion as a condition, depending on the situation. In the case of 2-ii and 2-iii above, the Customer may be required to submit a doctor's note/certificate.

  3. The Company may refuse your application due to business circumstances.
  4. The Prices of airline tickets shall not include airport-related taxes, fees for use of airport facilities or fuel surcharges which are collected upon issuance of airline tickets, unless otherwise stipulated. The Company shall separately charge the Customer for the said airport-related taxes, fees for use of airport facilities and fuel surcharges converted from the currency of each country at the rate set by the Company at the time of application. Please note that the Company shall not settle the differences between the amount at the time of billing and the amount at the time of travelling, if any. Additional fees may be charged due to significant fluctuations of exchange rates or other causes.
  5. If the Customer uses a codeshare flight, check-in procedures, onboard service and baggage allowance shall be subject to the provisions of the operating airline. If the Customer's flight is a codeshare flight, a statement to that effect shall be posted on the "MY Booking" page on the Company's Website. Please check the details of services offered by each airline.
  6. The Company shall issue an airline ticket after confirming full payment of the ticket Price by the Contract Representative. (The same shall apply if the Contract Representative or the Traveler receives an airline ticket at an airport.) No alterations of airline tickets after issuance shall be accepted. The Contract Representative shall be required to cancel the Contract and apply for a new Contract.
  7. Refunds for any unused portion of airline tickets shall not be given after departure for any reason whatsoever.
  8. In these Terms and Conditions, "alterations" shall include alteration/modification of any reserved schedule, destination, route, airline, name of the Customer, and any other contents of any booking details.
  9. The Company shall make arrangements for tour services with due care. However, the Customer shall be required to confirm the contents of this Contract applied for by the Contract Representative, including the contents described on the Answer of Reservation, Departure Information and the airline ticket (including whether the spelling of the name is the same as that on the passport/government issued ID and whether the tour schedule is described as booked) before departure. Especially, the Customer shall make sure that the name is shown as it appears in the passport/government issued ID. Cancellation and alterations after payment due to the Customer's failure to confirm such shall be subject to cancellation or alteration fees. Please alter or correct the contents of your booking, as necessary, prior to payment.
  10. The cancellation fees described on DeNA TRAVEL Website shall be the amount including IATA charges.
  11. If the Customer makes duplicate bookings with other airlines or travel agencies, the above bookings may be cancelled all together and the Customer may be unable to make the booking again.

Article 14 Use of Airline Tickets

  1. The Customer shall be required to use airline tickets as booked. The Customer may be charged by the airline for the difference against the ordinary rate if the Customer purchases an airline ticket for multiple flights and waives the right to part of the itinerary, if the Customer alters the contents of booking to those other than the travel conditions, or if the airline changes the booked flight to another airline's flight due to weather conditions, strikes or other causes, regardless of whether the Customer obtains any permission from the airline. The Company shall not assume any responsibility for in any such case.
  2. If the booking is cancelled or altered due to missing a flight or other causes, the remaining part of the booked itinerary shall be cancelled. The Customer cannot use any return ticket or any ticket for part of the itinerary even if he/she has purchased an e-Ticket in advance.

Article 15 Use of Low-Cost Carriers ("LCC")

  1. Some LCC airlines have options, such as baggage allowance. Please apply for such options directly to the airlines upon departure.
  2. There is no guarantee that an alternative flight is provided if the booked flight is out of service. Since the flight schedule may be changed at the last minute, please arrive at the Check-in counter early enough to deal with any such change.
  3. The Company shall not accept, and shall not be responsible for, any alterations of options that may be accepted on the website of any LCC airline.

These Terms and Conditions shall come into effect on December 8, 2015 (Japanese Standard Time).

Established on December 8, 2015

Arranged Tour Contract Section of Standard Form Travel Agent Contract

  • *The English translation has been prepared from the original Japanese text. If any discrepancies should arise between the Japanese and English texts, the former shall prevail at all times.

Chapter 1 - General Provisions

Article 1 - Scope of Application

01.01. The Arranged Tour Contract to be concluded between our Company and the Traveler shall be based on this Contract under the following terms and conditions. Any matter not stipulated in this Contract shall be governed by ordinance or generally established practice.

01.02. In cases where we conclude a Special Contract with the Traveler in writing without violating the relevant law or harming the interests of the Traveler, such a Special Contract shall be given priority, notwithstanding the provision of the preceding Paragraph.

Article 2 - Definition of Terminology

02.01. In this Contract, "Arranged Tour Contract" shall mean the Contract under which we undertake to make arrangements at the request of the Traveler by representing him/her, or acting as his/her intermediary, or playing an introductory role for him/her, so that he/she may be provided with services, such as transport and accommodation offered by transport and accommodation facilities, etc., and other services related to travel (hereinafter to be referred to altogether as the "Tour Service").

02.02. In this Contract, "Inland Trip" shall mean trips planned for only inside Japan, and "Overseas Trip" shall mean trips other than inland trips.

02.03. In this Contract, "Tour Price" shall mean the expense paid by our Company for the transportation charge, accommodation charge and other expenses payable to the transport and accommodation facilities, etc. to arrange the Tour Service, plus the handling charge of the Tour Service that is set by us (excluding handling charges for alterations and cancellation).

02.04. In this Section, "Communication Contract" shall mean the Arranged Tour Contract, which is concluded with the card member of the credit card company affiliated with our Company (hereinafter referred to as the "Affiliated Company"), by subscription through telephone, mail, facsimile, or other means of communication, subject to prior consent of the Traveler regarding the settlement of the credit obligation or liability held by us, such as the Tour Price, etc., under the Arranged Contract on and after the due date of such obligation or liability according to the separately provided card membership rule of the Affiliated Company and also subject to payment of the Tour Price, etc. by the method specified in 16.02 or 16.05 hereunder.

02.05. In this Section, "Electronically Consented Notice" shall mean a notice issued in acceptance of the subscription for the Contract and transmitted by means of transmission, among the methods utilizing information-communication technologies, via telecommunication lines connecting the computer, facsimile, telex or telephone (hereinafter referred to as the "Electronic Computer, etc.") being used by us with the Electronic Computer, etc. being used by the Traveler.

02.06. In this Contract, "Date Card Used" shall mean the date when the Traveler or our Company is obligated to pay the Tour Price, etc. or execute refundable liability under the Arranged Tour Contract.

Article 3 - Termination of Liability for Arrangements

03.01. When we have made arrangements for the Tour Service with the care of a good manager, the fulfillment of our liability based on the Arranged Tour Contract shall terminate. Therefore, even if contracts are not concluded with transport and accommodation facilities, etc. due to such causes as capacity fully filled, shutdown, inappropriate condition, etc., when we have fulfilled our obligations, the Traveler will be required to pay to us the handling charge of the Tour Service (hereinafter to be referred to as the "Handling Charge"). When the Transmission Contract has been concluded, Date Card Used shall be construed to mean the date when we have informed the Traveler that we have not been able to conclude with the transport and accommodation facilities, etc. the contract requiring them to provide the Tour Service.

Article 4 - Surrogate Arranger

There are cases where we may engage other travel agents, professional arrangers, or other helpers inside and outside Japan to make arrangements in whole or in part on our behalf in the implementation of the Arranged Tour Contract.

Chapter 2 - Conclusion of the Contract

Article 5 - Subscription for the Contract

05.01. The Traveler intending to conclude an Arranged Tour Contract with us will be required to fill in specified particulars on the application form prescribed by us and submit it to us together with the Application Fee specified by us separately.

05.02. Notwithstanding the provision of the preceding Paragraph, the Traveler intending to conclude a "Communication Contract" with us will be required to notify us of his/her credit card membership number and the contents of the Tour Service to be subscribed.

05.03. The Application Fee specified in 05.01 shall be treated as part of the money payable to us by the Traveler, such as the Tour Price, Cancellation Charge, etc.

Article 6 - Refusal of the Conclusion of the Contract

06.01. We may not accept the conclusion of the Arranged Tour Contract in the following instances:

(1) When there are inconveniences related to our business.

(2) If the Communication Contract is to be concluded, when the Traveler should become unable to settle his/her liability related to the Tour Price, etc. in whole or in part according to the membership rule of the Affiliated Company, due to such causes as the credit card held by the Traveler has become invalid, etc.

Article 7 - Time of the Conclusion of the Contract

07.01. The Arranged Tour Contract shall be deemed to have been concluded when we have accepted the conclusion of the Contract and have received the Application Fee specified in 05.01.

07.02. Notwithstanding the provision of the preceding Paragraph, the Transmission Contract shall be deemed to have been concluded when we have issued a notice to the effect that we accept the application described in 05.02. However, in the case that an Electronically Consented Notice is issued under the said Contract, the Contract shall be deemed to have been concluded when the said notice has reached the Traveler.

Article 8 - Special Rule Related to the Conclusion of the Contract

08.01. Notwithstanding the provision of 05.01, there are cases where we will conclude the Arranged Tour Contract merely by accepting the conclusion of the Contract under a Special Contract entered into in writing without receiving payment of the Application Fee.

08.02. In the case of the preceding Paragraph, the time of the conclusion of the Arranged Tour Contract shall be clearly stated in the document described in the preceding Paragraph.

Article 9 - Special Rule Related to the Transport Ticket and Accommodation Coupon, etc.

09.01. Notwithstanding the provisions of 05.01 and the preceding Article, 08.01, there are cases where we will accept subscription by word of mouth when the Arranged Tour Contract, aimed only at the arrangement of transport services or accommodation services, requires us to deliver a document indicating the right to receive the offering of the said Tour Service in exchange for the Tour Price.

09.02. In the case of the preceding Paragraph, the Arranged Tour Contract shall be deemed to have been concluded when we have accepted the conclusion of the Contract.

Article 10 - Contract Document

10.01. Promptly after the conclusion of the Arranged Tour Contract, we shall deliver to the Traveler a document (hereinafter to be referred to as the "Contract Document") that describes particulars concerning the itinerary, contents of the Tour Service, the Tour Price, other conditions of the Tour and our Company's responsibility. There are cases, however, where we do not deliver the said Contract Document when we deliver a document indicating the right to receive the offering of all the Tour Service, such as transport tickets, accommodation coupons and other services which we have arranged.

10.02. In cases where we have delivered the Contract Document described in the preceding Paragraph, the scope of the Tour Service for which we are responsible for making arrangements under the Arranged Tour Contract shall be as stated in the said Contract Document.

Article 11 - Method to Use Information-Communication Technologies

11.01. When we have provided particulars to be entered in the said Document (to be referred to as the "Particulars" in this Article) by means of utilizing information-communication technologies, we shall confirm that the said Particulars have been recorded on the file equipped in the communication equipment being used by the Traveler.

11.02. In the case of the preceding Paragraph, when the file for recording the Particulars is not equipped in the communication equipment being used by the Traveler, we shall record the Particulars on the file equipped in the communication equipment being used by our Company (limited to the file provided only for the exclusive use of the Traveler) and confirm that the Traveler has viewed the Particulars.

Chapter 3 - Alteration and Cancellation of the Contract

Article 12 - Alteration of Contract Contents

12.01. The Traveler may request us to change the contents of the Arranged Tour Contract, such as itinerary, contents of Tour Service, and other conditions of the Arranged Tour Contract, etc., in which case we shall try to accommodate the Traveler's request as far as possible.

12.02. In cases where the contents of the Arranged Tour Contract are changed at the request of the Traveler, the Traveler will be required to bear the cancellation charges and penalty payable to the transport and accommodation facilities and other expenses required for changing the arrangements at the time when the said arrangements already completed are cancelled, and in addition, to pay to us the handling charge for the change as prescribed by our Company. Furthermore, the increase or decrease of the Tour Price arising from such changes of the Arranged Tour Contract Contents shall belong to the Traveler.

Article 13 - Discretional Cancellation by the Traveler

13.01. The Traveler may cancel the Arranged Tour Contract in whole or in part at any time.

13.02. When the Arranged Tour Contract has been cancelled under the provision of the preceding Paragraph, the Traveler will be required to bear the expense paid in return for the Tour Service already received or the cancellation charges, penalty and other expenses payable to the transport and accommodation facilities for the Tour Service not yet offered, and in addition, to pay to us the handling charge for the cancellation as prescribed by our Company as well as the handling charge receivable by us.

Article 14 - Cancellation Due to Causes Attributable to the Traveler

14.01. We may cancel the Arranged Tour Contract in the following instances:

(1) If the Traveler does not pay the Tour Price by the due date specified.

(2) In cases where the Communication Contract has been concluded, when the Traveler has become unable to settle his/her liability related to the Tour Price, etc. in whole or in part according to the membership rule of the Affiliated Company, due to such causes as the credit card held by the Traveler has become invalid.

14.02. When the Arranged Tour Contract has been cancelled under the provision of the preceding Paragraph, the Traveler will be required to bear the cancellation charges and penalty for the Tour Service not yet offered as well as other expenses already paid and payable to the transport and accommodation facilities, and in addition, to pay to us the handling charge for the cancellation as prescribed by our Company as well as the handling charge receivable by us.

Article 15 - Cancellation Due to Causes Attributable to Our Company

15.01. When the arrangement for the Tour Service should become precluded due to causes attributable to us, the Traveler may cancel the Arranged Tour Contract.

15.02. When the Arranged Tour Contract has been cancelled under the provision of the preceding Paragraph, we shall reimburse to the Traveler the Tour Price already received after deducting the expenses already paid to the transport and accommodation facilities, etc. in return for the Tour Service already offered to the Traveler as well as the expenses payable from now.

15.03. The provision of the preceding Paragraph shall not prevent the Traveler from claiming compensation against us for the damage.

Chapter 4 - Tour Price

Article 16 - Tour Price

16.01. The Traveler will be required to pay the Tour Price no later than the period prescribed by our Company prior to the start of the Tour.

16.02. When the Communication Contract has been concluded, we shall accept payment of the Tour Price by using the card of the Affiliate Company without obtaining the Traveler's signature on the voucher prescribed by us, in which case the Date Card Used shall be considered as the date when we have informed the Traveler of the contents of the Tour Service determined by us.

16.03. There are cases where we may change the Tour Price prior to the start of the Tour when changes in the Tour Price have occurred due to such causes as the revision of the fares and charges by transport and accommodation facilities, changes in foreign exchange rates, etc.

16.04. In the case of the preceding Paragraph, the increase or decrease of the Tour Price shall belong to the Traveler.

16.05. In the case that, when we have concluded the Communication Contract with the Traveler, expenses payable by the Traveler have accrued under the provisions of Chapter 3 and Chapter 4, we shall receive payment of the said expenses by using the card of the Affiliate Company without obtaining the Traveler's signature on the prescribed voucher. In this case, the Date Card Used shall be considered as the date when we have informed the Traveler of the amount of the expenses payable to us by the Traveler or the amount reimbursable by us to the Traveler. However, in cases where we have cancelled the Arranged Tour Contract under the provision of Article 14, Paragraph 1 (2), the Traveler will be required to pay to us the expense, etc. payable to us by him/her no later than the date set by us by the method prescribed by us.

Article 17 - Settlement of the Tour Price

17.01. In cases where the amount of the expenses paid by us to the transport and accommodation facilities for arranging the Tour Service, which are to be borne by the Traveler, plus the handling charge (hereinafter to be referred to altogether as the "Tour Price Settled") does not agree with the amount already received as the Tour Price, we shall square the Tour Price promptly after the Tour finishes, in accordance with the provisions of the following two Paragraphs.

17.02. If the Tour Price Settled exceeds the amount already received as the Tour Price, the Traveler will be required to pay the difference to us.

17.03. If the Tour Price Settled falls below the amount already received as the Tour Price, we shall reimburse the difference to the Traveler.

Chapter 5 - Arrangement for Organizations and Groups

Article 18 - Arrangement for Organizations and Groups

18.01. We shall apply the provisions of this Chapter to the conclusion of the Arranged Tour Contract in cases where we have received subscriptions from two or more Travelers who are to travel the same rout eat the same time by appointing a responsible person to represent them (hereinafter referred to as the "Contract Representative").

Article 19 - Contract Representative

19.01. Unless a Special Contract is made, we shall consider the Contract Representative as the person holding all the power of representation concerning the conclusion of the Arranged Tour Contract for the Travelers who compose his/her organization or group (hereinafter referred to as the "Constituent Member"), and we shall handle with the said Contract Representative transactions concerning the Tour business related to the said organization or group and the business specified in 22.01 hereunder.

19.02. The Contract Representative will be required to submit a list of the Constituent Members or inform us of the number of the Constituent Members on or before the date set by us.

19.03. We shall not be held responsible for the liabilities or obligations which the Contract Representative assumes to the Constituent Members at present or the li abilities or obligations which the Contract Representative is expected to assume in the future.

19.04. In cases where the Contract Representative does not accompany his/her organization or group during the Tour, one of the Constituent Members appointed by the Contract Representative beforehand shall be considered by us as the Contract Representative after the start of the Tour.

Article 20 - Special Rule of the Conclusion of the Contract

20.01. When we conclude the Arranged Tour Contract with the Contract Representative, there are cases where we accept the conclusion of the Arranged Tour Contract without receiving payment of the Application Fee, notwithstanding the provision of Article 5, Paragraph 1.

20.02. When we conclude the Arranged Tour Contract with the Contract Representative without receiving payment of the Application Fee under the provision of the preceding Paragraph, we shall deliver to the Contract Representative a Document written to that effect, and the Arranged Tour Contract shall be considered to have been concluded when we have delivered the said Document.

Article 21 - Changes by the Contract Representative

21.01. When the Contract Representative has expressed a wish to change some of the Constituent Members, we shall accommodate his/her wish as far as possible.

21.02. The increase or decrease of the Tour Price arising from the change described in the preceding Paragraph. as well as the expenses required for the said change shall belong to the Constituent Members.

Article 22 - Escort Service

22.01. There are cases where we provide Escort Service at the request of the Contract Representative by having a Tour Escort accompany his/her organization or group.

22.02. The contents of the Escort Service to be performed by the Tour Escort shall, in principle, be the service required for conducting the Tour of his/her organization or group as a group, according to the itinerary determined beforehand.

22.03. The Service Hours of the Tour Escort for offering the Escort Service shall, in principle, be from 8:00 to 20:00 hours.

22.04. When we offer the Escort Service, the Contract Representative will be required to pay to us the Escort Service Charge prescribed by us.

Chapter 6 - Responsibility

Article 23 - Responsibility of Our Company

23.01. In the course of implementing the Arranged Tour Contract, we shall be responsible for compensating for the damage caused to the Traveler intentionally or negligently by our Company or by our agent who has been engaged by us to make arrangements on our behalf under the provision of Article 4 (hereinafter referred to as the "Surrogate Arranger"), but only in cases where notice has been given to us within two years from the day immediately following the day when the said damage occurred.

23.02. In cases where the Traveler has suffered damage due to causes beyond the control of our Company or our Surrogate Arranger, such as act of providence, maelstrom of war, civil commotion, suspension of Tour Services like transport and accommodation facilities, orders from government and other public agencies, and others causes, we shall not be held responsible for compensation except in the case of the preceding Paragraph.

23.03. With regards to damage caused to baggage as described in Paragraph 1, notwithstanding the provision of the said Paragraph, we shall make compensation up to the limit of ¥150,000 as a maximum amount per Traveler (except in cases where the said damage has been caused by us intentionally or due to our serious fault), only if we have been notified of the said damage within 14 days in the case of inland trips and within 21 days in the case of overseas trips, respectively, counted from the day immediately following the day when the said damage occurred.

Article 24 - Responsibility of the Traveler

24.01. If we have suffered damage due to the willfulness or fault of the Traveler, the said Traveler will be required to compensate us for the said damage.

24.02. When the Traveler concludes the Customized Tour Contract, the Traveler will be required to make efforts to understand the contents of the Customized Tour Contract, such as the right and obligation of the Traveler, etc., by utilizing the information provided by us.

24.03. In order for the Traveler to smoothly receive the Tour Service described in the Contract Document after the start of the Tour, the Traveler will be required to report promptly to us or our Surrogate Arranger or the provider of the said Tour Service at the Touring point if and when the Traveler should realize that the Tour Service is different from the Contract Document that was offered.

Chapter 7 - Redemption Business Guarantee Bonds (In Case of Security Member of the Association of Travel Agents)

Article 25 - Redemption of Business Guarantee Bonds

25.01. We are the Security Member of the Japan Association of Travel Agents (located at 3-3-3 Kasumigaseki, Chiyoda-ku, Tokyo) .

25.02. The Traveler or the Constituent Member, who has concluded the Package Tour Contract with us, is entitled to receive reimbursement from the Redemption Business Guarantee Bonds deposited by the Japan Association of Travel Agents which is described in the preceding Paragraph, up to the maximum amount of 130,000,000 yen.

25.03. As we have paid our share of the Redemption Business Guarantee Bonds to the Association of Travel Agents in accordance with the provision of Article 22, Paragraph 10 (1) of the Travel Agency Law, we have not deposited the Business Guarantee Bonds based on Article 7, Paragraph 1 of the Travel Agency Law.

Table of Travel-related Handling Fees

  • *This document is a part of the Explanation of the Terms of Transactions stipulated in Article 12-4 of the Travel Agency Act of Japan.

Please note that we will undertake the provision of travel-related services upon Users’ request, under the terms and conditions stated in this document. The matters, words and expressions not stipulated in this document shall be subject to the Terms and Conditions of Travel Contracts for Travel Arranged by Individuals.

Customers Who books and/or Purchase Airline Tickets

Additional fees shall be charged in case of cancellation. Please apply for tickets after confirming the below details on fees and charges.

Airline Ticket

DeNA Travel Cancellation Handling Fee NZD 60 (per ticket)*1
Cancellation Processing Fee Fee Specified under the Contract
Administration Fee for Voluntary Change NZD 100 (per ticket)
Administration Fee for Involuntary Change/Refund at most NZD 20 (per ticket)
  • *1 If your itinerary contains "Multiple Airlines", it could be made in separate bookings and the Administration Fee could be doubled.
  • *2 Depending on the airline rule, your flight might not be changeable or might require extra changing fee other than DeNA TRAVEL Administration Fee.
  • *3 Please note that LCC (Low Cost Carriers) bookings are non-changeable.

Consultation Fees

Consultation on Preparation of Travel Plan NZD 60 for first 30 minutes (Basic Rate) and NZD 36 each additional 30 minutes
Preparation of Itinerary NZD 36 per case
Preparation of Travel Products Price Estimate NZD 36 per case
Request for Documents and Information after the Scheduled Itinerary has Been Completed NZD 36 per sheet
Provision of Information Regarding Destination, Transportation and Accommodation, etc. NZD 12 per sheet of materials (A4 Sheet Size)

Communication Fees

Communicating with a Local Point of Contact upon Request of Customer NZD 36 per case
  • *Charges for telephone calls and other actually incurred communication costs shall be charged separately.

Note:

  • *Each of the fees stated above shall include consumption tax, but not include shipping costs.
  • *Cancellation fees payable to airlines shall be charged separately.
  • *Cancellation after completion of arrangements shall incur the cancellation processing fees.
  • *Only cancellations properly made via the Website may be accepted. Refund may not be accepted.
  • *The bookings will not just be changed for a matter of convenience of Customers. If the Customer requires alteration, cancellation of the Contract is required. In this case, cancellation fees will apply.

(As of December 2015)