General terms of use
(Effective as of November 14, 2025)
Preamble
These General and Special Terms and Conditions of Sale (hereinafter “the Terms”) govern the relationship between AYUMI Voyage, a Japanese travel agency registered with the competent authorities of Hyōgo Prefecture, and the Customer, any natural or legal person who has booked a trip, a vacation, or a tourism service with the Agency.
They apply to all sales of trips, stays, or tourism services organized or marketed by AYUMI Voyage.
Confirmation of a quote, an online reservation, or the payment of a deposit constitutes full and unconditional acceptance of these Terms.
1. Legal Framework and Purpose
AYUMI Voyage operates in accordance with the Japanese Travel Agency Act (旅行業法) and holds an official Type 3 license issued by Hyōgo Prefecture.
The Agency is covered by professional liability insurance and maintains a financial guarantee system ensuring the proper performance of services.
For European customers, these Terms and Conditions are interpreted in accordance with Japanese law, without prejudice to the mandatory provisions of their country of residence (notably the Tourism Code for French nationals).
2. Types of Trips and Quotes
The trips offered by AYUMI Voyage are fully personalized and tailor-made.
Any prices displayed on the website are for reference only.
The final price is listed on the personalized quote, which is valid for the duration specified in the document.
Any quote not confirmed before the end of its validity period may be revised based on current rates and availability. In accordance with the provisions of the Tourism Code (L.211-12, R.211-8, and R.211-9), prices are subject to upward or downward adjustment to account for changes in transportation costs, taxes, or exchange rates.
Any variation of more than 8% will result in written notification to the Client, who will have the option to accept or reject the change.
3. Reservation and Confirmation
All reservation requests must be made:
by email to contact@ayumivoyage.com, or
via the contact form on the agency’s website.
The reservation becomes final on the date the Agency sends the written confirmation of the reservation, transmitted electronically, accompanied by the digital invoice and, if applicable, travel documents.
4. Payment Terms
4.1. Payment Schedule
More than 30 days before departure: 30% deposit upon booking, balance due 30 days before departure.
Less than 30 days before departure: full payment upon booking.
In the event of non-payment by the due date, the Agency reserves the right to cancel the reservation and apply the cancellation fees set forth in Article 6.
4.2. Payment Methods
Payments are made in euros, unless otherwise specified, and may be made:
by credit card (via a secure link),
or by bank transfer to the account specified in the quote.
5. Administrative and Health Formalities
Before making any reservation, the Customer must verify that each traveler is in possession of a valid passport that meets the requirements for entry into Japan.
AYUMI Voyage provides information for reference purposes regarding customs and health formalities applicable to European nationals. Travelers of other nationalities must contact the relevant embassies and consulates for further information.
A traveler who is unable to board due to failure to present the required documents will not be entitled to any refund.
The Agency shall not be held liable for the consequences of any failure to comply with administrative, customs, or health regulations (visa error, loss of passport, etc.).
Changes, Assignments, and Cancellations at the Client’s Request
6.1. Changes
Any changes made after registration may be treated as a cancellation followed by a new reservation. The Agency will do its best to minimize any associated fees.
6.2. Assignment of the Contract
The Customer may request the transfer of their contract to another person meeting the same conditions, subject to the Agency’s prior consent. This request must be made in writing no later than 15 days before departure. The original Customer and the transferee remain jointly and severally liable for payment of the balance and any transfer fees.
6.3. Cancellation of the Trip
In the event of cancellation, the date of receipt of the written notice shall be deemed the effective date.
Departure time
Fees applied
More than 45 days
44 to 31 days
30 to 14 days
13 to 7 days
Less than 7 days
30%
40%
50%
75%
100%
These fees correspond to the actual costs incurred by the Agency and the estimated loss resulting from the cancellation.
Domestic flights, activities, park or museum tickets, and guided tours are non-refundable once confirmed.
Expenses unrelated to the trip (transportation, visas, vaccinations, insurance, etc.) are not eligible for any refund.
Any refund request requires the submission of a written denial of coverage from the Customer’s personal insurance. Processing a refund may take up to 14 days after receipt of supporting documents.
7. Cancellation or Modification by the Agency
In accordance with Section 16 of the Travel Agency Act Enforcement Regulations, AYUMI Voyage may cancel or modify the trip in the event of force majeure (natural disaster, strike, epidemic, administrative decision, etc.) or unavoidable and extraordinary circumstances affecting the safety or proper execution of the trip.
The Customer may choose between:
a full refund, or
transferring the amount paid to another trip.
No additional compensation may be claimed.
8. Air Travel
AYUMI Voyage may include the booking and sale of international flights to Japan, as well as domestic flights.
The airlines’ terms and conditions apply in full.
Tickets are issued after full payment, and names must match passports exactly. Any errors attributable to the Customer will result in fees charged to the Customer.
Schedules and airlines are provided for informational purposes only. The Agency cannot be held liable for delays, schedule changes, or missed connections.
Tickets issued through a partner are subject to the carrier’s terms and conditions.
9. Activities and Tickets
Tickets for amusement parks, museums, and activities are sent approximately 30 days before the scheduled date (or within 5 business days for last-minute bookings).
These services are non-changeable and non-refundable after confirmation.
10. Legal Terms and AYUMI Voyage Assistance Conditions
10.1. Nature of the Service
The assistance provided by AYUMI Voyage is a support and assistance service designed for travelers during their stay in Japan.
It includes, in particular:
connecting travelers with local service providers (hotels, restaurants, doctors, rental companies, etc.);
modifying or managing reservations;
guiding travelers toward appropriate solutions in the event of unforeseen circumstances.
This service does not constitute travel insurance, nor is it a medical or emergency service in the strict sense.
10.2. Limitations of Liability
The AYUMI Voyage team acts under an obligation of means, not of results.
This means that our advisors will do everything possible to assist you within the scope of their expertise and available resources, without, however, guaranteeing the complete resolution of the problem encountered.
AYUMI Voyage shall not be held liable for:
losses, damages, or delays resulting from external causes (natural disasters, transportation delays, errors by a third-party service provider, etc.);
the temporary unavailability of an advisor;
consequences resulting from the customer’s failure to purchase travel insurance;
costs related to medical care, repairs, transportation, or purchases made by the traveler.
10.3. Medical Services and Emergencies
In the event of a medical issue or accident, AYUMI Voyage can direct you to the appropriate facilities (hospitals, clinics, pharmacies) or assist you in communicating with local staff.
Our advisors are not authorized to provide diagnoses, treatment, or to intervene directly with medical services.
AYUMI Voyage does not advance any medical, repair, transportation, or accommodation expenses related to an emergency.
10.4. Mandatory Travel Insurance
It is strongly recommended that all travelers purchase personal travel insurance covering:
medical and hospitalization expenses in Japan;
repatriation;
lost luggage;
transportation cancellations and delays.
AYUMI Voyage can provide contact information for reputable insurance companies, but purchasing coverage remains the customer’s responsibility.
10.5. Protection of Personal Data
Information shared in the context of assistance (name, contact details, reservation number, etc.) is used solely to respond to the customer’s request.
It is never disclosed to third parties without prior consent, unless the situation requires it (medical emergency, contact with a hotel provider, etc.).
10.6. Governing Law
These terms and conditions are governed by Japanese law, in accordance with the legislation in force for travel agencies operating in Japan.
In the event of a dispute, an amicable resolution will be sought before any administrative or legal action is taken.
11. Insurance
Ayumi Voyage is covered by professional liability insurance.
This coverage applies to incidents occurring in Japan.
The Customer must have travel insurance covering medical expenses and repatriation.
For trips involving mountain activities, trekking, diving, or high-risk sports, the traveler must take out specific insurance covering these activities for the duration of the trip.
12. Liability
Ayumi Voyage is responsible for the proper performance of the services specified in the contract.
However, it shall not be held liable in the event of:
external events (wars, strikes, riots, natural disasters, bankruptcy of a service provider, etc.);
loss, theft, or damage to documents or luggage;
failure to present valid documents (passport, visa, vaccination records);
or flight delays, cancellations, or changes.
The Agency’s liability, regardless of the cause, is limited to three times the total price of the trip, except in cases of bodily injury or gross negligence or willful misconduct on the part of the Agency. The Agency shall not be held liable for indirect damages such as loss of income, loss of enjoyment, or loss of opportunity. This limitation applies to all claims made under the travel contract.
13. Minors
Minors (under 18 years of age) may participate in the custom trips organized by Ayumi Voyage, provided they are accompanied by a responsible adult for the entire duration of the trip. The accompanying adult assumes responsibility for the minor during the trip.
If the minor is not accompanied by their parents or legal guardians and subject to the prior consent of AYUMI Voyage, a document must be signed by the father, mother, or legal guardian and bear the notation “consent of the father, mother, or guardian.”
Parents, legal guardians, or accompanying adults must ensure that the minor has the required travel documents (passport, visa, authorization to leave the country if applicable) and that they always have their parents’ contact information on them.
14. Data Protection
The personal data collected is processed in accordance with the GDPR (EU 2016/679) and the Japanese APPI (Personal Information Protection Act).
📧 DPO Contact: contact@ayumivoyage.com
Data is retained for the duration of the contract and then archived for 5 years. Data is collected solely for the purposes of managing reservations, billing, and communicating with the Customer.
The Customer has the right to access, rectify, object to, and delete their data.
For more information: click here.
15. Complaints and Mediation
Any complaints must be addressed to:
📮 Ayumi Voyage – Customer Service
In the event of a dispute, the Customer may seek voluntary mediation:
in Japan: Japan Tourism Agency Consumer Settlement Center (JATA),
or in Europe: https://ec.europa.eu/consumers/odr
16. Governing Law and Jurisdiction
These Terms and Conditions are governed by Japanese law.
Any dispute relating to their interpretation or enforcement falls under the exclusive jurisdiction of the courts of Kobe (Hyogo Prefecture, Japan).
European consumers nevertheless benefit from the mandatory provisions of their country of residence, in accordance with Article 6 of Regulation (EC) No. 593/2008 (“Rome I”).