Updated 29 July 2022 to extend policy.
We’re taking the guesswork out of travel. With our Book with Confidence policies, you can book with peace of mind, knowing that your funds are protected.
For new bookings from 17 August 2021 through 30 September 2022 we are pleased to offer you our ‘book with confidence’ policy.
Our Book with Confidence policy provides you greater flexibility in two ways: with our Book Now for Flexibility policy, and our Covid-19 Credit Promise.
With our ‘Book Now for Flexibility’ policy, if you book your tour between 1 August 2021 and 30 September 2022, you may change your tour to a departure up to 31 May 2023, as long as you make the change no later than 60 days prior to the start of your travel. We’ll provide you with a transfer credit equal to 100% funds you have entrusted with us which you can then apply to your new departure dates. * **
Should government restrictions or illness with covid 19 prevent you from travelling to Japan, you can reschedule your tour up to 21 days before departure with no charge!
With our ‘Covid-19 Credit Promise’, if, within 21 days of travel, you or a member of your booking party is diagnosed with COVID-19 or required to self-isolate and so is unable to travel, we’ll waive our usual cancellation charges and provide you with a transfer credit equal to 100% of the recoverable costs.
If you need to change your booking due to official government advice or restrictions or due to you or one of your travelling party falling ill with Covid-19 *** you have three options.
1. Change to an alternative trip **
2. Postpone to a later date **
3. Receive a non-refundable travel credit for your tour which can be applied to departures until 31 May 2023****
Our standard booking conditions apply to all bookings and you can find the booking condition specific to the book with confidence policy here:
* Transfer credits for the Book now for Flexibility policy are non-refundable and must be used by 31 May 2023. Credits left unused by 31 May 2023 will be cancelled at our discretion and will not be refunded. A single date change can be made per booking and any further date changes will be at the discretion of Oxalis Holidays DBA Oku Japan.
**If the cost of your new trip/date is higher, a balance will be due.
*** Refers to the official advice of the Japanese government. For example, quarantines on arrival in Japan.
**** Changes and refunds will be less any non-refundable and non-recoverable costs. We will outline any non-refundable and non-recoverable costs within 28 days of the issue of your travel credit.
The following terms and conditions (“Terms”) are supplementary to Oxalis Holidays Limited DBA Oku Japan’s Booking Conditions and as such, amend the Booking Conditions. Where you make a booking with us, these Terms and the main Booking Conditions form the basis of your contract with Oxalis Holidays Limited, DBA Oku Japan registered address: Lynton House, 7-12 Tavistock Square, London WC1H 9BQ
The following terms will only apply to new bookings made from the 1st of August 2021. Where there is a conflict between the Terms contained within and our Booking Conditions, these Terms will prevail.
1. Cancellation by you (Amendment to Clause 5 of our Booking Conditions)
Up to 21 days prior to departure
If you wish to cancel your booking in circumstances where you are liable to pay the cancellation charges set out in Clause 5 of our Booking Conditions, you have the following options:
Change to an alternative trip
Postpone your trip to a later date up to 31 May 2023
Cancel and pay standard cancellation charges as set out in Clause 5 of our Booking Conditions. The change fees in Clause 6 of our Booking Conditions will not be exercised.
Cancel and receive a non-refundable future travel credit that can be applied to tours departing through 31 May 2023.
Any changes or cancellation to these trips will be subject to the cancellation charges in our Booking Conditions and any refund offered will be less any non-refundable costs, which will be detailed within 28 days of your notification to us that you will not be travelling on your originally booked dates.
If you choose to change to an alternative trip, you will be liable to pay any additional cost if the alternative is of a higher value. If you choose an alternative trip of lower value, your remaining credit will be held for your use by 31 May 2023 and is non-refundable.
If you choose to change dates on your tour, the cancellation charges that would apply on the date we receive your change request will apply to you new booking should you later cancel that booking. I.e. if you request a transfer at 30 days prior to your tour start date, the standard cancellation charge that would apply at that time is 30% of your tour cost. If you make rebook to a later date, but then cancel that booking at 75 days prior you cancellation charges begin from 30% and follow the cancellation charges set out in our booking conditions.
How to cancel: You must notify us of your cancellation and the reason via email/in writing: firstname.lastname@example.org. Any cancellation will only be effective when we receive it in writing via email. At the same time, you must provide us with appropriate written official evidence of the coronavirus diagnosis or need to self-isolate (for example the confirmation of the test result). Please note that evidence must be provided so if you have what you believe to be COVID-19 symptoms, you must arrange and take a test as soon as possible. In the event that there is insufficient time to take a test before your departure on holiday, please call us by telephone or contact us by e-mail as soon as you can.
If you choose to change to an alternative trip or postpone to a later date, a binding contract will come into existence between you and us as soon as we have issued you with a new booking confirmation that will confirm the booking of your alternative trip or new dates of your booking. Your new tour will be subject to our standard Booking Conditions.
2. Cancellation due to COVID-19 related reasons
A COVID-19 related reason will be determined by us at our absolute discretion, but can include any of the following, if these scenarios affect the travel arrangements you have booked with us prior to departure:
a) If you are required to quarantine upon arrival to Japan;
b) If Japan has closed its borders or is otherwise denying entry to visitors 21 days or less before your scheduled date of travel;
c) If you have been diagnosed with COVID-19 before departure and are no longer able to travel;
d) If you have been in contact with someone that has been diagnosed with COVID-19 and you need to self-isolate, preventing you from travelling;
e) If you have been contacted by the NHS Test and Trace (or an equivalent system) to self-isolate, preventing you from travelling;
Please note: if you wish to cancel for reasons c) – e), we do require evidence of this in order to honour your transfer credit or refund.
You will have the following options if you wish to cancel your booking at any time prior to departure due to a COVID-19 related reason:
Change to an alternative trip
Postpone to a later date
Receive a non-refundable transfer credit less any irrecoverable cancellation costs
Any changes or cancellation to trips will be subject to the amendment or cancellation charges in our Booking Conditions and any refund offered will be less any non-refundable costs, which will be detailed to you once calculated and within 28 days of your notification to us.
3. Insurance (Additional Term to Clause 3 of our Booking Conditions)
Adequate travel insurance is a condition of your contract with us. Your insurance policy must include provisions relating to COVID-19. Including cover if you have been diagnosed with COVID-19 during your holiday or have otherwise been in contact with someone who has been diagnosed and you are now required to self-isolate. Your insurance policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate during your trip.
We will not be responsible for any costs
These Terms do not restrict or limit your rights contained within our Booking Conditions but offer you alternative cancellation options and extended rights if you cancel in accordance with Clause 2 of these Terms.
These Terms Clauses 2 and 3 above will only apply pre-departure. You are not entitled to the benefits of this Refund Policy where you curtail your holiday after departure.
How to cancel: You must notify us of your cancellation and the reason via email/in writing: email@example.com. Any cancellation will only be effective when we receive it in writing via email.
Important note: If you choose to change to an alternative trip, you will be liable to pay any additional cost if the alternative is of a higher value. If you change to an alternative trip of lower value, the balance of your travel credit will be kept on account for your use by 31 May 2023.
The lead name is deemed to have the authority of all persons named on the booking. If you have booked via a travel agent, we will amend, or cancel your booking based on their advice to us.
The non-refundable travel credit is transferable. You must notify us in writing the full name of who you are transferring the credit to and that individual must contact us within 14 days to confirm their tour.
We will offer you a non-refundable travel credit where we are reasonably satisfied that you are cancelling for COVID-19 reasons.
We have the right to refuse to allow you to cancel and receive a non-refundable travel credit where we are not reasonably satisfied that you are cancelling for a COVID-19 reason.
The right to cancel in accordance with these terms applies to any new booking (whether made with us directly or through an authorised travel agent) made between 1 August 2021 and 30 September 2022. We reserve the right to withdraw, amend, or extend our COVID-19 Book with Confidence policy at any time.
The COVID-19 Book with Confidence Terms does not apply to having to self-isolate on return to your home country from Japan i.e., the UK traffic light requirements or equivalent.
These terms are in addition to our normal booking conditions.