Terms and Conditions.

1. Booking

All bookings are processed through Bokun on the Trekmate Hokkaido website or through TripAdvisor when booked on Viator or Expedia.

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(1) We accept bookings by phone, email, or other means of communication. The contract is established at the time of booking. The contract will be executed when Trekmate Hokkaido receives the following payment:

• The full tour price for half day, 1 day, and Multi day tours.
• A deposit of 50,000 yen per person for tours of 2 days or more.

(2) If we do not receive the full payment then we will not process the booking.

(3) Bookings and payments will be received during our business hours. Any communication received after business hours will be accepted on the next business day.

(4) The deposit is treated as a part of the tour price. The balance payment is due 30 days before the start date of the tour, and we will remind you of this by email.

(5) You are required to fill in and submit our Booking Form within 7 days from when the booking is accepted by us. On the Booking Form we ask for your name, contact details, medical conditions, emergency contact details, travel insurance, and some information regarding your travel.

(6) If you have any special requests regarding food requirements, allergies, or physical abilities, please let us know at the time of booking.

(7) We will endeavor to arrange the measures requested wherever possible and practical. Please note that any extra costs required are to be borne by the customer, and that we may decline the booking if we are unable to arrange the measures requested.

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2. Payment

For credit card payment, we use Stripe and PayPal, which will incur an additional transaction fee of 3.6% for Stripe and 4% for PayPal.

(1) The request for cancellation will be only accepted during our business hours.

(2) The customer may cancel the contract without paying the cancellation fee in the following situations:

• When the contract contents are changed by Trekmate Hokkaido.
• If safe and smooth travel becomes impossible due to natural disasters, war, riots, suspension of travel services such as transportation, orders from public institutions, or other valid reasons.
• When Trekmate Hokkaido does not deliver the tour confirmation contract, including the finalized itinerary, to the customer before the start of the tour.
• When it becomes impossible to carry out a trip according to the itinerary stated in the tour confirmation contract due to reasons attributable to us.

 3. Cancellation.

   You can cancel up to 24 hours in advance of the experience for a full refund.

For a full refund, you must cancel at least 24 hours before the experience’s start time. If you cancel less than 24 hours before the experience’s start time, the amount you paid will not be refunded.

Any changes made less than 24 hours before the experience’s start time will not be accepted. Cut-off times are based on the experience’s local time.

All refunds will be processed within 60 days from cancellation date.

4. Cancellation – after the start of the tour

(1) If the contract is cancelled or the customer leaves the tour early, it will be regarded as a waiver of the customer’s rights and no refund will be given.

(2) If the customer is unable to receive the travel service stated in the tour confirmation contract, or if Trekmate Hokkaido notifies that fact, then regardless of the cause, the customer can cancel the contract without paying the cancellation fee for the remaining portion of the itinerary that is no longer going to be fulfilled.

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5.Travel Insurance

(1) All guests joining our tours are required to have travel insurance. Please make sure you have valid travel insurance, covering the kind of activities you are undertaking during our tour, cancellations, loss of personal belongings, and any unforeseen circumstances while travelling.

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5. Health, Fitness and Behaviour

(1) Payment of the deposit or of the full tour price acts as a warranty that the traveler has sufficient health and fitness to participate in the tour. We reserve the right to decline a booking and/or remove a traveler from a tour if their health, fitness or behaviour interferes with the tour or other travelers’ tour experience in any way.

(2) If you have a medical, physical or mental condition, you must disclose this to us by providing accurate information on the Registration Form upon booking. You are also obliged to inform us if a medical condition changes after your booking and before the date of departure.

(3) Customers over the age of 70 may be asked to submit a medical certificate from their doctor.

(4) In the event that Trekmate Hokkaido cancels the contract due to the customers health, fitness, or behaviour as described above, the contractual relationship between the customer and our company will end at that time and the fulfilment of our obligations regarding the travel services you have already received is considered to be complete.

(5) In the case of the preceding paragraph, Trekmate Hokkaido will refund you the balance after our costs are covered for the duration of your attendance on the tour.

(6) If you decide to leave the tour at your convenience, please inform Trekmate Hokkaido of when you will rejoin the tour. If you withdraw without notification, we will not be liable to compensate for any loss caused by the withdrawal.

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6. Alteration of the Contract

(1) In order for us to assure the safety of travelers and our guides, Trekmate Hokkaido reserves the right to:

• Cancel, modify, substitute any hiking/trekking route set out in the itinerary, in case of adverse weather, or any other hazardous conditions.
• Change the date and the itinerary in the event of natural disasters, suspension of travel services, orders from public institutions, if those changes are unavoidable to ensure the safe and smooth implementation of the tour.

(2) In the above situations, we will promptly explain to the customer in advance the reason for the alteration. However, in case of emergency, we may be unable to explain the reasons until after the alteration is made.

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7. Refund Payment

When Trekmate Hokkaido makes any refund to the customer due to the alteration of tour price or the cancellation described in sections 1-6 above, we will pay the refund on the following schedule.

Cancellation made before departure Within 8 days from the day the cancellation is made.

Cancellation made after departure Within 31 days from the day the tour ends.

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8. Our Liability

(1) Trekmate Hokkaido will only compensate for any losses incurred by the customer as the result of our company’s actions, both intentional or through negligence, when we are notified of the losses within 2 days from the day after the occurrence of the damage.

(2) Trekmate Hokkaido will not be held liable for any losses caused by natural disasters, war, riots, suspension of travel services such as transportation and accommodation facilities, orders from public institutions, or other reasons beyond our control.

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9. Responsibility of the Customer

(1) If Trekmate Hokkaido suffers willing or negligent damage by the customer, we will claim compensation for our losses from the customer.

(2) It is the responsibility of the customer to, using the information provided by us, endeavour to understand their rights, obligations and other details of the travel contract.

(3) If the customer experiences and recognises any difference in tour services described in the tour confirmation contract and the difference has not been clearly explained to the customers satisfaction, the customer must promptly inform Trekmate Hokkaido at the destination before the end of the tour.

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 10. Use of Imagery

(1) We reserve the right to use photographs or videos taken during our tours for promotional purposes. Please let us know at the time of booking If you have any objections to us using your image.

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11. Assumption of Risk

(1) Travelers are advised that all activities are undertaken entirely at their own risk, and they must behave in a fit and proper manner at all times in accordance with Trekmate Hokkaido’s guidelines. All adventure and outdoor activities carry inherent risks and Trekmate Hokkaido do not assume any responsibility for accidents that are caused by its customers or caused by factors outside of human control.

(2) With the purchase of your trip you acknowledge that:

• By its very nature, adventure travel and hiking tours are challenging, demanding and have a significant level of risk, including injury and possibly death.
• Additional dangers and risks associated with adventure travel may include difficult and dangerous terrain; high altitude; extremes of weather, including sudden and unexpected changes; political instability; remoteness from normal medical services and from communications; and evacuation difficulties in the event of illness or injury.
• You must follow our guide’s instructions and use any safety equipment provided at all times. For the above reasons you accept the inherent and increased dangers and risks associated with the proposed activity and the accompanying risk of injury, death or property damage or loss.

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