Frequently Asked Questions
Booking
How do I book a ride?
You can book online through our booking wizard in under 2 minutes. Select your route, choose a vehicle, add any extras, and confirm. You will receive instant confirmation by email.
How far in advance should I book?
We recommend booking at least 4 days in advance for the best vehicle availability. During peak seasons (cherry blossom season, autumn foliage season, Christmas, and New Year), we recommend booking 2-3 weeks in advance.
Can I modify or cancel my booking?
Yes, you can modify or cancel your booking through your customer dashboard or by contacting our support team. Please review our cancellation policy for details on fees based on timing.
Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, and JCB), as well as Apple Pay and Google Pay. All payments are securely processed through a trusted payment provider. We do not store or retain your credit card details or payment information on our systems. If you wish to pay by bank transfer, please contact us in advance.
When am I charged?
A 10% deposit is charged when your booking is confirmed by TLS. The remaining 90% is charged 10 days before your pickup date. For last-minute bookings (within 48 hours), the full amount is charged immediately.
Do you offer refunds?
Refund amounts depend on when you cancel relative to your pickup date. Please see our cancellation policy for the full refund schedule.
Service
What areas do you serve?
We operate across all of Japan, with our primary service area in the greater Tokyo region. Airport transfers are available for all major Japanese airports including Narita (NRT), Haneda (HND), Kansai (KIX), and Chubu (NGO).
Do your drivers speak English?
We can arrange an English-speaking driver upon request. If you require a driver who speaks another language, please contact us in advance.
Are child seats available?
Yes, both infant and child car seats are available upon request. Please select the child seat option when making your reservation.
What happens if my flight is delayed?
We track your flight in real-time and automatically adjust the pickup time. There is no extra charge for flight delays. Your chauffeur will be waiting when you arrive, with 60 minutes of complimentary waiting time included. In the event of significant changes to your flight schedule, we may need to arrange a different vehicle type, depending on availability.
Vehicles
What types of vehicles are available?
We offer a variety of vehicles suitable for group travel, including the Toyota Alphard minivan, the Hiace for larger groups, and the Mercedes-Benz S-Class and V-Class for VIP transfers. You can easily book our stretch limousines online for an extraordinary luxury travel experience. All vehicles are meticulously maintained and managed to ensure they are always clean and comfortable, providing you with a high-quality travel space where you can relax with peace of mind.
Can I request a specific vehicle?
Absolutely. You choose your vehicle during the booking process. If your preferred vehicle is unavailable, we will contact you to offer an equivalent or upgraded alternative.