Terms and Conditions

In these Terms, the following terms have the meanings set out below.

• "Transport Operator" (TLS PARTNER) means an independent third party that holds the licences and permits required by law and that performs the actual carriage on its own responsibility.
• "User" means the individual or corporate entity that submits a booking request through the TLS WEBSITE or otherwise.
• "Passenger" means the person who actually travels in the vehicle. Where the User and the Passenger are different persons, the User is responsible for ensuring that the Passenger complies with these Terms.
• "Arrangement Agreement" means the contract concluded between the User and TLS for the arrangement of transport services and other services.
• "Contract of Carriage" means the contract for carriage concluded between the User (or the Passenger) and the Transport Operator.
• "Concierge Services" means acting as intermediary for, and arranging, restaurant reservations and other services provided by third parties.
• "Booking Confirmation" means the notice issued by TLS to the User expressly confirming the conclusion of the Arrangement Agreement.

2.1 TLS is the operator of the booking platform and acts as the arranger and intermediary of transport services. TLS does not provide the transport services itself, nor does it perform the carriage through parties acting as its performing agents.

2.2 The actual carriage is performed by a Transport Operator holding the necessary licences, in its own name and on its own responsibility. The Contract of Carriage is concluded between the User (or the Passenger) and the Transport Operator, and TLS arranges for the User an entitlement to be carried.

2.3 The consideration payable to TLS consists of the arrangement fee, the system usage fee and the amounts, such as the carriage charges, that TLS advances to the Transport Operator. The prices displayed on the TLS WEBSITE are the total amounts inclusive of these.

2.4 TLS selects Transport Operators on the basis of reasonable criteria and provides coordination of the journey and Concierge Services. The allocation of responsibility for the performance of the carriage itself is as set out in Article 15.

3.1 The User warrants that the information provided to TLS, whether by the User or through a third party, is complete and accurate. Registration by automated means is prohibited.

3.2 Registration is free of charge and may be made by any individual or corporate entity that: (a) books services through the TLS WEBSITE; (b) provides valid and accurate information when creating a "MY ACCOUNT"; (c) is not, and is not associated with, an antisocial organisation; and (d) is at least 19 years of age.

3.3 The User shall manage its account information at its own responsibility and shall not allow any third party to use it. Where the registered information is found to be false, TLS may suspend or delete the account.

4.1 A booking request submitted through the TLS WEBSITE, by e-mail or by telephone (a "Ride Request") constitutes an offer to conclude an Arrangement Agreement and does not of itself mean that a contract has been formed.

4.2 At the time of the Ride Request, only an authorisation (a hold on the credit limit) is placed on the User's payment method; no charge is made.

4.3 The Arrangement Agreement is concluded at the point at which TLS expressly issues the Booking Confirmation. Until then, the User may withdraw the Ride Request free of charge.

4.4 TLS may decline a Ride Request without giving reasons. In that case the authorisation is released without delay.

5.1 TLS arranges a vehicle of the booked class together with a chauffeur. The journey itself is carried out by the Transport Operator.

5.2 The vehicle images shown on the TLS WEBSITE are illustrative only; the model, year, colour and interior may differ.

5.3 For fixed-rate airport transfers, where flight information has been provided, TLS checks the operating status of the flight and adjusts the pickup time according to the actual arrival.

This applies only where the pickup time has not been fixed and can be adjusted to the arrival status of the flight. Where the customer has fixed the pickup time they specified, the time will not be changed.

5.4 Hourly bookings shall, as a rule, start and end within Tokyo's 23 wards. An additional charge applies where they start or end outside that area. An hourly booking starts at the pickup time stated in the Booking Confirmation.

5.5 In providing Concierge Services, TLS does no more than act as intermediary in arranging reservations with restaurants and other third-party providers, and is not responsible for the content or quality of those services or for their cancellation conditions. Any cancellation fees or similar charges imposed by such third parties are borne by the User.

5.6 The driving routes, journey times and recommended booking times for airport transfers displayed on the TLS WEBSITE are estimates calculated on the basis of past records, average journey times and similar data. They do not promise or guarantee the actual route, journey time or arrival time.

In particular, the recommended booking time for an airport transfer is an estimate calculated automatically on the assumption of normal traffic conditions, and the actual journey time may vary considerably owing to traffic congestion, accidents, traffic restrictions, weather or other unforeseen circumstances.

Accordingly, even where a booking is made on the basis of the recommended booking time, TLS does not guarantee that the User will be in time for the departure of a flight or will arrive at the destination by a specified time. TLS shall not be liable for delays arising from such circumstances.

6.1 All prices are displayed in Japanese Yen including consumption tax, and the breakdown is set out before the User confirms the Ride Request. The breakdown includes the base fare, airport charges, night charges, the surcharge for areas outside Tokyo's 23 wards, stopover charges, optional charges, seasonal charges and the arrangement fee.

6.2 Night charge: a surcharge applies to journeys operated between 22:00 and 06:00.

6.3 Quotations for fixed-rate airport transfers and point-to-point (direct) transfers apply to the pickup and drop-off locations specified. Each stopover on the direct route attracts an additional charge in accordance with the price list.

6.4 Hourly bookings include 15 kilometres of travel per hour.

6.5 Where the estimated amount displayed on the TLS WEBSITE differs from the actual service fee, TLS will inform the User of the final confirmed price before the booking is confirmed. The User confirms the booking after checking and accepting the final price presented.

7.1 Waiting time: for a pickup under a fixed-rate airport transfer, waiting is free of charge for up to 60 minutes from the flight arrival time (or the booked pickup time). Beyond 60 minutes, the prescribed additional charge accrues for each 30 minutes. For transfers to the airport and other direct transfers, where the Passenger has not boarded within 15 minutes of the booked pickup time, the prescribed additional charge accrues for each 30 minutes.

7.2 Extension of the journey: even after the Arrangement Agreement has been concluded and after the journey has begun, the User (or the Passenger) may change the itinerary so far as the Transport Operator is able to accommodate it. Where the distance or the time exceeds the original booking, the price is recalculated in accordance with the price list on the basis of the actual service (total distance or total time). Extensions of the time of use are charged at the prescribed rate for each 30 minutes (a 30-minute extension charge accrues as soon as the booked time is exceeded). Where the distance or the time is less than originally booked, the price is not reduced.

7.3 Excess distance: travel beyond the distance included in an hourly booking attracts an additional charge based on the per-kilometre rate for the vehicle concerned (including consumption tax).

7.4 Cleaning: where the interior of the vehicle is soiled beyond ordinary use, the User shall bear the actual cost of cleaning together with the loss arising from the vehicle being out of service.

7.5 Where additional charges arise, they are charged after an itemised statement of their nature and amount has been presented to the User. Where the additional charges are substantial, for example because of an extension of time on the day, TLS may request payment of the additional charges through the TLS WEBSITE during the journey.

8.1 The User shall pay the full service fee by credit card or bank transfer before the provision of the service begins.

Where the booking is made through the TLS WEBSITE and there are 11 or more days until the date of service, the User may choose between the following two methods of payment at the time of booking:

• payment of the full amount upon confirmation of the booking; or
• payment of 10% of the price upon confirmation of the booking, with the balance charged automatically 10 days before the date of service.

Where an automatic charge fails, TLS notifies the User and retries the payment up to three times at 24-hour intervals. If payment is still not received after the third retry, TLS may cancel the booking. Credit card payments are processed through Stripe, and TLS does not retain the User's credit card details.

Bank transfer fees are borne by the User.

Payment in cash for service fees and additional charges is, as a rule, not accepted.

8.2 Under either method, amounts are billed in Japanese Yen, and currency exchange fees and similar costs are borne by the User.

9.1 Requests for changes should be made through "MY ACCOUNT" or customer support.

9.2 Where a change increases the price, TLS obtains the User's consent in advance before charging.

9.3 Changes to the vehicle or to the date of the journey are free of charge until 5 days before the date of the journey (any price difference arising from the change excepted). Changes made from 4 days before the date of the journey are, as a rule, treated as a new booking, and the cancellation policy in Article 11 applies to the original booking. Minor changes, such as to the pickup time or the pickup and drop-off locations, will be accommodated by TLS and the Transport Operator so far as possible.

9.4 A change that amounts in substance to a cancellation is treated as a cancellation.

10.1 Where, for unavoidable reasons, it becomes necessary to change the vehicle, the service hours, the content of the booking or the price, TLS notifies the User of the change.

10.2 Where a change under the preceding paragraph increases the price, the User may either accept the change within the period stated in the notice or cancel the booking without bearing any additional charge. No increased amount is charged without the User's acceptance.

10.3 Where the vehicle class or other content of the booking is changed and the User does not accept the change, the User may cancel the booking within the period stated in the notice, in which case TLS refunds in full the service fee already paid by the User.

The cancellation charges payable on cancelling a booking are as follows.

• No notice of cancellation: 100%
• On the day, or up to 13 hours before use: 100%
• 1 day before: 80%
• 2 to 3 days before: 50%
• 4 to 10 days before: 30%
• From confirmation of the booking until 11 days before: 10%

11.1 Force majeure: where heavy snow, a typhoon, flooding, an earthquake or another serious disaster occurs and TLS or the Transport Operator determines that the journey cannot be operated safely, the booking is cancelled and the full amount is refunded.

11.2 In the case of a no-show, the User loses the entitlement to be carried; this does not affect TLS's claim to its consideration.

11.3 Definition of a no-show: (a) for transfers (point to point), where the Passenger has not appeared at the agreed pickup location, without notice, within 30 minutes of the agreed pickup time; for airport transfers, where the Passenger has not appeared, without notice or notification of a delay, within 60 minutes of the agreed pickup time (or of the flight arrival time). In either case the full amount is charged and no waiting-time surcharge is added. (b) For hourly bookings, where the Passenger has not appeared, without notice, by the expiry of the booked hours counted from the agreed pickup time. The full amount is charged.

11.4 The preceding paragraph does not apply where TLS or the Transport Operator and the User have agreed a change to the pickup time by telephone or through the TLS WEBSITE. As a rule, the User has no right to change the pickup time unilaterally.

12.1 The User shall state completely and accurately the pickup location, the pickup time, the number of passengers, the number of items of luggage and (in the case of an airport transfer) the flight number.

12.2 Luggage and pets: the price is based on the number of items of luggage stated at the time of booking. The carriage of undeclared excess luggage, oversized luggage or animals may give rise to additional charges and to an increase in the arrangement fee. The Transport Operator may refuse to carry luggage or animals that were not agreed in advance. The same applies to animals that are not contained in a suitable, securable transport box.

12.3 Child seats: where a child seat is required, the User shall state, as a remark at the time of booking, the number and ages of the children to be carried and the type of seat required.

12.4 Capacity: the maximum number of passengers and the number of items of luggage that may be carried in each vehicle are prescribed by law. The Transport Operator may refuse carriage in excess of those limits.

12.5 Impossibility of carriage: even where the Transport Operator refuses carriage because the requirements of this Article were not stated, or were not stated accurately, TLS's claim to its consideration under the Arrangement Agreement is unaffected.

12.6 Safety: the User and the Passenger shall conduct themselves so as not to cause injury to themselves or to third parties or damage to the vehicle, and shall follow the instructions of the chauffeur. Opening the doors while the vehicle is in motion, throwing objects out of the vehicle, leaning out of the vehicle and shouting from the vehicle are prohibited. Before using equipment in the vehicle, please ask the chauffeur for an explanation.

12.7 No smoking: all vehicles are non-smoking.

12.8 Damage: where the User or the Passenger acts in breach of the above, they shall compensate the actual cost of cleaning together with the loss arising from the vehicle being out of service. Decisions as to whether repairs are required, as to additional cleaning costs and as to other compensation are made by TLS and the Transport Operator.

12.9 Property left in the vehicle: neither TLS nor the Transport Operator is responsible for the loss or theft of, or damage to, items in the vehicle. Where property is found, it is held for 10 days and thereafter dealt with in accordance with applicable law. The cost of returning it is borne by the User.

12.10 Refusal of service: where charges remain unpaid, where these Terms have been breached, where the User or the Passenger is or is associated with an antisocial organisation, or where TLS otherwise determines that they are not suitable to use the service, TLS and the Transport Operator may refuse bookings and carriage.

13.1 TLS is not liable for delays arising from traffic congestion, weather conditions, orders of public authorities, strikes by air-traffic controllers or other circumstances beyond TLS's control.

13.2 In such exceptional situations, longer waiting times than usual or cancellations at short notice may occur, and the User is asked to accept this.

13.3 The recommended booking time for airport transfers displayed on the TLS WEBSITE is an estimate calculated automatically on the assumption of normal traffic conditions, and the actual journey time may vary considerably owing to traffic congestion, accidents, traffic restrictions, weather or other unforeseen circumstances.

Accordingly, even where a booking is made on the basis of the recommended booking time, TLS does not guarantee that the User will be in time for the departure of a flight or will arrive at the destination by a specified time. TLS shall not be liable for delays arising from such circumstances.

14.1 Points are credited on completion of the journey, at a rate of 2% to 5% of the fare depending on the membership tier. One point equals one Yen, and points are valid for 24 months from the date on which they are credited. Points cannot be combined with promotional codes. No points are credited for cancelled journeys.

14.2 Points cannot be exchanged for cash or transferred to third parties. Points obtained improperly may be cancelled. TLS may change the content of the programme, or terminate it, on reasonable prior notice.

▶ Full details of the TLS Membership Programme

15.1 TLS is liable for damage caused intentionally or by gross negligence of TLS or of parties acting as its performing agents in the performance of its obligations as arranger and intermediary.

15.2 In the case of damage caused by simple negligence, TLS is liable only for foreseeable and typical damage resulting from a breach of a fundamental contractual obligation, that is, an obligation whose performance makes the proper execution of the contract possible and on which the User may rely.

15.3 Responsibility for the performance of the carriage itself (accidents during the journey, the condition of the vehicle, the conduct of the chauffeur, delays in operation and the like) lies with the Transport Operator as the party to the Contract of Carriage.

15.4 At the User's request, TLS will cooperate, to a reasonable extent, in communicating and coordinating with the Transport Operator.

15.5 The limitations of liability set out in these Terms do not apply to damage caused intentionally or by gross negligence of TLS, to damage to life, body or health, or in any other case where the limitation or exclusion of liability is not permitted by law.

15.6 The checking of flight information and traffic conditions is an obligation of reasonable effort, and TLS does not guarantee the outcome.

16.1 Except in cases of intent or gross negligence, TLS is not liable for the accuracy, reliability, completeness or timeliness of the content and programs provided free of charge under the name of the TLS WEBSITE, or for any damage arising from them. This includes system failures due to transmission errors, delays or interruptions, defects in technical equipment or services, inappropriate content, missing, lost or deleted data, viruses and damage of every kind arising from their use. TLS also does not warrant the availability or effectiveness of the functions it provides.

16.2 TLS is not responsible for the content, accuracy, legality or functionality of third-party websites referred to by links. Access to those pages is at the User's own risk.

17.1 TLS provides information about the User and the Passenger (name, contact details, pickup and drop-off locations, flight information and the like) to Transport Operators and to the providers of Concierge Services, to the extent necessary to carry out the arrangement.

17.2 Payment information is processed by the payment service provider, and TLS does not retain credit card numbers.

17.3 All other handling of personal information is governed by the Privacy Policy published on the TLS WEBSITE.

18.1 The content published on the TLS WEBSITE is protected by copyright. Subject to compliance with these Terms, TLS grants the User a revocable right to use the TLS WEBSITE for its intended purpose. Modification, reproduction, republication, transmission, distribution and use for any other improper purpose are prohibited.

19.1 TLS may, for the purpose of improving the quality of the service and enhancing its functions, change the content, functions or specifications of the TLS WEBSITE from time to time, within a reasonable scope and having regard to the effect on Users.

In addition, where there is a legitimate reason such as system maintenance, response to a fault or security requirements, TLS may suspend all or part of the service provided through the TLS WEBSITE, temporarily or permanently, without individual notice to Users.

20.1 TLS may amend these Terms. Amendments are made by publishing the new terms on the TLS WEBSITE and notifying Users. Where no objection is raised by the User within 10 days of publication, the new terms apply. Subsequent use of the service is deemed to constitute consent to the new terms.

20.2 For bookings for which a Booking Confirmation has already been issued, the terms in force at the time of the Booking Confirmation apply as a rule.

21.1 These Terms and this contract are governed by and construed in accordance with the laws of Japan.

21.2 Any dispute arising out of or in connection with this contract shall be subject to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.

However, where the User is a consumer and a different jurisdiction is permitted under applicable law, that law shall apply.

22.1 Even where any provision of these Terms, or part of a provision, is held to be invalid or unenforceable under applicable law or by a court, the remaining provisions shall remain in effect.

23.1 The Japanese version of these Terms is the authoritative text, and the English version is a reference translation. In the event of any discrepancy between the Japanese and English versions, the Japanese version prevails.