Cancellation Policy
Last updated: September 2026
Free cancellation up to 24 hours before your experience. Cancel through Viator or GetYourGuide — not by email.
Free Cancellation
We offer free cancellation for all experiences booked through Viator or GetYourGuide, up to 24 hours before the scheduled start time. To cancel, please use the cancellation function within your Viator or GetYourGuide booking confirmation. Cancellations requested directly to CAREN by email cannot be processed — they must be submitted through the platform where you booked.
Cancellations Within 24 Hours
Cancellations made less than 24 hours before the experience start time are non-refundable. If you are unable to attend due to illness or an emergency, please contact the platform through which you booked as soon as possible. Exceptions are at the discretion of the booking platform.
No-Shows
Guests who do not arrive for their scheduled experience without prior cancellation will not be eligible for a refund. If you are running late, please contact us via the Viator or GetYourGuide messaging system. We will do our best to accommodate you, but late arrivals may not be able to join an experience already in progress.
Cancellations by CAREN
In rare circumstances, CAREN may need to cancel an experience due to weather, illness, or other unforeseen events. In such cases, you will receive a full refund through the booking platform. We will notify you as early as possible and, where feasible, offer an alternative date.
Rescheduling
If you wish to reschedule your booking, please cancel through your booking platform and make a new reservation for your preferred date, subject to availability.
Questions
For questions about cancellations or refunds, please first contact Viator or GetYourGuide directly, as they manage all payment and refund transactions. For other enquiries, you may contact us at concierge@caren.jp.