Cancellation Policy
1. General Policy
We understand that plans can change. To ensure a smooth experience for all our customers and to maintain high-quality service, we have established the following cancellation and no-show policy. Please read it carefully. All times mentioned in this policy are in Japan Standard Time (JST).
2. Cancellations
2.1. Cancellation Window*
- Full Refund: Cancellations made more than 14 days before the scheduled session date will receive a full refund.
- Partial Refund: Cancellations made between 7-14 days before the scheduled session date will receive a 50% refund.
- No Refund: Cancellations made less than 7 days before the scheduled session date will not be eligible for a refund.
*Please note that any online processing fees incurred, including credit card payment fees, are non-refundable.
2.2. How to Cancel
To cancel your booking, please contact our customer service team via email at ignitejpn@gmial.com. Cancellations are effective from the date and time we receive your cancellation request.
3. No-Shows
If you do not show up for your scheduled session and have not contacted us to cancel, you will be considered a no-show. No-shows are not eligible for a refund or rescheduling.
4. Rescheduling
4.1. Rescheduling Window
- More than 14 days: No rescheduling fee.
- 7-14 days: A rescheduling fee of 20% of the total booking amount.
- Less than 7 days: Rescheduling is not permitted.
4.2. How to Reschedule
To reschedule your booking, please contact our customer service team via email at ignitejpn@gmial.com. Rescheduling is subject to availability.
5. Contact Information
If you have any questions or need further assistance, please reach out to our customer service team:
- Email: ignitejpn@gmial.com
- Office Hours: 9:00-5:00 (Monday – Friday)
6. Policy Changes
We reserve the right to modify this cancellation and no-show policy at any time. Changes will be effective immediately upon posting on our website. Please review this policy periodically for any updates.
Regarding Cancellation/Rescheduling Policy for the below experiences:
- Snowboarding with a Professional Snowboarder: In the event of adverse weather conditions, such as heavy snowfall, severe storms, or other conditions that may compromise safety, lessons may be postponed or canceled. The decision to cancel will be made at the sole discretion of the instructor or the management. In such cases, customers will be notified as soon as possible, and a full refund or rescheduling option will be provided. We appreciate your understanding in ensuring the safety of all participants.