Japan Private Chauffeur & Customised Tour – Terms & Conditions

These Terms & Conditions apply to private chauffeur services, airport transfers, customised itinerary planning, as well as hotel, admission ticket, activity and other travel services provided or arranged by PHOTOFLY TRAVEL SDN BHD / Play n Fly 飞常好玩.

Upon payment of the deposit, the customer shall be deemed to have read, understood and agreed to these Terms & Conditions.

1. PAYMENT, QUOTATION & BOOKING CONFIRMATION

1.1 Quotation Validity

All quotations are valid for 7 days from the date of issuance.

If the deposit is not paid within the quotation validity period, all prices, vehicles, hotels, room types, admission tickets and other supplier arrangements will be subject to reconfirmation.

The prevailing price and availability at the time of reconfirmation shall apply.

1.2 Deposit

A deposit equivalent to 50% of the total amount is required to confirm the booking.

Upon receipt of the deposit and confirmation of the booking by the Company, the relevant vehicle, itinerary and other travel arrangements will proceed to the reservation and confirmation stage.

1.3 Balance Payment

All outstanding balances must be fully paid 45 days before departure, or by an earlier deadline as otherwise notified by the Company.

Where a hotel, vehicle provider, attraction, activity operator or other supplier requires full payment at an earlier stage, the Company may require the customer to complete the relevant payment before the supplier’s applicable payment deadline.

1.4 Deposit Refund

Once a booking has been confirmed and the deposit has been paid, the deposit is generally non-refundable where the cancellation is initiated by the customer for personal reasons.

Where the booking includes hotels, admission tickets, activities, transportation tickets or other services provided by Third-Party Suppliers, any refund shall also be subject to the actual cancellation and refund terms imposed by the relevant supplier.

2. DAILY CHAUFFEUR SERVICE

2.1 Service Hours

A standard daily chauffeur service is generally limited to 10 hours per day.

Service hours must fall between 08:00 and 21:00 and shall commence when the vehicle and driver begin providing the service at the designated pick-up point.

Service time ends upon completion of the day’s itinerary and final drop-off.

The final confirmed service hours shall be based on the quotation and itinerary confirmed by the Company.

2.2 Inclusions

Unless otherwise stated in the quotation, the daily chauffeur service generally includes:

  • Chinese-speaking driver service;
  • Driver’s meal expenses;
  • Fuel;
  • Expressway and general toll charges; and
  • One 500ml bottle of drinking water per person per day.

2.3 Overtime Charges

Where the daily service exceeds the originally confirmed service hours, an overtime charge of:

JPY 5,000 per hour

will apply.

Any overtime exceeding 10 minutes shall be charged as one full additional hour.

Overtime charges should generally be paid directly to the driver in cash on the day of service.

Where the local vehicle operator, vehicle category or applicable driver regulations impose a different overtime rate, the rate stated in the final quotation or confirmed before departure shall apply.

2.4 Pick-up and Drop-off Areas

For Tokyo, standard hotel pick-up and drop-off services are limited to locations within the 23 Special Wards of Tokyo.

For Osaka and Hokkaido, standard hotel pick-up and drop-off services are limited to locations within Osaka City and Sapporo City respectively.

Where accommodation is located outside the above service areas, at an airport, in mountainous areas, suburban areas or other distant locations, additional transfer charges may apply and a separate quotation may be required.

2.5 Parking Fees

Unless expressly stated as included in the quotation, parking fees are not included in the chauffeur service fee.

Where paid parking is required during the itinerary, the customer shall bear the actual parking charges incurred.

Where the customer does not require the driver to accompany the group into an attraction or restaurant, the driver may look for a suitable parking or waiting area based on actual conditions.

However, free parking cannot be guaranteed at all locations.

3. AIRPORT TRANSFER SERVICE

3.1 Nature of Service

Airport transfers are provided on a Point-to-Point basis.

Unless additional stops have been confirmed and quoted in advance, customers may not add attractions, restaurants, shopping stops or other destinations between the airport and hotel on the day of service.

Any additional stop may be treated as an additional chauffeur arrangement and may incur additional charges.

3.2 Complimentary Waiting Time

Airport pick-up services generally include 60 minutes of complimentary waiting time.

Waiting time shall generally be calculated based on the actual flight arrival time and the applicable conditions imposed by the vehicle operator.

Where immigration procedures, baggage delays, personal circumstances or other reasons result in the complimentary waiting period being exceeded, additional waiting or overtime charges may apply.

In the event of a significant flight delay, the customer should notify the Company as soon as possible so that the Company may coordinate with the driver and vehicle operator.

3.3 Flight Changes

Where a flight is cancelled, rescheduled, diverted, changed to another airport or otherwise materially altered, any adjustment to the airport transfer shall be subject to vehicle and driver availability.

If the original vehicle operator incurs cancellation, rescheduling, additional waiting or replacement vehicle charges as a result, the actual additional costs shall be borne by the customer.

4. CUSTOMISED ITINERARY PLANNING & AMENDMENTS

4.1 Itinerary Planning

A customised itinerary will be planned based on information provided by the customer, including:

  • Departure and return dates;
  • Flight details;
  • Accommodation locations;
  • Number of travellers;
  • Budget;
  • Travel preferences;
  • Requested attractions; and
  • Transportation requirements.

Customers should provide complete and clear information as far as reasonably possible before itinerary planning begins.

4.2 Complimentary Amendments

Each customised itinerary includes up to 3 complimentary minor amendments after the initial itinerary has been delivered.

Minor amendments include:

  • Adjusting the order of attractions;
  • Replacing an attraction with another of a similar nature;
  • Changing an alternative restaurant;
  • Changing a hotel recommendation to another hotel of a similar category or within the same area; and
  • Adjusting reasonable sightseeing durations.

4.3 Itinerary Redesign

The following shall not be regarded as minor amendments and may instead constitute an itinerary redesign:

  • Substantial changes to the overall route;
  • Changing the principal travel region;
  • Changing to different cities or regions;
  • Substantially increasing or reducing the number of travel days;
  • Changing the principal mode of transportation;
  • Requiring the original itinerary framework to be redesigned; or
  • Changing the principal travel direction previously confirmed by the customer.

Where an itinerary redesign is required, the Company may charge an additional Itinerary Planning Fee.

Chauffeur services, hotels and other travel services may also need to be re-quoted based on the revised itinerary.

4.4 Amendment Feedback Period

Customers should provide any requested itinerary amendments within 14 days after receiving the proposed itinerary.

If no feedback is received within 14 days, the Company may treat the relevant itinerary version as confirmed.

Any subsequent amendment request shall be subject to the actual workload involved, vehicle availability and the conditions of the relevant Third-Party Suppliers.

4.5 Amendments Close to Departure

As a general rule, substantial itinerary amendments will no longer be accepted within 45 days before departure or after the customer has completed the balance payment.

Where the customer nevertheless requests a last-minute amendment:

  • The amendment shall be subject to the approval and availability of the vehicle operator, hotel, activity operator and other suppliers;
  • Any amendment fee, cancellation fee, fare difference or additional charge shall be borne by the customer; and
  • Where an existing supplier arrangement is non-refundable, the corresponding loss shall also be borne by the customer.

5. HOTELS, ADMISSION TICKETS & OTHER BOOKING SERVICES

5.1 Third-Party Supplier Terms

Where a customer additionally requests the Company to assist with reservations for:

  • Hotels;
  • Admission tickets;
  • Attractions;
  • Activities;
  • Restaurants;
  • Train tickets;
  • Transportation passes; or
  • Other Third-Party travel services,

such reservations shall also be subject to the payment, amendment, cancellation and refund terms imposed by the relevant supplier.

5.2 Cancellation and Refunds

Certain hotels, admission tickets, activities and other arrangements may be:

  • Non-refundable;
  • Non-amendable;
  • Non-transferable;
  • Valid only on a specified date;
  • Valid only for a specified named person; or
  • Subject to partial or full cancellation charges after a specified deadline.

Accordingly, where the customer requests a cancellation or amendment after confirmation, the actual refundable amount shall be calculated according to the applicable refund policy of the relevant hotel, booking platform, attraction, activity operator or other supplier at the time.

Where the supplier does not provide a refund, the Company cannot guarantee that the relevant amount can be refunded to the customer.

5.3 Costs Already Incurred

Where payment has already been made to a Third-Party Supplier, any refund can only be processed after the relevant supplier has confirmed and actually returned the refundable amount.

Any foreign exchange difference, bank fee, platform fee, cancellation charge or other actual non-refundable cost may be deducted from the final refundable amount.

6. HOTEL INFORMATION

6.1 Local Taxes and Charges

Unless expressly stated as included in the quotation, hotel rates generally do not include locally payable taxes and charges, including but not limited to:

  • Tourist Tax;
  • City Tax;
  • Accommodation Tax;
  • Bath Tax / Onsen Tax;
  • Resort Fee; or
  • Other charges imposed by the local authority or accommodation provider.

Such charges shall be paid by the customer directly to the hotel at check-in or check-out in accordance with the hotel’s applicable requirements.

6.2 Room Arrangements

The final room type shall be subject to the Booking Confirmation and the hotel’s actual confirmation.

Where the customer has booked a general room category without specifying a particular view, floor, bed configuration or room number, the final allocation shall be subject to hotel availability at the time of check-in.

The Company may assist in requesting a Double Bed, Twin Bed, high floor, connecting rooms, rooms with a particular view or other special arrangements.

However, such requests cannot be guaranteed unless expressly confirmed in writing by the hotel.

6.3 Hotel Facilities

Hotel facilities, hot springs, swimming pools, restaurants, shuttle services and other facilities or services may be temporarily closed or altered due to seasonal operations, maintenance, weather conditions or hotel operational requirements.

All such facilities and services remain subject to the hotel’s actual operating arrangements.

7. ITINERARY TIMING & ATTRACTION ARRANGEMENTS

Arrival times, sightseeing durations and the number of attractions stated in the itinerary represent reasonable estimates based on the planned schedule.

Actual travel arrangements may be affected by:

  • Road traffic;
  • Weather conditions;
  • Queueing times;
  • Attraction opening hours;
  • Temporary traffic restrictions;
  • Parking availability;
  • The customer’s departure time;
  • The customer’s individual sightseeing pace; or
  • Other on-site circumstances.

Accordingly, the Company cannot guarantee that all attractions can be reached or completed strictly according to the estimated schedule.

Where actual conditions prevent certain attractions from being completed on the day, the driver and the Company will assist in adjusting the sightseeing sequence where reasonably possible.

8. FORCE MAJEURE & CIRCUMSTANCES BEYOND THE COMPANY’S CONTROL

Where an itinerary is delayed, amended, cancelled or cannot proceed as originally planned due to circumstances beyond the Company’s reasonable control, including but not limited to:

  • Severe weather;
  • Typhoons;
  • Heavy snowfall;
  • Earthquakes;
  • Natural disasters;
  • Road closures;
  • Traffic restrictions;
  • Severe traffic congestion;
  • Temporary closure of attractions;
  • Flight delays or cancellations;
  • Strikes;
  • Government policies or directives;
  • Public health emergencies;
  • War or political unrest; or
  • Other events which cannot reasonably be foreseen or controlled,

the Company shall make reasonable efforts to assist in amending the itinerary or arranging alternatives.

Any additional Third-Party costs arising from such circumstances which are not caused by the Company’s fault, including additional accommodation, transportation, admission tickets, replacement vehicles or other expenses, shall be dealt with according to the actual supplier conditions and circumstances.

Such costs shall generally be borne by the customer.

Where the relevant supplier actually provides a refund, the Company shall process the matter based on the amount actually refunded.

9. CUSTOMER RESPONSIBILITIES

The customer is responsible for:

  • Arriving punctually at the confirmed meeting time;
  • Providing correct flight and accommodation information;
  • Ensuring that the number of passengers and amount of luggage are within the capacity of the vehicle booked;
  • Complying with the driver’s instructions, vehicle operator rules and applicable local laws;
  • Notifying the Company in advance of any child safety seat, wheelchair, oversized luggage or other special requirements; and
  • Ensuring that passports, visas and other immigration documents are valid.

Any additional cost arising from customer lateness, incorrect information, last-minute increases in passenger numbers or luggage, personal circumstances or breaches of local requirements shall be borne by the customer.

10. VEHICLE & DRIVER ARRANGEMENTS

The Company will arrange an appropriate vehicle based on the final confirmed number of passengers, luggage quantity, itinerary and availability.

The actual vehicle brand, model, year of manufacture, colour and registration number may vary depending on the operational arrangements of the vehicle operator.

Unless a particular vehicle model has been expressly guaranteed in the quotation, the Company does not guarantee a specific vehicle brand or model.

Where the originally scheduled vehicle becomes unavailable due to mechanical problems, an accident, unexpected driver circumstances or other events which could not reasonably have been foreseen, the Company may arrange a replacement vehicle of the same or a reasonably similar category and passenger capacity.

11. CHILD SAFETY SEATS & SPECIAL EQUIPMENT

Where a customer requires a child safety seat, infant seat, wheelchair space or other special equipment, the Company must be notified before the booking is confirmed.

Such equipment shall be subject to applicable local laws, vehicle specifications and availability, and additional charges may apply.

Where the customer has not provided advance notice, the Company cannot guarantee that the requested equipment can be provided on the day of service.

12. LUGGAGE & VEHICLE CAPACITY

Customers must accurately declare the following at the time of booking:

  • Number of adults and children;
  • Number of large suitcases;
  • Number of cabin bags;
  • Strollers;
  • Wheelchairs;
  • Ski equipment; and
  • Other oversized items.

Where the actual passenger or luggage quantity exceeds the information originally provided and the booked vehicle can no longer legally or safely accommodate the group, the Company may require the customer to upgrade the vehicle or arrange an additional vehicle.

Any resulting additional cost shall be borne by the customer.

The driver reserves the right to refuse overloading where required by passenger capacity limitations or safety considerations.

13. TRAVEL INSURANCE

All customers are advised to purchase suitable travel insurance as soon as possible after confirming their travel arrangements.

Recommended coverage includes:

  • Trip Cancellation;
  • Travel Delay;
  • Travel Reroute;
  • Missed Connection;
  • Medical Expenses;
  • Personal Accident;
  • Baggage Delay / Loss;
  • Natural Disaster-related coverage; and
  • Any other coverage appropriate to the relevant destination and planned activities.

Actual coverage, exclusions, limits and claim conditions shall be governed by the relevant insurer’s Policy Wording.

14. COMPLAINTS & ISSUE RESOLUTION

Where any issue involving chauffeur services, accommodation, activities or other travel services arises during the trip, the customer should notify the driver or the Company as soon as reasonably possible.

This allows the Company an opportunity to provide assistance or rectify the matter while the relevant service is still in progress.

Where an issue is raised only after completion of the service, the Company’s ability to investigate and provide an effective remedy may be limited.

Where a formal complaint is required, customers are advised to submit the matter in writing as soon as reasonably possible, together with relevant information, photographs, receipts and other supporting evidence.

15. SPECIAL ASSISTANCE & GOODWILL ARRANGEMENTS

Any complimentary amendment, special discount, additional assistance, refund, itinerary adjustment or other Goodwill Arrangement offered by the Company in an individual case shall constitute a special arrangement made specifically in consideration of the circumstances of that particular case.

Such arrangement shall not automatically establish a precedent or entitlement which may be relied upon by another customer, another booking or any future travel arrangement.

All special arrangements shall be subject to the final written agreement between the relevant parties.

16. APPLICABLE TERMS

The final Quotation, Invoice, Booking Confirmation, confirmed itinerary, specific supplier terms and these Japan Private Chauffeur & Customised Tour Terms & Conditions shall be read together and collectively form the booking terms applicable to the relevant travel arrangement.

Where a Third-Party Supplier imposes stricter cancellation, amendment, payment or usage conditions and such material conditions have been reasonably disclosed to the customer, the relevant service shall also be subject to those supplier conditions.

Where any provision of these Terms & Conditions conflicts with a mandatory provision of Malaysian law, the applicable mandatory legal provision shall prevail.

PHOTOFLY TRAVEL SDN BHD
Play n Fly 飞常好玩
MOTAC Licence No.: L/N/12570

Last Updated: 10 September 2026

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