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Travel Japan
Customer Service
1800 802 552
7 offices
in Australia
Opening Hours
Monday to Friday
9:00 to 17:30 EST


12th Fl, 447 Kent St
Sydney NSW 2000

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4th Fl, 230 Collins St
Melbourne VIC 3000

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Brisbane Arcade
Lower Level, Shop 9
117 Adelaide Street
Brisbane QLD 4000

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St George's Terrace
Perth WA 6000

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Gold Coast

29 Elkhorn Ave
Surfers Paradise
QLD 4217

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1st Floor, Orchid Plaza
79-81 Abbott Street
Cairns QLD 4870

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Agent Reservations

1800 802 552

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386 offices Worldwide
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Booking Conditions

Important Information

These terms and conditions govern all bookings for Travel Japan by H.I.S. (“Travel Japan”) holiday packages.  Please read them carefully as you will be bound by them.

H.I.S. Australia Pty Ltd ("H.I.S.") ABN 81 011 037 577, Travel Agents Licence TAG951 (QLD), 2TA4672 (NSW), 32922 (VIC), 9TA1497 (WA) trading as Travel Japan acts as an agent for you in making the arrangements for services included in your holiday package, such as, transportation (including flights), tours, sightseeing, accommodation, insurance, car hire and other components of your holiday package (“Services”).  Obligation of H.I.S. is, therefore, to make bookings on your behalf and to arrange relevant contracts between you and suppliers of the Services.  H.I.S. does not own, manage, control or operate any of the Services tours, transportation, accommodation, restaurants, theme parks, activities or any other services included in your holiday package.  H.I.S. exercises every care in the selection of reputable airlines, coach operators, hotels and other suppliers or the various travel services which are to be used in your holiday package.  It is important to note, therefore, that all bookings via H.I.S. are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers and other service providers including but not limited to shipping, rail, car hire and restaurant operators, whose services are in your holiday package, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage. H.I.S. strongly recommends that you take out insurance against these risks (see “Travel Insurance” below).

H.I.S. always does our best to make sure that your holiday arrangements are satisfactory and H.I.S. accepts liability for, but only to the extent of, any loss or damage sustained by you as the result of our negligence or that of our employees. However, H.I.S. cannot accept any liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, those airlines, coach operators, shipping companies, hoteliers or other persons providing services in connection with your holiday pursuant to a contract between themselves and yourself (which may be evidenced in writing by the issue of a ticket, voucher, coupon or the like) and over whom we have no direct and exclusive control.

All descriptions and itineraries have been prepared with information received from various hotels and other suppliers of components of your holiday package.  Some of the information may have changed.  Although no changes in itinerary, accommodation, transportation, routing or any other services included in your holiday package are anticipated, we reserve the right to make such changes if necessary due to circumstances beyond our control or which, resulting from information subsequently received, are considered to be in the best interests of you. We reserve the right to substitute accommodation or other components of an equivalent standard.


This site, and each of its modules, together with the arrangement and compilation of the content found on this site, is the copyrighted property of H.I.S., its affiliates, partners and/or its various third party providers and distributors and which is licensed to H.I.S. and Travel Japan.  You agree not to, except as permitted under the applicable law, copy, reproduce, republish, upload, post, transmit, distribute or otherwise communicate or cause to be displayed to the public any of the content found in this site without the prior written permission of H.I.S., except that you may download, display and print the materials presented on this site for your personal, non-commercial use only.

Carriers Liability

The participating carriers will not incur any responsibility or liability to any person aside from the liability that may be incurred as the carrier.  Bookings with any of the carriers are also subject to their Terms and Conditions of Carriage.  Permission for H.I.S. to use the trademark and logo of Travel Japan form neither endorsement of the services of H.I.S. nor acceptance of any liability on behalf of H.I.S.  Neither the carriers represent themselves as contracting with any purchaser of a holiday package from H.I.S., nor as having any other legal relationship with any such purchaser.

Hotel Policies (General)

Unless expressly stated otherwise during the booking process:

  • Hotel rates quoted are based on double occupancy, per room per night, unless otherwise noted. Double occupancy is defined as two people sharing one room.
  • Charges for extra persons and/or children may apply and will be charged directly by the hotel.
  • Any incidental charges such as parking, phone calls, room service or any additional surcharges are not included and are to be paid by the guest directly to the hotel. Award points and airline mileage may not apply to these hotel rates.
  • Guests must be at least 18 years of age at the time of check-in (although some hotels impose a minimum age of 21 years) unless accompanied by a parent or guardian. Please contact our Customer Service Representatives to confirm the minimum age requirements for your particular hotel. Photo identification may be required at check-in.
  • Guests may be required to present a valid credit (not debit) card or cash deposit at check-in for incidentals.

For questions regarding your accommodation, please contact our Customer Service Representatives.

Hotel description:

Descriptions featured are based on current international hotel guides and contractual agreements provided by hotels and suppliers. Any facilities shown as included are subject to change at any time.


All prices are quoted in Australian dollars (from Australia) or unless otherwise expressly stated. All rates shown are subject to availability and seasonal variations. These price changes will also include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact your consultant for up to date prices. Prices are subject to change at anytime until full payment is received.

Goods and Services Tax

All prices and charges are inclusive of Australian GST where applicable.


All bookings are based upon the current price given by the goods and/or service provider at the time the booking is generated.  The person carrying out a booking shall be deemed to have accepted these Terms and Conditions on behalf of all persons named in the booking (including those added at a later date). Any verbal quotes given via our Customer Service Representatives are estimates only that will be subject to a written advice upon confirmation of the reservation.  The person carrying out a booking acknowledges that H.I.S. reserves the right to deny a booking request for any or no reason.  No employee of H.I.S. or affiliated companies or representatives can change these Terms and Conditions or any other terms under which any person agrees to take a holiday package.


Documentation for bookings made through the Travel Japan website will be emailed to the email address provided at the time of booking shortly after the booking is made and payment confirmation received.  Documentation for bookings made via our Customer Service Representatives will be emailed shortly after the booking is made and payment and booking confirmation received. Invoices are available on request.


A deposit or deposits is required to hold the reservation when you make a booking. All deposits are non-refundable. A minimum deposit of 20% of the package cost is required within 7 days of confirmation of the booking. If the cost of the tour is under $800, the deposit amount will need to be 30% of the package cost. If you have booked Early bird deals or other special deals, the deposit amount will be up to 100% of the package cost. Reservations made will be automatically cancelled if the deposit is not received by the required date. Please advise your travel consultant in case of a delay in payment.  

Final Payment

Final payment is required at least 7 weeks before the departure day unless otherwise stated.  Due to some airline’s policies, packages or air fares to Japan must be paid in full at
the time of the booking or the bookings cannot be made. In which case, if you change or cancel, the above conditions will apply. Bookings made within 7days of departure will only be accepted if full payment is received by Travel Japan at the time of reservation. In the event of the reservation not being confirmed, a full refund will be made.  

Late Bookings

A late booking fee of A$55.00 per file will apply to package bookings requested within 14 days of departure. (Exclude Japan Rail Passes)

Amendments, Cancellation Fees & Refunds

Cancelled bookings will incur charges regardless of whether travel has not yet or has already commenced, which will vary depending on the change in travel period and also the type of airline ticket or package that is purchased. In addition, you will be required to pay any charges levied by hotels, ground operators or airlines, which can be up to 100% of the cost of the booking. Fees and extra charges will also apply when tickets, vouchers, coupons or documents are re-issued. Where we incur any liability for a cancellation fee or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge.

After deposits have been received, a minimum amendment fee of A$55.00 per person per amendment for air only bookings or, A$33.00 per booking per amendment for all land only bookings shall apply. Amendments to your package will incur a Travel Japan fee, which may be varied depending on the change in travel period, and also on the type of airline ticket or package that is purchased. In addition, you will be required to pay any charges levied by hotels, ground operators or airline fees, which can be up to 100% of the cost of the booking.

Land arrangements
After confirmation. Deposit plus any charges levied by land operators and/or hotels.

 Accommodation, optional tours and land package reservation

Day of Cancellation to the
Period of Travel

Cancellation fees

7 weeks to 4 weeks prior
to departure date

Deposit plus

4 weeks to 2 weeks prior
to departure date

Deposit plus

less than 2 weeks up to
date of departure

  • Inclusive of GST per person
  • All fees are per person, per ticket or items unless otherwise stated;
  • These fees are IN ADDITION to any cost recoveries retained and or/if charged by the airlines or other suppliers, and are subject to change without notice; & 
  • 100% non-refundable for purchases less than the fees above.

Air arrangements
Airfares are subject to up to 100% cancellation fee once tickets are issued.
Any time after full payment and prior to departure A$110.00 per person plus any charges as required by the Airline Tariff Regulations.
In certain circumstances cancellation fees may be subject to GST and will therefore be charged to you.

To the full extent permitted by law, no refund is available after the travel has commenced, in respect to any tours, accommodation, meals or any services not utilised.

To the extent permitted by law, name changes are not permitted for any bookings.
In case of refunds, before or after travel has already commenced, we are unable to provide a refund to you until we receive refunds from the relevant supplier.
For refund of travel insurance premium, see 'Refund of Travel Insurance Premium' below. 


The following items are not included in the price of your package: passport and visa charges where applicable, airport taxes (where not pre-payable or pre-paid), items of a personal nature such as drinks, room service, laundry, own meals (unless specified), baggage charges, excess baggage, personal & baggage insurance, telephone calls and postage and the cost of anything else not expressly identified as being included in the package.

Room bedding Information

Prices quoted are based on existing bedding in the room. Requests for particular bedding arrangements must be made at the time of booking with our Customer Service Representatives on 1300-302-401. Requests are subject to availability and cannot be guaranteed.

Optional Services

Optional Services refer to land tours, activities, car hire, transfers and other components (excluding flights and accommodation) that may be booked with a holiday package. On some occasions, guests may be required to contact the Optional Services supplier directly to arrange for pick-up/drop-off times, appointments etc. Any such requirements will be specified in the electronic documentation issued upon confirmation of your booking.


It is important for you to obtain and read luggage entitlements and restrictions applied by third party suppliers. Airline carriers, tour operators and transfer companies may have policies that restrict the size, number, weight and dimensions of allowable luggage (both carry-on and registered baggage). Some airline carriers, tour operators and transfer companies may charge a baggage fee if you carry luggage that exceeds the restrictions/allowances outlined in each individual policy.

Travel Insurance

As travel plans are sometimes affected by influences outside your control, we strongly recommend you seek advice on obtaining insurance prior to travel and to discuss insurance options. We suggest that the policy should include, but not be limited to, the following cover:

  • Loss or damage to personal baggage;
  • Loss of money; and
  • Emergency medical expenses incurred during travel.

Travel Japan is more than happy to show you for your consideration a range of travel insurance options to cover loss, damage, illness, injury or other unexpected circumstances.  You may select travel insurance at QBE Travel Insurance, SureSave Travel Insurance or call our Customer Service Representatives on 1300-302-401 for more information.

Refund of travel insurance premium

A fourteen (14) day cooling off period applies to travel insurance purchased as part of your holiday package. If you cancel the travel insurance component of your holiday package or cancel your entire holiday package prior to the expiry of this cooling-off period, you will receive a refund of your travel insurance premium.

Passports and Visas

It is your sole responsibility to ensure that you and your party have valid passports and visas to the destinations of your choice. Visa neccesity mostly depends on the nationality. Please be sure to check regarding visas, required passport validity or immigration documents necessary before entering Japan. Travel Japan is not liable for any expenses, liabilities or loss incurred in relation to invalid passports, invalid or restricted visas or any other matters regarding your eligibility for entry into the country of your destination. 

Travel Advice

We strongly suggest you check relevant government websites to find out about any dangers and risks to your health and safety at your chosen destination before your holiday.  For example, you can do this by checking with government agencies like the Australian Department of Foreign Affairs and Trade, the US Bureau of Consular Affairs or the New Zealand Ministry of Foreign Affairs and Trade.

Unused Land Service

To the extent permitted by law, there will be no refund, credit or exchange for any unused land services once travel has commenced.

Product Descriptions

Product descriptions featured on the Travel Japan website and throughout Travel Japan promotional material are based on current contractual agreements with suppliers and information provided by suppliers. Any facilities shown as included are subject to change at any time.

Maps and Photographs

Maps are shown for general information and may not reflect actual routings, locations or services provided. Whilst photographs display places in geographic areas, they are not necessarily included in any holiday. Photos reflecting hotel rooms may not be specific to the actual room occupied.

Invoice errors or omissions

We reserve the right to correct any errors in rates quoted or miscalculated for any service quoted on the Travel Japan website or via our Customer Service Representatives.

Limitation of Liability

You agree that neither H.I.S., nor any of its representatives or agents shall accept any liability in contract or in tort for any injury, death, accident, damage to personal property, loss, delay, additional expenses or distress, disappointment, inconvenience caused, directly or indirectly during the holiday howsoever arising in connection with any accommodation, transportation or other services by force majeure or other events, acts or omissions which are beyond the control of H.I.S. or which are not preventable by reasonable diligence on behalf of H.I.S. including, but not limited to, all civil disturbance, fire, floods, unusually severe weather, acts of God, acts of government or of any other authorities, accidents to or failure of machinery or equipment or industrial action (whether or not involving H.I.S. or its employees), strikes, theft, delay or cancellation, changes in itinerary or schedules, riots, pilferage, epidemics, quarantines, medical or customs regulations, improper or insufficient passports, visas or other documents.

All warranties and conditions implied by statute or generally at law are excluded to the maximum extent of the law.  If the Competition and Consumer Act 2010 (Cth) or any similar law applies and an implied condition or warranty cannot be excluded, the liability of H.I.S. will be limited, at their discretion, to either the replacement or resupply of the goods or services.

Consumer Claims

Consumer claims should be made in writing within 30 days of return, with supporting documentation. Such claims should be addressed and forwarded to our Customer Service Representatives at or mailed to the attention of Travel Japan Manager at PO Box 1517, Surfers Paradise, QLD 4217.