Refund Policy

Effective Date: January 1, 2025

At Beach Matsuri, we strive to provide exceptional Japanese festival experiences. This Refund Policy explains the terms and conditions under which refunds or credits may be issued for festival package bookings. Please read this policy carefully before making a purchase.

1. General Refund Terms

1.1 Standard Cancellation Timeline

Refund eligibility for festival package cancellations depends on when you notify us relative to the scheduled event date:

Cancellation Timing	Refund Amount
30+ days before event	Full refund minus ¥3,000 administrative fee
15-29 days before event	75% refund
8-14 days before event	50% refund
7 days or less before event	No refund
No-show (failure to appear)	No refund

1.2 Premium Package Exceptions

Multi-day packages with accommodation (such as the Ise Bay Grand Festival) may have modified cancellation terms:

• 60+ days before event: Full refund minus ¥5,000 administrative fee
• 30-59 days before event: 75% refund
• 15-29 days before event: 50% refund
• 14 days or less: No refund

2. How to Request a Cancellation

2.1 Cancellation Process

To cancel your booking and request a refund:

1. Email us at info@lavenderlattebar.com with subject line "Cancellation Request"
2. Include your booking reference number, full name, and event date
3. Clearly state your reason for cancellation (optional but helpful)
4. We will respond within 48 business hours with confirmation and refund details

2.2 Cancellation Confirmation

Your cancellation is not complete until you receive written confirmation from us via email. The cancellation date used to determine refund eligibility is the date we receive your cancellation request, not the date you sent it or decided to cancel.

2.3 Processing Time

Once your cancellation is approved:

• Refunds are typically processed within 5-10 business days
• Refunds are issued to the original payment method used for booking
• Your financial institution may take additional 5-7 business days to post the refund to your account
• You will receive email confirmation once the refund has been initiated

3. Company-Initiated Cancellations

3.1 Full Refund Circumstances

If we cancel your festival package for any of the following reasons, you are entitled to a full refund with no administrative fees:

• Weather Cancellations: Severe weather conditions (typhoons, dangerous storms) that force official festival cancellation by organizers
• Force Majeure: Natural disasters, pandemics, government-imposed restrictions, or other circumstances beyond our control
• Venue Closures: Unexpected closure or unavailability of festival venues
• Operational Issues: Inability to fulfill essential package components due to partner cancellations
• Minimum Participation: Failure to meet minimum participant requirements (you will be notified at least 14 days in advance)

3.2 Alternative Options

When we must cancel your booking, we will offer you the choice between:

• Full refund to your original payment method
• Credit toward a future festival package of equal or greater value (credit valid for 24 months)
• Transfer to an alternative festival date (subject to availability)

3.3 Limitation of Liability

In the event of company-initiated cancellations, our liability is limited to the refund of your package cost. We are not responsible for:

• Non-refundable airfare or transportation costs
• Hotel accommodations booked independently
• Lost vacation time or opportunity costs
• Consequential or incidental damages

We strongly recommend purchasing comprehensive travel insurance to protect against such circumstances.

4. Partial Refunds and Modifications

4.1 Booking Modifications

If you wish to modify your booking rather than cancel completely:

• Date Changes: Subject to availability; may incur ¥2,000 modification fee if requested within 30 days of original event
• Package Upgrades: You may upgrade to a more expensive package by paying the difference plus a ¥1,000 processing fee
• Package Downgrades: Not permitted within 30 days of event; earlier downgrades refund the difference minus 20% restocking fee
• Participant Changes: Name changes permitted up to 7 days before event with valid reason and ¥1,500 fee

4.2 Partial Attendance

Festival packages are sold as complete experiences. No partial refunds are provided if you:

• Arrive late and miss scheduled activities
• Choose not to participate in specific package components
• Leave early before the event concludes
• Decline included meals, transportation, or services

5. Non-Refundable Circumstances

5.1 No Refund Will Be Issued For:

• Personal Circumstances: Changes in personal plans, work conflicts, illness (except as covered by travel insurance)
• Travel Issues: Flight delays, missed connections, transportation problems, or visa denials
• Dissatisfaction: Subjective dissatisfaction with the festival experience, weather conditions, crowds, or other participants
• Policy Violations: Removal from an event due to behavioral issues, intoxication, or violations of our Terms & Conditions
• Technical Issues: Website errors, payment processing problems, or communication failures (unless demonstrably our fault)
• Late Cancellations: Cancellation requests received within the no-refund period as defined in Section 1

5.2 No-Show Policy

If you fail to appear at the designated meeting point at the scheduled time without prior notification:

• No refund will be issued under any circumstances
• We are not obligated to accommodate late arrivals
• The package is considered fully consumed and cannot be rescheduled

We send reminder emails 7 days and 24 hours before your event with detailed meeting information. Please ensure you receive and review these communications.

6. Special Circumstances

6.1 Medical Emergencies

In cases of documented medical emergencies preventing travel:

• Submit a written cancellation request with medical documentation within 48 hours of the emergency
• Medical certificate from a licensed physician must verify inability to travel
• If submitted at least 14 days before the event, you may receive a credit for future use (valid 24 months)
• If submitted less than 14 days before the event, standard cancellation terms apply

6.2 Bereavement

In cases of immediate family bereavement (spouse, parent, child, sibling):

• Contact us as soon as possible with relevant documentation
• We will provide a full credit toward future festival packages (valid 24 months)
• Credits may be transferred to another family member if the original purchaser cannot travel in future

6.3 Natural Disasters and Emergencies

If a government-declared disaster or emergency in your home country or region prevents travel:

• Contact us with documentation of the official declaration
• We will offer rescheduling to an alternative date without penalty
• If rescheduling is not possible, we will issue a full refund or credit at your discretion

7. Travel Insurance Recommendation

We strongly recommend all customers purchase comprehensive travel insurance that covers:

• Trip cancellation for any reason (Cancel for Any Reason coverage)
• Medical emergencies and evacuation
• Travel delays and interruptions
• Personal liability
• Lost or damaged belongings

Travel insurance can protect you from financial loss in situations not covered by our refund policy. We can provide recommendations for reputable travel insurance providers upon request, but we do not sell insurance directly and cannot guarantee coverage terms.

8. Disputes and Complaints

8.1 Filing a Complaint

If you are unsatisfied with our refund decision:

1. Email a detailed complaint to info@lavenderlattebar.com with "Refund Dispute" in the subject line
2. Include your booking reference, detailed explanation of the situation, and any supporting documentation
3. Our customer service team will review your case within 5 business days
4. If your complaint requires escalation, it will be reviewed by our management team within 10 business days

8.2 Resolution Process

We will make good-faith efforts to reach a fair resolution. Possible outcomes include:

• Upholding the original refund decision with detailed explanation
• Offering partial refund or credit as a gesture of goodwill
• Providing alternative compensation such as discounts on future bookings

8.3 Chargeback Warning

If you dispute charges with your credit card company (chargeback) without first contacting us:

• We will provide your bank with documentation proving services were rendered or cancellation policy was clearly communicated
• Frivolous chargebacks may result in your account being permanently banned from future bookings
• We request you work with us directly to resolve disputes before initiating chargebacks

9. Group Bookings

9.1 Special Terms

Group bookings (5 or more participants) may have modified cancellation terms:

• Partial cancellations (reducing group size) must maintain minimum group threshold
• Full group cancellations follow standard timeline but may incur higher administrative fees
• Group coordinators are responsible for communicating cancellation policies to all participants
• Refunds for group bookings are issued to the original purchaser, not individual participants

10. Credits and Vouchers

10.1 Credit Terms

When issued a credit or voucher instead of a refund:

• Credits are valid for 24 months from the date of issue
• Credits can be applied to any festival package of equal or greater value
• Credits are non-transferable except in cases of bereavement (see Section 6.2)
• Credits cannot be redeemed for cash
• Unused credits expire and hold no value after the expiration date
• We will send reminder emails 60 days and 30 days before credit expiration

10.2 Using Credits

To redeem a credit:

1. Contact us at info@lavenderlattebar.com with your credit voucher code
2. Specify which festival package you wish to book
3. If the new package costs more, pay the difference; if it costs less, the remaining credit balance is forfeited
4. Standard booking and cancellation policies apply to the new booking

11. Contact Information

For all refund and cancellation inquiries, please contact us:

Beach Matsuri (Japanese Beach Festivals)
Email: info@lavenderlattebar.com
Phone: +979945066226
Address: Unit 50 736 Considine Freeway, Smithammouth, WA 2605, Japan
Business Hours: Monday-Friday, 9:00-18:00 JST

12. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Effective Date." Modifications apply only to bookings made after the policy update date. Bookings made before policy changes remain subject to the terms in effect at the time of booking.

We will notify customers of material policy changes via email to the address associated with their account.

13. Legal Compliance

This Refund Policy complies with consumer protection laws applicable in Japan and international jurisdictions where we conduct business. Your rights under applicable consumer protection laws are not affected by this policy. If any provision of this policy conflicts with applicable law, that provision shall be modified to comply while the remaining provisions remain in effect.

This Refund Policy was last updated on January 1, 2025. By making a purchase after this date, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

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