Terms & Conditions

1. Operator and scope

Hokkaido Mobility Services LLC (合同会社Hokkaido Mobility Services), trading as Hokkaido Mobility Services (HMS), operates from Gallery Heights Minami 2-jo B408, 2-1, Minami 2-jo Higashi 6-chome, Chuo-ku, Sapporo, Hokkaido, Japan. These terms apply to the customer making the booking and all passengers included in it. A separately agreed contract with a travel agency, hotel, corporate customer, or other partner takes priority where it differs from these terms.

2. Quote requests and booking formation

Submitting the website form is a request for a quote only and does not create a confirmed booking. A booking is formed only when HMS confirms the journey in writing, issues a booking confirmation, and receives all required payment, deposit, acceptance, or other confirmation. Availability and website estimates are not guaranteed until then.

3. Fares and additional charges

The confirmed fare, inclusions, and route-specific conditions will be shown in the quote or booking confirmation. Published base fares may be adjusted for the selected vehicle and itinerary. A 20% winter surcharge applies from 10 December to 26 March, and a separate 20% late-night surcharge applies from 10:00 p.m. to 5:00 a.m.

• Airport Meet & Greet is ¥2,000 and the Child Seat option is ¥1,500 when selected and available.
• Custom routes, intermediate stops, extended waiting, parking, tolls, additional services, or itinerary changes may incur charges as stated in these terms or agreed before or during the service.
• Time charters are priced for the booked duration. Time beyond the booked duration (overtime) is charged at ¥7,500 per vehicle for each 30 minutes, subject to the next booking, road conditions, and legal working-hour limits.

4. Payment and release of reservations

Payment is accepted by credit card or Wise. Unless the booking confirmation states otherwise, full payment is due within three days after the invoice is issued. For a service within seven days, payment is due immediately or by the deadline stated in the invoice. The customer is responsible for accurate billing information and any bank or currency-conversion charges imposed by their provider. If payment is not received by the deadline, HMS may release the vehicle and treat the reservation as unconfirmed or expired without further notice.

5. Changes, cancellations, and refunds

Changes are subject to vehicle and chauffeur availability, legal working-hour limits, road conditions, and fare recalculation. Changes to passenger names, contact details, flight numbers, or luggage that do not affect operating conditions are normally free. A material change to the date, time, route, vehicle, passenger count, luggage volume, or duration may be treated as a cancellation and new booking.

Any card, bank, remittance, or currency-conversion fee connected with a customer-requested refund is borne by the customer, except where cancellation is attributable to HMS. Cancellations must be sent by a communication method designated by HMS.

• Eight days or more before the scheduled service: no cancellation fee.
• From seven days before the service until 73 hours before the scheduled start: 50% of the service charge.
• Within 72 hours of the scheduled start: 100% of the service charge.
• No-show or cancellation without notice: 100% of the service charge.

6. Customer information and communication

The customer must provide complete and accurate passenger, contact, flight, itinerary, luggage, equipment, child-seat, and accessibility information and promptly notify HMS of changes. HMS may rely on the supplied contact details for operational messages. If booking for another person, the customer must have authority to provide that passenger’s information and accept these terms on their behalf.

7. Pick-up, flight disruption, waiting, and no-show

Where accurate flight details are supplied, HMS will reasonably monitor the flight and adjust the meeting time where operationally possible. The standard airport meeting time is 30 minutes after actual arrival for domestic flights and 60 minutes after actual arrival for international flights. Complimentary waiting is 60 minutes from that meeting time. At hotels, accommodation, residences, and other non-airport locations, complimentary waiting is 15 minutes from the booked time. Additional waiting is ¥5,000 per vehicle for each 30 minutes, subject to the next booking, road conditions, and legal working-hour limits.

• For a significant delay or cancellation, the customer must contact HMS promptly. HMS may propose a later pick-up, alternative vehicle, or transfer to another date where available.
• If HMS cannot accommodate a flight delay or replacement flight for reasons outside its control, the ordinary cancellation terms apply.
• A no-show is recorded if there is no contact 30 minutes after the complimentary airport waiting period, or 30 minutes after the booked time at a non-airport location; the full service charge applies.
• If the passenger cannot find the chauffeur, the passenger must contact HMS before leaving the pick-up point or using other transport.

8. Intermediate stops and itinerary changes

Intermediate stops for shopping, dining, sightseeing, or another property should be requested when booking. An unscheduled stop outside the agreed route is charged from ¥7,000 per stop and includes up to 15 minutes. Further waiting is ¥5,000 per vehicle for each 30 minutes, plus any additional fare, tolls, and parking. Same-day requests may be refused because of traffic, subsequent bookings, or legal working-hour limits. Reasonable brief stops required for health, a child, or restroom use will be handled flexibly where safe.

9. Luggage, equipment, and child seats

Passenger and luggage capacity depends on the vehicle. Large luggage, skis, snowboards, wheelchairs, pushchairs, special equipment, and unusual or high-value items must be declared in advance, including quantity and dimensions. HMS may require a larger or additional vehicle at extra cost or refuse items that are unsafe, unlawful, hazardous, inadequately packed, undeclared, or beyond safe capacity. Child seats are subject to advance request, availability, and suitability; the accompanying adult remains responsible for the child.

10. Vehicles, partners, and cancellation by HMS

HMS primarily uses HMS-managed vehicles and may use a selected licensed transportation partner where operationally necessary. Vehicle images and model references indicate the intended class; an equivalent or more suitable vehicle may be substituted. HMS may alter, postpone, or cancel a service where safe or lawful operation is affected by severe weather, road closure, disaster, accident, vehicle failure, chauffeur illness, an authority’s instruction, or passenger or third-party conduct. HMS will reasonably seek an alternative vehicle, licensed partner, or revised date. If HMS cannot provide the service and the customer is not responsible, HMS will refund the unperformed portion or, with the customer’s agreement, transfer it to another date.

11. Safety, food, drink, smoking, and conduct

Safety and lawful operation take priority. Passengers must follow the chauffeur’s reasonable instructions, use seat belts, and supervise children. Smoking and vaping are prohibited. Apart from water or a soft drink in a closed container, food, alcohol, or strongly scented items require prior approval. HMS may refuse or end a service without refund where continued transport would be unsafe or unlawful, including because of violence, threats, abuse, dangerous conduct, or excessive intoxication.

12. Soiling and damage

The customer is responsible for exceptional cleaning, deodorising, repair, replacement, and reasonable loss-of-use costs caused by a passenger.

• Significant soiling by food, drink, mud, or similar material: from ¥20,000.
• Vomiting, smoking, or strong odour requiring specialist cleaning or deodorising: from ¥50,000.
• Vehicle or equipment damage: actual repair or replacement cost.
• If documented actual loss exceeds these amounts, HMS may charge the reasonable evidenced amount.

13. Lost property and valuables

Passengers must check their belongings when leaving the vehicle. Items found by HMS will be handled or reported to the police in accordance with applicable law. Packing, delivery, and return costs are borne by the customer. Cash, passports, jewellery, electronics, and other valuables remain the passenger’s responsibility except where HMS is legally liable. Perishable, unhygienic, or unsuitable items may be disposed of for safety or hygiene reasons.

14. Weather, traffic, and events beyond control

Hokkaido weather, snowfall, road closures, traffic, flight disruption, accidents, public-authority measures, and other events outside reasonable control may alter routes, vehicles, pick-up times, or journey duration. HMS will take reasonable steps to communicate and provide the service safely, but exact arrival times cannot be guaranteed in such circumstances.

15. Travel insurance

HMS strongly recommends travel insurance covering flight delay or cancellation, missed connections, severe weather or road closure, trip cancellation or rescheduling, illness or injury, baggage loss or damage, and additional accommodation or transport. Not having insurance does not waive the applicable cancellation fee or additional charge.

16. Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability arising from intentional misconduct or gross negligence where applicable. To the extent permitted by law, HMS is not liable for indirect or consequential loss, accommodation or airfare costs, lost profit, missed connections caused by circumstances outside its reasonable control, or loss arising from inaccurate information supplied by the customer. Any lawful limitation will not exceed the amount paid for the affected service.

17. Privacy, governing law, consultation, and updates

Personal information is handled under the HMS Privacy Policy. These terms are governed by the laws of Japan, and disputes are subject to the competent courts of Japan unless mandatory law provides otherwise. Matters not stated here or questions of interpretation will be discussed in good faith. HMS may update these terms; the version accepted with a confirmed booking applies to that booking. Questions: info@hokkaidomobility.co.jp.