Frequently asked questions
If you don't see your question below, write to support@tokyotour.online. Replies within 24h.
Can I cancel my ticket?
Absolutely. You can cancel for free up to 24 hours before your entry window, and we will refund the full amount to your original payment method within 5–10 business days. Cancellations made less than 24 hours before your slot are non-refundable.
What if the rooftop closes because of bad weather?
When strong winds, lightning, or heavy rain make the open-air rooftop unsafe, that level closes temporarily. The indoor observation gallery on floor 46 remains open. If the rooftop is closed during your time slot, you will receive a partial credit by email within 48 hours.
Can I take photos?
Yes — personal photography is welcome throughout the venue. Tripods, selfie sticks, and professional lighting equipment are not allowed on the rooftop for safety reasons.
Is the venue accessible by wheelchair or stroller?
Yes. Step-free elevators connect every floor, there are accessible restrooms on floor 45, and the rooftop deck has no steps. Strollers can be left in the designated area near the entrance.
How early should I arrive?
Please arrive at least 10 minutes before your entry window. The gate stays open for 20 minutes past your printed time — after that, entry is no longer guaranteed and you would need to book a new slot.
Can I bring food or drinks?
Outside food and beverages are not permitted inside the observation levels. There is a café on floor 46, and several restaurants are located on the lower floors of the building.