Cancellation & Refund

Who sells the ticket and who refunds you

Cancellation window

• You may request cancellation up to 24 hours before your entry window.
• When the supplier rules allow cancellation for that booking, we refund the full amount you paid.
• Same-day cancellation is normally not available, except when the supplier allows it because the rooftop is closed at your selected entry time and you have not entered yet.

What cannot be refunded

• Cancellations requested less than 24 hours before the entry window, unless the supplier expressly allows an exception.
• Missed entries and late arrivals — entry is tied to the time printed on your ticket.
• Already-issued non-refundable supplier tickets.
• In-venue purchases (food, drink, photos, lockers) — these are never part of our price.

Weather and venue closures

Weather and safety decisions are made by the applicable operator or supplier. The rooftop may close without prior notice during strong wind, rain, snow, lightning risk, extreme heat, or other safety conditions. If the supplier cancels the entry entirely, we help you reschedule or obtain the supplier-approved refund. If the indoor observation area remains open while only the rooftop is restricted, refund eligibility follows the supplier policy for that date and must be requested before entry.

How to request a cancellation

1. Email support@tokyotour.online with the subject "Cancellation".
2. Include your booking reference, full name, and the entry date and time.
3. We confirm eligibility with the supplier and reply within 24 hours, Monday through Saturday.

Refund timing

Approved refunds return to the original payment method within 5–10 business days after approval. The exact posting date depends on your card issuer. Refunds are issued in Japanese Yen (JPY); if your card was billed in another currency, your bank's exchange rate on the refund date applies.

Pricing note

Prices on this site are set by TOKYO AGENCIA DE VIAGENS E TURISMO LTDA as an independent reseller and may differ from the face value charged at the venue. Refunds cover the amount actually paid to us.

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