If you have an account
Do it yourself from your account page, there and then. Your booking history, receipts and remaining tickets are all there too.
Sign in to your accountIf you booked without an account
We check three things. All of them are in the confirmation email you received when you booked.
- Booking reference (for example 20260815-017）
- Email address
- Phone number (000-0000-0000)
When all three match, you go through to your own booking page.
What you can do there
| Move the date or time | Switch to another slot if it is free |
|---|---|
| Change your options | Add equipment or drop it |
| Cancel | A cancellation charge applies, depending on how close the date is |
| Get a receipt | Account holders can download them from their account page |
Moving a booking to another date or time is free, if the new slot is available.Shortening a booking? Please read “Change and cancellation policy” below.
Change and cancellation policy
This policy covers bookings made through the booking system. Bookings of a whole day or more, consecutive days and long-term exclusive use are handled individually by a member of our team. The terms in your quotation or written arrangement take precedence over this page.
Moving a booking to another date or time is free when the new slot is available. Even at short notice, do ask. Making a booking longer is possible at any time, as long as the space is free. shorter counts as cancelling the part you dropped, and the table below applies to it.
Cancellation charges
The charge depends on how many days there are until your booking.The rates are the same at every space.
| Days before | Cancellation charges | Refund |
|---|---|---|
| 31 days or more | None | Full refund |
| 30 to 15 days | 50% | 50% refunded |
| 14 days to the day before | 80% | 20% refunded |
| On the day | 100% | No refund |
- Days are counted from the date you originally booked. The day before counts as “1 day”.
- Rebooking a nearby date after cancelling does not waive the charge.
- In case of a disaster or something similarly beyond your control, please talk to us.
Shortening a booking
| Days before | What the system will let you drop |
|---|---|
| 31 days or more | As much as you like, free of charge |
| 30 to 15 days | As long as 50% or more of the original amount remains |
| 14 to 4 days before | As long as 80% or more of the original amount remains |
| 3 days to the day before | Not possible in the system. Please use the form below (a cancellation charge of 80% applies) |
| On the day | No cancelling or shortening. Adding time is possible if the space is free — settle up on site |
- How much you may drop is judged cumulatively against the original amount, not on each request separately.
- From 3 days before your booking the system will not handle it, even within the limits. We check it at our end instead, so that nothing gets lost.
- On the day cancellations are not possible. Adding time is, if the space is free.
- Changes beyond these limits cannot be made in the booking system — please use the form below (a cancellation charge applies to the part you drop). For the form, the time we receive it is the time that counts.
- Once you have dropped time or dates, putting them back depends on the space still being free.
Moving to another date
- Free of charge, as long as the new slot is available.Even at short notice, do ask. There is no limit on how many times.
- A change is settled by you requesting it, then us confirming it. Your request alone does not settle it, so please wait for our confirmation.
- If you cancel after moving a booking, the charge is worked out from the date you originally booked.
- Moving to a date in a higher rate band costs the difference. Moving to a lower one is not refunded.
How refunds are made
| Bank transfer | We refund the amount less the cancellation charge and the transfer fee. Please tell us the account to pay into |
|---|---|
| Credit card | Cancellation charge and transaction fee3.6% are deducted from the refund |
| How long it takes | About 1 week. It may take another 1〜2 week to show on your card |
| Points | Points you spent come back to you and can be used again. Points for the cancelled booking are not awarded — and are taken back if they had already been added |
FAQ
I cannot find my booking reference
It is in the confirmation email we sent when you booked. It looks like “20260815-017” — the booking date plus a serial number. If you cannot find the email, check your spam folder. Still nothing? Message us on LINE.
It says my details do not match
Use exactly the email address and phone number you gave when booking. Enter the phone number with hyphens (000-0000-0000). If it still will not let you through, get in touch.
It says the change cannot be made
There are two reasons this happens.
1. You are trying to drop more than the limit allows for how close the date is.
2. You are within 3 days of the booking.
In either case the system cannot do it — please use the enquiry form.
Can I cancel at the last minute?
From 3 days before up to the day before, please use the enquiry form. On the day itself the charge is 100%, so we do not process cancellations.
Can I shorten it a bit at a time?
The limit is judged cumulatively against the original amount, not on each request separately. Moving the date or time, on the other hand, is free whenever the slot is available, with no limit on how many times.
Do I get my points back?
Yes. Once the cancellation goes through, the points you spent return to your balance and can be used again. Points for the cancelled booking itself are not awarded — and are taken back if they had already been added.
If I move the date, does the cancellation clock reset?
No. It is always worked out from the date you originally booked.
Can I not do this by phone?
We do not take changes by phone. Too much goes wrong when things are misheard. Thank you for understanding.
I would like to do this myself next time
Open an account and you can do it all from your account page.
1. You are trying to drop more than the limit allows for how close the date is.
2. You are within 3 days of the booking.
In those cases the system cannot help — please get in touch.
When is my change actually confirmed?
It depends on what you changed and how. Check your account page or the confirmation email.
When you cannot get through
If you cannot find your booking reference, or your details will not match, tell us here. We will look it up and reply within 24 hours, weekends included.
Use this if the form is giving you trouble, or if you are in a hurry.