Refund & cancellation policy

Last updated 5 November 2026

The short version

Cancel or change your date free of charge up to 24 hours before your booked time slot. Inside that window the ticket is non-refundable.

1. Free cancellation window

• Cancellations requested more than 24 hours before the slot: full refund.
• Date or time changes requested more than 24 hours before the slot: free, subject to availability.
• Requests made within 24 hours, and no-shows: non-refundable.
• Late arrival refused by the operator: non-refundable.

2. How to cancel

Reply to your confirmation email or use the contact address printed on it, quoting your booking reference and the email used at checkout. We acknowledge every request and process approved refunds within 5 business days. Your bank may take a further 5 to 10 business days to post the credit, depending on the issuer.

3. Weather and operational closures

• Rooftop (Sky Stage) closed only — the indoor Sky Gallery stays open and your ticket remains valid. No refund is due.
• Whole facility closed by the operator — you choose between a full refund and a free date change.
• Transport disruption or your own travel problem — outside our control; the standard 24-hour rule applies.

4. Duplicate or erroneous charges

If you were charged twice, or the amount differs from the total shown at checkout, contact us with both references. Verified duplicates are refunded in full, including any difference caused by an error on our side.

5. Currency

Refunds are made to the original payment method in JPY. Because of exchange-rate movement between the purchase and the refund, the amount credited in your local currency may differ slightly. We cannot be responsible for that difference.

6. Your statutory rights

Nothing here reduces rights you have under consumer law in your country of residence, including any cooling-off period that applies to your purchase.