Terms & Conditions

Explore Japan KK sell activities and services on behalf of third party providers and cannot be held responsible for any disputes that may arise between the customer and supplier directly.

Activity Bookings

  • Any booking made through Explore Niseko must be paid in full in order to be confirmed.
  • A voucher will be given and the customer must supply this voucher to the provider in order to validate the booking. If a voucher is not supplied the provider reserves the right to turn the customer away.
  • If the customer fails to show or notify Explore Niseko or supplier cancellation fees will apply.


  • We have a minimum 48-hour cancellation policy. You must cancel at least 48 hours before your activity or service was booked at the visitors centre to receive a full refund and in some cases further notice may be required. Specific cancellation policies for activities may apply and these will be supplied at time of booking or enquiry.
  • Services like transport, ski rental, lessons etc are subject to specific terms and conditions and will be supplied at time of enquiry or when making a booking.
  • In the case of a cancellation due to unforeseen circumstances Explore Niseko will endeavour to obtain a full or partial refund on behalf of the customer but the decision will be at the discretion of the activity provider.


  • Merchandise sold by Explore Niseko can be returned within 10 days of purchase. Exceptions to this policy include items that are soiled; have shrunk with incorrect washing; and items that have been marked down as seconds.
  • Note: items must be returned in the original explore niseko packaging, so we recommend you keep your packaging for at least the first 10 days after purchase. Please include a copy of your credit card transaction and or purchase receipt.


Explore Niseko will refund the full amount minus any provider fees of any service or activity cancelled by the provider. Our general refund policy applies to all cancellations due to extreme weather or natural disasters. We do not however refund any activity or service purchases that were no-shows due to extreme weather; cancelled flights; or road conditions.

Accommodation Bookings


  • At the time of booking we will require a deposit to confirm. The deposit amount is subject to time of booking as set out below. You must pay the amount on the last Invoice issued by us on the date quoted on that Invoice. If you don’t, we will assume you have chosen to cancel your booking and cancellation fees may apply as detailed below.
  • Cancellation fees will be applied in accordance with the service provider’s terms and conditions.

Deposit amount

  • Up to 6 months prior - 30%
  • Within 60 days - 100


  • If you wish to change your booking in any way after a Confirmation Invoice has been issued, we will do our best to make these changes however it may not always be possible and you could incur cancellation fees, together with any additional cost. Any request for changes to be made must be received in writing and you may be asked to pay an administration fee of JPY3,000 per change.
  • Cancellation fees will be applied in accordance with the service provider’s terms and conditions as set out below.


Only written notification will be accepted for any changes to bookings including cancellation notice. The date of receipt of the cancellation notice in writing will be deemed the date on which you exercise your right to cancel your accommodation.

Period before departure charge within which cancellation applies:

  • More than 60 days deposit
  • 60-30 days 60%
  • 29-22 days 80%
  • 21-13 days 90%
  • 14-0 days 100%

Please note that if the reason for your cancellation is covered under the terms of your personal travel insurance policy, you may be able to reclaim these charges. We therefore urge you to ensure you have travel insurance which includes comprehensive cancellation cover from the time of booking.

Changes and cancellation made by Us

  • It is unlikely that we will have to make any changes to your booking, but occasionally we may have to make changes and we reserve the right to do so at any time.
  • If changes are made to your booking, they will most likely be minor, and compensation will not be payable. However, we will advise you of them at the earliest possible date
  • If we make a major change to your booking, we will inform you as soon as reasonably possible if there is time before your departure. When a major change occurs you will have the choice of accepting the change of arrangements, accepting an offer of an alternative service of comparable standard from us if available, or cancelling your booked service and receiving a full refund of all monies paid less any bank transfer or fees incurred.

Force Majeure

Explore Niseko cannot accept liability, pay compensation, reimburse expenses or accept responsibility where we are forced to make minor or major changes to your booking, or cancel your booking due to ‘force majeure’, that is, unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised. These include but are not limited to, war, threat of war, riot, civil or political unrest, industrial dispute, terrorist activity threatened or actual and its consequences, natural or nuclear disaster, fire, adverse weather conditions, closure of ports or airports, air traffic control delays, technical problems of transport or other circumstances beyond our control.

Damage to Property

Where any damage to property occurs during your stay Explore Niseko or the applicable service provider will be entitled to charge you the amount required to restore the damaged property to its original condition or replace it.

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