KyotoFish policies
Cancellation & Refunds
Effective and last updated: 26 July 2026
Plans change. These rules set clear deadlines for direct flexible bookings, explain how to cancel or request a change, and describe what happens if KyotoFish cannot provide your stay.
1. Direct flexible reservations
Unless your booking confirmation displays different or more favorable conditions, the following policy applies to a flexible reservation made directly with KyotoFish. All deadlines are measured from the property’s scheduled check-in time in Japan Standard Time (JST, UTC+9).
| When we receive your cancellation | Refund of accommodation, cleaning fee and applicable taxes paid to KyotoFish |
|---|---|
| At least 7 full days before check-in | 100% refund |
| Less than 7 days but at least 48 hours before check-in | 50% refund of the total booking amount |
| Less than 48 hours before check-in, after check-in, or no-show | No refund |
If a rate is clearly labeled “non-refundable” before payment and in the confirmation, no refund is due for a guest-initiated cancellation except where mandatory law requires otherwise. Promotional credits or vouchers are governed by the conditions stated when issued.
2. How to cancel
Email info@kyotofish.net from the address used to book and include the lead guest’s name, booking reference, property and stay dates. A cancellation takes effect when our system receives it; we will acknowledge it in writing. For urgent same-day matters, also call +81 75-708-3199.
If you booked through an online travel agency or other reservation platform, request cancellation through that platform. Its displayed cancellation and refund terms may control, and KyotoFish cannot override platform processing or fees.
3. Reservation changes
Changes to dates, property, duration or guest count require written approval and are subject to availability, occupancy rules and the rate available when requested. A price increase is payable before confirmation; a decrease is refunded only to the extent allowed by the cancellation window. Until we confirm a change in writing, the original reservation remains binding.
4. Refund method and timing
Approved refunds are sent to the original payment method in the original transaction currency. KyotoFish will normally initiate the refund within 5 business days after confirming eligibility. Banks and payment providers may need an additional 5–10 business days, and foreign-exchange movements or third-party bank fees may change the amount shown in your account. We cannot refund fees charged independently by a booking platform, card issuer or bank.
5. Cancellation or material change by KyotoFish
If the booked property cannot safely or lawfully be provided, we will notify you as soon as reasonably possible and offer, where available, a reasonably comparable property or alternative dates without a KyotoFish change fee. If no alternative is available or you reasonably decline a materially different alternative, we will refund all amounts paid to KyotoFish for the unavailable accommodation. This refund is your primary remedy for our cancellation, without limiting rights that cannot be excluded by law.
6. Travel disruption and insurance
Personal illness, transport delay, visa difficulty, weather and other events affecting your ability to travel remain subject to the applicable cancellation window unless mandatory law or your confirmation says otherwise. Contact us promptly: although we cannot promise an exception, we may help with documentation for an insurance claim or consider a date change where availability and third-party commitments allow. We strongly recommend comprehensive travel insurance.
7. Problems during a stay
Report safety, cleanliness, access or service problems immediately using the contact details in your confirmation so we have a reasonable opportunity to investigate and remedy them. A refund is not automatic, but where the contracted accommodation is materially unavailable or deficient, we will assess an appropriate remedy under the circumstances and applicable law.
8. Questions
Contact guest services at info@kyotofish.net or +81 75-708-3199. This policy forms part of the Terms & Conditions; the specific rate and cancellation terms shown in your booking confirmation take priority where they differ.