Kyotofish policies

Cancellation & Refunds

Effective and last updated: 12 October 2026

Direct Kyotofish website reservations are prepaid in full. This policy explains the self-service cancellation deadline, full-refund process and what happens if Kyotofish cannot provide your stay.

1. Direct flexible reservations

Unless your booking confirmation displays more favorable conditions, the following policy applies to a reservation made directly on the Kyotofish website. The deadline is 23:59:59 Japan Standard Time (JST, UTC+9) two calendar days before the check-in date.

For example, a reservation checking in on 21 October 2026 may be cancelled through 23:59:59 JST on 19 October 2026. Mandatory rights under applicable law are not limited by this policy.

2. How to cancel

Open My Booking, enter your Kyotofish order number, and select “Cancel and refund in full” before the displayed deadline. Cancellation takes effect only after the order page confirms that AirHost has accepted it. If the page reports a problem, email info@kyotofish.net immediately from the address used to book and include the order number.

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

Eligible website cancellations initiate a full refund through Stripe to the original payment method in the original transaction currency. Kyotofish will normally initiate the refund immediately after the reservation system confirms cancellation and, if automated processing needs review, within 5 business days. 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.

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.