Cancellation & Refund Policy

We understand that travel plans can shift. Sometimes schedules change, unexpected issues arise, or questions come up after a booking is completed. This page explains how cancellations and refunds work for Shibuya Sky tickets purchased through our website.

Shibuya Sky Tour handles ticket reservations for timed-entry tickets for Shibuya Sky in Tokyo. When you make a reservation through our website:

• Your purchase is completed directly with us
• We process your payment securely
• We issue and deliver your boarding tickets
• We manage cancellation and refund requests according to the ticket terms shown at checkout

All bookings on our platform follow the same cancellation rule:

• With Refund Protection — more than 24 hours before departure: You may cancel for free and receive a full refund. Send your cancellation request to our support team.
• With Refund Protection — within 24 hours of departure: The booking is non-refundable and cannot be rescheduled.
• Without Refund Protection: The booking is non-refundable from the moment of purchase, regardless of the reason. Rescheduling is available up to 72 hours in advance.

Approved refunds are typically processed within 5 to 10 business days, depending on your payment method.

• Operator cancellation: If the operator officially cancels your entry time and no alternative is offered, you receive a full refund regardless of the Refund Protection window.
• Confirmed ticket issues: If a ticket is verified as invalid due to a system error and boarding is denied for reasons directly related to the ticket itself, a full refund is issued after verification.
• Tickets not delivered: If your ticket does not arrive before your scheduled departure, contact us immediately so we can reissue or refund it.

• Changes in personal travel plans or scheduling conflicts
• Late arrival at the dock or missed boarding time
• Selecting the wrong date, departure time or ticket quantity
• Tickets lost, misplaced or deleted after delivery
• Failure to follow boarding instructions or required ID checks

Tickets operate rain or shine — weather alone does not trigger a refund. Only an operator cancellation does.

You can submit a request online using your booking reference and email, or write to us at info@shibuyaskytour.com with:

• Your booking reference number
• The full name used at checkout
• Your scheduled date and entry time
• A brief explanation of your request

Every refund inquiry is reviewed individually by a member of our support team — not by automation. If a refund is approved, confirmation is sent by email along with information about expected processing timelines. If a request does not qualify under the applicable terms, we explain the reasons clearly.