1. Concepts

What is Kigumi?

Kigumi is a web-based application operated by TABIPRO Inc. It allows users to create, manage, and book custom travel Itineraries within Japan, including both accommodation and transit arrangements.

Who is considered a "User"?

A "User" is any individual using the App, whether authenticated or not. This includes inbound travelers and individuals acting on behalf of travel agents or destination management companies (DMCs).

What is an "Authenticated User"?

An Authenticated User is a User who has signed in to the App. Authentication is required to use specific features.

What can I do with Kigumi?

Kigumi offers three core ways to use the platform:

• Book Train Tickets — Search and book Shinkansen and other express train tickets across Japan for any dates and passenger configuration (limits apply).
• Book Hotel Stays — Search and book hotels, ryokans, and other accommodation across Japan.
• Plan a Trip — Build a full Itinerary combining destinations, trains, and hotels. You can use the AI-powered Craft Flow to generate a personalised trip plan and then edit it manually, or browse and select a pre-built Package. Once your trip is planned, you can book everything in one Checkout.

What is an "Itinerary"?

An Itinerary is a custom travel plan created in Kigumi. It represents your full trip across Japan and is composed of one or more Segments, each covering a specific part of the journey — such as a stay in a city or transit between two destinations. Itineraries can be created manually or generated by the AI-powered Craft flow. They can be saved, shared, edited, and used to book accommodation and train tickets directly through the App.

What is a "Segment"?

A Segment is a structured unit within an Itinerary. There are two types:

• Stay Segment: Covers one or more nights of accommodation at a single Destination. This is where you select a hotel and room plan.
• Travel Segment: Covers transportation between two different Destinations. This is where you select a train or bus route. Users don’t manage Segments directly, instead they interact with them indirectly while creating or modifying their Itinerary.

What is a "Destination"?

A Destination is a geographic area defined by the Company. It may be a whole prefecture (e.g., Tokyo) or a smaller area within a municipality. Destinations are defined for trip planning purposes and may not align with administrative boundaries. Each Destination has an associated set of Points of Interest that can be explored when planning.

What is a "Point of Interest"?

A Point of Interest (POI) is a specific place or attraction within a Destination — such as a temple, museum, park, restaurant, or local landmark.

What is the "Craft Flow"?

The Craft Flow is Kigumi's AI-powered Itinerary creation tool. It guides Users through a multi-step process to generate a personalised travel plan for Japan. Users start by setting trip parameters — including the number of days, budget level (value, premium, or luxury), travel pace (relaxed, moderate, or active) and interests (e.g. temples & shrines, hot springs, anime & pop culture). The AI then generates one or more Itinerary options to choose from, complete with destinations, day plans and recommended Points of Interest. You can then customise the Itinerary, select trains, and choose hotels before proceeding to Checkout.

What is a "Party"?

A Party refers to the group of people travelling together. It is defined when creating an Itinerary or searching for hotels or trains, and includes the number of adults, children (ages 3–12), as well as the number of rooms required. The Party configuration affects pricing, availability, and which room plans are shown.

What are "Packages"?

Packages are pre-built, curated Itineraries offered by Kigumi.

Unlike the Craft Flow (where the AI generates itineraries based on your inputs), Packages start from a pre-built plan. You can review it in Itinerary Summary and then customise it, select trains and stays, and proceed to Checkout.

What is a "Booking"?

A Booking is a confirmed reservation of either accommodation (hotel) or transportation (train or bus). A booking is considered confirmed only after successful Checkout.

What is a "Checkout"?

Checkout is the process where the User finalizes their Itinerary and pays for all selected bookings. Once payment is received, the Company initiates the booking process with the relevant third-party vendors.

What is a "Confirmation"?

A Confirmation is a notification (usually via email) sent to the User after a booking is confirmed. It may include important information like QR codes or vouchers for ticket redemption.

What is a "Plan" in hotel bookings?

A Plan refers to a specific combination of room, meals, and other services offered by a hotel. Prices are set at the plan level, not just by room type, and may vary by date or season.

What is a "Kigumi Reference"?

This is a unique code associated with a specific User and Booking. It is printed on Confirmations and is required when contacting User Support for any issue related to a booking.

What is a "Vendor"?

A Vendor is a third-party provider of accommodations or transportation services. Vendors include hotels, ryokans, train companies, and bus companies.

What is a "Ticket"?

A Ticket refers to a QR code or voucher used to board a train or bus. It can either be used directly for boarding (e.g., SmartEX) or redeemed at a station terminal for a physical paper ticket (e.g., Eki-net).

What is a "Paper Ticket"?

A Paper Ticket is a physical train or bus ticket that is issued at the station terminal using a QR code voucher. It is used to board transportation where direct QR code entry is not supported.

2. Itinerary

What can I do in the Itinerary section?

The Itinerary section lets you build and manage your full trip plan. You can:

• Generate an Itinerary using the AI Craft Flow, which creates a personalised trip plan based on your preferences.
• Browse and select a pre-built Package to use as your starting point.
• Customise any Itinerary — add or remove Destinations, swap hotels, change train routes, and adjust your Party.
• Share or copy Itineraries with others.
• Track your estimated trip budget as you build.
• Proceed to Checkout to book all selected stays and train tickets at once.

How does the Craft Flow work?

The Craft Flow is a guided, AI-powered process for generating a full trip plan. It runs in seven steps:

1. Prompt — Trip parameters are set: number of days, dates, party size, budget, travel pace, time preference, interests, and stay preferences. A free-text prompt can also be added to describe the kind of trip in mind.
2. Select Itinerary — The AI generates multiple itinerary options based on the inputs. One is selected to continue with.
3. Itinerary Summary — A day-by-day overview of the selected plan is shown, including Destinations, recommended Points of Interest, and a transit overview on a map. The map is for orientation (for example, to understand distances and travel direction).
4. Customise — The itinerary can be adjusted: Destinations added or removed, reordered, and the number of nights at each stop changed.
5. Select Trains — Train routes between Destinations are chosen.
6. Select Stays — Hotels or accommodation for each Destination are selected.
7. Checkout — The full itinerary is reviewed and trains and stays are paid for in one go.

Users who start from a Package skip steps 1 and 2. They are taken directly to the Itinerary Summary (step 3) with the Package's pre-built plan already loaded, and then follow the same steps from there.

What is the “Select Stays” step?

The Select Stays step is where you choose accommodation for each Destination in your Itinerary.

You can open a hotel’s details to review Room Plans, amenities, and policies, then select a Room Plan to attach it to that Destination.

You may also see a Stay Details view for a specific Destination, where you can review recommendations and replace your selected hotel.

For more detail on Room Plans (including how to open the Plan Details modal), see 4. Selecting Accommodation.

In this step you can also:

• Change the number of nights for a Destination
• Remove a selected stay (to pick a different hotel) without removing the Destination from your Itinerary

The map can also show hotel pins for your Itinerary; selecting a pin opens that hotel’s details.

Why do trains and stays sometimes open a separate “subflow” in an Itinerary?

When you’re editing an Itinerary, the Select Trains and Select Stays steps can open dedicated selection pages (for example: route search, hotel search, and Hotel Details).

These pages behave like a “subflow”: instead of taking you straight to Checkout, your selection is applied back to your Itinerary (to that specific leg or Destination) and you continue the Itinerary flow. Checkout happens at the end, where you pay for all selected trains and stays together.

What’s the difference between Destination pages and the Trains “Destinations” page?

Kigumi uses similar wording in two different places:

• Destination pages (for example, when browsing a place) show POIs and a map for a single Destination.
• The Trains Destinations page is a hub for selecting and changing train routes between Destinations (and it may also appear when doing a multi-destination train search).

If you’re trying to add, remove, or reorder Destinations, use the Customise step of the Itinerary flow.

What’s the full Itinerary flow from planning to booking?

In the Craft Flow (and Packages), the typical end-to-end flow looks like:

1. Itinerary Summary — Review the suggested route and day-by-day plan, and open Day Plans.
2. Customise — Add/remove Destinations, reorder them, and adjust nights.
3. Select Trains — Choose train routes for each leg (you may confirm seat type for bookable legs).
4. Select Stays — Choose hotels and Room Plans for each Destination.
5. Checkout — Review your selections, enter booking details, and pay.

To find an Itinerary again later, open the profile menu (profile icon) and go to My Trips.

What are Day Plans and where do I find them?

A Day Plan is Kigumi’s day-by-day plan for what to do in a Destination. It typically includes recommended Points of Interest (POIs) and an estimated out-of-pocket budget for the day.

Day Plans are accessed from Itinerary Summary. For example, you can open a day’s plan by selecting a day and then pressing Learn more (or tapping the day’s summary card/text).

In Day Plans, you can open POI details by selecting a POI card (or a POI pin on the map). You may also see a Learn more link that opens the related Destination page.

Are POIs added automatically to my Day Plans?

Yes. When Kigumi creates a Day Plan, the recommended POIs for that day are attached as part of the plan.

If a Day Plan is missing, Kigumi may generate it automatically when you view the Itinerary Summary or when you open the Day Plans page.

Can I change a Day Plan?

Yes. In the Day Plans view, you can adjust a day’s plan (for example, by giving a short prompt like “more museums” or “keep it relaxed”), and you can also remove individual POIs from the day.

If you are viewing a shared Itinerary that you don’t own, Kigumi may prompt you to sign in and create your own copy before you can edit.

How does the map work for Day Plans, POIs, and Destinations?

• Itinerary Summary — The map is a high-level overview of your route and is meant for orientation.
• Day Plans — The map shows the POIs for the selected day. POIs are typically shown as numbered pins; selecting a pin opens the POI details.
• Destination pages — The map shows POIs in that Destination. Selecting a POI pin opens its details. When you zoom in and move around, the App may load and display more POIs for the area you’re viewing.

What can I customise when using the Craft Flow?

At the Prompt step you can set:

• Party: number of adults and children (ages 3–12) per room

• Trip length: number of days
• Flexibility: whether your dates are fixed or flexible
• Budget: value, premium, or luxury
• Pace: relaxed, moderate, or active
• Time preference: morning, afternoon, or evening
• Interests: big-city & nightlife, arts & history, temples & shrines, anime & pop culture, hot springs & relaxation, countryside & folklore, mountains & beaches
• Stay preferences: convenient city, design/boutique, family-friendly, local/authentic, romantic/couples, secluded retreat
• Free-text prompt: describe your ideal trip in your own words (e.g. "family adventure", "romantic getaway", "culture and food focus")

Do I need an account to plan an Itinerary?

No. You can create and plan an Itinerary without signing in. Your Itinerary is saved in your browser and remains editable from that device. When you sign in, Kigumi automatically copies any Itineraries you created anonymously to your account, so you can access them from any device going forward.

Is there a limit to how many Itineraries I can create?

No, Users may create and share an unlimited number of Itineraries.

How is an Itinerary structured?

Each Itinerary is made up of Segments. There are two types:

• Stay Segments: One or more nights of accommodation in a specific Destination.
• Travel Segments: Transit routes connecting two different Destinations.

Can I add or remove Destinations after the AI generates my Itinerary?

Yes. In the Customise step of the Craft Flow, you can add new Destinations, remove existing ones and adjust the number of nights at each stop. When you add a Destination, a Stay Segment is created for it. Travel Segments between Destinations are created automatically.

Can I travel between the same Destinations multiple times?

Yes. You can include the same Destination more than once in your Itinerary.

Can I create a Travel Segment within the same Destination?

No. The App does not support travel segments within the same Destination. Travel must be between two different Destinations.

Is there a way to create a return trip?

Yes. You can simulate a return trip by re-adding the original Destination at a later point in your Itinerary. For example:

• Tokyo (0 nights) → Kyoto (2 nights) → Tokyo (0 nights)

What is the maximum duration of an Itinerary?

There is no limit to the duration of an Itinerary.

Can I plan trips for any date in the future?

Yes. Planning is available for any future date, although availability of transit routes and hotel pricing data may be limited based on vendor systems.

What happens if I add multiple hotels or transit routes to a segment?

• Stay Segment: You can add multiple rooms or room plans within the same Stay Segment (for example, when booking different room types for different members of your Party).
• Travel Segment: Only one transit route can be selected per Travel Segment, but that route may consist of multiple legs (e.g., a transfer between bullet train services).

Do I have to book every part of my Itinerary?

Yes. When creating an Itinerary you’re required to book every Segment included in it. However, if you’re only interested in a single reservation, you can always book trains or hotels individually without creating a full Itinerary.

What happens when someone shares an Itinerary with me?

You can open the shared link to view the Itinerary Summary. Depending on the Itinerary and your access, you may need to be logged in.

If you try to make changes, Kigumi will prompt you to log in (if you aren’t already) and then create your own copy. Your edits apply to your copy and do not affect the original. The person who shared it will not be notified.

What happens if I abandon an Itinerary before Checkout?

The Itinerary remains saved and editable unless manually deleted.

2.1 Points of Interest (POIs)

What are Points of Interest (POIs)?

Points of Interest (POIs) are places you might want to visit during your trip (for example: attractions, landmarks, neighbourhoods, shops, restaurants, or scenic viewpoints). POIs may appear in day plans during itinerary planning and on Destination pages.

How should I use POIs in the App?

Use POIs as inspiration and for exploration:

• Browse what’s nearby
• Open a POI to read a short description, tips, and location context
• Use the map to understand where places are relative to your stay and transit

Do POIs have categories?

Yes. POIs may be grouped into categories (and shown with different icons) to make browsing easier. Categories and availability can vary by Destination.

Why do the POIs change when I move or zoom the map?

The App may show different POIs depending on the area currently visible on the map and your zoom level. When you zoom in, more location-specific POIs may load for the area you’re viewing.

Are POI information and tips guaranteed to be accurate?

No. POIs and related content can include AI-generated suggestions and information from public sources, and may be incomplete, out of date, or incorrect.

Always verify critical details (for example: opening hours, reservation rules, exact address, accessibility, and closures) before relying on them.

Are POI budgets exact prices?

No. If a POI shows a budget or price estimate, it is a guideline only (for example, an estimate per person). Actual prices can vary by season, booking conditions, and on-site changes.

3. Selecting Transit Routes

Can I book trains without creating an Itinerary?

Yes. Trains can be searched and booked independently through a standalone three-step flow:

1. Search — Search for train routes by specifying origin station, destination station, date, and party. Supports one-way, round-trip, and multi-destination searches.
2. Select Seats — Choose a seat type for each bookable leg of the route.
3. Checkout — Review and pay for the selected train tickets.

The standalone flow books trains only. If accommodation is also needed, an Itinerary can be created instead using the Craft Flow.

What trip types are supported for train searches?

Three trip types are supported:

• One Way — A single journey from origin to destination.
• Round Trip — An outbound and return journey between the same two points.
• Multi Destination — Multiple routes with different origins and destinations (for example: Tokyo → Kyoto, then Kyoto → Osaka).

Do train searches use Destinations or stations?

Train searches use a curated list of stations (typically major transit hubs).

When you search, you’ll select a station (for example, “Osaka – Shin-Osaka station”). Kigumi groups stations under Destinations to make them easier to find, but routes are searched between stations.

Kigumi doesn’t currently support searching between arbitrary stations outside the supported list.

How do I select a transit route between two Destinations?

Transit routes between Destinations can be selected in two ways:

• Standalone train search — Use the train search at the top of the page to search for a specific route directly.
• Trains Destinations page — When editing an Itinerary through the Craft Flow (Trains step) or doing a multi-destination search, you use the same Destinations hub page. Each leg between Destinations shows a “Change Route” option. Selecting it opens the route search for that specific leg. Once a route is chosen and seat types are confirmed, the flow returns to the Destinations hub with the updated route applied.

What does “Remove” do on the Trains Destinations page?

On the Trains Destinations page, Remove clears the currently selected route for that travel leg so you can choose a different one.

It does not remove the Destination or travel leg from your Itinerary. To add, remove, or reorder Destinations, use the Customise step.

Can I change the departure time for a transit route?

Yes. You can change the suggested departure time using the calendar and time selector in the route selection interface. This allows you to tailor connections based on your desired travel schedule.

What types of transit options are supported?

The App supports:

• Shinkansen (bullet trains)
• Express trains

Availability varies depending on route and provider.

Which trains are bookable?

All Shinkansen (bullet trains) and most JR Limited Express trains are supported. Coverage includes any long-distance JR service that requires a seat reservation, with the exception of a small number of remote lines in Kyushu, Kansai, Chubu, Shikoku, and certain services departing from Shinjuku.

Two ticket systems are used depending on the route:

• SmartEX — Used for the Tokaido and Sanyo Shinkansen lines (e.g., Tokyo–Osaka–Hiroshima–Fukuoka). Tickets are issued as QR codes used directly at the gate.
• Eki-net — Used for the JR East network, including the Hokuriku, Tohoku, and other eastern Shinkansen lines, and most JR East Limited Express trains. Tickets are issued as QR vouchers that must be exchanged for paper tickets at a JR East station terminal before boarding.

The ticket type is shown in the booking confirmation. See the Tickets section for full details on how to use each type.

Are all possible routes shown in the App?

No. Transit route lookup is available only between supported stations (pre-defined transit hubs). The App does not support searching between arbitrary stations.

How is transit availability determined?

Route availability is compiled by the Company using a combination of proprietary data and third-party sources. Express train availability is typically accurate up to 30 days in advance, while standard train data may extend further.

Can I choose a seat type?

Yes. For each bookable leg of a route, a seat type can be selected from the following options:

Seat type availability varies by train service and leg. Not all options will be shown for every route.

Can I look up routes for any future date?

Transit route data is generally accurate up to 12 months in advance. However, real-time seat availability—especially for reserved seats—may not be available beyond 30 days.

What are Transit Details?

A Transit Detail refers to a bookable leg of a transit route. One route may include multiple legs, each represented as a separate Transit Detail for booking purposes.

Can I select multiple routes for the same segment?

No. Only one transit route can be selected per Travel Segment. That route may include multiple legs and generate multiple Transit Details.

How do I know a route is bookable?

Each route is broken down into individual legs. Bookable legs are displayed in full with their price. Non-bookable legs, such as local trains or transfers, are shown in a muted/greyed style with no price and a note to purchase the ticket at the station.

How do I add a Transit leg to the Itinerary?

Selecting a transit route automatically adds all its bookable legs to the Itinerary. There is no need to add individual legs manually.

How do I know if a selected transit route is available?

Some routes are shown as “Available” but cannot be booked until closer to the travel date. Availability and pricing are confirmed during Checkout. If a route is no longer bookable at Checkout, it will be flagged and must be reselected.

What happens if the route becomes unavailable before booking?

If the selected route becomes unavailable during Checkout, the Company will notify you. You may be required to select an alternate route or cancel the segment.

Does the App show route maps?

The App may display a simplified route line on a map to help you understand the overall direction and geography of the trip. However, this is a visual approximation and may not reflect the actual railway or road path used by the carrier.

Is route data always accurate?

No. The App uses a combination of AI, public data sources and manually compiled data to generate suggestions. Users are responsible for verifying the accuracy and practicality of any suggested transit route before relying on it for booking. Route search is complex and may occasionally fail or return incomplete results.

Can I rely on the App to provide real-time train operations?

No. The App does not track live service disruptions, delays, or cancellations. It is your responsibility to confirm train or bus operation on your travel day with the respective transportation provider.

4. Selecting Accommodation

Can I book hotels without creating an Itinerary?

Yes. Hotels can be searched and booked independently through a standalone three-step flow:

1. Search — Search for hotels by destination, dates, and room/guest configuration.
2. Hotel Details — Browse room types, Room Plans, amenities, and cancellation terms, then select a plan.
3. Checkout — Review and pay for the selected stay.

The standalone flow books accommodation only. If train tickets are also needed, they can be booked separately through the train search, or an Itinerary can be created to book both in one Checkout.

How do I search for accommodation in an Itinerary?

When selecting accommodation for a Destination (either as part of an Itinerary or as a standalone stay search), Kigumi uses the same stays search flow:

• Choose a Destination from the list, or enter a custom keyword
• Select dates
• Select rooms and guests

If you start this from an Itinerary, selecting a Room Plan attaches it to that Destination and then returns you to the Itinerary flow (you complete payment later at Checkout).

Results are shown as a list/grid of hotels. A map view is available (via the Map button) but it is not required to browse results.

How can I view hotel details?

Select a hotel from the results list/grid to open its Hotel Details page, where you can browse Room Plans, amenities, cancellation policies, and more. If you open the map view, selecting a marker opens the same Hotel Details page.

How do I open the “Room & Plan” (Plan Details) modal?

When viewing a hotel’s Room Plans, select a Room Plan to open the Room & Plan modal.

Common places you can open it include:

• On the Hotel Details page: select a Room Plan card (for example by clicking/tapping the room name, plan name, or room image).
• In the Craft Flow’s stays steps: selecting the room name or plan name (or a Room & Plan info action) opens the same modal.

The modal typically has tabs for Room Info, Plan Info, and Cancellation so you can review amenities/inclusions and the plan’s cancellation terms before selecting.

Can I search by hotel name or filter results?

There is no dedicated “hotel name” filter. Instead, stays search uses a single Keyword field:

• If you select a Destination from the list, Kigumi performs a destination-based search.
• If you choose Search for "…" (a custom term), Kigumi runs a semantic search. This can match hotel names, neighbourhoods, or natural-language requests.

You can also filter and sort results. Common options include:

• Price range
• Star rating
• Minimum guest review rating

Other filter controls (for example, room type, amenities, and facilities) may be shown in the UI, but may not affect results in all cases.

Why don’t some hotels show up in results?

Hotels that have no availability for the selected dates and guest configuration are filtered out and typically will not appear in results.

If you see few or no results, try:

• Changing your dates
• Reducing rooms/guests
• Widening your price range
• Using a broader Destination or keyword

Why does a hotel show “No rooms available” on the details page?

This usually means there are no available Room Plans for your selected dates and party configuration (or availability changed since you opened the page).

Try:

• Changing dates (even by 1 night)
• Reducing rooms/guests
• Selecting a different Room Plan or hotel

Is there a map view for hotels?

Yes. You can optionally open a map view from the hotel results (for example, via the Map button). Pins correspond to hotels in your current search results, and selecting a pin opens that hotel’s details. The map is for orientation and navigation; always confirm the hotel’s address and access details on the Hotel Details page.

Can I add a hotel that is outside the Destination?

Search results can include hotels in nearby areas. The App does not currently show a warning for hotels outside a Destination boundary, so you should confirm the location in the Hotel Details page before booking.

What is a Room Plan?

A Room Plan is a specific combination of:

• Room type (e.g., twin, double, Japanese tatami)
• Meal options (e.g., breakfast, dinner)
• Special services or limited-time promotions
• Seasonal pricing

You are always booking a Room Plan, not just a generic room.

What’s the difference between a Room Type and a Room Plan?

• A Room Type describes the physical room category (e.g., Twin, Double, Japanese-style).
• A Room Plan is the bookable offer for that room type on your dates—typically including pricing, meal options, cancellation terms, and any plan-specific conditions.

Can different Room Plans have different cancellation policies?

Yes. Each Room Plan has its own cancellation and refund terms. These are shown in the Plan Details modal and again during Checkout.

How are hotel prices displayed?

• Hotel pricing is tied to the selected Room Plan.
• Prices and included taxes/fees are shown as provided by the vendor. Some local fees (e.g., bathing tax) may be collected on arrival when applicable.
• Because availability and pricing can change, the amount shown in search may update when you open Plan Details or proceed to Checkout.

How far in advance can I book accommodation?

Accommodation data is typically accurate up to 6 months in advance. Availability beyond that is not guaranteed.

Are hotel listings licensed?

All accommodations in Japan must be licensed under Japanese law. However, the Company does not independently verify the licensing status of each listing.

What if the hotel becomes unavailable during booking?

If a hotel or Room Plan becomes unavailable during Checkout, the system will prompt you to select a different Room Plan or hotel before continuing.

What is the maximum number of guests?

Guest limits vary depending on the context:

Per-room occupancy limits are set by each individual hotel. The App will only show Room Plans that are available for the selected party configuration.

Can I book more than one room in a single hotel booking?

You can select up to the number of rooms specified in your search. Each selection is a specific room + Room Plan combination; selecting multiple identical room-plan combinations may not be supported.

Can I change the number of travelers?

For stays, your party size (adults/children/rooms) is set when you search/select a Room Plan. The stays Checkout uses that configuration; if you need to change it, go back to your stay selection step and pick a Room Plan that matches the updated party.

Is hotel data always accurate?

Hotel information is sourced from third-party Japanese providers. Translations and summaries may include errors or inconsistencies. The Company uses AI for localization but does not guarantee accuracy.

Can I request special preferences (e.g., bed type, non-smoking)?

The App does not currently provide a special requests field (e.g., bed type, non-smoking). If you have preferences, you may need to contact the accommodation directly after booking; fulfillment is never guaranteed.

What should I double-check before booking?

Before you book a stay, confirm:

• Location (results can include nearby areas; the App does not warn for Destination boundaries)
• Dates and party configuration (rooms/adults/children)
• What’s included in your Room Plan (meal options, plan conditions)
• Cancellation terms for the specific Room Plan
• Any fees collected on arrival when applicable (for example, local bathing tax)

Will I be charged extra on arrival?

Some hotels—especially those with onsen (hot spring) facilities—may charge a local bathing tax. This fee is not included in the booking total and is payable in cash on arrival.

5. Itinerary Budgeting

What is the itinerary budget?

Kigumi displays an estimated total cost based on your current selection of accommodation and transit. This budget helps Users evaluate the overall cost of the trip during the planning stage and decide whether a specific trip is worth pursuing.

What does the budget include?

The budget includes:

• Selected Stay Details (Room Plans with all nights and taxes)
• Selected Transit Details (including reserved seats)
• Applicable consumption tax

Only bookable transit legs contribute to the displayed transit price. Local/unbookable legs may still be shown for context, but they are informational.

How can I view a detailed budget breakdown?

You will see a running total while reviewing your itinerary (including a total shown at the bottom). The most detailed breakdown is shown during Checkout, where each stay and each bookable transit leg is shown as a line item.

Craft Flow starts with a default party of 1 room / 2 adults. If you change rooms/adults/children during planning, that configuration is used for availability checks and transit pricing estimates.

Is the itinerary budget per person or total?

The number shown in the sticky Total at the bottom of the screen is the grand total for your current selection (stays + bookable transit legs) for your selected party.

In some places, the UI may also show per-person or per-adult reference prices for certain transit options. Checkout is the source of truth for the final itemized total.

Are child discounts reflected in the budget?

For trains, the App uses a simplified passenger pricing model in its estimates:

• Children are typically priced at about 50% of the adult fare.

Accommodation pricing rules vary by property/vendor. Treat the budget as an estimate; final amounts are confirmed at Checkout.

Is the itinerary budget final?

No. The budget is for informational purposes only. Final prices are confirmed at Checkout.

Why does the itinerary budget change at Checkout?

The total may change due to:

• Actual number of travelers (adults/children)
• Changes in Stay or Transit selections
• Real-time vendor pricing updates
• Currency conversion (if using non-JPY display)

Can I view prices in another currency?

Yes. All base prices are stored in JPY, but the App can display converted amounts in USD, JPY, EUR, CNY, or KRW using exchange rates fetched for convenience. Payment is still processed in JPY.

To change your display currency, open the profile menu (top right) → Settings → Currency.

This preference is saved on your current browser/device and may not automatically apply on other devices.

How do exchange rates and rounding work?

• Converted prices are for display only and are based on exchange rates fetched by the App (typically refreshed about daily).
• Displayed amounts may be rounded (for example, JPY and KRW are shown without decimals).

Your bank’s final converted amount may differ slightly.

Will my card be charged in JPY?

Yes. Charges are processed in JPY. If your card/account is in another currency, your bank may apply its own exchange rate and/or foreign transaction fees.

Is the itinerary budget legally binding?

No. The itinerary budget is an estimate. It does not constitute a contract or a guaranteed price.

6. Checkout

What is Checkout?

Checkout is the process where you review your selected bookings (stays and/or trains), provide the required booking details, and complete payment. Once Checkout is successful, the Company initiates the booking process with third-party vendors.

When is an Itinerary considered final?

An Itinerary becomes final once the Checkout process is completed and payment is successfully processed. After Checkout, the Itinerary can no longer be edited.

What happens if I don't complete Checkout?

If you begin but do not complete Checkout, nothing is booked and your Itinerary remains editable (as long as Checkout has not been finalized).

If you are working in multiple browser tabs, the latest Itinerary state may not appear everywhere immediately — reload the page to ensure you’re seeing the current version before continuing.

Can I proceed to Checkout with only one item?

Yes. You can Checkout and book even if your Itinerary contains only:

• A single Stay Detail (one hotel booking)
• A single Transit Detail (one transport segment)

If you’re only booking one stay or one train trip, it may be more convenient to use the standalone booking flow for that item instead.

What is required to proceed to Checkout?

You must be an Authenticated User to proceed to Checkout and book.

Kigumi supports signing in with Google.

What payment methods are accepted?

All major credit and debit cards are accepted, including:

• Visa
• Mastercard
• American Express
• JCB
• Discover
• Diners Club

Accepted payment networks are shown during Checkout.

Payments are processed via Stripe.

Do I need to check out a full Itinerary?

No. Checkout adapts to what you’re booking:

• Trains only (standalone train booking)
• Stays only (standalone hotel booking)
• Trains + stays together (a full Itinerary)

From a user perspective, the experience is the same: review → enter booking details → pay.

What information do I need to provide at Checkout?

Checkout includes a Booking Details step. Depending on what you’re booking, Kigumi may ask for:

• First name, last name, and email address
• For stay bookings: adult gender (for occupant profiles) and allergies (if applicable)

What currency is used for payment?

All payments are processed in Japanese Yen (JPY). Even if prices are shown in another currency for convenience, your credit card will be charged in JPY.

What if I selected a non-JPY currency during planning?

The display currency is for reference only. At Checkout, the latest exchange rate is used to show the final JPY total. The final amount in your home currency depends on your card issuer’s exchange rate.

Is tax included in the Checkout price?

Yes. All prices shown at Checkout include Japanese consumption tax.

What if an item is no longer available during Checkout?

If a selected Stay or Transit Detail becomes unavailable during Checkout, you will be notified and prompted to:

• Select an alternative
• Remove the unavailable item
• Edit your Itinerary before continuing

Can I modify the number of travelers at Checkout?

No. Your party configuration is set when you select your Stay Detail and/or Transit Detail.

If you need to change travelers (rooms/adults/children for stays, or passengers for trains), go back to the relevant selection step, update the party there, and then re-enter Checkout.

Will discounts for children be applied at Checkout?

It depends on what you’re booking.

• Trains: child fares (where supported for the selected route) are reflected based on the passenger types you selected.

• Stays: pricing is based on the selected Room Plan and party configuration. Some properties price children differently, while others price by room/plan.

Always review the final itemized total during Checkout.

What happens after I pay?

Once payment is completed:

• The Company receives confirmation from Stripe (our payment processor)
• Individual bookings are initiated with third-party vendors
• You will receive booking confirmations for each Stay and Transit Detail once they are processed

You will also be taken to a Confirmation screen.

Can I cancel or modify my Itinerary after Checkout?

No. Once Checkout is complete, the Itinerary is considered final. Modifications are not supported. However, cancellations may be possible according to the vendor’s policy. (See Section 8: Modifications & Cancellations)

Can I authorize the Company to act on my behalf during booking?

Yes. By proceeding with Checkout, you authorize the Company to:

• Register with third-party vendor platforms
• Use your name and details for booking
• Manage all related booking communications The Company may create temporary email inboxes or aliases solely to facilitate bookings. These are not accessible to the User and will expire after use.

Will the booking be made under my name?

Yes. Your name will be used when registering with third-party vendors. Due to system limitations, the name may be abbreviated or formatted differently (e.g., no spaces).

Will my address or contact details be shared with vendors?

No. The Company does not pass on your personal contact details to vendors. The Company’s own contact information will be used to complete the booking on your behalf.

Can I receive an invoice?

You will receive a payment confirmation after successful payment.

If you need an itemized receipt or invoice (for example, for business purposes), contact Customer Support. Availability may vary depending on the booking and account type.

7. Confirmations, Tickets & Redemptions

What is a Booking Confirmation?

A Booking Confirmation is an email or electronic notification sent to you after a Stay or Transit booking has been successfully completed. It includes:

• Travel dates and times
• Train or bus service names
• Ticket type (SmartEX or Eki-net)
• Attached QR code(s) or ticket numbers
• Step-by-step instructions for using or redeeming your ticket

You should review the Confirmation carefully before traveling.

What types of train tickets are issued?

The App issues two types of transit tickets, depending on the route and train operator:

• SmartEX Web Ticket
  Multiple QR tickets are issued (typically one per passenger). Each passenger’s QR is scanned individually at the SmartEX gate.

• Eki-net Web Ticket
  A single QR voucher is issued for the entire booking. You must redeem it for physical paper tickets at a JR East Eki-net terminal before boarding. These are typically used for:

  • Limited Express trains (e.g., Narita Express, Azusa, Kaiji, Hitachi)
  • Bullet trains like Kagayaki, Hakutaka, Hayabusa in the JR East network

The ticket type is clearly mentioned in your Booking Confirmation.

Where can I find my train tickets in the App?

Open the profile menu (profile icon) and go to My Bookings. Your train bookings include a ticket view where you can access your SmartEX QR tickets or your Eki-net QR voucher (and redemption instructions).

What is “My Bookings” and what can I open from it?

My Bookings is your list of current, past, and cancelled bookings, including:

• Train (transit) bookings — open the booking to view ticket/voucher details (for example, SmartEX QR tickets or an Eki-net QR voucher and redemption instructions).
• Stay (hotel) bookings — open the booking to view your hotel voucher and stay details.

What is “My Trips” and where do I find it?

Open the profile menu (profile icon) and go to My Trips.

My Trips lists your saved and booked itineraries. Opening a trip takes you to its Itinerary Summary so you can review the plan (and, for booked trips, reference what you booked).

Can I ride the train with just the QR code?

• SmartEX: Yes. Each passenger scans their QR ticket at the Shinkansen gate.
• Eki-net: No. You must redeem the QR voucher at a JR East Eki-net terminal to receive paper tickets before boarding.

Where can I redeem Eki-net tickets?

Eki-net tickets can only be redeemed/printed at JR East stations with compatible Eki-net terminals. These include:

• Tokyo Station
• Shinagawa Station
• Shinjuku Station
• Ueno Station Other major JR East stations may support ticket redemption—please check ahead.

Can I print my Eki-net ticket at my departure station?

Only if your departure station is in the JR East network. You cannot print Eki-net tickets in:

• Kansai (Osaka, Kyoto)
• Chubu / Gifu
• Hokuriku (Kanazawa, Toyama)
• Shikoku
• Kyushu

If your Itinerary does not pass through Tokyo or another JR East terminal, and you hold an Eki-net ticket, contact Customer Support immediately to revise your booking.

What happens if I forget to print my ticket?

You will not be allowed to board the train. Plan to arrive early and redeem your Eki-net ticket in advance at a supported terminal. If you're unable to locate the terminal:

• Ask station staff for assistance
• Show them the instructions from your Confirmation
• If needed, contact Customer Support

What if I have multiple paper tickets?

Some routes require:

• A base fare ticket
• A limited express surcharge ticket

Both must be printed and inserted together into the ticket gate when entering and exiting. Keep them safely bundled.

Failure to insert all tickets may result in gate errors or travel delays.

What happens when transferring between trains?

If you're switching from a Shinkansen to a local line (or vice versa):

• You may need to exit through Shinkansen ticket gates first
• Some gates may collect your ticket; if this happens, show your Confirmation to station staff to proceed

Always keep a digital or printed copy of your Confirmation for transfer scenarios.

What if my QR code won’t scan?

• SmartEX: Contact Customer Support with your Kigumi Booking Reference. We may be able to reissue your QR code.
• Eki-net: Use the ticket number printed in your Confirmation to redeem your paper ticket manually at the terminal. Ask station staff for help if necessary.

What if I lose my ticket?

• If it’s a QR code: Contact Support with your Kigumi Booking Reference to request reissue.
• If it’s a paper ticket: Lost tickets cannot be reprinted. Please store them safely.

What is a Shinkansen?

The Shinkansen is Japan's bullet train system—high-speed rail that connects major cities on dedicated tracks.
Examples include:

• NOZOMI, HIKARI, KODAMA (Tokaido Line)
• SAKURA, MIZUHO, TSUBAME (Sanyo Line)
• HAYABUSA, KAGAYAKI, HAKUTAKA (Tohoku/Hokuriku)

What is a Limited Express train?

A Limited Express is a premium regional train that travels faster and stops less frequently than local trains.
Examples include:

• Narita Express (airport to Tokyo)
• Wide View Hida (Nagoya to Takayama)
• Thunderbird (Osaka to Kanazawa)

How does the fare system work in Japan?

There are two main components:

1. Base Fare – Charged for the distance between your origin and destination
2. Limited Express or Shinkansen Surcharge – For faster trains and premium seating

If you have a reserved or non-reserved seat, that will be reflected in your Booking Confirmation.

Can I select my seat or travel class?

You can select a seat type / class for each bookable leg (availability depends on the service), for example:

• Free Seating
• Reserved
• Green Car
• Gran Class (where available)

The App does not guarantee a specific seat number selection; your final seat assignment (if applicable) is shown in your ticket/confirmation.

What happens if I miss my reserved train?

If you hold a reserved seat ticket (including Green or Gran Class) and miss your train:

• You may board a later train on the same route using non-reserved seating, if available
• You will not have a reserved seat on the new train
• If the later train has no non-reserved seating, you must purchase a new ticket

Can I use the same QR code more than once?

No. All QR codes and tickets are one-time use only, valid only for the specified train, date, and route.

Can I use these tickets for local trains?

No. The App does not currently support booking for local trains (普通列車), which operate on a first-come, first-served basis with no surcharge or seat reservation.

How early should I arrive at the station?

• If you need to redeem tickets: At least 30–45 minutes before departure
• During busy seasons or at large stations (e.g., Tokyo, Kyoto, Osaka): Consider arriving even earlier

This ensures you have enough time to find terminals, print tickets, and navigate the station.

8. Modifications and Cancellations

Can I edit my Itinerary after Checkout?

No. Once you complete Checkout, your Itinerary becomes final and cannot be edited through the App. You may still cancel individual bookings, subject to vendor cancellation policies.

To review your current, past, or cancelled bookings (and open their details), go to My Bookings.

Can I cancel an entire Itinerary?

Not directly. There is no "cancel all" function for an entire Itinerary. However, you may request cancellation of individual Stay Bookings or Transit Bookings within the Itinerary, provided they are eligible for cancellation.

Can I modify a booking (e.g. change dates or room type)?

No. The App does not support modifications to existing bookings. To make changes, you must cancel the existing booking (if cancellation is permitted) and create a new one.

How do I cancel a Stay or Transit Booking?

To request a cancellation, contact User Support (use the in-app contact form or reply to your Booking Confirmation email) with:

• Your full name
• Your Kigumi Booking Reference code
• The booking(s) you wish to cancel

Support will verify the eligibility for cancellation and process it on your behalf.

What are the cancellation conditions?

Cancellation terms depend on the third-party vendor (hotel or transportation provider). The conditions for each Stay or Transit Detail are shown:

• During Checkout
• In My Bookings (open the booking and review its cancellation conditions)
• In your Booking Confirmation

Are all Stay Bookings refundable?

Not always. Refundability depends on the hotel and room plan:

• Some plans offer partial refunds based on how far in advance the cancellation occurs.
• Others are non-refundable regardless of timing.

What is a typical cancellation fee schedule for hotels?

This varies, but here’s an example:

• Cancel 6 days before check-in: 80% refund
• Cancel 2 days before check-in: 50% refund
• Cancel 1 day before check-in: 20% refund
• No-show: 0% refund

The exact policy is stated for each booking.

What happens if I don't show up?

A no-show will always be treated as a non-refundable booking.

Can a booking be canceled by the vendor?

In rare cases, yes. If a third-party vendor cancels or alters a confirmed booking, the Company will:

• Notify you immediately
• Offer alternatives if possible
• Provide a refund where applicable

Are Transit Bookings refundable?

Transit Bookings may be canceled up to 48 hours prior to the scheduled departure time. If your cancellation is eligible, a refund will be issued minus applicable fees.

What is the cancellation fee for Transit Bookings?

A processing fee of up to ¥1,000 may be deducted from the refundable amount of each Transit Booking. This includes any third-party vendor fees and applies regardless of who initiated the cancellation.

How will I be refunded?

Refunds are processed to the same credit or debit card used at Checkout.

How long does it take to receive a refund?

Refunds are typically issued within 45 days of the cancellation request. In rare cases, it may take up to 60 days depending on the payment provider.

What if a cancellation is the result of a system error?

The standard cancellation process and fees still apply, even if the cancellation was the result of a system issue by the vendor, the Company, or the User.

Will canceled bookings still show in my Itinerary?

Yes. A Stay or Transit Segment may still appear in your Itinerary even if the underlying booking has been canceled. The segment structure remains unchanged for clarity, but the booking status will reflect the cancellation.

Can I cancel multiple bookings at once?

Yes, but each booking must be canceled individually through Support. There is no bulk cancel feature in the App.

Is cancellation always guaranteed?

No. Some room plans or transit tickets may be explicitly non-refundable or non-cancelable. Always check cancellation terms before booking.

9. Customer Support

How can I contact Customer Support?

You can contact Customer Support in two ways:

• Contact form: Use the in-app support form at /contact. If you’re logged in, your name and email may be pre-filled. In some parts of the App, the form may open with a pre-filled message that includes your Kigumi Booking Reference.
• Email: Reply to your Booking Confirmation email.

When you’re contacting Support about a specific booking, always include your Kigumi Booking Reference.

What is the Kigumi Booking Reference?

The Kigumi Booking Reference is a unique code printed on your Booking Confirmation. It helps us locate your booking quickly. Always include this reference when contacting support.

What kind of issues can I contact Support about?

You can contact Customer Support for:

• Booking cancellations
• Reissuing lost QR codes or confirmations
• Issues retrieving paper tickets from terminals
• Clarifying ticket types or usage instructions
• Assistance with failed or duplicate payments
• Any discrepancies in booking details

When should I contact Customer Support?

Contact us as soon as you:

• Encounter a technical problem
• Realize you've missed a train or booking window
• Can’t print or retrieve your ticket
• Have booked transit requiring paper tickets but do not pass through Tokyo or another JR East terminal

Can Customer Support modify a booking?

No. Bookings cannot be modified once confirmed. Support can only assist with cancellations and help you rebook if cancellation terms allow.

What happens if I contact Support about a QR code issue?

If you're using a SmartEX ticket, we may be able to reissue your QR code if you provide your Kigumi Booking Reference.

If you're using an Eki-net ticket, you should try to retrieve your ticket using the ticket number printed in your confirmation. Station staff can help you at the terminal.

Can Support help if I can’t find the right terminal?

If you’re at the station and cannot find the correct terminal, please:

1. Refer to the Confirmation for the terminal type and ticket redemption process.
2. Ask station staff for assistance. They are usually available near ticket machines and gates.
3. If still stuck, contact Customer Support immediately.

Can Customer Support help me navigate the station?

No. The Company does not provide ground support or on-site assistance at train stations, hotels, or bus stops. You are responsible for navigating stations and reaching your departure points on time.

What if there’s a dispute or problem with the service?

In the case of a service issue or dispute (e.g., failed booking, double charge, vendor no-show), you may open a case with Customer Support. We will investigate and escalate as necessary.

If the matter cannot be resolved, and further mediation is needed, refer to the dispute resolution policies outlined in the Terms & Conditions.

Is there an escalation or appeals process?

Yes. If you're unsatisfied with the outcome of your support case, you may request escalation. In certain situations, the Company may refer unresolved matters to third-party mediation or dispute resolution as provided under Japanese law.

Can I get a refund if my booking didn’t work as expected?

Refunds may be granted depending on the cancellation and refund policies of the hotel or transportation provider. The Company is not liable for third-party vendor behavior but will assist you in resolving the issue.

Can I cancel my account through Customer Support?

Yes. You can request account termination by contacting Support. However, your account cannot be terminated if:

• You are in the process of checking out or booking
• A payment is pending
• An investigation or dispute is ongoing

See the Termination Policies section of the T&C for details.

What if I contacted Support and haven’t received a response?

Please allow up to 2 business days for a response. If you do not hear back within that time:

• Check your spam or junk folder
• Ensure you included your Kigumi Booking Reference
• Follow up with a new message if needed

10. Sharing Itineraries

Can I share my Itinerary with others?

Yes. From the Itinerary Summary screen you can share using:

• Copy Link
• Email
• Facebook
• X (Twitter)

To view a shared Itinerary, recipients may need to be logged in.

What is the difference between a private and public Itinerary?

Sharing is done via a link to your Itinerary Summary.

• Private (default): Only you can access it unless you share it.
• Shared link: Anyone you share the link with may be able to view it (they may need to be logged in).

Can others edit my shared Itinerary?

They can’t edit your original Itinerary.

If someone is logged in and tries to edit an Itinerary they don’t have edit permission for, Kigumi automatically creates a copy for them and takes them to their own editable version.

What happens when someone taps “Copy Itinerary”?

There isn’t a separate one-click “Copy Itinerary” button in the sharing panel.

Instead, copying happens automatically when someone who can’t edit the original tries to make a change. If they’re logged out, they’ll be asked to log in first.

Can the new user change the start date?

Yes. Once someone has their own copy, they can change the trip’s start date and make other edits.

Is the copied Itinerary affected by availability?

Availability and pricing may change over time. Always review the latest details at Checkout.

Will the original Itinerary owner be notified if someone copies their Itinerary?

No. Kigumi may track which share option is used (for example, Copy Link, Email, Facebook, or X) to help improve the product.

Can I disable sharing of my Itinerary?

There is no dedicated “disable sharing” toggle. If you don’t want others to access your Itinerary, don’t share the link.

11. Platform & Browser Requirements

What browsers are supported?

To use the App, you need a modern and secure browser. We recommend the latest versions of:

• Google Chrome
• Microsoft Edge
• Safari
• Firefox

If you are using an outdated browser version that is considered insecure or no longer supported (e.g., Internet Explorer or very old versions of Chrome), the App may not function correctly.

We follow browser compatibility guidelines as outlined here:

https://browser-update.org/browsers.html

Can I use the App on my smartphone?

Yes. The App is fully web-based and is designed to work well on both desktop and mobile devices. Some parts of the UI adapt on smaller screens (for example, mobile-friendly pickers and navigation patterns).

However, for complex Itinerary planning or bulk edits, we recommend using a desktop for the best experience.

What languages does the App support?

The App UI currently supports:

• English (en)
• Italian (it)
• Korean (ko)

To change your language, open the profile menu (top right) → Settings → Language.

This preference is saved on your current browser/device and may not automatically apply on other devices.

Why can’t I access a feature?

There may be a few reasons:

• You are using an outdated or unsupported browser
• You are not logged in as an Authenticated User (see below)
• A feature is restricted to checkout-ready Itineraries only
• You are offline or have poor internet connectivity

Make sure your browser is updated, you’re logged in (if required for the feature), and you have a stable connection.

Is an account required to use the App?

No. You can explore Destinations, view hotel options, and plan trips without signing up or entering payment details.

Most planning features work without logging in (for example, building an Itinerary and selecting trains and stays).

You generally only need to log in to:

• Complete Checkout (payment + booking)
• Save and access your Itineraries across devices/browsers (instead of only on the device you created them on)

Will I be automatically logged out?

Yes. For security reasons, Authenticated Users may be logged out automatically after a period of inactivity. Simply log back in to continue using the App.

Do I need to install anything?

No installation is required. The App runs entirely in your browser. Just visit the App URL and start planning.

What if the site looks broken or something doesn’t load?

Try the following:

• Refresh the page
• Clear your browser cache
• Ensure your browser is up to date
• Disable any browser extensions that might interfere with functionality

If problems persist, contact Customer Support with details about your browser and device.

12. Account, Login & Security

How do I log in?

The primary sign-in method is Continue with Google.

You can use most planning features without logging in. Signing in is mainly required to complete Checkout (payment + booking) and to access your saved Itineraries across devices.

Do I need to create a user account?

No. You can browse and plan without creating an account.

If you choose to sign in, an account is created for you automatically.

What happens to Itineraries I created before logging in?

If you planned anonymously, your Itineraries are stored in your browser.

When you sign in, Kigumi automatically saves those Itineraries to your account (by creating copies linked to your user), so you can access them from other devices.

Why was I logged out automatically?

For security and session management, users may be automatically logged out:

• After a period of inactivity
• After a session timeout
• When using the App on multiple devices or browsers at once

To continue, simply log in again.

Can I switch accounts after logging in?

You cannot switch accounts within a session. If you wish to use a different account:

1. Log out of the App
2. Log back in with the preferred account

Each sign-in identity is treated as a unique user identity in the App.

Is my data secure?

Yes. The App uses industry-standard security practices to protect your data:

• Authentication is handled via secure Google sign-in
• Personal information is never sold or shared for advertising purposes

Data collected is used solely for Itinerary management, booking processing, and support communication.

Will my email address be shared with hotels or transport providers?

No. The Company does not share your email address or personal contact details with third-party vendors. For booking purposes, the Company may create and use temporary email inboxes or aliases to receive confirmations from third-party vendors, but these are not accessible to you and are used only for reservation fulfillment.

Can I delete my account?

Account deletion is handled via Customer Support. There is currently no self-serve “delete account” option in the App.

See the Termination Policy in the T&C. Your account cannot be deleted if:

• You have active bookings or unresolved disputes
• A Checkout is in progress
• An investigation is ongoing with User Support

Once your account is eligible, your data will be deleted in accordance with our Data Retention Policy.

Does the App store my credit card information?

No. All payments are processed securely by Stripe. The App does not store or access your credit or debit card information directly.

13. Legal, Refund, and Payment Questions

Is it safe to pay through this App?

Yes. All payments are processed securely through Stripe, a certified third-party payment processor. The App does not store your credit or debit card information. Payment processing complies with relevant security standards to protect your financial data.

Your transaction is encrypted and handled via a secure checkout flow. The Company never has direct access to your card details.

What happens if my payment fails?

If your payment fails:

• You will not be charged
• The Itinerary will remain editable
• You can try again or return to your Itinerary to make adjustments

If payment is declined by your card issuer, contact your bank to confirm your card is authorized for international transactions in Japanese Yen (JPY).

Are prices final and transparent?

Yes. All prices displayed at Checkout are:

• Final and inclusive of Japanese consumption tax
• Shown in Japanese Yen (even if viewed in another currency for planning)
• Inclusive of any service fee charged by the Company to facilitate bookings

Any Company service fee is included in the Checkout total you see before you pay.

During planning, prices shown in the Itinerary are indicative and may vary due to availability or rounding. The Checkout screen always reflects the most accurate and up-to-date prices.

Why do some prices change between planning and checkout?

Pricing shown during planning is for budgeting purposes only. Actual prices may change at Checkout due to:

• Real-time updates from third-party vendors
• Currency conversion rate differences
• Availability or rate changes in hotel plans or train tickets

We recommend proceeding to Checkout promptly once your Itinerary is complete to lock in current rates.

Who do I contact for a chargeback or refund dispute?

If you believe a charge is incorrect or need help with a refund:

• First, contact Customer Support and provide your Kigumi Booking Reference
• We will investigate the issue and assist in resolving it with the vendor or Stripe (our payment processor)

Please do not initiate a chargeback with your bank before contacting us, as this may delay or complicate resolution.

Are refunds guaranteed?

Refunds are not automatically guaranteed. They depend on:

• The cancellation and refund policy of each hotel or transportation provider
• The timing of your cancellation (e.g., how far in advance)
• Whether the ticket or booking has already been used

Refer to your Booking Confirmation and our Cancellation, Refund & Modification Policy for specific terms.

Are there any hidden fees?

No. All applicable fees (including service fees and taxes) are included in the price shown at Checkout. Any mandatory local fees—such as onsen (hot spring) facility charges at certain hotels—will be mentioned in the Confirmation and must be paid in cash at check-in.

What if I need a payment receipt or invoice?

You will receive a payment confirmation after successful payment.

If you need an itemized receipt or invoice (for example, for business purposes), contact Customer Support. Availability may vary depending on the booking and account type.

Is the Company legally liable for vendor service issues?

No. The Company acts as an intermediary between you and third-party vendors (e.g., hotels, transport operators). While we facilitate bookings and support, the quality of service is the responsibility of the vendor.

We do not offer on-site support at stations or hotels. See the Role of the Company section of the T&C for more details.

14. Data & Privacy

What personal data does the App collect?

The App collects minimal personal data, limited to what is necessary to:

• Authenticate your identity (for example, Google sign-in)
• Process payments (via Stripe) and issue invoices
• Complete bookings with third-party vendors
• Communicate with you regarding your Itinerary or support inquiries

If you use Google sign-in, we do not access your Google account data beyond your email address and name.

Is my personal data shared with third parties?

Your personal information is not shared with third-party vendors such as hotels or transportation providers. For booking purposes, the Company may:

• Transmit a booking name (which may be abbreviated or transliterated for Japanese systems)
• Use a temporary or system-generated email address to receive booking confirmations from third-party systems

Your actual email address and contact information are not disclosed to vendors unless required for booking fulfillment and stated in advance.

Is my data secure?

Yes. All user data is handled using industry-standard encryption and security practices. Secure authentication is handled via Google sign-in. Credit card information is handled by Stripe.

We take security seriously and do not sell, rent, or use your data for marketing or advertising.

How can I contact you about privacy?

For privacy-related questions or requests, contact us at privacy@kigumitrip.com.

For details on how we handle cookies and similar technologies, consult our Privacy Policy (see the section on cookies and tracking technologies).

We may also use analytics tools (for example, PostHog) to help understand and improve product usage; details are described in our Privacy Policy.

How long is my data retained?

As per the Data Retention & Deletion Policy:

• Itineraries and booking history are retained for up to three (3) years for Active Users.
• After that, your data may be archived, meaning no longer accessible via the App but recoverable by request for a limited time.
• Archived data is stored securely and can be retrieved upon request (processing time and fees may apply).

Can I request deletion of my data?

Yes. You may request deletion of all your user data by contacting Customer Support, provided that:

• You have no active bookings
• There are no pending or unresolved disputes with support
• There are no payments in progress or invoices pending confirmation

Once verified, your account and all associated Itineraries and booking data will be permanently deleted within 90 days.

What happens to my data if I delete my account?

If your account is terminated and no conditions block deletion (e.g., unresolved bookings or open support cases), your data will be:

• Retained for 90 days and then permanently deleted
• Booking records required by law (e.g., payment confirmations) may be retained longer for compliance with Japanese commercial regulations

We are not liable for any loss of data after the retention period ends. Users are encouraged to export or back up any critical data before requesting deletion.

Can I retrieve old Itineraries?

If your Itinerary has been archived, it may be retrievable upon request. Archived data retrieval:

• Is handled on a best-effort basis
• May take time and could involve a processing fee
• Cannot be guaranteed if the request falls outside the data retention period

Does the App use AI-generated data?

Yes. AI is a core part of the App experience and may be used to help:

• Craft and generate Itinerary drafts
• Suggest destinations and points of interest (POIs)
• Produce day-by-day summaries and planning guidance

AI-generated content may contain inaccuracies. Always verify important details (for example, dates, times, prices, availability, and vendor policies) before booking.

See General Disclaimers and Itinerary for further explanation.

Will I be notified if the data policy changes?

Significant changes to the data handling or retention policy will be published in the T&C. We recommend reviewing the Terms and Conditions regularly before Checkout, where explicit acceptance is required.

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