Terms of Use

01 Acceptance of Terms

By accessing and using this website, you accept and agree to be bound by the terms and provision of this agreement. In addition, when using these particular services, you shall be subject to any posted guidelines or rules applicable to such services.

02 Scope of Services

Kiyomi’s services include, but are not limited to:

• Private consultation to understand client interests, preferences, and travel vision
• Custom journey design and proposal development
• Cultural experience sourcing and scheduling through trusted partner networks
• Accommodation strategy, selection, and coordination
• Private ground transportation planning and booking
• Restaurant and private dining arrangements
• Pre-departure journey documentation and cultural briefing materials
• In-journey support via WhatsApp and local emergency contact
• Post-journey follow-up and relationship continuity

All services are bespoke. No two journeys are alike, and no element of a Kiyomi journey is drawn from a fixed catalogue or template.

03 Engagement Process

Engaging Kiyomi follows a defined process:

Step 1 — Inquiry

The client submits an inquiry via the Kiyomi website. All inquiries are personally reviewed. Submission of an inquiry does not create a contractual relationship or guarantee of service.

Step 2 — Private Consultation

If there is alignment between the client’s interests and Kiyomi’s available capacity, the client will be invited to a private consultation. This consultation is conducted by Roe Nishi personally.

Step 3 — Journey Design Fee

Following the consultation, a Journey Design Fee is required to begin the planning process. Payment of the Journey Design Fee constitutes the client’s agreement to these Terms and Conditions. Planning does not commence until the fee is received in full.

Step 4 — Proposal and Confirmation

Kiyomi will deliver a custom journey proposal. Upon the client’s approval of the proposal, a deposit invoice will be issued. The journey is confirmed only upon receipt of the deposit.

04 Fees and Payment Structure

Journey Design Fee

The Journey Design Fee is USD 2,500 per journey. This fee is non-refundable under all circumstances. Upon confirmation of the journey, the Journey Design Fee is applied in full toward the total concierge fee.

Payment Schedule

• Journey Design Fee:— due before planning commences. Non-refundable.
• Deposit: 50% of the total journey invoice — due upon proposal approval.
• Balance: 50% of the total journey invoice — due 60 days prior to the journey departure date.

Failure to pay the balance by the due date may result in cancellation of the journey. In such cases, the deposit will not be refunded.

Currency and Payment Methods

All invoices are issued in United States Dollars (USD). Payment may be made by credit card, bank transfer, or international wire transfer via the Kiyomi invoicing platform. All transaction fees associated with international payments are the responsibility of the client.

05 Cancellation and Refund Policy

Cancellation by the Client

Each experience has its own cancellation policy. Please take caution to the Cancellation Policy we present depending on the experience. Some experiences will not offer refunds for cancellation.

All cancellation requests must be submitted in writing to Kiyomi via email. The following schedule applies:

• Journey Design Fee: Non-refundable under all circumstances, regardless of when cancellation occurs.
• More than 180 days before departure: Full deposit refunded.
• 91 to 180 days before departure: 50% of the deposit refunded.
• 31 to 90 days before departure: Deposit is non-refundable.
• 30 days or fewer before departure: Deposit and balance are non-refundable.

Kiyomi strongly recommends that all clients obtain comprehensive travel insurance, including cancellation coverage, prior to confirming a journey.

Cancellation by Kiyomi

Kiyomi reserves the right to cancel a journey in exceptional circumstances, including but not limited to natural disasters, government travel advisories, or circumstances that materially affect the safety or feasibility of the journey. In such cases, Kiyomi will make every reasonable effort to reschedule the journey. If rescheduling is not possible, a refund of payments received — excluding the Journey Design Fee — will be issued within 30 days.

Partner Cancellations

Kiyomi acts as an agent and is not responsible for cancellations, closures, or changes made by third-party partners. Where a partner cancellation affects a confirmed journey, Kiyomi will make every reasonable effort to source an equivalent or superior alternative. Refunds in respect of partner cancellations are subject to the individual partner’s policies.

06 Changes and Amendments

Requests for changes to a confirmed journey must be submitted in writing. Kiyomi will make every reasonable effort to accommodate changes, subject to partner availability and any applicable fees. Changes requested within 60 days of departure may not be possible, and any costs incurred as a result of changes are the responsibility of the client.

Kiyomi reserves the right to make minor amendments to a journey itinerary where circumstances require, including changes to specific experiences, accommodations, or transportation, provided that the overall character and quality of the journey is maintained. Clients will be notified of any such changes promptly.

07 Limitation of Liability

Kiyomi acts solely as an agent in arranging services provided by independent third-party partners. Kiyomi is not responsible for any act, error, omission, injury, loss, accident, delay, or irregularity arising from or in connection with the services of any third-party partner.

Kiyomi’s total liability to a client in respect of any claim shall not exceed the total concierge fee paid by the client for the journey in question. Kiyomi shall not be liable for any indirect, consequential, or special loss or damage of any kind.

Nothing in these Terms and Conditions limits Kiyomi’s liability for death or personal injury caused by Kiyomi’s own negligence, or for any other liability that cannot be excluded by law.

08 Force Majeure

Kiyomi shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from events beyond Kiyomi’s reasonable control, including but not limited to natural disasters, pandemics, acts of government, civil unrest, strikes, terrorism, or extreme weather events.

In the event of a force majeure occurrence, Kiyomi will communicate with the client as promptly as possible and work in good faith to find a suitable alternative arrangement.

09 Travel Insurance

Kiyomi strongly recommends that all clients obtain comprehensive travel insurance prior to confirming a journey. This insurance should include, at minimum, coverage for trip cancellation, medical expenses, emergency evacuation, and personal liability.

Kiyomi is not responsible for advising on the suitability of any specific insurance policy. The decision to obtain travel insurance, and the selection of an appropriate policy, rests entirely with the client.

10 Health, Fitness, and Special Requirements

It is the client’s responsibility to disclose any health conditions, mobility limitations, dietary requirements, or special needs that may affect the design or delivery of the journey. Kiyomi will make every reasonable effort to accommodate disclosed requirements, but cannot guarantee that all experiences or accommodations will be fully accessible or suitable for all needs.

Clients are responsible for ensuring they hold valid travel documentation, including passports and any visas required for travel to Japan. Kiyomi is not responsible for any costs arising from inadequate or invalid documentation.

11 Privacy and Confidentiality

Kiyomi treats all client information with the highest level of discretion. Personal information provided during the inquiry and planning process is used solely for the purpose of designing and delivering the client’s journey. Kiyomi does not share client information with third parties except where necessary for the delivery of booked services.

Kiyomi will not use client names, photographs, or journey details for marketing or promotional purposes without the client’s explicit prior consent.

By engaging Kiyomi, the client acknowledges that certain personal information — including name, dietary requirements, and special preferences — will be shared with partner providers as required for the delivery of the journey.

12 Journey Proposals and Intellectual Property

All journey proposals, itineraries, cultural briefings, and documents produced by Kiyomi are the intellectual property of Kiyomi Concierge Japan. These materials are prepared exclusively for the intended client and may not be shared, reproduced, or used for any other purpose without Kiyomi’s written consent.

The Journey Design Fee compensates Kiyomi for the creation of these materials. In the event that a client does not proceed with a journey following delivery of the proposal, the proposal remains the property of Kiyomi and may not be used to independently arrange a similar journey.

13 Client Conduct and Cultural Responsibility

Kiyomi journeys provide access to cultural spaces, private individuals, and communities that operate according to their own customs, traditions, and standards of conduct. Clients are expected to approach every encounter with respect, openness, and cultural sensitivity.

Kiyomi reserves the right to terminate or curtail a journey without refund if a client’s conduct is deemed by Kiyomi or its partners to be disrespectful, disruptive, or contrary to the cultural values underpinning the Kiyomi experience.

Clients are responsible for any damage caused to property or persons during the course of their journey.

14 Governing Law and Disputes

These Terms and Conditions are governed by and construed in accordance with the laws of Japan. Any dispute arising in connection with these Terms shall first be addressed through good faith negotiation between the parties.

If a dispute cannot be resolved through negotiation within 30 days, both parties agree to submit to the exclusive jurisdiction of the courts of Japan.

15 Amendments to These Terms

Kiyomi reserves the right to amend these Terms and Conditions at any time. The current version will always be available on the Kiyomi website. Journeys confirmed prior to any amendment will be governed by the Terms in effect at the time of confirmation.

16 Contact

If you have any questions regarding these Terms and Conditions or your journey arrangements, please contact:

Kiyomi Concierge Japan

Email: info@kiyomiconcierge.com

Website: www.kiyomiconcierge.com