Real humans, fast replies
Every message reaches a real person on the team. Here is what you can expect, and how we prioritise.
Under 2 hours
Typical first-response time during business hours. 95% of messages get a reply in under 6 hours, even outside hours.
Contact form
Best for bookings, refunds, anything tied to your account. Submissions land in our support inbox with priority routing based on your plan and active trips.
Response < 2 hours (Mon–Sat · 08:00–20:00 JST)
You can also write directly. Every support reply comes from a real human — no auto-responders beyond the initial acknowledgement.
Response < 2 hours (Mon–Sat · 08:00–20:00 JST)
Urgent — during a trip
If you're in Japan and something has gone wrong mid-trip (no-show, payment issue, safety concern), we answer faster. Include your booking ID in the subject line.
Response < 30 minutes · 24/7
How we prioritise
Paid users and live trips jump the queue
Every incoming message is tagged High / Normal / Low based on who sent it and whether a trip is already underway. This is visible in our inbox, not yours — it just means the right person gets it first.
| Priority | Who | Target |
|---|---|---|
| High | Plus travelers · Elite / Pro guides · active bookings | < 1 h |
| Normal | Registered travelers · free-tier active guides | < 2 h |
| Low | Unregistered guests · guides pending review | < 4 h |
Outside business hours (Mon–Sat · 08:00–20:00 JST) we reply within 12 hours of the next window opening. Sundays and Japan public holidays are reserved for urgent incidents only.