Clear conditions for a personal journey.

Inquiry, approval and booking confirmation

Sending an inquiry does not create a booking and does not reserve a date. Mitch reviews every request. A booking is confirmed only when the final plan, price, separate costs and payment schedule have been agreed in writing; the customer has accepted the applicable terms; Stripe has verified the card payment or ANIMO has verified the agreed Wise or bank payment in its own record; and ANIMO has issued booking confirmation.

The standard 8-hour option uses a ¥24,000 reservation deposit and ¥24,000 balance. The 5-hour option uses a ¥16,000 deposit and ¥16,000 balance. Each standard deposit is 50% of the total price. A multi-day journey does not use a fixed 50% deposit: ANIMO and the customer agree its total price, reservation deposit, remaining balance, number of payments, each amount and each deadline in writing for that journey. ANIMO may decline a request when safe or reliable preparation is not possible.

Service scope

ANIMO provides local travel support and practical language support in English and Spanish. It is not a licensed transport service, and Mitch does not drive customers in a private or rental vehicle as part of the service. ANIMO does not promise entry, availability or performance by third-party venues or activity providers.

The standard group size is one to four guests. Larger groups, multi-day services, extensions and special requests require individual written approval.

Prices, payment and third-party costs

Standard ANIMO prices are ¥48,000 per group for up to 8 hours and ¥32,000 per group for up to 5 hours. The standard extension options are one additional hour for ¥7,700 per group and two additional hours for ¥15,400 per group. A brief overrun of a few minutes beyond the scheduled time is not charged as an extension.

For a multi-day journey or another agreed added option, ANIMO manually enters the individual total, payment count, every amount and every deadline after written agreement. No interest or ANIMO installment fee is added. The private payment page states the exact amount and JST deadline for every payment. Payment instructions are provided privately after written agreement; bank details are never published on this website.

If a scheduled payment is not received by its deadline, ANIMO may cancel the booking and apply the cancellation rule in Section 4 without pursuing the unpaid future balance. An extension or special option is charged only after availability, scope, price and any provider-specific condition have been agreed in writing. The reservation deposit and remaining balance may be paid securely by card through Stripe or by Wise. Direct bank transfer is available on request. When agreed in advance, a remaining balance may also be paid in Japanese yen cash when meeting Mitch. ANIMO never asks the customer to send a card number, security code, payment password, PIN or one-time security code by message. ANIMO’s service fee and third-party transport, admissions, meals or activities are identified separately, including any provider-specific non-refundable condition.

Customer cancellation and refund

All times are calculated from the scheduled start time in JST. The cancellation fee is based on the total agreed ANIMO service price. The refund is the amount already paid minus that cancellation fee, never less than ¥0 and never more than the amount received. ANIMO does not collect an unpaid future balance after cancellation. Separately disclosed and already committed non-refundable third-party amounts may also be deducted:

A cancellation communicated by the customer takes effect when ANIMO receives the clear request. If the customer has not arrived and cannot be reached, ANIMO will attempt contact at least twice. The booking may be recorded as a no-show 60 minutes after the scheduled start. If the customer reports a delay, Mitch may agree to wait, but the original end time does not automatically change.

Mitch verifies every cancellation request, ANIMO’s payment record, the timing, third-party costs and refund amount before returning any approved amount normally through the original payment method. The receiving bank or payment service may require additional processing time and may apply fees or exchange-rate differences.

If ANIMO cannot provide the agreed service for a reason attributable to ANIMO, the customer receives a full refund of the ANIMO service price paid, together with a proposed alternative date where practical.

Changes, lateness and unused time

Requested changes depend on availability and may change the price. Late arrival by the customer does not automatically extend the agreed end time. Unused time or activities skipped by customer choice are not automatically refundable. ANIMO will explain any material change and obtain agreement where practical.

Weather, disruption and safety

ANIMO may adapt the order, route or activity when weather, transport disruption, venue closure, disaster, safety or other conditions make the original plan unsuitable. For a serious event outside either party’s reasonable control, Mitch first proposes a safe alternative date or workable change. If no suitable alternative can be mutually agreed, ANIMO refunds the ANIMO service price paid by an agreed traceable method; separately disclosed and already committed non-refundable third-party amounts may remain non-refundable.

Customer responsibilities

Guests must provide accurate contact, group and accessibility information; follow lawful and reasonable safety instructions; carry documents and insurance appropriate to their travel; and avoid conduct that endangers or seriously disrupts others. Medical, mobility or dietary information should be limited to what ANIMO reasonably needs to plan the service.

Personal communication and human decisions

ANIMO follows a human-first approach. Mitch handles inquiries, individual proposals, changes, booking approval, payment confirmation, cancellations and refunds. Website forms and secure booking records support the process, but they do not replace Mitch’s judgment or create a promise without his confirmation.

Privacy, contact and governing terms

Personal information is handled under the Privacy Policy. The booking page and confirmation record the terms version accepted by the customer. If a translated explanation differs from the final English terms, ANIMO will clarify the intended condition before payment. Mandatory consumer protections under applicable law are not excluded.