Policy

Refund & Cancellation Policy

This policy explains how cancellations, rescheduling, and refunds are handled for OrbiNow stays and related services. Specific terms in your written confirmation (if any) may supplement this policy.

1) Scope

This policy applies to stay-related payments handled by OrbiNow where a written confirmation exists. If a booking is arranged through a separate channel, that channel’s rules may apply.

2) Cancellation timelines

Cancellation terms may depend on the stay format and whether the dates are peak. As a baseline guideline:

  • 14+ days before check-in: request is eligible for refund review; administrative fees may apply.
  • 7–13 days before check-in: partial refund may be available depending on room reallocation and preparation costs.
  • 0–6 days before check-in: refund availability may be limited due to scheduling and preparation.

If your confirmation email includes a different timeline, the confirmation terms apply for that booking.

3) Rescheduling

Rescheduling may be possible depending on availability. If you need to change dates, contact us as early as possible. We may apply a date-change fee in some cases (e.g., late changes or peak periods).

4) Non-refundable items and exceptions

Some costs may not be refundable, depending on circumstances and local rules:

  • Preparation or reserved-capacity costs that cannot be recovered.
  • Optional services already delivered during the stay.
  • No-show cases where rooms and staff were reserved.

If an extraordinary event materially prevents travel or operation, we review the request case-by-case based on practical impact and legal requirements.

5) Digital services and communications

If any digital coordination service (e.g., customized planning notes) is provided before check-in, the portion already delivered may not be refundable. We will explain what was delivered in writing if this applies.

6) How to request a refund

Email hello@orbinow.club with:

  • Subject line: “Refund request”
  • Your name and contact email used for the confirmation
  • Booking reference / confirmation details
  • Requested action: cancel, reschedule, or partial refund review

7) Processing time

We review requests and respond with a decision or next steps within a reasonable time. If a refund is approved, settlement time depends on the original payment method and its processing cycle.

8) Disputes

If you disagree with an outcome, reply to our decision email with clarifying details. We will re-check the request against confirmation terms and applicable rules.

9) Contact

OrbiNow Wellness Stay K.K.
2-8-1 Otemachi, Chiyoda-ku, Tokyo 100-0004, Japan
Email: hello@orbinow.club • Phone: +81 3-5539-1724

10) Effective date

Effective date: 2026-02-13

Tips

  • Include your confirmation details to speed up review.
  • If you prefer rescheduling, share a date range rather than a single day.
  • For privacy requests, use the separate Privacy Policy channel.
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