Pagoda Travel Legal Center

PAGODA TRAVEL LIMITED — TERMS & CONDITIONS

Last Updated: September 21, 2026

1. Introduction & Acceptance

Welcome to Pagoda Travel. By registering on our platform, making a booking, or accepting an assignment through the platform, all parties — including travelers, travel advisors, guides, and operators — confirm that they have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree to these terms, please do not use the platform.

We have written these terms to be as clear and fair as possible to everyone involved. If you ever have a question about anything here, please reach out to us at hello@pagoda.travel — we are always happy to explain.

2. About Pagoda Travel

Pagoda Travel operates as a technology platform and marketplace connecting travel advisors with independent guides, operators, and DMCs across Japan. We are not a tour operator, travel agent, or direct service provider. All tours, transfers, experiences, and related services are designed, operated, and delivered exclusively by independent third-party guides, operators, and DMCs listed on the platform.

Our role is to make the connection between advisors and the best local talent as seamless, transparent, and efficient as possible.

3. Payments

Full payment is required to confirm and secure any service, unless otherwise agreed in writing prior to booking.

All prices displayed on the Pagoda Travel platform include our service markup, the travel advisor's commission, and applicable VAT where required by law. VAT is not an additional charge — it is already incorporated into the price shown, so there are no surprises at checkout.

Credit Card Processing Fee

Payments made by credit card are subject to a 0.6% processing fee.

This fee consists of:

• 0.6% charged by our payment processor for securely processing international credit card transactions.

The processing fee is applied solely to recover the costs associated with accepting international credit card payments and facilitating payments to our suppliers. It is not intended to generate additional revenue for Pagoda Travel.

4. Cancellations, Refunds & Currency

Cancellation requests must be submitted in writing to Pagoda Travel. Cancellation terms apply from the time payment has been received and the booking has been confirmed.

Pagoda Travel applies the following standard cancellation fees:

• More than 30 days before the first service date: 10% of the total booking amount.
• 15–30 days before the first service date: 50% of the total booking amount.
• 14 days or fewer before the first service date: 100% of the total booking amount, with no refund.

Individual guides, operators, and service providers may have cancellation terms that are stricter than Pagoda Travel's standard terms. Where a supplier has committed non-refundable costs, deposits, tickets, reservations, or other expenses that cannot be recovered, these costs may be deducted from any refund otherwise due, regardless of the standard cancellation periods above.

Any non-refundable payment processing fees, bank charges, supplier cancellation charges, or other third-party costs that cannot be recovered by Pagoda Travel may also be deducted from any applicable refund.

Currency and Exchange Rates

Pagoda Travel generally invoices and collects payment in US dollars (USD), while services provided by guides and operators may be priced and settled in Japanese yen (JPY) or another local currency.

The USD price is calculated using the applicable exchange rate and pricing in effect when the booking is confirmed. Once a booking has been confirmed and payment has been received, the invoiced USD price is fixed and will not be adjusted due to subsequent changes in exchange rates, supplier pricing, or other normal pricing fluctuations.

Refunds

Where a refund is due, Pagoda Travel will process the refund within 14 business days of confirming the cancellation and determining the final refundable amount. Refunds will normally be made using the original payment method.

The amount refunded will take into account any applicable cancellation fees, non-refundable supplier costs, payment processing fees, bank charges, or other costs that cannot be recovered by Pagoda Travel.

Exceptional Circumstances

If exceptional circumstances arise, including serious illness, natural disasters, significant transportation disruptions, or other circumstances outside the traveler's reasonable control, Pagoda Travel may, at its discretion, work with the relevant suppliers to seek a reduction, waiver, credit, or alternative arrangement. Any exception is subject to the agreement of the relevant supplier and cannot be guaranteed.

Travel Insurance

Pagoda Travel strongly recommends that travel advisors ensure their clients have appropriate travel insurance covering cancellation, medical emergencies, travel disruption, and other unforeseen circumstances. Pagoda Travel is not responsible for losses that could reasonably have been covered by appropriate travel insurance.

5. Refund Processing

Where a refund is approved, it will be processed using the original payment method wherever possible. Please be aware that refund processing times vary depending on your payment provider and bank or card issuer, and are outside of Pagoda Travel's control once initiated. Card processing fees paid at the time of booking may not be recoverable from the payment processor.

6. Changes to Bookings

If you need to change dates, times, or services, please contact us as early as possible and we will do our best to accommodate your request. Changes are subject to supplier availability and cannot be guaranteed, and may result in additional costs depending on the supplier's own cancellation or amendment terms. We will always communicate any cost implications clearly before proceeding.

7. Post-Booking Communication & Responsibilities

Once a booking has been confirmed, the relevant guide or operator remains responsible for the delivery of the contracted services, including on-the-ground logistics such as meeting points, timing, transportation arrangements, and service delivery.

Travel advisors and guides or operators may communicate directly regarding reasonable operational matters relating to a confirmed booking. Pagoda Travel may also facilitate or participate in such communications where appropriate.

Pagoda Travel remains responsible for the operation of its platform, booking records, payment processing, and other services that Pagoda Travel has expressly agreed to provide. Our support team remains available at hello@pagoda.travelwhere assistance is required.

Any changes to a confirmed booking are subject to availability, supplier approval, and any applicable additional costs or cancellation terms. Changes should be communicated through the Pagoda Travel platform or to Pagoda Travel where they may affect the booking, price, payment, or cancellation terms.

Pagoda Travel is not responsible for operational decisions or service failures caused by a guide, operator, or other independent supplier, except to the extent that such responsibility arises from Pagoda Travel's own acts or omissions.

8. Guide & Operator Vetting — What We Do and What We Ask of You

Every guide and operator on the Pagoda Travel platform has gone through our internal vetting process, which covers their professional background, experience, and the quality of the tours and services they offer. We take this seriously and are continuously raising our standards.

That said, every client is different. What works beautifully for one traveller may not be the right fit for another, which is why we have built direct communication tools into the platform — including in-platform messaging and Google Meet video calls — so that advisors can speak with guides directly before committing to a booking.

We genuinely encourage you to use these tools. A short conversation before booking can make the difference between a good trip and an unforgettable one. If you proceed to confirm a booking without having used these tools, you are doing so on the basis of the information available to you on the platform, and Pagoda Travel cannot be held responsible for any mismatch between client expectations and the experience delivered.

9. Third-Party Suppliers

Pagoda Travel works with independent third-party suppliers who are responsible for the delivery of their own services. While we carefully select and vet our partners, we cannot be held responsible for delays, cancellations, or changes caused by circumstances outside our control, including but not limited to weather events, transportation disruptions, natural disasters, supplier operational issues, or government restrictions.

10. Advisor Responsibility for Client Information

Travel advisors are solely responsible for ensuring that all client information provided at the time of booking is accurate and complete. This includes client names, contact details, pickup locations and times, number of passengers, luggage requirements, and any special needs or requests.

Where a service failure or disruption arises as a direct result of incorrect, incomplete, or late information provided by the travel advisor or their client, Pagoda Travel cannot accept liability for any resulting loss, inconvenience, or additional costs. We ask that advisors double-check all details before submitting a booking, as errors can be difficult to correct once a guide or operator has made their own preparations.

11. Guide, Operator & Marketplace Pricing Accuracy

Guides and operators listed on the Pagoda Travel platform are responsible for the accuracy of the pricing, availability, and service descriptions they provide to Pagoda Travel. Pagoda Travel does not manually verify every pricing entry and cannot be held responsible for pricing errors, omissions, or discrepancies originating from information supplied by a guide or operator.

Pagoda Travel also makes every reasonable effort to ensure that prices displayed on the platform are accurate. However, pricing errors may occasionally occur as a result of technical issues, software or coding errors, database or data-entry errors, currency conversion errors, system malfunctions, or other unintended technical discrepancies.

Where Pagoda Travel identifies an incorrect price resulting from such an error, Pagoda Travel reserves the right to correct the price to the applicable and intended amount. If an incorrect price has been displayed, quoted, or used in connection with a booking, Pagoda Travel will notify the affected travel advisor or client as soon as reasonably practicable and, where the corrected price differs materially from the price originally displayed, provide the opportunity to proceed at the corrected price or cancel the affected service without penalty.

Once a booking has been confirmed at the applicable price, that price will remain fixed and will not be changed due to subsequent changes to marketplace pricing, supplier pricing, exchange rates, or other normal pricing adjustments. This does not apply where the original price was itself the result of an obvious technical or system error.

12. Complaints

If something goes wrong, we want to hear about it. Please contact us in writing at hello@pagoda.travel within 7 days of the incident or service date giving rise to the complaint. Include any relevant documentation — such as booking confirmations, correspondence, photographs, or receipts — so that we can investigate thoroughly and fairly.

We will acknowledge all written complaints within 7 business days and will work toward a fair resolution as promptly as possible. Complaints submitted significantly after the fact or without supporting documentation may be more difficult for us to investigate fully, though we will always do our best to understand what happened and help where we can.

13. Platform Availability & Technical Issues

Pagoda Travel makes reasonable efforts to keep the platform available, secure, and functioning properly. However, like any technology platform, the service may occasionally be unavailable or affected by maintenance, technical problems, software or coding errors, database errors, third-party service interruptions, connectivity issues, or circumstances outside Pagoda Travel's reasonable control.

Pagoda Travel does not guarantee that the platform will always be available, uninterrupted, or free from errors.

Where a technical issue results in incorrect information, pricing, availability, calculations, or other unintended information being displayed on the platform, Pagoda Travel reserves the right to correct the error in accordance with these Terms & Conditions, including the pricing provisions set out in Section 11.

Pagoda Travel will make reasonable efforts to correct material technical errors as soon as practicable after becoming aware of them.

To the extent permitted by applicable law, Pagoda Travel shall not be liable for losses arising solely from temporary platform unavailability, technical interruptions, or third-party technology failures.

14. Intellectual Property

All content on the Pagoda Travel platform — including tour descriptions, itineraries, pricing structures, images, branding, and platform features — is the intellectual property of Pagoda Travel or its licensed contributors.

No content may be copied, reproduced, distributed, or used outside of the platform without the prior written consent of Pagoda Travel. Guides, operators, and travel advisors are welcome to use platform content for its intended purpose within the platform itself, but may not use it for external commercial purposes without our permission.

15. Right to Remove Partners

We are committed to maintaining a high-quality, professional marketplace for everyone on the platform. In cases where a guide, operator, travel advisor, or other user has consistently failed to meet our standards of conduct, quality, or professionalism, or has breached these Terms & Conditions or any applicable partnership agreement, Pagoda Travel reserves the right to suspend or remove that party from the platform.

We will always aim to communicate concerns before taking action where the situation allows, and will act fairly and proportionately. Pagoda Travel cannot accept liability for any loss of earnings or business opportunity arising from a suspension or removal carried out in good faith under this clause.

16. Reviews & Ratings

Reviews and ratings on the Pagoda Travel platform may only be submitted by travel advisors in connection with a verified, completed booking, ensuring that all feedback is genuine and grounded in real experience.

Pagoda Travel reserves the right to moderate, withhold, or remove any review that is found to be false, misleading, or defamatory. We take the integrity of our review system seriously, as it is one of the primary ways advisors make informed decisions about the guides and operators they work with.

17. Traveler Responsibility

Travelers are responsible for ensuring they hold valid passports and visas where required, have purchased comprehensive travel insurance, have provided accurate personal details and travel information, and are able to meet guides and drivers at the agreed times and locations. Travel advisors are responsible for communicating these requirements clearly to their clients prior to travel.

18. Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance before travel, covering cancellations, medical emergencies, and trip interruptions. This is one of the most important steps any traveler can take, and we encourage advisors to make it a standard part of their client onboarding process. Pagoda Travel cannot accept liability for losses that would have been covered by adequate travel insurance.

19. Force Majeure

Pagoda Travel cannot be held liable for cancellations, disruptions, or delays caused by events genuinely outside of reasonable control. This includes natural disasters, severe weather, acts of war or terrorism, strikes, pandemics, government-imposed restrictions, or transportation network shutdowns. In such cases, we will always do our best to communicate clearly, support affected parties where we can, and facilitate a fair outcome.

20. Our Role & Limitation of Liability

20. Our Role & Limitation of Liability

Pagoda Travel operates as a technology platform and marketplace connecting travel advisors and travelers with independent guides, operators, and other travel service providers. Unless expressly stated otherwise, Pagoda Travel does not itself provide the underlying tours, guiding, transportation, or other travel services arranged through the platform.

Independent guides, operators, and other suppliers are responsible for the delivery, quality, safety, and performance of the services they provide.

Pagoda Travel is responsible for the services that it expressly provides as a platform and booking intermediary, including the operation of the platform, processing of bookings and payments, and maintaining accurate booking records based on the information available to us.

To the extent permitted by applicable law, Pagoda Travel's total liability arising from or relating to a particular booking shall not exceed the total amount actually paid to Pagoda Travel for the specific service giving rise to the claim.

Nothing in these Terms & Conditions excludes or limits liability that cannot lawfully be excluded or limited under applicable law.

Pagoda Travel will act in good faith and will reasonably assist the relevant parties in addressing disputes or service issues where our involvement is appropriate.

21. Limitation on Consequential Damages

To the fullest extent permitted by law, Pagoda Travel shall not be liable for any indirect, incidental, consequential, or punitive damages — including loss of revenue, profit, or business opportunity — arising from the use of the platform or the services of any third-party supplier. We recognize this is standard legal language, and we include it not to avoid accountability, but to reflect the reality that we are a technology platform and marketplace, not the service provider.

22. Platform Terms for Travel Advisors

Travel advisors using the Pagoda Travel platform confirm that they are acting as independent professionals on behalf of their clients, that Pagoda Travel is not responsible for the advice they give to their clients, and that they are responsible for ensuring their clients are aware of and accept these Terms & Conditions before any booking is made.

We ask advisors to use the platform honestly, professionally, and in the spirit in which it was built — to make great travel experiences happen more efficiently. Any misuse of the platform, including attempts to circumvent the booking system or engage directly with suppliers outside the platform in breach of the advisor agreement, may result in suspension or termination of access.‍

22A. Marketplace Integrity & Off-Platform Circumvention

The Pagoda Travel marketplace is designed to facilitate professional relationships between travel advisors, guides, operators, and other travel partners. To protect the integrity of the marketplace and the commercial interests of all parties, users must not deliberately bypass Pagoda Travel in order to avoid applicable commissions, fees, payment arrangements, or other commercial terms.

Users must not:

• solicit or accept direct payment for services introduced through Pagoda Travel in order to avoid processing the booking through Pagoda Travel;
• arrange, confirm, or conduct a booking outside the Pagoda Travel platform for the purpose of avoiding Pagoda Travel's applicable fees, commissions, or other commercial terms;
• encourage or assist another party to bypass Pagoda Travel in connection with a business relationship or client introduced through the platform; or
• use information obtained through Pagoda Travel to deliberately divert an existing or prospective booking away from the platform for the purpose of avoiding Pagoda Travel's commercial arrangements.

Normal communication between travel advisors, clients, guides, and operators outside the platform is permitted where reasonably necessary to plan, coordinate, or deliver a confirmed booking, provided that such communication is not used to circumvent Pagoda Travel's booking or payment arrangements.

These obligations apply to relationships and bookings introduced through Pagoda Travel while the relevant commercial relationship remains active and for twelve (12) months following the most recent booking, introduction, or business interaction through the platform.

A material breach of this section may result in suspension or termination of platform access and, where applicable, the recovery of unpaid commissions, fees, or other amounts that would have been payable to Pagoda Travel.

Pagoda Travel reserves the right to consider the circumstances of each case and take proportionate action based on the nature and seriousness of the breach.

23. Platform Terms for Guides & Operators

All guides and operators on the Pagoda Travel marketplace are bound by a separate Guide, Operator & DMC Partnership Agreement, which governs their conduct, obligations, pricing accuracy, and relationship with Pagoda Travel. By accepting assignments through the platform, guides and operators confirm their full acceptance of that agreement. A copy is available upon request at hello@pagoda.travel.

24. Data Protection & Privacy

Pagoda Travel collects and processes personal data solely for the purpose of delivering the services requested through the platform. This includes names, contact details, travel information, and payment records. We do not sell personal data to third parties, and we only share it where strictly necessary to deliver a confirmed service or to comply with applicable law.

All data is handled in accordance with applicable data protection legislation. If you have any questions about how your personal data is used or stored, please contact us at hello@pagoda.travel and we will be happy to help.

25. Governing Law & Dispute Resolution

These Terms & Conditions are governed by the laws of the Hong Kong Special Administrative Region. In the event of a dispute, we ask that both parties first attempt to resolve the matter through direct and good-faith negotiation. Pagoda Travel will acknowledge any written complaint within 7 business days of receipt.

If the matter cannot be resolved within 30 days of written notice, it shall be referred to the exclusive jurisdiction of the courts of Hong Kong. We genuinely hope it never comes to that, and we commit to engaging constructively in any dispute resolution process.

26. Amendments to These Terms

Pagoda Travel may update these Terms & Conditions from time to time to reflect changes to our services, platform functionality, legal requirements, or business practices.

The most current version of these Terms & Conditions will be published on the Pagoda Travel platform, together with the date of the most recent update. Where a change is material, Pagoda Travel will provide registered users with reasonable notice before the change takes effect where practicable.

Changes to these Terms & Conditions will apply to future use of the platform and future bookings made after the effective date of the updated Terms.

Unless otherwise agreed by the parties, changes to these Terms & Conditions will not alter the price, cancellation terms, or other contractual terms applicable to a booking that was already confirmed before the updated Terms took effect.

By continuing to use the Pagoda Travel platform after an updated version of these Terms has taken effect, users agree to be bound by the revised Terms for future use of the platform and future bookings.

If a user does not agree to an updated version of these Terms, they may discontinue use of the platform.

PAGODA TRAVEL LIMITED Hong Kong | www.pagoda.travel | hello@pagoda.travel