Legal
Refund Policy
The following policy governs refunds and cancellations for LR Shinshu (hereinafter 'the Service') operated by willB Inc. (hereinafter 'the Company'). Please read this policy carefully before making reservations or purchases through the Service.
1. Scope
This policy applies to the following transactions made through the Service:
- Restaurant reservations and mobile orders
- Accommodation reservations
- Experience and activity reservations
- Business listing plan purchases
2. Customer-Initiated Cancellations & Refunds
2-1. Restaurant Reservations
| Cancellation Timing | Cancellation Fee |
|---|---|
| Up to 3 days before | Free (full refund) |
| 2 days to 1 day before | 50% of reservation amount |
| Same day / No-show | 100% of reservation amount (no refund) |
2-2. Accommodation Reservations
| Cancellation Timing | Cancellation Fee |
|---|---|
| Up to 7 days before check-in | Free (full refund) |
| 6 to 3 days before check-in | 30% of accommodation fee |
| 2 days to 1 day before check-in | 50% of accommodation fee |
| Same day / No-show | 100% of accommodation fee (no refund) |
2-3. Experience & Activity Reservations
| Cancellation Timing | Cancellation Fee |
|---|---|
| Up to 5 days before | Free (full refund) |
| 4 to 2 days before | 50% of fee |
| 1 day before / Same day / No-show | 100% of fee (no refund) |
2-4. Business Listing Plans
Business listing plans are billed monthly. Cancellations during the contract period will be effective at the end of the current month, and no pro-rated refunds will be issued. Billing for subsequent months will be stopped.
3. Refunds Due to Service Issues or Provider Cancellations
Full refunds will be issued in the following cases:
- Reservation cancelled by the provider (closure, overbooking, etc.)
- Reservation not properly processed due to system failure
- Duplicate payment occurred
- Service provided significantly differs from the reservation details
If any of the above applies, please contact us within 14 days of the reservation date.
4. Refund Method & Processing Time
Refunds are generally processed to the same payment method (credit card) used for the original payment.
Processing time: Within 5-10 business days after cancellation confirmation
Statement reflection: May take an additional 1-2 billing cycles (up to 60 days) depending on the card issuer
Refund currency: Japanese Yen (JPY)
5. Automatic Cancellation for Incomplete Payments
If payment is not completed within 30 minutes after reservation confirmation, the reservation will be automatically cancelled. No charges will be incurred in this case. A reminder notification will be sent 15 minutes after reservation creation if payment is not completed.
6. How to Cancel
Cancellations can be made through the following methods:
- Online cancellation from the 'My Reservations' page on the Service
- Email: [email protected]
- Phone: 0263-87-0672 (Weekdays 10:00-17:00 JST)
The cancellation timing is determined based on the date and time the Company receives the cancellation request.
7. Cancellations Due to Weather or Natural Disasters
If service provision is deemed difficult due to natural disasters such as typhoons, heavy snow, or earthquakes, a full refund will be issued without cancellation fees. The determination will be made through consultation between the provider and the Company.
8. Dispute Resolution
For any inquiries or questions regarding refunds, please contact us first. We will respond sincerely to your requests. We recommend contacting us before initiating a chargeback (payment dispute) through your credit card company.
9. Contact
willB Inc.
Address: 2-11-1 Nomizo-nishi, Matsumoto, Nagano 399-0006, Japan
Phone: 0263-87-0672 (Weekdays 10:00-17:00 JST)
Email: [email protected]
Last updated: March 5, 2026