Service Fees Being Unexpectedly Charged Before Reservation Confirmation

The reservation handling fee, paid as a service fee for JPNEAZY, will not be charged until your requested reservation is confirmed. Payment will be required once it is confirmed.

However, if the service fee has been charged to your credit card despite the reservation not being confirmed, the following cases may apply:

• Credit approval is applied due to the policies of the credit card company used.

• For some debit cards or prepaid cards, the system of the respective card issuer may cause the charge to be executed simultaneously with the card registration.

In both cases above, no billing activity has been performed, and the issue is not caused by JPNEAZY.

In either case, after the specified period set by the respective company has passed, a refund will inevitably be issued. Based on reports, refunds are typically completed within 30 days. However, as we are unable to track the details, please direct any inquiries regarding the refund process to the card issuer directly.

Please send an email to the address below, or reply to any email you’ve received from JPNEAZY.

If you contact us without replying to the email you received from us, please be sure to include your reservation ID in your message.

Support Email Address: support@fesbase.co.jp

We handle all inquiries via email. We make every effort to respond to emails received during business hours within 24 hours whenever possible.

Our service hours are from 11:00 AM to 5:00 PM (Japan Time), excluding Sundays and public holidays.