Pick-U Terms & Conditions

Last updated: 7 November 2026

Welcome to Pick-U. By using our website, booking services, LINE Official Account, messaging services, or related platforms, you agree to the following Terms & Conditions.

1. Services

Pick-U provides private transportation services in Japan, including but not limited to:

  • Airport transfers
  • Port transfers
  • Private charter services
  • Sightseeing transportation
  • Custom transportation arrangements

Services may be operated directly by Pick-U or by affiliated transportation partners.

2. Booking Information

Customers are responsible for providing accurate information including:

  • Passenger name
  • Pickup and drop-off location
  • Flight information
  • Cruise information
  • Contact details
  • Passenger and luggage count

Incorrect or incomplete information may result in service delays, additional fees, or service failure.

3. Flight Delays and Waiting Time

We track flights arriving in Japan and arrange airport transfer pickup based on the actual landing time. If the flight provided in your booking is delayed or cancelled, notify customer support at least 6 hours before your originally scheduled pickup. We cannot accommodate delays or cancellations involving other flights not provided in your booking.

Eligible airport transfers include 90 minutes of free waiting from actual landing. Other transfers include 20 minutes from the scheduled pickup. Extra waiting is JPY 3,500 per 30 minutes per vehicle.

Charters have no free waiting time. Service starts at the scheduled pickup and all waiting counts toward the booked hours. For airport charters, allow approximately 1–1.5 hours after landing for immigration and baggage collection, or longer depending on conditions.

For a custom airport pickup time, contact support at least 24 hours before the originally scheduled pickup.

For services without flight tracking, customers are responsible for selecting an appropriate pickup time. Drivers are not responsible for flight delays.

4. Additional Charges

Additional charges may apply for:

  • Late-night pickups from 9 PM to 6 AM: JPY 3,000 per vehicle
  • Extra waiting: JPY 3,500 per 30 minutes per vehicle
  • Extra charter hours: JPY 7,000 per hour per vehicle, subject to availability; service must end by 11 PM
  • Meet & Greet with a name sign: JPY 2,500 per booking, unless included
  • Yokohama cruise port pickup: JPY 5,000 per vehicle, unless included
  • Additional stops, areas outside the booked option or suitable vehicle upgrades for excess luggage: subject to confirmation and quotation

If an applicable surcharge is not prepaid, pay the driver in Japanese yen cash.

We can provide one booster seat per vehicle free of charge for children aged 3–6.

5. Service Changes

Submit any changes or requests at least 24 hours before your originally scheduled pickup. Changes or cancellations are not accepted within 24 hours.

For oversized or excess luggage, select a Hiace or contact support at least 48 hours before pickup to arrange a suitable vehicle.

6. Cancellation Policy

Changes or cancellations are not accepted within 24 hours of the scheduled service. For earlier cancellations, refer to the conditions shown at checkout and in your booking confirmation, including the applicable booking platform terms.

7. Customer Conduct

Customers must behave respectfully toward drivers and staff.

Pick-U reserves the right to refuse service in cases involving:

  • Dangerous behavior
  • Harassment
  • Illegal activity
  • Excessive intoxication
  • Unsafe passenger or luggage conditions

8. Delays and Force Majeure

Pick-U is not responsible for delays caused by:

  • Traffic congestion
  • Customs or immigration waiting time
  • Passenger delays
  • Incorrect pickup information provided by the customer
  • Other situations outside our operational control

Flight tracking and delay support are only available for eligible airport pickup services.

Force majeure situations such as airport closures, government restrictions, natural disasters, or airline cancellations may affect operations and service availability.

9. Messaging Platforms and Communication

By contacting Pick-U through WhatsApp, LINE, email, or other messaging platforms, customers agree that:

  • Messages may be stored for customer service and operational purposes
  • Automated systems or AI-assisted systems may be used to support customer service operations
  • Service updates, driver information, and operational notifications may be sent through messaging platforms

Your driver will contact you before the trip via WhatsApp or We’ll email your trip confirmation 3 days before your trip. PAfter booking, you’ll receive a booking confirmation voucher. Please check your details. We also email a trip confirmation 3 days before your trip; for bookings made within 3 days of travel, use your booking voucher to check the details. Request corrections at least 24 hours before the originally scheduled pickup. Changes or cancellations are not accepted within 24 hours. Driver details will be sent on the day of your trip. Your driver will contact you via WhatsApp or SMS to confirm the exact pickup location—please reply. We are not responsible for failed pickups caused by no response or incorrect booking details. Please provide a reachable phone number, including the country code.To the maximum extent permitted by law, Pick-U shall not be liable for indirect, incidental, or consequential damages arising from the use of our services.

11. Governing Law

These Terms & Conditions shall be governed by the laws of Japan.