Cancellation & Refund Policy

We understand that travel plans can shift. Sometimes schedules change, unexpected issues arise, or questions come up after a booking is completed. This page explains how cancellations and refunds work for Osaka Castle tour tickets purchased through our website.

Osaka Castle Tour handles ticket reservations for guided Osaka Castle tours departing from Osaka Castle Park and Kuromon Ichiba Market. When you make a reservation through our website:

• Your purchase is completed directly with us
• We process your payment securely
• We issue and deliver your tickets
• We manage cancellation and refund requests according to the ticket terms shown at checkout

The window depends on which tour you booked:

• Standard tours (Walking, History, Family, Museum & Tower, Cherry Blossom, Evening Photography) — more than 24 hours before departure: You may cancel or reschedule for free and receive a full refund. Send your request to our support team.
• Standard tours — within 24 hours of departure: The booking is non-refundable and cannot be rescheduled.
• Combination tours, the food market tour and the private custom tour: These require at least 48 hours' notice to cancel or reschedule for a full refund, since a guide is arranged specifically for your day. Inside that window the booking is non-refundable.

Approved refunds are typically processed within 5 to 10 business days, depending on your payment method.

• Operator cancellation: If the City of Osaka closes the tower or the observation deck, or your tour is cancelled outright, and no alternative departure is offered, you receive a full refund regardless of the cancellation window above.
• Confirmed ticket issues: If a ticket is verified as invalid due to a system error and entry is denied for reasons directly related to the ticket itself, a full refund is issued after verification.
• Tickets not delivered: If your ticket does not arrive before your scheduled departure, contact us immediately so we can reissue or refund it.

• Changes in personal travel plans or scheduling conflicts
• Late arrival at the meeting point or missed departure time
• Selecting the wrong date, departure time or ticket quantity
• Tickets lost, misplaced or deleted after delivery
• Failure to follow check-in instructions or required ID checks

Walking tours run rain or shine, and the museum floors inside the tower are indoors regardless — weather alone does not trigger a refund. Only a closure by the City of Osaka, such as the observation deck shutting for a typhoon warning, does.

You can submit a request online using your booking reference and email, or write to us at support@osakacastletour.com with:

• Your booking reference number
• The full name used at checkout
• Your scheduled tour date and departure time
• A brief explanation of your request

Every refund inquiry is reviewed individually by a member of our support team — not by automation. If a refund is approved, confirmation is sent by email along with information about expected processing timelines. If a request does not qualify under the applicable terms, we explain the reasons clearly.