6. Closing your account and FAQ

6-1. Closing your account

At the bottom of Settings you will find Close your account.

Your name, email and contact details are removed. Records of past bookings, payments and reviews are kept as long as the law requires.

Press Close account, optionally tell us why you are leaving, and confirm.

This cannot be undone. You will be signed out straight away.

If you have a trip that has not finished yet, you will see: "You still have tours in progress. Finish or cancel them before closing your account."

Closing your account does not cancel a booked tour by itself — cancel the trip first if that is what you want, and note that the refund scale in 3-2 applies.

6-2. Frequently asked questions

Q. When am I actually charged?

When the free change window closes — normally seven days before your tour. Until then your card only has a hold on it. Tours booked within about a week, and American Express payments, are charged straight away (→ 2-3).

Q. Why is my card charged in yen?

Kirarity charges in Japanese yen, so your card issuer converts it at their own rate. The figure on your statement may differ a little from the estimate shown on screen.

Q. Can I book without sending a request first?

Not at the moment. Every trip starts as a request so that Kirarity can arrange the right local guide for what you want to do (→ 2-1).

Q. How long does it take to get a guide?

We arrange guides by hand and email you as soon as your trip is ready to pay for. If your dates are close, tell us in the request message.

Q. Can I choose my guide?

Not directly. Tell us in the request what you want from the day and we match accordingly.

Q. Can I message my guide?

There is no chat in Kirarity Travel. Contact Kirarity and we will pass anything on.

Q. How many people can come?

Up to the group size shown on the plan — typically six. Extra guests beyond the included number add to the price (→ 2-4).

Q. Are children allowed?

Group size includes everyone joining the walk. Mention children and their ages in your request so your guide can plan the pace.

Q. Are meals, tickets and transport included?

Only if the plan says so. Read the plan description — anything you would pay for yourself is listed there.

Q. What if it rains?

Tours run in most weather. If conditions make it unsafe, your guide proposes a change and you can accept it or decline for a full refund (→ 3-4).

Q. Do I need the verified badge?

No. It is optional and free, and it does not change prices or availability (→ 1-4).

Q. My QR code is not showing.

It appears 6 hours before the start time, and only after your payment has been captured (→ 4-1).

Q. Can I edit my review?

No. Reviews cannot be edited or deleted after posting (→ 5-1).

Q. Can I change my email address?

Not from the screen. Contact Kirarity.

Q. I did not get an email from you.

Check your spam folder first. Sign-in links expire after 15 minutes — request a new one. If a booking email is missing, everything it links to is also on your trip page under My trips.

6-3. Contact

For anything this handbook does not answer, contact Kirarity. Please include the link to your trip page, or the date of your tour, so we can find your booking quickly.

Our terms of service, privacy policy and commercial transactions notice are linked in the footer of every page.