FAQs

Here are some of the frequently asked questions regarding our company, please do not hesitate to send us a message for any questions unanswered below.

Q. What is the cancellation policy and how much are the fees if any?

If you cancel your plan 3 days prior to the date, there is no cancellation fee. You may simply send us an email by replying to your confirmation email from us. If you cancel 2 days beforehand, we charge 25% of the total free. If you cancel on the previous day, we charge 50% of the total free.

Q. Can we cancel ON THE day?

We highly encourage you to honor your reservations because it is an experience that you can’t miss. If cancellations are due to bad weather or other natural circumstances, we will provide you a full refund. However, for any other reasons, we unfortunately won’t be able to give you a refund.

Q. Can we make changes on the reservation details such as the dates and types of bikes after the initial confirmation?

As much as we want to grant every request as possible, this all depends on the availability of stocks. Please let us know through an email as soon you can so we can find ways to accommodate the changes you wish for.

Q. Will I be provided with locks, helmets and a phone holder?

Yes, all our plans come with locks, emergency lights, helmets and phone holders.

Q. What do we need to bring on the day of the reservation?

Just make sure to bring your driver’s license, credit card, deposit fee (a road bike for ¥20,000, a gravel road bike for ¥10,000 and a tent for ¥5,000), valid passport or any government IDs for identification purposes.

Q. What can we do about our luggage?

You may deposit them with us for free. They will be stored in a secure safe only at the duration of your rental period.

Q. Can I pay by PayPal or Transferwise?

Yes, you can. VISA, MASTER, DINNERS, AMEX or JCB are acceptable.

Q. What if I am unable to return on my drop-off day?

Please let us know ahead of time so we can make the necessary considerations.

Q. What happens in case of damage or loss of the bike and/or accessories?

We hope that never happens. Otherwise, we will be charging for the cost of repairs and/or replacements.

Q. What happen if I have an accident?

A. We have an insurance guarantee of up to 100 million Yen. This covers physical injuries and damage to property of the other party. Bear in mind that this does not cover the renter and will not be paid for in cash to you. THEREFORE, the renter is responsible for personal injuries and damages. He or she is also required to pay for damages to Gravel Load Bike’s properties if any. PLEASE REFER TO Article 10 and 12 of Terms and conditions page.

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