Frequently Asked Questions
Booking
How do I book a ride?
You can book online through our booking wizard in under 2 minutes. Select your route, choose a vehicle, add any extras, and confirm. You will receive instant confirmation by email.
How far in advance should I book?
We recommend booking at least 24 hours in advance for the best vehicle availability. For peak seasons (cherry blossom, Golden Week, New Year), we recommend 1-2 weeks advance booking.
Can I modify or cancel my booking?
Yes, you can modify or cancel your booking through your customer dashboard or by contacting our support team. Please review our cancellation policy for details on fees based on timing.
Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX, JCB), Apple Pay, and Google Pay. Payment is processed securely through Stripe.
When am I charged?
A 10% deposit is charged when your booking is confirmed by TLS. The remaining 90% is charged 10 days before your pickup date. For last-minute bookings (within 48 hours), the full amount is charged immediately.
Do you offer refunds?
Refund amounts depend on when you cancel relative to your pickup date. Please see our cancellation policy for the full refund schedule.
Service
What areas do you serve?
We operate across all of Japan, with our primary service area in the greater Tokyo region. Airport transfers are available for all major Japanese airports including Narita (NRT), Haneda (HND), Kansai (KIX), and Chubu (NGO).
Do your drivers speak English?
Yes, all our chauffeurs are bilingual (Japanese and English). For other languages, we can arrange interpreter services upon request.
Are child seats available?
Yes, we offer both infant and child seats at no additional charge for airport transfers. Please select the child seat option during booking.
What happens if my flight is delayed?
We track your flight in real-time and automatically adjust the pickup time. There is no extra charge for flight delays. Your chauffeur will be waiting when you arrive, with 60 minutes of complimentary waiting time included.
Vehicles
What vehicles do you offer?
Our fleet includes Mercedes S-Class, BMW 7 Series, Lexus LS, Toyota Alphard, Mercedes V-Class, Range Rover Vogue, Cadillac Escalade, and Lincoln Stretch Limousine. Each vehicle is impeccably maintained and professionally cleaned before every ride.
Can I request a specific vehicle?
Absolutely. You choose your vehicle during the booking process. If your preferred vehicle is unavailable, we will contact you to offer an equivalent or upgraded alternative.