D-Exp Original Guided Tours Tickets Activities Accomodations Login/Sign Up
Osaka Convention & Tourism Bureau

Q&A

Registration

  • Q.
    Do I need to create an account to use DeepExperience?
    A.
    Yes, bookings for Activities, Guided Tours, and Tickets all require an account.
  • Q.
    How do I create a DeepExperience account?
    A.
    You can sign up using an e-mail address, or with a Facebook/Google account. (Free)
    1. Hit the “Login/Sign Up” option at the top of the page. Under New Users, click the “Create New Account” button.
    2. Enter your e-mail address. (Or select the Sign Up with Facebook/Google option)
    3. Hit the “Sign Up with E-mail” button. A verification e-mail will then be sent to the entered e-mail address.
    4. Access the link in the e-mail to complete registration.

Account Settings & Password

  • Q.
    How do I log in?
    A.
    Hit the “Login/Sign Up” option, then enter your e-mail address and password. (Or, hit the “Log In with Facebook/Google” option)
  • Q.
    I forgot my password. What should I do?
    A.
    1. Click the “Forgot password?” option.
    2. Enter your registered e-mail address.
    3. Hit the “Send Reset Password E-mail” button. An e-mail will then be sent to that address.
    4. Click the link in the e-mail to reset your password.
  • Q.
    How do I change my e-mail address?
    A.
    Log in and navigate to [My Page→Account→E-mail Address]. Enter your new e-mail address and hit the “Send Verification E-mail” button. An e-mail will then be sent to the newly entered address. Access the link in that e-mail to complete the address change.
  • Q.
    Can I change my payment method?
    A.
    Log in and navigate to [My Page→Account→Select Payment Method]. Click “New Card” and enter your new credit card information.
  • Q.
    Can I change my basic information?
    A.
    Yes, log in and navigate to [My Page→Account→Profile Settings] and change your settings.
  • Q.
    Can I change the language for e-mails from DeepExperience?
    A.
    Yes, log in and navigate to [My Page→Account→Profile Settings] and change the “Preferred Language” setting.
  • Q.
    If I want to delete my DeepExperience account, what should I do?
    A.
    Log in and navigate to [My Page→Account→Profile Settings]. Click “Delete Account” on the lower right-hand side to delete your account.
    Note that you won’t be able to delete your account if you have any upcoming bookings. In this case, you must either cancel or wait until after the date to continue.
  • Q.
    I didn’t get the verification e-mail (e-mail address registration/password reset), what should I do?
    A.
    • First, check that the e-mail did not get sent to your spam folder.
    • It may take some time for the e-mail to reach your address. If it’s been more than 1 hour, try resending the e-mail.
    • If you are using a mobile carrier e-mail address, please adjust your settings to allow for e-mails from the domain “@deep-exp.com.”

Page Info

  • Q.
    Are the displayed prices including tax? or excluding tax?
    A.
    All prices include tax.
  • Q.
    What does X icon mean?
    A.
    • :Guided Tours created by DeepExperience
    • :Activities
    • :Tickets
    • :Instant Bookings
    • :Request Bookings
  • Q.
    How do I check the directions to the venue/facility?
    A.
    Under the “Map” section of the Activity page, click the “Get Directions from Google Maps” under the lower right-hand corner of the map.
    For Activities with more than one venue, click “Map” under the “Select” button for the individual plan.

Bookings

  • Q.
    When can I book an Activity?
    A.
    If you select a plan from the Activity page, a calendar will appear. If you can click on a date, then bookings are available.
  • Q.
    What are Instant Bookings?
    A.
    Instant bookings are confirmed immediately on checkout.
  • Q.
    What are Request Bookings?
    A.
    Request bookings require the host to confirm availability of the booking. You will be notified of the result later.
  • Q.
    I got an e-mail for the Request Booking, is it confirmed?
    A.
    No, it is not confirmed until you receive a follow-up e-mail.
  • Q.
    When will I get confirmation of my Request Booking?
    A.
    You will receive notice within 48 hours of your booking.
  • Q.
    I want to book, but I can’t select the date on the calendar, why?
    A.
    If you can’t select a date, then unfortunately, there are no bookings available on that date.
  • Q.
    I want to check my booked Activities. What should I do?
    A.
    Log in to your “My Page” and check from the “Completed Bookings” option. If you can’t find your booking, please send an inquiry to DeepExperience Customer Support (support@deep-exp.com)
  • Q.
    How do I cancel a booking?
    A.
    Log in to your My Page, and find the activity in your Completed Bookings list. Then, just click the cancel button. (Depending on the host’s cancellation policy, fees may apply.)
  • Q.
    Are the dates and times based on the local time?
    A.
    Yes, all dates and times on the website are based on the local time in Japan (JST).
  • Q.
    How do I book accommodations?
    A.
    You can find and book accommodations from the “accommodations” link at the top of the page.

Payment, Cancellation Fees, Refunds

  • Q.
    What payment methods are available?
    A.
    At the moment, only credit cards are accepted.
  • Q.
    Which cards are accepted?
    A.
    For payments processed in JPY, Visa, Mastercard, JCB, Diners, and American Express are accepted.
    For payments processed in other currencies, only Visa and Mastercard are accepted.
    (For users of Korea* check cards, payment processing issues frequently occur, so please pay by credit card instead)
  • Q.
    I can’t register my credit card, what should I do?
    A.
    Please check that the credit card is accepted (Visa, Mastercard JCB, Diners, or AMEX), that the card is not expired, and that entered information is correct.
  • Q.
    When will my credit card be charged?
    A.
    Payment will be charged to your card after the booking is confirmed. If canceled, refunds will be processed in accordance with the cancellation policy.
  • Q.
    Can I choose the currency for processing payment?
    A.
    Yes, you can select accepted currencies from the top right-hand corner of the page.
  • Q.
    Can I pay with a different card?
    A.
    Yes, select another card or register a new one in your payment methods. Up to 5 cards may be registered at a time.
  • Q.
    I want to cancel my booking. Are there any cancellation fees?
    A.
    The cancellation policy may vary from different activities. Please check the cancellation policy and fees from the details in the activity page(https://www.deep-exp.com/ja/page/cancelpolicy).
  • Q.
    I canceled my booking by accident. Can I undo the cancellation?
    A.
    Please contact DeepExperience OSAKA customer support.
  • Q.
    I canceled my card. What happens to the refund?
    A.
    No changes will occur in how the refund is processed on our end. Please contact the credit card company for any concerns.
  • Q.
    How long does it take until I get my refund?
    A.
    After the refund is processed, it may take about 2 days to a week to show in your account.
  • Q.
    If an activity is canceled by the host, will I receive a refund?
    A.
    Yes, you will be given a full refund.

Guided Tours

  • Q.
    Can I choose my guide?
    A.
    No. You cannot choose the guide.
  • Q.
    Can I choose a different place to start/end the tour?
    A.
    Depending on the circumstances (ex. weather conditions, etc), it may be possible at the guide’s discretion. If there are any changes, we will contact up to and including the day of.
  • Q.
    Are these private tours?
    A.
    No, other travelers may join the same tour. (If you’d like to book a private tour, please contact us at support@deep-exp.com).
  • Q.
    For the food tours, will there be vegetarian, halal, etc. options?
    A.
    If you inform us ahead of time, it may be possible to provide these options.
  • Q.
    Can I check the itinerary?
    A.
    Yes, please send us an inquiry.
  • Q.
    If I can’t find or make it to the meeting location, what should I do?
    A.
    Please inform us as soon as possible through e-mail or other available methods of contact.

Activities

  • Q.
    Can I bring my suitcase with me to the activity?
    A.
    Depending on the venue/facility, there may or may not be space to store large luggage. If possible, please keep your luggage at your hotel, or use coin lockers at the closest station.
  • Q.
    What should I do in the event of emergencies (accidents, injuries, etc.)?
    A.
    Please notify the staff at the venue as soon as possible. If no one is available, please contact us at (support@deep-exp.com).
  • Q.
    Can I join an activity part-way through?
    A.
    Depending on the host or activity, it may not be possible to join after the start time. Please check the important notes on the activity page.

Tickets

  • Q.
    Can I cancel a ticket?
    A.
    Tickets cannot be canceled.
  • Q.
    How do I use my tickets?
    A.
    Log in to your My Page, and select “Valid” under “Tickets” and a list of available tickets will appear. Hit the “Use Tickets” button and choose how many you want to use. A QR code will then appear. Show this to the staff.
    Check our how to page (https://www.deep-exp.com/en/page/howto-ticket) for more details.