Yes, bookings for Activities, Guided Tours, and Tickets all require an account.

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.

Hit the “Login/Sign Up” option, then enter your e-mail address and password. (Or, hit the “Log In with Facebook/Google” option)

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.

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.

Log in and navigate to [My Page→Account→Select Payment Method]. Click “New Card” and enter your new credit card information.

Yes, log in and navigate to [My Page→Account→Profile Settings] and change your settings.

Yes, log in and navigate to [My Page→Account→Profile Settings] and change the “Preferred Language” setting.

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.

• 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.”

All prices include tax.

• ：Guided Tours created by DeepExperience
  
• ：Activities
  
• ：Tickets
  
• ：Instant Bookings
  
• ：Request Bookings

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.

If you select a plan from the Activity page, a calendar will appear. If you can click on a date, then bookings are available.

Instant bookings are confirmed immediately on checkout.

Request bookings require the host to confirm availability of the booking. You will be notified of the result later.

No, it is not confirmed until you receive a follow-up e-mail.

You will receive notice within 48 hours of your booking.

If you can’t select a date, then unfortunately, there are no bookings available on that date.

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)

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.)

Yes, all dates and times on the website are based on the local time in Japan (JST).

You can find and book accommodations from the “accommodations” link at the top of the page.

At the moment, only credit cards are accepted.

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)

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.

Payment will be charged to your card after the booking is confirmed. If canceled, refunds will be processed in accordance with the cancellation policy.

Yes, you can select accepted currencies from the top right-hand corner of the page.

Yes, select another card or register a new one in your payment methods. Up to 5 cards may be registered at a time.

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).

Please contact DeepExperience customer support.

No changes will occur in how the refund is processed on our end. Please contact the credit card company for any concerns.

After the refund is processed, it may take about 2 days to a week to show in your account.

Yes, you will be given a full refund.

No. You cannot choose the guide.

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.

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).

If you inform us ahead of time, it may be possible to provide these options.

Yes, please send us an inquiry.

Please inform us as soon as possible through e-mail or other available methods of contact.

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.

Please notify the staff at the venue as soon as possible. If no one is available, please contact us at (support@deep-exp.com).

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 cannot be canceled.

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.

The experience will take place over Zoom. Please download the app ahead of time, and you will be able to join on the day of by connecting to the audio and video via the internet.
Because of the volume of data transfer, we recommend that you are connected to wifi when you join.

Depending on the host, the number of participants allowed on one account may differ. Check the details on the activity page to confirm.

You can leave whenever you want, but you will not be reimbursed for any time missed. If you are late, the host maintains the right to deny participation. In this case, refunds will not be given, so please be careful and keep that in mind.
※Generally, you should try to give yourself a buffer and log in by 5 minutes before the start time.
※The time provided in the schedule is in JST.

We will provide a randomly generated, password-protected meeting ID unique to the session, so you can join without having to log in. If you do not wish to have your name displayed during the experience, you can enter an alias or just your last name, etc. when inputting the meeting ID.

Please make sure to keep your mic off when you are not speaking. Also, with regards to your camera, be careful of your surroundings and background as the host and other guests can see when it is on. Further, guests cannot share their screens during the experience.