Frequently asked questions

On the official website, choose the service type, departure city or airport, route, vehicle and date, check the current price and fee details, enter the required trip information, and complete online payment. After the order is confirmed, the system sends a confirmation email and support follows up before your trip through the contact details you provided. Use the contact options currently shown on the website if you need help.

We recommend booking as early as possible. Allow more time during peak periods or when you have a large group, substantial luggage, or a special vehicle request. A product being on sale does not guarantee a vehicle for a particular date; availability depends on the product page, order confirmation, and actual dispatch arrangements.

An itinerary change must be checked against the order, timing, route and actual dispatch arrangements, and may involve a price difference or extra fee. Submit the request through the order information in your account or a contact option currently shown on the website. Do not treat an unconfirmed conversation as a completed change.

Available payment methods may vary by currency, country or region, device, browser, and merchant configuration. Choose from the payment methods currently shown at checkout and pay the displayed amount in the stated currency. Any deposit, full-payment, or balance arrangement is determined by the relevant product page and order confirmation.

SSGO can provide communication support in Chinese, Japanese and English, but a specific driver's language depends on the order and actual dispatch and cannot be guaranteed in advance. State any language preference when booking.

The service duration and how its start and end are calculated follow the selected package, agreed pickup time, route and order confirmation. Time beyond the package is handled under that product's and vehicle's overtime rules.

Luggage capacity depends on passenger count, vehicle type, the number of bags, and their sizes. Vehicle references on the site use a 24-inch suitcase as the common comparison standard; larger bags reduce the number that can fit. Choose from the vehicles actually offered on the product page and provide passenger and luggage details when an assessment is needed.

The price usually includes the first child seat. State the number of children and your needs when booking. Whether additional seats are available, their prices and their conditions follow the add-on services shown on the relevant product page and the order confirmation.

The price usually includes fuel, highway tolls, parking, vehicle use and driver service. It usually excludes personal spending, attraction tickets, extra service-time fees and nighttime fees. Products can differ, so the fee details on the relevant product page and the order confirmation take precedence.

Once the included package time is exceeded, charges follow the overtime rules for the relevant product and vehicle. Overtime is usually charged in 30-minute increments and a nighttime fee may also apply. Refer to the product page and order confirmation for the exact amount, payment method, and applicable hours.

The price usually includes highway tolls and parking, but individual products can differ. Check the included and excluded fees on the product being booked and the order confirmation; these general guidelines are not a guarantee for every route or order.

Deposits, full payment, and balance arrangements depend on the specific product and order. Pay the amount shown at checkout in the displayed currency and follow the payment instructions in the order confirmation email; do not calculate a deposit from a general percentage or pay through an unofficial channel.

Sign in first to view the relevant order and its available cancellation options. The current general template for ordinary areas is: free cancellation more than 48 hours before the trip starts; a charge of 50% of the order total 24–48 hours before; and no refund less than 24 hours before. Remote areas generally allow free cancellation at least 7 days before the trip and no refund within 7 days. The specific product page, order, and Japan local time determine the applicable rule.

Refunds are generally processed through the original payment channel and in the original payment currency. Timing depends on order review, the payment provider, and the card issuer, so a general page cannot guarantee a specific arrival date. Refer to the refund record in your account, the payment gateway record, and the final confirmation.

If a typhoon, heavy snow, or another condition may affect safety, any route adjustment, rescheduling, or cancellation must be determined from the specific order, local transport, actual operating conditions, and dispatch arrangements. Do not assume that free rescheduling or a full refund is guaranteed; the applicable order rules and final confirmation control.