FAQ

You can consult for free before purchasing — try our AI chatbot on the website to learn about services and find the right plan for you. If you need to speak with a concierge directly, follow the AI chatbot's instructions. And even after purchasing, the Personal and Premium Plans come with our "No Regrets" Guarantee — cancel anytime until your trip is complete, full refund, no conditions. We recommend trying the service firsthand and deciding from there.

With the "No Regrets" Guarantee, Personal and Premium Plan users can cancel at any time — before or even during your trip. Simply tell your concierge via chat that you'd like to cancel. Your refund will be processed within 24 hours.

Phone support is not available — all communication is via chat (WhatsApp, LINE, Messenger, or Instagram). However, your concierge can make phone calls to Japanese restaurants, hotels, and venues on your behalf. Chat is faster and leaves a clear record of all arrangements.

One plan covers your entire group — no need for individual plans. Just share the number of travelers in the questionnaire and your concierge will support everyone.

There are no limits on the number of reservations or the type of venue for the Personal and Premium Plans. Restaurants, spas, salons, activities — your concierge handles it all. You can specify a venue or ask for recommendations. If a reservation can't be made, your concierge will suggest alternatives at no extra charge.

Due to Japanese travel industry regulations, we cannot purchase tickets or handle payments on your behalf. However, your concierge will walk you through the entire purchase process — where to buy, how to navigate the booking site, and which options to choose — so you can complete it yourself with confidence.

Your Custom Map includes not just restaurants, but tourist spots, hidden gems, cultural experiences, shopping areas, and more — all tailored to your interests. Each spot comes with useful background information so you know what to expect before you visit. The map is continuously updated by your concierge as your trip takes shape, becoming a one-of-a-kind guide made just for you.

Yes. We support any language using advanced AI translation. All messages are personally handled by Japanese staff — not automated replies. Just write in your own language and your concierge will understand.

We recommend purchasing about 1 month before your trip — this gives plenty of time for custom map creation, reservations, and planning together. 1 week before is the minimum for essential preparations. Even 3 months ahead is fine; pre-trip consultation starts from the day you purchase at no extra cost.

With the Personal/Premium Plan, pre-trip consultation starts from the day you purchase — no extra cost, no time limit. Many customers purchase early to plan at a relaxed pace.

Don't worry. If you overpay, your concierge will notice and refund the difference. NANIKOKO's "No Regrets" Guarantee ensures you never lose out.

• Personal/Premium Plan: Yes — your concierge updates based on your preferences as you travel
• AI Ticket Plan: Map is created once and cannot be updated

We'll do our best. Popular and Michelin-starred restaurants fill up quickly, so we recommend requesting as early as possible. Your concierge handles all arrangements.

Reservation assistance itself is included in your plan. If the venue charges a reservation system fee, that fee will be billed separately. Your concierge will always inform you before proceeding.

We don't provide transfers directly, but your concierge can introduce trusted local providers and help you arrange a booking.

Halal, vegetarian, vegan, gluten-free, allergies — all accommodated. Tell your concierge your requirements and we'll recommend and reserve restaurants that match.

During your trip, your concierge is available anytime — feel free to reach out whenever you need. Response may take up to 3 hours during nighttime or busy periods due to our dedicated concierge system. Pre-trip inquiries are handled during business hours (weekdays 10:00–18:00 JST).

Contact your concierge immediately via chat — Personal/Premium Plan users can reach their concierge anytime. For life-threatening emergencies, call 110 (police) or 119 (ambulance) first.