Refund Policy

1. Bookings

• All bookings are prepaid in JPY via Stripe. You receive confirmation with booking reference, price snapshot, and deliverable schedule.
• Customers and vendors can request schedule changes up to seven calendar days before the scheduled experience date through the dashboard. Expired requests auto-cancel.
• To cancel, use the booking workspace. Cancellations submitted at least seven days before the scheduled experience date trigger Stripe refunds of the booking price and buyer fee. Once the booking is inside the seven-day window, cancellations are no longer available.
• Refunds are issued only for cancellations that meet the seven-day requirement. If Stripe has not yet paid out the vendor, qualifying refunds are processed directly. After the seven-day window or once a payout settles, refunds are not available.

2. Deliverables

• Vendors submit deliverables through the booking workspace. Customers have seven days to accept or request changes.
• If no action is taken, the system auto-accepts on day seven and schedules the payout for 14 days later.
• Change requests pause payouts until the vendor re-submits or parties agree on a cancellation.
• If deliverables are missing or do not match the booking, contact support within the seven-day review window with evidence; we can pause payouts and resolve the issue before funds are released. After auto-acceptance, refunds are no longer available.

3. Premium memberships

• Quarterly/recurring plans renew automatically. You can cancel anytime from the membership dashboard; access stays active until the paid period ends. We do not issue refunds on subscription charges that have already been processed.
• Lifetime memberships are one-time payments that unlock premium features for as long as LensTokyo operates the membership service. Because access is delivered immediately, lifetime fees are non-refundable once Stripe confirms payment.
• If your account was charged in error, contact support within seven days so we can investigate the payment intent and issue a corrective refund if warranted.

4. How to request help

Use the dashboard support links or email hello@lenstokyo.com with your booking reference or membership plan ID. We review the booking timeline, activity logs, deliverable status, and Stripe records to resolve the issue quickly. Check the FAQ for troubleshooting steps, and keep communications inside the platform whenever possible so we have a complete history.