I want my ticket to be refunded

We do not offer ticket refunds for any reason other than event postponement or cancellation.

If the event is postponed or canceled:
The event organizer will send you an email with event details and refunds.
Unless announced, we will not be able to cancel or refund your purchase under any circumstances.
Until the details are announced, the content that can be answered is limited.

Tickets for offline events may be transferred to friends until the end of the event.

Please refer here to learn how to transfer tickets.

I bought duplicate tickets, so I want you to refund

Even if you purchase duplicate tickets,

we do not offer refunds for any reason other than postponing or canceling the event after purchase.

Tickets for offline events may be transferred to friends until the end of the event.

Please check here for how to transfer tickets.

I want to change the ticket type/ ticket date

Besides the case of event cancel or event postponement, we do not provide any kind of modification for tickets.

Refund Method (Credit Card, WeChat. Alipay)

If you used Credit Card, WeChat, or Alipay as your payment method, you will be refunded automatically.

No action is required from the customer side.
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There will be cases ZAIKO Support collect refund requests directly.
For further instructions regarding your refund flow, please kindly check the email.

Refund Method (Convinience Payment)

If you paid by convenience store payment, you will receive an email from the payment company with the following subject.

Subject: [Action required] Refund for ¥**** from ZAIKO株式会社

You will need to register your bank account for the transfer from the link in this email.
*Please be advised that no refund will be issued unless this procedure is completed.

If you have not received our emails, kindly check your inbox is full or adjust your spam settings.
Please check your settings in advance so that you can receive e-mail from “@stripe.com”.

・Please check the settings of your domain name so that you can receive emails from “@stripe.com”.

・Please make sure that your registered e-mail address is correct. 　
　Personal Information Settings: https://zaiko.io/account/security

・If your inbox is full, please delete unnecessary messages so that you can receive them.

・If you have set up a spam filter, please check your spam/junk folder as well.

The event got postponed, but the rescheduled date is not announced yet. I want to know the refund details.

Once the event organizer is done preparing the resheduled date/refund details, you will be informed by email.
Please kindly be pacient until it is announced.

I applied for a refund, but it has not been refunded

The actual timing of refunds will vary depending on the credit card company/bank, but basically, the processing will be completed within 2 months after the refund is announced by the event organizer.

If you use convenience store payment, the refund process will be completed within 1 month from the refund procedure deadline.

Refunds will be processed to the credit card used at the time of purchase, so please check the credit card used again.
In addition, If you cannot confirm the refund for a long time, please contact your credit card company/bank directly.

* We do not notify you that the refund has been completed.

Can I apply after the refund application deadline?

Please check the refund application deadline in advance which sent by e-mail.
After the deadline, we will not refund for any reason.

How to receive refund when my credit card is suspended, lost, renewed

Even if the credit card which you're using ZAIKO is suspended/lost/renewed, refund processing can be done.

Please contact your credit card company for details.

I have subscribed to refund insurance, but I don't know how to apply for a refund Content

The application process may vary depending on the service you use.
Please check the details below.

Those who purchase tickets after 19 March 2023 and subscribe to the money-back guarantee.
XCover
XCover is an external refund insurance service that Zaiko has partnered with.
Please note that Zaiko and event organizers are not involved in the refund process.

To apply for a refund, customers need to apply to XCover by themselves.

Application destination: https://www.xcover.com/ja/claim

• XCover account creation is required to apply or inquire about the application process
• If you have any questions, please contact XCover directly

Those who purchased tickets and joined the money-back guarantee before 18 March 2023.
Booking Protect
Booking Protect is an external refund insurance service that Zaiko has partnered with.
Please note that Zaiko and event organizers are not involved in the refund process.

To apply for a refund, customers need to apply to Booking Protect by themselves.

Application destination: https://refund.bookingprotect.com/login

• Booking Protect account creation is required to apply or inquire about the application process
• If you have any questions, please contact Booking Protect directly

Please note that the money-back guarantee does not necessarily guarantee that you will receive a refund.
For information on what the money-back guarantee covers, please refer to the link below.

Xcover
https://www.xcover.com/ja/pds/TermsandConditionsv4

Booking Protect
https://bookingprotect.com/our-product/what-we-cover/

We could not answer questions about how to apply for a money-back guarantee or any other questions you may have.
Please contact your money-back guarantee company directly.