Terms of Service

By submitting an enquiry, purchasing a service, paying a deposit or otherwise engaging GLOW to provide services, you agree to these Terms of Service.

If you do not agree to these Terms, please do not purchase or use our paid services.

GLOW provides personalized beauty, wellness, lifestyle and experience planning for international travellers visiting Japan.

Depending on your selected package, our services may include:

• Personalized beauty and wellness recommendations
• Salon, spa and treatment research
• Restaurant and café recommendations
• Shopping and lifestyle recommendations
• Cultural and experience recommendations
• Personalized itinerary design
• Eligible reservation and coordination support
• Pre-arrival planning communication
• In-destination support where included in your package
• Reasonable language or communication assistance

The exact scope of service is determined by the plan purchased and any written proposal or confirmation issued by GLOW.

GLOW does not currently sell or arrange flights or accommodation as part of its core concierge service.

We may suggest hotels, neighbourhoods or accommodation options that fit your itinerary, but you remain responsible for booking, purchasing and managing your own accommodation and transportation.

Many experiences recommended or coordinated by GLOW are provided by independent third parties, including salons, spas, restaurants, wellness facilities, venues, shops and other businesses.

These providers are responsible for their own services, products, treatments, availability, safety procedures, ingredients, cancellations and customer service.

GLOW does not own or operate these businesses unless we expressly state otherwise.

Our recommendations are prepared based on the information you provide, available information, local knowledge, research and our professional judgment.

We aim to recommend experiences that fit your preferences, budget, location and travel style, but personal taste is subjective and we cannot guarantee that every recommendation will meet every expectation.

You agree to provide accurate and reasonably complete information relevant to your trip and requested services.

This may include travel dates, locations, preferences, budget, dietary restrictions, allergies, accessibility needs and relevant beauty or treatment requirements.

GLOW cannot be responsible for issues caused by information that was inaccurate, incomplete or not disclosed to us.

GLOW does not provide medical advice and is not a medical provider.

Beauty treatments, skincare procedures, massage, wellness services and other treatments may involve individual risks or contraindications.

You are responsible for informing the relevant provider directly of allergies, medical conditions, pregnancy, medications, sensitivities or other information that may affect your treatment.

You should seek advice from an appropriate healthcare professional where necessary before receiving a treatment.

The price of each GLOW service will be shown on our website, proposal, invoice or checkout page before payment.

Unless otherwise stated, GLOW planning fees cover our professional planning and concierge service only.

Third-party expenses such as salon treatments, restaurants, transportation, accommodation, tickets, admission fees, products and shopping are not included in the planning fee.

A 25% planning deposit is generally required before planning begins.

The remaining 75% is due before final delivery of your completed itinerary.

For short-notice bookings, GLOW may require a different payment schedule or full payment before work begins.

After your request is accepted and the required planning deposit is received, we reserve planning capacity and begin research, itinerary development and coordination for your journey.

The deposit compensates GLOW for work commenced and capacity reserved specifically for your project.

Cancellation and refund eligibility depends on planning progress, services already provided, the applicable terms and applicable law.

Once substantial planning work or a personalized itinerary has been completed or delivered, refunds may be limited, subject to applicable law.

If you need to cancel your trip or GLOW service, please notify us as soon as possible.

Third-party providers may impose separate cancellation, modification, no-show or prepayment policies.

You are responsible for third-party charges that apply to bookings made for your itinerary, unless otherwise expressly agreed.

Reasonable revisions are included only to the extent stated in your selected package.

Significant changes to travel dates, destinations, preferences or the overall direction of an itinerary may require additional planning fees.

GLOW cannot guarantee the availability of any particular salon, restaurant, treatment, experience, venue or provider.

Availability may change at any time. Where a preferred option is unavailable, we may recommend an alternative that we believe offers a comparable experience.

Opening hours, prices, menus, staff, treatments, policies, schedules and availability of third-party providers may change without prior notice.

GLOW will make reasonable efforts to provide accurate information but cannot guarantee that third-party information will remain unchanged.

In-destination support is provided only where included in your selected package.

Any WhatsApp or other messaging support operates during the agreed service period and is intended for reasonable itinerary, reservation and coordination assistance.

GLOW does not provide emergency, medical, police, security or 24-hour emergency response services.

In an emergency in Japan, clients should contact the appropriate emergency services or relevant authority directly.

A dedicated personal guide, driver or interpreter is not included unless specifically stated in your package or proposal.

Where appropriate and legally permitted, GLOW may provide recommendations or coordination information relating to specialist service providers.

You remain responsible for:

• Valid passports, visas and immigration requirements
• Travel insurance
• Health and medical requirements
• Your own flight and accommodation bookings
• Arriving on time for reservations
• Following provider rules and policies
• Checking your final itinerary and booking details

We strongly recommend obtaining appropriate travel insurance before travelling to Japan.

Travel insurance may provide protection for circumstances such as cancellation, illness, accidents, lost belongings or other unforeseen events, subject to the insurer's terms.

GLOW's website content, branding, written materials, graphics, original itineraries, planning documents and other original content are protected by applicable intellectual property laws.

Personalized itinerary materials are provided for the client's personal use and may not be commercially reproduced, resold, published or distributed without permission.

You must not:

• Use our services for unlawful purposes
• Provide fraudulent or intentionally misleading information
• Attempt unauthorized access to our systems
• Copy or resell our proprietary planning materials
• Harass GLOW staff or third-party providers

To the extent permitted by applicable law, GLOW is not responsible for losses arising solely from the acts, omissions or failures of independent third-party providers, weather, natural disasters, transportation disruption, government action, illness or other circumstances outside GLOW's reasonable control.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.

We may update these Terms when necessary to reflect changes to our services, operations or applicable requirements.

The latest version will be published on this page together with the date of the latest update.

These Terms are governed by the laws of Japan, subject to any mandatory consumer protections that may apply.

Questions about these Terms may be sent to:
info@glowjapan.jp