Cancellation Policy (The Footman)
Cancellations and refunds
About Cancellation Policy (The Footman)
The cancellation policy sets out in advance the conditions for refund should a cancellation or change arise after booking The Footman — Apprentice Butler Experience. Even more than 30 days before your date, no refund is made once the accompanying butler has been confirmed, or once preparation such as readying the outfit or arranging the keepsake has begun.
Is the timing of cancellation all that matters?
The refund terms take into account not only the number of days before your date, but also whether the accompanying butler has been confirmed and whether preparation of the outfit or keepsake has begun. The single condition of being more than 30 days ahead does not by itself decide a refund.
If you contact us more than 30 days before your date, no butler has been assigned and no preparation has begun, we refund the full amount. From the moment either the butler is confirmed or preparation begins, any subsequent cancellation for your own reasons is non-refundable.
Cancellation for your own reasons from 30 days before your date is non-refundable regardless of the butler or state of preparation. Failure to attend on the day without notice is treated the same way, so please contact us as early as possible should circumstances arise.
See what the rate includes
Article 1 — Scope
- These terms apply to cancellation or change for the customer's own reasons by anyone who has applied for The Footman at Queen's Butler, and to non-performance owing to the Manor's circumstances or force majeure.
- The date of use in these terms means the scheduled date of the confirmed Footman experience.
- The Footman is based on three hours at ¥49,800 (tax included) per person; these terms also apply to applications for two or more people.
Article 2 — Cancellation more than 30 days before the date
- More than 30 days before the date of use, where no accompanying butler has been assigned and preparation has not begun, the fee paid is refunded in full.
- Even more than 30 days before the date of use, no refund is made where the accompanying butler has been confirmed.
- Even more than 30 days before the date of use, no refund is made where preparation such as readying the outfit or arranging the keepsake has begun.
- A refund is forfeited when either condition applies — confirmation of the butler or commencement of preparation — not only when both do.
Article 3 — Cancellation from 30 days before the date
- Cancellation for the customer's own reasons from 30 days before the date of use incurs a cancellation charge of the full fee, and no refund is made.
- From 30 days before the date, no refund is made even where no accompanying butler has been assigned or preparation has not begun.
- No refund is made for failure to attend on the day without notice, or for cancellation after the start time has passed.
Article 4 — Examples of commencement of preparation
- Commencement of preparation includes beginning the work of securing a full morning-coat outfit to the customer's height, build and shoe size and readying it for wear.
- It includes beginning arrangements to secure the keepsake to be presented, such as a pocket watch, and readying it for presentation on the day.
- Preparation is deemed to have commenced where either readying the outfit or arranging the keepsake has begun.
- Once preparation has commenced, no refund is made even where the outfit was not in fact worn or the keepsake not received.
Article 5 — Changes and partial cancellation
- To change the date, please state the name given at booking and describe your circumstances on the form. A request to change does not exempt you from the cancellation terms.
- Where an application is for several people, it is not possible to cancel for some only; this is treated as cancellation of the whole application.
- Requests to increase the number of people are considered individually after checking the availability of outfits and of the accompanying butler.
- As a change to declared outfit size affects preparations already confirmed, please inform us promptly as soon as it becomes known.
Article 6 — Applications as a gift
- Where the application is made as a gift, these terms apply regardless of whether the request to cancel comes from the applicant or the recipient.
- Once preparation of the outfit has begun on the basis of the recipient's height, build and shoe size, no refund is made even more than 30 days before the date.
- Cancellation before the recipient has been told of the date or content is likewise judged by the days remaining, confirmation of the butler and the state of preparation.
Article 7 — Cancellation for the customer's own reasons
- Articles 2 and 3 apply to cancellation owing to illness, individual travel circumstances, a change of plans or any other circumstance on the customer's side. Where the Manor judges performance impossible owing to force majeure, such as a disaster or widespread suspension of public transport, Article 8 applies.
- Where late arrival on the day means the full three hours cannot be used, no refund is made in respect of the shortened time.
- If, after booking, a declared outfit size needs to be corrected, please consult us promptly as soon as it becomes known. We will check the availability of outfits again and advise on the way forward.
Article 8 — The Manor's circumstances and force majeure
- Where The Footman cannot be held owing to the Manor's circumstances, the fee paid is refunded in full.
- Where the Manor judges that it cannot be held owing to force majeure, such as a disaster or widespread suspension of public transport, a full refund is likewise made.
- Cancellation in advance at the customer's own judgement, before the Manor has judged performance impossible, is treated as cancellation for the customer's own reasons under Articles 2 and 3.
Article 9 — Refund procedure
- Where a refund is due, the butler checks the booking details, the date on which notice of cancellation was received, whether a butler had been confirmed, and the state of preparation of the outfit and keepsake.
- The method of refund and details of the procedure are advised individually after this check.
- For any query about a refund, please contact us stating the name given at booking and the scheduled date of use.
Article 10 — Acknowledgement of these terms
- Please read these terms before applying, and raise any questions before confirming your booking.
- Matters not covered by these terms are handled in accordance with the Terms of Use and applicable law.
- The operator is the Japan Butler Association, a general incorporated association. The butler confirms your booking and carries out the preparations needed for the experience at the Manor.
Under which conditions is a refund made?
| Timing of cancellation | Butler and preparation | Outcome |
|---|---|---|
| More than 30 days before | No butler assigned and preparation not begun | Full refund |
| More than 30 days before | Butler confirmed | No refund |
| More than 30 days before | Preparation of outfit or keepsake begun | No refund |
| From 30 days before | Regardless of circumstances | No refund |
| No-show on the day | Not used for the customer's own reasons | No refund |
| Manor's circumstances or force majeure | The Manor judges performance impossible | Full refund |
A full refund more than 30 days before requires both that no butler has been assigned and that preparation has not begun.
What does commencement of preparation include?
Readying the outfit
Readying the outfit means securing the coat, waistcoat, shirt, tie, white gloves, shoes and top hat to the height, build and shoe size we have been given, and preparing them for the day.
Read more
Arranging the keepsake
Arranging the keepsake means securing the one item to be presented on the day, such as a pocket watch, and readying it to be offered at the close of the experience.
Read more
Confirmation of the accompanying butler
Even before the outfit or keepsake is prepared, no refund can be made once the butler who will accompany you for three hours has been confirmed. Both men and women serve as butlers, and we confirm after hearing your preference.
Read moreIn what order is a full refund for the customer's own reasons decided?
Check whether it is more than 30 days before
Only where notice of cancellation is received more than 30 days before the date of use do we proceed to the next check. From 30 days before, no refund is made.
Check whether a butler has been assigned
We proceed to the next check only where no accompanying butler has been assigned. If one has, no refund can be made even more than 30 days before.
Check the outfit
We confirm that readying the outfit to your height, build and shoe size has not begun. If it has, no refund can be made.
Check the keepsake
We confirm that arranging the keepsake, such as a pocket watch, has not begun. If it has, no refund can be made.
Full refund if all four are met
A full refund is made where all four conditions are met: more than 30 days before, no butler assigned, outfit not begun and keepsake not begun.
How are common borderline cases decided?
| 35 days before; no butler assigned; preparation not begun | More than 30 days before and both conditions are met, so a full refund is made. |
|---|---|
| 35 days before; butler confirmed; preparation not begun | No refund, as the butler has been confirmed. Preparation not having begun does not by itself satisfy the refund conditions. |
| 35 days before; no butler assigned; outfit prepared | No refund, as readying the outfit has begun. No butler having been assigned does not by itself satisfy the refund conditions. |
| 30 days before the date of use | This falls within the period from 30 days before, so no refund can be made. |
| Cancelling one of two people | Partial cancellation is not possible; this is treated as cancellation of the whole application. |
| The Manor judges performance impossible | A full refund is made, as the Manor's circumstances or force majeure. |
QAm I guaranteed a full refund if I cancel 31 days before?
No. Even more than 30 days before, no refund can be made once the accompanying butler has been confirmed, or once readying the outfit or arranging the keepsake has begun. A full refund is made only where no butler has been assigned and no preparation has begun.
QWhat counts as commencement of preparation?
For The Footman, the main examples are readying the outfit to the sizes we have been given and arranging the keepsake, such as a pocket watch. Once either has begun, no refund can be made even more than 30 days before.
QCan one of two people cancel?
Partial cancellation is not possible. Where an application for several people is cancelled, these terms apply to the cancellation of the whole.
QIs a refund made if I am unwell?
The usual conditions apply to cancellation owing to illness. Please check the days remaining, whether a butler has been confirmed and the state of preparation.
QCan I avoid the cancellation charge by changing the date?
A request to change the date does not exempt you from the cancellation terms. Without guaranteeing a new date, we first check the current state of bookings and advise individually.
QWhat happens if the Manor cannot hold the experience?
Where the experience cannot be held owing to the Manor's circumstances, a full refund is made. The same applies where the Manor judges it cannot be held owing to force majeure.
