The Salon Cancellation Policy
Our rules on cancellation and refunds, with 30 days as the reference point
About The Salon Cancellation Policy
The Salon's cancellation policy sets out the conditions for cancelling a reservation and receiving a refund, with 30 days before the date of your visit as the reference point. Even earlier than 30 days, no refund can be made once your butler has been assigned or preparations at the Manor have begun. For cancellations within 30 days, the full fee is charged. For women guests only.
Article 1 Reservations covered by this policy
- This policy applies to visitor use, Night Stays, members' use of the Manor and all other reserved use of The Salon at Queen's Butler, operated by the Japan Butler Association. Where a reservation is subject to separate written terms, please refer to that document.
- The Salon is a Manor that welcomes one party at a time, by appointment only. Because we reserve time for you and prepare both your butler and the Manor's furnishings, the refund conditions take into account not only the timing of cancellation but also whether your butler has been assigned or preparations have begun.
Article 2 Cancellation earlier than 30 days before your visit
- If we receive notice of cancellation earlier than 30 days before the date of your visit, and no butler has yet been assigned and no preparations have begun at the Manor, the fee paid is refunded in full. Whether a refund can be made is confirmed against the reservation and preparation status at the time we receive your notice.
- Even earlier than 30 days before your visit, no refund can be made once your butler has been assigned or preparations for your reservation have begun. The butler reads how you wish to spend your time and at what hour, and composes the service and the movements within the Manor before the day. That time, too, is part of preparing for your reservation.
Article 3 Cancellation within 30 days of your visit
- For cancellations within 30 days of the date of your visit, the full fee is charged and no refund is made. During this period, the butler's schedule and the Manor's slot are held for you, other reservations are declined and preparations for the day proceed.
- If you do not attend on the day without notifying us, the full fee is charged in the same way as a cancellation within 30 days. As soon as it becomes clear that you cannot visit, please let us know through the enquiry form.
- No refund is made if you end your visit earlier than planned once it has begun. Where a visit ends early due to ill health, we will hear the circumstances and consider offering a voucher for a future visit.
Article 4 Assignment of your butler and the start of preparations
- Assignment of your butler means that, based on the date, time, chosen experience and your wishes, the butler who will serve you on the day has been allocated and their schedule secured. Because we accommodate preferences for a female or male butler, a Buddy and other requests, the timing of assignment varies from one reservation to another.
- The start of preparations means that, in response to your wishes, we have begun arranging the butler and making provisions. This includes arranging the movements and lighting within the Manor, selecting tea and china, confirming how items you bring will be served, and securing an evening slot for a Night Stay — any preparation begun specifically for your day.
- Whether preparations have begun is not judged solely by whether items have been purchased. It includes the point at which the butler's time was secured and the Manor's setting and service began to be composed for your reservation. Where this affects the refund conditions, the butler will inform you based on what has been confirmed.
Article 5 Changes to guest numbers, hours or the chosen experience
- Partial cancellation — cancelling only part of a single reservation — is not accepted. If you wish to change the number of guests, the hours, whether a Night Stay is included or the experience you have chosen, the butler will confirm whether the original reservation can simply be amended or must be cancelled and re-booked.
- Where the number of guests decreases, the butler's arrangements and the Manor's setting may already be fixed. We do not undertake as a matter of course to refund the difference. Where the number increases, we will advise after checking the capacity — a maximum of six guests for ordinary use and one guest only for a Night Stay — and the state of preparations.
- If you wish to change the date or time, the cancellation rules for the original reservation apply as the reference. Without assuming the new date can be secured, please tell us your name, the date of your visit, your reservation number if known, and the change you would like.
Article 6 Where the visit cannot take place due to the Manor or force majeure
- If, for reasons on the Manor's side, we are unable to provide the butler service as reserved, the fee paid is refunded in full. If you wish, we will check availability and propose an alternative date.
- Where the visit cannot take place due to disaster, large-scale suspension of public transport or other force majeure, a full refund also applies. As the circumstances must be confirmed, we do not apply a blanket rule for mere delays or partial suspensions, but will hear your route and the conditions on the day before advising.
- If the butler due to serve you is unavoidably unable to attend, we first confirm whether a substitute butler can serve. Where the reservation cannot be fulfilled and the Manor must ask to cancel the visit, we respond under this article.
Article 7 How to notify a cancellation or change
- Please notify cancellations or changes through The Salon's enquiry and reservation form. Stating your name, the date of your visit, your reservation number if known, and the cancellation or change you wish to make allows us to confirm matters smoothly.
- After sending, please check the content of the automated reply. Submitting the form does not in itself confirm a refund; the arrangement is settled once the butler has confirmed the date, whether your butler has been assigned and whether preparations have begun, and has replied with the applicable conditions.
- To avoid crossed messages, please keep the automated reply until our response arrives. If your visit is close, use the same form and note at the top of your message that the date is approaching.
Article 8 Confirming refunds and payment details
- Where a full refund applies, we confirm the original method of payment before processing. Depending on the payment method, the time taken for the refund to appear may vary. The specific method and expected timing are advised individually after checking the reservation and payment status.
- Please do not write card details themselves in the enquiry form. What the butler needs is your name, the date of your visit, your reservation number if known, and the cancellation or change you wish to make. Should further confirmation regarding payment be required, we will advise a secure method in our reply.
Article 9 Members' use and reservation slots
- The cancellation conditions in this policy also apply to use of the Manor that a member has secured with their allotted hours. Hours and visits are upper limits; depending on the butlers' availability, a reservation may not be possible, in which case we will propose an alternative date.
- The treatment of hours for which the Manor was unable to accept a reservation differs from that of a confirmed reservation cancelled for your own reasons.
Article 10 Reviewing this policy
- Before requesting a reservation, please read this policy and the Terms of Use. Any questions may be raised through The Salon's enquiry form before payment.
- Matters not covered by this policy follow the Terms of Use and the individual guidance given at the time of booking. If you are unsure how individual guidance relates to this policy, please quote your reservation number if known and attach the guidance concerned when you contact us.
16 September 2026
Refund conditions depend on the 30-day point and the state of preparations
| When notice is given | Butler assignment / preparations | Refund |
|---|---|---|
| Earlier than 30 days before your visit | No butler assigned and preparations not begun | Full refund |
| Earlier than 30 days before your visit | After butler assignment or after preparations have begun | No refund |
| Within 30 days of your visit | Regardless of assignment or preparations | No refund; full fee charged |
| The Manor's circumstances or force majeure | Where the visit cannot take place | Full refund |
Partial cancellations are not accepted. If you wish to make a change, we confirm the conditions that apply to your current reservation.
What should I confirm before contacting you?
| Details identifying your reservation | Your name, the date of your visit and, if known, your reservation number |
|---|---|
| The procedure you wish for | Full cancellation, or a change to the date, time, number of guests, hours or chosen experience |
| What the butler will confirm | Whether your butler has been assigned, whether preparations have begun, and the refund conditions |
| Where to contact | The Salon's enquiry and reservation form |
From notifying a cancellation to receiving our reply
Check your reservation details
Have your name, the date of your visit and, if known, your reservation number to hand.
Set out what you wish to do
State whether you wish to cancel entirely or to change the date, time, number of guests or similar.
Send the form
Contact us through The Salon's enquiry and reservation form.
Keep the automated reply
Check the copy of what you sent and keep it until the butler's reply arrives.
Receive the applicable conditions
The butler confirms the date, butler assignment and preparation status, and advises you.
Eligible for a full refund
- Cancellation earlier than 30 days before your visit, with no butler assigned and preparations not begun
- Where, for reasons on the Manor's side, your visit cannot take place as reserved
- Where your visit cannot take place due to force majeure
Not eligible for a full refund
- Cancellation earlier than 30 days before your visit but after butler assignment or after preparations have begun
- Cancellation within 30 days of your visit
- Partial cancellation of only part of a reservation
What the butler confirms for each kind of change
I wish to change the date or time
We confirm the conditions applying to your current reservation, then availability on your preferred date.
Read more
I wish to change the number of guests
We confirm the limits — up to six guests for ordinary use, one guest only for a Night Stay — together with the butler's arrangements and the Manor's setting.
Read more
I wish to change how I spend my time
We confirm whether further preparation is needed and advise what can be accommodated.
Read moreQIf I cancel earlier than 30 days before, am I always refunded in full?
A full refund is made where no butler has been assigned and no preparations have begun at the Manor. Once your butler has been assigned or preparations have begun, no refund can be made even earlier than 30 days before.
QWhat does 'the start of preparations' mean?
It means we have begun arranging the butler and making provisions in response to your reservation. This includes beginning individual preparations for you, such as tea and china, lighting and the movements within the Manor.
QCan I simply reduce the number of guests?
Partial cancellations are not accepted. We treat it as a change to guest numbers and advise after confirming your current reservation, the butler's arrangements and the state of preparations.
QCan I move to another date?
We first confirm the cancellation conditions applying to your current reservation. We then check availability on your preferred date and advise if a suitable date is available.
QWhat happens if I fall ill?
This is treated as a cancellation for your own reasons, and the rules according to the time of notice, butler assignment and preparation status apply. Please let us know through the form as soon as you can.
QWhat happens if the Manor cannot host my visit?
The fee paid is refunded in full. If you wish, we will check availability and propose an alternative date.
You may also wish to read
For cancellations and changes, contact the butler with the date of your visit.
Please tell us your name, the date of your visit, your reservation number if known, and the procedure you wish for. The butler will confirm the reservation and preparation status and advise you.