Matsuri | Experience Japanese Festivals & Events

Contact Us

If you have any questions, requests, or need assistance with Matsuri, please don't hesitate to reach out through the following channels.

We typically respond within 1–2 business days

+81-80-5060-5588

Weekdays 9:00–18:00 (JST)

How can I check my booking?
View your bookings in "Booking History" on your My Page. You also receive a confirmation email when a booking is completed.
Can I cancel a booking?
Cancellation follows the policy for each experience/event. You can initiate cancellation from the booking details on your My Page.
Can I modify a booking?
You will need to cancel and rebook. Changes may not be possible depending on availability.

What payment methods are available?
Credit cards (Visa, Mastercard, AMEX, etc. via Stripe), PayPal, and bank transfer.
Can I get a receipt?
Receipts can be downloaded from "Purchase History" on your My Page.
How are refunds processed?
Refunds are processed via the same method as payment. Credit card refunds may take 5–10 business days.

I forgot my password
Reset it at the password reset page.
I want to change my email
Update it in "Account Settings" on your My Page.
I want to delete my account
You can delete your account from in-app settings or the account deletion page on the website.

What should I bring?
Each experience page lists required items. Contact us if you have questions.
What happens if an event is cancelled due to weather?
You receive a full refund for organizer-initiated cancellations. Decisions are typically communicated by email the day before.
Are experiences available in my language?
Language support varies by experience. Check the details on each page.

Supported devices?
iPhone/iPad with iOS 15+, smartphones/tablets with Android 10+.
I'm not receiving notifications
Check that notifications are enabled for the Matsuri app in your device settings.

If your question is not answered above, please contact support@jonandcoo.org. We will do our best to respond promptly.