Cancellations and Refunds
The provisional schedule for cancelling a short stay, an extended stay or an add-on order, and how refunds are calculated and paid.
- Operator
- ONE WAVE合同会社
- Service
- WeLive
- Privacy and contact email
- contact@welive.world
- Version
- 2026-08-12-draft-1 · 2026-08-12
Provisional launch policy — subject to the specific booking or contract and to mandatory law. Draft dated 12 August 2026 and pending professional legal review.
This page sets out how cancellations and refunds are intended to work. The figures below are the provisional launch schedule. The policy version shown to you at the moment you booked is the one that applies to that booking, even if this page changes later.
Where this page, your booking confirmation, your signed extended-stay agreement and mandatory law differ, mandatory law prevails, then the signed agreement, then the confirmation, then this page.
1. Summary at a glance
| When you cancel | Accommodation charge | Cleaning and deposits |
|---|---|---|
| Short stay — 8 or more full days before check-in | 100% refundable | Cleaning charge refundable |
| Short stay — 4 to 7 full days before check-in | 50% refundable | Unused cleaning charge refundable |
| Short stay — 0 to 3 full days before check-in, or no-show | Non-refundable | Unused cleaning charge and unused refundable deposits refundable |
| Extended stay — before approval or before payment | No cancellation charge from WeLive | Anything paid is returned |
| Extended stay — after approval or payment, before the agreement takes effect | Refunded less lawful, disclosed and actually incurred costs | Deposits returned |
| Extended stay — after the agreement takes effect or after check-in | Governed by the signed agreement (draft notice period: 30 days) | Deposit reconciled after checkout and inspection |
| Add-ons — 48 hours or more before performance, before provider commitment | Full refund | Equipment deposits returned after inspection |
| Add-ons — less than 48 hours before performance | Only documented non-recoverable costs withheld | Equipment deposits returned after inspection |
2. Short stays (1–14 nights)
- Cancelling 8 or more full days before the scheduled check-in date: 100% of the accommodation charges and standard cleaning charges you have paid are refundable.
- Cancelling 4 to 7 full days before check-in: 50% of the accommodation charges paid are refundable, and any unused cleaning charge is refundable in full.
- Cancelling 0 to 3 full days before check-in, or not arriving: the accommodation charge is non-refundable, while any unused cleaning charge and any unused refundable deposit are refundable.
Where a third-party cost was disclosed to you as non-refundable before you paid, it may be deducted only if it was actually incurred, is lawful and was shown to you before purchase.
Date changes are subject to availability. If the price or the shape of the stay changes materially, the change may be handled as a cancellation of the original booking and a new booking, and this schedule then applies to the original booking.
3. Extended stays (15 nights – 2 years)
- Before owner approval, or before any payment has been taken: there is no cancellation charge from WeLive.
- After approval or payment but before the extended-stay agreement becomes effective: amounts paid are refunded, less only costs that are lawful, were clearly disclosed to you and were actually incurred.
- After the agreement becomes effective, or after check-in: the signed extended-stay agreement controls. The default notice period in the current draft is 30 days. Charges continue only up to the lawful effective termination date, subject to our duty to mitigate — for example by re-letting the room — and to mandatory law.
The deposit balance is returned after checkout, inspection and reconciliation, less documented unpaid charges and any loss or damage beyond ordinary wear. The configurable target for returning the balance is 30 days from checkout; that target is subject to final legal review and may be extended in a documented, exceptional dispute.
4. Add-ons, services and equipment
- Cancelling before the provider or inventory has been committed, and at least 48 hours before the scheduled performance: full refund.
- Cancelling less than 48 hours before performance: only documented, non-recoverable costs may be withheld, subject to the service-specific terms displayed at the point of order and to the applicable law.
- Services already performed or consumed, and minibar items already consumed, are not refundable unless they were defective, were misdescribed or a refund is otherwise required by law.
- Refundable equipment deposits are reconciled after the item is returned and inspected; any deduction is itemised with an explanation and supporting evidence.
5. If WeLive cancels
If we cancel, or cannot provide the room or service you booked, you receive a full refund for the portion we cannot provide.
Where your contract or the applicable law requires it, we will also provide reasonable re-accommodation or alternative assistance, or cover the reasonable costs involved.
6. How refunds are paid
Refunds are returned to the original payment method wherever the provider allows it. If that is impossible, we agree an alternative method with you.
Once we issue a refund, the time it takes to appear depends on the payment provider and your bank and is outside our direct control.
7. Mandatory consumer protection
No clause on this page may impose a cancellation charge greater than the average loss that is legally recoverable under Japanese consumer law, and any clause that would do so is reduced to the lawful amount.
Your mandatory rights as a consumer prevail over anything on this page.
8. How to request a cancellation or refund
You can request a cancellation from your guest dashboard, or by writing to contact@welive.world. Every request is timestamped and recorded with an audit reference.
The system calculates an estimate of the refund under the policy version attached to your booking. The estimate is not a final decision: disputed, exceptional or partially performed cases are approved by a person before any refund is issued, and we explain the outcome.
9. Policy versions
The operator maintains this schedule as versioned records with effective dates. Editing the schedule creates a new version rather than overwriting the previous one.
Existing bookings keep the policy version that was accepted at the time of booking, and you can revisit that exact version from your dashboard.