Contact

Contact channels

Intake and responses

We review your inquiry and reply. We do not guarantee 24-hour customer support or an immediate response to general inquiries. Payment and refund matters, and requests to exercise personal information rights, are handled according to their respective statutory deadlines and applicable policies. We will inform you if additional verification is needed or a delay occurs.

You can also make a request by email if you can't contact us in the app or your account deletion is on hold. If pending bookings, remaining booking packs, or unprocessed refunds need to be settled before account deletion, we'll explain which items need attention. A support request being received and an actual refund or deletion being completed are separate statuses.

Contact us safely

Do not send passwords, verification codes, national ID numbers, full passport copies, or full card numbers, expiry dates, or security codes. In screenshots, conceal booking numbers, companion information, and sensitive information except for the parts needed to identify the issue.

We will explain separately if an exceptional refund case requires bank account verification. The processing and retention of email inquiry information are Privacy Policyare governed by.

If you're asking about an external booking

First check the seller and payment recipient on your booking confirmation. For cancellations or changes to accommodation, tours, or tickets paid for on an external site, contacting that seller directly is the most direct option. Please also tell us about errors on TripNaru screens or during the connection process.

If you face an immediate threat to life or physical safety while abroad, contact local emergency services rather than waiting for customer support. In South Korea, call police 112 or ambulance 119; in Japan, call police 110 or ambulance 119.

Business information