Terms of Service

Agreement to Terms

By accessing and using the citrexium.com website and making reservation inquiries, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our website or services.

Reservation Policy

Booking Process

All reservations made through our website, Stay Planner, or contact form are treated as reservation inquiries. A booking is confirmed only after you receive written confirmation from our reservations team via email, along with payment details. We reserve the right to decline reservations based on availability.

Check-In and Check-Out

• Check-in time: 3:00 PM – 6:00 PM (please notify us of late arrivals)
• Check-out time: by 11:00 AM
• Early check-in or late check-out may be available upon request and subject to availability
• Valid identification (passport for international guests) is required at check-in per Japanese law

Pricing

All prices displayed on our website are per room per night and include tax and service charges unless otherwise stated. Prices for experiences and dining packages are per person unless indicated otherwise. We reserve the right to adjust pricing; however, confirmed reservations will be honored at the quoted rate.

Cancellation Policy

We understand plans can change. Our cancellation policy is as follows:

• 14+ days before arrival: Full refund of any deposit paid
• 7–13 days before arrival: 50% of the first night's rate charged
• 3–6 days before arrival: 80% of the first night's rate charged
• Less than 3 days or no-show: Full first night's rate charged

During peak seasons (cherry blossom season: late March to mid-April; autumn foliage: late October to mid-November; New Year: December 28 to January 3), cancellation fees may apply from 21 days prior to arrival. Details will be provided at the time of booking confirmation.

House Rules

To ensure a tranquil experience for all guests, we kindly ask that you observe the following:

• Please remove shoes at the entrance and use the provided slippers within the ryokan
• Quiet hours are observed from 10:00 PM to 7:00 AM in all common areas
• Smoking is prohibited in all indoor areas. A designated outdoor smoking area is available
• Please bathe and rinse thoroughly before entering any onsen or shared bath
• Tattoos: We welcome all guests. Guests with tattoos may use our private kashikiri baths for a comfortable bathing experience
• Photography of other guests in bathing areas is strictly prohibited
• Children must be accompanied by an adult in onsen areas at all times
• Meals are served at designated times; please inform us of any late arrivals

Dietary Requirements

Our kaiseki cuisine can accommodate vegetarian, vegan, halal, gluten-free, and common allergy requirements with advance notice of at least 48 hours. Please inform us of any dietary needs at the time of booking or no later than two days before arrival.

Accessibility

We are committed to providing accessible accommodations for guests with mobility requirements. Accessible rooms, barrier-free pathways, and elevator access are available. Please inform us of specific needs at the time of booking so we can prepare appropriately.

Liability

While we take every precaution to ensure the safety and comfort of our guests, citrexium.com shall not be held liable for:

• Loss, theft, or damage to personal belongings left in rooms or common areas
• Injuries sustained from improper use of onsen facilities or failure to follow posted guidelines
• Disruptions caused by natural events, including earthquakes, typhoons, or volcanic activity
• Changes to activities or events due to weather conditions

Intellectual Property

All content on the citrexium.com website, including text, images, graphics, logos, and design elements, is the property of citrexium.com and is protected by applicable copyright and trademark laws. Unauthorized use, reproduction, or distribution of this content is prohibited without prior written consent.

Website Use

You agree to use our website only for lawful purposes and in a manner that does not infringe upon the rights of others or restrict their use of the website. You may not attempt to gain unauthorized access to any part of the website, our servers, or any connected databases.

Governing Law

These Terms of Service are governed by and construed in accordance with the laws of Japan. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Kanagawa Prefecture, Japan.

Changes to Terms

We may revise these Terms of Service at any time by updating this page. The revised version will be effective upon posting. Continued use of our website or services after changes constitutes acceptance of the revised terms.

Contact Us

For questions about these Terms of Service, please contact us:

• Email: info@citrexium.com
• Phone: +81-460-85-XXXX
• Address: 123 Yumoto, Hakone-machi, Ashigarashimo-gun, Kanagawa 250-0311, Japan