FAQ(よくある質問)

FAQ

How to make a reservation for Labo Pass (Marugoto Passport)

How do I make a passport reservation?: Please click here for more information.
What is the Hokkaido Labo Pass (Marugoto Passport)?

Credit card payment only?: Passport reservations can only be made by credit card payment.

Can I buy a passport by phone?: The passport itself can only be purchased online.
User information, email address, and credit card information are required when making a reservation.

If I purchase a passport with a rental car, do I need to purchase the same passport for my companion?: Please book a passport without a rental car for your companion.
Please make a reservation for both.

Can I make an appointment on the same day?: Passports with car rental can be purchased up to three days in advance, retroactive to the date of use.
Passport without rental car can be purchased until the day of the tour.
However, you will need to make your own reservation for the advance reservation menu after purchasing your passport.
We recommend that you purchase and reserve your tickets as early as possible, as they may be full.

Is it possible to change the start date or period of use after purchasing the passport?: Please note that the start date and duration cannot be changed.
If you wish to change your reservation, please cancel it and make another reservation with your preferred conditions.
If you have any questions, please contact us.

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How many people can I purchase?: There are no restrictions on the passport itself.
※Please note that there may be a limit to the number of people who can participate in activities that require advance reservations after purchasing a passport.

Is there a child discount?: Not provided. Children 12 years old and younger must pay a fee at each facility.
※Passports are only available at the adult rate (ages 13 and up).

I would like to know more about the available, menus.: Please click here for more information.
Hokkaido Labo Pass (Marugoto Passport) Top Page

I don't know how to log in to My Page.: After purchasing your passport, we will send you an email with login information to your registered email address.
When logging in, reservation number and birthday must be entered.
Hokkaido Labo Pass (Marugoto Passport) My Page

I haven't received the email.: Please contact us at the following address so that we can confirm your registered email address.

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I forgot my reservation number.: Please contact us at the following form.

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I would like to change my membership information.: User information cannot be changed.
If you have registered incorrectly, please contact us at the following form.

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What do I need to bring?: When you present your ticket at the ticket presentation menu
⇒Please prepare a device such as a smartphone or tablet with internet access to open My Page locally.

When booking and using KAMUY LUMINA
⇒Please bring the email you receive after making a reservation.

Do I need to make a reservation?: １：Menu items that require advance reservations with the organizing company by the customer.
２：No reservation required menu
2 types of tickets are available. For more information, please log in to My Page and click on the "Open Ticket" button on the menu, then click on the "Notes" column on the page that appears.
In either case, you will need to present your ticket as payment on the day of the event.
In case of "1", please inform the staff at the time of reservation that you will be using the " Marugoto Passport".
The points to be used vary depending on the menu.
Please click here for details.
What is the Marugoto Passport?

I would like to change the date of use for the ticket presentation menu that requires advance reservation.: Please contact the organizer directly who made the reservation in advance.
※Please note that this may not be possible depending on availability.
In such cases, you may be asked to pay a cancellation fee if the cancellation is due to the schedule.

I would like to cancel a ticketed menu item that requires advance reservation.: Please contact the organizer directly who made the reservation in advance.
If there is a cancellation fee, please pay it directly to the organizing company.

I accidentally used a ticket from the ticket presentation menu. Can I use it again?: We apologize for the inconvenience.
Once a ticket has been used, it cannot be reinstated.

Do I need points for the ticket presentation menu?: Some menus require points.
If the name of the menu has "Use Points" at the beginning of it and at the beginning of the menu name, points must be used.

My child will be attending with me. How can I make a reservation?: Only adults need to use points to make a reservation. Children do not need to choose. Please pay 1,400 yen per person on site.

I made a reservation for the wrong date.: Please cancel your reservation from My Page and reschedule it for your desired date.

I want to cancel my passport.: If you wish to cancel your passport, please go to My Page.
Marugoto Passport My Page

Can I change my passport type after I make a reservation?: We apologize for the inconvenience.
It is not possible to change the type of passport after the reservation has been made.
Please cancel and re-schedule your appointment.
※Cancellation fees may already be incurred depending on the date of your use.

I want to cancel my points menu.: If you wish to cancel your points menu, please go to My Page.
Marugoto Passport My Page

What will happen to my refund?: In principle, refunds will be made to the credit card company used.
Please note that depending on the cut-off date of your credit card, the refund may be made in the following month.
After you cancel, there is no need to contact us for a refund.

How long does it take to get a refund after I cancel?: The refund will be sent to the credit card company you used.
Please note that depending on the cut-off date of your credit card, the refund may be made in the following month.

Will there be a cancellation fee?: 【Marugoto Passport】
, the cancellation fee will be charged as specified.

【KAMUY LUMINA】
, cancellation points will be charged as specified.

Can I get a receipt?: Please contact us at the below.
We will send you a PDF file via email as soon as we receive your contact information.

Contact Form

I made a mistake and cancelled my reservation. Is it possible to undo the reservation?: We are sorry, but we are unable to return the Marugoto Passport.
Please make a reservation again.

How to inquire about the Marugoto Passport.: Please contact the following

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