FAQ
ABOUT MEMBER'S FUNCTION
Pre-arry: No. You will be unable to purchase any ticket on any restaurants we work with.
arry member: Yes. You can purchase tickets as long as your dining schedules do not clash
* You can only reserve the same restaurant once in every 3 months
If you are an approved pre-arry member, login to your account, select "Welcome”, select " Membership”, select "Extend Membership" under "arry" member and you will become an arry member after payment.
Membership approval by our administrator would take time and it would affect your chance in getting the ticket you want. If you pre-register as a pre-arry member, you can upgrade your membership anytime you like instantly.
Once your membership is approved, you are not allowed to change your name, email, username, birthday and profile picture. Please login and contact us if you need special assistance on this matter.
You can change your preferred name. Preferred name is how you would like us or the restaurant to call you.
You will need to become an arry member if you wish to receive email notifications before the released tickets. Or you could subscribe to our newsletter for free to receive informations and/or updates on monthly basis.
Your account will be banned without prior notice in the following circumstances:
ABOUT RESERVATION AND TICKETS
Ticket: You will be dining on your own or with another arry/free member, with no coordinator.
Event Ticket: You will be dining with a group of arry gourmet travellers at the restaurant or in a private room with a translation coordinator, an extra event fee would be involved other than the meal fee.
Resale Ticket: Tickets that are released by arry members who cannot make it to the reservation.
Each ticket includes the meal price with tax and service charge. You do not need to pay any tips. (If you would like to have extra order or pairing that is not stated on the ticket, you will need to pay the extra amount at the restaurant by cash)
You can purchase tickets for any restaurant as long as you did not have a reservation at that restaurant within 3 months and if your dining schedules do not clash (4 hours before and after a reservation made).
Unfortunately, we do not offer any dining dates other than the ones shown on our site.
After you have purchased a ticket, you will receive a receipt. You will then receive an e-ticket as a final confirmation a week prior to the dining date with restaurant access information, please bring the e-ticket with you for verification purpose.
As an arry member, you are not allowed to give away your tickets to your friend, as the restaurant will only allow the registered ticket holder to enter the restaurant.
Nevertheless, you could invite your friends to register as an arry or pre-arry member, and input their membership information when purchasing a group ticket, they will then be able to dine with you.
If a non-registered ticket holder attempted to enter the restaurant, we will remove the membership of the registered member without prior notice.
You can purchase any tickets until the day your membership expires. Even when your membership has expired, your reservation will still be valid. arry's terms and conditions will still apply even when your membership has expired.
ABOUT RESERVATION, TICKET RESALE AND CANCELLATION
No, every ticket transfer must take place through the resale function on arry's site.
If you have purchased a ticket but need to cancel the reservation, you can resell your tickets on arry site officially. Each member can resell up to 10 times per year.
Once you resell your ticket, your ticket will be considered as cancelled. If another arry member purchases your ticket, you will receive a partial refund 1 – 2 months after the resale transaction. If not, no refund will be made.
Please go to 'My Tickets' and select the ticket you would like to resell. Once you confirmed the resale, the tickets will be posted on the restaurants' 'Resale Ticket' page. You can check the resale status on your account.
If you are the buyer for a group ticket (2 person or more), you can resell your dining partner’s ticket. But the buyer could not resell his or her seat without resell all other seats purchased in the same order.
As we do not want to encourage our users to abuse the resale function, each member could make up to 10 resales per year. The more you resale, the lesser refund you would get for your next resale.
More than 7 days before the dining date: If it's a group ticket (≥ 2 pax), the buyer must be present for the meal. Therefore, if you can't make it, you will need to resell the group ticket on arry's website officially.
Less than 7 days before the dining date: You will need to cancel your group ticket. Please login and message us through 'Contact Us'. If you did not notify us about your cancellation, we will regard it as a 'no-show'. Any 'no-show' will affect your user credibility which will affect you in getting reservations in the future.
As we do not want to encourage our users to abuse the resale function, each member could make up to 10 resales per year. The more you resale, the lesser refund you would get for your next resale.
If you still have 7 days before the dining date
You are advised to use the 'Resale Ticket' function to make a cancellation, as you might be able to get a partial refund if your ticket is resold. If you wish to cancel your reservation anyways, please login and notify us through 'Contact Us'. For cancellation in such circumstances, you are not eligible for a refund. But we will not regard your reservation as a "no-show", so it would not affect your user credibility.
If you have less than 7 days before the dining date
You will not be able to resell your ticket, so please login and notify us through ‘Contact Us’ at least 2 days before the reservation date. For cancellation in such circumstances, you are not eligible for a refund. We will not regard your reservation as a "no-show" if you have contacted us, hence such cancellation will not be counted as a bad behavior count.
If you have made unreasonable purchases, such as purchasing and reselling tickets of the same time slot for numerous times, we will regard it as suspicious reselling/transferring activities. We will freeze the member’s account until we have finished the investigation.
If there are proofs of suspicious reselling or transferring activities, without prior notice, we will delete the member's account and cancel all reservations made under that account without refund.
ABOUT PAYMENT AND REFUND
arry uses PayPal or WeChat Pay as our payment gateways.
PayPal accepts major credit cards such as Visa, MasterCard, America Express, DinersClub, Union Pay and more. Please refer to Paypal’s site for more details.
All payments on arry are settled in Japanese Yen and the exchange rate is based on Paypal’s exchange rate of the day. (Extra charges might be applied by your credit card company for international purchases.)
WeChat pay is a payment solution integrated in China’s biggest social and messaging application of Tencent: WeChat.
* For more information on WeChat, please visit WeChat Help Centre
arry charges all transactions at a fixed exchange rate pre-determined by our system. The exchange rate is: 1JPY :0.069 RMB in June 2019.
For purchase you have made within 10 minutes, please go to 'Welcome' > 'My Checkout'.
For purchase you have made for more than 10 minutes, please go to 'Welcome' > 'Purchase History'.
If you took more than 10 minutes to purchase a ticket, the ticket will be released. Please make the purchase again.
On top of the ticket price, you will need to pay 5% for PayPal or WeChat handling fee.
If the restaurant cancelled the seats under special circumstances, we make a full refund to your Paypal account.
If you resold a ticket on our website, you will get a partial refund. The amount will be stated before you resell the ticket.
If the member could not resell the ticket on our website or need a cancellation, we will not offer any refund.
If you are a new arry member and did not make any reservation within 30 days, please email our administrator through ‘Contact Us’ and request to cancel your membership.
You can get a refund on the membership price, but the PayPal transaction fee involved will not be refunded. It would take about 1-2 months to get your refund.
If you have made any reservations under your account previously or notify us about the membership cancellation 30 days after the registration date, no refund will be granted.
ABOUT WEB FUNCTION
My Checkout: it shows your most recent pending payment
Purchase History: it shows all your purchase records including tickets and membership purchase
My Tickets: you can manage all your ticket purchase
If you have a pending payment, please check your record in 'My Checkout' or 'Purchase History'.
Please login and go to "My Subscriptions", check the restaurant that you wish to subscribe or unsubscribe.
ABOUT DINING
We do not include any wine pairing options/extra order service unless stated otherwise on our tickets. Please feel free to add extra order and pay the extra amount at the restaurant, but availability and price will not be guaranteed.
If the ticket holder is running late (an allowance of 15 minutes), the ticket holder must contact arry’s admin team 30 minutes before the reservation time. If not, such behaviour will be counted as a bad behavior. If an arry member has 2 bad behavior counts, his or her account will be banned without prior notice.
We do not offer any exchange on dining time slots. If you wish to dine at another time, please purchase a ticket again.
Since our system only allows an arry member or a pre-arry member to be a ticket holder, every member should have written their dietary restrictions in their profile. You can also state the request in ‘special request’ when purchasing a ticket.
If you have any other special request, such as birthday celebrations, anniversary, taxi service after meal, please fill in your request when you are purchasing the ticket. We will try our best to fulfill your need, but we cannot guarantee it.
Children aged below 16 will not be admitted to the restaurant. Your ticket will be regarded as cancel on spot if one of the dining party is under aged 16.
ABOUT MADO
MADO is a private, by-invitation gourmet club. The club members will meet regularly in some of the most secretive, exclusive restaurants in Tokyo. Nevertheless, Mado's dining schedule is not opened to public.
Mado membership is by-invitation only. Loyal platinum arry members will have a chance to receive an invitation.
If you would like to learn more about the membership, please join to be a pre-arry or arry member. Login and go to "Newsfeed", look for the article "About joining the MADO Club" for more information.
OTHERS
For arry members: Go to "Welcome" > "Contact Us", we will prioritise your enquiry.
For public: Please go to the bottom of the page and click "Contact Us" to send an enquiry.
For press or business inquiries: Please email info@arryjapan.com