Need Help? Let's Sort It Out.

Whether you have a question before booking, need help managing an existing reservation, or just want to know which ticket suits your day — our support team is here for you. We handle every question placed through our website, with no runaround and no bouncing between departments.

We cannot change bookings made on Klook, GetYourGuide or Viator. Use the app or website shown in your confirmation email:

• Klook:My Bookings in the app or klook.com
• GetYourGuide:Bookings in the app or getyourguide.com
• Viator:Manage my booking on viator.com

• Each experience page on this site summarises that product's cancellation and reschedule policy before you click through.

Refunds and cancellations are processed by the partner where you paid — not by Shibuya Sky Tours. Policies differ by product; for example, Shibuya Sky on Klook allows free cancellation before 23:59 (GMT+9) one day before entry, while most GetYourGuide walking tours allow free cancellation up to 24 hours before start.

See our cancellation & refunds page for a full overview.

What should I wear?

Casual, comfortable layers. The open rooftop at Shibuya Sky is windier and cooler than street level even in summer, so bring a light jacket. Walking tours and go-karts need closed-toe shoes you can stay in for a couple of hours.

Where do I park?

Do not drive. Shibuya Scramble Square sits directly on top of Shibuya Station and the streets around it are the wrong place to be in a car. The station is served by the JR Yamanote and Saikyo lines, the Ginza, Hanzomon and Fukutoshin subways, and the Keio Inokashira and Tokyu lines — and the building connects to the concourse, so you never go outside.

Are experiences suitable for children and visitors with mobility needs?

Shibuya Sky is reachable by elevator to the 14th-floor gate and indoor gallery, though the rooftop has stairs and mesh surfaces. Go-kart tours have age, height and licence rules. Walking tours cover 2–3 km on pavement. Tell us about strollers or mobility needs before you book and we will point you to the right product.

Do I need a passport?

Not for Shibuya Sky itself — just your mobile voucher at the 14F gate. Street go-kart operators require your passport and International Driving Permit at check-in. For entering Japan, follow whatever documents your nationality requires.

What happens if Shibuya Sky closes the rooftop for weather?

The open-air Sky Stage shuts for rain, high wind or lightning. The indoor Sky Gallery stays open and your ticket remains valid — you still get the view through glass. Rooftop closures are not automatic refunds; change your date on the partner site before you travel if the forecast is solid rain and the roof is why you are going.

Questions about entry times, accessibility, or group bookings for 20 or more? Send the details and we will come back to you with options.