Refund Policy

Refund policy for cancellations

At https://www.jrailpass.com/ we understand that unforeseen circumstances may arise that require the cancellation or modification of your reservation.

In this section we inform Customers of our Refund Policy. Please see the “Cancellation insurance” and the “Refund Policy for cancellations” sections of our Terms and Conditions for further information. In case of any contradictions, our Terms and Conditions shall prevail.

General Rules:

The Exchange Orders and the Additional Products will be available for a refund up to 11 months from the date of receipt of the payment confirmation email of your Order, provided that Customer has submitted the needed documentation and information requested by our Customer Service. The Company will evaluate your request and if it meets the requirements detailed in our Terms and Conditions, you will be entitled to receive a refund.

If you wish to request a refund please send us an e-mail to [email protected], including the same personal data provided in the purchase form and your ID/Order reference in order to identify your order. We are always welcoming Customer feedback and will be glad to learn your opinion regarding our services, as we are always looking to improve.

PLEASE REMEMBER that in order to request a refund you must comply with the conditions in this Refund Policy and our Terms and Conditions. Otherwise we will not be able to process your request.

Conditions applicable to the refund of Products:

The following special conditions shall apply to the refund for the products. All refunds will only be processed to the bank account the purchase was made with. In exceptional cases, if deemed necessary, the Company reserves the right to process refunds that may not meet the above requirements.

Important Note: In the event of Exchange Orders that have expired, have been exchanged, lost or stolen, and in an event beyond our reasonable control, no refunds will be provided, even if Cancellation Insurance has been purchased. It is important to note that handling fees will not be refunded, as they involve costs and resources utilized by the Company. Regarding shipping costs, a refund will only be issued if the package has not yet been dispatched and has not incurred any costs for the Company.

Exchange Orders (Japan Rail Pass, Regional Pass and E-Regional Pass):
- If the customer has received the exchange order but has not yet exchanged it, they may be eligible for an 85% refund of the exchange order price, corresponding to the tickets.
- Customers that have purchased the Cancellation insurance may be eligible to receive a 100% refund of the total Exchange Order price. The following conditions apply to Customers with Cancellation Insurance:
  - The Cancellation Insurance is conditional on the validity of the Order. Therefore the Customer will have to make sure that it is still valid at the time of their request.
  - The insurance is non-refundable, once the Customer has received the Exchange Order.
    
    Please see the “Cancellation insurance” section of our Terms and Conditions for further information.
Additional Products (SIM Card, Pocket Wifi and Epic Japan Guide):
- A. Cancellation of SIM Card:
  - The refund amount you receive for canceling the the SIM Card order is contingent upon the timing of the cancellation request by Customers:
    - For Cancellation requests before the SIM Card is shipped by our supplier (within 3 days), you may be eligible for a 85% refund.
      
      Note: After the SIM Card has been shipped, it is not subject to cancellation and therefore no refunds can be made.
- B. Cancellation of Pocket Wifi:
  - The refund amount you receive for canceling the the Pocket Wi-Fi order is contingent upon the timing of the cancellation request by Customers and the effective delivery in due time and form of all its elements:
    - For Cancellation requests before the Pocket Wi-Fi is shipped by our supplier (within 3 days), you may be eligible for a 85% refund.
    - For Cancellation requests after the Pocket Wi-Fi has been shipped by our supplier (after 3 days), you may be eligible for the result of a 85% refund minus a cancellation fee of 2,000 yen.
    - For Cancellation requests once the rental period has started (3 days or more), no refund will be made.
  - Upon receiving your Wi-Fi, you will be given a return envelope with the address. At the end of the rental period, please return all items in the envelope within 3 days. Late returns will incur a fee of 400 JPY/day compensation, without exceptions.
  - If you lose or damage one of the following items, the following loss fees will apply:
    - Case: 500 ¥
    - Charging cable: 1,000 ¥
    - Charger: 1,000 ¥
    - Pocket Wi-Fi: 20,000 ¥, imposed immediately
- C. The Epic Japan Guide, once available to the Customer, is not subject to cancellation and therefore not refundable.

Note: The shipping fee of delivering a Pocket Wifi and SIM card are included in the price of these products, however if you request a change of pick up point we will charge you an additional 2,000 JPY.

General Refund Process

Step 1: Customers must contact our Customer Service stating the reasons to receive a refund.

Step 2: Our Customer Service will review the reason for the Customer’s refund request and approve or deny the refund. In both cases the Customer will be informed of the outcome of their request. In case of approval of the refund, the Customer will receive an informative email with the conditions so that the return can be made.

Step 3 - When applicable: Return the Exchange Order of the Japan Rail Pass/ Regional Pass by postal mail to our offices *(a) to the following address:

JAPAN RAIL PASS

Tel: *(b)

*(a) You will bear the shipping costs of returning the Products. We recommend using a reliable service courier, such as UPS or FedEx, so you can track your shipment.

*(b) Should you need to call us, we are available from 8 am to 8 pm (GMT+1) on business days.

If the customer doesn’t send back the Exchange Order of his/her Japan Rail Pass /Regional Pass the refund will be processed in 6 months from the date of issuance of the Exchange Order. This is the time JR Group needs to validate the Exchange Order was definitely unused, to which we need to abide as official vendor.

Step 4: If Customers don’t send back the Exchange Order of their Japan Rail Pass/ Regional Pass the refund will be processed up to 6 months from the date of the Exchange Order refund request. This is the time the Company needs to validate the Exchange Order was definitely unused, to which we need to abide as official vendor.

The refund will always be made via the same payment method that you used to pay your order.

The refund will be processed within a maximum period of 6 months, from the approval date of your purchase.