Refund Policy

Refund Policy

Reserve Your Pass

Note: This Refund Policy shall not apply in case of damaged Products.

1 Requirements

The Exchange Orders will be available for a refund up to 12 months from the date when Exchange Order was printed (which is indicated on the same document), provided that Customer has submitted the necessary documentation and information requested by our Customer Service.

The refund request must be sent to Customer Service by email: [email protected] together with the following information (in order to correctly identify their Customer file, as well as for reasons of security and confidentiality of personal data):

  1. The same personal data provided in the Order/purchase form (i.e. contact email).
  2. The same Customer ID/Order Reference (reference provided to the Customer in the email confirming payment of our service fee).

Note: Customers must follow the instructions given by Customer Service. If the Customer does not comply with the provisions set in these Terms and Conditions and, specially, with the requirements contained in this section, the refund request cannot be processed.

2 Amounts

If the refund request meets the requirements explained in the above section and, therefore, it is approved, the amount to be reimbursed is as follows:

Exchange Orders (Japan Rail Pass / Regional Pass / E-Regional Pass)

  • If the Customer has received the Exchange Order and has not exchanged it → 85% of the Exchange Order price (handling charges will not be refunded).

Notes:

  • Customers that have purchased the Cancellation insurance may be eligible to receive a 100% refund of the Exchange Order price.
  • 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.
  • The Company is not responsible for the refusal of train station staff to exchange the Exchange Order for the Japan Rail Pass, as the conditions of sale and redemption are the responsibility of the Japan Railways Group.

 

3 Refund process

Requirements:

  1. Customers must contact our Customer Service, stating the reasons to receive a refund. See section 14 of these Terms and Conditions.
  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.
  3. In case of approval of the refund, the Customer will receive an informative email with the conditions so that the return can be made.

Japan Rail Pass/Regional Pass:

(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.

Remarks:

  • 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 after the date the refund request. This is the time Japan Railways Group (JR) needs to validate the Exchange Order was definitely unused, to which we need to abide as an 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.