Refund Policy

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Japan Rail Pass Refund Policy

The Japan Exchange Order will be available for a refund up to 15 days after the purchase has been made, with a 15% penalty fee. This means that you will be charged 15% of the total price and receive back 85% of the amount paid.

General Rules:

If you wish to receive a refund, please email us at the following email: refund@jrailpass.com, stating the reasons for making this decision. We are always welcoming customer feedback and will be glad to learn your opinion regarding our services, as we are always looking to improve.

Important note: The following content refers to our Refund Policy with no Cancellation and Modification Insurance purchased:

If you wish to receive a refund, you must comply with the following Refund Requirements:

  • The client will receive 85% back of the total ticket’s amount paid.
  • No refund will be made later than 15 days after the purchase of the JR Exchange Order has been made.
  • No refund will be made for JR Passes, that have already been exchanged in any of the Japanese exchange offices.
  • No refund will be made available for lost or stolen Passes, after they have been received by the client.
  • No refund will be made available for expired or used Passes.

The Customer Service Department of Japan Rail Pass S.L. reserves the right to process refunds that do not meet the above-mentioned requirements in extreme cases, if seen necessary.

Product Returns

The Japan Rail Exchange Order refund process:

Following is a description of the steps, which need to be taken if you wish to receive a refund for the Japan Rail Exchange Order:

  1. The client must send an email to refund@jrailpass.com, stating the reason for the request.
  2. After reviewing the reason for the refund, our Customer Service department will respond to the email and authorise the beginning of the process as long as the request is in accordance with the points stated above.
  3. The client must send the Exchange Order back to our offices to the following direction*(a):


    Granland Building
    Avenida Maresme 44-46 2a 26
    Badalona 08918
    Barcelona, Spain
    Telf: +34 93 4989620

  4. Our Customer Service department will process the refund, once the tickets have been received and all the requirements have been met.

*(a) You will be responsible for the Exchange Order until it has been received by us. This means that you will be liable for any damages caused to it during the shipping process. We recommend using a trusted mail company, such as UPS or FedEx, so that you are able to follow the shipping.

Please, remember that if the return process does not adhere to the rules, specified above and within our Refund Policy section, you will not receive any refund.

The Cancellation and Modifications Insurance refund process:

  • A refund on the Cancellation and Modification Insurance will only be processed if the order has not been sent out.
  • A refund on the Cancellation and Modification Insurance will only be processed if the request was sent up to 24h after placing the order on this website.
  • Japan Rail Pass, S.L. preserves the right to cancel the Cancellation and Modification Insurance.

The Japan Rail Exchange Order (with the Insurance purchased):

Following are the Refund conditions after purchasing the Insurance:

  • The client will receive a 100% refund on the overall price of the purchased tickets
  • No refund can be requested 30 days after the purchased has been made
  • Wait for an email, confirming we have received your tickets
  • No refund will be processed for already exchanged tickets
  • No refund will be processed for expired or used tickets
  • The insurance will not be refundable, once the order has been received

The Customer Service Department of Japan Rail Pass S.L. reserves the right to process refunds that do not meet the above-mentioned requirements in extreme cases, if seen necessary.

If the client doesn't send back the tickets, as described above, Japan Rail Pass S.L. will process the refund in 6 months' time.

Important note: The refund will only be processed to the bank account the purchase was made with.

The Pocket Wi-Fi

Upon receiving your Pocket Wi-Fi, you will get a return envelope with the return address written on it. Once your rental period comes to the due, all rental items: Pocket Wi-Fi, Charging Cable, Adapter, and Battery MUST be placed into the return envelope and dropped at any mailbox in Japan.

A 3-day grace period will be yielded in the return process since the return package usually takes from 1 up to 3 days to get to our offices, depending on the location where you post the return package. In case the device does not get back to us within the grace period, we will consider this as late return, and a late return fee will be imposed.

Please be informed that:

400 JPY/day late return compensation will be imposed without exceptions. In case you lose one of the items that come with Pocket Wi-Fi, here is the list of the lost fee:

Case: 1,500 ¥
Charging cable: 1,000 ¥
Charger: 1,000 ¥

In case of Lost or Damage of Pocket Wi-Fi, 20,000 ¥ penalty fee will be imposed immediately.

In case the rental item has already been shipped out, 1000-yen cancellation fee will be imposed without any exceptions, including but not limited to a circumstance that Customer is not able retrieve the package. The price after subtracting 1000 yen and the 15% penalty fee of the total amount, will be refunded to Customer.

The SIM Card

Your SIM Card will be shipped directly to Japan and you will receive it at the designated pickup points as if the Pocket Wi-Fi device. No refund for the SIM Card can be made, once it has been shipped.

You will be charged with the full price of the product at the moment of placing your order. Once done using the SIM, please dispose of it at the appropriate bin. There is no need to return it.

No refunds can be made, once the product has been shipped.

Please, remember that we charge you for all the products once the order has been placed, and NOT when you receive it. Upon receiving the products, you will have had already made the payment.