Due to the restrictions associated with the COVID-19 outbreak, orders containing a JR Pass might experience temporary delivery delays of up to 5 business days. We are working hard to get your tickets to you on time.
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.
If you wish to receive a refund, please email us at the following email: firstname.lastname@example.org, 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.
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:
Avenida Maresme 44-46 2a 26
Telf: +34 935478866 *(b)
Our Customer Service department will process the refund, once the tickets have been received and all the requirements have been met.
Should you need to call us, we are available from 8 am to 5 pm (GMT+1) on business days.
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.
Following are the Refund conditions after purchasing the Insurance:
The reimbursement policy with insurance is only applicable to the customers who purchased the Cancellation Insurance and the Cancellation + Modification Insurance.
The Customer Service Department 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, the refund will processed in 6 months' time.
Important note: The refund will only be processed to the bank account the purchase was made with.
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: 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.
If you cancel your Pocket Wi-Fi order, the amount you receive as a refund depends on when you cancel.
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.
Under no circumstances will additional charges be reimbursed if you request a refund of your order.
These charges include the fee for the ‘Epic Japan Guide’, any other extra charges you have paid, and the compulsory administration fee.