TERMS AND CONDITIONS

Effective date: 11/01/2023 .

1. General

This website https://www.jrailpass.com (the “Website”) belongs to and is operated by (hereinafter, “the/our Company”, “we”), a private Company under Spanish laws and regulations, with VAT number , registered office at and contact email: info@jrailpass.com.

The Company is an authorized distributor of:

• Exchange Orders for Japan Rail Pass (a multipurpose ticket valid for travel on the main national JR trains in Japan) and a Regional Pass/E-Regional Pass (a multipurpose ticket valid for travel in a specific region of Japan, in both physical and electronic format).
• Other products such as Pocket Wifi and SIM cards to foreigners who plan to make a tourist trip to Japan.

Collectively referred to as “the Products”.

These Terms and Conditions establish the purchasing conditions of the Products offered on this website. The user of this website must be at least 16 years of age to register and use our services, or the higher age required in the territory from which they make their request, and failing that their parents or legal guardians must accept them on their behalf (the “User”). Those who fail to comply with this requirement will not be considered users, with the consequences that may arise therefrom. The acceptance of our Terms and Conditions by the user will be a first and indispensable step to purchase the Products. Said acceptance will be an express and clear statement by the user that they have read, understood and agreed to be bound by our Terms and Conditions. Therefore, we recommend the user to review these Terms and Conditions before purchase of the Products.

By purchasing any of the Products, the user automatically acquires the status of Customer (hereinafter, “You”, “the Customer”). The contract may be formalized, at your choice, in any of the languages in which the Terms and Conditions are available on this website, but the English version will prevail in case of any conflict or discrepancy between the different versions.

The Company reserves the right to update these Terms and Conditions, in accordance with new legislative and/or jurisprudential requirements and/or business needs or interests, at any time and without prior notice to the user and/or Customer. The updated version of these Terms and Conditions will be effective immediately, at the same time it is published on this website. These Terms and Conditions will always be available on this website, so that the interested person can consult them at all times.

For any doubt or question related to these Terms and Conditions you can contact us through our Customer Service contact email: info@jrailpass.com.

2. The products

3. Product request (purchasing process)

To place an order of one of our Products:

• You declare to be of legal age in accordance with the laws of your country and have the legal capacity to enter into contracts.
• Prior to placing the order of a Product, you must review the description and characteristics of the Product and any other condition that is communicated during the ordering process of the Product (including but not limited to, compliance with any other terms and conditions, rates, etc.) and be satisfied with them before ordering the Product. In case of conflict or contradiction, the descriptions and/or additional conditions that are informed during the ordering process of the Product will prevail over these Terms and Conditions. Therefore, the Customer must carefully read the descriptions and conditions applicable to each Product in addition to these Terms and Conditions, which will be deemed accepted at the time the Customer confirms the payment of the Product.
• During the purchasing process of our Products, you will have to provide the Company with the necessary personal data to correctly manage your Order. If you provide extra personal data than the ones expressly required, you are accepting the processing of it for the informed purpose for which he/she is sending it, in accordance with our Privacy Policy.

REMARKS:

• Japanese citizens who reside in Japan are not eligible to purchase a Japan Rail Pass Exchange Order through this website.
• Japanese citizens who reside permanently outside of Japan for at least 10 years, can get the Japan Rail Pass Exchange Order if certain requirements are met. However, the purchase cannot be made through this website. Please check our FAQS for further information in this regard.

IMPORTANT NOTES FOR ALL PRODUCTS:

• Data verification: When you place an order, for security reasons, we can carry out checks before confirming you the reception of your order by email. These checks may include, but are not limited to, control of transaction fraud, Customer creditworthiness, validity of the delivery address, etc.
• Product availability: If for any organizational and/or technical reason, we cannot provide you with the requested Product and/or we cannot provide the Product on the date desired by you, we will inform you of this circumstance by email and we will give you the option to agree on a new delivery date or cancel your order with the full refund of the price paid. In this sense, the Company will not be liable in the event of a force majeure circumstance preventing the delivery of products to the customer.
• The Company reserves the right to cancel an order at its sole discretion without giving reasons. Please see “Refusal of orders and terminations of the contract” and “Liability” sections of these Terms and Conditions for further information.

4. Cancellation insurance

As an ancillary service, the Company offers a Cancellation Insurance which allows the Customer to settle unexpected changes in connection with their trip to Japan.

To these effects:

• This Insurance is currently available for the Exchange Order of a Japan Rail Pass /Regional Pass/E-Regional Pass.
• The Cancellation and Modification Insurance is not applicable to Pocket Wifi, SIM card and eSIM.
• The Cancellation Insurance will be offered during the purchasing process.
• The validity of the Insurance is 30 calendar days from the date of purchase.

By contracting the Cancellation Insurance you will be entitled to the following:

• You can change the name of the holder of the Exchange Order at no cost.
• You can change the delivery address of the Exchange Order purchased at no cost.
• In case of a refund request of the Exchange Order purchased, you will receive a full (100%) refund for its value.

To request a change or a cancellation of your Exchange Order of a Japan Rail Pass /Regional Pass/E-Regional Pass, you must:

• Make a written request to our Customer Service by email: info@jrailpass.com, using the same email address indicated during the purchasing process.
• Provide your Order ID/Reference (number associated with your order and provided with your payment confirmation email) and full name and surname.
• Clearly indicate your request (changes to your Exchange Order or cancellation of your Exchange Order) and provide complete, accurate and updated information in order to assist you properly.
• The request must be submitted as soon as possible.

Note: In case that you chose to change your Exchange Order details, please submit your request as soon as possible providing all the above listed information, in order to make due changes and guarantee that you can receive the corresponding Exchange Order in time for your trip, so that you can duly exchange it for a Japan Rail Pass/Regional Pass/E-Regional Pass without any inconvenience.

IMPORTANT NOTES:

• The Cancellation Insurance cannot be executed if the Customer has exchanged the order of a Japan Rail Pass/Regional Pass/E-Regional Pass for an original ticket in the main travel stations and neither to Exchange Orders that have expired, lost or stolen and, in general, in an event beyond our reasonable control.
• Our Customer Service will ask you to send us back the original Exchange Order, before proceeding to manage the changes in the names of the holder of the Exchange Order, whose necessary shipping and handling costs shall be borne by the Customer to process their request. Changes will only be made to Orders that have not been exchanged for a Japan Rail Pass/Regional/E-Regional ticket.
• Only in cases where the Exchanger Order has not yet been sent to the Customer, you will be able to make changes to their original delivery address of the Exchange Order within the same country free of charge. This can be done by contacting our Customer Service.

Please see the “Shipping costs” section of this Terms and Conditions or “Delivery” section of our website for further information.

5. Price and payment of products

5.1. Product prices detail and currencies

• The price of our Products shown on this website include VAT and any other taxes that may apply on the date the order was placed; but exclude handling and Shipping costs. Please see “Applicable fees” on this section for further information.
• The total price of your order (price of product and, when applicable, the applicable fees and taxes borne by the Customer) will be shown on the final screen of the ordering process, so you can check the details of your order before confirming its payment.
• We offer the possibility of checking the price of our Products in different currencies. However, please note that if you choose a currency other than your local currency, your bank, credit/debit card Company or financial institution may charge you fees for buying the Products in a foreign currency. The Company will not be liable for any fees charged to you as it is a circumstance deslinked to us.

Important notes:

• From October 1st, 2023, the price of the Japan Rail Pass Exchange Orders will increase.
• Japan Rail Pass Exchange Orders placed after September 27, 2023, will be charged at the new price.
• Japan Rail Pass Exchange Orders placed before September 27, 2023 will remain valid, provided your arrival date in Japan is within the validity of your Exchange Order.
• A Japan Rail Pass Exchange Order is valid for 3 months from the date of issue. Therefore, before traveling, check that your Exchange Order is still valid on the date of your arrival in Japan. If your travel dates have changed and you need to modify them, we inform you that:
  1. If your new arrival date in Japan is within the validity of your Rail Pass Exchange Order, you can contact our Customer Service by Contact form or via email: info@jrailpass.com, in order to cancel the original Exchange Order and reissue it with the new arrival date. In this sense, please be informed that:
     • A new shipping fee for sending the reissued Japan Rail Pass Exchange Order will be charged.
     • The Company will not be liable if the Japan Rail Pass operator does not support a change of dates on the original Exchange Order and requires a new one to be purchased.
  2. If your new arrival date in Japan is after the expiration date of your Exchange Order, you will need a new order. The cost of the new order will be the one shown in this website when the price change takes place.
• The Cancellation Insurance offered by the Company and purchased before September 27, 2023 does not cover Japan Rail Pass Exchange Order price changes.

Do not hesitate to contact our Customer Service for any questions regarding your Japan Rail Pass Exchange Order/Regional/E-Regional ticket.

Our Company is an authorized distributor of “Japan Rail Pass” Exchange Orders. Japan Railways Group (JR) is the owner of the “Japan Rail Pass” tickets. Therefore, JR defines the conditions of sale of the Exchange Orders (e.g. prices, validity period, exchange terms), as well as changes and/or updates regarding these conditions. Our Company is therefore limited to following the guidelines and making changes to the conditions of sale of Exchange Orders as notified to it by Japan Railways Group.

5.2 Applicable fees

5.3 Method of payment

• You may use different types of debit or credit cards as a means of payment. The different payment methods we accept are indicated on our website.
• PayPal payment is only available when placing an order in EUR or USD currencies.
• Do not attempt to make a payment in a way other than those specified on our website. If you do, we will not be liable for loss of payment or any other damages that may arise from this action.
• You will need to enter your card number, expiry date and CVV code:
  • Your debit or credit card may be subject to checks and/or authorizations by the issuing bank. In case we are unable to process your payment due to it not being authorized by the issuing bank of your card (due to, e.g: financial problems, your card being blocked, declined and/or expiring), the Company reserves the right to not process your order. For any financial problems you might be experiencing, please contact your local bank. Please see “Refusal of orders and terminations of the contract” and “Liability” sections of these Terms and Conditions for further information.
  • The management of your Order will only take place if the payment of the Products purchased has been confirmed.

5.4 Payment

• You must pay the total price of your order at the end of the purchase process, after confirming that the Product is available. Customers cannot pay for their order at the time of delivery. The management of your order will not start until the payment of the Product has been confirmed.
• We will send the invoice of your order in the email confirming receipt of your order. At this point, the contract between you and the Company is considered formalized and these Terms and Conditions enter into force and are binding on you and our Company.

  In this sense, you expressly authorize us to issue the invoice in electronic format, although you can also contact our Customer Service by stating your desire to receive a paper invoice, in which case we will send it in this format to the postal address that you indicate to us.

• Please make sure that the debit/credit card used in the payment is yours or that you are the legitimate holder of it. By clicking on “Confirm payment” you are confirming that the debit or credit card is yours or that you are the legitimate holder of the card. Therefore, the Company will not assume any responsibility in case you are not the holder or legitimate holder of the card, since this circumstance is beyond our reasonable control. However, if necessary, the Company will provide appropriate cooperation to the Customer and/or law enforcement and/or judicial authorities, for the detection and/or investigation of the violation(s) or crime(s) involved and/or fraudulent operation(s) linked to the debit or credit card used to make payment of our fee (and if appropriate, supplement) services.
• In addition, we would appreciate it if the Customer notifies our Customer Service of any undue and/or fraudulent charge on the debit or credit card that the customer used to make the order payment, in order for the Company to make the arrangements it deems appropriate and/or provide assistance and/or cooperation within our reach.
• We have the maximum measures in place to ensure the reliability and security of communications and interactions between the Customer and this website in a completely secure manner. In this regard, please note that the card data is transmitted directly through a secure connection to the information systems of our payment service provider. Therefore, we do not have access to or store your complete credit or debit card data.

5.5 Order confirmation

Once the payment of your Order has been confirmed, an email confirming that your Order has been received correctly will be sent. At this point, a contract which contains these Terms and Conditions enters into force and is binding on you and our Company.

6. Merchant of records

The Company will make and manage the collection of the total price of your order and, where appropriate, refunds made and/or requested directly in its own name. Please see the “Refund Policy” section of these Terms and Conditions for further information.

Please be informed that the Merchant of Record is , a Company with TAX ID number inscribed in the , and registered office at and contact email info@jrailpass.com.

The Merchant of Record will make and manage the collection of the total costs of the Products and, where appropriate, refunds made and/or requested by the Customer.

The Merchant of Record has put in place the maximum measures to ensure the reliability and security of communications and interactions between the User and/or Customer and this website in a completely secure manner. In this regard, please note that the payment card data is transmitted directly through a secure connection to the information systems of our(s) payment service provider(s). Therefore, we do not have access to or store your complete payment card data.

The Merchant of Record will also issue the invoice for the charges made when required by the Customer to the Customer Service. The Customer expressly authorizes the Merchant of Record to send the invoice in an electronic format, although you can also indicate to our Customer Service your desire to receive a paper invoice, in which case we will send it in this format to the postal address that you indicate to us.

7. Product delivery

We ship our Products worldwide, except to countries where, due to exceptional circumstances beyond our control, our courier providers inform us that it is not possible to deliver our Products.

7.1 Delivery time

Japan Rail Pass and Regional Pass

Unless there are unforeseen or extraordinary circumstances, the standard delivery time of an Exchange Order of a Japan Rail Pass / Regional Pass is 72 business hours from the date in which our Company confirms to you its issuing by means of an email confirmation, not from the purchase date, but sometimes this standard period can be extended for various reasons. However, delivery in some regions of Australia, Brazil or New Zealand may take up to over 96 (96+) business hours.

The “date of issue” shall be deemed to be the day on which the Customer receives confirmation from the Company that the order has been shipped. As a general rule but not always (and without any commitment on the part of the Company in this respect), orders placed before 12:00 noon will be handled the same day, which does not necessarily imply that shipment will take place the same day. Orders placed after 12:00 noon will be handled the next business day, increasing your delivery time by 24 hours. We advise the Customer to process their orders, at least, ten (10) business days prior to the date of travel.

The Customer will receive an email containing the unique tracking number of their order. Via this number, the Customer will be able to track the progress of the shipment anytime.

To this regard, please note our Company only operates from Monday to Friday (weekends and holidays are not considered business days). It does not operate at weekends or on national (holidays). For these purposes, the applicable public holidays in Spain and Japan shall be taken into account.

Please note that this entire section does not apply to the Epic Japan Guide, as a link is immediately available to you in order to download this product in PDF format.

Pocket Wifi and SIM Card

When you order your Pocket WiFi and/or SIM Card online, you will be asked when and how you want it delivered. This means each Customer will be able to define the day he/she wishes to receive the device.

Please take note that the delivery of the Pocket WiFi will take up to 4 business days to be delivered in Japan, which means that the first available date in usual circumstances will be the date of the order + 4 business days.'

eSIM for Japan

You can activate your eSIM as soon as you receive your Shipping Confirmation by email. Once you’ve scanned the QR code and activated the eSIM, you have access to high-speed internet for 30 days.

7.2 Place and delivery conditions

• Japan Rail Pass and Regional Pass: The delivery place will be the one indicated by the Customer on the order form. In this sense, we offer the possibility to indicate the postal address of the Customer’s accommodation in Japan as a place of delivery.

Note: The Customer must indicate a valid delivery address, which means it is complete and exact information, in order to avoid future incidents and delays in the delivery of the order. Japanese airports and stations and Post Office boxes are not valid delivery addresses.

• Pocket WiFi and/or SIM Card: The delivery will take place solely within the territory of Japan and you will receive it at the designated pickup points as is. When processing your order, you may choose between Airport or Accommodation delivery, depending on the options available. Once chosen, you will be requested all the relevant details.

Note: Should any detail be incorrect, our local provider reserves the right of not shipping the device to the designated pick up point, after having tried to contact you and not having received a satisfactory reply.

Note: Customers are the sole responsible for providing correct details to ensure a successful delivery of the order.

Remarks:

• The Customer must contact our Customer Service (via info@jrailpass.com or through our Contact form) if:
  • You will not be at the place of delivery on the expected delivery date in order to arrange a new delivery address and/or day and to know more about possible additional costs.
  • You want to modify the delivery address, they must contact our Customer Service.
• The Company will not be liable for errors or damages caused in the delivery when the delivery address entered by the Customer does not exist, is incorrect or incomplete and/or when our Customer Service is not contacted for the reasons indicated above or any flight delays and/or cancellations that may lead Customers to be unable to pick up the device at the designated pick up point.
• The delivery is considered made from the moment in which the order has been made available to the Customer or a third party at the place of delivery indicated by the Customer; this will be considered final on the signing of the delivery documents of the courier service or the date of delivery registered by the courier at the place indicated by the Customer. We will not assume any responsibility if the Customer is not at the place of delivery and/or there is no other person who can take care of receiving his/her order.

From the moment the Products are made available to the Customer at the place of delivery, the Company shall not be liable for loss, theft or damage to the Products, when it cannot be demonstrated with evidence that they were damaged prior to delivery. Please see the “Liability” section of these Terms and Conditions for further information.

7.3 Delivery services

To deliver our Products, We use the express and secure services of:

• UPS. To check the delivery points, You can visit the following address https://www.ups.com/dropoff
• FedEx.

The deliveries are governed by the corresponding UPS and FedEx’s Terms and Conditions, with respect to which our Company has no responsibility or controllability. You must consult their respective website for further information regarding the delivery services.

Important notes for all Products:

• If you contact UPS and/or FedEx directly to modify the delivery address of your order, we may apply surcharges (for shipping costs) directly to the card you used to pay the order.
• Our Company together with UPS and/or FedEx will do our best to deliver your order within the standard delivery time. However, we will not assume any responsibility in the event that the delivery period is extended by circumstances totally beyond our reasonable control or that of UPS / FedEx.
• In the event that UPS and/or FedEx and/or cannot deliver the Customer’s Order, the Customer shall directly contact them, as well as proceed according to their internal policies. Therefore, the Company will not be held responsible for delivery failure. In this regard, please consult their official websites for further information. Likewise, note that in such a case, if the courier has to return the order to its original location, because of delivery failure, resulting in an additional cost, such cost will be deducted from the amount to be reimbursed and passed on to the Customer.

Please see the “Liability” section of these Terms and Conditions for further information.

8. Refusal of orders and termination of the contract

We explicitly reserve the right to refuse an Order and/or to terminate the contract with the Customer by written notification to you in the following situations:

• the Order is false or fraudulent;
• the Product is not available/in stock;
• the delivery address is not valid due to it being incorrect and/or incomplete;
• there was an obvious error in the prices and/or shipping or handling costs shown on this website;
• it was not possible to deliver the order to the address provided;
• the Customer is included in the database of breach of monetary obligations; or
• due to an event beyond our reasonable control. Please see the “Liability” section of these Terms and Conditions for further information.

In case of termination of the contract with the Customer, the responsibility of our Company will be limited to the return of the total amounts paid by you in regards to the contract terminated.

9. Return of defective products

If upon receipt of Pocket Wifi and/or your SIM card you detect that these do not work properly, you must contact the Customer Service immediately, indicating the product data as well as the damage it has suffered. Our Customer Service will give you the instructions to return the product. Alternatively you may contact our local supplier directly.

Our local supplier (Coocom) will proceed to carefully examine the case and we will notify you by email within a reasonable period of time if the refund or replacement of the product is appropriate (if applicable).

The amounts paid for returned Pocket Wifi and/or SIM card because of a fault or defect, when there are any, will be fully refunded, including delivery costs incurred to deliver the item and the costs you incurred to return it to our provider. The return will be made in the same means of payment that was used to pay your order.

If upon receiving your eSIM product you detect any issues with the functionality of the digital product, they must contact our customer support team. The provider will review the case and take the appropriate measures to resolve the problem.

10. Refund policy

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

10.1 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: refund@jrailpass.com 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):

(i) the same personal data provided in the Order/purchase form (i.e. contact email) and

(ii) 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.

10.2 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).

Note: Customers that have purchased the Cancellation insurance may be eligible to receive a 100% refund of the Exchange Order price. Customers that have purchased the Cancellation insurance may be

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.

Note: 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.

• Additional Products (SIM card, Pocket WiFI and Epic Japan Guide)
  • SIM Card:
    • Refund requests submitted before the SIM Card is shipped by our supplier (within 3 days) → you may be eligible for 85% of the SIM Card price (shipping and handling charges will not be refunded).
    • Refund requests after the SIM Card has been shipped by our supplier → No refund will be issued.
  • Pocket Wifi:
    • Refund requests submitted before the Pocket Wi-Fi is shipped by our supplier (within 3 days) → you may be eligible for 85% of the Pocket Wifi price (shipping and handling charges will not be refunded).
    • Refund requests submitted after the Pocket Wi-Fi has been shipped by our supplier (3 days before the initial of the rental period) → you may be eligible for the result of a 85% of the Pocket Wifi price minus a cancellation fee of 2,000 yen.
    • For refund requests once the rental period has started → No refund will be issued.
      Important notes about renting Pocket Wifi: Upon receiving your Pocket 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 business 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.
    • (Late returns or loss of items are calculated in Yen and will be invoiced in the currency of the purchase.)
  • Epic Japan Guide:
    • Once downloaded by the Customer it is not refundable.
  • eSIM for Japan:
    • Customers may request a refund of 85% of the purchase amount up until the moment the QR code is sent via email. Once the QR code has been issued and delivered to the customer’s email address, the purchase is not refundable.

10.3 Refund process

Requirements:

• Customers must contact our Customer Service, stating the reasons to receive a refund. See section 14 of these Terms and Conditions.
• 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.

Japan Rail Pass/Regional Pass: Return the Exchange Order of the Japan Rail Pass/Regional Pass to our offices *(a):

Telf: *(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.

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 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.

11. Liability

The Company’s responsibility is limited to the delivery of the Products to the Customer, in accordance with the conditions set forth on our website and/or in these Terms and Conditions.

Unless the law does contemplate otherwise, the Company and/or it(s) Provider(s) will not assume any responsibility in the following circumstances:

• The customer cannot modify the details of their Exchange Order, unless the Insurance is hired, once the order has been shipped.
• The Customer loses the redeemed Japan Rail Pass.
• The Customer loses the SIM card or it is stolen.
• The Customer loses the Pocket Wifi or it is stolen.
• The Customers return the Pocket Wifi and/or the SIM Card together with other Customer’s items (e.g: personal objects, money, identity documents (ID, passports), etc). No refund will be issued for missing personal belongings.
• Breach by the Customer of any police, customs or sanitary regulations, before and during the trip.
• If an event beyond our reasonable control takes place.

According to the above, an event beyond our reasonable control is an act or circumstance to which our Company has no dispositional power and that affects the delivery of our Products and/or the cancellation of your order, by way of example, customs inspections, strikes, blockades or other third-party industrial action, failure of public or private telecommunications network, fire, explosion, storm, flood, epidemics, etc.

If an event beyond our reasonable control takes place and it affects the fulfillment of our obligations under these Terms and Conditions, we will contact you as soon as reasonably possible to notify and agree with you:

• The setting of a new delivery date for the Product, after the Event Outside Our Control has ended.
• The cancellation of the contract with you if you do not want us to provide you with the Product. In this case, the provisions of the “Cancellation” and “Refund Policy” sections of these Terms and Conditions will apply.

12. Withdrawal right

The Customer has the right to cancel an order without giving any explanation. In accordance with the currently applicable laws and regulations to our Products and/or website, please be informed that:

You can exercise your right of withdrawal, free of charge, in the following cases:

• In case of the SIM card, sealed. A SIM card is a sealed product that once opened it will be considered used.
• In the case of the Pocket Wifi, unused.
• In the case of the eSIM. Once the QR code has been generated and sent to the customer, the purchase is considered final and cannot be withdrawn. The product may be refundable only before the QR code has been correctly delivered to the customer. This does not affect the customer’s right to contact us if the digital product is defective or not working properly.

In accordance with the exceptions established by the applicable laws and regulations in force, since an Exchange Order is a clearly personalized document, as it contains the personal data and information of the Customer and is generated exclusively for the Customer, the right of withdrawal is not applicable and therefore cannot be exercised by the Customer.

Once the download of the Epic Guide has started, you will not be able to return it, as it is a digital product (software), it is automatically consumed at the moment of downloading and installation on the user’s device.

For exercise the right of withdrawal, the Customer shall:

• Contact our Customer Service, by email: info@jrailpass.com or through our contact form, stating a clear and unambiguous statement of your decision of withdrawal within 14 calendar days from the date of receiving the Product(s).
• You must return the Pocket Wifi (as long as it is unused) and/or SIM card (as long as it is still sealed) to your GAC assigned pick-up point without undue delay and, in any case, within a maximum period of 14 days from the date on which our Customer Service confirms to you that we have received the withdrawal notice.

In the event that the right of withdrawal is deemed to be admissible:

• The Customer must bear the costs of returning the SIM Card and/or the Pocket Wifi to the offices and/or premises indicated by Customer Service.
• The Refund Policy of these Terms and Conditions will apply.

13. Technical means for correcting errors

This website offers the details of all the items that you have added to your “Shopping cart” during the Product ordering process, so that, before making the payment, you can modify the details of your order such as your personal identification data or delivery address.

If You (i) detect an error in your Exchange Order and/or regarding the payment made and/or (ii) You you have not received the payment confirmation email with the details of your order and/or (iii) You detect an error in our website, please contact our Customer Service via: info@jrailpass.com or by telephone: » Mon-Fri 8 am to 8 pm (GMT+1).

The Company makes its best efforts to ensure the availability of the website and the safe navigation of the User. However, access to the website may be punctually interrupted by maintenance tasks and/or the upload of updates of the content and/or products offered through it. Also, we cannot guarantee that the website will be maintained without interruptions, delays, errors or omissions for reasons beyond our control, as well as for possible damages that may be caused by third parties through illegitimate intrusion beyond our control.

14. Customer service

We have a Customer Service to facilitate communication between you and our Company. The communications with our Customer Service shall be made in writing via:

• Contact form
• email: info@jrailpass.com or
• telephone: » Mon-Fri 8 am to 8 pm (GMT+1).

Our Customer Service may require personal data and/or information regarding your Order to confirm that you are indeed our Customer and, also, to guarantee the confidentiality and security of your personal data.

Please be aware that phone calls to our Customer Service will be recorded for security purposes and to improve the quality of the telephone service, this being a standard practice in many companies. You will be duly informed that your call is being recorded and you will also have access to the information on how the Company processes the personal data required to you during the phone call for the purpose of verifying your identity as Customer in order to properly attend to your request. Please be informed that your call will only be recorded if you give us your express consent for it, which will be understood to be granted if you do not hang up and wait to be attended by a Customer service agent. If you do not want your call to be recorded, then you must hang up and not continue with your call and contact our Customer Service by email info@jrailpass.com. For further information regarding what we do with your personal data, please can consult our Privacy Policy.

With reference to the to above, it is important to note that depending on the type of request made by the Customer, it will usually be answered and/or resolved immediately in the course of the phone call, while others will require internal procedures, therefore the response to your request will be sent, for security reasons, to the contact email that the Customer provided when purchasing our Products and/or Services.

Be aware, we carefully process each individual question/email, so we will respond to you in the shortest time frame possible and, in any case, within the deadline established by the applicable laws and regulations.

We also inform you that you have the right to request an extrajudicial resolution of consumer disputes with us through the Internet address http://ec.europa.eu/consumers/odr.

15. Applicable law and jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the currently applicable Spanish laws and regulations.

In case of controversy or disagreement between the Customer and the Company arising from these Terms and Conditions, both parties agree to submit their resolution, at their free choice and expressly waiving any other jurisdiction to which they may be entitled, to the competent Courts and Tribunals of the place of residence of the Customer.

The nullity, total or partial, of any of the provisions of these Terms and Conditions, will not affect the validity of the other provisions.

The non-exercise by the Company of any right provided or derived from these Terms and Conditions shall not be construed, under any circumstances, as a waiver of said right, unless expressly and in writing waived by our Company or legal prescription of the action that in each case corresponds according to the applicable current legislation.