Modification and Cancellation
Order cancellation
Customers have up to 3 working days prior to their departure date to cancel their train ticket orders as long as they have not scanned the corresponding QR code and exchanged for their physical train tickets. A 15% cancellation fee will be charged, and the QR code will be instantly deactivated upon order cancellation. Cancellation of only a portion of the booking is not possible.
For train ticket orders that have already had the corresponding QR code scanned and where the tickets have been received, or orders in less than 3 working days before departure, orders may be canceled at JR Station offices in the departure city up to 10 minutes before your train departure.
JR staff will refund you, in cash, in yen (¥):
Up to 2 days before departure: the price of the ticket minus 560¥ as cancellation fees.
From 1 day before to 10 min before departure: the price of the "normal fare" ticket minus 220¥ and 70% of the "limited express" ticket. To sum up, in that case, you will receive a cancellation refund of around 70% of your initial order, given that Japan Experience service fee and currency exchange rate difference cannot be refunded.
Past the day and time of departure, refunds cannot be issued, regardless if the corresponding QR code has been used or not, and regardless if customers have received their physical tickets or not. Note that, however, if you missed the departure train of the time, you can still board the next trains within the next hour, in non-reserved seats.
- If your train is delayed more than 2 hours, then:
If you decide not to use your train tickets to travel to your destination, you can claim a full refund for them by contacting us here or by email at contact@japanexperience.com with your order number and photos of all your tickets (if you have already used your QR code to print your tickets at the machine, if not, no photos are required)
If you were able to take your delayed train to your destination, you can go to the JR counter at your destination with your tickets and request a partial refund (around 85% of the initial ticket price, depending on the current exchange rate). The refund will be made in cash.
If you still plan to travel to your destination, you can go to a JR desk to modify your tickets free of charge. You can change your tickets to a train at a later time or date, but cannot claim for any compensation
- If your train is canceled, then:
If you decide not to use your train tickets to travel to your destination, you can claim a full refund for them by contacting us here or by email at contact@japanexperience.com with your order number and photos of all your tickets (if you have already used your QR code to print your tickets at the machine, if not, no photos are required)
If you still plan to travel to your destination, you can go to a JR desk to modify your tickets free of charge. You can change your tickets to a train at a later time or date, but cannot claim for any compensation.
These cancellation conditions still apply after one modification, according to the modification conditions below.
Order modification
If you want to modify:
- Departure time on the same day OR seat for another seat except luggage seat:
Japan Experience can modify one time, free of charge, your booking if the corresponding QR code has not been used AND if it is NOT within 3 working days of the departure date.
You will then be sent a new QR code to use at JR stations to exchange for your new tickets.
Otherwise, you will need to go to JR station machines to exchange your QR code to receive your tickets and then change the departure time at the same machine up to 10 minutes prior to your train departure.
You cannot modify the same ticket twice. For the second modification, the order will need to be canceled (check cancellation conditions) and then re-ordered with the new travel information.
- Departure date, route, seat for luggage seat, number of seats in the booking:
Japan Experience cannot modify your booking. You will need to go to JR station machines to exchange QR code to receive your tickets and change time at the same machine up to 10 minutes prior to departure. There may be a difference in fare to be paid on the spot.
You cannot modify the same ticket twice. For the second modification, the order will need to be canceled (check cancellation conditions) and then re-ordered with the new travel information.
