Keeping your train tickets is very important for any refund or modification, please keep them safe until your travels are over. We cannot guarantee a refund for any unexpected train delays or cancellations if you do not retain your tickets.
DELAYS
If your train is delayed for less than 2 hours, no refund or compensation can be claimed.
If your train is delayed for more than 2 hours:
- If you decide not to use your train tickets to travel to your destination, you can claim a full refund for them by sending an email to contact@japan-experience.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.
CANCELLATIONS
- If you decide not to use your train tickets to travel to your destination, you can claim a full refund for them by sending an email to contact@japan-experience.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.
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