Terms & Conditions
JRailPass.com

Terms and conditions

Effective date: May 2020.
1. General

Japan Rail Pass brand logo (hereinafter, "the/our company") is a private company under Spanish laws and regulations, with VAT number B66394073 and its registered office at Japan Rail Pass litoral addressJapan Rail Pass litoral address and contact email: info@jrailpass.com

Japan Rail Pass brand logo is an official vendor of Japan Rail Pass tickets (a multipurpose discount ticket, valid for travel on all national JR trains in Japan) and other additional services (such as Pocket WiFi and SIM cards) to foreigners who plan to make a tourist trip to Japan. Hereinafter, individually referred to as "Japan Rail Pass", "Pocket WiFi", "SIM card" or collectively referred to as "the Products".

The user acknowledges that during the purchasing process of our Products, he/she will have to provide the Company with the necessary personal data to correctly manage his/her order. If the user provides more personal data than the ones expressly required, he/she is accepting the processing of it for the purpose for which he/she is sending it, in accordance with our Privacy Policy.

These Terms and Conditions establish the purchasing conditions of the Products offered on this website. The user understands and accepts that, by purchasing any of our Products, he/she automatically acquires the status of customer and is bound by these Terms and Conditions. Hereinafter, referred to as "you", "the customer".

The acceptance of our Terms and Conditions will be a first and indispensable step to purchase of the Products. Said acceptance will be an express and clear statement by the user that he/she has 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.

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.

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 wording will prevail in case of discrepancy between the different versions.

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


2. The products
Japan Rail Pass (and Green Pass)

All references to Japan Rail Pass in this document will be understood to be also made and, therefore, applicable to the Green Pass.

Please note that you must purchase an adult Japan Rail Pass exchange order for children who are 12 or older. Only children under 12 can buy one for children.

Guide

During the order process of Japan Rail Pass, the customer has the option of acquiring a travel guide in Japan. The guide, which is only available in English, will be sent by email to the customer in electronic format (PDF) and its cost is non-refundable.

Pocket WiFi & SIM cards

Pocket WiFi and SIM Card are both connectivity devices that will supply you with Internet access during your desired time period and only while you are in Japan.


3. Product request

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, and be a consumer.

The customer, prior to placing the order of the Product of their interest, 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 term 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.

Japan Rail Pass

To order a Japan Rail Pass, you must follow the steps below:

Please note that:

Once the payment of the order has been authorized and confirmed, you will receive an email confirming the reception of your order with the details of it. We will also inform you by email when (i) your order is being processed and (ii) when your voucher has been sent to the destination selected by you: your postal address or your hotel in Japan.

Since the validity of a Japan Rail Pass exchange order is 3 months from its date of issue, the customer may request that our Customer Service team postpones the date of dispatch of the order, so that it is valid for his/her trip to Japan.

Pocket WiFi

To order a Pocket WiFi you must follow the steps below:

SIM Card

To order a SIM card you must follow the steps below:

Important notes for all Products:

Please see "Refusal of orders and terminations of the contract" and "Liability" sections of these Terms and Conditions for further information.


4. Cancellation and modification insurance
Japan Rail Pass

The Company offers the customer the option to contract Cancellation and Modification Insurance that covers unexpected changes that the customer needs to make regarding his/her exchange order of Japan Rail Pass, such as:

The customer who purchases the Cancellation and Modification Insurance and requests a refund for not being satisfied with our Products, will receive a 100% refund of the total amount paid for his/her tickets.

The Cancellation and Modification Insurance will be offered to the customer when making the order and before confirming the payment of it.

Request a change:

If a customer wants to make changes to his/her exchange order of a Japan Rail Pass, they must:

Important notes:

Please see the "Shipping fees" section of this Terms and Conditions or "Delivery" section of our website for further information.

Pocket WiFi and SIM Card

The Cancellation and Modification Insurance does not cover Pocket WiFi and SIM card.


5. Price and payment of products

Once all the steps of the Product ordering process have been completed, it will be added to your "Shopping cart" and the next step will be to pay for your order. Please, review all the details of your order before confirming the payment of it.

Prices 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 shipping fees. Please see "Shipping fees" on this section for further information.

Prices may change from time to time, but the changes will not affect customers who have received the confirmation that we have received his/her order.

We offer the possibility of checking the price of our Products in different currencies, according to the exchange rate applicable on the date you make the query. However, please note that if you choose a currency other than your local currency, the bank issuing your debit or credit card may apply a different exchange rate, which is beyond our control.

The total price of your order (price of product and, when applicable, shipping costs) will be shown on the final screen of the ordering process, so you can check the details of your order before confirming its payment.

Shipping fees
Japan Rail Pass

The exact shipping fee of your exchange order will depend on the country where your order is delivered.

Free shipping applies to orders with certain conditions. The free shipping option is only valid with purchases made with over 600 USD of the overall price of the products, when shipped to certain countries. If you have made a purchase of 582 USD and your original shipping costs are 30 USD, a total of 612 USD, this order will not qualify. Your total product price must be over 600 USD, without the delivery prices.

Free shipping applies to the following countries:

All other countries are eligible for a discount of up to 50% on their shipping cost if meeting the 600 USD cart requirement explained above.

Pocket WiFi & SIM card

The shipping fee of delivery of Pocket WiFi and SIM card are included in the price of these products, however if you request a change of pick up point we will charge you an additional 1,000 JPY.

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.

The management of your order will only take place if the payment of it has been confirmed.

In case we are unable to process your payment or your card has been blocked/declined/expired, we will be unable to proceed with the dispatch of the required products. For any financial problems you might be experiencing, please contact your local bank.

Payment

You must pay the total price of your order at the time you confirm it. Customers are not allowed to pay for their order at the time of delivery. The management of your order will not start until payment has been confirmed.

We will send the invoice of your order in the email confirming receipt of your order. In this sense, you expressly authorize us to issue the invoice in electronic format, although you can also contact our Customer Service team 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.

We would appreciate it if the customer notifies our Customer Service team 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.

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.

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.

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.

Order confirmation

Once the payment of your order has been confirmed, we will send you an email confirming that your order has been received correctly and its management has begun. At this point, a contract which contains these Terms and Conditions enters into force and is binding on you and our company.


6. 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 detect an error in your order on the payment that has been made, you must contact our Customer Service team via: info@jrailpass.com.


7. 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,

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.


8. Product delivery

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

Delivery time
Japan Rail Pass

Unless there are unforeseen or extraordinary circumstances, the standard delivery time of an order of a Japan Rail Pass is two (2) business days from the date it is issued. To this regard, please note our company only operates from Monday to Friday. It does not operate at weekends or on national holidays.

The estimated maximum delivery time is 72 business hours. However, delivering to some Australian, Brazilian or New Zealand regions can take up to 96 business hours.

The customer will receive an email containing the unique tracking number of his/her order. Via this number, the customer will be able to track the progress of the shipment anytime.

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 they wish to receive their 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 days.

Place and delivery conditions
Japan Rail 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 hotel in Japan as a place of delivery. Japanese airports and stations are not valid delivery addresses.

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.

In the event that the customer, after making the payment of the order, would like to modify the delivery address, he/she must contact our Customer Service team.

The customer must also contact our Customer Service team if, for any reason, he/she 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.

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 team is not contacted for the reasons indicated above.

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. 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.

The risk of the Japan Rail Pass (among others, loss, impairment or theft) will be transmitted to the customer from the moment that it has been made available to him/her at the place of delivery.

Pocket WiFi and SIM card

Your Pocket WiFi and/or SIM Card will be shipped directly to Japan and you will receive it at the designated pickup points as if the Pocket WiFi device.

When processing your order, you may choose between Airport or Hotel delivery. Once chosen, you will be requested all the relevant details.

Customers are responsible for providing correct details to ensure a successful delivery of the order. 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 them and not having received a satisfactory reply.

In the event that the customer, after making the payment of the order, would like to modify the pick up point, he/she must contact our Customer Service team.

The customer must also contact our Customer Service team if, for any reason, he/she will not be able to reach the pick up point in the designated delivery date in order to arrange a new delivery address and/or day and to know more about possible additional costs.

The company will not be liable for 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 risk of the Pocket WiFi and the SIM Card (among others, loss, impairment or theft) will be transmitted to the customer from the moment that it has been made available to him/her at the place of delivery.

Delivery services

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/?loc=es_ES.

Moreover, we also use the express and secure services of FedEx and Nacex to deliver our Products.

The deliveries are governed by the corresponding UPS, FedEx and Nacex Terms and Conditions, with respect to which our company has no responsibility or controllability.

Important notes for all Products:
Please see the “Liability” section of these Terms and Conditions for further information.

9. Cancellations

If you wish to cancel your order you must contact our Customer Service team: info@jrailpass.com.

The conditions of cancellation will depend on the Product you have ordered and whether the order has already been sent or not to our courier service.

Japan Rail Pass

A Japan Rail Pass order can be CANCELLED only in the event that:

To have their order cancelled, customers will need to reach our Customer Service team.

Pocket WiFi and SIM Card

If you cancel your Pocket WiFi and/or SIM Card order, the amount you receive as a refund depends on when you cancel:


10. Returns
Japan Rail Pass

The risk of the Japan Rail Pass (among others, loss, impairment or theft) will be transmitted to the customer from the moment that it has been made available to him/her at the place of delivery. Therefore, it is not necessary to return either the exchange order or the Japan Rail Pass ticket.

Pocket WiFi

Upon receiving your Pocket WiFi, you will get a return envelope with the return address written on it. Once your rental period reaches its return date, all rental items: Pocket WiFi, 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 the case that 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:

In case of a Lost or Damage of Pocket WiFi, a 20,000 ¥ penalty fee will be imposed immediately.

SIM card

Once used using the SIM, please dispose of the card in the appropriate bin. There is no need to return it.


11. Returns of defective products
Pocket WiFi & SIM card

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 team immediately, indicating the product data as well as the damage it has suffered. Our Customer Service team will give you the instructions to return the product. Alternatively you may contact our local supplier directly.

Our local supplier (GAC) 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.


12. Withdrawal right

You have the right to withdraw from this contract within 14 calendar days without justification.You must contact our Customer Service team, by email: info@jrailpass.com or through the contact form available on our website, and communicate your decision to exercise your withdrawal rights. You can also inform us that you wish to exercise your right of withdrawal via a clear written statement (for example, a letter sent by post to: Japan Rail Pass, Japan Rail Pass litoral addressJapan Rail Pass litoral address).

The withdrawal period will expire after 14 calendar days of the day that you or a third party indicated or authorized by you, other than the carrier, acquired the material possession of the product. To meet the withdrawal period, it is sufficient that your communication regarding the exercise of your right is sent before the deadline expires.

In case of withdrawal on your part, you must return the product to us without undue delay and, in any case, within a maximum period of 14 calendar days from the date you contacted our Customer Service team communicating your decision to exercise your withdrawal right. The deadline will be considered fulfilled if you return the product before the deadline has expired.

In case of withdrawal on your part, we will refund the total amount paid by you for your order, including delivery costs. The refund will be made without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. However, we may withhold the refund until we receive the product or until you provide proof that the product has been returned.

We will proceed to make said refund using the same payment method used by you to pay for your order. You will not incur any expenses as a result of the reimbursement.


13. Refund policy

If you are not satisfied with our Products, please contact Customer Service team to request a refund.

Requirements

Important notes:

Japan Rail Pass
SIM card
Pocket WiFi

Customer Service team reserves the right to process refunds that do not meet the requirements on letter * (b) above taking into account the exceptional and/or singularity of the customer’s situation.

Refund process

14. 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 not contemplate otherwise, the company cannot assume any responsibility in the following circumstances:

According to 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, 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:

15. Customer service

We have a Customer Service team to facilitate communication between you and our company. The communications with our Customer Service team shall be made in writing by sending an email to: info@jrailpass.com

Our Customer Service team will take care of your inquiries, suggestions, complaints and/or claims regarding the Products offered through this website. Please note that 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 law.

Please note that our Customer Service may require you to provide information in order to verify your identity as a customer when it is deem necessary.

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.

16. Applicable law and jurisdiction

These Terms and Conditions shall be governed by the current applicable Spanish legislation.

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.