We know plans can change and errors can happen. This section will give you an overview of important considerations regarding exchanges and refunds when booking your train ticket or rail pass.

Here`s what you need to know. Two main factors influence exchanges and refunds: the exchange and refund rule of the product, and the process associated with implementing that exchange or refund.

First, let`s go over the exchange and refund rule of the product. Each individual rail pass or train ticket has its exchange and refund rule, which is defined by the train operator(s) governing the rail pass you purchased (and not under our control). Once a product has been booked, the exchange and refund rules that apply are entirely pre-determined by the conditions attached to that product. We are unable to bypass the carrier exchange or refund rules.

It`s hard to generalize the policies because each fare has its own exchange and refund rule, but here are some guidelines regarding types of tickets and refunds in Japan.

An unused ticket - An unused ticket can be changed once to a different ticket of the same category, usually without any handling charges. Any difference in the fare will be collected, and if there is a balance left over you will receive this amount.

If making a second change to an unused ticket is necessary then you will need to request a refund at the JR Ticket Office found in the stations, or at travel agencies. You will need to purchase your new desired ticket, handling charges will be applied when refunding your ticket.

A reserved seat ticket - These tickets can only be changed before the departure of your train on which your original seat was reserved. A reserved ticket is not valid after the train departs. To make changes to reserved seat tickets, you must ask at the time you reserve the seats at the JR Ticket Office. A 30% charge will apply to reserved seat tickets changed the day of or day before your departure.

If you are making a change to a ticket after the start of your trip, then you will incur additional fares and charges and previously paid fares and charges will not be refunded. However for a basic fare ticket, if there is an unused segment of at least 62 miles then a refund may be possible.

Now that we`ve explained how each product exchange and refund rule influences your ability to change travel plans, let`s see how an exchange or refund is performed.

If your product was issued as a paper document, we need to have the actual train ticket or rail pass in hand to initiate the refund process. Please keep in mind that tickets must be canceled before the train departure date for any possible refund. If you are already overseas, the ticket must be canceled and stamped `not used` at the departure station. To complete the refund and receive the money-back (minus applicable fees and penalties), you`ll have to send the actual travel document(s) to our customer relations department for processing. For other cases (exchanging a paper ticket or refunding a rail pass), the refund process must be completed by one of our rail consultants in our contact center. If you`re already in Japan and need to exchange a paper train ticket, a railroad agent at the train station can assist you provided that your train ticket is exchangeable. If the flexibility of travel plans is important to you, consider booking semi-flexible or fully flexible fares when possible.

In general, rail passes have a more consistent exchange and refund rule. Most rail passes are refundable only if they haven`t been used at all or activated, and a 15% penalty applies (which means you will be refunded 85% of the value of the original rail pass).