Changes, Cancellations & Refunds

Planning to book, or need to cancel an existing order? This page explains our refund conditions and timing. Refund eligibility varies depending on when you cancel, so we recommend checking the details before completing your purchase.
✕ Cancellation & Refunds Refund conditions by timing ↔ Changing Your Booking How to change date, seat, or route

Cancellations & Refunds

Refund amounts depend on your ticket type and when you cancel.

Not sure which ticket type you have? If you received a QR code by email to scan at the station, you have a QR ticket or a QR Voucher. If we shipped physical tickets to your address, you have a paper ticket.

QR Ticket / QR Voucher Cancellation Policy

When you cancel
Refund
Before receiving your order confirmation email with QR code, or more than 1 month* before departure
100% refund
Between 1 month* and 12 hours before departuree.g. travel date Dec 3 → fee applies from Nov 3
90% refund
Within 12 hours of departure (including same-day orders), or after the ticket has been issued using the QR code
No refund
* All times are in Japan Time (JST).
Refunds are processed to the credit card used for the original purchase.
Please note: JR stations cannot process refunds for tickets purchased through our service.

To cancel your order (or part of your order), please submit a request using the form below.

Cancellation Request Form

Paper Ticket Cancellation Policy

Cancellations are accepted only before your tickets have been shipped.

When you cancel
Refund
Before receiving your order confirmation email with seat number, or more than 1 month* before departure
100% refund
After confirmation email with seat number, between 1 month* and 4 days before departure — only if ticket is unshipped
90% refund
Less than 3 days* before departure (including the departure date)
No refund
After tickets have been shipped — regardless of departure date
No refund
* All times are in Japan Time (JST).
Refunds are processed to the credit card used for the original purchase.
Please note: JR stations cannot process refunds for tickets purchased through our service.

To cancel your order (or part of your order), please submit a request using the form below.

Cancellation Request Form

QR & Paper Ticket Changing Your Booking

We do not offer direct modifications to existing bookings.

If you wish to make changes to your booking, please review the Cancellation Policy below before proceeding. Once you have confirmed the applicable cancellation and refund conditions, please follow the steps below:

QR Ticket / QR Voucher Cancellation Policy

When you cancel
Refund
Before receiving your order confirmation email with QR code, or more than 1 month* before departure
100% refund
Between 1 month* and 12 hours before departuree.g. travel date Dec 3 → fee applies from Nov 3
90% refund
Within 12 hours of departure (including same-day orders), or after the ticket has been issued using the QR code
No refund

Paper Ticket Cancellation Policy

Cancellations are accepted only before your tickets have been shipped.

When you cancel
Refund
Before receiving your order confirmation email with seat number, or more than 1 month* before departure
100% refund
After confirmation email with seat number, between 1 month* and 4 days before departure — only if ticket is unshipped
90% refund
Less than 3 days* before departure (including the departure date)
No refund
After tickets have been shipped — regardless of departure date

Already received your Paper Ticket?
Once your ticket has been shipped, our cancellation policy above applies — but you may still be able to change your train's date or time yourself at any JR ticket counter, before your scheduled departure. See Ticket Instructions for details on how to do this at the station.
No refund
* All times are in Japan Time (JST).
Refunds are processed to the credit card used for the original purchase.
Please note: JR stations cannot process refunds for tickets purchased through our service.
Cancellation Request Form

Paper Ticket Shipping changes after dispatch

If your tickets have already been shipped, the following change may be accepted for an additional handling fee:

Change of shipping address or recipient name (after shipping)
¥5,000 / order
This option is only available if your boarding date is within one month.
No requests can be made once the ticket has already been delivered.
If you have trouble receiving your tickets after shipment, please contact us immediately.

Group Bookings Cancellation Policy

For group bookings of 31 or more passengers, please see our Group Bookings guide for eligibility, pricing, and booking process details. Cancellation terms are as follows.

Once payment has been completed, cancellations are not accepted, in principle.

Exception (after ticket dispatch only): If your final attendee count on the day of travel is lower than originally booked, a partial refund for the unused portion may be issued, provided that:

  1. JR station staff record the actual number of passengers who boarded (in writing, on the ticket) on the day of travel, and
  2. The ticket is returned to our office.

A handling fee for this process will be deducted from the refund amount.