Allgemeine Geschäftsbedingungen

1. Terms and conditions for JRPass

Preface

www.jrpass.com is offered to you free of charge for your personal use and is subject to these Terms and Conditions. By using www.jrpass.com you consent to be bound by the following Terms and Conditions.

Please read these Terms and Conditions carefully before using www.JRPass.com and/or you submit your order to us. These Terms and Conditions tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms and Conditions or require any changes, please contact us to discuss.

Please note that these Terms and Conditions do not affect your statutory rights.

Information about us and How to Contact Us

We are JRPass Ltd a company registered in England and Wales. Our company registration number is 06697979 and our registered office is at 320 City Road, London EC1V 2NZ. Our registered VAT number is 987245570.

You may contact us by telephoning our customer service team by writing to us at [email protected] and/or JRPass Ltd, 320 City Road, London EC1V 2NZ.

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

"Writing" includes emails. When we use the words "writing" or "written" in these Terms and Conditions, this includes emails.

Amendments

We may occasionally make changes to our Terms and Conditions. If this concerns you, you are advised to check the current Terms and Conditions prior to every purchase. If you continue to use www.jrpass.com after the date of a change in our Terms and Conditions, your use of www.jrpass.com indicates your agreement to be bound by said new Terms and Conditions.

Copyright and Intellectual property

Unless otherwise stated JRPass Ltd is the owner of all intellectual property rights on www.JRPass.com The content of www.jrpass.com is protected by copyright, trademarks, and other intellectual property rights. JRPass Ltd shall retain ownership of all intellectual property rights. You may retrieve and display the content of www.jrpass.com on a computer screen, store such content in electronic form on disk (but, excepting search engine computers, not on any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on www.jrpass.com without written permission from JRPass Ltd.

Site Availability

Your access to www.jrpass.com may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. JR Pass Ltd will attempt to restore the service as soon as reasonably practicable. Changes are periodically made to the information on www.JRPass.com. JRPass Ltd and / or its respective suppliers may make improvements and / or changes in JRPass Ltd at any time.

JRPass Ltd's liability

www.jrpass.com is provided by JRPass Ltd without any warranties or guarantees. You must bear the risks associated with the use of the Internet.

www.jrpass.com provides content from other Internet sites or resources and while JRPass Ltd uses reasonable endeavours to check the accuracy of information published or made available on www.jrpass.com . You should note however that JRPass Ltd does not warrant that such information will be error free and the user acknowledges that the information, products and services published or made available on www.JRpass.com may include inaccuracies or typographical errors. Specifically, whilst care is taken to ensure that ticket availability is kept up to date, prices displayed may no longer be correct.

JRPass Ltd and / or its respective suppliers makes no representations about the suitability of the information, products, and services contained on www.jrpass.com for any purpose. To the maximum extent permitted by law, JRPass Ltd and / or its respective suppliers hereby disclaim all warranties, terms and conditions with regard to this information, products, and services, including all implied warranties, terms and conditions, by statute, collaterally or otherwise, of satisfactory quality, fitness for a particular purpose, title, and non-infringement. In no event shall JRPass Ltd and / or its suppliers be liable for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, special, or consequential loss arising out of or in any way connected with the use of www.JRPass.com or with the delay or inability to use www.JRPass.com, or for any information, products, and services obtained through www.JRPass.com, or otherwise arising out of the use of www.JRPass.com, whether based on contract, tort, strict liability or otherwise, even if JRPass Ltd or any of its suppliers has been advised of the possibility of damages.

In particular, we disclaim all liabilities in connection with the following:

• incompatibility of www.jrpass.com with any of your equipment, software or telecommunications links
• service errors or interruptions, unsuitability, unreliability or inaccuracies of content provided by JRPass Ltd
• inadequacy of www.jrpass.com to meet your requirements

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are as described and match information we provided to you and any sample or model seen or examined by you which is not of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable as a result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

Please note we only supply the Goods and/or services for domestic and private use. If you use Goods and/or services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We are not responsible to you for the service or goods provided by Japan Railways and any disruption, damage and/or loss caused to you as a result shall not be our responsibility.

To the full extent allowed by applicable law, you agree that we will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to www.jrpass.com.

Our acceptance of an order takes place on dispatch of the order, at which point the purchase contract will be made and you will be charged for your order.

Third Party Websites

As a convenience to our customers, www.jrpass.com includes links to other web sites or material that are beyond its control. JRPass Ltd is not responsible for this external content, or for any other site outside of www.jrpass.com and you shall proceed at your own risk. JRPass Ltd does not endorse or sponsor the products, services or content you access and / or purchase through any linked site. You will be subject to the terms and conditions of use for all and any such linked site and any goods or services purchased therefrom. JRPass Ltd has no liability, howsoever arising, in respect of such linked sites, their content and operation.

International Use

JRPass Ltd makes no promise that materials on www.jrpass.com are appropriate or available for use in locations outside the United Kingdom, and accessing www.jrpass.com from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.

Expiry Date on Payment Card

Please ensure that the expiry date of your payment card is after the date you place your order. Payment is taken when your order is placed online and in the event that the payment card has expired we will be unable to take payment and fulfill your order.

JR Pass Exchange Orders (“the goods”)

Prices

We will make reasonable efforts to present accurate information but we cannot guarantee the price or our ability to supply any particular item.

All prices shown on www.jrpass.com are to be seen as guide prices, and do not constitute an offer to sell. Formal formation of a contract and acceptance of your order only occurs once we have received payment and dispatched the rail pass. Until we formally accept your order, receive payment and dispatch the order, placement of an order will constitute an offer to purchase.

It is always possible that, despite our best efforts, the Goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Good's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Good’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

While JRPass Ltd makes every effort to ensure that prices in other currencies are correct according to current exchange rates, JRPass Ltd makes no guarantee that these prices are accurate or correct.

Occasionally our suppliers may increase their prices unexpectedly, and this is often something we become aware of only upon ordering stock from them. In the event that this occurs, or in the event of a pricing error howsoever caused, we will check with you to see if you still wish to receive the item at the new price.

All prices include VAT where applicable. If the rate of VAT changes between your order date and the date we supply the Goods and/or services, we will adjust the rate of VAT that you pay, unless you have already paid for the Goods and/or services in full before the change in the rate of VAT takes effect.

Availability

If for any reason beyond our reasonable control, we are unable to supply a particular item; we will not be liable to you. If it is impossible to supply an item, we will remove the item from the order and deduct the item price from the total order cost accordingly.

If you are unsatisfied, please contact us as soon as possible and we will attempt to rectify the problem within reason. Please note that we aim to dispatch your order as soon as possible. For most orders placed Monday to Friday this will be within one business day. We can make alterations to your order up to the point of dispatch, however, once dispatched any changes to your order will have to be made via our standard returns process (below).

Acceptance & Contract

There will be no contract of any kind between you and us unless and until we actually dispatch the goods to you. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between you and us.

Payment

Please note that for online sales we take payment for the goods and the booking fee at the point of checkout and not at the dispatch stage.

We accept payment with Mastercard, Visa and Maestro. Please note that for online sales we take payment at the point of checkout and not at the dispatch stage.

Delivery

All our deliveries are carried out using Royal Mail, FedEx Express and UPS. As such we are subject to their terms and conditions.

Once your order has been received by us, we aim to dispatch your goods within 1 business day (Mon-Fri) subject to stocking levels.

Once we have dispatched your Goods, you should normally receive them within the timeframe of the delivery type chosen. However, while we maintain a close relationship with our delivery company, and will attempt to rectify any delivery problems as soon as reasonably possible, the operation of the delivery company we use is outside our control. Time of delivery shall not be subject to any contractual obligation, and JRPass Ltd does not offer any guarantee that your order will arrive within the delivery time-frame chosen. In the event of the delay of delivery of your order or a mistake in the order itself, JRPass Ltd accepts no liability for any associated expense, loss of profits or other losses incurred whatsoever. Failure to deliver on time will not entitle the customer to terminate their purchase contract with JRPass Ltd, or refuse delivery. Returns should be made using the instructions below.

Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

Delivery will be made to the address specified by you on the completed order form. We reserve the right to charge for any extra carriage costs incurred should the incorrect address by entered on your order. Until dispatch of your order please contact us to amend or add any delivery details.

Please note that JRPass Ltd will not be responsible for any lost or damaged parcel as a result of incomplete or inaccurate address.

JRPass Ltd can only be responsible for delivery to an address that has been registered with Royal Mail, FedEx Express or UPS. We cannot guarantee delivery to any addresses inputted that are not registered with Royal Mail, FedEx Express or UPS.

Refunds and Returns

We are under a legal duty to supply the Goods and services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the Goods and services. Nothing in these Terms and Conditions will affect your legal rights.

If you have any questions or complaints about the Goods or services, please contact us. You can write to us at [email protected] and/or JRPass Ltd, 320 City Road, London EC1V 2NZ.

Any Japan Rail Pass Exchange Orders purchased through www.jrpass.com may be returned for any reason within one year of issue. The following conditions apply:

• The Exchange Order that has not been exchanged for a JAPAN RAIL PASS
• The Exchange Order was not lost or stolen.
• JRPass Ltd will refund the exchange order at 80% of the ticket value.

Cancellation Protection

Upon purchase of Cancellation Protection, JRPass Ltd will upon request refund 100% of the unused ticket price to the customer.

• If orders have not been dispatched, then the unused exchange orders must first be returned to JRPass Ltd before any refund is processed.
• Rail passes which have been activated in Japan or partially used will not be refundable.
• Postage or any other booking fees are not refundable.
• Cancellation Protection is non-refundable.
• The refund must be requested within 1-year of issue date.

Other returns

• If the ticket is found to be damaged or faulty as a result of something we have done, we will either replace the item or give you a full refund (including postage costs). Please state the option you would prefer. If you require a replacement, we will wait to receive the faulty copy from you before dispatching a new one.
• If the item was incorrectly supplied or if we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.
• Items must be accompanied by a copy of the delivery note or receipt.

Deductions

If you are exercising your right to change your mind:

• We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
• The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of the Goods within 3-5 days at one cost but you choose to have the the Goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Returns Instructions

Items supplied to customers should be returned in their original packaging.

Please make sure you contact us before returning any item. Any item returned without our knowledge will be refused.

Please also note that the items remain your property until we have received them. You are therefore responsible for your goods while they are in transit to us. For your own protection we recommend using a secure recorded delivery method such as Royal Mail Special Delivery.

Provided the conditions above are met JRPass Ltd will refund the item(s.

Please note that returns are accepted at the discretion of the JRPass Ltd. If any items are returned which do not adhere to the above policy, then we reserve the right to impose a charge proportionate with the costs of processing the items. Refunds will be given in the same tender type as the original payment.

Please allow 14 days (in addition to the delivery time) for the return and refund to be processed. If there is a delay in processing the return and refund caused by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

Returns in Japan

• After an Exchange Order is exchanged for a Japan Rail Pass, the pass can be turned in at any Japan Rail Pass exchange office for a refund if this is done before the starting date for the use of the pass. (Ten percent of the yen price of the pass will be charged as a handling fee.). The refund will be 90% of the Yen value of the ticket.
• No refund can be made for any reason on or after the stamped First Date.
• No refund or extension of the validity period can be made in the event of train non-operation, delay, or the like.

Please see full usage notes here.

Please note JRPass Ltd are not responsible for the returns process in Japan, and will not be liable to you/or any third party for any consequential or incidental damages (including but not limited to loss of revenue, loss of profits, loss of anticipated savings, wasted expenditure, loss of privacy and loss of data) or any other indirect, special or punitive damages whatsoever that arise out of or are related to the returns process in Japan.

Rights to End the Contract

We may end the contract for the Goods at any time by writing to you if:

• you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Goods, for example, deliver details, proof of identity.
• you do not, within a reasonable time, allow us to deliver the Goods to you or collect them from us;

If we end the contract in the situations set out above we will refund any money you have paid in advance for the Goods we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract

We may withdraw the Goods. We may write to you to let you know that we are going to stop providing the Goods. We will let you know at least 7 days in advance of our stopping the supply of the Goods and will refund any sums you have paid in advance for Goods which will not be provided.

Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for Goods is completed when the Good is delivered. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for Goods not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract

If you end the contract for any reason after the Goods have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at JRPass Ltd, 320 City Road, London EC1V 2NZ or (if they are not suitable for posting) allow us to collect them from you. Please email us at [email protected] for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

Pocket Wifi

JRPass Ltd act only as an agent in arranging the supply of Pocket Wifi, where requested.

When you make a booking for Pocket Wifi your contact (or contracts) will always be with the supplier(s) of the Pocket Wifi services you have booked.

When making your booking of Pocket Wifi services we will arrange for you to enter into a contract with the supplier(s) named on your booking confirmation documentation.

As an agent JRPass Ltd accepts no responsibility for the acts or omissions of the supplier or for the services provided by the supplier(s) in relation to any contract you enter into with the supplier(s). However, in the event that JRPass Ltd is found liable to you on any basis whatsoever, JRPass Ltd’s maximum liability to you is limited to twice the cost of the Pocket Wifi service agreed with the supplier(s) in your booking.

The suppliers Terms & Conditions will apply to your booking.

Monies paid to JRPass Ltd for Pocket Wifi services are held by JRPass Ltd on your behalf until they are paid to the supplier(s). Please note that payment to JRPass Ltd does not constitute payment to the Pocket Wifi supplier(s) whose services JRPAss Ltd has sourced and if JRPass Ltd collects monies on your behalf from the Pocket Wifi supplier(s) the Pocket Wifi supplier’s liability to pay that money to you is discharged.

We will inform you of any changes or cancellations to the Pocket WiFi service made by the supplier(s) as soon as possible. If the supplier(s) offers alternative arrangement or a refund, you will need to let us know your choice within the timeframe we stipulate. If you fail to do so the supplier(s) is entitled to assume you wish to receive a full refund. JR Pass Ltd accepts no liability for any changes or cancellations made to your arrangements by the supplier(s) under your contact with them.

Any queries or concerns in respect of the Pocket Wifi service should be addressed to the supplier(s). Suppliers terms and conditions can be found here.

Meet & Greet services:

Where provided, the Meet & Greet services provided by us you will include:

• Meeting you at the airport or train station at the point of arrival to provide you with assistance on exchanging an Exchange Order for the JRPass (if already purchased), Wifi Router pickup (if already purchased), and on how to use the airport or train station and guide you to the designated location of departure of any connecting airplane, train, bus or other means of transportation.
• Up to 2 hours assistance on above.
• There is a max group size of 14 per booking. An additional fee may apply for larger groups, please contact us beforehand.
• It is the customer’s responsibility to provide accurate meet (location, time, flight) and contact (email, mobile number) information to allow for successful fulfilment of the service.
• An additional fee is applicable for bookings outside normal office hours. This fee will be displayed at time of booking, and during check-out.
• Cancellation for a full refund is possible up to 4 days before the selected arrival date. The time deadline is 9pm on the 4th day before arrival, Japan Standard time (JST). After the deadline, no refunds are given.

Use of the Forum

Commercial advertising is prohibited. JRPass Ltd reserves the right to remove or edit content at any time and without any notice. JRPass Ltd also reserves the right to block or remove user accounts at any time and without any notice. By posting or commenting to JRPass Ltd all copyright to the posted content is transferred to JRPass ltd including, and without limitation, the right to publish the work in whole or in part in any and all forms and media, now or hereafter known.

Your Personal Information

We will only use your personal information as set out in our privacy policy .

Miscellaneous

You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions. We may transfer our rights and obligations under these Terms and Conditions to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 5 days of us telling you about it and we will refund you any payments you have made in advance for the Goods not provided.

If any provision of these Terms and Conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these Terms and Conditions, which shall remain in full force and effect.

If you breach these Terms and Conditions and JRPass Ltd ignores this, JRPass Ltd will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions.

JRPass Ltd shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its control.

If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

A person who is not a party to these Terms and Conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act.

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the Goods and/or services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Goods and/or services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Goods and/or services in either the Northern Irish or the English courts.

2. Terms and conditions for Japan Train tickets (Tokaido Shinkansen One-Way Ticket)

JRPass Ltd ("JRPass", "we", "us", "our")

320 City Road, London EC1V 2NZ, United Kingdom

Effective date: 27-May, 2026

Last updated: 27-May, 2026

1. Definitions

"Customer", "You" or "Your" means the person who places an order for a TSO Ticket from JRPass via the JRPass.com website.

"Tokaido Shinkansen One-Way Ticket" or "TSO Ticket" means a one-way reserved-seat Tokaido Shinkansen ticket supplied by JR Tokai Tours, Inc. to be sold by JRPass to its own Customers as a travel product of JRPass.

"QR Ticket" means the QR code for the TSO Ticket issued to the Customer to be used as the boarding pass at Shinkansen ticket gates and during ticket inspections.

"Departure Date" means the date of the reserved train departure.

"Departure Time" means the scheduled departure time of the reserved train, in Japan Standard Time (JST, UTC+9).

"JR Central" means Central Japan Railway Company, the operator of the Tokaido Shinkansen.

"JR Tokai Tours" means JR Tokai Tours, Inc., the entity that supplies the TSO Ticket to JRPass for sale by JRPass to its own Customers.

"Operator Terms" means JR Central's EX Service Conditions of Carriage which are the terms applicable to the rail operations and services provided by JR Central, the current version of which can be located at: https://railway.jr-central.co.jp/ticket-rule/carriage/_pdf/12.pdf.

All times referenced in these Terms and Conditions are in Japan Standard Time (JST, UTC+9) unless otherwise stated.

2. About This Service

2.1. JRPass is an authorised seller of TSO Ticket travel products. JRPass sells TSO Tickets to Customers for use on the Tokaido Shinkansen rail service operated by JR Central. Please note that JRPass is only responsible for the booking of TSO Tickets as set out in these terms. JRPass is not responsible for transportation services and does not operate or in any way control the operation of and services provided by the Tokaido Shinkansen rail service which are governed by the Operator Terms and apply in addition to these Terms and Conditions. It is important that You check these Operator Terms directly before placing an order with JRPass for TSO Tickets.

2.2. These Terms and Conditions govern the sale, delivery, use, modification, cancellation, and refund of TSO Tickets purchased through JRPass.com. By placing an order, You agree to be bound by these Terms and Conditions.

2.3. These Terms and Conditions should be read alongside the JRPass.com Privacy Policy, the current version of which can be located at: https://www.jrpass.com/privacy-and-security-policy, together with any other policies published from time to time on JRPass.com.

3. Product Overview

3.1. TSO Tickets are one-way reserved-seat tickets for the Tokaido Shinkansen, covering routes between stations from Tokyo to Shin-Osaka.

3.2. Available train types are: Nozomi, Hikari, and Kodama.

3.3. Available seat classes are: Ordinary Car (reserved seat) and Green Car (reserved seat).

3.4. Subject to availability, tickets are available for both adult and child passengers. Child fares apply to passengers aged 6 to 11 years old. Children under 6 travel free of charge subject to JR Central's conditions; however, children under 6 are not entitled to a separate seat and may need to be seated on an accompanying passenger's lap during busy services. Proof of age may be requested at the time of travel.

3.5. Pricing varies by route, seat class, and season (off-peak, regular, peak, and top season). The applicable fare is displayed at the time of booking and is determined by the Departure Date. Current pricing is available on JRPass.com.

3.6. Prices are displayed in JPY (Japanese Yen) and may also be displayed in USD, EUR, or GBP at indicative exchange rates. The base currency is JPY. Any currency conversion is for convenience only and the final charge may vary depending on Your bank or card issuer's exchange rate.

4. Booking and Payment

4.1. Tickets may be booked from 180 days prior to the Departure Date up to 23:30 JST on the day before the Departure Date. Same-day bookings are not currently available.

4.2. A maximum of 6 passengers may be included in a single booking.

4.3. Payment is required in full at the time of booking. We accept payment by credit card (Visa, Mastercard) and other payment methods as displayed at checkout. You are responsible for any fees charged by Your bank or card issuer in connection with Your payment, including but not limited to foreign currency transaction fees, conversion charges, or international payment surcharges.

4.4. If Your payment fails to clear or is subsequently reversed by Your bank (other than because of a chargeback initiated by You), JRPass reserves the right to cancel the associated ticket without liability. We will make reasonable efforts to contact You before doing so.

4.5. You must be at least 18 years of age to place an order on JRPass.com.

4.6. Your order and booking will only be complete when payment has been made in full by You and is only confirmed when Your TSO Ticket has been sent to the email You provided at the time of booking. Payment alone does not constitute confirmation of Your booking. For bookings made more than one calendar month before the Departure Date, Your ticket will be issued promptly upon booking; however, the QR Ticket (required for boarding) will be delivered approximately one calendar month before the Departure Date (see clause 5.2). In exceptional circumstances - including system errors, availability issues, or unforeseen operational problems - we may be unable to issue a ticket after payment has been taken. In such cases, we will notify You promptly and issue a full refund.

4.7. The price confirmed at the point of payment is the price that applies to Your booking. Prices displayed during browsing are indicative only and may change due to seasonal fare adjustments or currency fluctuations before You complete Your purchase.

4.8. No right of withdrawal: Under consumer legislation, TSO Tickets are considered transport services with a specific date of performance. This means that they aren't subject to a right of withdrawal and that no 14-day "cooling-off" period applies from the point of payment. Cancellation is subject to the terms set out in section 9, including any applicable charges. This does not affect Your right to a full refund where We are unable to issue a ticket (see clause 9.3).

4.9. No personal passenger details are required for each ticket holder at the time of booking. Tickets are not name-specific and may be used by any passenger, subject to applicable child fare rules (see clause 3.4).

4.10. Booking on behalf of others: If You book tickets for other passengers, You accept responsibility for ensuring that all passengers are made aware of and agree to these Terms and Conditions, in particular the missed train policy (clause 6.5), the cancellation terms (clauses 8 and 9), and the conditions of carriage under the Operator Terms.

4.11. Payment disputes: You agree to use the cancellation and refund process set out in these Terms and Conditions before initiating any chargeback or payment dispute with Your bank or card issuer. If a chargeback is initiated for a validly issued ticket without first following the process set out in clauses 8 and 9, JRPass reserves the right to suspend Your account and contest the chargeback.

5. QR Ticket Delivery

5.1. For bookings made during our normal system operating hours (approximately 05:30 to 23:30 JST), Your QR Ticket will usually be delivered within 1 hour of confirmation of Your booking. Bookings made outside these hours will have the QR Ticket delivered after our system resumes normal operation.

5.2. For bookings made more than one calendar month before the Departure Date, Your booking will be confirmed promptly; however, the QR Ticket will be delivered approximately one calendar month before the Departure Date, once the final train and seat assignment has been confirmed. Where the calendar month before the Departure Date does not include the same date (for example, where the Departure Date is the 31st of a month), Your QR Ticket will be delivered on the 1st of the same month as the Departure Date.

5.3. Timetable changes: For bookings made more than one calendar month before the Departure Date, the train number and/or departure and arrival times may change due to timetable revisions or operational adjustments made by JR Central that are beyond the control of JRPass. Final train and seat details are confirmed one calendar month before the Departure Date and will be communicated to You when the QR Ticket is delivered. If a timetable change results in a departure or arrival time that differs by more than 2 hours from the originally booked schedule, You may cancel the affected ticket for a full refund (100%), provided You notify our helpdesk within 7 calendar days of receiving the confirmed schedule. The 10% administration charge in clause 9.1 does not apply in this case.

5.4. Your QR Ticket will be made available through the following channels:

• Email sent to the address provided at the time of booking;

• Your JRPass.com account dashboard (when logged in); and

• The JRPass mobile app.

It is Your responsibility to ensure Your email address provided at the time of booking is correct and to check for delivery, including in spam or junk folders. You may present Your QR Ticket for scanning at the station from any of these channels, or via a screenshot or printout, provided the ticket has not been cancelled.

5.5. If You do not receive Your QR Ticket within the timeframes set out above, please contact our helpdesk immediately.

6. Using Your Ticket

6.1. Your TSO Ticket (including the QR Ticket) is valid only for the specific train, date, time, route, and seat reserved. You may not board any other train.

6.2. You may not use non-reserved (unreserved) seats on any train, including the train for which You hold a reservation.

6.3. Before boarding, You must scan Your QR Ticket at the Shinkansen ticket gate, or, if the ticket gate is unavailable for technical reasons, present it to station staff to validate Your right to board the train. Travel by You is deemed to have commenced once You pass through the Shinkansen ticket gate.

6.4. If Your QR Ticket does not scan at the ticket gate, You should present the ticket - including the unique identifier displayed below the QR code - to station staff, who can manually validate Your ticket. If You are unable to present a valid ticket (whether via QR code or unique identifier) at the station or during an on-board inspection, You will be required to purchase a new ticket at the standard fare.

6.5. IMPORTANT - MISSED TRAIN POLICY: In accordance with the Operator Terms, if You miss Your reserved train for any reason, Your reserved seat ticket is immediately void. The base fare portion of Your journey remains valid; however, You will be required to purchase new limited express tickets and, where applicable, Green Car tickets at the standard fare in order to travel. No refund, rebooking, or compensation of any kind is available from JRPass in respect of the void reserved seat ticket. Accordingly, JRPass strongly recommends that You arrive at the departure station with sufficient time before Your scheduled departure.

6.6. If You travel beyond Your reserved boarding section, You must purchase a new ticket for the additional (unreserved) section only at the standard fare. Your existing ticket remains valid for the originally reserved section.

6.7. If You board or alight at an intermediate station within Your reserved section, the unused portion of Your ticket is void and non-refundable.

6.8. A separate ticket is required for any travel on conventional JR lines outside the Shinkansen section covered by Your TSO Ticket.

6.9. Resale prohibition and fraud prevention: TSO Tickets are sold by JRPass to You exclusively for Your own personal, end-user use. You may not resell, redistribute, or commercially exploit TSO Tickets, whether as an individual or a corporation. JRPass reserves the right to cancel any tickets and withhold refunds where it reasonably suspects resale, bulk purchasing for commercial purposes, or other misuse. We monitor booking patterns and may limit the number of bookings per account, require identity verification, or take other measures to prevent fraudulent or abusive use of the service. Accounts associated with suspected fraud or misuse may be suspended or terminated.

7. Modifications (Rebooking)

All terms in this section 7 relating to Modifications (Rebooking) of purchased TSO Tickets apply only in relation to Your ability to request changes directly from JRPass. For the avoidance of doubt, no changes or requests for modifications may be made through JR Tokai Tours or at stations operated by JR Central or any other JR companies.

7.1. What can be changed: You may change the train time for the same route, date, same seat class, and same number of passengers.

7.2. What cannot be changed: Please note that the following cannot be modified and if You need to change any of these You must cancel Your original booking/ticket and place a new booking in accordance with clauses 8 and 9:

• The Departure Date;

• Route (boarding and destination stations);

• Seat class (Ordinary Car / Green Car);

• Number of passengers; and

• Number of tickets in Your booking (which cannot be reduced).

7.3. If Your booking involves transfer between trains, the transfer station and number of trains used cannot be changed. A single-train journey cannot be changed to a multi-train journey, or vice versa.

7.4. Modification cutoff: To guarantee processing, modification requests must be received by the JRPass helpdesk at least 6 hours before the Departure Time of the originally reserved train. To help us deal with Your request as promptly as possible we would encourage You to contact us via our support page located at www.jrpass.com/support. Modification requests received by JRPass after this point are not guaranteed to be processed. However, we will always do our best to assist regardless of when the request is received, provided the Departure Time has not yet passed.

7.5. Modifications can only be processed by JRPass during helpdesk operating hours (see clause 12). Modifications are processed manually by our team and require action before the Departure Time.

7.6. A modification cannot be made if the new train departs in fewer than 4 minutes from the time the change is processed. As modifications are processed manually during helpdesk operating hours (see clause 12), please ensure Your request allows sufficient processing time.

7.7. Fees:

• First modification per ticket: Free of charge.

• Each subsequent modification per ticket: A processing fee of USD 10 (or equivalent in EUR, GBP, or JPY) will apply.¹

8. Cancellations

All terms in this section 8 relating to Cancellations apply only in relation to Your ability to request cancellations of TSO Tickets directly from JRPass. For the avoidance of doubt, no cancellation or requests for cancellation may be made through JR Tokai Tours or at stations operated by JR Central or any other JR companies.

8.1. You may cancel a TSO Ticket before travel commences (i.e., before You enter the Shinkansen ticket gate), subject to the following conditions.

8.2. Cancellation cutoff prior to Departure Time: Although we will always do our best to process cancellation requests as soon as possible, all requests must be received by the JRPass helpdesk at least 6 hours before the Departure Time. To help us deal with Your request as promptly as possible we would encourage You to contact us via our support page www.jrpass.com/support, preferably by chat. Cancellation requests received by JRPass after this point but prior to the Departure Time are not guaranteed to be processed. However, we will always do our best to assist regardless of when the request is received, provided the Departure Time has not yet passed.

8.3. Cancellations can only be processed during JRPass helpdesk operating hours (see clause 12). Cancellations are processed manually by the JRPass team.

8.4. Cancellation after the Departure Time: In accordance with the Operator Terms, once the Departure Time has passed, the ticket is non-refundable regardless of whether You boarded the train. This includes situations where You arrived at the station but did not board for any reason. No exceptions apply.

8.5. Cancellations are processed per ticket. If You wish to cancel one ticket from a multi-ticket booking, You may have to cancel the entire book and rebook the remaining tickets.

8.6. Cancellation by JRPass. There may be instances where, due to circumstances beyond the control of JRPass, a train service that You intended to use and had a valid TSO Ticket for is cancelled by JR Central as notified by JR Central via its official communication channels including JR Central website. In these circumstances JRPass will be entitled to cancel Your booking and make a refund to You in accordance with clause 9 and shall notify You via the email address that You had provided at the time of Your booking.

9. Refunds

Any refunds that You may be entitled to in respect of Your booking will be processed by JRPass strictly in accordance with the following section.

9.1. Cancellation before departure (within the cancellation cutoff period per section 8.2): A refund of 90% of the ticket price will be issued. A cancellation administration charge of 10% of the ticket price will be retained by JRPass.

9.2. Cancellation after departure or after the cancellation cutoff period: No refund will be made under any circumstances. This includes where You arrived at the station but did not board the train per our missed train policy in section 6.5.

9.3. Contract validity and right to cancel before ticket issuance: Your order for a TSO Ticket is only completed once the ticket has been issued to You. At any point prior to ticket issuance, JRPass reserves the right to cancel any booking and issue a full refund (100%) for any reason, including but not limited to: system errors, pricing errors, error fares, availability issues, suspected fraud, or suspected misuse. No compensation beyond a full refund of the amount paid is due in such cases.

9.4. Refunds processing time. Refunds will be issued to the original payment method that was used for Your booking. Your refund will be processed without undue delay but please allow up to 14 business days for the refund to appear as a credit on the statement for the relevant account, which may depend on Your bank or card issuer.

9.5. All refunds are calculated on the ticket price paid. Any service or handling fees charged by JRPass at the time of purchase are non-refundable, except in cases of force majeure (clause 10.1), where the refund is the result of a timetable change (clause 5.4), a cancellation by JRPass under clause 8.6, or a pre-issuance cancellation under clause 9.3.

9.6. Duplicate bookings: If You accidentally place a duplicate booking for the same journey (same route, date, time, and number of passengers), please contact our helpdesk promptly. We will endeavour to cancel the duplicate booking and issue a full refund as a goodwill gesture, provided the request is made before the QR Ticket for the duplicate booking has been used.

10. Service Disruptions and Force Majeure

10.1. Where JR Central cancels a train service due to circumstances beyond its or our control - including but not limited to typhoons, earthquakes, natural disasters, severe weather, strikes, civil unrest, government orders, or other force majeure events - and You are unable to travel as a result, You are entitled to a full refund (100%) of the ticket price including any service or handling fees charged by JRPass.

10.2. Force majeure refunds may take up to 60 days to process, though in practice they are usually completed sooner.

10.3. JRPass is not liable for delays, diversions, or disruptions to train services caused by JR Central or by circumstances beyond our control. Our liability is limited to the refund set out in clause 10.1 and does not extend to consequential losses (see clause 11).

11. Liability

11.1. It is a condition of these terms that You agree that JRPass solely acts as intermediary for the sale of TSO Ticket travel products and that it is only responsible for the booking service that we provide. JRPass does not operate or in any way control the operation of the Tokaido Shinkansen rail service which is operated by JR Central. JR Central is solely responsible for the operation, safety, and performance of the Tokaido Shinkansen and any liability in connection therewith is as set out in the Operator Terms.

11.2. Our total liability to You in connection with the service we provide for the booking of any TSO Ticket in accordance with these terms, howsoever arising (whether in contract, tort, negligence, or otherwise), is limited to 120% of the price paid by You for the affected ticket (the ticket price plus 20%).

11.3. JRPass are not responsible for any loss or damage that is not foreseeable, meaning it was not obvious that it would happen and nothing You said to JRPass before we accepted your order meant we should have expected it. We are also not liable for any loss or damage caused due to missed connections, missed flights, lost accommodation bookings, missed events, lost revenue, or any other costs incurred because of delays, cancellations, missed trains, or failure to travel.

11.4. Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

12. Helpdesk and Contact

12.1. Our helpdesk is available during the following hours (all times JST) to discuss and address all issues relating to the purchase, modification, cancellation and/or refund of TSO Tickets:

• 07:00 - 02:00 JST (combined Japan and UK helpdesk coverage)

Coverage may vary slightly due to seasonal clock changes in the United Kingdom. There is a limited period during the early morning JST (approximately 02:00 - 07:00 JST) when our helpdesk is not staffed. Requests received outside helpdesk hours will be processed as soon as possible when the helpdesk reopens.

12.2. You may contact us by:

• Chat: Available on JRPass.com

• Email: [email protected]

• Phone: TBA

12.3. For urgent modification or cancellation requests, we recommend contacting us as early as possible and well in advance of the 6-hour cutoff (see sections 7.4 and 8.2).

13. Luggage, Travel Insurance, and Accessibility

13.1. Passengers travelling on the Tokaido Shinkansen are subject to JR Central's conditions of carriage, including rules on luggage, prohibited items, and conduct on board.

13.2. For oversized luggage, advance reservation of a luggage area may be required. Please consult JR Central's luggage rules before travel.

13.3. JRPass accepts no liability for luggage, personal belongings, or any other property during Your journey. Any luggage-related claims should be directed to JR Central.

13.4. Travel insurance: JRPass strongly recommends that all customers arrange their own comprehensive travel insurance before travelling to Japan. Given the strict cancellation and missed-train policies applicable to TSO Tickets, travel insurance that covers trip cancellation, missed departures, and travel disruption is particularly advisable. JRPass does not provide or arrange travel insurance.

13.5. Accessibility: JR Central provides facilities and assistance for passengers with disabilities or reduced mobility on the Tokaido Shinkansen. If You or a member of Your travelling party requires accessibility assistance - including wheelchair-accessible seating, boarding assistance, or other accommodation - please contact our helpdesk before booking so that we can advise on available options and ensure appropriate arrangements are made.

14. Data Protection and Privacy

14.1. JRPass collects personal data necessary to process Your booking (such as Your email address and payment details) in accordance with the JRPass.com Privacy Policy.

14.2. We do not share personal passenger data with JR Central or JR Tokai Tours. Only anonymised aggregate data (such as the number and type of tickets sold) is shared with JR Tokai Tours.

14.3. For full details on how we collect, use, and protect Your data, please refer to the JRPass.com Privacy Policy.

15. Governing Law and Disputes

15.1. These Terms and Conditions, and any dispute or claim arising out of or in connection with the sale of TSO Tickets through JRPass.com (including non-contractual disputes or claims), are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

15.2. Operational matters relating to the rail service - including but not limited to train operation, delays, onboard conduct, and conditions of carriage - are governed by the laws of Japan and the Operator Terms.

15.3. Complaints - If You have a complaint about Us or the sale of TSO Tickets, please contact our helpdesk in the first instance as per the details in section 12. We will do our best to resolve Your complaint promptly and fairly.

15.4. JRPass does not currently participate in any alternative dispute resolution (ADR) scheme. If we are unable to resolve Your complaint directly, You can refer the matter to a competent court in accordance with clause 15.1.

16. General

16.1. If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.2. Our failure to enforce any right or provision under these Terms and Conditions shall not constitute a waiver of that right or provision.

16.3. These Terms and Conditions constitute the entire agreement between You and JRPass in relation to the purchase of TSO Tickets and supersede any prior representations, agreements, or understandings.

16.4. We reserve the right to update these Terms and Conditions from time to time. The version in effect at the time of Your booking will apply to that transaction. Material changes will be communicated on JRPass.com.

16.5. These Terms and Conditions may be made available in multiple languages for Your convenience. In the event of any discrepancy or inconsistency between the English language version and any translation, the English language version shall prevail.

JRPass Ltd

Company registered in England and Wales

Company registration number: 6697979

VAT registration number: GB987245570

Registered address: 320 City Road, London EC1V 2NZ, United Kingdom

¹ Launch period offer: During the first three months following the launch of this service (from 27th-may-2026 to 27th-aug-2026), all modification fees chargeable by JRPass are waived as a goodwill gesture.