Covid-19: How to cancel my trip to Japan

Dear Valued Customer,

As you are aware, we are facing an unprecedented situation not just in Japan but globally, due to the Coronavirus pandemic. Our top priority is the protection and the health of our customers and our team. We have been working closely with our customers since the beginning of the Coronavirus outbreak, and we are continuing to monitor this evolving situation closely. 

In light of the recent history of the 2011 tsunami and nuclear disaster, we at Japan Experience are acutely aware of how such disruption can affect customers and our much-valued supplier partners, so it is with this in mind we have made some changes to our cancellation policies.

For those wishing to change or postpone their travel plans to a later date, we have introduced a measure to offer flexibility and peace of mind - we are offering a credit note that is valid until 15th September 2021, for the total value of the order (including shipping fees) with no administration costs. 

To receive a credit note you will need to return all the products you have received back to us, if you have already received a refund you will not be eligible for a credit note. The deadline for applying and returning products is the 31st July 2020. 

If the value of your new order is greater than the value of your credit note, you will need to pay the difference.

For any travelers who wish to cancel their order and obtain a refund, cancellation charges will apply. Any customers who have purchased the Japan Rail Pass Assistance service, the cancellation fee is automatically waived.

You can find more information cancellation terms here: Cancellation Policies and Fees by Product

For products that you have received via postal mail, you will need to return your ordered unused items to one of our offices by no later than 31st July 2020. 

A list of our worldwide offices can be found here: Worldwide Offices

Products and services that were emailed, such as the Japan Rail East Passes, pocket wifi rental, and Yasaka airport transfer, you will need to fill in and submit this form. 

For pocket wifi and Yasaka Shuttle cancellation refund or credit note issuance, we will require at least 7 calendar days' notice before the rental start date. If the cancellation is within 7 calendar days, we will not be able to refund or provide a credit note.

As a response to the situation and to keep our staff safe, we have temporarily closed our offices with the teams working remotely. Before sending back your order for a refund, please check on the contact us page to confirm the opening date of our office. Please do not send returns before this date as we cannot guarantee we will receive the delivery.

Due to the high volume of worldwide inquiries, there may be a delay in receiving a reply; we thank you for your patience. Our customer service team will do their utmost to assist you with any inquiries or concerns.

We are continuing to work on new products and content and we look forward to sharing these with you soon so that you can discover this beautiful country. Whenever you are ready to travel again, we will be happy to assist you with your trip to Japan. 

We thank you in advance for your understanding and continued support.

Thierry Maincent 

Japan Experience President