The Japan Rail Pass can only be used by:
The Japan Rail Pass needs to be purchased outside of Japan. Upon purchase, you will receive an Exchange Order which can be exchanged in Japan for the actual JR Pass.
Names written on the Exchange Order must be exactly as written in passport, including 2nd, 3rd names (if applicable). It is your responsibility to provide the correct names, as we are not liable in case the exchange order is refused in Japan due to the incorrect spelling of the name.
Upon exchanging the Exchange Order for the JR Pass and while using the JR Pass in Japan, you are obligated to show his/her passport when requested to do so.
The Exchange Order is valid for three months from its issued date, within which period it needs to be exchanged for the JR Pass at one of the exchange offices in Japan. Upon exchanging the Exchange Order for the JR Pass, a start date for the JR Pass can be chosen which can be any date up to one month after the date of the exchange in Japan.
Use of the exchange order and JR Pass is strictly limited to the person whose name is written on the order and the pass.
Click here for detailed information regarding the use of the JR Pass.
Shipping options are as follows,
When one or multiple exchange orders are sent via the “Normal mail” option, tracking of the order is not available. Therefore in case of loss or damage of the parcel containing the voucher(s), it is not possible to reissue the exchange order(s). A new purchase will be necessary and a refund cannot be made for lost or damaged order(s).
H.I.S. Travel Nederland cannot be held responsible and/or liable if a parcel sent with normal mail is lost or stolen. We therefore highly recommend shipping your order by UPS or OCS mail, or to choose pick up at our office option. If you have chosen for the local pickup option, you will be able to pick up the passes from our office during office hours on the same day as your order.
It is not possible to receive a refund if the exchange order / Japan Rail Pass is lost or stolen. In case of minor damage to your exchange order, the regular cancellation policy applies. If the exchange order is damaged considerably, it is not possible to receive a refund.
The unused and undamaged exchange order can be returned up until one year after the issue date. It is necessary to return the exchange order to our office in order to receive a refund. The cancellation costs are 10% of the exchange order and €20 administration fee per pass.
Please note that shipping fees are non-refundable. There is no refund to be made in case above cancellation fee exceeds your ordered pass(es) price. (Ex: Kansai Area Pass etc.)
If an exchange order has already been exchanged for a JR Pass in Japan, the JR Pass can be returned at any JR Pass exchange office in Japan for a refund, but only if this is done before the start date for use of the pass. Neither the exchange order nor the JR Pass can be reissued if lost or stolen.
JR East Passes (E-ticket), are non-refundable from the ‘First day of use’ mentioned on your E-ticket.
When you make your booking, you agree on behalf of all your party to the booking conditions and the general information, and to pay the relevant deposit as specified at the time of booking. If you believe that any details on your quotation are wrong, you must advise us immediately as changes cannot be made later and it may become impossible to book if we are not notified of any inaccuracies in any document within ten days of our sending it out.
If you also book flight tickets with us: once your airline ticket is issued, details are non-amendable. It is therefore necessary for customer to confirm that all details are correct at the time of booking.
We endeavor to ensure that all the information and prices both on our website and in our brochures are accurate for all products promoted, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances (before payment is made). You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
Once we receive confirmation from the customer to book based on a quotation, the deposit payment of the total travel sum is to be made within 1 month. The full payment is to be made at least 6 weeks before departure.
You must organize your own travel insurance and if you fail to travel with adequate insurance coverage, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Except where otherwise expressly stated in these booking conditions, we will not be liable or pay you compensation if our obligations to you are affected by any event which we, or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to: war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.
If you are forced to return home early, neither us nor a supplier in question can refund the cost of any services you have not used.
If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
If you wish to change any part of your booking arrangements after a deposit confirmation receipt has been issued, you must inform us in writing as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we/the supplier (as applicable) will be able to meet your requested change. Where a request can be met, all changes will be subject to payment of the applicable administration fees as well as any applicable rate changes or extra costs incurred or imposed by the suppliers. You should be aware that these costs could increase the closer to the departure date. Where we are unable to assist you and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. A cancellation fee may be applicable. Note: certain services may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
Any special requests must be advised to us at the time of booking (e.g. diet, room location, a particular facility at a hotel etc.) You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation receipt or any other documentation, or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of obligations on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met.
Even though it is not our expertise to organize a holiday to customer with disability or special care, we will do our utmost best to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.
We / the suppliers make every effort to ensure that the arrangements you book through us run smoothly but if you do have a problem during your holiday, please inform the relevant supplier (e.g. your hotel or tour organizer) immediately, who will endeavor to put things right. If your complaint is not resolved locally, please contact us as soon as possible. Failure to do so will affect our and/or the applicable supplier’s ability to investigate your complaint, and will affect your rights. If the problem cannot be resolved and you wish to complain further, you must send an email notice to our office within 28 days after the end of your stay. This will assist us to quickly identify your concerns and speed up our response to you. Where we are acting as agent for the supplier in question, all assistance given in relation to resolving your complaint will be on a goodwill basis in our capacity as agent.
All customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behavior or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of other guests or any third party or damage to property, we reserve the right to terminate your booking arrangements with us immediately. Where we are acting as agent we will do so with the authority of the supplier in question. In the event of such termination, all liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. Neither the supplier nor us will have any further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behavior of other guests or individuals who have no connection with your booking arrangements or with us.
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. Non-Dutch passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to do so.
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or another transport supplier concerned immediately.
Where you experience a delay, which is not owing to any failure by us, our employees or subcontractors, can assist with refreshments, accommodation and communications but not with paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them.
Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorization before making your own travel arrangements in these.
It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you and concerning parties of them at the earliest possible date. We will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance.
Examples of “major changes” include the following when made before departure; a change of accommodation area for the whole or a significant part of your time away, a change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away, a change of outward departure time or overall length of your arrangements of twelve or more hours, a significant change to your itinerary, missing out one or more destination entirely. Examples of “minor changes” include the following when made before departure: any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type; a change of outward departure time or overall length of your holiday of twelve hours or less, a change of accommodation to another of the same standard or classification, or a cancellation of one tour/excursion.
If we have to make a major change or cancel we will tell you as soon as possible, and if there is time to do so before departure, we will offer you the choice of: 1) (for major changes) accepting the changed arrangements, 2) having a refund of the equivalent amount paid to the cancelled part of the arrangement or 3) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. If we have to make major changes to your trip, we would also like to offer you the following compensation:
|Moment of notification by us||Compensation in case of major changes (in total)|
|More than 70 days before departure||None|
|From 69 to 43 days before departure||€20|
|From 42 to 29 days before departure||€30|
|Less than 28 days before departure||€40|
The above sets out the maximum extent of our liability for major changes and we regret we cannot meet any expenses or losses you may incur as a result of change.
Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.
We will not pay you compensation and the above options will not be available if we make a minor change, or cancel as a result of your failure to make full payment on time, or where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
Very rarely, we may be forced by “force majeure” (see point 5) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.
The customer may at any time decide to cancel their trip, in accordance with the cancellation policy below.
Please note that the booking costs of €25 (adult) / €12.50 (child 6-11) are non-refundable.
|Moment of notification by customer||Refund Amount|
|21 business days or more before departure||100% (minus booking costs)|
|20 business days to 15 days before departure||50% of total sum (minus booking costs)|
|14 business days or less before departure||Non-refundable|
Some of the tours & excursions have strict age or height limitations. Please make sure to check these requirements on the product page of the respective tour. If a notification of a traveller not meeting the requirements comes after the booking is already made, the cancellation policy below applies.
Many of the tour/excursion services are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
3.3 The customer may decide to cancel their booked tour/excursion at any time, in accordance with the cancellation policy below:
|Moment of notification by customer||Refund Amount|
|15 business days or more before tour date||100%|
|14 business days to 11 days before tour date||80% of total sum|
|10 business days to 6 days before tour date||50% of total sum|
|5 business days or less before tour date||Non-refundable|
It is your responsibility to arrive on time at the designated tour location. We can neither rebook nor refund the activity in case of failure to show up or late arrival.
It is your responsibility to fill in the correct information when ordering a transportation ticket or entry ticket. This data includes; name as shown on passport, hotel name, booking number, booking name and check in date. If the booking name is different than the name given to us it might occur that the hotel or pick-up point is unable to find your booking and hand out the ordered product.
In the rare occasion that a product is out of stock, we cannot be held responsible and refund the total amount of the payment in this case. To make sure that tickets are available when ordering we advice the customer to check the product page for the actual product for the specific details and ordering deadlines.
Tickets booked through our website are valid only on the date requested at the time of booking. They can not be used on any earlier or later date. Considerably late arrival or no-show automatically makes the tickets invalid. For actual times, please refer to the actual product page. The tickets also become invalid if any content on the ticket is altered without permission.
In case a ticket or unique voucher is considerably damaged, lost, or stolen, it is not possible to refund the order. In case of an E-Ticket, it is possible to reprint the voucher and use it to exchange for a ticket.
4.4. All transportation tickets and entry tickets are non-refundable and non-changeable, and this policy applies upon purchase. The non-refundable tickets include, but are not limited to: Keisei Skyliner Tickets, Airport Transfers, Tokyo Metro Tickets, All Bus Tickets, Ghibli Museum Tickets*, Entry Tickets Tokyo Disneyland, Entry Tickets Universal Studios Japan, Sanrio Puroland Tickets.*Please note that if the Ghibli Museum turns out to be fully booked, and you already placed an order, you will receive a full refund.
It is your responsibility to fill in the correct details for delivery upon ordering.
For the 7GB Pocket-WiFi Router, this includes the correct flight number, arrival date/time and in case of Narita Airport the correct terminal number.
For the Unlimited Pocket-WiFi Router, this includes the correct hotel name, hotel address, check-in date and very importantly, hotel booking name. If the hotel booking is made on a different name than given to us through the order form, the hotel might not be able to find your booking. If your hotel booking cannot be confirmed, there is a chance that the hotel will not accept your WiFi delivery. We cannot be held responsible or liable to any delay of delivery in case inaccurate information was provided by the time of booking.
Availability of the 7GB and Unlimited Pocket-WiFi router is dependent on the actual stock. In the very rare case that the stock runs out, we cannot be held responsible. In this case we will refund the complete amount of your payment. Please order the 7GB WiFi Router at least 2 business days before your arrival in Japan. In order to guarantee that it can be delivered in time; the Unlimited Pocket WiFi Router has to be ordered at least 5 business days before arrival in the hotel.
The rental period for the WiFi-router is fixed from the moment of purchase. This means that the 7GB WiFi Router needs to be returned to an airport desk on the final day of usage, chosen when placing the order. The Unlimited WiFi Router needs to be returned by mail (a prepaid envelope is attached upon receival), on the final day of usage. Please note that there are mailboxes at the airport, but NOT behind the customs. If the customer accidentally brings the router home with them, shipping back to Japan and paying the shipping costs will be the responsibility of the customer.
In case of late return, a penalty of €15 per day applies. Please note that in case the Pocket-WiFi device gets lost, stolen, or is damaged considerably, a fine of €250 will be charged to the customer.
Full payment for the penalty must be paid directly to us. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you.
5.5. You may decide to cancel your Pocket WiFi Router order at any time, in accordance with the cancellation policy below:
|Moment of notification by customer||Refund Amount|
|10 business days or more before use date||100%|
|10 business days or less before use date||Non-refundable|
When placing an order for car rental, we assume you or the one who will be driving in Japan will be in possession of a valid internationaldriver’s license at the time of rental and therefore meets the official requirements to obtain one. If you do not manage to obtain a (international) driver’s license in time, the cancellation policy of the car rental applies (see 5.7).
Please note that for many European passport holders other than those with Dutch nationality, Japan often requires an official driver’s license translation as well. This is an additional service that can be purchased separately through our website.
The exact brand of the car is not guaranteed when placing and order through our website. Therefore the cars are organized in separate categories, that is P1, P2, P3 & W1, based on size, luggage space and the amount of seats available. The recommended amount of people per car type is written on our website. We cannot be held responsible if the customer choses a car that is too small for the amount of travelers with luggage. Requests for a specific car brand may be made, but cannot be guaranteed. In these cases, please contact us directly.
Our car plans all have a standard insurance plan included. According to this insurance, the following amount will be paid as compensation for an unexpected accident.
The amount of damage that is not covered or paid for by compensation shall be covered by the customer. Insurance does not cover any accidents specified by the disclaimers in the insurance agreement. Insurance may also not cover accidents that do not have an accident report issued by police.
The amount of damage that insurance does not cover or exceeds the insurance limitation shall be covered by the customer.
Examples of Cases that insurance was not paid:
In the event of a car accident, car theft, car trouble or a stain/damage on a car, if the car needs to be repaired and/or cleaned, the following fee will be charged, even with the basic insurance coverage:
In the event that car is not returned to the shop, for example the car is left on the street, even if the car is drivable, JPY 50,000 will be charged.
An additional insurance can be purchased for €7 per rental day. In addition to the basic insurance coverage above, this insurance also covers the non-operational charge mentioned at point 5.5, the expenses for flat tires and damage to wheel covers and it offers exemption for the costs covered by the customer in case of an accident, as opposed to the basic insurance.
The customer may decide to cancel their order for car rental at any time, in accordance with the cancellation policy below:
Moment of notification by customer
15 days or more before use date
14 days to 11 days before use date
10 days or less before use date