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Terms & Conditions


Contents:

Japan Rail Pass (JR Pass) and Exchange Order Terms & Conditions
1. JR Pass Eligibility

The JR Pass can only be used by:

A. Foreign tourists entering Japan as “Temporary Visitor” for the purpose of sightseeing.

B. Japanese nationals residing outside of Japan with a permanent residence permit.

We require proof of the following before we can process your order:
– Proof of permanent residence status
– Written proof that you currently reside outside of Japan

C. Japanese nationals residing outside of Japan and married to a non-Japanese.

We require proof of the following before we can process your order:
– Marriage certificate or other written proof of marriage.
– Written proof that spouse resides outside Japan
– Written proof that you reside outside Japan

*The JR-East, JR-West and JR Hokkaido passes cannot be used by Japanese Nationals.
*JR東日本・JR西日本・JR北海道のレールパスは日本国籍の方にはご利用出来ません。

For more information on eligibility please see here.

2. Obtaining a JR Pass

The Japan Rail Pass needs to be purchased outside of Japan. Upon purchase the customer receives an Exchange Order which can be exchanged for the JR Pass in Japan. Names written on the Exchange Order need to be exactly as written in the passport. Upon exchanging the Exchange Order for the JR Pass and while using the JR Pass, the customer is obligated to show his/her passport when requested to do so.


3. JR Pass Validity

The Exchange Order is valid for three months, 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.

4. Using the JR Pass

Certain limitations apply to the use of the JR Pass. Use of the JR Pass is strictly limited to the signer only.
For detailed information regarding the use of the JR Pass, please see here.

IMPORTANT
5. Cancellation/return and Loss/Theft

An Exchange Order that has not yet been turned in for a JR Pass can be returned to the office of purchase for a refund within one year of the date of issue. A cancellation fee of 10% + € 20 per pass,- handling fee will be subtracted from the refund.
After an Exchange Order has been turned in for a JR Pass, the JR Pass can be turned in at any JR Pass exchange office for a refund only if this is done before the starting date for the use of the JR Pass.
Neither the Exchange Order nor the JR Pass can be reissued if lost or stolen.

When one or multiple exchange orders are sent via “Normal mail”, tracking option 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. H.I.S. Travel Nederland cannot be held responsible and/or liable if a parcel sent with normal mail is lost or stolen.

Please note:
– Once exchange voucher(s) are shipped by Normal mail,  delivery service will be carried by Post.nl. Before determine the delivery option, please be aware that after the shipment
H.I.S. Travel Nederland cannot be held responsible and/or liable if a parcel sent with normal mail is lost or stolen.

Airline Ticket Changes & Cancellations
After reservation, before ticketing:Both changes and cancellations before ticketing are completely free of charge.

Changes after purchase/ticketing:Depending on airline and booking class changes may or may not be possible and may or may not incur a handling fee by the airline. Customers will always be informed of the change and cancellation terms applicable to their ticket before ticketing. Change/cancellation requests need to be done at least one day before departure of the applicable flight.
H.I.S. Travel Nederland charges a € 30,- handling fee per case.

Cancellations after purchase/ticketing:Depending on airline and booking class cancellations may incur a handling fee by the airline which may be up to 100% of the fare. Customers will always be informed of the change and cancellation terms applicable to their ticket before ticketing. Change/cancellation requests need to be done at least one day before departure of the applicable flight.
H.I.S. Travel Nederland charges a € 30,- handling fee per cancellation.
Names on tickets cannot be changed.

Changes/cancellations by Airlines:Airlines may change and/or cancel tickets at any time. In such cases and if applicable Airlines are obligated to arrange replacement transportation. H.I.S. Travel Nederland will keep customers informed about such changes/cancellations to the best of their ability, but cannot be held responsible for said changes/cancellations.

Hotel Changes & Cancellations
Hotel booking change and cancellation terms vary per hotel and per booking.
Our employees will always inform customers of such terms before/during booking.
In case of an online booking, please check the booking details for said terms.
A change of hotel is not possible and requires a cancellation and new booking.

Tour Activities Changes & Cancellations
General cancellation policy for Activities:
until 21 Days before activity: 0% cancellation charge
from 20  to 15 Days before activity: 50% cancellation charge
from 7 Days or less before activity: 100% cancellation charge.Some activities may have more strict cancellation policies. In such a case our staff will inform you.
In case of an online booking, please check the online booking details for said terms.

Package Holiday bookings
This section only applies to package holidays booked with us as organiser.

Definition of Package:A package exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-(a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “organiser” under the Council Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours.

1. Pricing:
When you make your booking you must pay a deposit of 10% of the full amount within 4 weeks from booking request. The balance of the price of your travel arrangements must be paid at least 3 weeks before your departure date. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit. Fees paid to the the travel agent are held by him on our behalf at all times.The price of your travel arrangements will be calculated using exchange rates calculated by H.I.S. Travel Nederland B.V. in relation to the following currencies: Japanese Yen to Euro.

We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays.

The price of your confirmed holiday is subject at all times to changes in transport costs such as fuel, and any other airline cost changes which are part of our contracts with airlines (and their agents), operators and any other transport provider; and to changes in the currency exchange used to calculate your arrangements and to rates, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports any or all of which may result in a variation of your holiday price.
We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of €1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your confirmed travel arrangements (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of the amount paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements.
Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. There will be no change made to the price of your confirmed holiday within 30 days of your departure nor will refunds be paid during this period. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

2. Transfer of booking by you
If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of €50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

3. If you cancel
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices or by email. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table at clause 4 (The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling).

Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. We will deduct the cancellation charge(s) from any paid amount.

4. If we change or cancel your package holiday
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 or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of force majeureor 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, or a change of accommodation to another of the same standard or classification.
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 i) (for major changes) accepting the changed arrangements ii) having a refund of the paid amount iii) 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 make a major change or cancel, less than 60 days before departure, we will also pay compensation as detailed below:

IF WE MAKE A MAJOR CHANGE TO YOUR HOLIDAY IF WE CANCEL YOUR HOLIDAY IF YOU CANCEL YOUR HOLIDAY
Period before departure within which notice of Cancellation or major change is received by us or notified to you Amount you will receive from us Amount you will receive from us Amount of cancellation charge
More than 21 days Nil Deposit Only Cost of any flights booked
From 20 to 15 days €20 100% of holiday cost (+€20) Cost of any flights booked plus 30% of remaining arrangements
From 14 to 3 days €30 100% of holiday cost (+€30) Cost of any flights booked plus 100% of remaining arrangements
Less than 2 days €40 100% of holiday cost (+€40) 100% of holiday cost

We will not pay you compensation where we make a major change or cancel more than 60 days before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or if we cancel your arrangements because the minimum number of participants to run the arrangements has not been reached. (We will tell you if we have to cancel for this reason not less than 45 days before departure).

The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. 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 clause A4) 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.

5. Our Responsibilities to you in respect of Package Holidays
1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Council Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours as set out below. Subject to these booking conditions, if we or our suppliers perform or arrange your contracted holiday arrangements negligently, taking into consideration all relevant factors (for example following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday), we will pay you reasonable compensation. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
2(i) the act(s) and/or omission(s) of the person(s) affected;
2(ii) the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
2(iii) unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
2(iv) an event which either ourselves or the suppliers could not, even with all due care, have foreseen or forestalled.

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
3(i) loss of and/or damage to any luggage or personal possessions and money

The maximum amount we will have to pay you in respect of these claims is €25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind

3(ii) Claims not falling under 3(i) above and which don’t involve injury, illness or death

The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

3(iii) Claims in respect of international travel by air, sea and rail, or any stay in a hotel

The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.

4) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

5) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you.

7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

6. Delays, Missed Transport Arrangements and other Travel Information
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 other transport supplier concerned immediately.

The Council Directive 90/314/EEC of 13 June 1990 on package travel, package holidays and package tours provides that in the event that you experience difficulty on the occurrence of circumstances described in clause 5 (2) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not 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 authorisation before making your own travel arrangements.

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