Refund reservations

You can get a refund for the train up to the time of departure.
A charge must be paid when claiming a refund.

How to operate refund

Click here for information on how to operate the refund.

Refund Hours and Conditions

In the following cases, we will accept refunds for reservations made by members through the app or browser.

Receiving Time for Refunds	24 hours Except during system maintenance between 23:30 and 5:30. Refunds are available until the departure time of the first train you board if you are transferring between two or more trains.
Conditions for Refunds	Before entering the ticket gate with an IC card or QR code, or before receiving your ticket, and up to the departure time of the train you have reserved. For unreserved seats, until 23:30 on the day of boarding. If you have already received your ticket, please bring your ticket and Express Reservation credit card to any major JR Tokai, JR West, or JR Kyushu station by the day of boarding to apply for a refund.
Amount of Refund	For detailed refund amounts, please check each product page. Please click here for refund amounts up to March 31, 2025 (for purchases) Please click here for refund amounts up to April 24, 2025 (for boarding)
Other	【Refunds after train departure】 Members cannot make refunds after the departure time of the train indicated on the timetable. In such cases, refunds will be made after the departure time of the train, and the specified amount will be automatically collected and refunded on or after the next day of the boarding date. This is not a full refund. (Please refer to each product page for the specified amount.) In this case, the result of the refund will not be notified by e-mail. The refund amount, etc. can be checked from "Usage History" on or after the second day following the boarding date. If you receive a ticket, it will not be automatically refunded. Please bring your ticket and Express Reservation credit card to the main station counter of JR Central, JR West, or JR Kyushu by the day of boarding to apply for a refund.

Refund conditions for round-trip discount products are subject to separate conditions and fees. For details, please refer to the "smart EX-round trip" page.

When a trip is cancelled due to significant train delays or cancellations

● The FAQ also provides information on what to do in the event of significant train delays or cancellations.

If you cancel your trip when a typhoon is approaching or threatening to make landfall, or when a train is severely delayed or cancelled, you may be able to obtain a refund at no charge through your own operation.
Members will be informed of any refunds they can process free of charge through emergency notifications that will appear at the top of the screen, which will give details of the boarding sections affected and how the situation is being handled. If you are not using a reservation that includes the affected boarding sections, please use the membership feature to process a refund.
For discounted round-trip fares, you can claim a refund with no charges payable by using a "collective round- trip refund" if both the outbound and return stretches are unused (i.e. before tickets have been picked up, or before going through a ticket gate with an IC card) , even if the reservation for the return stretch is for the next day or thereafter (with the membership feature, only refunds for the return stretch is possible only if you have used the outbound reservation or the boarding date has passed).
Note that if you have already picked up the tickets, you should process your refund at a ticket booth at a JR Central, JR West or JR Kyushu station; this should be done within one year of the boarding date.
- The payment is settled in YEN and foreign transaction fee etc. accompanying this shall be governed by a contract between the Member and his or her credit card company.
Note that each time a change is made we take a new payment for the post-change fare, and then refund the cost of the pre-change fare. Therefore foreign transaction fee prescribed by the credit card company may be charged each time when making a change.