Terms and conditions

japan rail pass

General terms and conditions of sale

These terms and conditions are separated into two sections:

  • A first part entitled “General conditions” which providing a framework to the contractual relations between the customer and Japan Experience, whatever has been purchased.

  • A second part entitled “Specific conditions” providing a framework to contractual relations between the customer and Japan Experience depending on what has been purchased.


          1. Definition

-Customer: person who has made a purchase from Japan Experience
-Purchase: a specific service purchased by the customer and accepted by Japan Experience
-Terrestrial service: service supplied throughout the entirety of Japanese territory as part of a trip, for example, including but not limited to accommodation, transport, activities, assistance, services…
-Circuit: service provided by Japan Experience including creation and follow-up for an itinerary in Japan, possibly accompanied by a guide and including transport, accommodation and on-site meals.
-Guided Circuit: Circuit carried out with a guide with expertise regarding Japan
-Enrolment: In the absence of a specific agreement, this document provides a framework to the contractual relations between the customer and Japan Experience.

          2. Presentation of Japan Experience

Japan Experience is a travel agency which was founded in 1981 and which aims to provide advice and assistance to people who wish to travel to Japan.

To facilitate this, Japan Experience supplies, with the help of its many trusted partners, a range of services allowing customers to enjoy a unique, made-to-measure trip:

  • Transport to Japan
  • Transport while in Japan (Japan Rail Pass train packages, car rental, etc.)
  • Accommodation
  • Circuits with or without guides
  • Local activities in Japan
  • Resources for internet connections (Pocket WiFi, Sim cards)
  • Public transport payment cards (Suica, Pasmo)
  • Provision of information in our boutique and on websites

          3. Information about administrative and health formalities

Information provided by Japan Experience about administrative formalities which need to be carried out before heading to Japan is solely aimed at citizens of European nationality.

People from outside of the European Union must obtain all necessary information about required administrative and health formalities prior to the beginning of a trip from the relevant Embassies or Consulates.

It is the customer’s responsibility to check that their documents comply with all requirements prior to their trip. We strongly recommend that all of this information be checked with the competent authorities. Japan Experience cannot, in any case, be held responsible for the consequences of a failure on the part of customers to comply with police, customs or health regulations, both prior to and during their trip.

A customer who is unable to board a flight due to not presenting the required documents may not claim any reimbursement or refund. Japan Experience strongly recommends that you regularly consult the specific country information relating to your trip published by the Foreign Affairs Ministry at the following address: www.diplomatie.fr . Japan Experience would like to attract your attention to the fact that this information may change leading up to your departure date; it is therefore advisable to consult it regularly.

          4. Withdrawal period

In compliance with the provisions of the French Consumer Code applicable to travel agencies (Art. L. 121-20-4), customers have no right of withdrawal regarding services purchased from Japan Experience. If they cancel their purchase, customers are invited to take note of the cancellation fees set out in the Specific Conditions as outlined hereinafter.

          5. Personal data

In order to obtain general information on the personal data protection policy operated by Japan Experience, please consult our Confidentiality policy.

                     5.1. Personal data collected by Japan Experience

When a purchase is concluded, Japan Experience is apt to collect the following personal data:
- Surname, first name
- E-mail address
- Contact details
- Telephone number
- Address
- Banking details (card number, expiry date, security code)
- Company name
-Date of birth

Collection of this data is necessary for us to supply the service to customers, meaning that communication of this data is obligatory for any purchases to be concluded with Japan Experience. Should customers refuse to provide Japan Experience with their personal data, Japan Experience will be unable to pursue their service requests.

                    5.2. Purposes of data collection

Personal data is collected by Japan Experience in the aim of:

- Processing orders placed by customers;
- Monitoring orders placed by customers;
- Facilitating contact between Japan Experience and customers;
- Sending commercial and advertising information, in accordance with customers’ preferences.

When a purchase is concluded with Japan Experience, customers are invited to clearly express their choices regarding receipt of commercial and advertising information, notably by means of electronic communication.
Japan Experience is responsible for processing this information.

Information processing is founded on the legal bases set out below:

- Necessity of processing to carry out the contract agreed between customers and Japan Experience (processing/monitoring orders and contacting);

- Processing based on express agreement from customers (sending commercial and advertising information).

                    5.3. Length of data retention

Japan Experience undertakes to keep customers’ personal data only for the length of time necessary for the purposes of processing.
Furthermore, legal provisions oblige Japan Experience to keep some personal data for a minimum time period.

Customers’ personal data is kept by Japan Experience for the time periods set out below:

- Contact details (surname, first name, address, etc.): 5 years
- Bank details: 4 months

                    5.4. Sharing of personal data with third parties

Personal data collected by Japan Experience may be shared with third parties in the following cases: 

- When Japan Experience uses service providers to host its databases. In this case, Japan Experience’s website is hosted by GOOGLE CLOUD PLATFORM and its databases are hosted by Google Cloud Platform/Google Ireland Limited. Gordon House, Barrow Street, Dublin 4, Ireland. Servers hosted in Belgium.

- When Japan Experience uses the services of a service provider as part of its service provision and in accordance with the choices expressed by customers. As a part of the supply of the service ordered by customers and in order to fulfil their different requirements, Japan Experience communicates some personal data to its different service providers.

Thus, for example, when customers wish to book a plane ticket for Japan, execution of this service requires communication of customers’ identity information to the relevant airline.

Similarly, when customers pay for their order using a bank card, their bank data is communicated to a service provider, INGENICO EPAYMENTS, in order to benefit from a secure online payment platform.

The same applies every time that execution of customers’ orders requires use of a third-party service provider.

- When Japan Experience communicates your personal data to other bodies in its group Japan Experience is part of a group of several companies, with the other companies in the group also being apt to access your personal data if such processing is justified by the execution of the contract agreed between customers and Japan Experience. Thus, our counsellors, in our subsidiaries abroad, are available across a number of countries in order to answer customers’ questions during their trip to Japan 7 days a week.

Their missions by definition involve accessing customers’ personal data in order to rapidly provide them with answers which are appropriate for their specific situations. In regard of this point, we guarantee that all companies in the VIVRE LE JAPON group are subject to the same requirements in terms of personal data protection.

- If the law requires it, Japan Experience may communicate data subsequent to claims made against Japan Experience and to comply with obligations arising from administrative and legal procedures;

- If Japan Experience is involved in a merger, takeover, asset transfer or insolvency proceedings, it may transfer or share all or part of its assets, including personal data. In such case, customers will be informed prior to personal data being transferred to a third party.

In all cases, Japan Experience undertakes to:

- Only communicate to its service providers the customer personal data they require to execute the order;

- Only communicate the customer personal data to service providers who provide sufficient guarantees in terms of personal data protection;

-Provide a strict framework to processing of its customers’ personal data carried out on its behalf by service providers.

                    5.5. Security and confidentiality

Japan Experience applies organizational, technical, electronic and physical measures in terms of digital security in order to provide protection to personal data against any alteration, destruction and unauthorized access.

                   5.6. Application of customers’ rights to their personal data

In application of the regulations relating to personal data, customers have the following rights:

- They can update or delete their data by contacting Japan Experience at the following e-mail address: data@vivreleJapan.com

- They can exercise their right to access, to know what data Japan Experience holds about them, by writing to the following e-mail address: data@vivreleJapan.com

- If personal data held by Japan Experience is incorrect, they can ask for the information to be updated by writing to the following e-mail address: data@vivreleJapan.com

- Customers can oppose processing of their data at all times by contacting Japan Experience;

- Finally, customers can also request communication of all data pertaining to them as part of their right to data portability.

In these different cases and before they exercise their rights, Japan Experience can ask clients for proof of their identity in order to verify it. Japan Experience undertakes to provide an answer to requests made prior to this within a timeframe of one month, with the possibility that this period may be extended by two months in case of complexity or a high number of requests.We furthermore remind you that customers may, in case of litigation regarding processing of their personal data, make a claim to the competent supervisory authority, namely CNIL in France: www.cnil.fr

                    5.7. Modifications to this clause

Japan Experience reserves the right to modify this clause relating to protection of personal data at any time. If any modification is made to this clause on protection of personal data, Japan Experience undertakes to publish the new version on its website.

Japan Experience will also inform customers via electronic message, as far as is possible, within a minimum timeframe of 15 days prior to the date the modification takes effect. If customers disagree with the modified terms of the personal data protection clause, they may request deletion of their personal data.

          6. Risks and security

Risk is a factor which is inherent to every trip. As part of the service supplied to every customer, Japan Experience will make every effort to provide them with services which are adapted to their requirements and free of specific risks.

Customers remain, however, solely responsible for their own safety during their trip to Japan and may in no case hold Japan Experience liable for any risk which arises and for which the company is not responsible. Regarding this point, Japan Experience would like to remind customers of the necessity, prior to any trip, of obtaining information about the specific risks, laws and practices which apply to the country you are travelling to.

          7. Force majeure

Japan Experience cannot be held liable in a case of force majeure. In compliance with Article 1148 of the Civil Code, force majeure is characterized by an external, unforeseen and uncontrollable event which is beyond the control of any of the parties.

          8. Customer service

For any questions relating to the order they have placed, customers may contact a Japan Experience counsellor by proceeding as follows:
By telephone: + 33 (0) 1 42 61 60 83
By e-mail: using the address contact@vivreleJapan.com
By mail: by writing to Japan Experience, 30 rue Sainte Anne, 75001 Paris, France

          9. Election of jurisdiction clause

In case of any dispute arising regarding the application of these general conditions of sale and the interpretation thereof, customers acting as consumers may have recourse to a consumer mediator, whose contact details will be provided by Japan Experience.

In a general sense, any dispute regarding the application of these general conditions of sale and the interpretation and execution thereof and of sales contracts agreed by Japan Experience, or the payment of the price, will be brought before the courts in Paris, wherever the order, delivery or payment was made and whatever the mode of payment, even in case of proceedings involving the introduction of third parties or proceedings involving multiple defendants.

          10. Renunciation

If Japan Experience does not, at a given time, rely upon one of the clauses in these terms and conditions, this will not equate to renunciation of the right to rely upon the same clauses at another time.

          11. Applicable law

Any question relating to these general conditions of sale as well as to the sales they regulate which is not dealt with by these contractual stipulations will be settled by French law, to the exclusion of any other legal regime.


Travelling to Japan

Before travelling to Japan it is the customer's responsibility to understand and adhere to all administrative and health formalities. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable
You should obtain up to date advice on passport, visa and health requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

Japan Experience 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. Customers unable to board a flight or enter a country due to incorrect documentation are not entitled to any refund or compensation from us.


          1. Japan Rail Pass

The Japan Rail Pass exchange voucher produced by Japan Experience is refundable up to one year from the order date. There is a 15% cancellation fee withheld from the refund whatever the date of cancellation.
Shipping fees are not refundable.

If you lose your Japan Rail Pass, reimbursement can only occur if the pass has not been exchanged and 4 months from the issue date of the exchange coupon. The cancellation fee remains 15% as long as there is validation from our supplier that the exchange coupon has not been exchanged, whatever the date of cancellation up to one year after the date of issue.

Upon purchase of your Japan Rail Pass exchange voucher, the purchaser acknowledges the terms and conditions for eligibility for use of the Japan Rail Pass, available on our website at the time of purchase.

Japan Experience is not responsible for any denied exchange of the voucher for the Japan Rail Pass once in Japan, regardless of the reason.

                    1.1. JRP Assistance

- Methods of payment
JRP Assistance can be fully (100%) paid upon reservation

- Cancellation conditions and fees
The JRP Assistance is non refundable

                    1.2. Pocket Wifi

- Methods of payment

Pocket Wifi can be fully (100%) paid upon reservation

- Cancellation conditions and fees
The Pocket Wifi is refundable up to one week before the start of rental. Past this date, the Pocket Wifi is no longer refundable. There is a 10% cancellation fee.

Any penalties due to late returns or loss of the device are calculated in Yen and will be invoiced in the currency of the purchase.

For all technical questions or malfunctions, please first contact Global Advanced Communications by email: info@globaladvancedcomm.com or by telephone at +81 3 5843 7636.

If the Pocket Wifi is lost or not received in a timely manner by our partners Global Advanced Communications at the end of its rental period, this will automatically give rise to all of the statutory consequences of default, without any special reminder being required. In particular, we reserve the right to debit the card used when placing the order. Furthermore, the entire balance shall become due and payable immediately. Late returns will incur a charge of 400 JPY per day, and lost devices a flat fee of 20000 JPY.

                    1.3. SIM Card

- Methods of payment
The SIM Card can be fully (100%) paid upon reservation

- Cancellation conditions and fees

The SIM card is refundable if it has never been used and its packaging is intact. It must be returned within one month of the purchase date. There is a 10% cancellation fee.

                    1.4. Pasmo and Suica

- Methods of payment
The Pasmo and Suica can be fully (100%) paid upon reservation

- Cancellation conditions and fees

Because the Pasmo and Suica cards sold on our website are not registered to an individual, unfortunately they are not eligible for a refund or a replacement.

                    1.5. Limousine Bus Tokyo

- Methods of payment
The Tokyo Limousine Bus transfers can be fully (100%) paid upon reservation

- Cancellation conditions and fees

The Tokyo Limousine Bus transfers are refundable if they have never been used and if the voucher are returned within one year of the purchase date. There is a 10% cancellation fee.

                    1.6. Yasaka Kyoto

- Methods of payment
The Yasaka Shuttle transfers can be fully (100%) paid upon reservation

- Cancellation conditions and fees

The Yasaka Shuttle transfers are refundable if they have never been used up to one week before the date of transfer. There is a 10% cancellation fee.

                    1.7. Shipping costs

- Methods of payment
Shipping costs can be fully (100%) paid upon reservation

- Cancellation conditions and fees

Shipping costs are non refundableOptionsProducts such as the Japan by Train guide, the JR train timetable and the Tokyo/Kyoto map are not refundable.

          2. Prices

Whilst we will make all reasonable efforts to show accurate information on our website, we cannot guarantee the price or our ability to supply any particular item shown.

All prices shown on our website, www.japan-rail-pass.com, are to be seen as guide prices, and as such do not constitute an offer to sell. The formal contract formation and our acceptance of your order only occurs once we have both received your payment and dispatched the goods. Until we have formally accepted your order, received your payment and dispatched the order, placement of an order will constitute an offer to purchase.

All prices listed on the website Japan-rail-pass.com are indexed according to the value of the Yen and may vary depending on its fluctuation.
The reference rate which is used for calculation is indicated when the enrolment form is signed.

contaCT US

If you can't find the information you're looking for, feel free to contact us by email or directly on: +44 (0)20 3514 6932.


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