Japan train refunds and ticket issuance

These rules apply to Japan train tickets booked through 9Rail. For other countries, check the conditions of the selected ticket.

Refund requests

Submit your refund request at least 2 hours before departure. A 20% cancellation fee is deducted from the refund.

Open the booking in My Order and submit a refund request, or contact support for help. A submitted request is not a completed refund; check your order status and email for the outcome. The time for funds to reach your account depends on your payment provider.

Ticket issuing hours

Tickets are processed within 30 minutes during issuing hours: daily 06:00–23:00 Japan time (UTC+9), for tickets already on sale.

The Japan railway system is under maintenance from 23:00 to 06:00 the next day. No tickets are issued during this period. Orders are processed after issuing resumes at 06:00; maintenance time is excluded from the 30-minute processing window.

Advance bookings for tickets not yet on sale are processed once railway sales open. Check the advance-booking details for your selected ticket.

Receiving your ticket

Payment confirmation is separate from ticket issuance. After issuance, follow the e-ticket, collection or exchange instructions in your email or My Order. Only a document explicitly identified as a boarding ticket can be used at the gate.

Changes and order support

For a change, contact support before departure to confirm the conditions for your selected ticket. Wait for confirmation before relying on a revised journey.