Train ticket refunds and changes

Payment processing fees

For train bookings made or safely re-quoted under our zero-payment-fee policy from 17 September 2026 at 16:28 (UTC+08:00), ShinkansenTickets adds no percentage or fixed payment processing fee. We keep our existing ticket-pricing method unchanged; our ticket prices may include a booking margin and are not a promise of the railway's direct price.

Railway or ticket cancellation charges, change charges and fare differences may still apply. Your bank or wallet may independently charge for currency conversion or cross-border transactions.

Payments completed under the earlier policy retain their original amounts and conditions. This policy does not automatically refund earlier payment fees. Additional payments for a train booking carry no added payment processing fee after the effective time; the fare difference and its reason must be shown before payment. Separate eSIM purchases have their own pricing.

Request a cancellation or change

Open My Order and review the conditions for your booking before submitting a request. You can also contact customer support. A request is not a completed cancellation, change or refund; wait for confirmation.

Before ticket issuance

Cancellation eligibility depends on whether ticketing or another payment or after-sales action is already in progress. For an eligible booking under the zero-payment-fee policy, we do not deduct payment processing or payment-channel refund fees. If we cannot issue your selected service and the booking is cancelled without an accepted alternative, the unused original booking payment is refunded, less any amount already refunded.

After ticket issuance

For bookings covered by our standard online refund rule, requests must be made more than 90 minutes before the scheduled departure, using the departure station's local time. The standard ticket cancellation deduction is 30% of the refundable ticket amount. This is our booking-service rule, not a statement that every railway or fare uses the same cancellation charge.

Special fares, already collected or used tickets, and provider restrictions may limit refunds or require assistance. Check the conditions displayed for your selected ticket. The amount shown in an online refund request is an estimate until the applicable conditions and payment records have been checked.

Changes and fare differences

For bookings covered by our standard online change rule, requests must be made more than 3 hours before departure in the departure station's local time. A change depends on availability, the fare and whether the ticket has been issued or collected. We will show any payable fare difference and applicable ticket change charge. A lower-priced alternative does not automatically entitle you to a refund.

For a booking already changed or partly refunded, contact support if an automatic refund quote is unavailable. We must reconcile the current ticket value, original payment, additional payments and completed refunds.

Refund records and timing

Refunds cannot exceed the amount collected for the relevant payment less completed refunds and amounts already reserved for an active refund. Refunds for an additional payment are tracked separately. We will notify you when a refund is confirmed; your bank or payment provider determines when it appears in your account. Do not submit a duplicate refund request while a previous one is pending.