Refund Policy for Sunrise Express Tickets
Effective Date: May 10th, 2024
At Sunrise Express Tickets, we aim to offer a seamless and dependable ticket booking experience for travelers seeking one of Japan’s most unique rail journeys. Due to the limited availability and competitive nature of Sunrise Express reservations, we ask all customers to carefully read and understand our refund policy prior to placing a deposit or making a booking.
Refund of Deposit
We understand that plans may change. That’s why we’ve structured our deposit refund policy to be fair, transparent, and in alignment with the realities of Japan Rail's ticket release system.
1. Before Tickets Go On Sale
If you submit a cancellation request before tickets go on sale, your deposit will be refunded in full.
To be eligible:
Your refund request must be submitted by email to booking@sunriseexpresstickets.com.
The request must arrive no later than noon Japan Standard Time (JST) on the day before ticket sales open for your chosen travel date.
2. After Tickets Go On Sale
Once tickets have gone on sale, our team begins attempting to secure your reservation. At this point:
If we are unable to obtain your desired ticket (for example, if the train is already fully booked), we will issue a full refund of your deposit.
If we are successful in securing your ticket, the deposit becomes non-refundable, regardless of whether you proceed with full payment or ultimately choose to travel.
3. Bookings Made After Tickets Have Gone On Sale
If you place a booking after tickets have already gone on sale for your travel date:
Your deposit is refundable only if the desired ticket is no longer available.
If the ticket is available and secured, the deposit becomes non-refundable once reserved.
Refunds After Full Payment and Ticket Shipment
Once full payment has been made and your physical Sunrise Express ticket has been printed and shipped, our ability to offer refunds becomes limited by JR’s cancellation policies.
In the event of train cancellations (e.g., due to natural disasters, typhoons, or operational disruptions), the following applies:
To receive a refund, you must mail the physical ticket(s) back to our office.
Our return address is:
Sunrise Express Tickets
〒107-0061
Tokyo, Minato City, Kitaaoyama, 1-chōme−3−3
三橋ビル 3階 (Mitsuhashi Building, 3rd Floor)
Only the face value of the ticket (i.e., the amount charged by JR) will be refunded.
Our service fees, handling charges, and shipping costs are non-refundable under any circumstance.
Tickets that are not returned physically to our office will not be eligible for any refund. This is a strict requirement set by JR and is non-negotiable.
Ticket Sale Timeline
Understanding when tickets go on sale is essential for both booking and refund eligibility. Sunrise Express tickets are released exactly one month in advance of the travel date. For instance:
A ticket for February 15th becomes available on January 15th.
Special Rules and Exceptions
Some specific dates follow JR's adjusted release schedule:
March 29, March 30, March 31, and April 1 tickets all go on sale on March 1.
Exception: In leap years, March 29th tickets go on sale on February 29th.
For months that do not have a 31st, tickets for the 31st of the month go on sale on the 1st of that same month:
May 31st → Available May 1st
July 31st → Available July 1st
October 31st → Available October 1st
December 31st → Available December 1st
We encourage all customers to review these dates carefully and submit any pre-sale refund requests accordingly.
How to Request a Refund
To ensure clear and timely communication:
All refund requests must be sent by email to booking@sunriseexpresstickets.com.
Requests relating to deposits before tickets go on sale must be received no later than noon JST on the day before your ticket’s sale date.
For ticket-based refunds, ensure your return package is postmarked and sent as early as possible after a train cancellation is announced.
Final Notes
This policy is intended to balance fairness to our customers with the operational realities of JR’s ticketing system. When we begin working on your request, time and labor are invested to secure your reservation—often against heavy demand and limited availability.
We appreciate your understanding and cooperation. If you have any questions regarding your eligibility or this policy, please don’t hesitate to contact us at the email provided above.
Thank you for choosing Sunrise Express Tickets. We’re proud to help travelers from around the world experience one of Japan’s most iconic rail journeys.