My girlfriend and I might have to cancel our JR pass due to the airline apparently cancelling our flights (we're still trying to get a hold of them). If that happens, do we need to mail in our passes back to you? Is there a fee still involved or are you waiving cancellation fees due to coronavirus? Thanks
Japan Experience (japan-rail-pass) says that the standard refund policy still applies, however I have obtained information that there is a waiver in place by JR to provide full refunds for this situation for trips between the end of February to early April. (JTB and other agencies are offering this option.) I certainly hope that this isn't true and Japan Experience is not pocketing the cancellation fees of travelers trying to stay safe.
This will hurt JE's image quite badly. They're really not thinking long term here.
You can find information on how to get a refund or a credit note for your order here: https://www.japan-rail-pass.com/coronavirus-cancellation-policy. There is a cancellation fee of 15% if you wish to get a refund. Or you can get receive a credit note that is for the total value of the order. The credit note is valid until 15th September 2021. Please contact our sales team directly if you have any questions.
The page still says:
Before sending back your order for a refund, please check back on this page on or shortly after the 20th of April to confirm the opening date of our office. Please do not send returns before this date as we cannot guarantee we will receive the delivery.
It's best to contact your nearest office by phone or email to see when they will be open. You can find a list of the offices here: https://www.japan-rail-pass.com/about-us/contact.