Hi Veronika, we’re sad to here you got sick and can’t come to Japan. Hope you are feeling better and we will help you with your refund process, don’t you worry.
As for the refund itself, every Japan Rail Pass exchange voucher (MCO) that has been issued and registered in JR’s system can only be refunded partially. JR charge 15% of the total JR Pass amount upon cancle of the pass, and we have to forward that charge to the buyer. We will therefore refund 85% of the Japan rail pass cost to your card used at purchase.
Feel free to have a look at our return and refund policy: Japan Rail Pass Refund – Return your JR Pass (getjrpass.com)
You have 12 months to request a return and refund for the unused Japan Rail Pass.
With kind regards, Jonathan H.