Frequently Asked Questions

To know the rate

Q: How much do I have to pay for this rental?

A: In order to know the rental charge, please first use our search engine, enter your desire desired dates, outlet and options, you will see a list of search result with the total rental fees.

Q: What is meant by the charge incurred under the calendar day system?

A: The charge under the calendar system refers to the charge per day, the total cost will be counted according how many days you rent the car.

Q: Do I need to purchase Compensation Coverage (immunity insurance)?

A: No, however we would recommend you to consider to purchase it.
In case of an accident, it can be helpful and provide coverage for the compensation fees.

Q: Will other costs other than the basic charge be incurred?

A: You can find the total rental fees by using our search engine.
In case you add any options or extending the term without advanced notice, extra payment should be incurred.
Please note that, there may be a case the confirmed cost is altered according to respective conditions.

Q: I want to return my car to the different outlet from my original outlet. How much would the charge be ?

A: You can drop off at different outlet with advance request.
Please choose your desired pick up and return outlet and the system will indicate the drop off charge in the search result.
Some rental car company offer free drop-off within the prefecture or within a limited distance.
(Hokkaido and Okinawa is calculated differently)

Q: Can I add an option after booking the reservation or upon arrival?

A: No. it is impossible.
No alternation can be requested after reservation confirmed or at the outlet.
In case you would like to add options, please first cancel the current reservation and submit an updated application.

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Car model

Q: Am I able to request a specific car model?

A: No, it is not possible to deliver the specific model, type, mileage, color, GPS type/age of the car, even being requested.
Please note that all reservations are to be made according to the car class, not by car model.
There is a case you have an upper class car as an exceptional case.
You can not change the provided car even if you do not like it or it is too small for you.

Q: Is that possible to make a reservation, even if our number of passengers exceed the recommended number?

A: We recommend number of passengers with considering you luggage.
There is no problem if you have numerary passengers and all of your luggage can be put in the car.

Q: I want to know size of the trunk in order to put our luggage.

A: We recommend to simulate with [Car detail].
You can find [Car detail] in the search list page.
You click [Car detail], and you can check Number of Luggage Simulation according to RECOMMEND PASSENGER NUMBER.

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Option

Q: Can I use ETC System to pay toll fee?

A: ETC device has been equipped in all car rentalIf you can bring your own ETC card, you can use it.
If you do not have ETC card, You can pay the toll fee at the each toll booth.

Q: Can I rent ETC card to use ETC system?

A: ETC device has been equipped in all car rental of ToCoo.
ToCoo offer ETC car rental service. ETC card rental fee is 300 yen/day.
You can choose pick up place in booking process Plese choose the pick up place from the Airport Post Office or Hotel where you would stay.
If you select ETC CARD, deposit of 15,000 yen from the registered credit card will be required.
Deposit 15,000 will be held until we received ETC card toll fee charges from the highway provider.

Q: How do I rent a car with an onboard GPS navigation system?

A: Almost passengers car will be with GPS in Japanese.
However there are cars without GPS .
If you would like to have GPS, please choose a car with English GPS/ multilingual GPS option.
Unless you book a car with English GPS, it will be a car with Japanese GPS, even if you book a car with GPS.

Q: Can I request type of GPS or updated GPS?

A: We can NOT accept request for GPS type/age/function, since designating car type or model is not provided.
We do not promise any of GPS type nor conditions.
Please note that even the updated/latest GPS can not show all destinations.
There are many famous destinations not registered to GPS.

Q: How can I rent a car with an English GPS?

A: Not all the car rental companies offer English GPS.
If you would like to have English voice guidance GPS, please select English GPS option in the search engine, and we will list available outlet in the search result.
Unless you book a car with English GPS, it will be car with Japanese GPS.

Q: Is there any special mention for operation a GPS in Japan?

A: Most of GPS can not be operated while driving a car.
If you would like to operate GPS, please stop a car and engage the handbrake.
After pulling up the handbrake, GPS will accept your key operation.

Q: Do I need to have child seats for my children?

A: Please note thatdriving with child 5 years (or younger) without child seat is against law in Japan.
(police accuses and charges a penalty if you are caught) Please be sure to request a child seat beforehand if you have a child.
One child seat requires the space for one and a half adults.
You should count the space of the child seatPlease include children 6 years old or older in the number of adult passengers.
You can ask add child seats with ToCoo option.

Q: Can I have 5 passengers car for 5passengers including child under 6years old?

A: No. You should hire 6 passengers car or bigger.
Driving with age 5 years old or younger without child seat is against law in Japan, you should have child seat option for a child under 6years old.
One child seat requires the space for one and a half adults.
If you have a child under 6years old, you should count the space for a child seat and rent a bigger size car

Q: Which option is needed to drive in snowy/icy road?

A: We recommend you to take Snow Tires option for the first priority.
4WD option will be able to help you further in addition to snow tires to drive in snowy/icy road.
Normal tires can not be effective in snowy/icy road, even if you have 4WD option.
The tire-chains may be recommended on normal tires for the emergency purpose only, if the snow tires is not available.
The tire-chains can not be installed onto snow tires.
Please be sure to request winter options in the search engine if required.

Q: How can I have a car with 4WD?

A: Can I request 4WD? In the Snow zone and Snow tires plan have 4WD basically.
However, not all of cars have 4WD; it is included 2WD.

Q: Am I also able to rent snow tires and chains?

A: They are available to rent, please be sure to select winter option in the search engine.
You can not have it upon arrival.
Advance request is necessary to have those winter option.
The tire-chains may be recommended on normal tires for the emergency purpose only, if the snow tires is not available.

Q: We want to have additional drivers for our rental car. Any additional feest? Are we supposed to register him/her in advance?

A: There is no extra fee for additional drivers.
Please note that respective drivers should have valid international license, original driving license, passport, when they pick up the car to be registered.

Q: Can I drive with my pet, e.g. dog, cat, etc. ?

A: No. You can not book/rent a car under ToCoo reservation conditions, in case you drive with a pet/animal.

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To book a car

Q: How can I book a car via ToCoo?

A: Please use our search engine on the website, by filling out your desired date,
outlet and options and select the suitable outlet and car model in the search result.

After fill out the reservation form, we will send you a Confirmed mail.
You can check your reservation on ToCoo website using your reservation number and password in View/Cancel a Reservation.

Q: If I have a special request?

If you have a special request, for example, renting a 10 seated car, special needs, renting a bigger car for your luggage, and so on, please go to our request page from the following URL.https://www2.tocoo.jp/en/contents/cstm_req/step1

Q: Is it possible to make reservations directly with the rental car store?

A: Yes, but it is not a reservation via ToCoo.
You can not get the privileges through the ToCoo e.g.
special discount rate or English language communication for booking procedure, etc.

Q: Is it possible to inquire/add conditions on the reservation by a direct contact with the outlet/car rental company?

A: No. Any alternation can not be requested at the outlet.
In case you would like to alter any conditions please first cancel the current reservation and submit an updated reservation via ToCoo website.

Q: Can I reserve a car if I am not a driver nor co-traveler ?

A: You can do it if you are distributer.
Distributers, Drivers, and other passengers can do it.

Q: Can I rent under the same conditions with ToCoo Japanese website?

A: No, ToCoo English website is totally separated from ToCoo Japanese website.
The rental conditions are different from ToCoo Japanese website.

Q: How long will it take for reservations to be confirmed after our applications through the internet?

A: The verification mail will be automatically sent to the registered E-mail address, when you click BOOK button.
Please be sure to check whether the verification mail is received in your E-mail inbox and be sure to click the URL within it to finalize your reservation.

Q: I submitted application, however I have not received any reply from ToCoo. What should I do?

A: We reply to all of the application automatically after you book the car.
If you do not have any confirmation mail from ToCoo, there might be a trouble of mail delivery (incorrect E-mail address, into the spam box or free mail ,e.g. Yahoo mail, Hotmail,etc.). In case you do not have any of confirmation mail, please be sure to contact us via Inquiry Form.
Cancellation charge will be charged on the registered credit card, in case you do not use the confirmed reservation.

Q: I want to change my plan with current reservation.

A: we are not able to accept alternation for reservation completed by using our instant online reservation.
It is also mentioned in our website.
In case you would like to make any alternation, please first cancel your current reservation, and then make a new reservation with your updated details.
*Vacancy of the car is not guaranteed when you re-book.
There will be no cancellation fees and charged ToCoo option fees can be refunded if reservation is cancelled at least 7 days before pick up date.
And you can cancel the reservation with no cancellation charge within 24 hours after the first reservation is confirmed.

Q: I cannot login to View/Cancel a Reservation.

A: When logging into your account View/Cancel a Reservation,please be sure to use same language ToCoo websiteshown in your rental car confirmation mail.

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Contact ToCoo

Q: Is it possible to contact with ToCoo by phone?

A: No, it is not possible.
We do not provide the phone for customer inquiry, since we treat reservation for customer through website form or mail only.
Please contact us via Inquiry Form.

Q: Is it possible to browse ToCoo homepage from my cellular phone? Can I receive your replies through my cellular phone?

A: ToCoo web site is Responsive design site, it is corresponding to the smartphone and tablet.
You can make a reservation from the smartphone and tablet to ToCoo.

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Payment Method

Q: How should payment be made?

A: car rental price, boarding the day, you pay by credit card or cash in the store.
However, some, at the same time as the reservation, However, your ToCoo rental option fee will be charge from your registed credit card when you make a reservation.
(ETC card rental, WiFi router rental, TAS, TRS, MAP code guide and etc.)

Q: Which brand of credit card can be used for payment?

A: ToCoo! accepts VISA and Master Card only for your booking. Most of the car rental outlets accept major brands of the credit card such as VISA, Master Card, JCB, AMEX, Central, DC, UC, Orico, and so on.
However, there are some outlets accepting cash payment only exceptionally.
For more details, please check your car rental outlet information.

Q: Can I pay the rental fee by cash?

A: Credit card payment is necessary for ToCoo reservation.
You can not pay by cash.

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Pick up the car

Q: Are there English Interpreters (Chinese and Korean) at the storse?

A: Narita Airport, Haneda Airport, New Chitose Airport, Chubu International Airport and Kansai International Airport have English speakers (Chinese and Korean).
Other stores staff do not speak usually.
However, Nissan car rental, Nippon car rental, Times Car Rental, Budget car rental, and JR Hokkaido will correspond by telephone interpretation, if nobody speaks English ( Chinese and Korean) at the stores.

Q: I don't know how to transfer from the airport to the outlet.

A: Most of the Airport have transfers to outlet except some of the airport (not all of them).
Pick-up method depends on the airport.
You can check about it on your confirmation email.

Q: Please advise what I need to take with me when pick up the car.

A: Please make sure to have those items as follows, when you pick up a car;
1) Original national drivers license
2) International drivers license (If you have Japanese License, it is not required) or authorized Japanese translation document of national locense(for some specific countries)
3) Passport (If you have Japanese License, it is not required)
4) Credit card (or cash for a few outlets)
5) A copy of the confirmation mail.
If you can not print out a copy of the email, please take some memo of your reservation detail(number, costs details, etc) with you.

Q: Is it possible to pick up or return a car outside of the outlet's business hours?

A: No, it is not possible to pick up or return a car outside of the outlet's business hours.
Pick up and return must be within business hours of the outlet.

Q: Am I able to pick up a car from the airport?

A: Picking up/returning a car directly at the airport is impossible, due to security reasons.
You can take complimentary shuttle for between the airport and the outlet.
Some small sized airports offer direct pick up/return exceptionally.

Q: I want to find a nearby Rental car outlet of the hotel where I stay.

A: Please search at ToCoo site of [Search by Hotel].
From the map, or you can find it by keyword.
2,000 of hotels and inns that have been registered by a lot of foreign visitors are available.
Radius 2 Km within car rental outlets will be searched.
The distance from the hotel to the outlet will also be displayed.

Q: Is it possible to ask an outlet to send my car to my hotel? Or can I drop off the car at my hotel?

A: There is dispatch service to the part of Hotel sometimes.
However, you must return the car to the outlet.

Q: Do your outlets open during weekend? I have to pick up/return my rental car on Sunday.

A: Car rental outlets are usually operating throughout the year except New year holidays.
Business hours vary from outlets.
Please enter your desired pick up and return date&time, and find the available outlet in the search result.

Q: We may be late for the scheduled pick up time. What should we do?

A: In case you are late for the scheduled pick up time more than 1 hour, the reservation will be cancelled automatically, and cancellation charge will be charged on you.
To keep the reservation, please contact the outlet directly.
Even if you are late for the scheduled pick up time, the rental cost can not be altered, same as the original.

Q: We might late for the pick up time due to delay of our flight. Can the outlet operate until we come to pick-up our car?

A: In case your flight is delayed, please make a direct PHONE call to the outlet during their business hours before boarding your flight, to tell your estimated arrival time.
Outlet staff will tell you how you can pick up a car according as conditions at that time.
They will be able to wait till the closure time of the outlet, however later than that time, pick up will be postponed in the next morning at the same outlet.
In that case, car rental cost should be the same as the original, confirmed cost.

Q: Is it possible to change the car we are offered to the other one, upon arrival?

A: No, impossible.
Tocoo/Car rental company can not accept any request for changing car upon arrival, even if it is too small for you or you do not line it.
There is no vacant car for an alternative in a short notice.
Sudden change without advanced notice will cause extra charge in the regular rate of car rental company even if it is accepted.

Q: What do I need to do if I want to have several drivers?

A: On pick up date, you have to present all of driver's license with driver's passport at the outlet.
Please note that the accident of operation of those who did not present their driver's license at the outlet, it does not become a target of the insurance compensation.

Q: Can I use a shuttle bus service for a pickup and return?

A: 1. Please confirm the outlet information by clicking the ""Outlet Information"" button when you make a reservation.
2. Please confirm the outlet information from the link, which is attached to the confirmation mail.

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Return the car

Q: Can I extend the scheduled return time, if I am late for the scheduled pick up time?

A: No. Even if you are late for the scheduled pick up time, return time is still fixed as the original.
It can not be adjusted according as actual pick up time.
Penalty charge should be required, in case you are late for the scheduled return time in any case.

Q: Is it possible to extend the rental term, while a car is still being on rent?

A: ToCoo rate is discounted rate.
Sudden change upon arrival nor during rental can NOT be accepted, basically.
In case you are late for the scheduled return time, please contact directly with the outlet to extend the term and inquire additional fee to pay for the excessing time(it will be the regular rate of car rental brand, NOT ToCoo rate).
Extension may not be accepted, if the car has already been scheduled to other customer just after your returning.

Q: What kind of gas should I refill ?

A: There are three(3) kind of gas(Fuel) at gas-station and these are the Premium-grade/Regular-grade/Diesel.
Most of cars use the regular-grade gas, and some top class car requires the premium-grade.
Diesel gasoline is not used for passenger cars, except commercial vehicles or specified diesel cars.
You should remember that the diesel must not be used on the refill, basically, except for designated car.
If you will have any doubt, you should ask a staff at gas-station for re-fill.

Q: What should I do if I do not have a chance to fill up the gasoline at the time of returning the car?

A: The outlet will charge you the cost estimating quantity to be filled, and it may be dearer than the real cost.

Q: Can I have refund if I return a car earlier than scheduled time/date?

A: Even in case you return a car earlier than original schedule, no refund will be provided.
( Cancellation charge will offset the fee for the term you do not use ).

Q: Can I use a shuttle bus service for a pickup and return?

A: 1. Please confirm the outlet information by clicking the ""Outlet Information"" button when you make a reservation.
2. Please confirm the outlet information from the link, which is attached to the confirmation mail.

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Valid License

Q: If I don't have a Japanese driver's license, do I need an international drivers license?

A: Yes.
Please present your international drivers license under 1949 Geneva Convention, domestic driving license, and your passport when renting a car.
Please be aware that your home country driver's license is not valid to drive in Japan(A traveler from Taiwan, Belgium, France, Germany, Italy and Switzerland can drive a car in Japan with the authorized translation document in Japanese and your domestic driver's license).

Q: Is my domestic driving license of my country is valid in Japan?

A: No.
Your home country driver's license is not valid to drive in Japan.
To drive in Japan, you must come with valid international license 1949 and your domestic driver7s license.
( A traveler from Taiwan, Belgium, France, Germany, Italy and Switzerland must come with authorized translation document in Japanese and your domestic driver's license).

Q: How many people am I allowed to have in a single car with a standard driver's license?

A: You are allowed to have up to 8 (or 10 only for D section 1949 international license holder)people in a car.

Q: We are from Taiwan, Germany or Switzerland, do you require any special documents to rent a car in Japan?

A: Yes.
You will need to present the following documents,1)Your domestic driving license and 2)Authorized Japanese translation of your national license by your country's embassy/consulate in Japan or Japan Automobile Federation (http://www.jaf.or.jp).

Q: I do not have International driving license 1949 Geneva Convention(Translated letter for some country).Can I book a car?

A: No.
We can not book a car, in case you do not have Japanese driving license nor International driving license(or Translated letter for Taiwan, Germany, Switzerland, France, Italy, or Belgium).
Even if you have other efficient driving permission, we can not book a car.

Q: We are from Israel and having Dual type International License under both 1949 Geneva and 1968 Vienna, can I rent a car?

A: No.
Dual type International License is NOT valid in Japan.
You must come with valid single type International driving license under 1949 Geneva Convention.

Q: Is there an age limit?

A: If you are over 18 years old, and have an international driver's license, you can drive in Japan.

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Accident or trouble

Q: What should I do in case of accident?

A: Upon an accident, please make a phone call to the outlet first, staff will tell you what you should do.
And you should call Police phone number;110.
In case of accident or you break the car, the car rental contract will be automatically finished.
In that case, the payment made for the car rental, insurance or any other cost, will NOT be refundable.
Also any of replacement can NOT be provided.
You must pay Non Operation Charge according the rental contract.
There is a case other costs(e.g. towing fee) caused by the damage are charged on you.
ToCoo might charge those penalty charge on the registered credit card.

Q: What should I do if I cause illegal parking?

A: Illegal parking is strictly prohibited in Japan.
In case you cause illegal parking, you must go to Police Station and pay penalty accordingly.
Unless you take appropriate legal process, the car rental contract will be automatically finished and no refund will be provided.
Also Car Rental Company will charge Penalty charge for illegal parking on you.
ToCoo might charge those penalty charge on the registered credit card.
If you do not pay those fine/penalty ,there is a case you will be registered on the list of the car rental company association and not be able to rent the car again from the car rental companies in Japan.

Q: Can I have refund if I can not drive a car further due to an accident?

A: If there are any damages (broken car parts, car accident, stolen car or any other reasons) occurred during your rental period, the car rental contract will be automatically finished.
In that case, the payment made for the car rental, insurance or any other cost, will not be refundable.
Compensation of accident will compensate the insurance, but if you do not have subscribed to the Compensation Coverage, you have to pay up to 100,000 yen.
In addition, in case of general our customers, they have to pay up to 50,000 yen of the NOC (Non-Operation Charge) to car rental companies.
If you have an accident, you have to pay for the road service first.
Next, please send us the receipt and apply for the Claim.
(Maybe you can send us the photo of receipt by email.) After reviewing the application, we will compensate the full amount if there is no issue.
You might use the services for failure of car, wrecker fee in the event of an accident, and etc.

Q: Can ToCoo or car rental company send a lost article found in car/outlet?

A: No.
ToCoo nor car rental company does not take any responsibility.
ToCoo nor car rental company does not deliver any lost article.
Please be sure to refrain from leaving your belongings in the car nor outlet.

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Motorbike rental

Q: Can I pay by using credit card that is no under driver's name?

A: No,we can only accept credit card that is belong to the driver.

Q: Is GPS or ETC device provided with the bike?

A: No, GPS or ETC device is NOT provided.

Q: Can other driver use my bike during my rental period?

A: No, only the applicant can ride the bike.

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ToCoo option

Q: Why I was charged 15,000 yen by ToCoo?

A: Renting ToCoo ETC card require deposit fees of 15,000 yen.
We will charge the toll fees you have use from deposit and return the remaining amount back to you.
Lost, stolen, damaged, or altered of the ETC card, resulting the ETC card IC chip can not be read correctly, deposit of 15,000 will be held until we received ETC card toll fee charges from the highway provider.
Remaining amount will be returned, however, additional charges might be required if the deposit is insufficient.

Q: Where can I pick up ETC card (WiFi router and SIM card) package?

A: Narita, Haneda, New Chitose, Nagoya, Kansai , Naha of Post offices or, you can receive them at the hotel where you are going to stay.
You can choose the place in the booking form.
If you will pick up the Package at the Airport post office, you should present your passport to post office staff.
If you receive the package at the hotel, your name must be same as recipient.

Q: Can I pick up a package (ETC card, WiFi router, and SIM card) at Fukuoka Airport?

A: No, there is no post office at Fukuoka Airport (Closed on 4th Mar.2016).
Please pick up the package either your hotel or the closest post office to Fukuoka airport .
The nearest post office:
Hakatakita post office (5 minutes by car)
https://goo.gl/maps/zM7Y5Zqnig12

Q: Can I pick up ETC card (WiFi router and SIM card) package at the car rental outlet?

A: You cannot pick up any ToCoo option at the car rental outlet.
You can pick up ToCoo option such as ETC card (WiFi router and SIM card) package at the post office in each airport of Narita, Haneda, New Chitose, Nagoya, Kansai and Fukuoka.
Or the hotel where you would stay.

Q: Is my car equipped with ETC card?

A: Your car is not equipped with ETC card.
You have to pick up ETC card at the Airport post office or Hotel and put the ETC card into ETC device.
If you don't know how to do that, please ask Car rental staff.

Q: I forgot where should I pick up the ToCoo option. (ETC card, WiFi Router, SIM cards and etc). What should I do?

A: When you add ETC card rental (WiFi router rental , SIM card rental and etc.) option, you will receive confirmation email first, and receive another email about information of rental.
Please confirm them.
If you don't recognize the email, please check your junk box.
We consider mail to gmail/yahoo/hotmail E-mail address may not be delivered properly, or separated to the spam folder in your mail box.
Still you don't find the email, please contact to ToCoo customer support.

Q: What is T.A.S.?

A: ToCoo Additional Support is necessary (compulsory) for reservation via ToCoo as we indicated in our website.
This is a product by ToCoo website NOT by car rental company or outlet.
*For more information on ToCoo Additional Support, please see below URL .https://www2.tocoo.jp/en/contents/info/tas/

Q: What is T.R.S.?

A: T.R.S. (ToCoo Roadsaide Support) is the service to compensate for the cost that has been using for the road service.
It is automatically compensated when you choose NIPPON Rent a Car company in your booking on our website.
If you have an accident, you have to pay for the road service first.
Next, please send us the receipt and apply for the Claim.
(Maybe you can send us the photo of receipt by email.
) After reviewing the application, we will compensate the full amount if there is no issue.
You might use the services for failure of car, wrecker fee in the event of an accident, and etc.

Q: What is difference between T.A.S. and Compensation Coverage?

A: T.A.S. (ToCoo Additional Service) is sales compensation of the period required for such as car repairs due to accidents (Non-Operation Charge).
It will be compensated with maximum 50,000 yen.
Compensation Coverage is deductible amount of insurance compensation.
It will be compensated with maximum 100,000 yen.

Q: I cancelled my booking. Can I receive ToCoo option refund? How long does it take for refunding?

A: We can refund ToCoo! option fee as below conditions only.
-If you cancel your reservation at least 7 days before your pickup date.
-If you cancel your reservation within 24 hours after it is confirmed.

We can NOT refund ToCoo! option fee.
-If you cancel your reservation within 6 days to your pickup date.
-If a cancellation is not completed within 24 hours after your reservation is confirmed.
On the relationship of the process, it will take 1-2 months before being refunded.
It depend on the deadline day of the credit card company.

Q: I want to change my ToCoo free internet option WiFi router to SIM card.

A: If you want to change it, In case you would like to make any alteration,please first cancel your current reservation.
And then make a new reservation with updated details.
Even if you want to change from Micro SIM to Nano SIM, you have to do it so.
If you cancel within 7 days prior to your car pick-up, we will refund you the full amount of it but you have to pay for cancellation fee.
No cancellation charge is required if you cancel the reservation within 24 hours after the reservation is confirmed(even it is within 6days prior to pick up date).

Q: I want to add ETC card rental (WiFi router rental, prepaid SIM card and ect.
) option to my reservation.

A: September 2015 current, it is impossible to apply for an additional option.
We plan to create reservation pages of the ETC card rental and WiFi router rental (prepaid SIM card containing).
You can add the option through the site in the future.

Q: Can I receive ETC card rental package ( WiFi router, prepaid SIM card and etc.) one day before pick-up date?

A: Usually we ship ETC card and other options up to 5 days prior to your pick-up day.
Also, the post office will be able to deliver the package earliest by 1 day before pick up date usually.

Q: I want to add ETC card rental (WiFi router rental, prepaid SIM card and ect.) option after picked up the car.

A: September 2015 current, it is impossible to apply for an additional option.
We plan to create reservation pages of the ETC card rental and WiFi router rental (prepaid SIM card containing).
You can rent ToCoo optional stuff by itself through the site in the future.

Q: Is it possible to make reservations for ETC card (WiFi router) directly with the rental car store?

A: It is basically impossible.
At the big Airport such as Narita, New Chitose and Kansai, you can find some car rental companies which lend you ETC car and WiFi router but you cannot dropoff the car.

Q: My WiFi router is getting slow.

A: If you spend more than 1GB in three days, there will be speed limit.
However, it will be reset at midnight, and restored next day.

Q: I want to know about capacity, speed and period of the prepaid SIM card.

A: You can use prepaid SIM card for 7 days.
Communication capacity is 200MB / day, and communication speed is 225Mbps / 50Mbps.
For more information of SIM card, please look at following URL https://www2.tocoo.jp/en/light_box/tocoo_option/12

Q: I want to change the place for picking up of the ETC card (WiFi router, SIM card and ect) ?

A: It is possible to change if you contact us up to 5 days prior to your pick up date.

Q: Do you deal with CEP (Central Nippon Expwy Pass), HEP (Hokkaido Expwy Pass) and KEEP (Kyushu Expwy Pass) option?

A: We do not offer CEP (Central Nippon Expressway Pass), HEP (Hokkaido Expressway Pass) and KEEP (Kyushu Expressway Pass) option,only ToCoo ETC card rental services is provided.
Please contact to Central NEXCO, East NEXCO and WestNEXCO.

Q: How to return your ETC card or Wifi router.

A: On the return date, please put your ETC card or Wifi router into the return envelopethat came with the package, and bring it to a post box. You can use any post box in Japan.
*Please note, some post box might be too small to fit the return envelope.
*On the return date, please drop off the return package to a post box.
Please be sure to return on the scheduled return date.
If not return on the scheduled date, late return fees will be charged.

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HEP,KEP,TEP

Q: What is Hokkaido Expressway Pass(HEP) Plan ?

A: HEP plan is that you can enjoy unlimited use of Hokkaido's expressways, for one fixed price!
You can receive ETC card for the use of Hokkaido Expressway Pass at the car outlet.
*HEP fee is not included in the total price. Please pay at the outlet when you pick up your car.

Q: What is ToCoo! Expressway Pass(TEP) Plan ?

A: TEP plan is that you can enjoy unlimited use of expressways, for one fixed price except Hokkaido and Okinawa.
ToCoo! ETC card is MUST if you would like to use TEP.
*You can not use ToCoo! Expressway Pass without ToCoo! ETC card.
We will send ToCoo! ETC card either your hotel or a post office in the airport.
ToCoo! Expressway Pass fee and ETC card option fee are included in the ToCoo! Option fee.
*You do not need to pay for it at the outlet.

Q: What is Kyushu Expressway Pass(KEP) Plan ?

A: KEP plan is that you can enjoy unlimited use of Kyushu's expressways, for one fixed price!
You can receive ETC card for the use of Kyushu Expressway Pass at the car outlet.
*KEP fee is not included in the total price. Please pay at the outlet when you pick up your car.

Q: Can I add the TEP/HEP/KEP to my current reservation?

A: No, TEP/HEP/KEP cannot be added as an option to your current reservation.
TEP/HEP/KEP are rental car plans, therefore they have to be selected with the vehicle during the reservation.
If you want a vehicle with the TEP/HEP/KEP plan, please cancel your current reservation make a ne reservation using the link below.

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