Frequently Asked Questions

Reservations

How can I book a car via ToCoo?keyboard_arrow_down

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

How far in advance can I make a reservation?keyboard_arrow_down

You can start making a reservation from 6 months within the car return date. For example, you can make a reservation that ends on June 15 from January 15 of the same year.

I want to return my car to the different outlet from my original outlet. How much will it cost?keyboard_arrow_down

You can drop off at a different outlet if you make an advance request.
Please choose your desired pick up and return outlet and the system will indicate the drop off charge in the search results.
Some rental car companies offer free drop-off within the same prefecture or within a limited distance.

How do I know if my reservation is confirmed?keyboard_arrow_down

After you make your reservation, you should automatically receive a confirmation email.

How can I confirm my reservation?keyboard_arrow_down

You can confirm your reservation from View/Cancel a Reservation page on our website. If you are ToCoo! Member, please log in using the email and password you registered when you made your account on the ToCoo! Member login page. For guests (non-members), please log in from the Guest Login page with the reservation number and password sent in the reservation confirmation email.

I made a reservation, but I have not received any emails from ToCoo. What should I do?keyboard_arrow_down

We automatically send a confirmation email after you complete your reservation.
If you do not receive any emails from ToCoo, there was a problem with mail delivery (incorrect e-mail address or sent to the spam folder, especially for Gmail, Yahoo, Hotmail, etc.). If you don't receive your confirmation mail, please be sure to contact us via Inquiry Form.

What are half-width characters?keyboard_arrow_down

It means characters of half size. Example: Half-width: ToCoo → Full-width: ToCoo

Can I designate a car model?keyboard_arrow_down

You can only designate the car class, not the model.

Can I reserve a car if I am not a driver or co-traveler ?keyboard_arrow_down

Reservations are not accepted from anyone other than the driver or passenger. However, travel agencies can make reservations.

How should I select a car size?keyboard_arrow_down

Please count 1.5 seats for a child due to a space of a child seat. Also, please consider the luggage space. All your luggage may not fit if your group will fill all the seats in the car.

Is it possible to make reservations directly with the rental car outlet?keyboard_arrow_down

No, it will not be a ToCoo reservation. You cannot get the same privileges as ToCoo reservations, such as special discount rates or English language communication for booking procedure, customer support, etc.

Can I rent a car from the Japanese ToCoo website?keyboard_arrow_down

No, it is not possible to book from Japanese ToCoo site.
ToCoo membership is limited to Japanese residents, because members must pay a membership fee and reside in Japan.
If you make a reservation at the Japanese ToCoo site, cancel the reservation and reserve it again from the English, Chinese or Korean ToCoo site.

I haven't decided my flight yet.keyboard_arrow_down

Please go ahead and make a reservation and leave the column for flight number blank, then inform us of your flight number as soon as you decide your flight. Inquiry Form

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Changes & Cancellation

I want to change my current reservation.keyboard_arrow_down

We cannot accept any changes after the reservation is completed using our instant online reservation system. If you would like to make any alterations, please cancel your current reservation first, then make a new reservation with your updated details.
* Vacancy of the car is not guaranteed when you re-book.
It is also mentioned in our Change & Cancel page.
There will be no cancellation fee applicable and ToCoo! option fees will be refunded if you cancel the reservation at least 7 days before the scheduled pickup date or if you cancel the reservation within 24 hours of reservation confirmation.

How do I cancel my reservation?keyboard_arrow_down

Please cancel from the View/Cancel a Reservation page.
If you are unable to cancel from the ToCoo! website, please contact the rental car outlet directly.

What is the cancellation policy?keyboard_arrow_down

You can cancel a reservation without any penalties by seven days before designated pick-up date. Also, cancellation within 24 hours after confirmation of a reservation is free of charge. However, cancelling within 24 hours of the pickup time will result in a cancellation fee being incurred.
Please refer to the page below about cancellation fees rate.
Cancelation Policy

I cancelled my booking. Will I get a refund for the ToCoo options? How long until I get my refund?keyboard_arrow_down

We can refund ToCoo! option fees in either of the following cases:
- If you cancel your reservation more than 7 days before your pickup date
- If you cancel your reservation within 24 hours after completion
Because of the nature of international transactions, it will take 1 week-3 months before being refunded. The exact time depends on your credit card company.

We can NOT refund ToCoo! option fees if both of the following conditions are met:
- If you cancel your reservation within 6 days of your pickup date
- If cancellation is completed more than 24 hours after your reservation is confirmed, or within 24 hours of the pickup time

Is there a cancellation fee if I cancel a ToCoo! option (TAS, TWS, WiFi router, ETC card, etc)keyboard_arrow_down

If you cancel at least 7 days before your reserved date, no cancellation fee will be incurred.

Can I add an option after booking the car or upon arrival?keyboard_arrow_down

No, it is not possible.
No changes can be made after the reservation is confirmed or at the outlet.
If you would like to add options, please first cancel your current reservation and make an updated reservation.
Cancelation Policy

I want to add more drivers for our rental car. Are there any additional fees? Do I need to register them in advance?keyboard_arrow_down

There are no extra fees for additional drivers.
Please note that all drivers should have a valid international driving permit, original driving license, and passport ready to be registered when they pick up the car at the rental outlet. Please note that if an accident occurs while an unregistered driver is driving, insurance will NOT cover it.

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Charges & Refunds

Why was I charged after making my reservation?keyboard_arrow_down

When a reservation is confirmed, any ToCoo! option fees such as TAS, TWS, ETC card rental, Wi-Fi router rental, etc., will automatically be charged to the registered credit card. All charges are detailed in the reservation confirmation email.

Why did ToCoo charge 15,000 yen from my credit card?keyboard_arrow_down

Renting an ETC card from ToCoo requires a deposit of 15,000 yen. After the ETC card is returned to us, we will charge the actual used toll fees and release the deposit back to you. There is no deposit required for Expressway Pass customers.

Why was $1 charged several times even though the reservation wasn't successful?keyboard_arrow_down

It might show that there are charges, but it usually does not show up on the credit card statement. In Japan, credit card validity checks do not require actual transactions. Please contact your credit card company directly for more details.

I cancelled my booking. Will I get a refund for the ToCoo options? How long until I get my refund?keyboard_arrow_down

We can refund ToCoo! option fees in either of the following cases:
- If you cancel your reservation more than 7 days before your pickup date
- If you cancel your reservation within 24 hours after completion
Because of the nature of international transactions, it will take 1 week-3 months before being refunded. The exact time depends on your credit card company.

We can NOT refund ToCoo! option fees if both of the following conditions are met:
- If you cancel your reservation within 6 days of your pickup date
- If cancellation is completed more than 24 hours after your reservation is confirmed, or within 24 hours of the pickup time

Why hasn't my 15,000 yen deposit been refunded yet?keyboard_arrow_down

The ETC card deposit will be released as soon as the toll fees are calculated after the ETC card has been returned. (There is no toll calculation or deposit for the TEP plan.) The release process is different for every credit card company, and it may take up to 3 months. If your deposit is not released after 3 months, please contact your credit company directly.
Note: The deposit is held, not charged. Therefore, the deposit is released, not refunded.

How do I pay?keyboard_arrow_down

You can pay by credit card in the rental car outlet on your pickup day.
However, please be aware that your ToCoo rental option fees (ETC card rental, WiFi router rental, TAS, Map Code, etc.) will be charged from your registered credit card automatically when you make a reservation.

Which credit cards can I use?keyboard_arrow_down

ToCoo! only accepts VISA and Master Card for our online reservations. Most rental car outlets accept major credit cards such as VISA, Master Card, JCB, and AMEX.

Can I pay for the rental fees with cash?keyboard_arrow_down

Most outlets prefer credit cards for payment, but some outlets only accept cash. Please check your outlet information for details.

How do I pay for the expressway toll fees?keyboard_arrow_down

After we receive the ETC card back from you, we will calculate the toll fees and charge the toll fees to your registered credit card. We will also release the deposit (15,000 yen).
* There is no deposit required for expressway passes.

How can I get the breakdown of the expressway toll (ETC card) fees I used?keyboard_arrow_down

Please contact us from the Inquiry Form. A detailed breakdown of the toll usage will be issued upon request. Please note that if the ETC card you used is already being used by another customer, it may take time to confirm the breakdown. In addition, the expressway names are only available in Japanese.

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Expressway Passes(TEP/HEP/KEP)

What is the ToCoo! Expressway Pass (TEP) Plan ?keyboard_arrow_down

ToCoo! Expressway Pass (TEP) Plan lets you enjoy unlimited use of all of Japan's expressways for one fixed price. A ToCoo! ETC card is required to use TEP, so it is included in the plan. We will send the TEP (ETC card) to either your hotel or a post office. The TEP fee is included in the ToCoo! options fee, not the rental car fee. You do not need to pay for it at the outlet.
ToCoo! Expressway Pass Plan

What is the ToCoo Expressway Pass (TEP) Hokkaido?keyboard_arrow_down

The ToCoo! Expressway Pass Plan (TEP) Hokkaido lets you enjoy unlimited use of all of Hokkaido's expressways for one fixed price. A ToCoo! ETC card is required to use TEP Hokkaido, so it is included in the plan. We will send the TEP Hokkaido (ETC card) to either your hotel or a post office. The TEP Hokkaido fee is included in the ToCoo! options fee, not the rental car fee. You do not need to pay for it at the outlet.

What is the ToCoo! Unlimited ETC Pass?keyboard_arrow_down

The ToCoo! Unlimited ETC Pass lets you enjoy unlimited use of all of Japan's expressways for one fixed price. A ToCoo! ETC card is already included. We will send the ToCoo! Unlimited ETC Pass (ETC card) to either your hotel or an airport post office. The ToCoo! Unlimited ETC Pass fee is included in the ToCoo! options fee, not the rental car fee. You do not need to pay for it at the outlet.
ToCoo! Unlimited ETC Pass

What is the Hokkaido Expressway Pass (HEP) Plan?keyboard_arrow_down

The Hokkaido Expressway Pass (HEP) plan lets you enjoy unlimited use of Hokkaido's expressways at one fixed price. If you select the HEP plan, you will be able to receive an ETC card for the use of Hokkaido Expressway Pass at the car outlet. ToCoo's ETC card option can NOT be used for HEP, so please do NOT reserve a ToCoo option ETC card if you want to use HEP. The HEP fee is not included in the total price. Please pay for HEP at the outlet when you pick up your car.

What is the Kyushu Expressway Pass (KEP) Plan?keyboard_arrow_down

The Kyushu Expressway Pass (KEP) plan lets you use some of Kyushu's expressways at one fixed price. If you select the KEP plan, you will be able to receive an ETC card to use for KEP at the car outlet. ToCoo's ETC card option can NOT be used for KEP, so please do NOT reserve a ToCoo option ETC card if you want to use KEP. The KEP fee is not included in the total price. Please pay for KEP at the outlet when you pick up your car.

What is the Tohoku Expressway Pass Plan?keyboard_arrow_down

The Tohoku Expressway Pass lets you use the Tohoku Expressways at one fixed price. If you select the Tohoku Expressway Pass plan, you will be able to receive an ETC card to use for the Tohoku Expressway Pass at the car outlet. ToCoo's ETC card option can NOT be used for the Tohoku Expressway Pass, so please do NOT reserve a ToCoo option ETC card if you want to use the Tohoku Expressway Pass. The Tohoku Expressway Pass fee is not included in the total price. Please pay for the Tohoku Expressway Pass at the outlet when you pick up your car.

Can I get CEP (Central Nippon Expressway Pass)/NEP (Nagoya Expressway Pass) from ToCoo?keyboard_arrow_down

You can reserve the CEP plan from ToCoo!, but there is only a small number of plans. If you can't find a CEP Plan on our website, please request to purchase CEP at the rental car outlet when you arrive. Also, AIP and NEP can be added on to CEP at the outlet. (The ToCoo! ETC card option cannot be used for CEP.)

Where should I pay for the ToCoo! Expressway Pass?keyboard_arrow_down

The ToCoo! Expressway Pass fee will be charged to your registered credit card as part of the ToCoo! options fee when the reservation is completed. The TEP fee is not included in the rental car fee. Please see the following URL for more information on the ToCoo! Expressway Pass fee.
ToCoo! Expressway Pass

Where should I pay for the Hokkaido Expressway Pass?keyboard_arrow_down

You need to pay the Hokkaido Expressway Pass fee when you pick up your car in the outlet. The HEP fee is not included in the rental car fee. Please see the following URL for more information on the HEP fee.
Hokkaido Expressway Pass

Where should I pay for the Kyushu Expressway Pass?keyboard_arrow_down

You need to pay the Kyushu Expressway Pass Plan fee when you pick up your car in the outlet. The KEP fee is not included in the rental car fee. Please see the following URL for more information on the KEP fee.
Kyushu Expressway Pass

Can I add an expressway pass (TEP/HEP/KEP) to my current reservation?keyboard_arrow_down

No, you cannot add on any expressway passes (TEP/HEP/KEP) to your current reservation. Expressway passes must be booked together with the rental car. If you would like to use an expressway pass, please cancel your current reservation make a new reservation using the link below.
ToCoo! Expressway Pass Plan
Hokkaido/Kyushu/Tohoku Expressway Pass Plan

Can I use TEP/HEP/KEP/Tohoku Expressway Pass without a rental car reservation?keyboard_arrow_down

No, it is not possible. You can only use the TEP/HEP/KEP/Tohoku Expressway Pass if you reserve a car with that plan using our online reservation system.

Is the ETC card included in the TEP/HEP/KEP/Tohoku Expressway Pass plan?keyboard_arrow_down

Yes, it is included.
For TEP, we will send it to the post office or the hotel. You cannot receive it from the rental car outlet.
For HEP/KEP/Tohoku Expressway Pass, please pick up and return it at the rental car outlet.

Where can I get the ETC card included in the HEP/KEP/Tohoku Expressway Pass plan?keyboard_arrow_down

Please pick up and return it to the rental car outlet.

When can I make a reservation for the ToCoo! Expressway Pass Plan (TEP)?keyboard_arrow_down

It is possible to reserve it 5 days before the scheduled pickup date or up to 180 days before the scheduled return date.

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WiFi & ETC Cards (Reservations)

Can I rent an ETC card and ETC card reader to use for the ETC system?keyboard_arrow_down

The ETC card reader device is already installed in all rental cars on ToCoo's website. ToCoo! also offers ETC card rental service. You can receive the ToCoo! ETC card at an airport, post office, or your hotel.

Can I add on an ETC card after I pick up the car?keyboard_arrow_down

No, it is not possible. Please reserve it at least 5 business days before pickup day together with the rental car.

What is the data limit for the WiFi router? Is there a speed limit?keyboard_arrow_down

There is no data limit.
If 3GB or more is used within 3 days, a speed limit will be applied and it will be slowed down.

Can I add a ToCoo ETC card to my reservation after it has already been booked?keyboard_arrow_down

No, it is not possible to add it on after your reservation has been booked. Please reserve it together with the rental car.

Why can't I reserve a ToCoo! ETC card?keyboard_arrow_down

ToCoo! ETC card rental is available as an add-on option when you make a rental car reservation. However, the ETC card can only be booked within 80 days of the scheduled return date or at least 5 days before the pickup date.

Can I reserve just the ETC card (without a rental car reservation)?keyboard_arrow_down

No, it is not possible to rent only an ETC card. The ToCoo! ETC card can be added on as an option when you book the rental car.

Can I rent an ETC card and/or WiFi router at the rental car outlet?keyboard_arrow_down

In general, no.
At big airports such as Narita, New Chitose and Kansai, you can find some car rental companies which will lend you ETC cards and/or WiFi routers, but you cannot drop off the car at another location for return if you choose to rent those items.

Can I rent a standalone WiFi router?keyboard_arrow_down

Yes, you can rent a standalone WiFi router through ToCoo! Please apply from the WiFi Router Rental Page.

Why is my WiFi router slow?keyboard_arrow_down

1. You may be outside of the service area. Please check the service map.
2. The speed may be slowed down if you use more than 3 GB in 3 days. Please wait a little while for the speed to refresh.

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WiFi & ETC Cards (Change/Cancel)

How do I cancel my ETC card and/or WiFi reservation?keyboard_arrow_down

Please contact us via the Inquiry Form. Please note that we cannot accept any changes or cancellations within 7 days of the rental car pickup date.

How do I extend my ETC card and/or WiFi router rental period?keyboard_arrow_down

It is usually possible to extend the ETC card and WiFi router. Please contact us from the Inquiry Form.

Can I get my ETC card and/or WiFi router rental package one day early?keyboard_arrow_down

We usually ship pocket WiFi/ETC card packages at least 3 business days before your reserved date. Usually, it should be delivered at least one day before your pick-up date. However we can NOT guarantee this since it depends on the postal service.

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WiFi & ETC Cards (Pickup & Return)

How do I change my ToCoo! ETC card and/or WiFi router delivery location?keyboard_arrow_down

You can change your delivery location if you contact us up to 7 days before your pick up date. Please contact us from the Inquiry Form.

Can I pick up my ToCoo! ETC card and/or WiFi router at the car rental outlet?keyboard_arrow_down

You cannot pick up any ToCoo! options at the car rental outlet, since the ToCoo! options are offered exclusively by ToCoo. You can pick up the ToCoo! options at an airport, post office, or your hotel.

Can you send my ToCoo! ETC card and/or WiFi router to my AirBnB (or any other non-hotel accomodation)?keyboard_arrow_down

We cannot send packages to private residences, such as AirBnB, guest houses, etc. Please pick up your package at the airport or a post office near your accommodation. If you know the post office you would like to use, please enter the post office name and address in the 'Hotel Information' box of the application form when you make your reservation. If you have already made a reservation, please contact us via the Inquiry Form with the name and address of the post office you would like to use. If you are not sure what post office to use, ToCoo will help you. Please contact us via the Inquiry Form with the address of your accommodation.

I forgot where I'm supposed pick up my ETC card and/or pocket WiFi router from. What should I do?keyboard_arrow_down

Please check your 'Reservation confirmed mail' in your email. Please note that it may have been put in your spam/junk folder, especially for Gmail, Yahoo, and Hotmail. If you still can't find the email, please contact ToCoo customer support.
Inquiry Form

My ToCoo! ETC card and/or WiFi router haven't arrived yet. What should I do?keyboard_arrow_down

Please contact ToCoo! immediately. We will contact you after checking the situation.
Inquiry Form
Business Hours: 10:00-16:00 (weekdays); closed on weekends and public holidays

My WiFi router (and ETC card) is scheduled to be picked up at the Mobile Center (Telecom) counter in the airport. How do I get my rental items?keyboard_arrow_down

Please show the Telecom staff your passport and the Telecom reservation number. You will receive an email with the Telecom reservation number about one week before your reserved date. If you would like to return the rental items by Yamato Transport, please also request a TA-Q-BIN (宅急便) slip from the counter.

How can I receive the ToCoo! ETC card when the post office is closed?keyboard_arrow_down

Please contact us to change your delivery location at least 7 days before your reserved date. If you do not, you will need to go to the post office on the next business day within their opening hours.

What should I do if I couldn't pick up my ETC card/pocket WiFi router?keyboard_arrow_down

Please go back to the designated pickup place as soon as possible to receive your package. If you don't pick it up, it will be returned to us after 10 days. In any case, please contact us and inform us that you did not receive it.

How do I return the ToCoo! ETC card?keyboard_arrow_down

On the return date, please put your ToCoo! ETC card into the return envelope that came with the package, and put in any post box in Japan. Please note that some post boxes might be too small to fit the return envelope.

I'll pick up the WiFi router at the airport counter, but I won't go back to the airport on the return date. How do I return my WiFi router (and the included ToCoo! ETC card together)?keyboard_arrow_down

You will need a TA-Q-BIN return slip. Please make sure to get the return slip from the staff member at the Telecom counter when you pick up the WiFi router (and the included ToCoo! ETC card together). You will need to prepare an envelope yourself, but there will be no shipping fee if you use the Telecom-provided TA-Q-BIN return slip. You can post the rental items from a convenience store (Seven-Eleven or Family Mart). Some hotels handle TA-Q-BIN packages, so please confirm it with your hotel directly.

I'll pick up the WiFi router at an airport counter, and I'll go back to the airport on the return date. How do I return my WiFi router (and the included ToCoo! ETC card together)?keyboard_arrow_down

You can return the WiFi router anytime at the airport counter, even if it’s outside of the normal business hours (New Chitose Airport, Narita Airport, Haneda Airport, Chubu International Airport, Kansai Airport, Fukuoka Airport). You can use the Return Box next to the Telecom counter to return the rental items (WiFi router & and the included ToCoo! ETC card can be returned together here).

My WiFi router will be sent to my hotel, and I won’t go to the airport on the return date. How do I return my WiFi router (and the included ToCoo! ETC card together)?keyboard_arrow_down

You can reuse the old envelope to return the WiFi router (and the included ToCoo! ETC card together). Please remove the original white slip. Then, tape the enclosed TA-Q-BIN (宅急便) slip on the envelope. If you have already thrown out the envelope, please purchase a new envelope at a Seven Eleven or Family Mart. You can post the rental items by handing it to the cashier at the convenience store. Some hotels handle TA-Q-BIN packages, so please confirm it with your hotel directly.

My WiFi router will be sent to my hotel, and I will go to the airport on the return date. How do I return my WiFi router (and the included ToCoo! ETC card together)?keyboard_arrow_down

You can return the WiFi router anytime at the airport counter, even if it’s outside of the normal business hours (New Chitose Airport, Narita Airport, Haneda Airport, Chubu International Airport, Kansai Airport, Fukuoka Airport). You can use the Return Box next to the Telecom counter to return the rental items (WiFi router & and the included ToCoo! ETC card can be returned together here).

Can I return the ToCoo! ETC card/WiFi router to the rental car outlet?keyboard_arrow_down

No. Please follow the return instructions in the package or in your Reservation Details email. If you return it to the rental outlet and it gets lost, you will be charged a loss fee.

Can the rental car outlet or hotel send the return package with the ToCoo! ETC card and/or WiFi router back for me instead?keyboard_arrow_down

No. Please be sure to mail it yourself. If you cannot confirm that the package was returned, you will be charged a loss fee if the items are lost.

I lost the return envelope for the ToCoo! ETC card. What should I do?keyboard_arrow_down

If you are still in Japan, please purchase a letter pack (the same color as the one you received) at the post office or some convenience stores and send it to us. If you brought it back with you overseas, please send it to us as soon as possible. If the rental items arrive after the scheduled return date, a late fee will be charged.
To: COOCOM CO., LTD.
8 F Mansard-Daikanyama,
10-1, Sarugakucho, Shibuya-ku,
Tokyo, JAPAN
150-0033

I lost the TA-Q-BIN slip for returning the WiFi router/ETC card. What should I do?keyboard_arrow_down

Please send the rental items to the following address, and be sure to use a shipping method with a tracking number.
テレコムスクエア 成田ロジスティクスセンター
〒286-0033 千葉県成田市花崎町959 京成成田東口森田ビル 5F

Telecom Square Narita Logistics Center
Keiseinarita East Exit Morita Bldg.5F, 959 Hanazakicho, Narita-shi, Chiba 286-0033, Japan

What should I do if I accidentally bring the ToCoo! ETC card back overseas?keyboard_arrow_down

If you take it overseas please send it to us as soon as possible.
If the rental items arrive after the scheduled return date, a late fee will be charged.
Please contact us from the Inquiry Form for the address.

I forgot the ToCoo! ETC card and/or WiFi router in the car. What should I do?keyboard_arrow_down

Please contact the rental car outlet immediately. If the rental items are found, please go and pick them up or ask the rental outlet staff to send it back to us. Any shipping costs incurred will be charged from your registered credit card. If the rental items cannot be found, we will charge the relevant loss fee.

I lost the ToCoo! ETC card and/or WiFi router. What should I do?keyboard_arrow_down

Please contact ToCoo! immediately.
Inquiry Form
Loss of the ToCoo! ETC Card and/or WiFi Router will be dealt with in accordance with each contract.

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Driver's License

What kind of driver's license do I need to drive in Japan?keyboard_arrow_down

You need to have a valid international driving permit under Geneva Convention 1949 or Japanese license to drive in Japan. The type of valid international driver’s license and necessary documents may vary according to your nationality. Please refer to the page below to find what is necessary for you to drive in Japan.
International Driving Permit

Can I use my country's license to drive in Japan?keyboard_arrow_down

No, your home country driver's license cannot be used to drive in Japan. To drive in Japan, you must bring a valid international driving permit in accordance with the 1949 Geneva Convention as well as your domestic driver's license.
(ONLY drivers from Taiwan, Germany, Switzerland, France, Slovenia, Monaco, Belgium, Estonia must bring an authorized translation document in Japanese and the domestic driver's license.)

My nationality is different from the country that issued my international license. Can I rent a car in Japan?keyboard_arrow_down

If you have a valid international license and domestic license, you can drive in Japan. However, if the nationality is different, you may need to check your passport with your travel history to the international license issuing country. If the travel history cannot be proven, car rental may be refused. If your nationality and domestic license is different from the issuing country of international license, please check with ToCoo beforehand.
Inquiry Form

What documents are required to rent a car in Japan if I am from Taiwan, Germany, Switzerland, France, Slovenia, Monaco, Belgium, or Estonia?keyboard_arrow_down

You will need to present the following documents: your domestic driving license and an authorized Japanese translation of your national license by your country's embassy/consulate in Japan or Japan Automobile Federation (http://www.jaf.or.jp/e/translation/valid.htm).

Can I make a reservation even if I don't have an international driving permit yet?keyboard_arrow_down

Yes, you can make a reservation. Please make sure to obtain an international driving permit after booking is completed and bring it to Japan when you pick up the car. If you don't have an international driving permit, rental will be refused on arrival, the reservation will be canceled, and you will be charged a cancellation fee.
For German, Swiss, French, Slovenian, Monaco, Taiwanese, and Belgian drivers please be sure to present a Japanese translation of your driver's license when you pick up the car.

How many passengers can I have if I only have a normal international driving permit?keyboard_arrow_down

You are only allowed to drive up to 9 people (including the driver) if you have a standard international driving permit. If you have a D section 1949 international driving permit, you can have up to 10 people or more (including the driver).

What kind of license do I need to drive a 10-person car?keyboard_arrow_down

To drive a 10-passenger car, your international driving permit must be stamped with a permission stamp in the drivable vehicle classification D column of the international driving permit under the 1949 Geneva Convention. The license stamped with permission stamp in B column can only drive up to an 9-passengers car.

Is there an age limit?keyboard_arrow_down

If you are over 18 years old and have an international driving permit, you can drive in Japan.

What if I forget my international driving permit?keyboard_arrow_down

You are legally not allowed to drive in Japan without a valid international driver’s license or Japanese license. Rental will be refused on arrival.

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T.A.S. (T.W.S.) & Compensation Coverage

What is ToCoo! Additional Support (T.A.S.)?keyboard_arrow_down

ToCoo! Additional Support (T.A.S.) is a ToCoo! exclusive original service that covers non-operation charge (N.O.C.) and towing fees incurred when cars are damaged due to accidents or trouble during the rental car usage period. If you book a car via ToCoo, T.A.S. is mandatory for your booking as indicated on our website. More information: ToCoo! Additional Support (T.A.S.)

What is ToCoo! Wide Support(T.W.S.)?keyboard_arrow_down

ToCoo! Wide Support(T.W.S.) includes not only ToCoo! Wide Support(T.W.S.) support, and roadside services but also travel insurance (Travel Accident Compensation). Within the period of rental car use, the maximum compensation ToCoo! will pay for sudden unexpected accidents (including the time spent outside of the rental car but within the rental period) resulting in death reparations, hospitalization, outpatient care (such as physical disability), solatium, et cetera, separate from any insurance money from a car rental company, is up to 15 million yen. Please read further details in the 'Standard Form Travel Agent Contract-Subscription Type Package Tour Contract Section'. ToCoo! Wide Support(T.W.S.)

How do I add on ToCoo! Additional Support (T.A.S.)?keyboard_arrow_down

ToCoo! Additional Support (T.A.S.) mandatory for all bookings through ToCoo's website. All rental car reservations include T.A.S.
T.A.S.

Do I need to purchase Compensation Coverage? What is it?keyboard_arrow_down

It is not mandatory. However, we recommend that you consider purchasing it. In case of an accident, it provides coverage for the compensation fees (maximum 150,000 yen).

How do I add on Compensation Coverage?keyboard_arrow_down

You can add on Compensation Coverage when you make your online reservation or in the rental car outlet when you pick up the car.

What's the difference between T.A.S. and Compensation Coverage?keyboard_arrow_down

T.A.S. (ToCoo Additional Service) covers non-operation charge (N.O.C.) for the period required for repairs, etc due to an accident or trouble. The N.O.C. amount depends on the rental car company. T.A.S. also covers towing fees. Compensation Coverage covers the burden cost in case of an accident. The coverage may vary by rental car company.
T.A.S.
Compensation Coverage

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Car Pickup & Return

Can I pick up/return the car outside of the outlet's business hours?keyboard_arrow_down

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.

Is the rental car outlet open on weekends? I have to pick up/return my rental car on Sunday.keyboard_arrow_down

Rental car outlets are usually open all year except for the New Year holidays.
Business hours vary by outlet. Please enter your desired pick up and return date & time, and find the available outlets in the search result.

Can I pick up the car at my hotel? Can I return the car to my hotel?keyboard_arrow_down

No, there is no dispatch service to any hotels. Please pick up and return the car to the rental car outlet.

Are there translators (English, Chinese, or Korean) at the rental car outlets?keyboard_arrow_down

Narita Airport, Haneda Airport, New Chitose Airport, Chubu International Airport, and Kansai International Airport have English, Chinese, and Korean speakers. Staff at other outlets can usually only speak Japanese.
However, Nissan Rent a Car, Nippon Rent a Car, Times Rent a Car, Budget Rent a Car, and JR Hokkaido will provide telephone interpretation if nobody speaks English, Chinese, or Korean at the outlets.

What do I need to bring with me when I pick up the car?keyboard_arrow_down

Please bring the following items when you pick up the car:
1) Original domestic driver's license
2) International Driving Permit under Geneva Convention 1949 (or official translation of license for Taiwan, Germany, Switzerland, Belgium, Italy, France, Estonia ONLY)
3) Passport (not require if you have a Japanese license)
4) Valid credit card
5) A copy of the 'Reservation confirmed mail'

Is there a shuttle bus or transfer service?keyboard_arrow_down

You can confirm the transfer information by clicking the 'Outlet Information' button when you make the reservation, or you can confirm the outlet information from the link, which is attached in the confirmation mail.

How do I get from the airport to the rental car outlet?keyboard_arrow_down

Most airport outlets have transfer services to the rental car outlet (not applicable for all airports).
The pick-up method depends on the airport. You can check it in your confirmation email.

Can I pick up the car from the airport?keyboard_arrow_down

Picking up/returning a car directly to the airport is impossible due to security reasons. You can take the complimentary shuttle between the airport and the outlet. Some small airports offer direct pick up/return as an exception.

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

If you are more than 1 hour late late for the scheduled pickup time without notifying the rental car outlet, the reservation will be cancelled automatically and cancellation charges will be incurred. To keep the reservation, please contact the outlet directly. Even if you are late for the scheduled pick up time, the rental cost cannot be altered and it will be the same as the original.

Is it possible to change the car we are offered to another one upon arrival?keyboard_arrow_down

No, it is not possible. Both ToCoo! and the rental car company cannot accept any requests for changing the car upon arrival, even if it is too small for you or you do not like it. There are no alternative cars available on such short notice. Even if changes are accepted, sudden changes without advanced notice will incur extra charges on the rental car company's standard rate.

Can I extend the scheduled return time if I am late for the scheduled pickup time?keyboard_arrow_down

No. Even if you are late for the scheduled pickup time, return time is still fixed as the original.
It cannot be adjusted according as actual pickup time.
A penalty charge will be required if you are late for the scheduled return time in any case.

Is it possible to extend the rental period after it has already started?keyboard_arrow_down

Sudden changes either upon arrival or during rental can NOT be accepted. If you are late for the scheduled return time, please contact the outlet directly to extend the rental and inquire about additional fees to pay for the excess time (it will be the regular standard rate of the rental car company, NOT ToCoo's discounted rate). Extension may not be accepted if the car has already been scheduled to another customer just after your return time.

Can I have a refund if I return the car earlier than scheduled time/date?keyboard_arrow_down

Even if you return the car earlier than the original scheduled time, no refund will be provided.
(Cancellation charge will offset the fee for the term you do not use.)

Can I change the return outlet in the middle of the rental period?keyboard_arrow_down

In general, it is not possible. If you really want to change the return outlet, please contact the pickup outlet directly.

What kind of gas should I put in the car?keyboard_arrow_down

There are three (3) kind of gasoline (fuel) at gas stations in Japan: Premium grade, Regular grade, and Diesel.
Most cars use regular-grade gas, but some luxury cars require premium-grade gas.
Diesel gasoline is not used for passenger cars, only commercial vehicles or specified diesel cars.
Please remember that diesel can NOT be used for refilling the gas tank (except for specified diesel cars).
If you do not know the correct gasoline type, be sure to check with the gas station staff before refueling.

What should I do if I don't have a chance to fill up the gas tank before I return the car?keyboard_arrow_down

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

Can I use the shuttle bus service for pickup and return?keyboard_arrow_down

You can confirm the outlet information by clicking the 'Outlet Information' button when you make the reservation, or you can confirm the outlet information from the link, which is attached in the confirmation mail.

Can ToCoo or the rental car company send me a lost belonging I left in the car?keyboard_arrow_down

Please be sure to refrain from leaving your belongings in the car or outlet. Neither ToCoo nor the rental car companies take responsibility for lost belongings. (It is clearly stated in the rental car agreement that loss items will not be compensated for.) However, some rental car outlets may store forgotten items for 1-3 months from the return date, but we cannot send them back to you in the mail. You must go to the rental car outlet to receive your belongings yourself.

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Snow Tires

How can I reserve a car with snow tires?keyboard_arrow_down

Please book the Snow Tire Plan if you would like to have a car with snow tires. If you are renting a car in Hokkaido, all cars come with snow tires from November-March.

When is the snow season? Where are the snowy areas in Japan?keyboard_arrow_down

Typically, the snow season in Japan is from December to March. However, it really depends on the area and it rarely snows in some southern areas. Please check the following link for details. Winter Driving

What is the difference between snow tires and snow chains?keyboard_arrow_down

Snow tires and snow chains are different. Snow tires will already be equipped, and you can drive on snowy and icy road without snow chains on top of them. Snow chains can only be installed on top of regular tires, and you must do it yourself, which can be difficult if you are not used to it.

Can I drive a car with snow tires even if there is no snow?keyboard_arrow_down

You can drive on regular roads with snow tires with no problem.

Can I add on snow tires after my reservation has been confirmed?keyboard_arrow_down

No, it is not possible. Please cancel your old reservation after making a new reservation with the Snow Tire Plan. If there are no Snow Tire Plans available, please contact us via the Inquiry Form.

If I rent a car in Hokkaido, will snow tires already be installed on the car?keyboard_arrow_down

If you are renting a car in Hokkaido, all cars come with snow tires from November-March.

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Accidents & Trouble

What should I do if I get into an accident?keyboard_arrow_down

If you have an accident, please call the rental outlet first, and staff will tell you what you should do.
You should also call the emergency police phone number, 110.
If there is an 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 car replacement can NOT be provided.

What should I do if I park illegally?keyboard_arrow_down

Illegal parking is strictly prohibited in Japan. If you park illegally, you must go to the police station and pay the penalty accordingly. If you don't take appropriate legal action, the car rental contract will be automatically finished and no refund will be provided. Also, the rental car company will charge you a penalty charge for illegal parking. ToCoo may charge those penalty charges to the registered credit card. If you don't pay those fines/penalties, you will be registered on the list of the car rental company association and you will no longer be able to rent cars again from the any of the rental car companies in Japan.

Can I have refund if I can't drive the car anymore due to an accident?keyboard_arrow_down

If it is determined that the rental car cannot be driven due to an accident occuring during your rental period, the rental contract will be automatically finished. In that case, there will be no refund for any unused time.

How do I file a N.O.C. claim?keyboard_arrow_down

We will accept applications for N.O.C. fees and towing fees if you paid the fee already. Please contact us with the rental car reservation name, rental car reservation number, and the circumstances of the accident from our Inquiry Form. After confirming the details, we will send you an email with details on the compensation procedure.
* You will need attach the N.O.C. or towing fee receipt when you reply to our e-mail, so you must keep all relevant receipts and documents after paying at the rental car outlet. If there is no receipt, we cannot accept your application.
* We will remit the money to the specified account after confirming the details with the rental car company.
* You must submit the application within 60 days of the rental car return date or we will not be able to accept your application.

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Telephone Translator Support

I purchased "Telephone Translator Support", but I don't have the phone number. What should I do?keyboard_arrow_down

We will send the phone number for telephone translator support at least 1 days before your rental car start date. Please check your email.

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Rental Car Options

How can I rent a car with an English, Chinese, or Korean GPS?keyboard_arrow_down

Not all car rental companies offer multilingual GPS service. If you would like to have an English voice guidance GPS, please select the 'Multilingual GPS' option in the search engine, and we will list available outlets in the search results.
Unless you book a car with an multilingual GPS, the car will only have a Japanese GPS.

Is there anything I should know about using a GPS in Japan?keyboard_arrow_down

Most GPS cannot be used while the car is moving. If you would like to use the GPS, please stop the car and engage the handbrake. After engaging the handbrake, you will be able to operate the GPS..

Do I need to reserve child seats for my children?keyboard_arrow_down

Driving with a child 5 years (or younger) without a child seat is against the law in Japan (police will accuse and charge 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.
Please include children 6 years old or older in the number of adult passengers.
You can add on child seats as an option.

What do I need to drive on snowy/icy roads?keyboard_arrow_down

We recommend you to reserve the Snow Tires option as your first priority.
After that, the 4WD (4-wheel drive) option is also beneficial in addition to snow tires when you drive on snowy/icy roads.
Normal tires are NOT safe on snowy/icy roads, even if you have the 4WD option. Tire-chains may be recommended for normal tires for the emergency purposes only if snow tires are not available.
Tire chains cannot be installed on top of snow tires.
Please be sure to choose the appropriate winter options in the search engine if required.

How can I get a car with 4WD?keyboard_arrow_down

There are many 4WD (four-wheel drive vehicles) in the Hokkaido and Hokuriku areas where there are a lot of snow. There are almost no 4WD vehicles in other places such as Tokyo and Kansai.
【How to Reserve 4WD (Four-Wheel Drive)】
1. Make a reservation from the 4WD (four-wheel drive) plan
2. Make a reservation for an SUV from Nissan, Nippon, and Times
* Nissan X-TRAIL SUV is always 4WD.
* For Nippon Rental a Car and Times Car Rental, we cannot guarantee that the car will have 4WD. You need to inquire after booking.
3. For the snowy Hokkaido, Tohoku, and Hokuriku areas, please inquire after booking (it depends on availability).

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

Some rental car companies allow pets. Please use our Inquiry Form for more detailed information.

Is the car equipped with USB, BlueTooth, or auxiliary (AUX) cord compatibility?keyboard_arrow_down

The audio compatibility depends on the car. Please ask the outlet staff for details.

Can I reserve a ski rack?keyboard_arrow_down

Other than Hokkaido, almost no rental car companies offer ski rack rental. For Hokkaido, book through Nippon Rent a Car and the ski rack can be selected as an option when booking.

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