What To Do in Case of Trouble

Accident

Please contact the police first. Then, please contact the rental car outlet. The staff will tell you what to do.

In case of an accident or you break the car, the car rental contract will be automatically finished. In that case, any payments made towards car rental, insurance, or any other costs will be non-refundable and no replacement car will be provided.

You will be charged a Non-Operation Charge (N.O.C.) and a Compensation Fee, except in the case that the car rental company causes the accident.

Car Breakdown

Please contact the car rental outlet. The staff will tell you what to do.
They will find out why the car broke down.

In case of an accident or you break the car, the car rental contract will be automatically finished. In that case, any payments made towards car rental, insurance, or any other costs will be non-refundable and no replacement car will be provided, unless the breakdown is the rental car company's fault.

You will be charged a Non-Operation Charge (N.O.C.), except in the case that the car rental company causes the breakdown.

Incorrect Fuel Filling

Be sure to confirm the type of gasoline you should use and double check it when you refuel.

If you find that you have filled up with the wrong type of gasoline, please do not start the engine, and contact the rental car outlet staff immediately. The staff will tell you what to do.

In case of an accident or breakdown, the car rental contract will be automatically finished. In that case, any payments made towards car rental, insurance, or any other costs will be non-refundable and no replacement car will be provided.

You will be charged a Non-Operation Charge (N.O.C.) and a Compensation Fee, except in the case that the car rental company causes the error.

Flat Tire / Dead Battery / Locked Out

These incidents are not covered by insurance. You are responsible for paying any fees or repair costs yourself.

In case of one of these incidents, please contact the rental car outlet. The outlet staff will tell you how to contact the relevant repair services.

Illegal Parking

Illegal parking is determined by the police directly or by an illegal parking sticker put on the car.
If you park illegally, you must immediately go to the designated police station and complete the required procedure.
You must immediately pay the fine by the designated payment method.
Please be sure to present the documents from the police and the receipt of the paid fine when you return the car at the outlet.

If you do not show the documents and the fine receipt, the car rental company will charge you an illegal parking penalty fee.

If you do not complete the proper procedure and pay the penalty, you will be registered on the list of the All Japan Car Rental Company Association for breaking Japanese law and violating the rental contract. You will not be able to rent any cars from any car rental companies in Japan again.

Late for Scheduled Pickup Time

If you are more than 1 hour late for the scheduled pickup time, the reservation will be cancelled automatically, and you will be charged a cancellation fee.

Please contact the outlet about your estimated arrival time in order to keep the reservation.

Pick up and return MUST be within the business hours of the outlet. You cannot pick up the car later than the closing time of the outlet.

Flight Delay

If your flight is delayed, please call the outlet during the outlet's business hours about your estimated arrival time before boarding your flight. The outlet staff will tell you how you can pick up your car according to conditions at that time.

The staff can only wait until the closing time of the outlet. If you will be later than closing time, your pickup will be postponed until the next morning at the SAME outlet.

For slight delays (such as 1 hour) that let you arrive within their business hours and you have already registered your flight number in your ToCoo reservation, there is no need to call the outlet.
The outlet staff will adjust your arrival time according to the flight information from the airport.

Too Small Car is Provided

ToCoo reservations are made by class specification. There is no chance that a lower class car than the class your reserved would be offered.

Even if the car provided in accordance with your reserved car class is too small for you, you can NOT change the provided car.
We highly recommend you to book a bigger car in advance.

No Winter Tires in Snowy Conditions

Winter options cannot be provided without advanced request.
(You cannot add on winter options even if you request them on arrival or during the rental period.)

If there is snow or freezing conditions, please stop driving immediately for your own safety if you do not have winter tires.
Driving on snowy and icy roads with normal tires is extremely dangerous.