FAQ

Q: Is the car rental fee cheap?

The prices on ToCoo! website are the cheapest price for the car rental online booking in Japan for foreign guests. 

Q: How to calculate car rental fees?

Car rental fees are calculated automatically by hourly or daily. 

Q: Are there any additional charges? 

In addition to the basic fees, the following fees occur. When compensation coverage is added, since T.A.S. is automatically added, even if the customer has an accident, it will be fully compensated by insurance. Distributors and customers would not have to pay any fees in case of an accident in that case.

Compensation Coverage (voluntary): Purchase of compensation coverage is optional. If you purchase compensation coverage, you would receive the following benefits if there is an accident. Property Damage Compensation (50,000 yen ⇒ 0 yen); Vehicle Compensation (50,000-100,000 yen ⇒ 0 yen).

T.A.S. (mandatory): T.A.S. (ToCoo! Additional Support) is mandatory for all ToCoo! bookings. In case of an accident, N.O.C. (non-operation charge) (20,000~50,000 yen ⇒ 0 yen).

Option fees: All other options require additional fees (ETC card reader device and Japanese GPS are free options).

Drop-off fees: If the pickup and return outlets are different, a drop-off fee will be required. The system will automatically calculate of drop-off fee. *There is usually no drop-off fee incurred if the outlets are in the same area. 

Q: How much is the distributor commission? 

The commission is 10% of the car rental fee (excluding consumption tax). Drop-off fees and ToCoo! option fees are not eligible for the commission.

*Commission of TOYOTA Rent a Car and Nippon Rent A Car reservations is 7%. 

Q: How much is the price for my customers?

The price for customers can be decided by the distributor. Please note that the price cannot be lower than the price offered by ToCoo!. Also, neither ToCoo! nor the rental car companies will answer customer inquiries regarding rental fees. 

Q: What is the change and cancel policy?

If you would like to make any alterations, please cancel your current reservation first, then make a new reservation with the updated details. There will be no cancellation fee applicable if the reservation is cancelled within 24 hours of reservation confirmation, even if it is already within 7 days of the scheduled pickup date. 

*A cancellation fee will be incurred if you cancel within 6 days of the scheduled pickup date, even if you forget to cancel. 

*A cancellation fee will be incurred if you double-book and forget to cancel the extra reservation. 

*Malicious actions will result in the termination of the distributor contract.

Cancellation Policy 

Up to 7 days before pickup: No cancellation fee 

Between 3-6 days before pickup: 20% of the car rental fee 

Between 1-2 days before pickup: 30% of the car rental fee 

On the pickup day: 50% of the car rental fee 

The maximum cancellation fee per reservation is 6,000 yen (excluding tax). 

Q: What is the cancellation policy in case of flight delay or cancellation due to a typhoon?

There will be no cancellation fees incurred in case of cancellation due to flight delay/cancellation or cancellations caused by the public transportation system.

Q: Are there any outlets not located near airports?

ToCoo! has available outlets near all 8 main international airports (New Chitose, Narita Airport, Haneda Airport, Chubu, Kansai, Itami, Kagoshima, and Naha airport) as well as other 53 airports, main train stations, for a total of 2,932 available rental car outlets.

Q: How early can I book a car?

We can accept reservations up to 180 days in advance. 

Q: Can I book multiple cars in one reservation? 

1 reservation equals 1 rental car. If you need to book multiple cars, please make a separate reservation for each car. 

Q: How to find car availability? 

We have 106,950 registered cars available each day across Japan. When using our search engine, you can book your desired car class. Sold out cars will not show up in the search results. 

Stock: 〇 at least six cars available

Stock: *** car(s) Left *** car(s) (actual stock) available.

Stock: ✖ sold out (cannot reserve) 

Q: How can I confirm reservation details? 

When the reservation is confirmed, we will send a confirmation mail to your registered email address. You can reconfirm your reservation details from "View/Cancel a Reservation" page. 

Q: Can I choose the car model? 

We cannot guarantee the specific car type, car model, mileage, GPS type, or color, because all reservations are made according to car class, not car model. This means that car model/car detail can NOT be chosen. You cannot change the provided car even if you do not like it or it is too small for you. 

Q: What kinds of cars are available? 

The most commonly available cars are Japanese-made brands like Toyota, Nissan, Mazda, Honda, Subaru, and Mitsubishi, etc. Depending on the rental car company, car make or model might vary. The available car classes will be displayed in the search results. 

Q: Are there manual transmission cars? 

Only automatic transmission cars are available. 

Q: Is there a multilingual GPS option? 

Multilingual voice GPS (English, Chinese, Korean and Japanese) is available by advance reservation. The GPS type may differ depending on the rental car company. Please request it when making a reservation.

Q: Do you have child seats? 

Please book the appropriate child seat if you will be traveling with children. Baby seats (under 1 year), child seats (1~ 4 years old), and junior seats (4~ 6 years old) are available. Please book the required number of child seats for your group. *If you have issues installing the child seat, please ask the rental car outlet staff for assistance.

Child Seats

Q: Can I reserve a car with snow tires? 

From November to April, snow tires will be equipped as standard equipment in areas with heavy snow (i.e., Hokkaido and Hokuriku). If you will be traveling anywhere else, please book the Snow Tire Plan.

Q: Is ETC card rental available? 

ToCoo! ETC card rental services are available. It can be sent to a customer's accommodation or any post office in Japan. Please select the desired pickup location in the reservation form.

[Important Information] 

*A deposit of 15,000 yen will be held for standalone ETC card rental. 

*The deposit will be released after we receive the ETC card back and the toll fees are charged, or if the reservation is cancelled. 

*Tolls will be charged to the credit card that you registered when the reservation was confirmed.

*If your customers will use expressways in Japan, we recommend the ToCoo! Expressway Pass plan. By paying prepaid one-time fee in advance, you can get unlimited access to all of Japan's expressways and there is no deposit required. 

Q: Is pocket WiFi rental service available? 

Pocket WiFi router rental service is available. Pocket WiFi routers can be picked up at the Mobile Center Telecom Square counters at major airports such as New Chitose Airport, Haneda Airport, Narita Airport, Chubu International Airport, Kansai Airport and Fukuoka Airport. Hotel pickup is also available. The pocket WiFi can be returned either at a Telecom Square airport counter or you can use the provided return slip to send the rental items back by Yamato Transport at any Seven Eleven or Family Mart convenience store. 

Details 

Q: Will there be any problems communicating with the rental car outlet staff? 

English-speaking staff is mostly unavailable. When confirming rental car contract details at the rental car outlet, most staff members will only be able to speak Japanese. If required, please considering purchasing Telephone Translator Support. 

Q: Is it possible to add options upon arrival?

Adding options upon arrival is not possible (including winter equipment such as snow tires). Please be sure to book the required options ahead of time when making a reservation. 

Q: Is it possible to drop off at a different outlet from the original pickup outlet?

If your pickup and return outlets are different, a drop-off fee will be required. The drop-off fee will be vary depending on the car rental company, so it is automatically calculated by our reservation system.

Details

Q: Can I drop off a car at a train station, tourist facility, hotel, etc.? 

You can only pick up and return a rental car at the rental car outlet. It is NOT possible to return to any other location. If you want to drop off the car at another outlet, you must reserve it in advance when booking. Also, changing the return outlet during the car rental period is not allowed. 

Q: What documents do I need when picking up the car? 

Please bring the following with you to the outlet: original domestic driver's license, International Driving Permit under the Convention on International Road Traffic of 19 September 1949 (some countries may require a license translation), passport, and a copy of the reservation confirmation email. 

Details

Q: What kind of international license do I need? 

The required documents for renting a car in Japan are divided into three categories: International License under Geneva Convention 1949, Single type International License under Geneva Convention 1949, or translated letter of driving license. The driver's license required for different nationalities varies. If you do not bring the required documents, the rental car reservation will be cancelled and a cancellation fee will be charged.

International License Requirements

Q: What kind of car can I drive with a standard International Driving Permit? 

With a standard B-section International Driving Permit, you can drive up to 8 passengers (9 people including the driver). 

Q: Are there any age limits for driving a rental car in Japan? 

Age does not affect renting a car in Japan as long as you are over 18 years old, even if you are a beginner having a license less than 1 year.

Q: What payment methods are available? 

The payment methods for the rental car fee are "Pay when you pick up the car", "Pay now（Pay by credit card）", or "Pay now / Pay when you pick up the car". It depends on plans. If you select "Pay now（Pay by credit card）", the rental car fee will be temporarily sold. In this case, the rental car fee will be settled after the rental car is returned. If you select "Pay when you pick up the car", customer will pay the rental car fee directly at the car outlet at the rental car pick up date. 

Q: Can I have a receipt?

After your reservation is complete, we can issue a receipt on request by email in PDF format. 

Q: What are the steps for picking up the rental car? 

Here are the steps to pick up a rental car. 

1. Bring the following with you to the outlet: original domestic driver's license, International Driving Permit under the Convention on International Road Traffic of 19 September 1949 (some countries may require a license translation), passport, and the reservation confirmation email. If you do not have the required documents, rental will be refused on arrival.

2. Get details about insurance and coverage.

3. Sign the rental car contract.

4. Check the rental car condition with rental car outlet staff. 

5. Departure! 

Details

Q: What if I am late for pick up or return? 

If you cannot arrive or return to the rental car outlet on time, please contact the outlet directly as soon as possible by phone. 

Q: Will there be any additional charges when returning the car? 

If the car is returned in accordance with the scheduled rental car period and the gasoline tank is refilled, there will be no additional charges. However, if the rental car is returned late or the gasoline is not refilled, additional charges would be required. When returning the car, please check the car condition with the rental car outlet staff. If there is any damage to the rental car, you will need to pay a compensation amount if you do not purchase compensation coverage in advance. 

Details 

Q: Can I get a refund if I return the car early? 

It is not possible to receive a refund for any unused time even if you return the car early. 

Q: Can I extend the rental car period during my trip? 

You cannot extend the car rental period after the reservation has already begun. If you would like to extend your rental period, please contact the rental car outlet directly. Also, you need to pay the additional rental car fees when you return the car. Extension fees will be calculated in accordance with the rental car company's standard rate. 

Q: What is airport transport service? 

It is a service offered by the rental car companies that offers a shuttle service between the airport and outlet. Transfer services vary depending on the airport. Please see the confirmation email for more detailed information. 

Q: Will the car have a full tank of gasoline at pickup? 

Yes, the gasoline tank will be full. 

Q: Do I have to return the car with a full tank of gasoline? 

Yes, the rental agreement requires you to return the car with a full tank of gas. When returning the car, please find a nearby gasoline station to refill the tank and show the gas receipt to the rental car outlet staff. If the tank is not fully refilled, gasoline fees will be calculated according to the driving distance. 

Details

Q: If my flight numbers are not confirmed yet, what should I do? 

Please make a reservation without entering the flight numbers. Then, please inform us as soon as your flight numbers are confirmed. 

Q: What should I do when I return the car? 

Please be careful not to leave any items in the car. Rental car companies can only keep forgotten items for 1-3 months, and there will be no compensation for lost items. Also, the rental car company cannot post forgotten items. 

Q: What is the insurance coverage in case of an accident? 

For safe travel, the rental car fees already include basic insurance. However, if the damage exceeds the coverage amount, the customer will be required to pay the excess. 

Details 

*Compensation details vary by rental car company. 

Bodily Injury: Unlimited

Property Damage: Unlimited 

Vehicle Damage: Market value 

Personal Bodily Injury: 30,000,000 yen 

Death: 30,000,000 yen, hospitalization 7,500 yen a day, commuting to hospital 5,000 yen a day

Coverage is available from the day of the accident to 180 days after. Permanent injury will be covered as the same coverage for death. 

Q: What should I do in case of an accident? 

Please follow the below steps. 

1. To avoid further accidents, please move your car to a safer location

2. Help the injured (call 119)

3. Please report the accident to the police (call 110) 

4. Confirm with the other party

5. Report the accident to your pickup rental car outlet 

*Please do not agree to out-of-court settlement. Insurance will not apply and you will be required to pay all charges yourself. 

Q: Can I register multiple drivers? 

Yes, please provide all driver's required documents when picking up the car. If a driver who has not been registered at the outlet causes an accident, all insurance coverage will be voided. 

Q: In case of an accident, how much will I be required to pay? 

If you are in an accident, you need to pay the following amount.

Compensation Fee: 50,000 to 150,000 yen

N.O.C. (non-operation charge): 20,000 yen to 50,000 yen

All ToCoo! reservations include T.A.S., so you will be exempt from paying the N.O.C. fee. If the reservation also includes a compensation coverage, you would not have to pay the above compensation fee.

*However, customers are responsible for all damages incurred which either exceed the insurance coverage amount or are exempt from coverage.

Q: What should I do if the car breaks down? 

If the car breaks down, please call the phone number specified by the rental car company. If you do not know the phone number, please call the original pickup rental car outlet. 

Q: How can I register as a ToCoo! Distributor? 

Please see below for the distributor registration process. 

1. You can apply from "Distributors Wanted" on ToCoo! online booking page. 

2. Please fill out the required Distributor Registration Form and apply.

3. We will request the rental car company for approval after we receive the application.

4. The rental car company will notify us with approval if there are no problems. 

5. We will send the Distributor ID to you after confirmation within 3 business days. 

6. The distributor can now begin the service!

Q: Do you have a support service? 

Dedicated support is available by email only, weekdays 10:00 to 16:00 (closed weekends and public holidays).

Contact Form 

*Phone support is not available.