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- Q: How can I book a car via ToCoo!?
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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.
All cars shown on the search result are the real stock, you can make an instant reservation.
After you fill out the reservation Form, we will send you a “Reservation confirmed Email” to your Email Address.
You can see the reservation via the View/Cancellation page on our website.
Reservation number and password are shown in the confirmation Email.
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- Q: When is the booking start date for the future booking?
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You can make a booking on the 1st. day of 6 months before the month of your car rental finish date.
*Example: If you make a booking on 01 May
You can make a booking to return the car up to the end of October
*Example: If you make a booking on 30 May
You can make a booking to return the car up to the end of October
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- Q: How much will it cost, if I want to return my car to a different outlet from my pick up outlet?
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Drop off is possible, if you set the different outlet as the return outlet when you book.
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.
* Please note that there are outlets do not accept Drop off a car of the different outlets.
To know the price and book, please refer the below;
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- Q: How do I know if my reservation is confirmed?
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After you make your reservation, we will send you a [Reservation Confirmation Email] to your Email Address.
You can see the reservation via the View/Cancellation page on our website.
Please log-in with the registered Email address and the password for the member-reservation.
Reservation number and password are shown in the confirmation Email for the guest-reservation.
Further conditions of the reservation are mentioned in your Reservation Confirmation Email.
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- Q: How can I confirm my reservation details?
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You can see the reservation via the View/Cancellation page on our website.
Reservation number and password for a Guest-reservation are shown in the confirmation Email.
Further conditions of the reservation are mentioned in your Reservation Confirmation Email.
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- Q: I made a reservation, but I have not received any Email from ToCoo. What should I do?
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We automatically send a Confirmation Email after you complete your reservation.
If you do not receive any Email from ToCoo, it is possible to put incorrect Email address when you make a reservation.
Please check your email box first, because it is possible to be sent to the spam folder in your Email Box.Please check the Emails from ToCoo! is rejected or not from your Email.
If you add our Email address [rsvinfo@coo.ne.jp] to your permitted recipient list in your Email box, you will be able to receive Emails from this Email address without being blocked.If you have not received your Confirmation Email, please be sure to contact us via Inquiry form.
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- Q: What are half-width characters?
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It means characters of half size.
Example:
Half-width → ToCoo
Full-width → ＴｏＣｏｏ
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- Q: Can I designate a car model?
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No. It is NOT possible.
You can only designate the car class, can NOT choose a model, grade, mileage, GPS models, color, model year, nor further car details etc., due to class specification reservation.
However, car models can be specified for the below car rental companies.
Nissan;
Car model specification is possible when you book.(there is only 1 model car per 1 class).
*There is a case another model car is offered including an upgrade due to irresistable reasons.
*Others;
Nippon (Hokkaido), Niconico (Chiba), Avis (Kyushu), Budget (Okinawa), Kuruka (Okinawa), Orix (Kansai Airport, Osaka) etc.
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- Q: Can I reserve a car if I am not a driver or co-traveler ?
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Reservations can NOT be made by anyone other than the driver or passenger.
However, our associated travel agencies can make reservations.
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- Q: How should I select a car size?
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Please choose the suitable car size/class referring to the Search Result Page with the information of Capacity, and Recommended number of passenger and luggage for each.
However, the number of luggage is just only an EXAMPLE, the actual number can be put in the car depends on your luggage size and situations. ToCoo! can NOT guarantee all of your luggage can be put in the car.
You need to judge the car size yourself referring to your luggage size and conditions.
There are cases all the luggage can NOT be put in the car upon arrival (especially in case your group fills all the seats. )
Even if the offered car is too small for you, any alternative car can NOT be offered.
We highly recommend you to book a bigger car possible beforehand.
If you are a 5 pax or more members group, renting 2 or more cars is recommended.
* Please be sure to count 1.5 seats for 1 child under 6yrs. since 1 child seat consumes 1.5 seats space.
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- Q: Is it possible to make reservations directly with the rental car outlet?
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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.
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- Q: Can I rent a car from the Japanese ToCoo! website?
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No, it is NOT possible to book via the Japanese ToCoo site.
ToCoo membership is limited to Japanese residents.
Members must live in Japan and pay a membership fee.
*Moreover, Japanese ToCoo! website only has Japanese language for all services.
*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.
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- Q: I haven’t decided my flight yet, Can I make a reservation in ToCoo!?
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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 fix your flight via the Inquiry Form.
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- Q: What is “Cancellation Compensation Support”?
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“Cancellation Compensation Support” is the insurance to compensate for the cancellation penalty (Cancellation charge and ToCoo! Option fee) caused in the case of cancellation within 6days before the car pick up date.
“Cancellation Compensation Support” can be added as a ToCoo! Option when you book a car.
Please note that there is no refund of the “Cancellation Compensation Support” fee in the case of cancellation of the booking with “Cancellation Compensation Support” option (including the case it is cancelled till 7days before the car pick up date).
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- Q: How can I change my reservation?
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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 and make a new reservation with your updated details.
*Vacancy of the car is NOT guaranteed when you re-book.
*Cancellation Policy is shown on our Change/Cancel page.
* 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.
*The Cancellation Policy of Early Bird Plan is different from the ToCoo general Cancellation Policy.
Early Bird Pay Now Plan Cancellation Policy
※NOTES※
If you purchased Cancellation Compensation Support option, the ” Cancellation Compensation Support” fee can NOT be refunded even if you cancel the reservation.
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- Q: How do I cancel my reservation?
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Please cancel via the [View/Cancel a Reservation] page.
There is the case the cancellation is not available from the ToCoo! Website because of the last minutes.
In this case, please contact the rental car outlet directly.
Your outlet contact phone number is mentioned in the [Reservation Confirmation Email].
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- Q: Can I cancel the Early Bird Plan reservation?
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You can cancel a reservation under Early Bird Plan after making the booking, however, cancellation causes Cancellation Charge in any time, any case.
Cancellation Charge will be from 20% to 100 % of the car rental fee (UNLIMITED).
Early Bird Pay Now Plan Cancellation Policy
There is a case the cancellation is not available via ToCoo! Website for the Early Bird reservation.
In this case, please contact us via the below Inquiry Form.
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- Q: How is the cancellation policy?
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You can cancel a reservation without any penalties by 7days before the car pick-up date.
However, cancellation made within 6 days before the car pick up time or later causes the cancellation charge and the paid ToCoo! option fee can NOT be refunded.
Cancellation policy can be different depending on the plan.
Please refer to the page below about Cancellation Policy.
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- Q: After I cancelled my booking, how long until I get my refund?
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**We can refund ToCoo! option fees in the following cases:
-If you cancel your reservation by 7 days before your pickup date.
*Because of the nature of international transactions, it will take 1 week-3 months to receive the refund.
The exact time depends on your credit card company.
**We can NOT refund ToCoo! option fees in case of the below;
-If you cancel your reservation within 6 days of your pickup date
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- Q: Is there a cancellation fee if I cancel a ToCoo! option (T.A.S, Wi-Fi router, ETC card, etc)
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If you cancel at least 7 days before your car pick up date, the paid ToCoo! option fee (except “Cancellation Compensation Support” Insurance fee, if you bought it ) will be refunded.
However, in case of cancellation within 6 days before the car pick up date, the paid ToCoo! option can NOT be refunded.
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- Q: After the reservation is confirmed, can I add any options after booking the car or upon arrival?
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No, it is NOT possible to add any options.
No changes can be made after the reservation is confirmed or at the outlet upon arrival.
If you would like to add any option, please cancel your current reservation by 7 days before the car pick up date first and make an updated reservation.
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- Q: Can I add more drivers for our car rental? Are there any additional fees? Do I need to register them in advance?
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You can add more driver.
There is no extra charge for additional drivers.
No need to register in advance, but registration at the outlet is necessary.
Please be sure to come with the original driving license, original International Driving Permit, original passport of ALL the drivers for registration.
Please note that if an accident occurs while an unregistered driver is driving, the insurance will NOT cover it.
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- Q: I cancelled my booking till 7 days before the car pick up date. What is the fee charged on my credit card?
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The charged fee is “Cancellation Compensation Support” Insurance fee.
If you purchased “Cancellation Compensation Support” Insurance and even if you cancel the booking even 7 days before the car pick up date, payment of “Cancellation Compensation Support” fee is incurred.
All paid ToCoo! Option fee is refunded once, and “Cancellation Compensation Support” Insurance fee is charged separately.
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- Q: Why was I charged after making my reservation?
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Any ToCoo! option fees such as ToCoo! Additional Support (T.A.S.)., 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].
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- Q: Why did ToCoo! charge 15,000 yen on my credit card?
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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.
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- Q: Why was $1 charged several times even though the reservation wasn’t successful?
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This is credit card validity checks of your credit card.
It is NOT a real transaction.
This amount will be cancelled after the card is approved, so you will not be charged it.
Please contact your credit card company directly for more details.
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- Q: I cancelled my booking. Will I get a refund of the ToCoo options? How long until I get my refund?
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*We can refund ToCoo! option fees(except for “Cancellation Compensation Support” Insurance fee) in the following cases:
– If you cancel your reservation by 7 days before your pickup date
Because of the nature of international transactions, it will take 1 week-3 months to receive the refund.
The exact time depends on your credit card company.
*We can NOT refund ToCoo! option fees in case of the below;
– If you cancel your reservation within 6 days of your pickup date
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- Q: Why hasn’t my 15,000 yen deposit been refunded yet?
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The ETC card deposit will be released as soon as the toll fees are calculated and charged after the ETC card has been returned.
Please note that the deposit release might not be shown on your statement,
since it was just a deposit, not a charge.TEP Pass(ToCoo! Expressway Pass) does not need toll fee calculation nor deposit.
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- Q: How do I pay?
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Car rental and car option fees should be basically paid at an outlet upon arrival with a credit card, but there are advanced payment type plans.
You can check it in the Payment Method section of the Application Form.
ToCoo! option fees such as ToCoo! Additional Support (T.A.S.), ToCoo ETC Card rental, TEP Pass(ToCoo! Expressway Pass), Wi-Fi Router rental, etc. are charged on your credit card when you make a booking for all ToCoo! bookings.
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- Q: Which credit cards can I use?
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ToCoo! accepts VISA, Master, AMEX, and JCB Card for our online reservations.
Most rental car outlets accept major credit cards such as VISA, Master Card, JCB, and AMEX.
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- Q: Can I pay for the rental fees with cash?
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Car rental outlets request you to pay with Credit Cards for payment.
There are several outlets that do not accept credit card payment, Cash Payment only, e.g. Sekai Rent A Car, outlets of small car rental companies etc.
If you have any concerns, please contact us via Inquiry Form.
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- Q: How do I pay for the expressway toll fees?
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After we receive the ToCoo! ETC Card back from you, we will calculate the toll fees and charge the actual toll fees to your registered credit card.
We will also release the deposit of 15,000 yen at the same time.
There is no deposit required for expressway passes as ToCoo! Expressway Pass (TEP) etc. customers.
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- Q: How can I get the breakdown of the expressway toll fees (ETC Card) I used?
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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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- Q: What is the TEP Pass(ToCoo! Expressway Pass)?
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TEP Pass(ToCoo! Expressway Pass) Option lets you enjoy unlimited use of all of Japan’s expressways at one fixed price.
To use the TEP Pass, renting an ETC Card is required, and its fee is included in the fee of the pass.
We will send the ETC Card which is registered as the TEP Pass to the designated convenience stores/Post Offices in/nearby the Airport Terminal throughout Japan.
TEP Pass(ToCoo! Expressway Pass) can be purchased as an Option when you book a car.
*Fee of the TEP Pass(ToCoo! Expressway Pass) is NOT included in the rental fee. It is charged as the ToCoo! Option fee.
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- Q: What is the TEP Pass for Hokkaido/Kyusyu/Okinawa?
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TEP Pass for Hokkaido/Kyusyu/Okinawa lets you enjoy unlimited use of all of Hokkaido/Kyuryu/Okinawa ‘s expressways at one fixed price.
To use the TEP Pass for Hokkaido/Kyusyu/Okinawa, an ETC Card which is registered as the Pass is required.
We will send the ETC Card which is registered as the TEP Pass to the designated Convenience stores/Post Offices in/nearby the Airport Terminal throughout Japan.
*Fee of the TEP Pass for Hokkaido/Kyusyu/Okinawa is NOT included in the rental fee. It is charged as the ToCoo! Option fee.
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- Q: Where should I pay for the TEP Pass(ToCoo! Expressway Pass)?
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TEP Pass(ToCoo! Expressway Pass) fee is charged to your registered credit card as part of the ToCoo! options fee when the reservation is completed.
TEP Pass(ToCoo! Expressway Pass) fee is not included in the rental car fee.
Please see the following URL for more information on the TEP Pass(ToCoo! Expressway Pass).
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- Q: Can I add TEP Pass(ToCoo! Expressway Pass) to my current reservation?
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You can NOT add on any TEP Pass(ToCoo! Expressway Pass) to your current reservation.
TEP Pass(ToCoo! Expressway Pass) must be booked together with the rental car.
If you would like to use TEP Pass(ToCoo! Expressway Pass), please cancel your current reservation and make a new reservation with it.
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- Q: Can I use TEP Pass(ToCoo! Expressway Pass) without a rental car reservation?
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No, it is NOT possible.
TEP Pass(ToCoo! Expressway Pass) must be booked at the same time of your car rental booking.
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- Q: Does the TEP Pass(ToCoo! Expressway Pass) include ETC Card rental fees?
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Yes, it is included.
The ETC card registered as your TEP/TEP Hokkaido/Kyusyu/Okinawa pass can be received at the designated Convenience stores/Post Offices in/nearby the Airport Terminal throughout Japan.
* You can NOT receive the ToCoo ETC card registered as TEP/TEP Hokkaido/Kyusyu/Okinawa at the rental car outlets.
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- Q: When can I make a reservation for the TEP Pass(ToCoo! Expressway Pass)?
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You can book the TEP pass between 180 days before your car return date and 10 days before your car pick up date.
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- Q: Can I rent ToCoo! ETC Card and ETC device to use for the ETC system?
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To use the ETC toll payment system, both an ETC Card Reader and an ETC Card are required.
【ETC Card Reader】
-> Device to insert an ETC Card
Basically, the vehicles listed on the ToCoo! website are ALL equipped with ETC on-board device.
There are some rental companies in the Island area offering cars without ETC devices.
【ETC Card】
-> Specified Card to pay expressway tolls
ETC card should be inserted to an ETC device to pay a toll.
ETC card rental option is offered for ToCoo! car rental users.
・You can add a ToCoo! ETC card rental option when you book a car.
・ToCoo! ETC cards can be picked up at the designated Convenience stores/Post Offices in/nearby the Airport Terminal throughout Japan.
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- Q: Can I add on ToCoo! ETC Card after I pick up the car?
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No, it is NOT possible.
Please reserve it by 10 business days before the car pick up date together with a rental car.
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- Q: Can I add a ToCoo! ETC Card to my reservation after my reservation is already confirmed?
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No, it is NOT possible.
ToCoo! ETC card rental option can not be added when you pick up a car.
This option can be purchased when you book, but booking should be made by 10 days before the car pick up date.
Your car rental company might offer their own ETC card rental option.
If you would like the car rental company’s option, please contact your car rental company directly, not via ToCoo!.
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- Q: Why can’t I reserve a ToCoo! ETC Card?
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ToCoo! ETC Card rental is available as an add-on option when you make a rental car reservation.
However, the ETC Card can be booked only between 80 days before the car return date and 10 days before the car pickup date.
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- Q: Can I rent just ToCoo! ETC Card without a rental car reservation?
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No, it is NOT possible to rent only ToCoo! ETC Card.
The ToCoo! ETC Card ONLY can be added on as an option when you book the rental car via ToCoo!
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- Q: Can I receive ToCoo! ETC Card and/or Wi-Fi Router at the rental car outlet?
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No, it is NOT possible.
ToCoo! ETC card can not be received at the car rental outlets.
You may receive it at the designated Convenience stores/Post Offices in/nearby the Airport Terminal throughout Japan.
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- Q: How can I receive the parcel including ETC card at the convenience store?
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We will send the QR Code/Receiving Number URL to receive the parcel via Email after shipping it. Please present the Receiving Number at the cashier counter of the designated convenience store.
Please present the Receiving Number at the cashier counter of the designated convenience store.
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- Q: Can I rent a standalone Wi-Fi Router without a rental car reservation?
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No, it is NOT possible to rent only Wi-Fi Router.
The rental Wi-Fi Router can be added when you book the rental car via ToCoo!
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- Q: How do I cancel only ETC Card rental while keeping my car rental booking?
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Please contact us via the Inquiry Form promptly.
Please note that we cannot accept any changes or cancellations within 7 days before of the rental car pickup date (6 days before the parcel receiving date).
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- Q: Can I extend the rental period of the ETC Card?
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No, it is NOT possible.
You can not use the rented ETC Card longer than the car rental period.
Please be sure to return your ETC Card promptly after your car rental.
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- Q: Is it possible to specify the date of receiving my ETC Card?
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No, it is NOT possible.
ToCoo! ETC card will be posted to the designated Convenience store/Post Office by 7 days before the car pick up date.
It is scheduled to reach by 2 or 3 days before the car pick up date.
You can not request nor change the delivery date.
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- Q: How can I change the shipping address for my ETC Card?
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If you inform us by 10 days before the car pick up date, you may change the delivery address.
Please contact us via the Inquiry Form.
Please note that the parcel pick up location is ONLY the designated convenience stores(Post Offices).
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- Q: Can I pick up ToCoo! ETC Card at the rental car outlet?
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No, it is NOT possible.
ToCoo! ETC card can not be received at the car rental outlets.
You may receive it at the designated Convenience store/Post Office.
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- Q: I forgot where I’m supposed to pick up my ETC Card and/or Wi-Fi Router at. What should I do?
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Please access our STORE Locator below;
You can find your ETC Card/TEP Pass/Wifi pick up point on the Google Map.
And the location can be confirmed in the Confirmation Email and the Email including QR Code/Tracking Number sent by 1 day before the car pick up date may show your parcel pick up location.
Please be sure to check the Spam/Junk folder either, if you can not find the Emails from ToCoo!.
If you still can’t find the Email, please contact ToCoo customer support. immediately.
We will check the situation and contact you.
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- Q: I haven’t received my ETC Card yet. What should i do?
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For customers who have reserved an ToCoo! ETC Card, a receiving number Email will be sent to you by 2 days before the car pick up date so that you can show the number at the Convenience store/Post Office.
If you haven’t received the Email, please contact ToCoo! immediately.
We will check the situation and contact you.
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- Q; How can I receive ToCoo! ETC card (Wifi Router) in the case I arrive on the date before the car pick up date?
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ToCoo! ETC card(Wifi Router) reaches the designated Convenience store/Post Office by 2 or 3 days before the car pick up date.
If you would like to receive it before 3 day or earlier, please contact ToCoo! by 10 DAYS BEFORE the car pick up date so that we arrange to ship it earlier than the schedule.
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- Q: How can I pick up ToCoo! ETC card when I arrive at the airport terminal outside of the business hours of the Convenience stores/Post Offices?
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You can NOT pick up your parcel outside of their business hours of theConvenience store/Post Office.
You must go to the Convenience store/Post Office on their next business day during their business hours.
You may change the parcel pick up location to the other Convenience stores/Post Offices by 10 days before the car pick up date.
*The parcel storage period is 5 days, after arriving 5 days, the parcel will be returned.
Please note that there is NO refund basically, even if you can not pick up the parcel.
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- Q: How do I return the ToCoo! ETC Card?
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On the car 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.
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- Q: Can I return the ToCoo! ETC Card/Wi-Fi Router to the rental car outlet?
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No, it is NOT possible.
Please follow the return instructions in the package or in your Reservation Confirmation Email.
If you return it to the rental outlet and it gets lost, you will be charged the loss penalty fee.
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- Q: Can staff of the rental car outlet or hotel send the return package with the ToCoo! ETC Card and/or Wi-Fi Router back instead of me?
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No.
Please be sure to mail it yourself.
If we cannot confirm that the package was returned back to ToCoo! or the item is lost, you will be charged the loss penalty fee.
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- Q: I lost the return envelope for the ToCoo! ETC card. What should I do?
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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 bring it back with you overseas, please send it to us as soon as possible.
If the rental items arrive after the scheduled return date, the late fee will be charged.
Please note the shipping fee as a letter pack/EMS etc.must be paid yourself.
Our address is the below;
COOCOM Co., Ltd.
La Tour Shinjuku 405, Central Park Tower
6-15-1 Nishi-Shinjuku, Shinjuku-ku,
Tokyo, Japan 160-0023
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- Q: What should I do if I accidentally bring the ToCoo! ETC Card back overseas?
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If you take it overseas, please send it to us as soon as possible.
If the rental items arrive after the scheduled return date, the late fee will be charged.
In this case, the shipping fee to Japan is on your account.
Please contact us via the Inquiry form to inform us of the tracking number.
*Please note that the expressway toll charge might be later than the regular schedule, since the toll charge should be done according to the actual record of your rented ETC card.
Our address is the below;
COOCOM Co., Ltd.
La Tour Shinjuku 405, Central Park Tower
6-15-1 Nishi-Shinjuku, Shinjuku-ku,
Tokyo, Japan 160-0023
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- Q: I forgot the ToCoo! ETC Card and/or Wi-Fi Router in the car. What should I do?
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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 on your registered credit card.
If the rental items cannot be found, we will charge the relevant loss fee.
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- Q: I lost the ToCoo! ETC Card and/or Wi-Fi Router. What should I do?
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Please contact ToCoo! immediately from Inquiry Form.
Loss of the ToCoo! ETC Card and/or Wi-Fi Router will be dealt with in accordance with each contract.
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- Q: What kind of driver’s license do I need to drive in Japan?
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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.
PR Official Japanese Driving Licence Translation
ONLY drivers from Taiwan, Germany, Switzerland, France, Monaco, Belgium must bring an authorized translation document in Japanese and the domestic driver’s license.
A translation can be obtained through Driving-Japan (use voucher code “ToCoo22” for a 5 EUR discount), which can be delivered directly to your home outside of Japan and hotel address in Japan or printed in a 7-Eleven shop in Japan.
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- Q: Can I use my country’s license to drive in Japan?
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No, your home country driver’s license can NOT 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, Monaco, Belgium must bring an authorized translation document in Japanese and the domestic driver’s license.
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- Q: My nationality is different from the country that issued my International Driving Permit. Can I rent a car in Japan?
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If you have a valid International Driving Permit license 1949 and domestic license, you can drive in Japan.
However, if the nationality is different, you need to be checked your passport with your travel history to the International Driving Permit license issuing country.
If the travel history cannot be proven, car rental may be refused.
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- Q: What documents are required to rent a car in Japan if I am from Taiwan, Germany, Switzerland, France, Monaco, Belgium?
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You 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 (JAF).
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- Q: Can I drive a car in Japan?
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You must check whether you can drive in Japan or not with your original documents on your responsibility before your rental.
Your rental car outlet has the right to judge finally whether you can drive in Japan or not.
In case staff of your outlet judges you are not eligible to drive a car in Japan upon arrival, car rental is refused.
Even in this case, cancellation charge is incurred and the paid ToCoo! option fee is not refunded.
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- Q: Can I make a reservation even if I don’t have an international driving permit yet?
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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 appropriate International Driving Permit, the car rental contract can not be completed, the reservation will be canceled.
In this case, you will be charged the cancellation fee and paid ToCoo option fee is not refunded.
For German, Swiss, French, Monaco, Taiwanese, and Belgian drivers please be sure to present a Japanese translation of your driver’s license and your original license when you pick up the car.
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- Q: How many passengers car can I drive if I only have a normal International Driving Permit?
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You are only allowed to drive up to 9 seater car.
If you have a D section 1949 International Driving Permit, you can have up to 10 seater or more (including the driver).
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- Q: What kind of license do I need to drive a 10-person car?
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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 a 9-passenger car.
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- Q: Is there an age limit for driving in Japan?
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If you are over 18 years old and have a valid International Driving Permit 1949, you can drive in Japan.
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- Q: What should I do if I forget my International Driving Permit?
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You are legally not allowed to drive in Japan without a valid International Driving Permit 1949 or Japanese license.
Rental will be refused on arrival.
Even in this case, the cancellation charge on the day of use is incurred, and there is no refund of the paid ToCoo! option fee.
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- Q: What is ToCoo! Additional Support (T.A.S.)?
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ToCoo! Additional Support (T.A.S.) is the ToCoo! exclusive Insurance that covers Non-Operation Charge (N.O.C.) and towing fees incurred by an accident for which the accident report was issued during the rental car usage period.
Non-Operation Charge (N.O.C.) is a compensation for the car rental company that can not offer the car to the following customers due to the repair.
With T.A.S., you do not need to pay Non-Operation Charge (N.O.C.) even in case of an accident.
If you book a car via ToCoo, ToCoo! Additional Support (T.A.S.) is mandatory for your booking as indicated on our website.
For more information, please refer the page below.
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- Q: How do I add on ToCoo! Additional Support (T.A.S.)?
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ToCoo! Additional Support (T.A.S.) is mandatory for all bookings through ToCoo’s website, it is added automatically as the ToCoo! option.
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- Q: Do I need to purchase Compensation Coverage (CDW)? Please tell me the details.
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Basically, Compensation Coverage (CDW) is an option, you can choose it when you book.
Compensation Coverage (CDW) covers the compensation fees (maximum 150,000 yen) in case of an accident.
There are package plans including the Compensation Coverage (CDW) already in the rental fee.
If you purchase Compensation Coverage (CDW) and with the mandatory ToCoo! Additional Support (T.A.S.) , you may have full coverage for all the compensation (300,000JPY at the maximum) to be paid in case of an accident.
We recommend you to buy the Compensation Coverage (CDW) option.
*There are cases the coverage can not be used as the belows;
Filling up with an incorrect fuel type, Tire repair, tire loss, or tire replacement, Battery change, charging, or other related services etc.
*Compensation Coverage option(CDW)of some rental companies does not cover Single car incident cases. Please be sure to check the conditions of your car rental company’s CDW when you pick up the car at the outlet.
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- Q: How do I add on Compensation Coverage (CDW)?
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You can add on Compensation Coverage (CDW) when you make your online reservation via ToCoo! website with checking the Compensation Coverage(CDW) option.
Compensation Coverage (CDW) is confirmed at the same time as the reservation is confirmed.
There are package plans including the Compensation Coverage (CDW) already in the rental fee.
*There are cases the coverage can not be used as the belows.
Filling up with an incorrect fuel type,Tire repair, tire loss, or tire replacement,Battery change, charging, or other related services etc.
*Compensation Coverage option(CDW)of some rental companies does not cover Single car incident cases. Please be sure to check the conditions of your car rental company’s CDW when you pick up the car at the outlet.
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- Q: What’s the difference between ToCoo! Additional Support (T.A.S.) and Compensation Coverage (CDW)?
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T.A.S. (ToCoo Additional Support) is the exclusive Insurance of ToCoo!, which covers Non-Operation Charge (N.O.C.) and towing fees in case of an accident which is recognized by the rental car company (accident report issued).
Compensation Coverage (CDW) is the Insurance provided by the rental car company, which can exempt the compensation fees (customer burden cost) caused by an accident.
In case of an accident, the rental car company charges you N.O.C. and the towing fee.
ToCoo! Additional Support (T.A.S.) covers this Non-Operation Charge (N.O.C.) and the towing fee.
Moreover, the car repair fee is covered by the basic insurance.
To have the basic insurance coverage, you must pay the Immunity charge up to 150,000JPY.
Compensation Coverage (CDW) covers this Immunity charge 150,000JPY.
*There are cases the coverage can not be used as the belows.
Filling up with an incorrect fuel type,Tire repair, tire loss, or tire replacement,Battery change, charging, or other related services etc.
*Compensation Coverage option(CDW)of some rental companies does not cover Single car incident cases. Please be sure to check the conditions of your car rental company’s CDW when you pick up the car at the outlet.
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- Q: Can I pick up/return the car outside of the outlet’s business hours?
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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.
Leaving the car outside of the outlet’s business hours is a serious violation of the car rental contract.
Please check the bussiness hours of car outlet at the [Reservation Confirmation Email].
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- Q: Is the rental car outlet open on weekends? I have to pick up/return my rental car on Sunday.
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Rental car outlets are usually open all year except for the New Year holidays.
Business hours vary by each outlet.
Please enter your desired pick up and return date & time and find the available outlets in the search result.
You can search the available rental cars with the information that your desired pick up and return date & time.
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- Q: Can I pick up the car at my hotel? Can I return the car to my hotel?
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No, there is no dispatch service to any hotels.
Please pick up and return the car to the rental car outlet.
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- Q: Are there translators (English, Chinese, Thai language or Korean) at the rental car outlets?
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Narita Airport, Haneda Airport, New Chitose Airport, Chubu International Airport, and Kansai International Airport might have English, Chinese, Thai language or Korean speakers.
Staff at other outlets can usually only speak Japanese.
ToCoo! provides telephone interpretation if nobody speaks English, Chinese, Thai language or Korean at the outlets, free of charge.
How to use Three-way interpretation service is mentioned in the Recommendation Email sent 1 day before the car pick up date.
Hope you use it when you make the car rental contract at the outlet.
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- Q: What do I need to bring with me when I pick up the car?
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Please bring the following items when you pick up the car.
- Original domestic driver’s license
- Original International Driving Permit under Geneva Convention 1949 (or official translation of license for Taiwan, Germany, Switzerland, Belgium, France, Monaco ONLY)
- Original Passport (not require if you have a Japanese license)
- Valid credit card
- Please provide a copy of the reservation confirmation email or present it on your smartphone. (ToCoo! reservation number is required.)
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- Q: Is there a shuttle bus or transfer service?
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Most Airport outlets offer a shuttle service.
You can confirm the transfer information by clicking the [Outlet Info] button when you make the reservation, or you can confirm the outlet information from the link, which is attached in the [Reservation Confirmation Email].
For the outlets in town, other than the airport outlets, you need to come to the outlet by yourself.
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- Q: How do I get from the airport to the rental car outlet?
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Most airport outlets offer transfer services to the rental car outlet (not applicable for all airports).
The pick-up method depends on the airport/outlet.
You can check it in your Confirmation Email.
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- Q: Can I pick up the car from the airport?
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Picking up/returning a car directly to the airport is NOT possible due to security reasons.
You can take the complimentary shuttle between the airport and the outlet and pick up/return a rental car at the car outlet.
Some small airports offer direct pick up/return as an exception.
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- Q: What should we do if I may be late for the scheduled pick up time?
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If you are more than 1 hour 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 can NOT be altered and it will be the same as the original.
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- Q: Is it possible to change the car we are offered to another one upon arrival?
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No, it is NOT possible.
Both ToCoo! and the rental car company can NOT 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.
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- Q: Can I extend the scheduled return time if I am late for the scheduled pickup time?
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No, it is NOT possible.
Even if you are late for the scheduled pickup time, return time is still fixed as the original.
It can NOT 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.
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- Q: Is it possible to extend the rental period after it has already started?
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No, it is NOT possible.
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.
Additional fee 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.
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- Q: Can I have a refund if I return the car earlier than scheduled time/date?
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No, it is NOT possible.
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.
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- Q: Can I change the return outlet in the middle of the rental period?
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In general, it is NOT possible.
If you really want to change the return outlet, please contact the pickup outlet directly.
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- Q: What kind of gas should I put in the car?
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There are three (3) kinds 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 rental cars, only commercial vehicles or specified diesel cars.
Please remember that diesel can NOT be used for refilling the gasoline car (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.
Any problems, damage, or accidents with filling up with an incorrect fuel type is NOT covered by any insurance.
You must pay the compensation by yourself, NOT insurance.
Please be sure to check the appropriate kind of gasoline before filling.
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- Q: What should I do if I don’t have a chance to fill up the gas tank before I return the car?
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The outlet will charge you the cost estimating quantity to be filled, and it may be higher than the real cost.
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- Q: Can I use the shuttle bus service for pickup and return?
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As for the airport outlet transfer, you can confirm the outlet information by clicking the [Outlet Info] button when you make the reservation, or you can confirm the outlet information from the link, which is attached in the [Reservation Confirmation Email].
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- Q: Can ToCoo! or the rental car company send me a lost belonging I left in the car?
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Car rental companies do NOT have any return or send service for a lost belonging.
Please be sure to refrain from leaving your belongings in the car or outlet.
Neither ToCoo! nor the rental car companies do NOT take any responsibility for lost belongings. (It is clearly stated in the rental car agreement that loss items will not be compensated for.)
Please be sure to refrain from leaving your belongings in the car or outlet.
Neither ToCoo! nor the rental car companies do NOT take any responsibility for lost belongings.
(It is clearly stated in the rental car agreement that loss items will not be compensated for.)
However, ToCoo! offers Lost item international delivery service (paid service).
If the item is found, ToCoo! will send it back to you with the delivery service fee.
For more information of this service, please reger the below pages.
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- Q: How can I reserve a car with Winter Tires?
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Winter tires option can NOT be offered without advanced reservation.
Please make a reservation under the Winter Tires Plan offering a car with winter tires already.
If you can not find the rental car which is already added Winter Tires, please book a normal tires car via ToCoo! website first, and send the below Winter Tires Request Form by the deadline.
Please note that there are cases cars with winter tires are all sold out.
*Winter tires option can NOT be cancelled once it is confirmed. You can NOT cancel the winter tires upon arrival even in case you do not need the winter tires.
*Rental at the outlets in the snowing area
All cars picked up at the outlets in Hokkaido, Tohoku, Shinetsu, Hokuriku area wear Winter Tires from November to March.
For more information, please refer the page of Winter Driving below.
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- Q: Please advice that I need Winter Tires or not.
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Whether you need Winter Tires or not must be judged by yourself on your own responsibility.
Under Japanese traffic law, you must have Winter Tires to drive on snowy/icy roads.
In the case your car renal company judges your rental is not safe, they have the right to cancel your reservation upon arrival.
Even in this case, the cancellation charge is incurred and the paid ToCoo! option fee is NOT refunded.
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- Q: When is the snow season? Where are the snowy areas in Japan?
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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.
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- Q: What is the difference between Winter Tires and snow chains?
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Winter Tires and snow chains are different.
Ｗinter tires will already be equipped, and you can drive on snowy and icy roads without snow chains on top of them.
Snow chains can only be installed on top of normal tires, and you must set it yourself, which is difficult if you are not used to it.
There is no car rental company offering the snow chains option at present.
Please note that in case your snow chains break the car or cause an accident, any insurance is NOT applicable, you must pay all the compensation yourself.
Let us inform you not to equip a snow chain on your rented car.
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- Q: Can I drive a car with Winter Tires even if there is no snow?
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You can drive on regular roads with Winter Tires with no problem.
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- Q: Can I add on Winter Tires after my reservation has been confirmed?
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Yes, it is possible if vacany allows.
Please send the below Winter Tires Request Form with the ToCoo! reservation number.
Please note that there are cases cars with Winter Tires are all sold out.
Earlier requests are recommended.Winter Tires option can NOT be cancelled once it is confirmed.
You can NOT cancel the Winter Tires upon arrival even in case you do not need the Winter Tires.
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- Q: If I rent a car in Hokkaido, will Winter Tires already be installed on the car?
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If you rent a car in Hokkaido, all cars come with Winter Tires during November-March.
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- What is Snow Socks Option? How it can be purchased?
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Snow Socks are the Tire Covers made of special fabric with the superior Grips on snowy icy roads.
Attaching Snow Socks on the normal tires, you can drive on snowy/icy roads.
You can purchase them as an option when you make a booking via ToCoo! website.
Please note that
*Please drive at 40 km/h or slower while driving with the Snow Socks.
*Please be sure to remove the Snow Socks from the car when you park for a long time in low temperature.
*You must install and remove the Snow Socks yourself. Your car rental staff does NOT help installing or removing.
*Deadline of purchasing Snow Socks is 14 days before the car pick up date. Please be sure to apply for Snow Socks by 14 days before the car pick up date.
*Even if you can not receive them on the schedule, ToCoo! can NOT compensate for any loss or damage.
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- Q: What should I do if I get into an accident?
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If you have an accident, please call the rental outlet first, and staff will tell you what you should do.
And, You must 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 at the time of the accident/breakdown.
In that case, the payment made for the car rental, insurance or any other cost, are NOT to be refunded.
Also any car replacement can NOT be provided.
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- Q: What should I do if I park illegally?
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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.
If you don’t pay those fines/penalties, ToCoo! may charge those penalty charges on the registered credit card.
Moreover, 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 any of the rental car companies in Japan.
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- Q: Can I have refund if I can’t drive the car anymore due to an accident?
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If it is determined that the rental car cannot be driven due to an accident occurring during your rental period, the rental contract will be automatically finished.
In that case, there will be NO refund for any unused time.
Also, any car replacement is NOT provided.
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- Q: How do I file a Non-Operation Charge (N.O.C.) claim?
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We will accept applications for Non-Operation Charge (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.
ToCoo! may transfer the amount of N.O.C. you paid.
*You need to attach the Non-Operation Charge (N.O.C.) or towing fee receipt when you reply to our Email, 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.
Money transfer fee is on your account.
*You must submit the application within 60 days of the rental car return date.
If not submitted, we will be unable to accept your application.
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- Q: I do not have the number of “Telephone Translator Support”. What should I do?
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We will send the Itinerary Check Email, including information on how to use Telephone Translator Support, by 1 day before your car pick-up date.
The phone number and ID number are enclosed; you may use them after you reach Japan.