FAQ

Q: Please tell me the eligibility of NRT Rent-A-Car.

A: Rental conditions depend on the car model. For details, please refer to [Car Model List]

The hirer must be 19 years of age or older, hold a valid passport and birthplace driver’s license for 1 year or more, and hold a valid international driver’s license* to use our company’s car rental service.

※ International driver's license: an international driver's license issued in accordance with the treaties of countries joining the Geneva Convention. (According to Vienna A, you can use the rental car only if you hold the following international driving license suitable for driving in Japan and show your passport.

① International driver's license: an international driver's license issued in accordance with the treaty of the member countries of the Geneva Convention. (According to the Vienna Convention, international driving licenses issued by the European Union and others cannot drive in Japan.)

② The driver’s foreign license and official Japanese translation text: Switzerland, Germany, France, Belgium, Taiwan, the Republic of Slovenia, Monaco, and the Republic of Estonia.

Q: Do I have to register as a member to use the reservation service?

A: Yes, please register as a NRT Rent-A-Car member before using the reservation service.

 

Q: Does the driver have to make an appointment registration?

A: We only accept real-name appointments. Please use the driver's name to register. The person making the reservation and the driver must be the same, otherwise the company reserves the right to cancel your reservation without prior notice. Drivers are required to present their identity documents for verification before using the car rental service. If they do not match the registration information, your rental qualification will be cancelled.

 

Q: Do I need to pay a cancellation fee when I cancel an appointment?

A:  If you cancel before the appointment date within 3 days: no refund / Within 7 days: 50% refund / Within 14 days: 70% refund.

     (All refunds are subject to a payment platform service fee of 4% of the total amount.)

 

Q: Is it possible that the vehicle you have reserved cannot be rented?

A: Even if the reservation has been completed, the vehicle may not be rented due to the negligence of the former guest, bad weather, accidents and maintenance. On related occasions, our shop will provide alternative vehicles for hire.

     (If there are relevant occasions, our shop will contact the customer as soon as possible)

 

Q: When can I make an appointment soonest? Is it possible to walk in?

A: You can make an appointment 3 months prior to the start of use to the day of use. The use of a rental car without an appointment depends on the actual situation of the rentals. For details, please check with the store manager. Walk in (renting a car without an appointment) is acceptable, of course, our shop needs to make a decision based on the reservation situation at the time.

 

Q: What should I do if I need to change the appointment?

A: Please contact our shop by whatsApp / Line. Or contact us at the email address stated in the confirmation email.

Due to various circumstances, our company may not be able to provide the changes requested by you, please understand.

Q: If I arrive later than the scheduled time, will the car rental fee payable be deducted? Can the departure time and date be extended?

A: We prepare and reserve the car according to your reservation, so the car rental fee will not be deducted or refunded.

In principle, postponements or changes to the departure date are not accepted.

If the reservation time has passed more than 1 hour without receiving any contact from the guest,

Or if your flight arrives for more than one hour without receiving contact from the guest, we may cancel the reservation and charge the guest a cancellation fee. (We will pay attention to the flight information. The case of failure to arrive or contact due to flight delays is another matter.)

If there are special circumstances, such as misfortune, natural disasters, strikes, social movements, wars and other irresistible factors that affect the itinerary, we will deal with it flexibly and try our best to provide assistance within our capabilities.

Q: Can I pick up/return the car at Narita Airport?

A: Sorry, the Narita Airport pick-up/return service is not currently available.

 

Q: What documents are required when renting a vehicle?

A:  ① Passport  ② Valid international driving license  ③ Home country driving license

Q: Can the rental time be extended?

A: Please confirm with the store manager for extending the rental period and confirm with the shop’s answer.

The company has the opportunity to respond to various situations and fail to meet your needs.

 

Q: What should I do when an accident occurs?

A: Guests should make appropriate judgments based on different situations.

Please take the safety situation as the main question:

1. First ensure the safety of yourself and your passengers, and then ensure the safety of those involved in the accident.

2. Assist the injured.

3. When circumstances permit, move the vehicle to a safe place.

4. Call the police for help ※You need to inform the police even if the incident is minor.

5. Contact NRT Rent-A-Car and insurance companies.

Q: Can I return the car outside of business hours?

A: Not in principle. For special reasons, please contact our company as soon as possible.

When returning the car outside business hours, the company will request additional fees.

 

Q: Is it possible to return the car before the scheduled time? Is a refund possible in this case?

A: Guests can return the car before the scheduled time, and the shortened rental time amount will not be refunded.

 

Q: What should I do if the car cannot be filled up?

A: Please drive back to NRT Rent-A-Car first.

If the car is not filled up, we will charge the customer the amount specified by the company (calculated per liter).

Q: Do I need to apply for renting GPS car navigation?

A: Except for some vehicles, all rental cars provided by this shop are equipped with car navigation systems in 4 languages.

No separate application is required.

Vehicles without GPS navigation cannot be provided due to technical problems. Our shop will provide mobild phone stands for free, and try our best to meet the needs of customers.

 

Q: Is the vehicle equipped with an ETC vehicle?

A: All vehicles in our shop are equipped with ETC vehicle-mounted devices.

The ETC car device needs to be used with an ETC card. The store provides ETC card rental service.

The ETC fee will be calculated at the time of return and the customer will be asked for the used amount.

 

Q: Is there a choice of smoking and non-smoking cars?

A: At this stage, all vehicles of the company are non-smoking vehicles.

Q: Can I pay in cash?

A: The deposit can only be paid by credit card, and the rest can be paid in cash on site.

 

Q: Which company's credit card can be used?

A: VISA・MasterCard・JCB・AMERICAN EXPRESS・Diners Club International

All the above 5 types can be used.

Q: In addition to the basic vehicle charge, do I need to join insurance?

A: The basic fee paid by the guest includes insurance to provide basic compensation.

If you wish to enrol in Collision Damage Waiver (CDW), you will be charged separately.

Q: Can the membership information be changed?

A: Yes. Please contact our shop.

 

Q: What should I do to end my membership?

A: Please contact our shop.



If above cannot solve your question, please click here to contact us.