Q: Does the registration need to be under the driver’s name?

A: Yes, we only accept reservations made under the driver’s real name. The person making the reservation must be the same individual who will be driving the vehicle. If the information does not match, NRT Rent-A-Car reserves the right to cancel the reservation without prior notice. All drivers are required to present valid identification upon pickup; failure to match the registered details will result in cancellation of your rental eligibility.

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

A: Cancellation Policy:

• Cancellations made within 3 days of the reservation date: No refund

• Cancellations made within 7 days: 50% refund

• Cancellations made within 14 days: 70% refund

To request a cancellation, please contact us directly via email or WhatsApp, clearly stating your full name, order number, and any relevant details (especially if we’ve already been in contact via WhatsApp).

⚠️ Please note: If you do not contact us directly with this information, your cancellation request will not be processed.

⚠️ Please note: all refunds are subject to a 4% payment platform service fee.

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

A: Even after a reservation has been completed, the vehicle may become unavailable due to unforeseen circumstances such as negligence by a previous renter, accidents, severe weather, or maintenance issues. In such cases, we will do our best to provide an alternative vehicle.

We will contact you immediately should any of these situations arise.

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

A: Reservations must be made in advance — walk-ins are not accepted.

Bookings can be made up to 6 months before the rental start date, including same-day rentals (if available). Please ensure your reservation is confirmed online before visiting, as we do not accommodate walk-in requests.

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

A: If you already have a confirmed reservation, feel free to contact us via WhatsApp. For all other general inquiries or appointment change requests, please reach out via email at:

[email protected], Instagram @nrtrentacar, or Facebook.

⚠️Please note: Our confirmation email is a no-reply address, so messages sent there will not be received.

Due to various circumstances, we may not always be able to accommodate your requested changes. Thank you for your understanding.

Q: If I arrive later than the scheduled time, will the rental fee be reduced? Can I extend the pickup time or date?

A: We reserve and prepare the vehicle based on your confirmed booking, so unfortunately, the rental fee cannot be reduced or refunded due to late arrival.

As a general rule, changes to the scheduled pickup time or date are not accepted.

If more than 1 hour passes after your scheduled pickup time without any prior contact, or your flight arrives more than 1 hour late and we receive no communication, we reserve the right to cancel the reservation and charge a cancellation fee.

(Note: We do monitor flight arrivals, so delays caused by flight issues will be handled separately.)

However, in special circumstances such as natural disasters, accidents, strikes, or other force majeure events, we will assess the situation flexibly and do our best to assist within reason.

Q: Can I extend the rental period?

A: Please contact the shop directly to request an extension. Extensions are subject to availability and must be confirmed by our staff.

Kindly note that due to reservation schedules and other factors, we may not always be able to accommodate your request.

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

A: Yes, you may return the car earlier than the scheduled return time. However, no refunds will be issued for unused rental time.

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

A: Please return the car directly to NRT Rent-A-Car.
If the fuel tank is not full, we will charge a refuelling fee based on the amount used, calculated per litre.

Q: Is the vehicle equipped with an ETC reader?

A: Yes, all of our vehicles come equipped with ETC (Electronic Toll Collection) devices.
We also offer ETC card rental. Toll charges will be calculated upon return and billed accordingly.

Q: Can I choose between smoking and non-smoking vehicles?

A: All of our vehicles are strictly non-smoking.
If smoking is detected, a penalty of up to ¥200,000 will be charged for deep cleaning and deodorizing.

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

A: We accept most major  credit and debit cards. However, please note that  American Express  may occasionally have issues processing through our payment system.