FAQ

Q: What are the eligibility requirements for renting a car from NRT Rent-A-Car?

A: Eligibility depends on the car model. Please refer to the age and driving experience requirements listed for each car. Some vehicles may have higher requirements due to performance or rarity, while others are more accessible to newer drivers.

In general, the renter must:

  • Be at least 19 years old

  • Hold a valid passport

  • Hold a valid driver’s license from your country of residence, with at least 1 year of driving experience

  • Possess one of the following documents:

① International Driving Permit (IDP) issued in accordance with the 1949 Geneva Convention.
(Note: IDPs issued under the Vienna Convention, including those from the EU, are not valid in Japan)

② Foreign driver’s license + Official Japanese translation
(Only accepted for licenses issued by: Switzerland, Germany, France, Belgium, Taiwan, Slovenia, Monaco, and Estonia)

All drivers must also present their passports upon rental.

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

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

 

Q: Does the driver have to make an appointment for 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: 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 pick up/return the car at Narita Airport?

A: Unfortunately, we do not offer direct car pick-up or return at Narita Airport.
We operate from a single location — our shop, which is just 5 minutes away from Narita Airport. All vehicle pick-ups and returns must be done at our shop premises. Complimentary shuttle service between the airport and our shop is available during business hours.

 

Q: What documents are required when renting a vehicle?

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

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: What should I do in case of an accident?

A: In the event of an accident, please prioritize safety and take the following steps:

  1. Ensure your own safety and that of any passengers.

  2. Assist anyone who may be injured.

  3. If possible, move the vehicle to a safe location.

  4. Call the police to report the incident — this is required even for minor accidents.

  5. Contact NRT Rent-A-Car to report the incident and we will assist you from there.

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.