FAQs

Reservation
・How can I change or cancel a reservation?
・How early can I reserve online?
・Can I select car make or color when reserving online?
・Until what age are child seats required?
・Can I reserve a child seat in online reservation?
・Do rates differ depending on the rental period?
・Can I choose a different return location?
International driving permit(IDP)
・What kind of driver's licence do I need to drive in Japan?
・I hold an IDP. Can I rent a vehicle?
・Is there an age limit?
・What is the maximum number of passengers allowed?
・If I forget to bring my license that day, can I still rent a vehicle?
・Must all potential drivers present an International Driving Permit?
Payment
・When should payment be made?
・How should I pay?
・Are there an additional fees based on distance driven?
Vehicle categories/options
・Can I reserve a non-smoking vehicle?
・Can I reserve a car navigation system?
・Can I reserve options such as winter tires and ski racks?
Pick-up
・Will you bring my rental car to the airport?
・What should I do after arrival in airport?
・How long does it take from airport to your office?
・What documentation should I bring?
・Must all potential drivers present an International Driving Permit?
・What if I'm late for pick-up?
・What should I do when flight cancellation prevents me from being on time?
・Can I rent a ETC card and buy a Hokkaido expressway pass?
・How much does ETC card cost?
・Must all passengers wear seatbelts?
Drop-off
・Can I change return my vehicle to a different rental locations after pick-up?
・What should I do if I'm returning late?
・Do I need to fill the vehicle with fuel?
・What fuel do your vehicles use?
・What if I left my belongings in the car?
・Will you come to a location I request to pick up the car I rented?
Accident
・What should I do if I'm involved in an accident?
・What if there's a little scratch or minor damage?
・What happens when I get a Violation ticket?
・What if the rental car got damaged while parked in a parking lot?
・What if I have a flat tire?
・What should I do if there's a strange noise?
Insurance and Compensation Policy
・What do I have to pay when I cause an accident?
・What is non-operation charge (NOC)?
・Do you have any additional options?
・What is collision damage waiver (CDW) ?
・What is the NOC insurance coverage?
・What is the JAF coverage?

Reservation

How can I change or cancel a reservation?
A
Changes: Please make a new reservation online, then cancel the previous reservation.
Cancellations: Cancellations can be made by online, by telephone, or by email.
How early can I reserve online?
A
From six months to 12 pm on the day before pick-up.
Can I select car make or color when reserving online?
A
No. Color or car make cannot be selected.
Until what age are child seats required?
A
According to the Japanese Road Traffic Law, the driver is required to use a child safty seat when riding with children under the age of six in a vehicle.
Can I reserve a child seat in online reservation?
A
Yes,you can reserve a child seat online at a fee.
Do rates differ depending on the rental period?
A
Yes,there are High season rate and Regular season rate in Hokkaido.
Can I choose a different return location?
A
Yes,additional fee is payable depending on return location.

International driving permit(IDP)

What kind of driver's licence do I need to drive in Japan?
A
You must have a valid local driver's licence to rent and drive a vehicle in Japan. IF you hold a foreigh driver's licence,you will need to apply for IDP from the country where your driver's licence is issued.

*Holders of International Driving Permits issued in accordance with Vienna Convention (1968) by EU, or permits with other formats are NOT permitted to drive in Japan.
*An authorized Japanese translation issued by Japan Automobile Federation or embassy is required if the driver holds driver's licence issued in Switzerland, Germany, France, Belgium, Taiwan, Slovenia and Monaco.
I hold an IDP. Can I rent a vehicle?
A
Your Internatinal Driving Permit must be issued under the Convention on Road Traffic of September 1949 (Geveva Convention).

*Holders of International Driving Permits issued in accordance with Vienna Convention (1968) by EU, or permits with other formats are NOT permitted to drive in Japan.
*An authorized Japanese translation issued by Japan Automobile Federation or embassy is required if the driver holds driver's licence issued in Switzerland, Germany, France, Belgium, Taiwan, Slovenia and Monaco.
Is there an age limit?
A
If you're older than 18, based on the Geneva Convention, you can rent a car as your license permits.
What is the maximum number of passengers allowed?
A
Eight people. Limits vary according to your International Driving Permit.
If I forget to bring my license that day, can I still rent a vehicle?
A
Unless you present your licence at the time of pick-up you will not be able to rent a vehicle.
Driving without a licence is a violation of traffic laws.Please do not forget your International Driving Permit.
Must all potential drivers present an International Driving Permit?
A
Yes.It is adviseable for all potential drivers to present your International Driving Permit at the rental site.
In an accident, insurance will not cover a driver not listed in the rental agreement.
Renting to a driver whose licence has not been shown to staff is considered subletting to a third party.

Payment

When should payment be made?
A
Please settle the payment at the time of car pick-up at the pick-up location.
Payment for extended rental period,fuel charges and toll fees on ETC card must be paid upon returning.
Payment for extended rental period,fuel charges and toll fees on Electornic Toll collection System(ETC) card must be paid upon returning.
How should I pay?
A
In principal, please pay by a credit card.
Are there an additional fees based on distance driven?
A
No, there isn't.

Vehicle categories/options

Can I reserve a non-smoking vehicle?
A
All vehicles are non-smoking.
Can I reserve a car navigation system?
A
All vehicles are equipped with Multi-Lingual GPS navigation free of charge (Japanese / English / Chinese / Korean).
Can I reserve options such as winter tires and ski racks?
A
You can reserve these options at selected locations when reserving a vehicle.
If you cannot select options on reservation page, please email us at yoyaku@jrh-rl.co.jp
Ski rack options is chargeable at 1,080 yen per rental.
Winter tires option is free in Hokkaido.

Pick-up

Will you bring my rental car to the airport?
A
No. Delivery service is not available.
What should I do after arrival in airport?
A
You may proceed to our counter at the airport.
We will take you to our location from the airport by shuttle bus.
How long does it take from airport to your office?
A
Oneway takes about 15 minutes.(Depending on weather and traffic conditions.)
What documentation should I bring?
A
We will need these items:
  • 1. Driver's International Driving Permit
  • 2. Driver's passport
  • 3. A credit card
  • Must all potential drivers present an International Driving Permit?
    A
    Yes.It is adviseable for all potential drivers to present your International Driving Permit at the rental site.
    In an accident, insurance will not cover a driver not listed in the rental agreement.
    Renting to a driver whose licence has not been shown to staff is considered subletting to a third party.
    What if I'm late for pick-up?
    A
    Contact the pick-up location of your reserved rental or reservation center.
    Reservations are honored up to one hour after scheduled pick-up time.
    After that, they may be automatically cancelled. In addition, prescribed cancellation charges may be incurred.
    What should I do when flight cancellation prevents me from being on time?
    A
    Contact your pick-up location or reservation center as soon as you know about the cancellation.
    Can I rent a ETC card and buy a Hokkaido expressway pass?
    A
    Yes,you can rent and buy only from Sapporo,New Chitose airport,Hakodate,Shin-Hakodate-Hokuto, Asahikawa.
    *ETC card and Hokkaido Expressway Pass are only available as below list.
    1. Pick-up and return location is the same.
    2. The drop-off is available each 5 locations(Sapporo,New Chitose airport,Hakodate,Shin-Hakodate-Hokuto,Asahikawa)

    Return
    Pic-up Sapporo New Chitose Airport Hakodate Shin-Hakodate-Hokuto Asahikawa Others
    Sapporo ×
    New Chitose Airport ×
    Hakodate ×
    Shin-Hakodate-Hokuto ×
    Asahikawa ×
    Others × × × × × ×
    How much does ETC card cost?
    A
    It costs 540 JPY (per rental).
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    Must all passengers wear seatbelts?
    A
    Yes,all passengers must wear seatbelt. According to the Japan Road Traffic Law,rear-seat passengers are also obliged to wear them.

    Drop-off

    Can I change return my vehicle to a different rental locations after pick-up?
    A
    Please contact pick-up location. We will try to arrange it on considering the other reservations condition after your contact.(We may decline your request depending on the other reservations that follow.)
    What should I do if I'm returning late?
    A
    Please contact pick-up location or return location or reservation center as soon as possible.
    You'll pay additional late fees at return location. If you're late without contacting your return location, additional prescribed penalties will be incurred.
    Changing contract time without notifying us is a breach of rental contract.You will be liable for any damage incurred.
    Do I need to fill the vehicle with fuel?
    A
    As vehicles are rented out with a full tank of fuel, customers are required to re-fill their tanks with the fuel before returning the vehicle.
    Please present the fuel receipt.
    If you are unable to return the vehicle with a full tank of fuel, you will be charged based on distance travelled, or on the remainder shown on the vehicle's fuel gauge.
    This may result in fuel charges higher than the actual fuel cost.
    What fuel do your vehicles use?
    A
    Our vehicles use regular gasoline (red nozzle).
    What if I left my belongings in the car?
    A
    Contact your return location as soon as possible about your forgotten or lost property.
    We will do our best to search for your belongings, but we are not liable for any loss or damage, as stated in our rental contract.
    Will you come to a location I request to pick up the car I rented?
    A
    We don't provide pick-up service.

    Accident

    What should I do if I'm involved in an accident?
    A
    In the event that you are involved in an accident, please immediately take the following 3 steps please full stop in order to be covered by insurance and compensation coverage.
    (1) Provide aid to the injured.
  • Then, promptly move the rental vehicle out of the way to avoid blocking other traffic.
  • (2) Call the police at 110 to report the accident.
  • Both parties, regardless of who is at fault, are obligated to report the accident to the police.
  • Please complete the necessary procedures, as the accident report (jiko shomeisho) will be required at a later date.
  • (3) Contact Japan Automobile Federation(JAF) and inform them of your pick-up location.
  • Please call JAF for towing or any car troubles.(refueling(when it is empty),flat tire etc…)
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    What if there's a little scratch or minor damage?
    A
    Regardless of the extent of damage, it is treated as an accident. Report to the police and contact pick-up location.
    If you return your rental car without required procedures, insurance compensation won't be applicable and any damage incurred shall be your responsibility.
    What happens when I get a Violation ticket?
    A
    Go to the police station that is written on the ticket , complete all required procedures, and pay the fine at a designated financial institution before returning the car.
    We will check dated documents including payment receipt at return location.
    jaf
    What if the rental car got damaged while parked in a parking lot?
    A
    Be sure to do the following in the event of a hit-and-run as below. You will be liable for deductibles.
  • (1) Call the police at 110 to report the accident.
  • (2) Inform them of your pick-up location(and contact JAF if you need.)
  • What if I have a flat tire?
    A
    Driving a car with a flat tire is very dangerous. Park at a safe place and contact to JAF.
    ※ Customers will bear repair cost of a damaged tire, costs of a tire, or lost hubcaps.
    What should I do if there's a strange noise?
    A
    Immediately park the car at a safe place and contact to JAF.

    Insurance and Compensation Policy

    In case of an accident, the following amount, set as the maximum limit, will be covered by insurance and other means.

    However, customers will be charged for damages resulting from accidents that either violate the Rental Agreement of the company or fall within the disclaimer clause of the insurance policy, or those where a proof of accident cannot be obtained from the police. There is inculded insurance as above but you should pay the deductibles if you have an accident.

    Coverage Deductibles
    (Contributed by Customer)
    Bodily Injury Liability Unlimited per person (includes compulsory automotive liability insurance) none
    Property Damage Liability Unlimited per accident 50,000 yen
    Personal Injury Protection Up to 30 million yen per person (fatal accidents)
    Compensation of injuries (including physical impairment and death) incurred by a passenger as the result of a car accident shall be made regardless of the driver's percentage of fault.
    (Limit: 30 million yen: The total amount of damages, including medical expenses, shall be determined based on the terms of the applicable insurance policy.)
    none
    Vehicle Insurance Up to the current vehicle cost per accident 50,000 yen
    (100,000 yen for vehicles such as microbuses)

    In case of an accident, the following amount, set as the maximum limit, will be covered by insurance and other means.

    However, customers will be charged for damages resulting from accidents that either violate the Rental Agreement of the company or fall within the disclaimer clause of the insurance policy, or those where a proof of accident cannot be obtained from the police. There is inculded insurance as above but you should pay the deductibles if you have an accident.

    Bodily Injury Liability
    Coverage

    Unlimited per person (includes compulsory automotive liability insurance)

    Deductibles(Contributed by Customer)

    none

    Property Damage Liability
    Coverage

    Unlimited per accident

    Deductibles(Contributed by Customer)

    50,000 yen

    Personal Injury Protection
    Coverage

    Up to 30 million yen per person (fatal accidents)
    Compensation of injuries (including physical impairment and death) incurred by a passenger as the result of a car accident shall be made regardless of the driver's percentage of fault.
    (Limit: 30 million yen: The total amount of damages, including medical expenses, shall be determined based on the terms of the applicable insurance policy.)

    Deductibles(Contributed by Customer)

    none

    Vehicle Insurance
    Coverage

    Up to the current vehicle cost per accident

    Deductibles(Contributed by Customer)

    50,000 yen
    (100,000 yen for vehicles such as microbuses)

    What do I have to pay when I cause an accident?
    A
    You will have to pay for deductibles(Property Damage Liability 50,000 yen,Vehicle Insurance 50,000 yen) and Non-Operaction Charge(NOC).
    ※ Towing fee will also be payable when you use towing service.
    What is non-operation charge (NOC)?
    A
    If a vehicle requires repair or cleaning due to a traffic accident, theft, break down, scratch, or other causes not attributable to JR Hokkaido Rent A Car,the customer will be charged an NOC as part of the compensation for loss of use during the repair or cleaning of the vehicle.
    (1) When the vehicle is returned to the scheduled rental location (vehicle can still be driven):20,000 yen
    (2) Other situations: 50,000 yen
    Do you have any additional options?
    A
    Yes,we provide the Collision Damage Waiver(CDW),NOC insurance and JAF coverage.
    What is collision damage waiver (CDW) ?
    A
    CDW is an optional coverage which waives the customer's responsibility for paying deductibles regarding rented vehicle and property damage caused in the event of an accident for the vehicle.
    What is the NOC insurance coverage?
    A
    NOC insurance coverage is an optional coverage which waives the customer's responsibility for paying NOC caused by an accident.
    What is the JAF coverage?
    A
    This optional coverage for reliable roadside service in case of vehicle problems (emergency repairs for flat tire; free towing distance of up to 15km)
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