FAQ
FAQ
FAQ
FAQ
Q.What is your business hour?
Business hour: 10:00 am – 5:00 pm (MON – FRI)
We will be available on Saturdays, Sundays, and holidays for rentals and returns, but we will only be available during business hours for inquiries.
New Year Holiday: DEC 30th – JAN 3rd (We cannot rent or return the vehicle during this period)
Q.Can I see or test dive the vehicle?
By appoint, yes. Please contact us using email form.
Q.Can anyone rent?
It must be at least 1 year after you took driver’s license.
Q.How many days in advance can I make a reservation?
Reservation available from 180 days to 3 days in advance. Please contact us if you would like to make reservation within 3 days.
Rental
Q.What do I need to receive the vehicle at the office?
Driver’s license (everyone’s who will dive), passport (if you do not have Japanese diver’s license), ETC card (if necessary)
Q.Where should I make contact in case of urgent matter?
Please make a phone call to TOKYO VANLIFE CLUB (10:00 am – 5:00 pm).
Q.Can you keep the car I drove to the office?
We can keep the car but 1 car for 1 van.
We are not responsible for any damage or theft of your car while parked. There are cameras in the parking lot and the shutters are usually closed, but there is no staff on duty.
Vehicle
Q.Can I drive the van for standard driver’s license?
Yes, you can drive the van even if you only have AT limited.
Q.Can I smoke in the van?
No, you cannot smoke inside the van.
If smoking is confirmed inside the van, we charge you ¥20,000 for clean up charge.
If we confirmed any damages caused by smoking inside the van, we charge non operation charge (NOC) as the number of days spent fixing them.
Q.Are pets allowed?
No, pets are not allowed.
If pets are confirmed inside the van, we charge you ¥20,000 for clean up charge.
If we confirmed any damages caused by pets inside the van, we charge non operation charge (NOC) as the number of days spent fixing them.
Q.Is bathroom in the van?
No bathroom onside the van.
Q.Can I cook in the van?
No, because the smell will remain inside the van. Cassette stove (option) is for boiling the water or outside cooking.
Q.Can I use household outlet?
Yes, you can use it.
Price
Q.When do I need to pay?
By the time you make a reservation online by credit card.
Additional charge will be charged by the time you return the van at office (credit card or e-money).
Q.Is there distance charge?
Yes, there is a daily distance limit of 300 km; over 300 km, a fee of ¥100 per km will be charged.
Q.If I return the car earlier than scheduled, can I get refund?
Yes, please contact the sales office in advance to obtain approval.
No refunds will be made if the van is returned without any notification.
Accident・Insurance・Compensation
Q.Is the insurance fee included in the base price?
Yes, it included in the base price.
Q.What should I do if I have an accident?
If you have an accident or mechanical trouble, stay calm and take the following actions.
- First aid for the injured, call 119 (Ambulance)
- Call 110 (Police), receive accident certification
- Identification of the person involved in the accident
- Call TOKYO VANLIFE CLUB (10:00 am – 5:00 pm)
If you fail to take above actions, or if the accident occurs under circumstances that violate the terms of the rental agreement (drunk driving, etc.), insurance and compensation will not be applied, and you will be liable for the full amount of the accident.
Please do not settle with the person at the accident.
The rental contract ends when an accident occurs, so please return the vehicle immediately.
Please note that the rental fee paid will not be refunded even if the rental time remains.
Q.Do I need to follow the prescribed procedure even in a small scratch?
Yes, even if it is a small thing, please follow the prescribed procedure. If anything happened, please do so.
Q.What is non operation charge (NOC)?
It is an operating compensation charge for the duration of repairs or cleaning required due to accidents, theft, damage, or defacement. It is different from vehicle repair costs.
