Cancellation policy

Changes before departure

Because there are costs to secure slots for vehicle inventory, parking, and cleaning/dispatch staffing, cancellation fees are set for slot reductions to compensate for opportunity loss. Moving a reservation later without changing the duration (same slot), or moving it later with an increased amount (increase slots), incurs no change fee when at least 24 hours remain before the original scheduled departure time. Once within 24 hours of departure, moving later with an increase is subject to the change fee (increase slots) for the applicable timing tier in the table above. For cancellations or decreases up to 168 hours before departure (10% of the reservation fee or of the reduced amount), the Company may release the vehicle slot for that reservation and make it available for re-rental to a third party (resale). For cancellations or decreases within 168 hours of departure (100%), dispatch, staffing, cleaning, and related arrangements have already been fixed, so as a rule the Company does not reallocate that slot and keeps it as a dedicated hold for the renter (the Company does not obtain a double benefit thereby).

Identity verification (eKYC) and cancellation fees

After payment, submit digital identity-verification documents for driving credentials at least 24 hours before the scheduled start. The booking is not auto-cancelled after the deadline. If the booking is cancelled while documents remain unsubmitted, the applicable cancellation fee will be charged. If documents were submitted by the deadline but driving credentials are inadequate, the store may cancel free of charge.

Definitions of terms

• Moving earlier Changing the reservation slot to an earlier time. If a vehicle is available and no additional option fees apply, earlier-time changes can be made free of charge.
• Moving later Changing the reservation slot to a later time. The changed portion is treated as a cancellation.
• Increasing slots Increasing the reservation slot unit earlier or later is possible when a vehicle is available. This means adding or upgrading vehicle size, reservation time, driving insurance, or accessories. Increases in one-way fees and Tcab spot fees are also included.
• Same slot If the reservation slot unit is unchanged and the Tcab spot fee does not change, same-slot (same-condition) changes can be made flexibly.
• Decreasing slots Decreasing the reservation slot unit (including moving later) is treated as equivalent to cancellation and handled under the cancellation policy.
• Digital identity verification Driving credentials such as a driver's license, passport, international driving permit, or license translation certificate can be verified over the internet via a computer, smartphone, or smartphone app.
• Inadequate identity-verification documents When store review finds eKYC documents unclear, incomplete, or inconsistent, or finds driving credentials inadequate. If documents were submitted by 24 hours before the start time, a store-authorized cancellation has a ¥0 cancellation fee.

Note: The terms 'increasing,' 'same,' and 'decreasing' refer to whether the price increases, remains the same, or decreases.

Changes after departure

• Extension If you would like to extend the rental time, Tcab allows extensions at the same rate as the reservation fee.
• Change of Tcab return spot If your itinerary changes after departure and you need to change your return location, you can do so in the app. Additional charges will be billed based on the fee of the changed Tcab return spot or the one-way fee.

Supplementary Provisions