Cancellation policy
Tcab sets a cancellation policy to maintain fairness in how users bear costs for reservations, payments, and dispatch.
Changes before departure
| Elapsed time | Status | Change fee (same slot) | Change fee (increase slots) | Change fee (decrease slots) | Cancellation fee |
|---|---|---|---|---|---|
| Within 30 minutes after reservation payment is completed | Payment confirmed | None | None | None | None |
| From confirmation of the confirmed reservation to up to 1 week before the start of the reservation time (168 hours before) | Confirmed reservation | None; moving the usage time earlier (if additional charges arise due to spot pricing changes, pay the additional charges) | None; if moving the start time later increases the amount, a 10% charge applies to the portion moved later | A 10% charge on the reduced portion; moving the start time later, moving the end time earlier, spot price reductions due to changes in usage time, reductions of rental/return locations (including one-way cancellation), and downgrades of vehicle class/options/insurance plan | 10% of the reservation fee |
| From 168 hours before the reservation start time until the reservation start time | Confirmed reservation | None; moving the usage time earlier (if additional charges arise due to spot pricing changes, pay the additional charges) | None; if moving the start time later increases the amount, a 100% charge applies to the portion moved later | 100% of the reduced portion | 100% of the reservation fee |
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.
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.
Governing Law, Language, and Jurisdiction
- With respect to the formation, validity, performance, and interpretation of these Terms, Japanese law shall apply.
- Even if these Terms are translated into languages other than Japanese, the Japanese version shall be the governing version, and in the event of any inconsistency or discrepancy between the translations, the Japanese version shall always prevail.
- In the event of any dispute regarding rights and obligations under these Terms, the Tokyo District Court shall be the exclusive court of first instance by agreement.
Supplementary Provisions
| Date | Content | Effective date |
|---|---|---|
| February 12, Reiwa 8 | Enacted v.1.1.1 | Effective same day |
| February 17, Reiwa 8 | Enacted v.1.1.2 | Effective same day |
| September 1, 2026 | v.1.1.3 Revised (zero cancellation fee for inadequate identity-verification documents or credentials; keep provisional booking after document submission) | Effective same day |
| September 8, 2026 | v.1.1.4 Revised (clarified that reservations remain active and are not auto-cancelled after the scheduled start when verification documents are unsubmitted) | Effective same day |
Exclusive Court of Jurisdiction (By Agreement)
In the event of any dispute concerning rights and obligations under these Terms (including mediation procedures at the court), regardless of the amount in dispute, the Tokyo District Court shall be the exclusive court of first instance by agreement.