User Guide
USER GUIDE
User Guide
０1
RENTAL FLOW
Rental Process
From reservation to return, we will guide you through four easy steps.
For detailed information on fees, cancellation policy, and compensation policies, please see the “Fees & Reservations” page.
STEP 01
Reservation ─ Submit your preferred dates via the form
First, please check your preferred dates on the availability calendar and apply through the quote or reservation form.Submitting the form alone does not yet confirm the reservation.
Application Process
- Check availability on the calendar Please check availability on the availability calendar to see if your desired dates are available.
- Quotation/Reservation Form Please enter your preferred date, rental and return locations, driver information, options, and any additional coverage preferences before submitting. After submitting, you will receive an automatic reply email confirming receipt. The automatic reply email will include information about our official LINE and WhatsApp accounts, so please proceed to STEP 02.
- Please make your reservation at least 4 days before the rental start date.
- Everyone who may drive must be registered as a driver. Those not listed on the rental certificate cannot drive.
- Additional coverage can be enrolled until the procedure is completed on the day of departure (signing the rental contract) (same-day enrollment is also possible). Enrollment or cancellation after contract is not possible (Rental Terms Article 32).
- If, for reasons on your side, you have not begun the rental contract procedures within one hour after the reserved start time, the reservation will be deemed canceled. In this case, a same-day cancellation fee will apply (Article 4 of the rental terms).
STEP 02
Confirmation — Confirmation of estimate and payment
Communication from providing a quote to payment will be conducted via our official LINE or WhatsApp. The rental fee is fully paid in advance, and your reservation will be confirmed once we confirm your payment.
Process until reservation confirmation
- Send a message via official LINE or WhatsApp After submitting the quote or reservation form, please send your name and reservation date via the official LINE or WhatsApp account listed in the automatic reply email listed in the automatic reply email.
- Quote from us Based on your request, we will send you a quote within 3 business days.. Changes to the estimate (reservation details) are free of charge up to 3 times. From the 4th time onward, a handling fee will be charged per transaction (Article 3 of the rental terms).
- Payment (Full Prepayment) After the estimate is confirmed, we will notify you of the final amount, payment method, and payment deadline via LINE or WhatsApp. Please pay the full rental fee by credit card or bank transfer by the deadline. If payment is not made by the deadline, your reservation application will lose its validity (in this case, no cancellation fee will be charged).
- Reservation Confirmation Your reservation will be confirmed once payment is confirmed. We will send you confirmation of your reservation, so please look forward to your departure day.
- Send a photo of your driver’s license By the departure date, please be sure to send us photos of the driver’s licenses of everyone who will be driving, in advance, via LINE or WhatsApp via LINE or WhatsApp. If you will be using an international or foreign driver’s license, we will also check the details at this stage. Please bring the original documents on the day.
- For detailed rules on payment methods, bank transfer details, and refunds upon cancellation, please refer to the “Fees & Reservations” page. If contact from our company does not reach the email address or account you provided, or if we cannot reach you by phone, your application may be treated as invalid, your application may be considered invalid (Article 4 of the rental terms).
STEP 03
Departure — On the day, receive an explanation and continue your journey
On the day of departure, please arrive at the agreed place and time. The procedure and explanation take about 30 minutes to 1 hour, so we recommend allowing plenty of time to spare.
Procedure Flow on the Day
- Driver’s license verification: Please present the original driver’s licenses of all drivers and provide copies.
- Issuance and contract of the rental certificate: We will hand over the rental certificate, review the contract details together, and ask for your signature.
- Vehicle condition inspection: Customers and staff work together to check exterior scratches and the interior of the vehicle.
- Explanation of how to use the equipment We will explain how to handle campervan-specific equipment such as beds, FF heaters, refrigerators, water supply and drainage systems, backup batteries, and external power supplies. If you have any questions, we will respond anytime via our official LINE account.
- Once you’re ready Set off on your journey with a safe drive.
STEP 04
Return
Please fill up the tank and return to the designated return location. Together with our staff, check the condition of the vehicle and complete the return.
Return Process
- Refuel to a full tank at a gas station within 5 km of the return location. Please be sure to keep the receipt for refueling until the return date.
- Disposal of Inside the Vehicle Garbage Please take your garbage home or dispose of it yourself (not required if using Quick Return). Rental Terms and Conditions Article 22.
- Check for lost items: Please also check the storage, around the bed, and inside the refrigerator. We cannot take responsibility for storing lost items (left-behind items) after return.
- Return within the handling hours (until 17:00) Please return to the designated return location. Returns after 17:00 incur an extension fee every hour. Returns after 18:00 cannot be accepted; returns will be made the next morning and will be charged the basic fee for one day. For details, please see the “Fees & Reservations” page.
- Vehicle Condition Check Together with our staff, we check the exterior and interior equipment.
- Settlement (only if necessary) You will pay any additional charges such as extension fees, and if any damage is found, a deposit will be collected and settled after repairs. If there are no issues, the return is complete.
We also offer a “Quick Return” that allows you to skip refueling, regular cleaning, and garbage disposal all at once (you can also apply at the time of return). For fees, please see the “Fees & Reservations” page.
- If you are expected to be late for your scheduled time on the day, please be sure to contact us via our official LINE or WhatsApp message.
０２
DRIVING GUIDE
Driving a Camper Van for the First Time
Camper vans can be driven with a regular driver’s license, but they are “larger, taller, and heavier” than regular passenger cars. If you keep the following points in mind and aim for a more relaxed drive, anyone can enjoy the ride with peace of mind. For the size and equipment of each vehicle, please see the “Vehicle Introduction” page.
| Always be aware of “height” | Camper vans are much taller than passenger cars. The height, width, and length of the vehicle you will ride are listed on the rental certificate, so please check before driving. You cannot enter places with overhead structures such as roofs or eaves above roofs or eaves, — multi-story parking garages, coin-parking gates, drive-thru lanes, gas station canopies — regardless of height.Please also be cautious of campsites where tree branches protrude. |
|---|---|
| Reversing: have a passenger guide you | This vehicle has a large rear blind spot. When parking, please be sure that a passenger must get out and guide you. Accidents occurring while reversing are not covered by additional compensation. |
| Keep your speed modest and keep your distance between vehicles | Because the vehicle is heavy and has a high center of gravity, the initial braking and crosswind effects differ from passenger cars. Slow down firmly just before a curve and avoid sudden maneuvers. |
| Refuel with the specified fuel type | The type of fuel varies depending on the vehicle. We will let you know the fuel type at the time of handover, so please be sure to refuel with the specified type. Incorrect fuel type is not covered by insurance or compensation systems, and you will be responsible for all repair costs and other costs. |
| Accommodation is in a place where car camping is permitted. | When staying overnight, please choose places where car camping is permitted, such as RV parks or auto campsites, and follow the rules and manners of your accommodation. |
| Everyone must wear seat belts while driving. | While the vehicle is in motion, you may not move to the beds or ride lying down. Children under 6 years old are required to use infant aid devices (free rental available). |
- For a list of prohibited areas (such as sandy beaches and rough roads) and prohibited activities inside the vehicle, please check the “Fees & Reservations” page and the “Camper Van Rental Terms.”
０３
IN CASE OF TROUBLE
Contingency Information
If you encounter any difficulties while using your service, please contact us first. We will guide you through the response process so you can act calmly in case of an accident or breakdown.
If an accident happens,
Regardless of the severity of the accident, please act in the following order. Absolutely do not settle with the other party on the spot (settlements without our company’s consent are not covered by compensation).
- Stop driving immediately and ensure safety, and take legally mandated measures such as aiding the injured and preventing road hazards.
- Be sure to report to the police Even for minor accidents, be sure to report them to the police (110). Accidents without a police report (traffic accident certificate) are not covered by insurance and compensation, and you will be responsible for the full amount of damages.
- Contact us Please inform us of the accident status via our official LINE or WhatsApp. We will guide you on subsequent procedures. If repairs are necessary, they will be carried out at our designated factory except where approved by our company.
- Please contact the insurance company and also contact the insurance company’s accident reception desk (contact information will be provided at the time of rental). If the vehicle becomes unable to drive, please arrange transportation (towing) directly by contacting the insurance company’s roadside service. Transportation costs arranged without roadside assistance will be borne by the customer.
- If a traffic accident certificate is not issued due to an accident on private property, notification to the police, immediate post-accident contact with our company, and submission of on-site photos will be substituted as notification (Rental Terms Article 32).
Road Assist
NOMO vehicles are equipped with Tokio Marine Nichido Road Assist.
If you become unable to drive or encounter vehicle trouble, please be sure to contact the Accident Reception Center before arranging a transport company yourself.
If you arrange a towing service independently without prior notice, we will not be able to compensate for costs or arrange various arrangements.
Before arranging roadside assistance, please be sure to contact the accident reception center.
Tokio Marine Nichido Accident Reception Center (24 hours, 365 days a year)
- We also accept reception in foreign languages
- You can also contact NOMO via LINE or WhatsApp
- Please have your rental certificate ready and provide the vehicle information listed on it
Main Services of Road Assist
| Services | Contents |
|---|---|
| Vehicle Transport Service | If the vehicle becomes inoperable due to an accident or breakdown, we will transport the vehicle to a repair shop designated by our company. Transportation costs are covered by insurance up to 150,000 yen per accident. If transportation costs exceed this amount, the excess amount may be borne by the customer depending on the cause of the accident. |
| Emergency Response Service | We provide emergency services such as jumping when the battery is dead, replacing with a spare tire, unlocking locks during locking, refilling coolant, and lifting in case of wheel drop or drop. The maximum recovery cost is 150,000 yen (if emergency response cannot restore the vehicle and the vehicle is transported, the total combined transportation costs will be capped at 150,000 yen). Costs for parts, consumables (including tire fees), and tire chain installation and removal work are the responsibility of the customer. Identity verification is required with a rental certificate and driver’s license when unlocking the key. Depending on the type of key, we may not be able to accommodate this. |
| Fuel delivery service when fuel runs out | If you run out of fuel, we can deliver up to 10L of diesel. NOMO vehicles are diesel. There are limits on the number of uses, and incorrect fuel filling is not eligible. |
| Car Troubleshooting Consultation Service | Mechanics with specialized qualifications will assist you by phone for consultations regarding vehicle breakdowns or troubles. |
Main Cases Not Covered by the Service
The following situations may exclude you from road assistance:
- Getting stuck on snowy roads, sandy beaches, muddy trails, etc.
- Lost or stolen keys
- Driving without a license or driving under the influence of alcohol, or driving in violation of laws and regulations
- Troubles occurring in places unsuitable for vehicle operation, such as those outside roads
- Use for competitions, stunt driving, testing, or similar purposes
- Vehicle modifications and use beyond vehicle capacity
- If it is determined that safe operation or vehicle removal is difficult
- Troubles caused by intentional or gross negligence
- Troubles caused by earthquakes, eruptions, tsunamis, wars, and more
- If the customer arranges a contractor themselves without prior notice to the accident reception center
Camper vans have a larger height, width, and weight than regular passenger cars, making them prone to getting stuck on snowy roads, sandy surfaces, or mud. Check the road surface and entry routes carefully, and avoid overexertional driving.
Important notes for use
- If you wish to use the service, please be sure to contact the Tokio Marine Nichido Accident Reception Center in advance
- Costs exceeding the service limit or costs not covered by coverage will be borne by the customer
- Depending on weather, disasters, work locations, or remote islands, services may not be available
*This service is an accessory to the Tokio Marine Nichido automobile insurance that NOMO has subscribed to. The actual provision and application conditions of the service are based on the insurance company’s regulations.
Malfunctions and Other Troubles
| If you suspect a breakdown | If you notice abnormal noises or warning lights or other abnormalities or malfunctions, stop driving immediately and contact us.Please do not repair at your own discretion and follow our instructions. |
| If you get hit by theft or car break-ins | Immediately report to the nearest police station, then report the damage to us.Please cooperate with the insurance company’s investigation and submit the necessary documents. |
| When the return seems delayed | Please be sure to contact us in advance and obtain our approval.Depending on the reservation status of the next customer, we may not be able to accept your request. |
| If you break the rules by parking | Please promptly report to the police yourself, complete the fines and other procedures, and then contact us. |
| Lost keys or dirt inside the car, etc. | Please contact us first. We will inquire about the situation and guide you on how to respond. |
Check Availability & Request a Quote
If you have any questions, feel free to contact us or send us a DM.