Frequently Asked Questions
Help & Support
Got Questions? We’ve Got Answers
Pre-Rental Preparation
Which Defender is right for our trip?
We offer two options: a Black Defender 110 (fully equipped with camping gear) for camping trips, and a White Defender 110 for general sightseeing (no camping gear included).
How do I book a vehicle?
You can book directly on our website by selecting your dates and vehicle. Confirmation is instant once payment is made.
How many days in advance should we make a reservation?
Book Early! As our fleet is limited and popular Japanese campsites fill quickly, we advise booking 2–3 months ahead to secure both your vehicle and your site. We are happy to assist with campsite reservations!
What payment methods are accepted?
All major credit cards (Visa, MasterCard, AmEx, etc.) are accepted. We do not charge additional foreign card fees.
What is your cancellation policy? / When does the cancellation fee apply?
Our cancellation policy is as follows:
100% refund for cancellations made 30 days or more before pickup.
50% refund for cancellations made between 15 and 29 days before pickup.
30% refund for cancellations made between 7 and 14 days before pickup.
No refund for cancellations made 6 days or less before pickup.
Vehicle Recommendation and Renter Advice
Is there anything I need to prepare before renting the vehicle on the day?
You must prepare your Driver’s License, Passport/ID, and a Credit Card for the payment and security deposit (bond/excess).
Is a driver's license required to drive?
Absolutely yes. All drivers must hold a valid driver’s license.
Do I need an international driver’s permit?
Yes, if you’re not a Japanese license holder. You must have a valid International Driving Permit (1949 Geneva Convention).
Is insurance included?
Yes, standard liability insurance is included in the rental price.
What compensation is provided in the event of an accident?
Compensation depends on the insurance plan selected. You can opt for a Collision Damage Waiver for full coverage at an extra ¥5,000/day.
Pick-up, Drop-off, and Travel
Where and when do I pick up the car?
The Roam Defender base is open from 8:00 AM to 6:00 PM, with flexible timing available upon request.
To see the precise coordinates and details for all available pickup/drop-off locations, click here.
Can you deliver the vehicle to our hotel?
Yes, we offer an option to deliver the vehicle to the specified location (airports/hotels) for an additional fee. Please select the delivery option during the reservation. You can also add this option after the reservation is confirmed.
What do I need to prepare and bring for the trip?
Only food and clothing! For the Black Defender, all camping equipment is provided (including bedding and kitchen kit). You only need to bring your cooking ingredients and personal apparel.
Is it okay if we are camping beginners?
Yes, it is perfectly fine. We recommend starting at developed campgrounds with full facilities.
Can we bring pets?
Unfortunately, pets are not allowed in our vehicles.
Do you rent out child seats?
Yes, we have child seats available for children from 1 year old. Please select it as an additional option when making a reservation. (¥1,000 per day)
Do you have any recommended campsites?
Absolutely! Our entire team comprises avid campers who know countless wonderful campsites. Once your reservation is confirmed, we provide free, personalized consultation to help you plan your perfect route and itinerary.
Emergency and Policy Details
What if the car breaks down?
Our vehicles are new and regularly maintained. We provide 24/7 roadside assistance. Contact us immediately via phone or LINE for assistance or a replacement.
What compensation is provided in the event of an accident?
Liability coverage for personal injury and property damage is unlimited. Personal injury compensation is up to 30 million yen per person. In the unlikely event of an accident requiring insurance, a deductible of 100,000 yen will be charged. Additionally, if the accident results in an inability to operate, a non-operation charge (NOC) will be applied.
