Respectful communication protects our customers, our staff, and the safe operation of our vehicle rental service.
Sunrise Rent a Car Okinawa is committed to providing professional, courteous, and fair service to every customer. In return, we require customers, passengers, visitors, and accompanying persons to treat our staff and other customers with the same level of respect.
A disagreement, travel delay, language difficulty, or unexpected expense does not justify intimidation, harassment, threats, insults, or abusive behavior. Most concerns can be resolved calmly when the facts, reservation conditions, and rental agreement are reviewed together.
Shouting, insulting staff, making discriminatory or sexual comments, threatening someone, blocking a person’s movement, invading personal space, repeatedly contacting individual staff members, or attempting to frighten someone into accepting a demand is prohibited.
Physical contact, attempts to seize property, aggressive gestures, and damage to vehicles, equipment, or facilities will be treated especially seriously.
Customers may not pressure staff to provide services that were not reserved, are operationally impossible, are unsafe, or fall outside the normal scope of a vehicle rental service.
Examples include demanding unauthorized transportation, forcing staff to wait indefinitely, requesting prohibited airport operations, or insisting that another customer’s scheduled service be delayed or cancelled.
Disagreeing with a rental condition does not authorize a customer to ignore it. This includes payment obligations, vehicle return procedures, fuel requirements, operating hours, damage reporting duties, prohibited uses, cleaning charges, insurance conditions, and pickup or drop-off rules.
Staff cannot be forced to waive valid contractual requirements through pressure, repeated demands, threats, or abusive conduct.
Customers have the right to ask questions, request an explanation, report a problem, or disagree with a decision. A firm complaint is not, by itself, misconduct. However, the communication must remain civil and must not become threatening, discriminatory, obstructive, or abusive.
If additional review is necessary, please provide the reservation number, relevant documents, photographs, and a clear description of the issue. Written communication may be requested when it is the safest and most accurate way to review the matter.
Depending on the seriousness and persistence of the conduct, Sunrise Rent a Car Okinawa may take one or more of the following measures:
Threats, violence, assault, property damage, obstruction, or other suspected unlawful conduct may be reported immediately to the Japanese police. Police officers—not Sunrise— decide what measures are necessary under the circumstances.
A person may be restrained, handcuffed, taken to a police station, questioned, or required to remain available for an investigation. Clarifying an incident can take many hours. Police procedures will not be shortened merely because the person has a scheduled flight, cruise, ferry, hotel transfer, or other travel commitment.
As a result, the person may miss an aircraft, ship, tour, or other departure and may be responsible for the resulting costs and arrangements.
Foreign visitors are subject to Japanese law while in Japan. Depending on the nature and seriousness of an incident, a police investigation, arrest, prosecution, conviction, deportation procedure, or other official record may affect the person’s immigration status or future entry screening.
These consequences are determined exclusively by the police, prosecutors, courts, immigration authorities, and other competent agencies. Sunrise Rent a Car Okinawa does not make immigration decisions and cannot guarantee or influence their outcome.
Last reviewed: August 31, 2026
