This policy explains the cancellation, no-show and refund conditions applicable to vehicle reservations made directly with Sunrise Rentacar or received through an authorized booking platform.
Last reviewed: September 2, 2026If the customer cancels a confirmed reservation, the refundable amount will be determined according to the time remaining before the scheduled vehicle pick-up date.
| Cancellation timing | Refundable amount |
|---|---|
| 8 days or more before the scheduled pick-up date | 100% of the amount paid, subject to applicable administrative charges |
| 4 to 7 days before the scheduled pick-up date | 50% of the amount paid, subject to applicable administrative charges |
| 3 days or fewer before the scheduled pick-up date | No refund |
Cancellation timing is calculated using Japan Standard Time and the scheduled local pick-up date stated in the reservation.
Customer-initiated cancellations are subject to an administrative charge equivalent to 4% of the total payment amount. This charge covers banking, payment-processing and reservation administration costs.
Other operational or alternative refund-method charges, where applicable, will be calculated according to the Sunrise Rentacar Fees and Charges Table in effect when the refund is processed.
If Sunrise Rentacar cancels the reservation because the company is unable to provide the reserved vehicle or a reasonable replacement, the customer will receive a full refund of the amount paid for the unavailable service. No administrative cancellation charge will apply.
This provision does not apply when the vehicle remains available but the customer is unable or unwilling to reach the agreed pick-up location.
If the customer does not arrive at the agreed location and time, does not provide timely notice, or fails to collect the vehicle, the reservation may be treated as a no-show and no refund will be due.
The vehicle is held specifically for the customer and cannot necessarily be offered to another customer during the reserved period. Failure to collect the vehicle does not eliminate the operational and opportunity costs incurred by Sunrise Rentacar.
Sunrise Rentacar is responsible for reserving and making the vehicle available at the agreed location, date and time. Sunrise does not provide or guarantee the customer’s flight, maritime transportation, cruise, accommodation, itinerary or ability to reach Okinawa or the pick-up location.
If Sunrise remains operational and the reserved vehicle is available for safe collection, the service will be considered available and Sunrise’s contractual obligation will be considered fulfilled.
The cancellation, delay or suspension of a flight, ferry, cruise or other transportation service does not automatically entitle the customer to a refund. Transportation may be interrupted for preventive, operational or external reasons while roads, businesses and rental operations on the main island of Okinawa continue normally.
The customer’s inability or decision not to arrive does not transfer the cost of the reservation or the risks associated with separately contracted travel services to Sunrise Rentacar. The normal cancellation or no-show conditions will apply.
Typhoon trajectories, intensity and expected impact may change substantially. A storm may weaken, change course or dissipate before reaching the main island of Okinawa. Flights, ships, roads and local services may also continue or resume normal operation before the scheduled pick-up date.
Weather forecasts, preliminary transportation notices and predicted typhoon paths do not establish that the service will be unavailable. Sunrise may consider information from the Japan Meteorological Agency, Windy, transportation operators and other reliable sources, but eligibility will be based on the circumstances actually verified.
When a request is based on a developing or forecast natural event, Sunrise may postpone its final decision until the event has passed or until its actual impact can be reliably determined.
If the event changes course, weakens or dissipates and Sunrise remains able to provide the vehicle, no extraordinary refund will apply. If the customer arrives and uses the vehicle, the service will be considered provided and no refund will apply on the basis of the previously forecast event.
Although natural events and travel disruptions do not create an automatic right to reimbursement, Sunrise may, at its sole discretion and after individual review, offer an exceptional accommodation.
Depending on the circumstances, Sunrise may consider rescheduling, reservation credit, a partial refund or, in exceptional cases, a full refund.
Receiving or reviewing a request does not mean that a refund has been approved or that the customer is entitled to compensation.
An exception granted for one reservation does not establish an obligation, admission of liability or precedent for another case.
The decision may consider local operating conditions, vehicle availability, official restrictions, actual service interruption and the customer’s use or non-use of the reservation.
If Sunrise elects to grant an exceptional partial refund, the amount may be calculated according to the portion of the reservation that was actually and objectively affected.
For example, if an eligible event effectively prevents service for half of the reserved period, Sunrise may consider a refund corresponding to that affected portion. The calculation is not based merely on days of rain, wind, weather warnings or the customer’s decision not to drive.
If the customer has collected the vehicle and keeps it in their possession, no refund will be due for days during which the customer chooses not to drive or use it, including because of rain, wind, a typhoon, transportation changes or other external circumstances.
These cancellation, no-show and refund conditions also apply to reservations received through third-party booking platforms, unless Sunrise has expressly accepted different conditions in writing.
A platform may receive or forward a customer’s request. However, accepting a request for review, opening a support case or requesting information from Sunrise does not establish that a refund is due.
Eligibility for a refund relating to a service provided by Sunrise will be determined by Sunrise after reviewing the relevant facts. No platform, agency or intermediary may promise, approve, deduct or process a refund on behalf of Sunrise without Sunrise’s prior express authorization, except to the extent strictly authorized by a written agreement previously accepted by Sunrise.
Statements or documents submitted by the customer may be considered as part of the review but will not be conclusive by themselves. Sunrise may independently verify local conditions, vehicle availability, transportation operations and whether the customer collected or used the vehicle.
The customer may not receive a refund while simultaneously retaining the right to collect or use the vehicle.
If a full refund is exceptionally approved before pick-up, the reservation will be cancelled, the customer’s right to collect the vehicle will end and Sunrise may immediately make the vehicle available to other customers.
Submitting a refund request does not automatically cancel the reservation. The reservation remains active until its cancellation is expressly confirmed by Sunrise.
Approved refunds will normally be initiated by Sunrise within 3 business days, calculated according to Japan Standard Time and the Japanese business calendar.
Payments made by credit, debit or prepaid card, electronic payment method, digital wallet, bank transfer or another payment service will normally be refunded through the original payment channel.
After Sunrise initiates the refund, the time required for the amount to appear depends on the bank, card issuer, payment gateway or financial service provider. It will typically take approximately 4 to 10 days, but longer processing periods may apply outside Sunrise’s control.
For eligible cash-payment refunds, the same cancellation conditions and refund percentages apply. No card-processing administrative charge will apply to the cash amount.
Refunds should be returned through the same method used for the original payment. If the customer requests and Sunrise agrees to use a different method, additional verification, administrative and operational charges may apply.
If a card or electronic payment is exceptionally refunded in cash or through another channel, the 4% administrative charge and the applicable operational charge stated in the Sunrise Rentacar Fees and Charges Table will be deducted.
Sunrise may refuse a different refund method when required for fraud prevention, accounting, anti-money-laundering compliance, payment-provider rules or identity verification.
Submission of supporting information does not guarantee approval. Sunrise’s exceptional review does not replace the cancellation conditions accepted at the time of booking.
This policy applies equally to all supported payment methods, whether the payment is processed by a bank, card issuer, financial institution, payment gateway, digital wallet or other service provider.
The nature of the payment method — including credit, debit, prepaid, digital or virtual payment — does not change the cancellation, no-show or refund conditions stated in this policy.
