Frequently asked questions

In order to use Audi on demand, you must first complete user registration through our website. (URL : www.jp.audiondemand.com)
Once you fulfilled your name, email address, arbitrary password and agree to membership agreement /rental agreement, a confirmation email to activate your account will be sent to your registered email address.
When you have received your email, you can login with your registered user name and password. Now your membership registration process completes.
Before reserving a vehicle, you still have to input your individual information including credit card information, please refer to below mentioned "2.RESERVATION PROCESS".

Individuals of ages 18 and older with a valid driver's license may use the service.

Audi on demand is available every day of the year. Audi on demand can delivery and retrieval vehicles from 9 am until 7 pm. Online reservation is available 24 hours a day on the Audi on demand website. Online reservations can be done 1 hour prior to the pick up time at the Audi on demand HUB, however if you require the delivery/retrieval service a reservation must be made at least 24 hours prior to the start time at the Audi on demand website. For inquiries outside of our hours of operation, email
contact@jp.audioondemand.com

The system cannot accommodate additional drivers, but if you contact us beforehand, we can add additional drivers by checking your driver’s license at pickup time.

In the event that there is a place you would like to request for delivery/retrieval service, vehicles can be picked up and returned within Tokyo in Chiyoda-ku, Chuo-ku, Minato-ku, Shinjuku-ku, Bunkyo-ku, Taito-ku, Shinagawa-ku, Meguro-ku, Ota-ku, Setagaya-ku, Shibuya-ku, Toshima-ku, Koto-ku, and Maihama area of Urayasu-shi, Chiba. Please understand that cars may not be picked up or returned outside of the above areas.

There are no limitations on how far you can drive during your rental period.

Yes. However, please use a pet carrier for any pets riding in the car with you. Please use a rear seat cover to protect the condition of the vehicle. An extra charge will be assessed in the event that we have to clean and/or repair the vehicle because of your pet. If the vehicle cannot be reserved during the cleaning and/or repair process, you will also be charged for the number of days the vehicle is pulled from our rotation.
*We can offer rear seat covers upon availability excluding R8. If you would like to request one, please contact our call center (0120-929367) after you complete your reservation.

Smoking is prohibited in all Audi on demand vehicles. An additional cleaning charge will be assessed if you smoke in your vehicle. If the vehicle cannot be reserved during the cleaning process, you will also be charged for the number of days the vehicle is pulled from our rotation.

Please fuel with high octane gasoline for Gasoline engine cars, and diesel for TDI engine cars.. *

*NOTE: For all vehicle information and the vehicle warning lamp, refer to the Audi owner’s manual.

Please stop the vehicle, park in a secure location and contact:
0120-119-110 (Tokio Marine Nichido Anshin 110) for assistance.*

*NOTE: For all vehicle information and the vehicle warning lamp, refer to the Audi owner’s manual.

You don’t have to refuel the car before returning it. However, for customers that have made a reservation with a designated return place, because a concierge will drive the vehicle to the Audi on demand HUB, we ask that you return the vehicle with at least 50 kilos left in available mileage. How to check the vehicle’s remaining mileage differs according to the model, so if you have any questions, please contact the call center (0120-929367).

We have complimentary child seats, roof bike racks, roof bars as well as roof boxes available upon request. We have limited stock available, so in some instances we may be unable to accommodate your request. To request an item, please call the Audi on demand call center at (0120-929367) after finalizing your reservation.
We also lend out ETC cards, but please note that you will be responsible for bearing the usage fee. The fee will be charged at the price recorded in the IC chip of the ETC card (the charge displayed in the history of the onboard device). The transfer fee adjustment at the time of closing is not applicable when using this card. Please understand beforehand.

*Roof bike racks, roof bars and roof boxes are available for all models except A6, A8 and R8 Spyder.

You are responsible for the cost of replacing any damaged, lost, or missing equipment included with your Audi on demand vehicle.

Log in to website and please fulfill your individual information via “My Account”. Once you complete input, you only need to update when any change occurs. Then you can make online reservation (reservation via telephone is not available).

You can make a reservation from 90 days prior to the date you wish to use.

Customers requesting the delivery/retrieval service must make a reservation at least 24 hours prior to the start time. Customers requesting vehicle pickup at the Audi on demand HUB should make their reservations at least 1 hour prior to the start time.
Customers requesting delivery/retrieval service at a place requested by the customer may be asked to change their pickup time. We kindly ask you for your understanding if our concierge service is fully booked during your requested time.
Please note we may not be able to accommodate your requests in the case of reservations made immediately before use.

You can reserve an Audi for as short as 4 hours and as long as 30 days.

It is possible but it is not permitted for a single customer to make multiple reservations for the same time period.

To change a reservation, we request that you contact our call center (0120-929367) or first cancel your reservation through our website, and then make a new reservation.
We request that customers requesting the delivery/retrieval service understand in advance that changes to the pickup or return time or place are not possible within 24 hours of the pickup or return time.
Please understand, however, that depending upon reservation conditions, we may not be able to accommodate your request. For details, refer to the rental agreement.

To request an extension of the usage period, please contact the call center at (0120-929367). Please understand in advance that, depending upon the vehicle’s availability, we may be unable to accommodate your request.

Reservation cancellations can be made through the Audi on demand website “My booking”. However, if you cancel your reservation less than 24 hours ahead of your scheduled start time, you may be charged up to a full day (24 hours) rental fee.

Currently, vehicle delivery/retrieval service is being offered within Tokyo in Chiyoda-ku, Chuo-ku, Minato-ku, Shinjuku-ku, Bunkyo-ku, Taito-ku, Shinagawa-ku, Meguro-ku, Ota-ku, Setagaya-ku, Shibuya-ku, Toshima-ku, Koto-ku and Maihama area of Urayasu-shi, Chiba. Vehicles can be picked up and returned anywhere within this service area. However, in accordance with the provisions of the Road Traffic Act, vehicles may not be picked up or returned to parking prohibited areas. In addition, some public facilities or private area(hotels, commercial facilities etc.)may not be available for delivery.

The Audi on demand concierge will bring your vehicle to the pickup location. At the pickup location, we request that you show the concierge your driver’s license to verify your identity; it is also necessary to show the concierge the e-mail message you received after completing your reservation. The concierge will explain to you how to operate the vehicle should you request so. The rental begins as soon as you sign the rental agreement.
*If you lose your reservation email, please contact the call center (0120-929367).
*Please understand in advance that rentals may be refused on the spot in the event that the person picking up the vehicle is not the person who made the reservation, does not have their driver’s license with them, or otherwise does not satisfy the rental conditions. Please check the rental agreement (URL:www.jp.audiondemand.com) for rental condition details.

When you pick up a vehicle, the concierge will provide you with a simple explanation of the rental agreement and perform a check of the vehicle condition that will take 10-20 minutes. When you return your vehicle, the concierge will also perform a check of the vehicle condition and provide an explanation of the usage fee that will take 10-15 minutes.

If you cannot pick up the vehicle at the requested time, please contact the call center at (0120-929367). Please be aware that if you are over 30 minutes late without giving any prior notice, the reservation will be cancelled. Please understand in advance that, in this event, you may be charged a cancellation fee.

You can return your vehicle early by bringing it directly to the Audi on demand HUB. You will be charged for the actual number of hours used. In the event that the actual number of hours used is greater than the minimum booking hours (4 hours), you will be charged for the actual number of hours used. In the event that the actual number of hours used is less than the minimum booking hours (4 hours), you will be charged for the minimum booking hours (4 hours). To request to return your vehicle earlier than the scheduled time, please contact the call center at (0120-929367).
Please understand that rental vehicles may not be returned ahead of schedule at other than the Audi vehicle HUB.

Contact the call center at (0120-929367).

Contact the call center at (0120-929367). Please understand in advance that, depending upon circumstances, we may request that the return place be changed.

Usage fees vary according to the vehicle model. For details, please check the Audi on demand website (URL: www.jp.audiondemand.com).

The usage fee includes the rental fee for the reserved time, automobile insurance, road assistance, delivery/retrieval services (upon availability) at a designated location, one full tank of fuel at time the rental start, and accessories (i.e. child seats, bike racks, etc.) upon availability.

Toll road fees, traffic violation tickets (speeding, illegal parking, etc.), damages not covered by insurance, and any gasoline refueling expenses incurred during the rental period are not included in the usage fee.

This is a new package combining the exclusion of ① liability compensation system, ②exemption from Non Operation Charge (NOC) payment and ③compensation for repair costs to damaged tires. By subscribing before use, there are the following merits.
①Exclusion of Liability Compensation System
This system exempts the cost covered by customer (deductible) in instances of property damage and car damage in an accident. Both cost covered by customer (deductible) for property damage (JPY 50,000) and car damage (JPY 50,000) are exempt.

②Exemption from NOC payment
In the event of a car accident, car theft, car breakdown or stains/damage to the car, if the car needs to be repaired and/or cleaned, payment of compensation for business interruption for that period is exempt. (Able to be driven ; JPY 20,000 or Unable to be driven ;JPY 50,000 is exempt.)

③Flat Tires, Loss/Damage
Repair costs to damaged tires, costs of labor and the cost of new tires if a tire exchange is necessary and the cost of wheels if damaged, are free of charge.


We may not offer the compensation package option for such customers and additional driver(s);
i) who have held a valid driver's license for NOT longer than 5 years.
ii) whom we judge to be unqualified due to past traffic accident record(s).

Payments must be made by credit card (Visa, Mastercard, American Express, Discover, JCB and Diners Club). Debit cards and prepaid cards cannot be used.

Two days before your reservation starts, the credit card you registered will be charged for the reserved amount of time and compensation package fee as a deposit. This is not the charge for your vehicle’s usage fee immediately.

Payments may only be made using the credit card you register on our website. After you return your vehicle, an invoice for the usage fee will be sent to your email address. A separate invoice will be sent by email for indemnities for incidences such as vehicle damage not covered by insurance that was not detected during the vehicle inspection, and toll roads fees paid for with ETC cards loaned by Audi on demand.

You can use your own ETC card.
If you do not have your own ETC card, we offer complimentary ETC card upon request which is available for the duration of your rental period so please contact the call center in advance at (0120-929367) or ask the concierge for an ETC card when the vehicle is turned over to you. However, please understand in advance that you are responsible for paying all toll road fees. In addition, the toll will be paid by the fee recorded in the IC chip of the ETC card (the charge displayed in the history of the onboard device). The transfer fee adjustment at the time of closing is not applicable when using this card. Please understand beforehand.

Audi on demand has a comprehensive insurance policy to prepare for the unlikely event of an accident, so that you can use our service with peace of mind. For details, refer to the rental agreement.
The amounts of indemnity under the insurance policy are as follows:
Bodily injury/death liability: unlimited per person (including automobile liability insurance);
Property damage liability: unlimited per occurrence (deductible: JPY 50,000);
Rented vehicle (wide cover type): up to market value per occurrence (deductible: JPY 50,000); and
Personal injury: up to JPY 30 million per person.

To prevent a second accident from occurring, move the vehicle to a safe place and perform danger prevention measures (measures using emergency signal light/stop display plate/smoke candles, etc.) From your location, contact the police and obtain an accident certificate.
Please contact 0120-119-110 (Tokio Marine Nichido Anshin 110, available 24/7) We will instruct you about procedures for applying insurance and indemnification, so please carry out these procedures.
*Do not make any private settlements at the scene of the accident. If you do make a private settlement, insurance cannot be applied and you will be responsible for the full settlement amount.
Please contact 0120-929367 (Audi on demand call center, available 9: 00-19: 00 every day. Please call next morning if it was closing hours.)

Revision date:
1st.28th June 2018
2nd.5th September 2018
3rd.18th October 2018

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