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FAQ

  • Q The rental bike has been broken. What should I do?
    A Do not ride on the bicycle for your safety. Contact Call Center (0120-9235-21) for instructions.
    Make sure to check whether the bicycle is broken before registering your pick-up.
  • Q The bicycle has been broken during a ride. What should I do?
    A Stop riding it immediately and contact Call Center (0120-9235-21) for instructions. Do not fix it on your own without the prior agreement of our company and other related companies.
  • Q The bicycle has been stolen while left unattended. What should I do?
    A Immediately report it to a police station and contact Call Center (0120-9235-21) for instructions. For the theft or loss attributable to a user mainly due to an unlocked bicycle, the user may be charged a penalty, JPY 50,000.
  • Q I have an accident. What should I do?
    A Immediately take the actions required by law such as reporting it to a police station, and also contact Call Center (0120-9235-21) to describe the circumstances of the accident.
  • Q I cannot unlock the bicycle.
    A Please check again the key number on the receipt or email sent after the delivery.
  • Q I forgot the key number of the bicycle. What should I do?
    A The key number is printed on the receipt from Checkout Post at bicycle station or email sent after the delivery. If you have lost the receipt or email, contact Call Center (0120-9235-21) for instructions.
  • Q Where can I rent or return a bicycle?
    A You can see the locations of stations or places where you can specify by the app or the website (http://minaport.jp).
  • Q Could you issue a bill-payment receipt?
    A No, we cannot issue a bill-payment receipt individually. Please use a receipt or email as a bill-payment receipt.
  • Q Could you reissue a receipt again?
    A No, we do not reissue any receipts.
  • Q Are children's bicycles available?
    A No, we do not prepare children's bicycles.
  • Q Can I rent bicycles for my friends or family members?
    A You can rent four bicycles with a credit card.
  • Q I am a foreign national. Can I rent a bicycle?
    A Yes, you can rent a bicycle using a credit card (Visa, MasterCard, JCB, Diners Club, American Express), but note that some credit cards may not be accepted.
  • Q I do not have any credit card or IC card. What should I do?
    A We are sorry, but you cannot use our rental services.
  • Q Can I pay in cash?
    A We are sorry, but we cannot accept cash.
  • Q Could you tell me how to rent a bicycle for consecutive multiple days.
    A You are asked to pick up and return a bike every day in any way. Since up to three bookings can be made, when you book a bicycle on consecutive day, we deliver it everyday.
  • Q I have lost the credit card or IC card used for the pick-up.
    A Contact Call Center (0120-9235-21) for instructions.
  • Q I have upgraded Osaifu-Keitai (wallet mobile) used for the pick-up.
    A Contact Call Center (0120-9235-21) for instructions.
  • Q What is the “Here & Now” service?
    A It is the service to deliver or collect a bike at customer's location within our service area using a smartphone GPS function.
    Please note that this service, both of delivery and pickup, is not available depending on holidays, the availability, or the fullness of parking lot.
  • Q How long does it take to deliver a bicycle?
    A Usually, it takes around 10 to 30 minutes, however, it may takes around 60 minutes depending on the availability.
  • Q A bicycle has not been delivered on time.
    A Note that delivery may be behind time due to traffic congestion or the availability.
  • Q How far would you deliver a bicycle?
    A See the blue-shaded service area on the map of “Here & Now” in the app.
  • Q Can I order delivery to the NO VEHICLE ZONE?
    A No. Order the delivery by specifying a place where the delivery truck can enter and stop.
  • Q My order has not been settled yet.
    A Staff members available may not be nearby or all bicycles may be loaned out. Order delivery again for a while.
  • Q I would like to change/cancel my order.
    A Sorry, change and cancellation are unacceptable after order. In an emergency, please contact Call Center (0120-9235-21) for instructions.
  • Q What is “Book” service?
    A It is the service that you can use a bike from the morning if booking it by 6:00 p.m. on the previous day. Your pick-up is limited to a location specified in this service.
  • Q Could you deliver a bicycle to my hotel?
    A Currently, we limit our delivery to locations that can be specified from “Book” menu for Book.
    Book from “Here & Now” menu, however, note that the “Here & Now” service is not available depending on bookings from other customers.
  • Q Can I return a bicycle to a location where I picked it up?
    A Locations for the pick-up and the return may differ. Check locations where you can return it from the "Choose Location" menu.
  • Q A bicycle is locked.
    A Since we lock a bicycle when shipping it in order to prevent theft, unlock and use the bicycle by the key number in the email received after the delivery.
  • Q There are several bicycles. I cannot figure out which one is rented out to me.
    A Confirm your bicycle number stated in the email sent to you after delivery. Find one with that number, which is for you to use.
  • Q Until what time can I use the bicycle that I booked?
    A You can use it until 24:00 on the day. Please note, however, that the return time differs depending on the return site.
  • Q I would like to change/cancel of my Book order.
    A Sorry, change and cancellation are not acceptable after placing the order. In an emergency, please contact Call Center (0120-9235-21).
  • Q If I cannot receive a bicycle for my own convenience, is the charge refunded?
    A The charge is not refunded even if you have not used or received the bicycle. In an emergency, please contact Call Center (0120-9235-21).
  • Q Could you tell us how to return a bicycle?
    A Use the “Here & Now” menu to ask the staff to pick up a bicycle, or the “Choose Delivery Destination” menu to return it at MINAPORT stations or designated location.
    Since returning a bicycle in the “Here & Now” menu may keep you waiting, we recommend that, if you can, you return it from “Choose Delivery Destination."
  • Q Can I ask my acquaintance to return the rental bicycle?
    A We ask those who rent bicycles to return them by themselves. Please note that the card used to rent the bicycle is required when returning it.
  • Q Can l rent a bicycle again on the same day after returning it?
    A Re-rental after returning a bicycle requires a usage fee for another bicycle even on the same day.
  • Q Could you tell me how to return a bicycle at MINAPORT station?
    A Park the bicycle at any vacant parking space at a rental-cycle MINAPORT station. Push the bicycle firmly to the dock. Parking is complete when the blue light turns on. Make sure to process the return at the Checkout Post. (No need for app operation)
  • Q Could you tell me how to return a bicycle at the specified location (facility)?
    A Park a bicycle at the location (such as a bicycle parking facility) that the pin on the app map indicates. Make sure to lock the bicycle. Boot the MINAPORT app, and select the pin at the return location on the map. Confirm the Receipt Number to process the return, and then press the “Return Here” button.
  • Q Could you tell me how to return a bicycle at the specified location (bicycle parking facility for a fee)?
    A Go to the location that the pin on the app map indicates and park a bicycle. For a mechanical-type bicycle-parking facility, make sure that there is a vacant parking space and park the bicycle by inserting it to the rack.
    For a gate-type bicycle-parking facility, take a ticket, enter the facility, and ask the staff to park it at a temporary place.
    Then, make sure to lock the bicycle. Boot the MINAPORT app, and select the pin at the return location on the map. Confirm the Receipt Number to process the return, and then press the “Return Here” button.
    *Note that parking the bicycle at the facility does not complete the return process. The app operation is required.
  • Q There is no vacant port at the unattended parking lot or the specified return location, so I cannot return the bicycle. What shall I do?
    A Please check the availability of ports at the nearest unattended station on the website (http://minaport.jp) beforehand, or search the map for other specified locations nearby and return it to one with vacancy.
  • Q I cannot return the bicycle due to maintenance work at the port. What should I do?
    A Please check the availability of ports at the nearest unattended station on the website (http://minaport.jp) beforehand, or search the map for other specified locations nearby and return it to one with vacancy.
  • Q I cannot return a bicycle due to close of business hour of the return location. What should I do?
    A Confirm the business hours beforehand and return the bicycle to the available location. In an emergency, please contact Call Center (0120-9235-21).
  • Q It seems that I won't be able to return the bicycle for a long time. What should I do?
    A Make sure to return the bicycle by the specified time. If the delay after a certain time is judged as malicious, we may take measures such as filing the damage to the police. We also may require you to pay an overdue charge and a penalty of 50,000 yen, etc. in addition to the usage fee at our specified sales office.
  • Q I forgot to return a bicycle. What shall I do?
    A Immediately contact Call Center (0120-9235-21) and return the bicycle under the instruction. We also may require you to pay an overdue charge and a penalty of 50,000 yen, etc. in addition to the usage fee at our specified sales office.
  • Q I forgot to settle the account.
    A Please make sure to check out at a station even if there is no need to pay overdue or other charges. If you do not check out, you may not be able to rent a bicycle next time.