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FAQ (Frequently Asked Questions)

Welcome to the JOM CARS & TOURS SDN BHD FAQ section. Here you'll find answers to some of the most commonly asked questions about our services, rentals, and policies. If you still have questions, feel free to contact us directly.

Updated as of April 2025

What services do you provide?
We provide a variety of vehicle rental services including self-drive car rentals, airport transfers, and long-term corporate leasing.

Where are you located?
Our office is located at C-06-27, Centum Oasis Corporate Park, Jalan PJU 1A/2, Ara Damansara, 47301 Petaling Jaya, Selangor, Malaysia.

In addition to our office, we also have a rental point at Kuala Lumpur International Airport (KLIA) Terminal 1 for your convenience.

What are your operating hours?
Our customer service is available daily from 9:00 AM to 5:00 PM.

How can I make a reservation?
Reservations can be made through email, phone, or via our website.

What payment methods are accepted?
We accept the following payment methods:

  • MasterCard credit cards
  • Visa credit cards

Please note that we do not accept the following types of payment cards:

  • Visa Electron cards
  • Maestro cards
  • Debit cards
  • Cirrus cards
  • JCB cards
  • Pre-paid cards (even if they carry the Visa or MasterCard logo)
  • Any other cards not listed above

We also accept bank transfer payments. Payment must be made in full before the rental period begins. Cash payments are not accepted.

If payment is not made on time, interest will be charged at a rate of 18% per year, calculated on a daily basis. For more information or assistance, please contact our customer service team.

How old do I need to be to drive a rental vehicle?
To drive our vehicles, you – and all of your drivers – must be at least 21 years old and have held a full, valid driving license for at least 1 year at the start of your rental. A higher minimum age limit may apply to certain vehicles.

How do I know if there are minimum age restrictions on my rental?
When you make a booking, you will be informed if there are any minimum age restrictions for the vehicle you request. If you are unsure, please check your booking confirmation email or contact our reservations team for further assistance.

I’m under 21; do I need to pay a young driver surcharge?
Unfortunately, we do not offer a young driver surcharge at this time. If you are under 21, you will not be eligible to drive our vehicles as our insurance does not cover drivers below 21 years of age.

Are there any maximum age restrictions?
Yes, our insurance policy does not cover drivers over 65 years of age, so unfortunately, you will not be eligible to drive our vehicles if you are over 65.

I’m over 65 years of age; do I need to provide extra information or pay a senior driver surcharge?
We do not offer a senior driver surcharge at this time. However, if you are over 65 years old, you will not be eligible to drive our vehicles as our insurance does not cover drivers over 65.

What documents do I need to provide to rent a car?
You will need to provide:

  • A valid driving license (and international driving permit if applicable)
  • Passport or MyKad
  • Security deposit
  • For corporate lessees: company registration documents and a letter of authorization

Is an International Driving Permit (IDP) required for foreign drivers?
Yes, foreign drivers must present a valid international driving permit along with their original driving license.

Damages

How do I reduce the amount I have to pay if the vehicle is damaged during the rental? (What is CDW?)
If you have purchased a Collision Damage Waiver (CDW) and the vehicle is damaged, the amount you have to pay will be reduced to no more than the excess stated on your rental agreement. This means you’ll only pay for the cost of repair or the excess, whichever is less, regardless of whether you are at fault or not. If you can demonstrate that the damage was not your fault when you pick up the vehicle, we will refund the costs to you. If the damage is less than the stated excess, we will refund the difference. CDW does not cover missing or damaged items, accessories, parts, keys, or any vehicle documents.

How much is the excess?
The excess for Collision Damage Waiver (CDW) ranges from RM10,000 to RM20,000, depending on the vehicle group. This will be specified on your rental agreement and booking confirmation email. You can reduce the excess by purchasing an excess reduction product.

How do I get Collision Damage Waiver?
In most cases, Collision Damage Waiver (CDW) is included as part of the vehicle rental. If it is included, it will be stated on your rental agreement and in your booking confirmation email.

Is there an excess reduction product available to reduce my excess further?
Yes, the Super Collision Damage Waiver (SCDW) is an excess reduction product that reduces your excess from RM500 to RM1,000, depending on the vehicle group. If this is included in the rate, it will be stated on your rental agreement and in your booking confirmation email. SCDW does not cover missing or damaged items, accessories, parts, keys, or any vehicle documents.

Will I need to pay if the windscreen or any other window is damaged?
Unfortunately, we do not offer Windscreen Protection at this time. In the event of damage to the windscreen or any other window, you will be required to pay for the repair costs.

What happens if I damage any optional extras I rent from you?
If any optional extras are damaged, you will be required to pay for the cost of their replacement or the estimated repair costs, in addition to the rental fee.

Are there any times when the excess would not apply?
Yes, the excess will not apply if damage is caused by or as a result of:

  • Water or fire damage that was not your fault
  • Driving or using the vehicle in breach of your contract
  • Failing to lodge a police report within 24 hours from the time of the accident or incident
  • Driving the vehicle without due care and attention
  • Driving under the influence of alcohol or drugs
  • An unauthorized driver

What do I have to pay if I don’t have Damage Waiver?
If the vehicle, keys, parts, accessories, or vehicle documents are damaged during your rental and you do not have Damage Waiver, you will have to pay:

  • Either the cost of replacement or the estimated repair costs (whichever is cheaper)
  • An administration fee (if applicable)
  • Our loss of use

Where can I find information on the damage charges I’ve paid?
If we find damage to the vehicle, we will charge the amount to your card. If you would like a receipt, please request it by emailing us at info@jomcars.com.my.

Theft

What products reduce the amount I have to pay if the vehicle is lost or stolen during the rental?
If you have Theft Protection (TP) and the vehicle is stolen, the amount you will pay is limited to the excess stated on your rental agreement. This means you’ll only pay for the cost of repair or replacement, or the excess, whichever is less, regardless of whether you are at fault or not.

How much is the excess?
The excess for Theft Protection (TP) ranges from RM3,000, depending on the vehicle group. This will be clearly stated on your rental agreement and booking confirmation email.

How do I get Theft Protection waiver?
In most cases, Theft Protection (TP) is included with the vehicle as standard. If it is included, it will be stated on your rental agreement and in your booking confirmation email. If it is not included, the price will depend on the vehicle you are renting and the location where you are renting it.

Is there an excess reduction product available to reduce my excess further?
Unfortunately, we do not offer any product that further reduces the excess for Theft Protection.

What happens if I lose any optional extras I rent from you or if they are stolen?
If any optional extras are lost or stolen, you will be required to pay for the cost of their replacement, in addition to the rental fee.

Are there any times when the excess would not apply?
The excess will not apply if the loss or theft occurs due to:

  • Keys being left in the vehicle
  • Using the vehicle in breach of the rental agreement
  • Keys being lost or stolen
  • Failure to lodge a police report within 24 hours of the incident

What do I have to pay if I don’t have Theft Protection?
If the vehicle is lost or stolen during your rental and you do not have Theft Protection, you will have to pay:

  • The full cost of replacing the vehicle
  • Plus, our loss of use charges

Where can I find information on the theft charges I’ve paid?
If the vehicle is lost or stolen, the charge will be applied to your card. If you would like a receipt, please email us at info@jomcars.com.my, and we will send you the details of the charge.

What do I have to pay if I injure someone whilst driving?

Third Party Liability (TPL) cover is provided with the vehicle as standard. This means that if you have an accident in our vehicle and you injure someone, or you damage anything which belongs to them, you will not have to pay any of their costs. TPL covers any death or injury of third parties.

Are there any times when third party liability cover would not apply?

If the law requires us to provide you with third party liability cover, the minimum cover required by law will still apply. However, we, or our insurer, may seek to recover our costs from you if the accident was caused by:

  • You are breaking the contract (e.g., allowing someone not approved to drive the vehicle, or driving under the influence of alcohol, drugs, or unlawful substances)
  • Your negligence or recklessness

What will you pay if I don’t have Personal Accident Insurance (PAI)?

If the driver or passengers of the vehicle are injured or die in an accident and there was no PAI coverage, we will not pay any costs associated with the injuries or fatalities.

How do I get Personal Accident Insurance?

Unfortunately, we do not offer Personal Accident Insurance currently.

Can I drive the rental car outside of Malaysia?
No, our vehicles are not allowed to be driven outside of Malaysia.

Do I need to return the car with a full tank of fuel?
Yes, the car must be returned with a full tank of fuel. Refuelling charges will apply otherwise.

What happens if I return the car late?
Late returns may incur additional fees. Please inform us in advance if you require an extension.

What is your cancellation policy?

  • Full refund: If you cancel at least 48 hours before the rental start date.
  • Half refund: If you cancel within 24 to 48 hours before the rental start date.
  • No refund: If you cancel within 24 hours of the rental start date or if you are a no-show.

Can I have a vehicle delivered to me?
Yes, we are pleased to offer a Delivery Service within the Kuala Lumpur area. This allows you to have the rental vehicle – along with any pre-booked optional extras – delivered to your preferred location at your requested time.

To arrange for vehicle delivery, please ensure the following:

  • A delivery request must be made at least 48 hours in advance.
  • You must have with you all required documents as detailed in the Booking Terms and Conditions and Rental Terms and Conditions under the section ‘What you need to rent the vehicle’.
  • You must be present at the delivery location during the requested delivery time.

The delivery service is charged at RM150 per trip.

If your requested delivery location is outside our service area, please contact us in advance at info@jomcars.com.my to confirm availability and additional charges, if applicable.
While we will do our best to accommodate urgent requests, same-day delivery is subject to availability and should be confirmed with our Reservations team or rental station.

Can you collect the vehicle?
Yes, we also offer a Collection Service within the Kuala Lumpur area. We can collect the vehicle – along with any optional extras – from your preferred location at a scheduled time.

To arrange for vehicle collection, kindly ensure the following:

  • A collection request must be made at least 48 hours in advance.
  • You (or an authorised representative) must be available at the agreed time and location to hand over the vehicle and all included items.

The collection service is charged at RM150 per trip.

If your collection location is outside our service area, please contact us beforehand at info@jomcars.com.my to confirm whether the service is available and to receive a quote for any additional fees.

What happens if I’m not there when you come to collect the vehicle?
If you are not present and the vehicle, keys, accessories, documents, or any optional extras are not ready for handover at the scheduled time, the collection will still be charged. You will need to either:

  • Reschedule a new collection (subject to a new RM150 collection fee), or
  • Return the vehicle to our rental location yourself.

We kindly ask that you plan to avoid additional charges or inconvenience.

Driving Licences

Do I need to bring my driving licence with me?
Yes. All drivers must present a valid driving licence at the time of vehicle handover. If your driving licence is not in English, you must also provide either:

  • An International Driving Permit (IDP), or
  • An official English translation of your licence.

Is there a minimum length of time I must have held my licence?
Yes. All drivers must have held a full and valid driving licence for at least 1 year at the time of rental. If the licence does not clearly indicate this, supporting documents are required, such as:

  • A previous driving licence, or
  • An official letter from the relevant licensing authority confirming the date of issue.

Can I drive if I have unspent driving convictions?
Drivers will not be permitted to rent or drive our vehicles if they have any unspent convictions related to:

  • Careless, reckless, or dangerous driving
  • Driving while under the influence of drugs or alcohol
  • Driving without insurance
  • Theft or unauthorised use of a vehicle
  • Any disqualification from driving

Additionally, drivers with two or more unspent convictions for other offences may also be disqualified from renting.

Are provisional or probationary licence holders allowed to rent a vehicle?
No. Drivers holding a Provisional Licence (commonly known as a ‘P’ Licence in Malaysia) or any equivalent probationary licence from another country are not permitted to rent or drive our vehicles. All drivers must possess a full, non-probationary licence.

ID Requirements

Do I need to provide proof of identity?
Yes. To complete the rental process, you are required to present the following:

  1. The payment card used for your booking. Some vehicle types may require two payment cards under your name.
  2. A valid photo ID, such as:
    • Passport
    • National Identity Card
    • Driving licence with a photo
    • Any government-issued identification that includes a photo taken within the last 10 years.

Other Requirements

Do I need to provide a security deposit or pre-authorisation?
Yes. A pre-authorisation will be placed on your payment card before the vehicle is released. This is not a charge but a temporary hold on a specific amount of funds in your account.

What do I need to provide for the pre-authorisation or deposit?
You must present a payment card under your name with enough available credit or funds to cover the required amount. For more details, please refer to the “Payment Options” section of this document.

How much will the pre-authorisation or deposit be?
The amount depends on several factors, including:

  • The estimated rental cost
  • Any pre-paid amount (e.g. booking deposit or accepted voucher)
  • The vehicle group and corresponding insurance excess amount

For an accurate estimate based on your specific rental, please contact our Reservations Team or speak to a staff member at the rental counter.

Do I need to return the vehicle with a full tank of fuel?
Yes. Vehicles are typically provided with a full tank of fuel at the start of your rental. You are required to return the vehicle with the same fuel level as when you received it – usually a full tank – as indicated on the factory-installed fuel gauge.

To avoid any fuel charges, we strongly recommend that you:

  • Refuel the vehicle as close to the return location as possible on the day of return.
  • Keep the fuel receipt as proof, in case verification is needed.

If the vehicle is returned with less fuel than when it was collected – and no valid fuel receipt is provided – a refuelling charge will apply.

How is the refuelling charge (Pay on Return) calculated?
The cost for refuelling is based on the estimated fuel level upon return. Below is a reference table:

Fuel Level Missing

Estimated Charge (RM)

20%

RM 40

40%

RM 80

60%

RM 120

80%

RM 160

100% (Empty Tank)

RM 200

Please note: These rates are estimates and may vary depending on the vehicle type and fuel market conditions.

Can I allow someone else to drive the vehicle?

Yes, but only if we have approved the individual in advance. You must not allow anyone to drive the vehicle unless they have been officially registered and authorised as an Additional Driver.

  • A fee applies for each additional driver, which is RM10.00 per day.
  • All additional drivers must meet our age, driving licence, and ID requirements.
    For more information, refer to the sections “Age Information” and “Driving Licence and ID Requirements.”
  • If the additional driver falls outside the standard age range, a young or senior driver surcharge may apply.

Do you offer a ‘Meet & Greet’ service?

Yes, we offer a Meet & Greet service at Kuala Lumpur International Airport and other locations upon request.

  • You must give us at least 48 hours’ notice to arrange this service.
  • We may be able to assist on shorter notice, subject to availability – please contact our Reservations Team.
  • Additional charges may apply for the Meet & Greet service.

Can I collect the vehicle outside your normal operating hours?

Yes, certain airport and station locations offer an Out-of-Hours Pick-Up service.

  • This service allows you to collect the vehicle and any pre-booked extras outside of standard office hours.
  • A fee of RM100 to RM150 applies.
  • You must notify us at least 24 hours in advance to arrange this service.
    Shorter notice may be accommodated based on availability – please check with our Reservations Team.

What if I exceed my mileage allowance?

Most of our vehicles come with unlimited mileage.
If your rental includes a mileage cap and you exceed it, a charge will apply based on the excess mileage rate stated in your rental agreement.

Is smoking allowed in the vehicle?

No. Smoking is strictly prohibited in all rental vehicles.

  • Under Malaysian law, vehicles are considered public spaces, and smoking in public areas is not allowed.
  • If we determine that smoking occurred during your rental, a Specialist Cleaning Fee of RM250 will be charged.

Are there any restricted roads or zones I should be aware of?

Malaysia does not have congestion zones that require advance payment to enter. However:

  • Most highways and expressways are tolled.
  • Many parking areas impose hourly or flat-rate fees.

We recommend checking for updates or local restrictions before your trip:

If any nearby areas are restricted, we will inform you during vehicle pick-up.

What happens if I receive a traffic or parking fine during my rental?

As the renter, you are responsible for all fines, penalties, and charges incurred during the rental period. This includes:

  • Parking fines and fees
  • Toll charges
  • Traffic violations (e.g. speeding)
  • Towing or clamping fees
  • Any other related penalties

If we receive a notice or charge due to non-payment, we will charge:

  • An administration fee of RM10.00 per fine or charge, and
  • The full amount of the fine or charge, if we are required to settle it on your behalf.

Will I be charged for returning the vehicle in a dirty or unpleasant condition?

Yes. If the vehicle interior is returned in a condition that goes beyond standard use – including excessive mud, dirt, stains, or odours – and cannot be cleaned through our normal procedures, you will be charged a Specialist Cleaning Fee of RM500.

What happens if I break down due to a mechanical failure?
All our vehicles are regularly maintained to meet the manufacturer’s standards and are roadworthy at the time of pick-up. Mechanical failures are rare, but should one occur within Malaysia, roadside assistance or recovery is provided free of charge, provided you are using the vehicle in accordance with the rental agreement.

  • You must contact our official roadside assistance provider at +6011-5506 8511 (also listed on the vehicle’s windscreen).
  • Do not engage any unauthorised roadside assistance services. If you do so, you will be fully responsible for any resulting costs.

What if I break down due to a non-mechanical issue or in another country?
You must notify us immediately if you experience a breakdown or are involved in an accident.

If the breakdown occurs within Malaysia and is caused by a non-mechanical issue or accident:

  • Our emergency support team or roadside assistance provider will assist you free of charge.

If the incident occurs outside Malaysia (regardless of whether it is mechanical or non-mechanical):

  • We will help arrange roadside assistance and recovery, but all costs incurred will be your responsibility.
  • You will also be charged for any expenses we incur to return the vehicle to roadworthy condition or back to Malaysia.

This may include, but is not limited to:

  • Call-out and towing fees
  • Repair costs
  • Repatriation costs
  • Transportation for you and/or your passengers
  • Loss of use
  • An administration fee of RM10.00

What is considered a non-mechanical issue?

Non-mechanical issues refer to user-related problems not caused by vehicle defects, such as:

  • Flat battery
  • Keys locked inside the vehicle
  • Wrong fuel used
  • Flat tyres
  • Running out of fuel

What happens if I don’t submit an accident or incident report?
If the vehicle, keys, accessories, documents, or any optional extras are damaged, lost, or stolen, or if you’re involved in an accident or incident:

  • You must complete and return an accident or incident report form to us promptly.
  • Failure to submit this form will result in you being held fully responsible for the entire cost of repairs and any other associated expenses.

Can I pick up the vehicle from one rental location and return it to another?
Yes, we offer one-way rentals within Malaysia. You may collect the vehicle and any optional extras from one rental location and return them to another.
However, this service is subject to availability and additional charges may apply.

How much is the one-way fee?
The fee depends on the pick-up and return locations.
You can expect the one-way fee to range from RM250 to RM900 depending on the specific locations involved.

How do I book a one-way rental?
You can request a one-way rental:

  • During the booking process, or
  • At the rental location (subject to availability)

If you requested a one-way rental at the time of booking, the fee will be included in your total rental price.

What if I return the vehicle to a different location without pre-arranging it?
If you return the vehicle to a location different from the one stated in your rental agreement without prior approval, a one-way fee will be charged based on the ‘pay at location’ rates applicable on the day of return.

I want to keep the vehicle for longer – what should I do?
If you need to extend your rental period:

  • Please contact us as soon as possible, and ideally before the end date and time stated in your rental agreement.
  • Extensions are subject to availability and must be paid in advance.
  • Extra days will be charged at our current ‘pay at location’ daily rates.

Important: To ensure continuous insurance coverage, you must notify us and make payment before the original rental ends. Failure to do so may result in the vehicle being driven without valid insurance coverage.

What happens if I don’t extend the rental and return the vehicle late?
If you return the vehicle later than the agreed return time without notifying us, the following will apply:

  • You will be charged for one additional day of rental for each day the vehicle is late.
  • If the vehicle is returned more than 3 hours past the scheduled return time, it will be considered a full-day late return, and a full day’s rental charge will apply.

Optional Extras – Pricing
The prices quoted for optional extras at the time of booking are typically the prices you will pay. However, please note that prices may vary slightly due to currency exchange rates or other external factors beyond our control.

Customers with Disabilities

Do you offer adapted vehicles or hand controls?
Unfortunately, we do not currently offer specially adapted vehicles, hand controls, or panoramic mirrors.

Popular Optional Extras

Do you offer child safety seats?
Yes, we offer child booster seats, which are typically suitable for children aged 4 to 11 years old and weighing between 15–36 kg. In some locations, installation assistance may be arranged via a third party; however, it is your responsibility to ensure the seat is correctly installed before driving.

📌 Legal Note: In Malaysia, children must use a car seat until they are 12 years old or 135cm tall. More info here: MIROS CRS Guidelines

❗ Please note: We do not offer baby seats for infants under 4 years old.

What are the charges for child seats?

  • RM30 per day, capped at a maximum of RM300.
  • For rentals longer than 10 days, the maximum 10-day charge applies, and you may use the seat for up to 30 days at no extra cost.

If the seat is lost, stolen, or damaged, a replacement fee of RM300 will apply. If you can prove that the damage or loss was not your fault or due to negligence, we will refund this charge.

Navigation & Connectivity

Do you provide GPS navigation systems or audio tour guides?
No, we currently do not offer GPS devices or audio tour guide services.

Can I get mobile internet access during my trip?
We do not offer mobile Wi-Fi devices.
However, you can easily purchase a local prepaid SIM card upon arrival in Malaysia.
We recommend:

  • Maxis (Hotlink)
  • Celcom (Xpax)

Prepaid SIM cards are widely available at airports and city kiosks, starting from RM10.

Toll Road Solutions

Do you offer an electronic toll payment device?
We do not offer electronic in-vehicle toll readers.
However, we do provide a Touch ’n Go prepaid card upon request during pick-up.

What is a Touch ’n Go card and how much does it cost?

  • The card costs RM30 (for a standard card).
  • It comes pre-loaded with RM10 credit.
  • Simply tap the card at toll booths to pay for highway tolls.

You can reload your card at convenience stores or kiosks:

  • Minimum top-up: RM10
  • Maximum top-up: RM1,500

💡 We recommend topping up RM50 at the start of your journey.
⚠️ Note: No refunds are given for unused value, so avoid excessive top-ups.
💳 The card is reusable for up to 10 years and can also be used for payments at selected retail stores and eateries in Malaysia.

More info: Touch ‘n Go Official FAQ

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