General - Billing - Delivery & Collection - Coverage

General

What is an estimate of average rental costs?

• Average consumers spend per rental approximately $125 - $165. This includes all costs of the entire rental. Please refer to the rental agreement matrix for your specific contract.

Is there a process to alert the purchaser or parent if the phone is showing excessive use or if the phone is lost or stolen, even if the user has not yet reported it?

• A credit alert has been set based upon certain parameters. Standard cut off for People to People ambassadors has been set at $300.
• At $300, a call will be made to the student’s parents or contract signer. In the event that no response comes within 24 hrs, the phone will be shut down and an email will be sent to the address on file.
• In order for the phone to be returned to service or replaced, Customer Service must be contacted at 888-510-1910 from within the US or 214-355-5285 from outside the US.

What will be appropriate times the cell phone will be allowed to be used while on program?

• Approved times for cell phone use will be set by your delegation leaders.  In general, anytime you are in your hotel room is an approved and appropriate time to use a cell phone.  
• Cell phone use may not interfere in any way with the program or its participants.

If I leave my cell phone or any portions of the kit behind, will I have an opportunity to go back for it?

• As you will be traveling in a group, going back for lost or misplaced items will not be possible. 
• Cellhire customer service should be contacted the moment a phone is lost or stolen.  

How do I reach customer services for my cell phone rental with Cellhire?

• Customer service is provided 24/7 global support team. The phone numbers or email to reach customer service are as follows:
• Overseas: 214-355-5200.  The number may be found in 4 places. In the rental pack, on the confirmation email and in dispatch emails you will receive.
• US: 888-510-1910.  This number is for people before they leave or after they return from program.
• Email: support@cellhire.com
• Sales site address: http://www.cellhire.com/ambassador

Is it difficult to activate and operate the phone?

• All operating instructions will come in the initial shipment. Additionally all phones come live so no activation is required.

Billing

What cost they will be responsible for in the event the phone is lost or stolen.  Is insurance offered?

• Yes. Theft & Loss Protection is offered with Cellhire rentals for a nominal fee, however there is a deductible for stolen, lost and damaged phones. For Theft & Loss Protection plans please refer to the rental charges matrix within each service. 
• Depends on what components of the kit are lost. Most handsets are in the $225 range, with complete kits running roughly $525 in the event the power adaptors, cases or any other portions of the kit are not returned.
• Call Charges will be charged up until the call is made to report it stolen.

What is an authorization?

• An authorization is a “hold” or “freeze” of funds against your credit card’s available account balance. It is similar to when a bank places a “hold” on a check you want to cash. Once the authorization is released, the funds are then available to be used. If an authorization on your card should be declined, Cellhire would require a deposit. Authorizations are generally released three to five business days after the date they are taken.

What is a deposit?

• A deposit is an actual charge taken from your credit card account. In the event Cellhire takes a deposit from your account, the money will be held until all call records are received and billed to your credit card. When your final Cellhire invoice is produced your credit card will be refunded or charged accordingly.

Who can open an account with Cellhire?

• Accounts can be opened for personal or business purposes. Personal accounts will receive standard rental rates and call charges. Business accounts are eligible to receive more preferential rental rates and call charges.

When will I receive my invoice?

• An invoice will be produced within 4 business days of the close of the Rental Agreement. Please allow an additional 2-4 days for the invoice to be mailed to the invoice address as specified on your Rental Agreement. The first invoice may or may not reflect all calls made. Due to varying service level agreements with different wireless carriers, some call charges may take up to 60 days to be billed and will appear on subsequent invoices.

Is there a cancellation fee?

• If the rental is cancelled before the rental is dispatched, no cancellation fee will be imposed. However, if the equipment has already been dispatched, an administrative fee is applicable. Cancellation fees are dependent on rental service. Please call for specific cancellation charges.

Delivery & Collection

How is equipment delivered?

• Cellhire uses express small parcel couriers for most shipments. In cities where same-day deliveries are available, Cellhire may use an in-house messenger or courier service.

Is overnight priority delivery available?

• Yes, priority overnight delivery is available for an additional charge. For priority overnight delivery charges, please refer to the rental charges matrix of each service.

Is Saturday delivery available?

• Saturday delivery is available for an additional charge to most US destinations. For Saturday delivery charges, please refer to the rental charges matrix of each service.

How is equipment returned?

• For clients receiving their equipment in the United States or Canada, Cellhire includes a pre-paid return pack along with the rental kit. Simply place the equipment into the supplied return bag and contact the courier company to arrange for collection, or hand the package to an authorized courier representative or location. The customer is responsible for all charges incurred on the phone until the package is scanned by one of Cellhire’s authorized couriers or returned to a Cellhire location.

Is there a charge for delivery and collection?

• For applicable charges, please refer to the rental charges matrix of each service.

Can my rental be delivered to an airport?

• Due to security reasons Cellhire cannot deliver to airports. However, in many cases, Cellhire can deliver your rental to your hotel or office in the city you are visiting.

Does the delivery have a guaranteed time?

• Unless otherwise requested, deliveries will be shipped as standard overnight for receipt by 3:30pm (business address) and 7:30pm (residential address). Earlier deliveries such as priority overnight are available upon request. If services other than standard deliveries are requested, additional fees are applicable.

Can I leave the return package with the concierge of the hotel?

• Cellhire does not recommend leaving your return equipment with the hotel concierge. The customer retains responsibility and liability for the equipment and all associated charges until the equipment has been scanned by the approved carrier or handed to an authorized Cellhire representative.
  Please note, a hotel concierge is neither an approved carrier, nor an authorized Cellhire representative.

Coverage

Where will I have coverage?

• Coverage varies by service. Global Phone Rental from Cellhire operates in 170+ countries throughout Europe, Asia, Africa, Australia and the Middle East. American Phone Rental covers most of the United States, Canada and select cities throughout Latin America. Japanese Phone Rental and Korean Phone Rental specifically operate in their individual country. Satellite Phone Rental does not rely on land-based cell sites and is ideal for those traveling to the more remote regions of the world including cruise ships. Cellhire is a service provider of various wireless carriers around the world and can unfortunately never guarantee coverage.

Am I billed for every call?

• Yes, you will be billed for every attempted call. As with all cellular services, the possibility of dropped and disconnected calls exists. Unfortunately, Cellhire cannot be liable for these interruptions in service.

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