Frequently asked questions

Billing

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 automatically released three to five business days from 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 Cellhire rental rates and call charges. Business accounts are eligible to receive more preferential rental rates and call charges and are normally set up based on volume of business.

When will I receive my invoice?
An invoice will be produced within 4 business days of the close of the Rental Agreement, these will be sent electronically to the e-mail address provided. 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 90 days to be billed and will appear on subsequent invoices.

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

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 product page.

 

Delivery & Collection

How is equipment delivered?
Cellhire uses express small parcel couriers for most shipments, i.e., UPS and Federal Express. 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 within each product page.

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 within each product page.

Can my rental be delivered to an airport?
Due to security issues Cellhire will not deliver to airports.

Does the delivery have a guaranteed time?
Unless otherwise requested, deliveries will be shipped via UPS or Federal Express ground service for delivery three to five business days from date of shipment, there are no delivery time guarantees for this service. Overnight and two-day services are available at additional cost and are subject to the carrier’s published delivery time guarantees.

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 a Cellhire approved carrier or handed to an authorized Cellhire representative.

 

Coverage

Where will I have coverage?
Coverage varies by service. Cellhire's International Cell Phone Rental operates in 170+ countries throughout the world. US 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 towers and is ideal for those traveling to the more remote regions of the world including cruise ships. While Cellhire's various network partners provide coverage maps, circumstances sometimes occur which are beyond the control of these networks and therefore coverage is never guaranteed.

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.