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Billing - Delivery
& Collection - Coverage - Handsets
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 cheque 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 when your credit
card is charged at the end of your rental.
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.
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 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 service.
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.
Coverage
Where will I have coverage?
Coverage varies by service. Global
Phone Rental from Cellhire operates in 140+ 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 can not be liable for
these interruptions in service.
Handsets
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Data Solutions