Cellhire Student Phones
GENERAL – BILLING – DELIVERY AND COLLECTION – COVERAGE
What is an estimate of average rental costs?
Average consumers spend approximately $125 -165 per rental. This includes all costs of the rental, from setup to per-call charges. Please refer to the rental plan for your specific destination on the Cellhire website.
Is there a process to alert the delegate 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?
For People to People Ambassadors, a credit alert has been set at $300. This
means that once $300 of charges are incurred, a call will be made to the parent
or adult delegate. If Cellhire does not receive a response within 24 hours, 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, you must contact Cellhire’s customer service: 888.510.1910 from within the U.S., or 214.355.5285 from outside the U.S.
What will be appropriate times for students to use their cell phones while on program?
Approved times for student cell phone use will be set by delegation leaders. In
general, anytime you are in your hotel room is an approved and appropriate time
to use a cell phone.
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.
How do I reach customer service for my cell phone rental with Cellhire?
Customer service is provided 24/7 by a global support team. Reach customer
service at:
Is it difficult to activate and operate the phone?
All operating instructions will come in the initial shipment. Additionally, all phones are shipped live so no activation is required.
What are families responsible for in the event the phone is lost or
stolen? Is insurance offered?
Theft and Loss Protection is offered with Cellhire rentals for a nominal fee;
however, there is a deductible for stolen, lost, and damaged phones. For Theft
and Loss Protection plans, please refer to the rental charges matrix within each
service.
Replacement cost depends on the components of the kit that 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. Calls will continue to 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 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 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.
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 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?
For 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.
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 countries. 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.