FAQ
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General
| Q: | What advantage does RovAir Provide me?
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| A: | The advantages of RovAir are numerous, we are able to provide our users a short term rental, which ultimately gives users another option to the two year contract. Furthermore, our users are not bound to one location, they have the mobility to go anywhere there is cellular service. For example, if commuting on the train, RovAir allows you to send those last few emails before you get home.
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| Q: | What is my coverage area?
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| Q: | What is a Business day?
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| A: | Business Days are Monday through Friday, excluding holidays observed by the Post Office and UPS.
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| Q: | Who can open an account with RovAir?
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| A: | Accounts can be opened for personal or business purposes. Personal accounts will receive standard RovAir rental rates and call charges. Business accounts are eligible to receive more preferential rental rates and call charges
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| A: | Yes. Theft & Loss Protection is offered with RovAir rentals for a nominal fee. However, there is a deductible for stolen, lost and damaged data cards. For Theft & Loss Protection plans please refer to the rental charges matrix within each service. The cost of insurance is $1.95 per day and there is a $25 deductible.
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| Q: | How is equipment delivered?
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| A: | RovAir uses express delivery companies such as UPS for most shipments. In cities where same-day deliveries are available, RovAir may use an in-house messenger or courier service
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| Q: | Is overnight priority delivery available?
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| A: | Yes. For priority overnight delivery charges, please refer to the rental charges matrix of each service. The cost for overnight delivery is $14.95.
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| Q: | Can I leave the return package with the concierge of the hotel?
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| A: | If you are staying at a hotel in the US, you can leave the package with the concierge of your hotel. Please note, even though you leave the equipment with the hotel concierge, you retain responsibility for the rental until UPS scans the package.
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| Q: | Does the delivery have a guaranteed time?
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| A: | 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 arrive by 10:00am. If services other than standard deliveries are requested, additional fees are applicable.
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| Q: | How is equipment returned?
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| A: | For customers receiving their equipment in the United States or Canada, RovAir includes a pre-paid UPS return pack along with the rental kit. Simply use the packaging that was provided with the original shipment when preparing the equipment for return and place into the supplied return bag. Call 1 800 CALL UPS for pick-up or drop package off at any UPS location.
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| Q: | Can my rental be delivered to an airport?
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| A: | Due to security reasons RovAir cannot deliver to airports. However, in many cases, RovAir can deliver your rental to your hotel or office in the city you are visiting.
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Billing
| Q: | How do you decide if you need to buy an aircard?
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| A: | Estimate the number of days that you may need/want an WMB multiply it by $15 per day average.
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| Q: | Doesn't make sense for you to rent, decided that you need to buy a data card?
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| A: | Buy it from us, and receive a discount off the carriers cost or a free aircard.
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| Q: | What sort of pricing structures do you provide?
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| A: | Pricing is based on length of term with a 3 day minimum rental. Please refer to our rental charge matrix.
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| Q: | What is an authorization?
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| A: | 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, RovAir would require a deposit. Authorizations are automatically released when your credit card is charged at the end of your rental.
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| Q: | Is there a cancellation fee?
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| A: | 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 RovAir for specific cancellation charges.
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Technical
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