Frequently Asked Questions

To ensure a smooth rental process, please make your booking by the following deadlines:

• In-Store Pickup: Book at least 1 day in advance by 1:00 PM (Japan Time) on the day before your desired pickup date.

• Courier Delivery: Book at least 2 days in advance by 1:00 PM (Japan Time) before your desired delivery date.

If you miss the deadline, you may still have a chance to reserve and pick up your item depending on stock availability. Please contact us through our Contact Us page to check for last-minute options.

Yes, the minimum rental period is 3 days. Even if you return your rental item(s) within 2 days, you will still be charged for 3 days' rental fee, along with the Insurance Option (if selected).

Yes, you can make changes to your rental booking up to 2 days before your scheduled pickup date. To request modifications, please contact our Customer Support as soon as possible. 

⚠️ Note:  Requests made after the deadline may not be accommodated.

If you need to adjust your return date, please contact us through our Contact Us Page in advance.

⚠️ Important: If your return is delayed without prior notice and we are unable to reach you for confirmation, the rental device service may be temporarily suspended.

To cancel your rental booking, please contact our Customer Support as soon as possible. If you cancel at least 3 days before your scheduled pickup date (by 6:00 PM Japan Time), you will not be charged a cancellation fee.

The cancellation deadline is 3 days before your scheduled pickup date (by 6:00 PM Japan Time). If you miss this deadline, we may not be able to process your cancellation request.

🚚 For Courier Deliveries:

• If your rental item(s) has already been shipped from our office (which happens 2 days before the rental start date), you will be charged the delivery fee even if you cancel.

If you do not contact us in advance and fail to pick up the rental item(s) at our store on the scheduled pickup date, you will be charged a cancellation fee equal to up to 7 days' rental fees.

No, we only accept credit card payments for rentals. We currently support the following card types:

• VISA

• MasterCard

• Diners Club

• AMEX (American Express)

• JCB

No upfront deposit is required, but a Pre-Authorization hold will be placed on your credit card when renting a device.

What is a Pre-Authorization hold?

A pre-authorization is a temporary hold on a portion of your credit limit to ensure payment security. The following amounts will be held depending on the rental location:

• ¥40,000 per device for rentals within Japan

• ¥30,000 per device for rentals outside Japan

This hold is necessary because your final invoice amount is determined within two weeks after returning the device, and we cannot charge you immediately upon return.

Will the pre-authorization amount be deducted from my account?

No, the pre-authorization is not an actual charge—it is a temporary hold. Once your final invoice is issued:

• If your payment is successfully processed, the pre-authorization will be automatically canceled after the specified period set by your credit card company has elapsed.

• If your payment cannot be completed, a portion or all of the pre-authorization amount may be used to settle the balance.

The exact timing of the release depends on your credit card provider’s policy. Please check with them for details.

The invoice amount will be charged to your credit card within 2 weeks after you return the rental item(s). For more information about when the charge will appear on your bank account, please check with your credit card issuer.

Yes, we accept third-party credit cards. However, if the payer is different from the rental contract holder, an authorization form signed by the cardholder is required. You can download this form when making a booking or from the Booking Confirmation email that you will receive after your reservation.

No, we do not accept debit cards for payment. Debit cards are linked to your bank account, and funds are deducted immediately during the transaction. This may interfere with the pre-authorization process, as explained in the previous FAQ. We only accept a credit card for your rental payment.

No, payment must be made after the rental item(s) are returned. The final invoice amount will be determined within 2 weeks of return, based on data from the telecommunication carriers. Depending on when the carrier data is received, you may receive multiple invoices.

For long-term rentals that span over multiple months, you may receive an invoice every month during your rental period.

No, you cannot combine your AnyFone JAPAN rental invoice with your SoftBank invoice. The rental agreement is between you and GSM Rentafone Pty Ltd Japan Branch. All charges related to the rental service will be billed directly by GSM Rentafone Pty Ltd Japan Branch, and are separate from any charges by SoftBank.

If you return the rental item(s) via a Return Box, the rental fee will be charged until the next business day of the store where you placed the item.

Example: Haneda Airport 2F Store (Business Hours: 6:00 AM – 11:00 PM Japan Time)

• If you place the rental item(s) in the Return Box between 11:00 PM and 11:59 PM, the rental fee will be charged until the next day.

• If you place the rental item(s) in the Return Box between 12:00 AM and 5:59 AM, the rental fee will be charged until that same day.

No. Only the rental fee and insurance option (if applicable) will be charged until the actual return date.

Yes, we can issue or reissue a rental itemized bill free of charge.

No, it can also be issued in English.

Yes, we can issue or reissue a rental invoice free of charge.

No, we cannot split the rental invoice into multiple separate invoices.
However, if you have contracted multiple rental plans, a separate invoice will be issued for each rental plan.

No, it can also be issued in English.

All communication charges, rental fees, and compensation option fees (if applicable) incurred until the service is suspended will be the responsibility of the contract holder. If you have lost the rental item(s), please contact Customer Support immediately.

Yes. We can change your credit card. Please contact our Customer Support.

 

No, only the rental contractor can pick up the rental item(s) in accordance with the Act on the Prevention of Illegal Mobile Phone Use.

No, courier delivery (non-face-to-face handover) can only be made to the address stated on the rental contractor’s personal identification in accordance with the Act on the Prevention of Illegal Mobile Phone Use. 

Please contact our Customer Support as soon as possible. Rental fees and any applicable charges will continue to apply until the day you notify us.

Yes, you can return the item(s) to any of our designated airport stores or our Tokyo office.

No, you cannot select the device model.

The WiFi router can support up to 10 devices simultaneously.

Yes, we will send you an email with your phone number 2 days before your scheduled pick-up date.

No, you cannot choose your phone number.

• For rental simple phones, email functionality is not available.
• For rental SIM or rental smartphones, you can use webmail (e.g., Hotmail, Yahoo Mail, Gmail). *Data communication fee will be applied.

If you lose the rental equipment, please contact our Customer Support immediately. To prevent unauthorized use by third parties, we will temporarily suspend the service.

If you damage the rental equipment, please also contact Customer Support right away. We will provide a replacement device. The replacement can be picked up at a rental counter or delivered via courier service (for domestic rentals only).

Please contact Customer Support immediately.
We will process the payment using the pre-authorization amount obtained with the credit card you registered at the time of your application. If the billed amount exceeds the pre-authorization amount, or if the validity of pre-authorization has passed, please provide us with new credit card information.