If your Pocket Wi-Fi device is lost during your rental period, please contact us by email via our Contact Form as soon as possible so we can assist you.
What to do:
- Contact Genki Mobile immediately to report the loss
- We can arrange a replacement device after applying the required compensation fee
- Lost rental time is not refundable
Compensation fees:
- Pocket Wi-Fi device: 15,000 JPY (plus 10% Japanese sales tax)
- AC adapter: 2,000 JPY
- USB cable: 1,000 JPY
- Portable case: 1,000 JPY
- Extra portable battery: 2,000 JPY
If you plan to file a claim through your travel insurance or credit card insurance, we can provide the necessary documentation. Please let us know when you contact us so we can support your claim process.