Big Rentals Help Center & FAQ

Question 1

How long does it take to get started and set up my business?

Accepted Answer

Many businesses go live within 24 hours once they provide their photos, item information, and logo. We work as fast as you work. The setup includes importing your existing data, adding inventory, setting up payment processing, configuring your website, customizing your branding, and training your team. Our onboarding team can handle the entire setup for you if preferred.

Question 2

Can I integrate with my existing website?

Accepted Answer

Yes! HQRent offers multiple integration options. You can embed our booking widget into your existing website, use our API for custom integrations, or create a fully-featured rental website using our website builder.

Question 3

What payment processors do you support?

Accepted Answer

We integrate with major payment processors including Stripe, Square, and PayPal. This allows you to accept credit cards, debit cards, and digital payments while maintaining PCI compliance.

Question 4

Do you offer support for multiple locations?

Accepted Answer

Yes, HQRent is designed to handle multiple locations. You can manage inventory across different locations, set location-specific pricing, and track performance for each branch separately.

Question 5

What kind of support do you provide?

Accepted Answer

We offer 24/7 customer support via phone, email, and chat. Our support team is based in-house and has extensive experience with rental operations. We also provide detailed documentation, video tutorials, and regular training webinars.

Question 6

Is my data secure?

Accepted Answer

Absolutely. We use bank-level encryption, regular security audits, and automated backups to keep your data safe. We're also GDPR compliant and never share your data with third parties.

Question 7

Can I import my existing customer and inventory data?

Accepted Answer

Yes, HQRent supports importing data from Excel, CSV files, and many popular rental software systems. Our team can assist you with the data migration process during onboarding.

Question 8

How do I set up online booking for my customers?

Accepted Answer

Setting up online booking is simple. You can embed our booking widget on your existing website, use our hosted booking page, or build a complete website with our website builder. Customers can see real-time availability, pricing, and book instantly.

Question 9

What are the payment processing fees?

Accepted Answer

Payment processing fees are determined by your subscription plan. Check the pricing area for current rates by plan. These rates include all payment processing costs with no additional hidden fees. Some customers choose to pass on some of these costs to renters.

Question 10

Can I track where my equipment is located?

Accepted Answer

Yes! Our fleet management system tracks equipment location, status (available, rented, maintenance), and rental history. You can see real-time availability across all your inventory and get alerts for upcoming returns or maintenance schedules.

Question 11

Can I have customers sign contracts digitally?

Accepted Answer

Yes. You can use digital contracts. Customers sign on their phone, tablet, or computer. Contracts include all terms, liability waivers, and can be customized for your business. Signed contracts are stored and accessible anytime.

Question 12

What's the difference between trailer and equipment rental features?

Accepted Answer

Both use the same powerful HQRent platform! Trailer rental focuses on flatbed, enclosed, utility, and car hauler trailers with features like GPS tracking and delivery scheduling. Equipment rental adds heavy machinery management for excavators, generators, and construction equipment with specialized maintenance tracking and operator requirements.

Question 13

How do I add my rental inventory to the system?

Accepted Answer

You can add inventory individually through our easy form, bulk import from Excel/CSV files, or have our team import your existing data during onboarding. Each item includes photos, descriptions, pricing tiers (daily/weekly/monthly), and availability tracking.

Question 14

Do I get a website included and what features does it have?

Accepted Answer

Yes. Growth and Scale plans include a professionally designed website built for you by our team. You provide your logo, photos, and brand preferences, and we handle the rest. We can typically have a first draft ready within 24 hours of receiving your assets. Your website includes professional design tailored to your brand, an integrated booking system that syncs with your inventory, and premium hosting with SSL security, all included in your plan. We also handle all ongoing hosting, maintenance, updates, and SEO optimization. You do not need any technical skills.

Question 15

What's the difference between Essentials, Growth, and Scale plans?

Accepted Answer

Essentials covers core rental management for single-location operations. Growth adds website builder, advanced marketing tools, and integrations. Scale includes multi-location support, API access, custom workflows, and dedicated support.

Question 16

What's the difference between monthly and yearly billing and do you offer annual billing?

Accepted Answer

Yes, we offer both monthly and annual billing options. With yearly billing, you pay for 12 months upfront and receive a 20% discount compared to paying month-to-month. Your subscription will automatically renew at the end of the billing cycle unless canceled. You can switch to annual billing anytime from your account settings or select it during signup. We accept credit cards for monthly billing and ACH bank transfers for annual subscriptions.

Question 17

What are the costs for additional users and other add-ons?

Accepted Answer

Essentials includes 1 user, Growth includes 2 users, and Scale includes unlimited users. The Scale plan includes unlimited locations. We don't offer per-seat user fees.

Question 18

Is there a setup fee?

Accepted Answer

There is a small setup fee so we can provide customized, hands-on onboarding and support to help you get the most from the platform and maximize your business growth.

Question 19

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express, Discover) as well as ACH bank transfers for annual subscriptions.

Question 20

Do you support multiple currencies?

Accepted Answer

Yes! We partner with Stripe for payment processing, which means you can accept payments in any currency supported by Stripe from your renters worldwide. This includes major currencies like USD, EUR, GBP, CAD, AUD, JPY, and many others. Your customers can pay in their local currency while you receive payments in your preferred currency, making it easy to serve international customers and expand your rental business globally.

Question 21

What is the guaranteed uptime of the software?

Accepted Answer

We guarantee 99.9% uptime for our rental management platform. Our infrastructure is built on enterprise-grade cloud servers with automatic failover, redundant systems, and 24/7 monitoring to ensure your business operations run smoothly. We take reliability seriously because we understand that your rental business depends on our platform being available when your customers need to book equipment.

Question 22

Do SMS messages cost extra?

Accepted Answer

We partner with Quo to deliver SMS messages to your customers. If your plan supports automated messaging, you can send notifications when customers place orders, payment reminders, and other communications. SMS billing is handled directly through Quo as a third-party service, so you'll receive separate billing for message usage based on your Quo plan and message volume.

Question 23

Do I own my domain if you build my website?

Accepted Answer

Yes, you retain full ownership of your domain name. You purchase your domain through your preferred registrar and provide us with delegate access so we can configure it. This means the domain stays in your name and under your control at all times. We build your website on your domain so that all SEO value and Google rankings benefit your business directly. You can update or transfer your domain at any time, and your ownership is never affected.

Question 24

What happens to my website if I cancel?

Accepted Answer

Your domain is yours and stays with you regardless of your subscription status. However, the website we design and build is hosted on our platform as part of your plan. If you cancel your subscription, the website and hosting will be discontinued. We recommend saving any content you want to keep before cancellation.

Question 25

Can I upload my own branding?

Accepted Answer

Absolutely! Growth and Scale plans include comprehensive white labeling and custom branding features. You can upload your own logos, customize color themes, apply your brand fonts, and personalize the interface to match your business identity. This includes branding for your customer-facing website, booking system, contracts, and communications, ensuring a consistent brand experience across all customer touchpoints.

Question 26

How does the website text chat work?

Accepted Answer

Our text chat widget captures visitors on your website and starts SMS conversations through your Quo number. Visitors can text you directly without calling, and you control business hours, auto-responses, and message routing to keep your personal number private.

Question 27

How does automatic review collection work?

Accepted Answer

HQRent includes a marketing area where you can configure review request campaigns based on your business preferences. You can set triggers such as sending a review request a certain amount of time after a rental is returned, and deliver them via email or text. You choose where you want customers to leave reviews. Requests can be sent automatically based on your configured triggers or manually from the dashboard at any time.

Question 28

Can I do equipment inspections on my phone?

Accepted Answer

Yes! Our mobile app lets you conduct digital inspections with photos, checklists, and condition tracking. All data syncs instantly to the cloud with timestamps and GPS coordinates. Perfect for documenting equipment condition before and after rentals.

Question 29

How do you handle damage claims and recovery?

Accepted Answer

If a customer damages your equipment, you have their card saved on file and can charge them directly from the booking for the actual cost of the damage. Your signed rental contract, which authorizes charges for damages, serves as your legal backing. The system stores all documentation including the signed contract, uploaded driver's license, and insurance information so you have everything needed to support your claim.

Question 30

What types of trailers can I manage?

Accepted Answer

All types. HQRent supports every category of trailer and heavy equipment. Each item gets its own listing with photos, specifications, pricing, and real-time availability. You can configure specific features and requirements for each item in your fleet.

Question 31

What types of equipment can I rent out?

Accepted Answer

Heavy construction equipment including excavators, mini excavators, backhoes, telehandlers, forklifts, skid steers, generators, compressors, light towers, scissor lifts, concrete mixers, trenchers, and general site equipment. Each can have operator requirements and maintenance schedules.

Question 32

How does the booking management system work?

Accepted Answer

Customers can book online 24/7 with real-time availability. You get instant notifications and can approve or modify bookings. If you enable document collection, customers can upload documents during checkout. Deposits are collected during checkout based on your settings. You can track everything from quote to equipment return. All bookings sync across your team.

Question 33

What kind of reports and analytics do you provide?

Accepted Answer

Comprehensive reports including availability forecasts, revenue analytics, pickup/return schedules, fleet utilization, customer behavior, popular equipment, seasonal trends, and financial summaries. All reports can be customized, scheduled, and exported to Excel or PDF.

Question 34

What customer management features are included?

Accepted Answer

Every customer has a complete profile with booking history, signed contracts, payment history, saved cards, and all communication in one place. When you require document uploads, those are stored here too (for example driver's license and insurance). You can track notes, store documents, and view full booking history. The system supports loyalty tiers and customer experience levels if your business uses them. Documents can be printed, downloaded, or emailed.

Question 35

How do you automate documents and emails?

Accepted Answer

Professional templates for quotes, contracts, invoices, and receipts are automatically generated and emailed. Includes automated booking confirmations, reminders, thank you messages, and follow-ups. All documents can be customized with your branding.

Question 36

How do I manage users and permissions?

Accepted Answer

Set up team members with role-based permissions controlling access to features, customer data, pricing, and reports. Includes bulk editing tools, SSO integration, IP restrictions, and audit logs for security and compliance.

Question 37

Do you offer language support for renters?

Accepted Answer

We do not offer multi-language or localization for the renter-facing experience yet. The software is available in English. You can still run your business in multiple locations and use Partner Settings to configure bookings, payments, documents, and notifications to match how you operate.

Question 38

How do authorization holds work?

Accepted Answer

You can place an authorization hold on a customer's card to reserve funds without charging them. The hold secures the rental before pickup. Holds auto-renew every seven days so they stay active on longer rentals. You are not charged processing fees until you capture the hold. After the rental you can capture the full amount, a partial amount, or release the hold. You can also cancel a hold to remove it from the customer's statement.

Question 39

How do security deposits work?

Accepted Answer

Security deposits can be processed as standard charges when the rental starts. When the equipment is returned in good condition, you can refund the deposit. You control the amount and whether you require a deposit per booking or per equipment type.

Question 40

Can customers make partial payments or payment plans?

Accepted Answer

Yes! HQRent supports flexible payment options including partial payments at booking, installment plans, and custom payment schedules. You can require a deposit upfront and collect the balance at pickup, or set up recurring payments for long-term rentals.

Question 41

How are chargebacks and disputes handled?

Accepted Answer

For chargebacks and disputes, your signed rental contract is your primary protection. You can submit the signed contract along with the customer's uploaded documentation as evidence. We recommend including language in your contract that authorizes charges for damages after the rental.

Question 42

What happens when a payment fails?

Accepted Answer

When payments fail, HQRent automatically notifies both you and the customer with clear next steps. The system can retry failed payments based on your settings, send dunning emails, and temporarily suspend rental access until payment is resolved. You can also manually retry payments or update payment methods.

Question 43

Can customers save payment methods for future rentals?

Accepted Answer

Yes! With customer consent, HQRent securely stores payment methods using tokenization through Stripe and PayPal. This allows returning customers to book faster without re-entering payment details, while maintaining full PCI compliance and security standards.

Question 44

Is payment processing secure and PCI compliant?

Accepted Answer

Absolutely! All payment processing uses bank-level encryption and we maintain PCI DSS compliance through our integration partners like Stripe and Square. Customer payment data is never stored on our servers - it goes directly to certified payment processors for maximum security.

Question 45

What third-party integrations do you support?

Accepted Answer

Connect with QuickBooks for accounting, email marketing platforms, payment processors (Stripe, PayPal), Quo for texting, Google/Yelp for reviews, and many more through our API. Custom integrations available on Scale plans.

Question 46

Can I upgrade or downgrade my plan later?

Accepted Answer

Yes, you can upgrade or downgrade your plan at any time. When upgrading, the new features will be available immediately. When downgrading, the changes will take effect at the start of your next billing cycle. No setup fees for upgrades.

Question 47

Can I manage multiple rental locations?

Accepted Answer

Yes! Scale plan supports unlimited locations with separate inventory, pricing, staff access, and reporting for each location. Transfer equipment between locations, manage regional pricing, and get consolidated or location-specific reports.

Question 48

Is there a mobile app for field operations?

Accepted Answer

Yes! Our mobile app handles check-ins/check-outs, digital inspections with photos, GPS tracking, customer signatures, payment collection, and real-time inventory updates. Perfect for delivery teams and field operations.

Question 49

How do I add booking to my existing website?

Accepted Answer

Multiple options: embed our booking widget with a simple code snippet, use our API for custom integration, or redirect to our hosted booking page. The widget matches your website's design and provides seamless booking without leaving your site.

Question 50

How do I create my first booking?

Accepted Answer

To create your first booking, log in to your account and navigate to the 'Bookings' section. Click on the 'New Booking' button, select the trailer you want to rent out, choose the dates, add customer information, and click 'Create Booking'. You can also set up payment options and add any additional notes or requirements.

Question 51

Can I customize my rental rates?

Accepted Answer

Yes. Each piece of equipment has its own daily rate, weekly rate, monthly rate, and hourly rate that you set individually. You can also configure surcharges for short rentals, set minimum rental durations, and add unlimited discounts or fees on top of your base rates. Add-on services can be configured as additional charges. This gives you full flexibility over your pricing structure for every item in your fleet.

Question 52

Can I create promotional or coupon codes for rentals?

Accepted Answer

Yes. You can create promotional codes for one-time use or multiple uses and share them with customers or run campaigns. You can set restrictions, expiration dates, and usage limits so each promo fits your strategy.

Question 53

How do surcharges and discounts work per equipment?

Accepted Answer

You can combine hourly, daily, weekly, and monthly rates and add surcharges for short rentals if you want. Settings are configurable per equipment, so each item can have its own structure. You can also add any number of discounts or fees on an individual booking basis.

Question 54

Can I set minimum and maximum rental durations?

Accepted Answer

Yes. Minimum and maximum rental duration are fully customizable. You can set different minimums and maximums per equipment or rate type so your policies match each product.

Question 55

How does billing work when a customer returns equipment early?

Accepted Answer

Partners choose the behavior: you can allow early refunds so the rental duration and billing adjust for the shorter period, or you can choose not to allow the rental duration and billing to change so the original terms stand.

Question 56

Can I set grace periods and late fees for returns?

Accepted Answer

Yes. Grace periods are configurable so renters have a window (e.g. 30 minutes) before late charges apply. After the grace period, you can add late fees or make manual billing adjustments on a per-booking basis.

Question 57

Where do rates and promotions appear for renters?

Accepted Answer

Rates are published publicly so renters see them on your website and at checkout. Promotions and coupon codes are not visible to renters by default; you share the code with customers or use it in campaigns so only those you give it to can apply it.

Question 58

If I change my equipment rates, does it affect existing bookings?

Accepted Answer

No. Changing equipment rates only affects future bookings. To change the amount for an existing booking, you must edit that booking's billing. Once a booking is made, its rates are set unless you update them on that booking.

Question 59

How do I process a refund?

Accepted Answer

To process a refund, go to the booking you want to work on, open the billing section, and find the transaction you want to refund. Click the 'Refund' button. You can refund the full amount or a partial amount. Add a reason and click 'Process Refund'. The refund is processed through the original payment method. For an authorization hold, you can cancel it instead to remove the hold from the customer's statement.

Question 60

How do I add multiple users to my account?

Accepted Answer

To add users, go to 'Settings' > 'Team Members' and click 'Add Team Member'. Enter their email address and select their role (Admin, Manager, or Staff). They will receive an invitation email with instructions to create their account. Essentials plans include 1 user account, Growth plans include 2 users, and Scale plans include unlimited users. If you need more than 2 users, upgrading to the Scale plan gives you unlimited team members. You can manage permissions and access levels from the same section.

Question 61

How do I update my account information?

Accepted Answer

To update your account information, log in to your account and go to 'Settings' > 'Account Profile'. Here you can update your business name, contact information, billing address, and other account details. Make sure to save your changes when finished.

Question 62

How do I modify existing bookings?

Accepted Answer

To modify an existing booking, open the booking details from the 'Bookings' section. You can change dates, equipment, customer information, or pricing. If a customer wants to extend their rental, adjust the dates and the billing updates automatically. The customer's card is saved on file so you can charge any balance directly. You review and approve all additional charges manually so you stay in control. The customer will be automatically notified of any changes via email.

Question 63

I'm having trouble logging in. What should I do?

Accepted Answer

If you're having login issues, first check that you're using the correct email address and password. Try resetting your password using the 'Forgot Password' link. Clear your browser cache and cookies, or try a different browser. If problems persist, contact our support team for assistance.

Question 64

How do I handle booking conflicts?

Accepted Answer

When booking conflicts occur, HQRent will alert you immediately. You can resolve conflicts by adjusting dates, substituting similar equipment, or contacting customers to discuss alternatives. The system shows availability in real-time to help you find the best solution for all parties.

Help Center

Payments

How are chargebacks and disputes handled?

What are the payment processing fees?

Is payment processing secure and PCI compliant?

How do authorization holds work?

How do security deposits work?

Can customers make partial payments or payment plans?

Can customers save payment methods for future rentals?

How do I process a refund?

What happens when a payment fails?

How do payments work? How do I get paid?

Need More Help?

Payments

How are chargebacks and disputes handled?Payments2025-08-06

How are chargebacks and disputes handled?

What are the payment processing fees?Payments2025-08-06

What are the payment processing fees?

Is payment processing secure and PCI compliant?Payments2025-08-06

Is payment processing secure and PCI compliant?

How do authorization holds work?Payments2025-08-06

How do authorization holds work?

How do security deposits work?Payments2025-08-06

How do security deposits work?

Can customers make partial payments or payment plans?Payments2025-08-06

Can customers make partial payments or payment plans?

Can customers save payment methods for future rentals?Payments2025-08-06

Can customers save payment methods for future rentals?

How do I process a refund?Payments2025-08-06

How do I process a refund?

What happens when a payment fails?Payments2025-08-06

What happens when a payment fails?

How do payments work? How do I get paid?Payments2026-03-04

How do payments work? How do I get paid?

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