Q: We rented some DVD's from the kiosk and on our debt/credit card statement it has a 20 dollar authorization for each DVD. Will it charge us that much? What does that mean?

A: The way the machine works is when you rent a DVD the machine with get an authorization for the replacement value of the movie and holds the authorization until the movie is returned.  Once the movie is returned the machine will close the sale and you will be charged the amount shown on the screen and the authorization hold will be cleared instantly or within a day depending on your credit card company.  If you have a charge different than what the machine tells you after you return the movie please contact support@ohanaflix.com and we will investigate.

If you rented a DVD from and Red or Grey Machine you can also visit our website http://www.ohanaflix.info and you will find of the left middle of the screen a link that says "Quick Receipt" if you follow the prompts you will me able to see movies rented, date rented, and amount you were charged on your credit card. If this is different than your credit card statement please let us know right away.

Q. Help! I have no credit card! Can I still rent from your machine?

A: Absolutely...Since our machines accept pre-loaded credit cards, you can use cards like the MuchMusic pre-loaded MasterCard. You will have to wait for a few weeks to get the card, so this is not your quickest option...Alternatively, you can go to any Money Mart location and ask for a Titanium pre-loaded MasterCard which you will receive right then and there. You will need ID and certain fees do apply.

Q. What is the deadline for returns?
A: You have up to 14 days to return your movie. If you do not return the movie, the credit card that you rented the movie with will be automatically charged a "no return fee" of $25.00 plus tax on the 14th day the movie is checked out. You can buy it right away (press the "Buy" option at the beginning of the transaction), return it as a regular "per day" rental, or, if you have enjoyed it for more than seven days, we assume that you will love it forever and we'll bill it to your credit card as a purchase. BUT, since we're nice guys, we'll even remove your rental charges, charging you ONLY the purchase price! (See our Rental Agreement on the keypad LCD screen just before you swipe your card for all the riveting details.)

Q: How does the kiosk work?
A: Browse. Select. Swipe. Return.
Browse the movies from the panel and glass door. Once you’ve made your decision what title to rent, press the RENT button. Enter the DVD slot number. Swipe your credit card. Once your credit is verified, the DVD door will open with your DVD. Take the DVD home and enjoy. To return a DVD, go back to the location you rented from, press the RETURN button and place DVD in the DVD door.

Q. What will my Credit Card Statement say?

A: OHANAFLIX or OHANAFLIX KAPOLEI HI

Q: What if I return the wrong DVD or an empty box?
A: The kiosk won’t accept the return if the box is empty or the DVD is different than the original rented DVD.

Q: Can I view the DVD box before I rent it?
A: You can view the box of the DVD before you decide to take it home. If you return it within 10 minutes, your credit card won’t be charged

Q: Can a business place an advertisement on the side panels?
A: Yes, it is possible to advertise on the side panels of the machine, or on the video screen. Contact sales@ohanaflix.com for pricing!

Q: Can I request classic titles?
A: Yes, please email us any classic title you would like to rent and the location. We are happy to fulfill your request.

Q: When are the movies updated?
A: The new releases are updated every Tuesday, which is the national release date.

Q: How many copies of each DVD are in the Rental Machine?
A: The number of copies per DVD varies dependent on the box office sales and popularity.

Q: How do I pay for renting a movie?
A: The machine accumulates charges PER DAY, PER DVD, plus tax every 24 hours the movie is rented. Your credit or check card is charged when you return the movie. No cash or gift cards! For any billing questions, please email support@ohanaflix.com. Please provide machine rented from, date, DVD title, and name on credit card.

Q: How many movies can I have out at the same time?
A: You can rent up to 4 DVDs at the same time on one credit card.

Q: What will happen if I lose the movie?
A: If you lose a movie, please contact Customer Service support@ohanaflix.com. For a lost movie, the credit card that you rented the movie with will be automatically charged the "no return fee" on the 14th day the movie is checked out.

Q: Is my credit card number safe? What is the credit card security?
A: We use the most secure method of credit card transactions. Your credit card number is not stored in the kiosk computer system and is encrypted in all transactions going to and from the bank. No card or other personal information is kept on this terminal (GeekSpeak=128 bit SSL encryption).

Q: Does the kiosk issue receipts?
A: At this time, the kiosk does not issue receipts. If you have a dispute, would like to review your account you can view and print receipt from The OhanaFlix Connection web site. Click on the Quick Receipt link. Enter your last name and the last 4 digits of your credit card. All transactions from that credit card will be displayed.

Q: Who maintains the machine?
A: The kiosk is independently owned and operated by OhanaFlix. OhanaFlix professionally maintains and services the machines.

Q: The DVD is scratched, damaged, or unplayable DVD. What do I do?
A: try cleaning the disc first. Always wipe the disc surface in a non-radial back-and-forth motion (from the center hole to the outer edge). Don't follow the concentric circles while cleaning. To hold the CD, insert a finger or thumb inside the center hole of the DVD or handle it by the edges but never touch the shiny surface.!

- If dust particles are sticking to the DVD surface, use a piece of soft cloth to wipe off the dust.

- If the DVD surface has fingerprint marks or feels sticky, use window cleaner and a soft cloth to gently rub the DVD surface. Make sure the DVD is completely dry (no water drops) before putting it back in the DVD player or case.

- If cleaning doesn't work or the disc is cracked, damaged, or still won't play, you can email us and report it at support@ohanaflix.com Please tells us where and when you rented the DVD and we will provide directions on what to do.

Q: Is there a playability guaratee on previously viewed DVD's?
A: DVD's for sale are in a "Good to Very Good" used condition. All DVD's sold from the machine are sold as is. All DVD's sold from www.ohanaflix.com are inspected and have 100% guaranteed playability. All DVD's come with hardcover cases and original artwork. Should you have a problem with a movie please email us at support@ohanaflix.com and we will replace the DVD.

Q: Will OhanaFlix buy back a DVD bought from the Rental Kiosk or online?
A: We will buy back any DVD purchased from OhanaFlix.com website or rental Kiosk. Email sales@ohanaflix.com for details.

Q: What do I do when the kiosk doesn’t work?
A: First, accept our apologies. We really hate that when it happens. Even the tightest system occasionally experiences a glitch. Please contact OhanaFlix via after housr phone number posted on the machine and tell us the problem you had. If you are unable to return your DVD we will credit you for the time the kiosk is offline.

Q: Do I have to return a DVD to the store from which I rented it?
A: YES! Each Kiosk manages it's own inventory, so the DVD needs to be returned to the Kiosk it was rented from.

Q: Does OhanaFlix offer the same choice of movies as a traditional video stores?
A: Yes, We attempt offer the same selection and acquires new releases on the same dates. New releaces are stocked in the rental machines every Tuesday.