Core inclusions (applies to all packages)

Device (TourPal Travel Phone) — provided for the rental period.

Choice of iOS (Apple) or Android (customers select OS preference at booking; exact models depend on stock).

Local connectivity — 1 GB data + 60 minutes local calls per day, accumulated across the rental period (e.g., a 7-day package includes 7 GB data + 420 minutes calling). Allowance can be used flexibly throughout your rental.

• VPN options — multiple pre-installed VPN clients configured as backup options for international site/app access.

• Pre-installed essential apps — navigation, ride-hailing, food delivery, translation, payment guides, etc., plus a quick-reference Arrival Pack on the device.

• Detailed Itinerary & Arrival Pack (free) — after booking, we prepare a personalized itinerary draft and an arrival checklist (pickup instructions, transfer routes, hotel details, first-day plan).

• Day-0 Support (Arrival Welcome & Setup) — on pickup we help activate the SIM/eSIM, perform a brief walkthrough (SIM/eSIM status, key apps, privacy & logout tips) and ensure you can immediately go online and make calls.

• Communication & Liaison (1-to-1 local contact) — a dedicated local agent assigned to you for one-to-one support (text + phone), handling everyday questions, merchant liaison, booking confirmations, etc.

• On-Trip Live Support (24/7) — continuous support via AI + local human agents; priority human escalation in emergencies

• Accumulated by day: allowances stack across your rental (e.g., 3-day package = 3 GB + 180 minutes).

• Overage / Top-up: if you exceed the included allowance you can buy extra data or call packages instantly. (Example reference price: US$5 / GB or US$10+ per top-up; final price depends on carrier costs.)

• Multi-device / shared use: devices are intended for single-user use. If multiple people will share the device, please note this at booking and purchase additional data as needed.

Day-0 Setup (what happens at pickup)

• SIM activation / eSIM configuration, VPN activation, short tutorial on key apps, and preloaded itinerary upload.

• At airport pickup you’ll receive a one-page Quick Start Guide containing safety & privacy tips, logout instructions, and emergency contacts.

Communication & Liaison — Service Channels & SLA

• Channels: in-app messaging / WhatsApp / Telegram / WeChat (chosen based on customer preference and availability).

• SLA (recommended target): non-urgent requests typically answered within 15 minutes during working hours; urgent or emergency contacts receive immediate human escalation (target within 5 minutes).

• Scope: itinerary advice, route guidance, payment & ordering help, booking confirmations, liaison with local merchants. (Note: this is not a substitute for professional legal/medical services — in serious cases we will refer you to the appropriate authorities or professionals.)

On-Trip Live Support — Typical Scenario Examples

These examples show the type of immediate, empathetic, practical help we provide:

Common, actionable requests

• Can’t find hotel / denied check-in: we provide location guidance and call the hotel to resolve or arrange alternatives.

• Payment failed / card won’t bind: provide local payment alternatives and guidance (scan-to-pay, cash options) or contact the merchant on your behalf.

• Confused about subway/bus transfers: step-by-step walking or transfer directions, approximate transfer times, and ticket purchase instructions.

• Language barrier: instant voice/text translation or agent-mediated phone/chat translation.

• Restaurant ordering / allergy concerns: translate the menu and confirm ingredients with staff.

• Last-minute ticket changes (train / attraction): advise on rebooking procedures and nearest windows or online alternatives.

• Driver disputes / route issues: liaise with driver or arrange alternative transport.

Emergency & contingency support (designed for immediate empathy)

• Medical concern / need help finding care: provide nearest hospitals/clinics, call for ambulance/arrange language assistance, and connect with embassy/consulate support if needed.

• Device lost or stolen: assist with remote lock procedures, advise on police reporting, and guide insurance or claim steps.

• Major flight disruption: help reschedule device pickup/return, contact hotels or transfers, and offer alternative suggestions.

Optional Add-Ons (recommended)

• Extra data top-up: e.g., US$5 / GB (example) — instant purchase when you exceed allowance.

• Device insurance (optional): reduces liability for accidental damage or minor loss (suggested US$3–5/day or US$30 per trip).

• VIP fast-track line: priority human response and a dedicated senior adviser (e.g., US$10/day).

• Specific model / upgrade: if you request a specific phone model (beyond OS preference), a one-time surcharge may apply depending on model availability.

Ordering & Payment Notes (for booking page)

• Prices include the device, base connectivity allowance, Day-0 support, and 24/7 local live assistance unless otherwise stated.

• A credit-card pre-authorization or deposit may be required at pickup (see Terms & Conditions).

• Cancellations and refunds follow the stated Cancellation Policy (e.g., full refund ≥24 hours; tiered refunds under 24 hours).

• To extend your rental, request via the app or contact customer service; pricing will be recalculated based on the new total days and the applicable discount tiers.

Quick Summary (marketing short copy)

Four easy steps: Book → Receive free customized itinerary & Arrival Pack → Pick up at the airport and enjoy Day-0 onboarding + 24/7 local human support → Return before departure. Pricing starts at US$25/day, with greater discounts for longer rentals (7-day and 15-day packs offer the best value). Each package includes 1 GB data + 60 minutes calling per day (accumulated), on-site activation, and a dedicated 1-to-1 local contact.