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.

Pickup & Return Cities (Important – Must Read)

TourPal Travel Phone is currently available for pickup and return at major arrival and departure airports in the following cities:

Beijing:

• Beijing Capital International Airport (PEK)

• Beijing Daxing International Airport (PKX)

Shanghai:

• Shanghai Pudong International Airport (PVG)

• Shanghai Hongqiao International Airport (SHA)

Guangzhou:

• Guangzhou Baiyun International Airport (CAN)

Shenzhen:

• Shenzhen Bao’an International Airport (SZX)

If you need us to arrange hotel delivery or pickup/return at a railway station (e.g., hotel front desk delivery or a designated meeting point at a high-speed rail station), please contact customer service during booking or prior to pickup to confirm feasibility, time windows, and any small delivery fees that may apply.

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.