Pick Your Online Travel Companion Plan

All policies are based on the service start time selected at the time of booking. Before the service begins, TourPal will send a final confirmation to the customer (including pickup time and location).
All time-based conditions (e.g., “24 hours,” “12 hours”) are calculated according to this final confirmed schedule, using the local time of the service region.

Please ensure that your contact information (phone/email/WeChat, etc.) is valid and that you can receive our confirmations and notifications.

Available systems: TourPal currently provides devices in two operating systems:

• iOS (Apple)
• Android

Model availability:
The service is limited to a set of supported models only (to ensure compatibility and maintenance efficiency).
A list of available models will be shown on the booking page or in the confirmation email.

Preferences during booking:
Customers must select their preferred operating system (iOS or Android) during booking, and may choose either:

• “Any available model,” or
• “Specific model (if applicable).”

TourPal will prioritize the preferred operating system. However, specific models cannot be guaranteed and will depend on inventory.

If a customer requires a specific device model (beyond just OS preference), they may request it during booking.
If the platform can accommodate it, additional fees may apply, and confirmation will be provided.

Compatibility reminders:
Operating systems differ in usage habits, app availability, login processes, and data restoration mechanisms.
When booking, please consider your familiarity with the chosen system.
If logging into Apple ID or Google accounts, please follow the guidance in the “Account & Data Usage Instructions.”

Inventory & replacements:
If the preferred model is unavailable at pickup, TourPal will offer:

A compatible replacement device within the selected OS, OR

An upgrade/compensation option.

If switching to a different OS, prior notification and confirmation are required.

Inspection at Pickup

At pickup, the staff and customer will inspect the device together, confirming:

• IMEI/serial number
• Physical condition (screen/body damage)
• Accessories (charger, cable, manual, SIM tray, etc.)

The customer must sign or digitally confirm a handover record (with photos as needed). This record is the official basis for later damage assessments.

Account & Data Usage Guidelines

TourPal does not recommend logging long-term primary accounts into the device (bank apps, personal email, etc.). If login is necessary, customers should:

• Use temporary credentials or verification codes
• Log out before returning
• Avoid storing sensitive data

iOS and Android differ in login and data recovery (e.g., iCloud vs Google).

Customers should follow the “visitor usage best practices” demonstrated at pickup.

Customers are responsible for backing up personal content before returning the device.

Device Return & Data Wiping

Upon return, the device will be jointly inspected. If confirmed undamaged:

• Deposits/pre-authorizations will be released or refunded, depending on bank timelines.

After return, TourPal will:

• Fully erase all data
• Restore factory settings
• Conduct security checks

Customers should back up any needed data beforehand.

Device Malfunction & Replacement

If the device malfunctions, customers may request:

• Same-city replacement
• Replacement at a designated location

TourPal aims to replace devices within 24 hours when feasible.

If special models (customer-requested) are unavailable for replacement:

• Alternative devices
• Or refund arrangements will be offered.

TourPal aims to balance fairness and operational practicality. The following rules apply to the combined device + service package:

Full Refund (≥ 24 hours)

If canceled 24 hours or more before the confirmed service start time, a 100% full refund will be issued.

Partial Refund (12–24 hours)

Cancellation 12–24 hours before the start time:

• 10% scheduling/preparation fee will be deducted
• Remaining 90% refunded

Partial Refund (< 12 hours)

Cancellation less than 12 hours before the start time:

• 30% scheduling/preparation fee deducted
• Remaining 70% refunded

Cancellation After Service Starts / Mid-Service Interruptions

Once the service is marked “started” (device has been officially handed over), if the customer cancels or cannot continue (including long periods of no response or early departure):

• Used days are non-refundable
• Unused days will be refunded at 80% of the remaining value

No-Show / Unresponsive Customers

If the customer fails to arrive or cannot be contacted within 12 hours of the agreed start time:

• Considered “No-Show/Service Interrupted”
• Remaining days will be refunded at 80%

Note: The “scheduling/preparation fee” covers:
Device preparation, SIM/eSIM setup, real-name registration, and manual itinerary planning.

Real-Name Registration & Personal Information

Activation of local SIM cards typically requires real-name verification (passport information). TourPal will assist with registration with customer consent. This information is used solely for compliance and service delivery.

Real-name data is encrypted and deleted/anonymized after the legally required retention period.

Privacy Protection Measures

After return, all devices undergo factory reset to protect user privacy.

TourPal does not access communication content for commercial use.

Any anonymized data used for service optimization will require consent under our Privacy Policy.

Account Security Recommendations

Customers should avoid storing sensitive login information.

If a security incident occurs, contact both TourPal and the relevant financial institutions immediately.

• Minor damage (small scratches, wear): A small inspection/cleaning fee may apply (typically less than several days of rental cost).
• Major damage (cracked screen, water damage, motherboard failure): Charged based on repair cost or depreciated device value (up to market value).
• Lost or stolen device: Customers must cover device replacement cost (based on current market value).
  If a police/airport loss report is provided within 48 hours, the fee may be partially reduced.

Deposit / Pre-Authorization: TourPal may place a credit card pre-authorization or collect a deposit at pickup.
It will be fully released or refunded once the device is returned in good condition.

For cancellations due to uncontrollable events such as flight delays, natural disasters, or sudden medical emergencies, please provide relevant supporting documentation (e.g., flight delay certificate, hospital documentation) as soon as possible. After verification, we will consider waiving part or all of the scheduling fees at our discretion and will process a refund or reschedule the service based on the actual circumstances.

Refunds will be primarily issued back to the client's original payment method (e.g., credit card, PayPal, WeChat, or Alipay). The time required for refund processing is typically 5–14 business days, which may vary based on the processing time of the acquiring institution or bank. Should the refund fail to return to the original method, our customer service team will contact you to assist in selecting an alternative refund method. Please note that any transaction fees or service charges imposed by the payment platform or bank (including currency exchange fees) are generally non-refundable, unless otherwise explicitly covered by our company.

The price displayed at the time of booking includes the service fee and platform fees. If your order includes pre-paid, non-refundable third-party components (such as third-party tickets or airfare), that specific portion of the fee will be processed according to the third-party supplier's refund policy. If the order was placed at a promotional or discounted price, the refund amount will be calculated based on the actual amount paid.

Please submit your cancellation request through the booking page or our customer service email/chat window, providing your order number and name. Our customer service team will respond within 24 hours to inform you of the refund process and estimated timeline. If the request is urgent and requires priority processing (due to emergency), please state this clearly in your message and attach the necessary documentation.

We reserve the right to make exceptions for individual, highly complex, or high-value orders within reasonable limits (e.g., extending the 12-hour window to 24/48 hours), and we will inform the client of such exceptions during the booking confirmation stage. Should there be any dispute regarding the refund outcome, please contact our customer service team first. If an agreement cannot be reached through negotiation, the dispute will be handled according to the agreed-upon dispute resolution mechanism (detailed in the service terms).