FREQUENTLY ASKED QUESTIONS
FAQ
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Find answers to common questions about TRASTRA services, pricing, bookings, remote support, on-site concierge, and policies.
SERVICES
What services does TRASTRA provide?
TRASTRA provides Online Consultation, Remote Concierge, TRASTRA SOS, and TRASTRA Premium.
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Who can use TRASTRA?
TRASTRA is designed primarily for international athletes competing or training in Japan, with support also available for registered coaches, family members, managers, and travel companions.
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Do you support sports other than bodybuilding?
Yes.
TRASTRA originally developed its athlete-support experience through bodybuilding and physique sports, but also supports athletes in BJJ, MMA, combat sports, HYROX, functional fitness, strength sports, and other individual sports.
If your sport is not listed, please contact us. Support may still be available depending on your needs.03
Can family members and coaches also receive support?
Yes.
Family, coaches, managers, and registered travel companions can be included depending on the selected service and support scope.
Premium plans can include broader family and travel-party assistance.04
What languages does TRASTRA support?
TRASTRA currently provides support primarily in Japanese and English.
Japanese support is native-level, and communication with international athletes is generally provided in English.
For other languages, support may be possible through translation tools or external partners depending on the request, but availability is not guaranteed.05
Can family members and coaches also receive support?
TRASTRA can provide sightseeing, dining, shopping, and lifestyle support based on your interests, schedule, and budget.
Support is not limited to Tokyo. Depending on the service agreement, duration, and travel budget, TRASTRA can also coordinate or accompany trips to destinations such as Kyoto, Osaka, Hokkaido, and other regions of Japan.
Dining support can also be tailored to your preferences, dietary restrictions, allergies, and competition schedule.
TRASTRA can recommend and coordinate experiences such as:
■ High-quality Japanese restaurants
■ Steak and seafood restaurants
■ Sushi and traditional Japanese dining
■ Fine dining and course menus
■ Restaurants with special presentation or entertainment
■ Athlete-friendly restaurants
■ Restaurants suitable for families or groups
■ Post-competition dining experiences
■ Restaurants selected around allergies, food restrictions, or preferred ingredients
For Premium and custom concierge services, more detailed itinerary planning and restaurant selection can be arranged according to your budget and preferences.
Travel, accommodation, transportation, tickets, meals, and other third-party costs are charged separately.06
Pricing & Payment
How is pricing calculated?
Pricing depends on the service type, duration, location, urgency, workload, research requirements, and level of support.
Some services have standard starting prices, while Premium, on-site, long-duration, and complex requests are quoted individually.01
Do I need to pay in advance?
Yes, in principle.
TRASTRA service fees are generally paid in advance before work begins unless otherwise agreed.02
Are transportation and third-party costs included?
No.
Transportation, purchases, delivery fees, facility fees, medical providers, photographers, drivers, and other external costs are normally charged separately as actual expenses.03
Is a deposit required?
A deposit may be required where TRASTRA needs to make purchases, bookings, transportation arrangements, or other payments on your behalf.
Any remaining balance or additional expenses may be settled after the service.04
Remote Concierge
What is included in Remote Concierge?
Remote Concierge supports athletes before and during their stay in Japan.
Depending on the plan, support may include:
■ Accommodation research
■ Transportation planning
■ Gyms and training facilities
■ Food and grocery research
■ Restaurant reservations
■ Japanese communication
■ Product and facility searches
■ Delivery coordination
■ Recovery facilities
■ Family and travel-party support01
What is the difference between pre-arrival and in-Japan support?
Pre-arrival support focuses on planning and preparation before you travel to Japan.
In-Japan support focuses on real-time remote assistance during your stay, including reservations, Japanese communication, transportation, searches, and local coordination.02
Can you search for specific food or products?
Yes.
Standard searches may be included depending on your plan.
Requests requiring multiple phone calls, detailed sourcing, long research time, or complex comparisons may be treated as Extended Search and charged separately.03
Can you call Japanese stores or facilities for me?
Yes.
TRASTRA can contact Japanese stores, gyms, hotels, restaurants, and other facilities to confirm information, availability, reservations, or service conditions.04
TRASTRA SOS
Can I use TRASTRA SOS without a prior contract?
Yes.
TRASTRA SOS is designed for athletes who suddenly need help in Japan even if they do not already have a Remote Concierge or Premium contract.01
What kind of problems can TRASTRA SOS help with?
Examples include:
■ Urgent food or product searches
■ Japanese phone calls
■ Lost-item inquiries
■ Transportation problems
■ Urgent reservations
■ Hotel communication
■ Facility searches
■ Booking changes
■ Medical coordination02
How quickly can TRASTRA respond?
Response depends on staff availability, time, location, urgency, and the nature of the request.
Priority and Urgent SOS requests are handled with higher priority where possible.
TRASTRA does not guarantee a specific result within a fixed period of time.03
Is SOS charged even if the problem is not solved?
Yes.
SOS fees are charged for the research, communication, calls, and coordination work performed.
TRASTRA does not guarantee that a product will be found, a lost item recovered, or a reservation successfully completed.04
Can SOS include on-site assistance?
Sometimes.
TRASTRA SOS is primarily a remote service, but on-site assistance may be available depending on location, timing, staff availability, and the nature of the request.
On-site SOS is quoted separately.05
TRASTRA Premium
What does TRASTRA Premium include?
TRASTRA Premium is a pre-arranged on-site concierge service for athletes who want dedicated local support in Japan.
Depending on the agreed scope, support may include:
■ Airport and accommodation assistance
■ Transportation coordination
■ Grocery and shopping support
■ Gym and training support
■ Tanning, grooming, and recovery coordination
■ Competition-day assistance
■ Japanese communication
■ Dining support
■ Family and coach assistance
■ Sightseeing and shopping
■ Photography coordination
■ Medical coordination
■ Emergency support01
Does TRASTRA provide transportation directly?
TRASTRA staff do not normally drive clients.
Where transportation is required, TRASTRA can coordinate taxis, hired vehicles, professional drivers, public transportation, or other suitable options02
How quickly can TRASTRA respond?
Response depends on staff availability, time, location, urgency, and the nature of the request.
Priority and Urgent SOS requests are handled with higher priority where possible.
TRASTRA does not guarantee a specific result within a fixed period of time.03
Can TRASTRA attend competition day with me?
Yes, where included in your Premium booking.
TRASTRA can assist with local communication, venue logistics, transportation, urgent purchases, family coordination, and other non-competition tasks.04
Does TRASTRA manage my competition schedule?
No.
TRASTRA can support travel and logistics based on the confirmed schedule you provide, but responsibility for registration, weigh-in times, check-in times, categories, rules, and official competition schedules remains with the athlete, coach, or manager.05
Can family or coaches be included?
Yes.
Registered family members, coaches, managers, and travel companions may be included depending on the agreed service scope.
Larger groups or additional staffing may require an additional fee.06
Medical Coordination
Does TRASTRA provide medical advice?
No.
TRASTRA is not a medical provider and does not provide diagnosis, treatment decisions, medication instructions, prescription advice, or hormone-management decisions.01
Can TRASTRA arrange a doctor or clinic?
Yes, where appropriate and available.
TRASTRA may help identify medical providers, coordinate appointments, and connect clients with qualified physicians or clinics.02
Can TRASTRA help with communication at a medical facility?
Yes.
TRASTRA may assist with general Japanese communication and appointment coordination.
However, TRASTRA does not provide specialist medical interpretation or make medical decisions on behalf of a doctor or client.03
Who makes medical decisions?
All medical advice, diagnosis, treatment, prescriptions, and medication decisions must be made by appropriately licensed medical professionals.
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Competition Responsibilities
Does TRASTRA manage competition registration and deadlines?
No.
Competition entry, registration, eligibility, deadlines, categories, and official requirements remain the responsibility of the athlete, coach, or manager.01
Who is responsible for weigh-in and competition times?
The athlete, coach, or manager is responsible for confirming and managing official times and schedules.
TRASTRA can assist with transportation planning based on confirmed information provided by the client.02
Can TRASTRA help confirm Japanese competition information?
Yes.
TRASTRA can help translate or confirm Japanese information and may contact organizers or venue staff where appropriate.
However, the final responsibility for confirming official competition information remains with the athlete, coach, or manager.03
Changes, Cancellation & Legal
Can I change my booking?
Usually, yes, depending on availability and the requested change.
Changes to dates, location, service hours, scope, or staffing may result in additional fees.01
What is the cancellation policy?
Cancellation conditions depend on the service, timing, work already completed, third-party reservations, and expenses already incurred.
Remote planning work may become non-refundable once research or preparation begins.
SOS fees are non-refundable once work has started.02
What happens if a third-party service is cancelled?
Third-party providers operate under their own policies.
Refunds, cancellation fees, service changes, and availability are subject to the provider’s own terms.
TRASTRA does not guarantee the performance of independent third parties.03
Is there a limit to remote support?
Yes.
Remote Concierge plans are provided on a reasonable-use basis.
Extended research, repeated calls, complex sourcing, long-duration coordination, or work materially outside the agreed scope may require additional fees.04
Does TRASTRA provide 24-hour support?
Not by default.
TRASTRA does not guarantee 24-hour availability or immediate response unless specifically agreed in advance.05
Where can I read the full Terms & Policies?
Please see the Legal & Policies page for full details regarding payment, cancellation, responsibilities, third-party services, medical disclaimers, privacy, and other service conditions.
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