Refund policy

TrailSim sells digital eSIM data plans. An eSIM becomes permanently tied to your device the moment it is installed, so refund eligibility depends on one simple question: has the eSIM been installed yet?

Not installed

Full refund within 14 days

Installed or data used

Non-refundable

Activation failure on our side

Replacement or full refund

Route report

Free inclusion — never charged

1. Full refund — uninstalled eSIMs

If you have not installed the eSIM on any device and no data has been used, you can request a full refund within 14 days of purchase — for any reason, including a change of plans or discovering that your phone is not eSIM-compatible or is carrier-locked. We confirm with our network partner that the eSIM is unused, cancel it, and refund the full amount to your original payment method.

2. After installation

Once the eSIM has been installed (its QR code scanned or the profile added to a device), it is activated with the carrier network and can no longer be returned, transferred or resold. Installed or partially used plans are therefore non-refundable, and deleting the profile from your phone does not reverse this. If something has genuinely gone wrong with an installed eSIM, contact us anyway — where our network partner grants an exception on review, we pass the refund on to you in full.

3. Failed installation or activation

If the eSIM cannot be installed or does not activate, contact support@trailsim.com and we will troubleshoot with you. If the problem turns out to be on our side or our network partner's side and cannot be fixed, you choose: a replacement eSIM or a full refund. If the eSIM was never successfully installed, section 1 applies regardless of the cause.

4. The route coverage report

The route coverage report (web, PDF and GPX) is included free with every order. It has no separate price, and receiving it does not reduce or affect any refund under this policy.

5. How to request a refund

Use the self-service form above with the order reference from your confirmation email — eligible orders are refunded immediately, around the clock. Prefer a person? Email support@trailsim.com from the email address used at checkout with your order reference; we reply within 2 business days. Either way, refunds are issued through Stripe to the original payment method and typically appear on your statement within 5–10 business days, depending on your bank.

6. Your statutory rights

Nothing in this policy limits any non-waivable rights you hold under the consumer protection laws of your country of residence.