Refund and Returns Policy
Trailwise Atlas products are downloadable and cannot be physically returned. We assess requests according to access status, the advertised file description, and applicable consumer law.
Before access
If you ordered the wrong regional kit and have not accessed the files, contact us promptly with the order reference. We may cancel or exchange an unaccessed order after verification.
Downloaded kits
Once copyable route files have been supplied or downloaded with your consent, the order is normally final unless the product is defective or mandatory law requires another remedy.
File defects
A corrupted archive, missing advertised format, or kit materially different from its listing should be reported within fourteen days. We will restore the link, replace the file, or issue a correction first.
Changing outdoor conditions
Weather, closures, fire restrictions, land access, seasonal hazards, transport changes, and personal route suitability are not digital delivery defects. Always confirm live conditions through appropriate official sources.
Refund outcome
If a verified material file problem cannot be corrected within a reasonable time, we will provide the legally required remedy, which may be a full or partial refund to the original payment method.
Request details
Email hello@trailwiseatlas.com with the order reference, kit name, device or app, and screenshots or exact error text. Do not send card credentials.