Documents

Legal information
Documents:
  • Privacy Policy
    • Effective Date: 8 September 2026
    • Last updated: 8 September 2026
    1. Who we are

    Tripbox LTD (company number 17076930), trading as Tripanio, is the data controller.

    Registered office: 5 Brayford Square, London, England E1 0SG

    Website: tripanio.com

    Privacy contact: info@tripanio.com

    No Data Protection Officer is named.

    This policy is written for the UK GDPR. Where we offer the service to people in the EEA, we also treat the EU GDPR as applying to that processing.

    2. Data we collect
    • Name, surname and email.
    • Trip fields you enter: destination, dates, plan, number of eSIMs and data volume.
    • Chat content and files you upload (for example a PIR, policy pages, quotes, and any health details you choose to type).
    • Technical logs: IP address, device type and approximate location derived from IP.
    • Payment status from the payment provider. We do not store full card numbers on this website
    3. Why we process data
    • To perform the contract: deliver the bundle, eSIM, chat, alerts, claim files and provider payments.
    • Legitimate interests: security, fraud prevention and service improvement.
    • Legal obligation: accounting and dispute records.
    • Consent: marketing messages and non-essential advertising cookies, where consent is required.
    4. Who receives data

    We share data only as needed with: the payment provider; the eSIM vendor; the alerts vendor for the country you selected; the flight-claim vendor when you ask us to file; local providers you asked us to contact; hosting and email vendors; professional advisers; and authorities if the law requires.

    Advertising and measurement vendors we may use: Meta, TikTok, X, LinkedIn, Google Ads and Google Analytics. These organisations may process data in the United States and other countries. Where a transfer tool is required, we use the UK International Data Transfer Agreement / Addendum and/or the EU Standard Contractual Clauses, or another lawful mechanism.

    We do not sell personal data.

    5. How long we keep data

    Account, checkout and support records: up to 36 months after the end of the plan, longer if a dispute or cap payment is open.

    Accounting records: as UK law requires (often 6 years).

    Marketing records: until you unsubscribe.

    6. Your rights

    You may ask to access, correct, delete, restrict or object to certain processing, and to port data you provided, as the UK GDPR (and the EU GDPR where it applies) allow.

    You may complain to the Information Commissioner’s Office at ico.org.uk or to your local supervisory authority.

    To exercise rights, email info@tripanio.com. We may need to verify the requester.

    7. Children

    The service is for adults only. We do not open accounts for anyone under 18. We do not collect children’s data as customers. A personal adult plan does not cover travelling companions.

    8. Security and breaches

    We use reasonable technical and organisational measures.

    If a personal-data breach is likely to result in a risk to people, we notify the ICO as UK law requires.

    If that breach is likely to result in a high risk to you, we also email the address on your account. That customer email is in addition to the ICO notice, not instead of it.

    9. Marketing

    Receipts, eSIM delivery and case updates are part of the contract. Promotional email is sent only if you opted in, or as otherwise allowed by law. You can unsubscribe in the email.

  • TERMS OF BUSINESS & USE
    • Effective Date: 8 September 2026
    • Last updated: 8 September 2026

    These Terms of use are issued by Tripbox LTD (company number 17076930), a private company limited by shares registered in England and Wales, trading as Tripanio.

    Registered office: 5 Brayford Square, London, England E1 0SG

    Website: tripanio.com

    Privacy contact: info@tripanio.com

    Governing law and exclusive jurisdiction: the courts of England and Wales, without prejudice to mandatory consumer rights where you live. These pages are issued in English only. The English text prevails.

    1. Contract and product

    By using tripanio.com, starting checkout or paying, you contract with Tripbox LTD trading as Tripanio.

    You buy a travel services bundle: digital assistance, coordination, information, travel data (eSIM), and the limited payments described in Limits & Exclusions.

    The bundle is not an insurance policy and not an insurance contract. Tripbox LTD is not an insurance company and does not sell insurance. Purchase does not transfer insured risk to us and does not replace travel medical insurance, motor insurance, legal-expenses insurance or rental CDW.

    2. What is in the bundle

    After payment is accepted, the paid plan includes:

    Travel eSIM (data volume and number of profiles chosen at checkout); 24/7 travel concierge; medical assistance (coordination only); insurance assistance (guidance and file support); legal assistance (provider invoices up to the cap); flight-claim filing (you keep 100% of any award); luggage protection (airline file plus the lost-bag payment if the conditions are met); car protection (provider invoices up to the cap); guides and life hacks; realtime alerts for the country selected at checkout; travel VPN; tax-free / VAT refund guidance.

    Promotional prices and gift data may appear in ads or at checkout. They can change and are not part of these terms.

    3. Plans
    • This trip: the travel dates you select at checkout.
    • Monthly: a calendar subscription in USD, renewed until cancelled.

    The services in the bundle are the same. Only the payment period changes. Extra eSIM data and extra eSIM profiles may be priced on top of the plan.

    4. Personal bundle and age

    The bundle is personal to the paying customer. It does not automatically cover travelling companions.

    You must be 18 or over to buy and to hold an account. We do not open accounts for children. A minor is not a beneficiary of a parent’s plan.

    5. When access starts

    The contract starts when payment is accepted. From that moment the paid services are available: chat, eSIM issuance, alerts and the other lines listed above, subject to Limits & Exclusions and to network or provider availability.

    One eSIM QR is for one device. Do not install the same QR on a second phone.

    6. Sanctions

    We may refuse, suspend or cancel a purchase or a case where US sanctions (and applicable UK or EU sanctions) prohibit the person, the payment or the destination.

    7. Your obligations

    Give a true name, surname and email. Keep checkout data accurate. Do not resell the account, split one QR across two devices, or submit false claim documents.

    8. Chat — acceptable use

    Use chat only for your own paid plan. Do not send threats, illegal instructions, or another person’s identity documents without authority. We may suspend chat for abuse. Suspension does not by itself cancel a refund right under the Refund and cancellation policy.

    9. Partners

    Connectivity, alerts, payments and claim filing may be carried out through vendors. Tripbox LTD remains the seller. The customer contract is only these Terms plus Limits & Exclusions, Refund and cancellation, Privacy Policy and Cookie Policy. Vendors are not a second seller unless the law says otherwise.
    We are not the mobile network, the airline, the hospital, the insurer, the garage or the VAT-refund operator.

    10. Response times

    Any “minutes” figures on the site or in ads are marketing descriptions, not a contractual service level.

    11. Price, currency, renewal

    Charges are in USD as shown at checkout.

    A monthly plan renews automatically. We give one day’s notice before the renewal charge to the email on the account.

    Cancel in the customer account or by the cancellation form on the site, or email info@tripanio.com. Cancellation stops the next renewal. Refunds of money already paid follow the Refund and cancellation policy.

    12. Fraud and ban

    If we reasonably believe there is fraud, a duplicate or false case, or resale of the account, we may end this contract immediately, refuse to renew, and refuse future purchases from that customer.

    13. No professional advice; no guaranteed payout

    Nothing we send is medical advice, legal advice or tax advice beyond arranging third-party specialists as described. We do not guarantee that an insurer, airline, clinic, garage or refund desk will pay or admit you.

    14. Liability

    Nothing in these terms excludes liability for death or personal injury caused by our negligence, for fraud, or for any liability English law does not allow to be limited.

    Subject to that: we are not liable for treatment outcomes, insurer or airline decisions, radio coverage, a missing customs stamp, or a supplier no-show. Our total liability arising from a plan is limited to the fees you paid us for that plan in the 12 months before the claim.

    15. Force majeure

    We are not in breach for delay or failure caused by events beyond reasonable control, including network outage, strike, epidemic restrictions, war, act of government, sanctions, or a local provider’s refusal to take a patient or a vehicle.

    16. Changes

    We may update these terms for later purchases. The dated version on this page applies to purchases made after that date.

    17. Documents that form the contract

    Terms of use, Limits & Exclusions, Refund and cancellation, Privacy Policy, Cookie Policy, and the checkout confirmation.

    On caps, Limits & Exclusions control. On money back, Refund and cancellation controls. On personal data, Privacy Policy controls.

  • Refund and cancellation
    • Effective Date: 8 September 2026
    • Last updated: 8 September 2026

    Issued by Tripbox LTD (company number 17076930), trading as Tripanio.

    Contact: info@tripanio.com

    This Cookie Policy should be read with the Privacy Policy.

    1. 30-day refund

    You may ask for a refund within 30 days of payment by emailing info@tripanio.com or by using the account or site form.

    If the request is valid under this policy or under mandatory cooling-off law, we refund the sum paid for that purchase by the original payment method where the provider allows it, within 30 days of accepting the request.

    The 30-day refund applies even if the eSIM or chat has already been used.

    2. Monthly plans

    You may cancel a monthly plan at any time in the account or via the site form to stop the next renewal.

    If you also want the current period refunded, the 30-day rule in section 1 applies to that period’s charge.

    3. Promotions and gift data

    Discounts and gift data follow the same 30-day money-back rule. Gift data already consumed cannot be turned into extra cash beyond the amount you paid.

    4. Chargebacks

    Write to info@tripanio.com before opening a card dispute. If a chargeback is opened, we may pause the account while the payment provider investigates.

    5. Statutory cooling-off

    UK and, where they apply, EU consumer cooling-off rights are not removed. If digital content has already been supplied at your request, the law may allow a reduction of the refund by the value used. We still apply the 30-day rule in section 1 as a contractual refund period on top of those rights.

  • Limits & Exclusions
    • Effective Date: 8 September 2026
    • Last updated: 8 September 2026

    Issued by Tripbox LTD (company number 17076930), trading as Tripanio.

    Contact: info@tripanio.com

    Registered office: 5 Brayford Square, London, England E1 0SG

    This schedule describes what we do, what we pay, and what we do not pay. It is not an insurance policy and not insurance wording.

    Caps are in United States dollars (USD) per incident. We accept one payable incident per service line per calendar month of a paid plan. Amounts above a cap are yours.

    1. Medical Assistance

    We may find a doctor or clinic, help arrange transport to care, and stay on the chat.

    We do not pay hospital bills, treatment, drugs, diagnostics or medical-evacuation invoices. Those costs stay with you or your medical insurer.

    2. Insurance Assistance

    We may help you read a policy and build a claim file. We are not the insurer. We do not guarantee that the insurer will pay.

    3. Legal Assistance

    We may find a lawyer, translator or notary and pay that provider’s invoice directly, up to USD 1,000 per incident.

    We do not send cash to your card and we do not reimburse receipts after the fact.

    4. Chargebacks

    Write to info@tripanio.com before opening a card dispute. If a chargeback is opened, we may pause the account while the payment provider investigates.

    4. Luggage Protection

    We guide the airline file when a bag is missing.

    A cash payment of USD 1,000 from us is due only if all of the following are true:

    • the bag is declared lost (not merely delayed);
    • the airline refuses compensation in writing;
    • you send a classic lost-bag file, including the PIR / WorldTracer reference, the bag tag, and the written refusal; and
    • you notify us within 30 days after the bag is declared lost.
    Delay without a lost-bag refusal is not payable by us.
    5. Car Protection

    If your own car or a rental breaks down abroad and needs repair, parts, towing or emergency unlock, we may pay the workshop or specialist directly, up to USD 3,000.

    We do not pay cash to you. This is not motor insurance and not CDW. Collision bodywork and accident liability are not included.

    6. Flight claims

    We assess and file a passenger-rights claim under our Terms of use. If an award is paid, you keep 100% of that award.

    Not every flight qualifies. Extraordinary circumstances and routes outside the relevant law may mean no award. We do not ourselves pay the airline’s compensation.

    7. eSIM

    Coverage depends on the local network and the handset. We do not guarantee signal in every region. Install before you fly where you can. One QR is for one device.

    8. Concierge

    We organise the request. Supplier prices (stay, tickets, cars and similar) are charged by the supplier unless a written confirmation says they are included.

    9. Realtime Alerts

    Emails about the country selected at checkout. Information only. Not a government advisory and not an evacuation service.

    10. Travel VPN

    The VPN encrypts traffic you choose to send through it. It does not guarantee access to any website in any country.

    11. Tax-free / VAT guidance

    We explain the usual visitor refund steps. We do not pay the VAT to you. The scheme or the refund operator pays, and only if their rules are met, including, where relevant, non-resident status and a customs stamp before check-in.

    12. General

    We do not pay fines, bribes or penalties. If the file for a cap payment is incomplete, we do not pay.

    Sanctions, fraud, acceptable use and account bans are set out in the Terms of use.

    There is no extra exclusion list for alcohol, sport or altitude. The payment model in sections 1 to 6 still applies.