Last updated: 29 September 2026
Refund Policy
This policy explains when TolSim will consider a refund for an eSIM order and how to submit a request. TolSim is operated by Skyline Solutions UAB, registration number 306947870, registered at Giedraičių g. 39-R53, Vilnius, LT-09302, Lithuania.
The digital-supply and withdrawal rule in Section 5 of our Terms and Conditions governs this policy. In brief, issuance or delivery of the eSIM access material is the decisive point; later activation is not.
1. Requests made before digital supply
You may ask for a refund within 14 calendar days after purchase if the QR code, activation link, eID, profile or installation credentials have not been issued or delivered.
Approval depends on verification by TolSim and the upstream provider that no credential or profile has been generated, downloaded, installed, scanned or activated. Subject to that check, reasons for a request may include selecting the wrong plan, discovering device incompatibility before supply, or placing a duplicate order by mistake.
2. Requests made after credentials are delivered
A delivered eSIM is unique digital content. It cannot ordinarily be returned for a change of mind, an abandoned or postponed trip, an accidental selection discovered after delivery, or a decision not to use the plan. Lack of activation or data use does not by itself create refund eligibility.
You may nevertheless qualify for a refund or another legal remedy if the eSIM or Service is technically defective, the upstream provider verifies the defect, and it was not caused by:
- an incompatible or network-locked device;
- weak or unavailable coverage at the user’s location;
- local law, roaming controls or other regional restrictions;
- incorrect installation, device settings or configuration;
- deletion, transfer, repeat scanning or other user handling of the eSIM; or
- another act or omission outside the supplied eSIM or Service.
This policy does not limit any remedy that must be provided under applicable consumer law.
3. Network and device issues that are not product defects
Mobile service is delivered through third-party networks. Variations in signal, speed, latency or availability do not establish a defect where the plan is capable of operating as described on a compatible, unlocked and correctly configured device in a covered location.
Before requesting a refund for a technical problem, follow the installation instructions and contact support. We may need to distinguish an eSIM fault from a device setting, network condition or destination restriction.
4. How to submit a request
Email [email protected] with:
- the order number and purchase date;
- the reason for the request;
- whether any credentials were received, opened, downloaded, scanned or installed;
- the device model and destination, if the request concerns a technical fault; and
- relevant screenshots or error details that do not expose the QR code, password or full payment-card information.
For a pre-delivery withdrawal, the email must reach us within the 14-calendar-day period described in Section 1. Fault and statutory-remedy claims are handled within the time limits required by applicable law.
5. Review and verification
We aim to review a complete request within three business days. We may ask for additional information or obtain delivery, profile, activation and network-status records from the upstream provider. If information needed for verification is missing, the review may pause until it is supplied.
We will email the outcome. Approval may be for a refund or, for a technical defect, another remedy available under the Terms and applicable law.
6. Payment of an approved refund
An approved refund is sent to the payment method used for the order. After TolSim releases it, the payment provider or bank will typically need five to ten business days to post the amount. That estimate is not a guarantee because posting is controlled by those institutions.
7. Legal framework
This Refund Policy forms part of the TolSim Terms and Conditions. It is governed by Lithuanian law, while preserving any mandatory consumer protection that applies in the customer’s country of residence.
8. Contact
Skyline Solutions UAB
Registration number: 306947870
Registered address: Giedraičių g. 39-R53, Vilnius, LT-09302, Lithuania
Email: [email protected]
