Last updated: 29 September 2026
Cancellation Policy
TolSim eSIM plans are fulfilled digitally and usually move into supply shortly after payment. This policy describes the limited window in which an order can be stopped.
TolSim is a service of Skyline Solutions UAB, registration number 306947870, whose registered address is Giedraičių g. 39-R53, Vilnius, LT-09302, Lithuania. Cancellation enquiries should be sent to [email protected].
1. When an order can be cancelled
A consumer can request cancellation during the 14 calendar days following purchase only while the eSIM remains unsupplied. For this purpose, the order must still have no issued or delivered QR code, activation link, eID, profile or installation credentials.
We will check the order with our upstream provider. Cancellation can proceed only if the records also show that credentials were not generated, downloaded, installed, scanned or activated. Because fulfilment may be rapid, sending a request does not itself pause or cancel an order.
Section 5 of the Terms and Conditions contains the full digital-delivery and withdrawal rule and takes priority if there is any inconsistency.
2. How to ask us to stop an order
Write to [email protected] as soon as possible. Use the subject line “Cancellation request” and provide:
- your order number;
- the purchase date;
- the email address used for the order; and
- a short reason for the request.
Do not send a QR code, password or complete card details. We aim to examine the request and report our decision within three business days.
3. What happens if cancellation is accepted
We will stop fulfilment and return the eligible payment to the original payment method. Once released, a refund normally appears within five to ten business days, depending on the payment provider and bank. The Refund Policy contains the payment and review details.
4. If the eSIM has already been supplied
An order cannot ordinarily be cancelled once its access credentials have been issued or delivered, even if the eSIM has not been activated and no data has been used. At that stage, a request based on a technical failure is handled as a support or remedy claim rather than an order cancellation.
Contact us if a supplied eSIM does not work. A provider-verified defect may qualify for a refund or another remedy when it is inherent in the eSIM or Service rather than caused by incompatibility, a network lock, local coverage or restrictions, device configuration, or user error. The Refund Policy explains that assessment. Mandatory consumer remedies remain unaffected.
5. Cancellations initiated by TolSim
We may stop or reject an order where payment is not authorised, required verification fails, information supplied for the order is materially inaccurate, fulfilment is unavailable, fraud or misuse is reasonably suspected, or providing the Service would violate law or an upstream restriction.
If TolSim cancels an order before supply and the customer is not responsible for the cancellation, the amount paid will be returned. Where credentials have already been supplied, the Terms and Conditions, the Refund Policy and applicable law determine the result.
6. Applicable law
This policy is part of the contract governed by the TolSim Terms and Conditions and Lithuanian law. It does not displace mandatory rights or court protections available to a consumer under applicable law.
7. Contact
Skyline Solutions UAB
Registration number: 306947870
Registered address: Giedraičių g. 39-R53, Vilnius, LT-09302, Lithuania
Email: [email protected]
