Last updated on October 14, 2025.
Refund Policy
At Tolsim, we aim to ensure every customer is satisfied with their eSIM purchase.
Because eSIMs are digital products delivered electronically, certain refund restrictions apply.
Please read this policy carefully before completing your purchase.
Company: Skyline Solutions UAB
Address: Giedraičių g. 39-R53, Vilnius, LT-09302
Company Reg. No.: 306947870
Email: info@esimee.com
Non-Refundable Products
Once the eSIM QR code, activation link, or installation details have been delivered (via email or user account), the product is considered used and non-refundable, whether or not you choose to activate it.
This rule applies because each eSIM profile represents a one-time digital delivery that cannot be retracted, resold, or reassigned once issued.
Once delivered, eSIM credentials (QR code, activation link, or eID) are deemed digital content supplied on a durable medium under Directive (EU) 2019/770. Such delivery is irreversible and constitutes full performance of the service. Therefore, no refund or withdrawal right applies after the eSIM credentials have been provided.
Refund Eligibility (Before Delivery)
A refund may be approved only before the eSIM activation details (QR code, activation link, or installation credentials) have been issued or delivered to you.
Refunds can be considered in the following cases:
You purchased the wrong product, and the eSIM details have not yet been delivered.
Your device is not compatible with eSIM technology, and activation has not occurred.
Your payment was accidentally duplicated.
All refund requests submitted before delivery are subject to technical verification by our systems and upstream service provider to confirm that the eSIM profile was not generated, downloaded, or activated in any form.
Refund requests must be sent to info@esimee.com within 14 days from the date of purchase.
If approved, refunds will be issued to the original payment method used for the order, in accordance with our Terms and Conditions and the refund policies of our acquiring partner.
Ineligible Refund Situations
Refunds cannot be granted in the following situations:
The eSIM profile (QR code, activation link, or installation details) has already been delivered, downloaded, activated, or scanned — regardless of whether data usage has occurred.
Any connection, speed, or coverage issues arising from third-party operator networks, local roaming restrictions, or device-specific settings.
Incorrect installation, activation, or configuration caused by user error.
You have changed your mind, no longer require the service, or purchased the product for travel that was later cancelled or postponed.
The device used is locked, incompatible, or otherwise not eSIM-enabled, and the issue was discovered after activation.
Any service interruptions, quality degradation, or incompatibility resulting from local regulations, operator policies, or device software updates.
We are not responsible for network performance, signal coverage, or service availability, as these depend on third-party telecommunications operators outside our direct control.
How to Request a Refund
To request a refund, please contact our support team at info@esimee.com within 7 calendar days from the date of purchase.
Refund requests submitted after this period may not be eligible for review unless required by applicable consumer protection law.
Your request must include the following details:
Order number
Date of purchase
Reason for the refund request
Confirmation that the eSIM has not been activated, scanned, or installed
Upon receiving your request, we will review it within three (3) business days and contact you via email with the outcome or additional instructions.
All refund requests are reviewed individually based on technical verification logs and activation data provided by our upstream eSIM service partner.
If a refund is approved, it will be issued to the original payment method used for the purchase.
Refunds are processed through our acquiring/payment partner, and the timing of funds appearing on your account depends on your bank’s processing cycles (typically 5–10 business days).
Information submitted in connection with a refund request is processed in accordance with our Privacy Policy and used solely for verification, compliance, and fraud-prevention purposes.
Refunds are handled in accordance with this Refund Policy and the Terms and Conditions of Skyline Solutions UAB.
Important Notes
Each refund request is evaluated individually, based on the technical verification of activation data and delivery records obtained from our upstream eSIM provider.
If a refund is approved, the amount will be credited to the original payment method used for the order. Refund processing times may vary depending on your payment provider, but typically take 5–10 business days.
All refunds are subject to verification by our acquiring/payment partner, and may require confirmation of transaction authenticity or additional documentation.
In compliance with EU consumer protection law, and pursuant to Article 16(m) of Directive 2011/83/EU, by purchasing and requesting immediate delivery of a digital eSIM you expressly consent to the immediate performance of the service and acknowledge that your statutory 14-day withdrawal right no longer applies once the eSIM credentials have been delivered.
Skyline Solutions UAB is not responsible for any delays, restrictions, or service interruptions caused by third-party telecommunications operators, network outages, or local regulatory limitations.
This Refund Policy is an integral part of the Terms and Conditions and shall be interpreted in accordance with Lithuanian law and applicable EU consumer protection regulations.
Contact
For any questions about this Refund Policy, please contact us at:
info@esimee.com
Skyline Solutions UAB, Maučiuvio g. 17–4, Nairiai, LT-39380 Pasvalys, Lithuania
Reg. No 306947870
