tukango offers a money-back guarantee, but the rules are specific. Here's a complete breakdown of what's covered, what's not, and how to navigate edge cases.
Full refund eligibility
You're eligible for a full refund if:
| Status | Refund eligible? |
|---|---|
| Purchased but not installed | ✅ Yes |
| Plan expired, eSIM never installed | ✅ Yes |
| Wrong destination ordered (eSIM not installed) | ✅ Yes |
| Duplicate purchase (eSIM not installed) | ✅ Yes |
Cases we review individually
In these cases, contact our support team and we'll review your request individually:
| Status | Refund eligible? |
|---|---|
| Installed, whether or not data has been used | Reviewed individually |
| Top-up purchases added to an existing eSIM | Reviewed individually |
| Device incompatibility discovered after the eSIM was installed | Reviewed individually |
Partial refunds
There are a few cases where we may offer a partial refund or store credit:
- Service issues: If you experienced no coverage, broken roaming agreements, or extended outages, contact support with details. We review case by case.
- Wrong country installed by mistake: If you installed the wrong eSIM, tell support as soon as you notice; each case is looked at individually and we may be able to offer credit toward the correct one.
- Network limitations: If your destination's coverage was significantly worse than advertised, we may compensate.
How to request
The fastest way is email:
- Send an email to support@tukango.com
- Subject line: "Refund Request — [Order Number]"
- Include your registered email and order number
- Briefly explain the reason (optional)
You can also use the contact form on the support page. Every request is read and answered by a person who can see your order.
Refund processing
| Stage | Typical time |
|---|---|
| Review & approval | Reviewed personally; no fixed turnaround |
| Refund initiation | Automatic, no waiting |
| Funds back to your bank | 5-10 business days, handled by your bank |
Refunds always go back to the original payment method. We can't redirect to a different card or account.
Edge cases
I bought the wrong country
Contact support and leave the eSIM uninstalled. An eSIM you haven't installed can be refunded in full at any time — we'll refund the wrong one and you can buy the correct one.
My phone isn't compatible
We strongly recommend checking compatibility before buying. If you bought without checking and the eSIM has not been installed, you can request a full refund at any time. If it has already been installed, contact support and we will review your request with you.
My trip got cancelled
If you haven't installed the eSIM, you can request a full refund at any time — there's no deadline. If you installed it but the trip didn't happen, contact our support team and we will review your request with you.
I want to extend the validity instead
If your trip is postponed, an eSIM you have not installed stays valid for 180 days from purchase on almost all plans, so there is often no need for a refund at all. And if a plan runs out while you are travelling, you can top up instead of buying a new eSIM.
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