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 |
| Installed but not activated (no data used) | ✅ Yes |
| Plan expired without ever being used | ✅ Yes |
| Wrong destination ordered (within 24h) | ✅ Yes |
| Duplicate purchase (within 24h) | ✅ Yes |
Not eligible for a refund
You can't get a refund if:
| Status | Refund eligible? |
|---|---|
| Activated and any data used | ❌ No |
| Already topped up | ❌ No |
| More than 30 days since purchase | ❌ No |
| Refund requested due to your device's incompatibility (you should check before buying) | ❌ Limited |
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 activated by mistake: If you activated the wrong eSIM and contacted us within minutes, we may 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. Average response time during business hours is under 10 minutes.
Refund processing
| Stage | Typical time |
|---|---|
| Review & approval | 10-60 minutes (business hours) |
| Refund initiation | Same day |
| Funds back to your bank | 5-10 business days |
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 within 24 hours and don't install the eSIM. We'll refund the wrong purchase 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 discovered incompatibility, contact support — we may offer a partial refund for non-installed eSIMs as a one-time courtesy.
My trip got cancelled
If you haven't installed the eSIM, you're eligible for a full refund. If you installed but didn't activate (didn't travel), you're still eligible. Contact us within 30 days of purchase.
I want to extend the validity instead
We can sometimes extend an unused eSIM's validity by a few days as an alternative to a refund. Ask support — flexibility depends on the destination.
Was this article helpful?
Your feedback helps us improve our articles.
Related articles
How to request a refund
Learn about our money-back guarantee and how to request a refund for unused eSIMs.
ReadAccepted payment methods
All the ways you can pay for a tukango eSIM — credit cards, mobile wallets, and more.
ReadHow to top up your eSIM data
Add more data to your existing eSIM without reinstalling.
ReadStill need help?
Our support team typically responds within 10 minutes.