- GENERAL INFORMATION
- PROMO CODES
- TUANGO DOLLARS (ACCOUNT CREDITS)
- GIVE A TUANGO OFFER AS A GIFT
- PAYMENT AND HANDLING
- TUANGO BOUTIQUE
- GENERAL REFUND POLICY
- REFUND AND RETURN POLICY-TUANGO BOUTIQUE
- “SHARE AND RECEIVE” PROGRAM
- WHAT IS A FREE OFFER?
- MULTI-MERCHANT OFFER
- OFFERS YOU MUST “CLAIM” ON SITES OTHER THAN TUANGO
- BOOKING SYSTEM
- OPERATION ENFANT SOLEIL
- TUANGO WANTS TO SPOIL YOU
- CONTACT US
What is Tuango?
Tuango is a website that delivers unbelievable local offers to its members. Every day, we feature brand new and unbeatable offers on a wide variety of products, restaurants, hotels, events, and services in your area.
Tuango harnesses its group buying power from its large number of members to negotiate local and national exclusive offers with merchants. By working with businesses and bringing them a minimum number of customers, we are able to provide the best discounts around. Therefore, you get to save money and businesses get to garner a new clientele. It’s a win-win situation for all!
Do I have to invite my friends to sign up to get an offer?
No. That said, you can earn rewards by inviting your friends. Visit our “SHARE AND RECEIVE” PROGRAM section for more information.
How can I get today’s offer?
It’s simple! You can simply click on the orange “BUY” button on the offer’s page. Warning: our offers are offered in limited quantity and for a limited time. Be quick to grab our exceptional offers before they pass right under your nose.
Once your purchase is complete, you will receive a confirmation email in which you will find a link to download your Tuango coupon. This coupon will also be available as an attachment to the confirmation email.
When purchasing a product, the confirmation email will include all the details about your order as well as the address to which the product will be sent.
Please make sure to check the information contained in this purchase confirmation email to make sure you don’t end up with a service/product that does not correspond to your expectations.
If you notice an error in your purchase confirmation, please contact our customer service as soon as possible by clicking here.
Please note that you won’t be able to purchase a Tuango voucher with a product from the Boutique by Tuango. You will have to buy them in two different transactions.
How can I hear about the new Tuango offers?
Will I be billed as soon as I join Tuango?
How long do offers last?
This varies from one offer to the other. However, each offer is available for a limited amount of time, so you must act quickly! Check the counter to see the offer’s remaining time. But be careful, if the amount of coupons/products is reached before the offer’s expiration, you will not be able to buy it. Do not miss your chance!
I did not receive my voucher / I lost my voucher, what should I do?
You can find all your Tuango coupons directly on your account. To retrieve a coupon, simply go to the Tuango website, sign in by clicking on “My account”, then go to “My Purchases” or “My Gifts”. The coupons purchased can be found in these two sections and are ready to be printed.
If you don’t have a Tuango account and you made a purchase as a guest, please contact us so that we can send you your coupon.
What happens if I forget my username or password?
Your username is the email address you use to receive your Tuango newsletter. If you forgot your password, simply click on “Forgotten password” to receive an email inviting you to reset it.
If you have an email address from Vidéotron and you don’t receive the email prompting you to create a new password, please contact us for further assistance.
Don’t forget to check your spam folder, as the email could have accidentally landed there.
I bought on Tuango and was automatically subscribed to the newsletter. How come?
In accordance with Law C-28, and after making a purchase with us, please note that you will be automatically subscribed to our newsletter so that you can take advantage of our exclusive promotions and our flash sales. You can unsubscribe at any time by accessing your preferences. It pays to be a Tuango member!
What’s a Promo Code?
It is not necessary to have a Promo Code to complete your purchase. Simply leave the field empty and click on “Complete my order”. Promo Codes give you access to Tuango Dollars or discounts on purchases made on Tuango. We give them away during contests and other promotional campaigns.
I bought a Tuango offer, but I’m not sure how to use it. What do I do now?
Once you buy a Tuango offer, your card will be charged and an email will be sent to you with your coupon(s). Alternatively, you can sign into your Tuango account to retrieve and print your offer. The coupon will have its own redemption instructions written on it. Please note that in most cases you don’t need to print your coupon; if you have a smartphone, you can simply show it in electronic format to the merchant.
If I don’t use the full value of a Tuango offer within my visit, can I use the remaining balance later?
No. Unless the Tuango coupon specifically states otherwise, you will not receive store credit or cash back for the unused amount. Use it to treat a friend instead!
Can I apply the value of my Tuango offer on another offer?
No. Unless the Tuango coupon specifically states otherwise, it is only valid for the offer you have purchased and its validity period.
How will I be charged consumer taxes?
In most cases, merchants doing business with Tuango are responsible for charging and/or remitting consumer taxes on their products and services. Some merchants may have to charge taxes differently because of limitations with their cash register systems but here are examples of how consumer taxes should be charged when using your Tuango coupon:
Example: $19 for $40 (Taxes not-included)
|Minus: Tuango Discount||$-21.00|
|Plus GST (5%)||$0.95|
|Plus QST (Quebec - 9.5%)||$1.81|
|Minus price paid for the Tuango voucher||$-19.00|
|Client pays merchant||$2.76|
Example: $19 for $40 (Taxes included)
|Minus: Tuango Discount||$-21.00|
|Total (tax incl.)||$19.00|
|QST (Quebec - 9.5%)||$1.65|
|Minus price paid for the Tuango voucher||$-19.00|
|Client pays merchant||$0|
I have a problem with a merchant featured on Tuango. What should I do?
The merchant is responsible of offering the service or product as well as honouring all Tuango coupons according to the specified terms and conditions. Please contact the merchant directly for any complaints or comments concerning the merchant.
If you are unsuccessful in solving the problem directly with the merchant and that your coupon has not expired, please contact us by clicking here.
Please note that once the coupon has expired, Tuango remits payment to the merchant and charges them a marketing fee. If the coupon is expired and unless indicated otherwise, it shall remain valid for the amount paid to the merchant, subject to the same terms and conditions specified.
How can I feature my business on Tuango?
We have an entire section dedicated to this topic. Please refer to our merchant page.
__For the Flash Sale CYBER MONDAY 2020, the wheel must be turned in order to get a promotional code. You must enter your email, accept the terms and conditions of Tuango and click to activate the wheel. The prize appears and you must click to accept it for the promo code to appear. From this moment, a timer will appear indicating the number of minutes you have left to use your promo code. Please note that the code is valid only on Monday November 30, 2020 until 11:59pm. Valid on most of Tuango offers except for the offers with the mention ‘’ Please note that no Tuango promotion is applicable on this offer (promotional code or cash back)’’. Taxes are applicable on the price of the voucher before the discount. Not applicable on previously made purchases and on 0$ deals. Non applicable on Reservit offers (online reservation platform through Tuango) and on offers without any price indicating only ‘’Claim’’. Taxes are included in the discount. A valid Canadian shipping address is required to benefit from the free shipping promotion. __
Have you lost your promo code? You can use this promo code to get a 10% discount in replacement of the code you have lost: CYBER10. The code CYBER10 is valid only on November 30, 2020 until 11:59pm.
What are Promo Codes?
Promo Codes consist of an alphanumeric code that can be entered when purchasing an offer online. They have an expiration date ranging from a few hours to six months from the time they were issued. You receive them during contests, other promotional campaigns or by participating to our “Share and Receive” program. They also can be given to you by our customer service.
How to use a Promo Code?
After putting the offers in your shopping cart, you can add your promo code in the specified field of the “Order Summary”. We recommend copy-pasting your promo code to avoid any confusion of letters or numbers.
Please verify that the discount is really applied before placing the order.
Do not forget to click on “Add” or “Apply”.
Do Promo Codes expire?
They have an expiration date ranging from a few hours to six months from the time they were issued.
Are Promo Codes refundable or convertible into cash?
No, promo codes are not refundable or convertible into cash. Furthermore, unless otherwise specified, please note that they are non-cumulative, meaning that only one promo code can be used per shopping cart and that they can be used only once.
Are Promo Codes applicable on all offers?
Unfortunately, Promo Codes can not be applied on purchase made on Boutique by Tuango. Few exceptions exist, such as Promo Codes offered during Black Friday or Boxing Day or Tuango Dollars issued by Customer Service.
Except that, Promo Codes can be applied on all Tuango offers, unless otherwise specified in the offer’s details.
On which amount will I pay taxes?
The discount obtained by consumers when buying with a promo code includes taxes except when non-applicable. For offers that do not include taxes, the merchant will charge taxes on the regular value of the coupon.
For example, say you want to purchase a $50 offer and you received a 10% off promotional code. On tuango.ca, you will pay the amount $45 ($5 off). Upon visiting the merchant with your coupon, you will need to pay taxes on the original value of $50, which equals to $7.49 in this case.
What if I have other questions?
If you have other questions, comments or concerns that have not been answered through our FAQ section, you may communicate with us at any time by clicking here.
TUANGO DOLLARS (ACCOUNT CREDITS)
Please note that since June 2019, Tuango no longer issues Tuango dollars. If you have any questions about your Tuango Dollars Account, please contact our customer service.
GIVE A TUANGO OFFER AS A GIFT
Can I buy a Tuango coupon as a gift for someone else?
Of course! If you wish to purchase a Tuango offer as a gift, click on the “Gift” icon on the offer’s page or on the “Gift this?” button on the purchase page. Simply indicate the lucky person’s email and we will send it to them. You can also buy the Tuango offer for yourself, print it out like a traditional gift certificate, and send it to the person you want to give it to. Please note that you cannot buy a coupon to send as a gift and buy the offer for yourself in the same transaction. To do this, you must complete two different transactions. For product offers from the Tuango Boutique, simply indicate your friend’s mailing address while processing the order.
Wait a minute! My name is on the Tuango coupon. Can I still give it to someone?
Yes! The coupon is transferable, unless noted otherwise. Your name only appears on the Tuango coupon in order to help merchants track coupon redemptions.
PAYMENT AND HANDLING
What payment methods does Tuango accept?
We accept Visa, Mastercard, American Express, Discovery, and payments through PayPal. However, please note that we do not accept payment through PayPal on our mobile apps.
When is the purchase charged to my credit card?
Your purchase will be charged to your credit card as soon as your order is complete.
In some very rare cases, Tuango coupons can be sent after a period of 24 or 48 hours. In these cases, this information will be clearly mentioned in the offer’s details and the purchase will be charged to your credit card only when you receive your coupon in the purchase confirmation email.
For purchases on the Tuango boutique, click here.
Is my personal information safe?
Can I modify or cancel my order?
You can modify or cancel your order on the same day of your purchase or obtain a no-questions-asked refund up to 14 days following the date of your purchase by contacting us. For more information please refer to our refund policy. Please note that the general refund policy doesn’t apply to the Tuango Boutique section.
Click here to reach our customer service team for any question or concern.
View the refund policy
View the refund policy – Tuango Boutique
Who can I contact if I have questions regarding payment and billing?
You can call us on weekdays from 9 AM to 5 PM or email us at any time. For our contact information, please click here.
I have a gift card. How can I use it?
To pay with a gift card, you can add its number in the specified field of the “Order Summary”. Do not forget to click on “Save” and to verify that the amount of the gift card is really applied before placing the order. You can combine more than one gift card for a purchase ; but, unfortunately, gift cards can not be applied on purchase made on Boutique by Tuango. We also invite you to read the restrictions mentioned on the back of your card.
My purchase has been cancelled and I received a fraud prevention email. What should I do?
Tuango reserves the right to cancel and refund transactions that are deemed to be fraudulent. In such situations, you will receive an email from us to inform you of the cancellation and/or asking you to provide a certain amount of information in order to verify your identity and validate the purchase. We ask that you reply to that message with the required information and/or communicate with customer service.
What if I have other questions?
If you have other questions, comments or concerns that have not been answered through our FAQ section, you may communicate with us at any time by clicking here.
BRUNY SURIN CONTEST
Tuango offers you the opportunity to win one of the 5 biographical books signed by Bruny Surin. For any purchase of a product from the 984 collection, receive an email with the contest registration form. Fill out and submit the form to take your participation into account. No other method of participation will be taken into consideration. Please note that simply buying one of the products from the 984 collection by Bruny Surin does not assure your entry to the contest. Complete and submit the form before the end of the contest to confirm your participation. The contest ends on October 25, 2020, at 11:59 pm. The winners will be randomly drawn on October 26, 2020. They will be contacted by email to validate their participation and give them the conditions to get their prize.
Do Boutique offers function the same way as daily deals and getaways (with coupons)?
Please note that you will not be able to purchase a daily deal or getaway at the same time as a Tuango Boutique product. You will need to make two separate transactions since Boutique operates on a different platform.
How do I know the merchandise is good quality and really comes from the advertised brand?
Rest assured that we certify the quality and authenticity of our products thanks to a dedicated team of buyers and agreements with trusted suppliers. Tuango Boutique offers an informed selection of products and authentic brands.
When will the purchase appear on my credit card statement?
As soon as you click on “Pay now”, the amount will be taken from your credit card.
Can I pay using my Paypal account?
No. At the present time, our Boutique platform does not allow this payment option. However we assure you that our payment systems are safe.
Can you ship to international addresses?
No. We only ship within Canada.
Will I pay a sales tax on my purchase?
Yes. Quebec sales taxes apply (5% GST + 9.5% QST compound taxes) to the products purchased on Tuango Boutique. They are always included in the advertised price, so you don’t have any additional amount of money to spend after your online transaction is finished. You will see all tax details when you receive your confirmation email.
Can I cancel or modify my order?
From the moment you click on “Pay now”, you will no longer be able to cancel or modify your order. Please make sure to double-check all your information in your shopping cart before finalizing your transaction (size, quantity, colour, model, etc.)
What should I do if I make a mistake in my shipping address?
You need to notify us quickly and we will do what we can to make the change. We ask you to please always put in a full and valid shipping address when you make a purchase on tuango.ca in order to avoid having your order shipped to the wrong destination. Moreover, any such change may result in a longer delivery delay.
If your parcel is already in the hands of a carrier company, no changes or modifications will be possible.
Do shipping fees apply?
Yes. Shipping and handling fees are generally invoiced for any purchase you make on Tuango Boutique. These fees are generally inferior to the real cost of shipping, but we try to offer you the best discount possible.
Please note that shipping fees vary from product to product and are specified in the details of each offer. If you buy several different products in the same order, shipping and handling fees will be calculated for each product and not for the global order.
Are the products made in Canada?
Tuango Boutique offers a variety of products and works with many suppliers. Some have products that are made in Canada and some have products that are made or shipped from other countries.
About products coming from China or other countries during the pandemic, please rest assured that your satisfaction is most important to us and that carrier companies as well as Canadian customs are taking every step necessary to offer a quality service that is in compliance with current hygiene and security standards.
Will all the products I ordered be sent in a single shipment?
Whenever possible, we regroup orders of the same product in a single shipment. However, if you bought several different products, they will be delivered individually one after the other, because they do not necessarily come from the same supplier.
Will there be a fee required upon receiving the parcel?
No. You will not have to pay any fee when you receive your order.
How long do I need to wait to receive my order?
Please look at the detail section for the offer you are interested in to know its expected delivery delay. Generally speaking, parcels are shipped by Canada Post, or Canpar for bigger items. It is also possible that we use the services of other carrier companies or that our suppliers send you your order directly with Purolator, UPS or other companies.
The situation surrounding the Covid-19 pandemic is forcing us to take extra hygiene measures for the shipping and storage of our products. Rest assured that the Tuango Boutique team is working extra hard to make sure your items make their way to you as soon as possible. However, please note that shipping delays of up to 2 weeks are to be expected.
A delay from Canada Post is also to be expected for the same reasons and because of an increase in demand.
How can I track my order status?
Once the parcel is in the hands of the carrier company, you will receive a shipment notice by email containing a tracking number and link to keep track of your parcel.
Please note that due to a problem in our system, our Boutique platform does not always provide the right tracking link. We apologize for the inconvenience. Our technical team is working to find a solution to this problem as soon as possible.
If you cannot track your order using the tracking link you received, it is because it is being shipped from another country and has not yet arrived in Canada.
If your link indicates “lettermail”, it means your order is light and has been expedited through regular mail with no tracking number.
Please note that due to the COVID-19 situation, governmental measures make it so that customs verifications and postal delays are taking longer than usual.
What is your exchange and returns policy?
Click here to understand Tuango Boutique’s refund and return policy.
What should I do if I receive damaged or incomplete products, or if I receive something other than what I ordered?
If some of your items arrive damaged or if the number of items received does not match your order, you must inform us of the matter within fourteen (14) days after receiving your parcel. Contact us HERE and we will give you the steps to follow. Please note that in such cases, you will not be penalized in any way.
What happens if my items are faulty?
The majority of products come with a warranty from the manufacturer. If upon reception the product is faulty or does not work, do not worry. Contact us within 14 days and we will give you the steps to follow. After 14 days following the reception of your product, only the manufacturer’s warranty will apply, if the product has one. We invite you to read the offers’ details carefully in order to know if it comes with a warranty or not. After 14 days Tuango will offer no refund or exchange on products.
Please be assured that we certify the quality and authenticity of our products thanks to a dedicated team of buyers that ensure a selection of first-choice products for the boutique.
Why do my Tuango Boutique purchases not appear on my Tuango account?
Since November 2018, all Boutique purchases are made through a different platform than the one used for daily deals. This is why you will no longer see your Boutique purchases on your Tuango account. It is very important to keep your purchase confirmation email, because that is where you will find all the details concerning your order, as well as its tracking link.
What is the Liquidation section?
The prices of the products in the Liquidation section have been reduced even more and offer shorter shipping delays. Promo codes and flash sales are valid on all the products, including those in the Liquidation section.
What if I have any other questions?
For any other questions, comments or concerns that have not been addressed in this FAQ, you can communicate with us by clicking here.
“SHARE AND RECEIVE” PROGRAM
How can I invite a friend to discover Tuango?
You can simply click on the “Refer a friend” banner at the bottom of our website.
What is the “Share and Receive” program?
To thank you for helping us increase our notoriety, we have built a program that allows you to easily recommend Tuango to your friends and get rewarded for it. Therefore, we will give you a coupon (promo code) for the first purchase by your invited friend. On top of this, each invited friend can also receive a coupon (promo code), if they import contacts via one of our sharing platforms.
Why should I share?
When you share, everybody wins. You offer a promo code to your friends and you receive one when your friends buy on our website. Thanks to these promo codes, you can save even more on the offers that you like.
How can I receive promo codes?
Two people benefit from the “Share and Receive” program: you and your friends.
How can you receive promo codes?
- You must click on the “Refer a friend” banner located at the bottom of the website
- Then, fill in the email and postal code fields if you are not already a Tuango member
- Invite your friends through one of the choices given by the platform (email, Facebook, Twitter, SMS, etc.)
- Your friends must then create a Tuango account, subscribe to our newsletter and make a purchase.
You will receive a promo code 14 days following your friend’s purchase, if all of the above-listed requirements are met, and your friends will automatically receive a promo code too.
There is a limit of one promo code per purchase. Promo codes can only be used once and are valid for a period of three months. They are non-cumulative and non-refundable. Promotional codes are not valid on Boutique by Tuango offers.
To get my promo code from my friend’s first purchase, do they have to buy an offer before a particular date?
No, your friends can purchase any offer they want, at any time.
When and how can I use my promo code?
Once you have received your promo code by email, you will have three months to use it. To do so, simply add your promo code in the “Order Summary” field and use it on your next purchase.
When will I receive my promo code? Fourteen days following your invited friend’s purchase.
Could the first purchase of a friend not be rewarded?
Yes. To receive the promo code, your friend must meet ALL the following requirements:
- Click on the sharing link inside the email sent by us on your behalf.
- Create a Tuango account, subscribe to the newsletter, and make a purchase.
In case of fraud, Tuango reserves the right to deny a reward or cancel the validity of one or several promo codes.
I didn’t get an email with my promo code. What should I do?
First, make sure that your friend bought an offer on Tuango after having registered through your invitation. If that was the case, please check the spam folder of your inbox. Once those verifications are done, please contact us if needed.
I am sharing my list of contacts with you as well as some personal information. Is this practice safe?
Please be assured that all your information is confidential and will never be used or archived by our servers.
What if I have other questions? If you have other questions, comments or concerns that have not been answered through our FAQ section, you may contact us at any time.
GENERAL REFUND POLICY
Here at Tuango, your satisfaction is our priority. This is why we are fully committed to offer you an unparalleled customer service and a flexible refund policy, adapted to today’s reality.
Please note that this policy does not apply to products being shipped to Tuango members. For products requiring shipment, the refund policy will be described in the offer details. For Boutique products, see policy below. Also, certain types of offers may be considered “final sales-non-refundable” and are not admissible under the above-mentioned policy. If this mention applies, it will be specified in the offer’s details.
Finally, when you purchase a coupon through our platform, it must be exchanged with the merchant stated therein. The merchant is the only party responsible for providing the service and giving a compensation or refund when they are unable to honour the service purchased.
Money back guarantee
Up until the voucher expiry date and as long as the voucher has not been used, you can get your money back without any questions asked UNLESS stated otherwise in the details section of the offer.
No matter the motive, your refund request will be honoured. You simply must contact our customer service department by phone or email HERE.
We will reimburse the same credit card or Paypal account you used to make the purchase. Please allow up to 2 weeks for your reimbursement to show up on your credit card statement.
This new policy applies to purchases made from September 1, 2020. For purchases made before September 1, 2020 the 14-day refund policy applies.
The Tuango commitment
Tuango’s service is to sell discounted vouchers on behalf of merchants who are fully responsible by contract with Tuango for honouring their obligations. Once Tuango has paid the merchants to deliver their goods or services to Tuango members, Tuango is no longer legally responsible in case a merchant is not able to fulfill its obligations for reasons such as bankruptcy, closure, business interruption, unfavourable weather conditions or other. However, in order to offer our customers the best possible service, Tuango will proceed to do a case-by-case analysis for compensation claims if the coupon is still within its validity period. We will do our best to find an acceptable resolution.
This policy does not apply to gift cards or gift certificates or to offers where vouchers are sold without expiry date.
After the expiration date of the Tuango voucher, the voucher owner will not be able to get a refund from Tuango. It is important for Tuango members to use their vouchers before the expiration date, so that they can benefit from the full value of the vouchers.
However, for Quebec residents, the merchant is bound to honor the Tuango voucher for the amount paid after its expiry. For residents of Ontario and elsewhere in Canada, the provincial and federal laws apply. Please note that some exceptions apply for some certain services defined and used for a predetermined season: the voucher can lose its full value and the merchant is under no obligation to honour the voucher for the amount paid.
If a merchant closes down after the coupon has expired and the coupon has not been used, Tuango will not refund the user in any way.
Lost or stolen gift certificate
In the event of a theft or if you were to lose a gift certificate that was sent to you by mail, it will not be replaced or refunded. It is the user’s responsibility to protect themselves from this kind of situation.
Do not hesitate to contact us for any questions, inquiries or comments.
REFUND AND RETURN POLICY-TUANGO BOUTIQUE
Please note that due to the large discounts applied on the products sold in the Tuango Boutique, purchases are final unless otherwise specified in the offer’s details.
However, if the product is damaged or defective upon reception, or if you receive the wrong order (quantity, model, etc.), contact us within 14 days and we will give you instructions on what to do.
After 14 days of reception, only the manufacturer’s warranty will apply (if there is one). We invite you to carefully read the offer’s details to see if a warranty is offered. Following these 14 days, Tuango offers no refund or exchange on products.
Rest assured that we certify the quality and authenticity of our products, thanks to our dedicated team of buyers that insure a prime selection of products in the Tuango Boutique.
WHAT IS A FREE OFFER?
There are three main categories of free offers.
You will a receive your printable coupon to present to the merchant in order to take advantage of the discount mentioned in the Tuango offer. For instance, if the Tuango offer grants you a free baguette at your favorite bakery, simply print the coupon and bring it with you to the cash. It’s that simple!
You will receive a promo code for an exclusive discount. For instance, if an offer grants you 10% off to go see a concert, you must simply visit the merchant’s enter your promo code in the designated field during checkout.
You will automatically be redirected to the merchant’s website in order to take advantage of the Tuango discount. Simply proceed with your order; no promo code required!
Will my credit card be charged?
No, since these offers are all completely FREE! Tuango will not charge any amount to your credit card.
I lost my free offer! Where can I find it again?
Your printable coupons, your promotional codes or your exclusive links can be found in your Tuango account, under “My account”.
What is a Multi-Merchant offer?
A Multi-Merchant offer is an offer giving you access to discounts at numerous merchants, while making only one purchase on tuango.ca. To find out what these discounts can get you at our partners, we invite you to carefully read the details of these offers.
How does this work?
After completing your order, you will receive an amount of coupons corresponding to the number of merchants included in the offer. Each coupon is only valid at the merchant explicitly mentioned on it.
You will find the merchant’s contact information and the offer’s details on the corresponding coupon.
What is the refund policy for a Multi-Merchant offer?
Tuango’s refund policy does not apply to this type of offer. The coupons purchased cannot be refunded or used as credit.
Can coupons from a Multi-Merchant offer expire?
Yes. At the expiration date, the coupons lose their entire value and cannot be refunded or used as credit.
Are there particular conditions or restrictions to this type of offer?
Given the nature of these Multi-Merchant offers, it is likely that places will be filling up quickly! We recommend making your reservations with our partners as early as possible in order to enjoy your discounts, if applicable.
What if I have other questions?
For any additional questions, comments or concerns that has not been answered in our FAQ, you can contact us by clicking here.
Some offers on Tuango.ca have a “Claim” button and redirect you to partner websites. Please note that the offers presented are managed by these partner companies and that we are not responsible for the proper functioning and specific conditions related to these offers. If you ever experience any difficulty with these offers, please let us know by contacting our customer service using the form located here
What is the reservation system?
The reservation system is a new feature of our site that allows you to book your stay directly with the establishment, while still benefiting from the Tuango discount. No need for coupons!
How does it work?
It’s easy! Look for the calendar link in the Tuango offer, click on the “click here” button and you will be redirected to the calendar. Choose the date (or dates) of your stay and then click on “View our offers”. The different room options for your stay will be made available. Choose the one that suits your needs and click on “Book”. The details of your reservation are then sent to you and if you find everything to your liking, click on “Finalize my reservation”. You will then be redirected to the payment page. Fill in all the requested information and finally, click on “Confirm my booking”. A confirmation email will be sent to you within minutes of your booking. We invite you to read it carefully to confirm that no error has occurred.
When will my credit card be debited?
Your credit card is debited once the reservation is completed.
Which payment method is accepted?
We accept Visa, Visa Debit, MC, MC Debit and American Express.
What if I do not receive my booking confirmation email?
First and foremost, check your spam email folder. The email might be there… If not, we invite you to contact Tuango Customer Service here
Will my reservation appear in my Tuango account?
No, your reservation will not be visible on your Tuango account because it is not linked to any coupons. It is therefore very important to keep the confirmation email that you receive after finalizing your reservation.
Do I have to pay for something once I get to the hotel?
It depends on the package you buy. We invite you to read the details of the offer carefully to know if taxes or other fees might be applicable at the hotel.
Is it safe?
Yes, it’s completely safe. We do not store your personal or transactional information. In addition, payment is made through a secure electronic vault.
Can I use a promo code, Tuango dollars or a gift card to pay for my reservation?
Unfortunately no. All such discounts can only be used to purchase Tuango coupons. We are sorry.
Can I change my reservation after completing it?
If you respect the modification delays, yes, you can modify your reservation by calling the selected establishment directly.
Can I cancel my booking after completing it?
If you respect the hotel cancellation policy, yes, you can cancel your reservation and get a refund. In this situation, you need to contact Tuango Customer Service. Click here.
And if I have other questions?
If you have any other questions, comments or concerns that have not been addressed in our Frequently Asked Questions, you can contact us by clicking here.
In these exceptional times, we are receiving a very high volume of emails due to the announced governmental measures. Please rest assured that we will reply to all - with a longer response time than usual. We apologize and thank you for your understanding.
__We want to reiterate that when you buy on Tuango, you are protected! Indeed your voucher always holds the price paid, even after the validity period*.__
Which offers have been extended?
Here is the list of offers for which we have confirmation that their validity date has been extended. You don’t need to download a new version of your coupon, but if you want to do so, you may do it via your Tuango account.
NOTE : On this list, if the extended date is the same as the original from your voucher, or if the date of validity is expired, your voucher will keep the amount you paid with the merchant. There will be no expiry date for that amount.
Click-here to see the offer list
If the extended date does not suit me, can I be refunded?
The requests of refunds will not be granted if the merchant has resumed his service or if the validity of the voucher is already expired. Your voucher keeps the value you paid and has no expiry date.
Most of our partners affected by this crisis have returned gradually by taking all the necessary measures of health and security. We invite you to contact them for any questions you may have. If you are a person at risk, you always have the possibility to transfer your voucher to a family member or to a friend.
Tuango will be happy to assist you with any inquiries.
Please refer to our Contact Us page to reach our customer service by clicking HERE.
We are committed to offering you the best customer service experience and will strive to answer you within a timely manner.
The Tuango team.