KnowRoaming (“KnowRoaming” or “we”) believes that maintaining the highest level of service is important for maintaining long-term relationships with our customers.
We strive to offer our customers prices that are significantly below rates offered by major mobile network operators across the world. To ensure that all customers are able to enjoy optimal service, we have established our Fair Use Policy to clarify how access to our network is governed with a goal of providing a fair and transparent service.
Our pay-as-you-go prepaid services are offered on a usage basis, where we deduct the price of the service used on a per-unit basis from the customer’s credit balance. For voice services, we bill on a per-minute increment (rounded up). For SMS transmission, we bill on a per-SMS basis, while offering free incoming SMS in all countries. For data service, we bill on a per-megabyte basis (rounded up). We place no limitations or minimums on the amount of voice, SMS and data that our customers consume, and strive to provide our clients with the highest level of service by providing access to the reliable mobile networks of our partners across the world. As long as an account is in good standing with at least $5 (USD) in credit, we will not place limitations on the user’s ability to access our network. Should an account’s credit balance fall below this threshold, we may limit access to data services until the account is topped up. The ability to top up (add) credit to an account will always be enabled through our mobile app or website. In the unlikely event where we are required to terminate a user’s service by our partner network, we will attempt to provide access to our services through a different partner’s network, but cannot guarantee our ability to do so. If we are forced to terminate a user’s service, no further charges will be billed to the account until service resumes.
Account Credit Expiry Term
All prepaid credit and unused data packages will expire nine (9) months after the last prepaid credit purchase, unless otherwise stated. Any prepaid credit balance and unused data packages remaining in the account will expire if the customer does not make another prepaid credit purchase for a period of nine months. KnowRoaming allows a grace period of seven calendar days following the credit expiration date in order to purchase more credit and retain the prepaid balance and unused data packages.
Unlimited Data Daily Packages
These data packages are not available when a user is located in their home country (where they have access to the local network of their home mobile network operator) and can only be used while abroad. We have structured our Unlimited Data packages to offer the best service to our customers while maintaining a fair level of access to our partners’ network for all customers. Our data packages operate at 4G LTE and 3G speeds. We reserve the right to adjust the speed at which individual users access data based on the average usage across our network to prevent fraud and abuse of our subscriptions by a small number of users. Generally, we place no limitations on accounts drawing less than 250 MB per day. However, we reserve the right to scale access speed for individual accounts down to 2G (128 kbps) speeds once the user’s daily usage significantly exceeds the average on our network or begins to impact the ability of other customers to access data services. While we strive to only limit usage in rare cases, we must ensure fair access to the network for all customers. If we elect to limit a user’s data speeds, we will do so only until the end of the applicable billing cycle (24-hour period for daily plans) and the user is welcome to purchase another plan in the next billing cycle that will not be limited unless the same usage pattern is detected. In the extremely rare situation where we are required to terminate a user’s service by our partner network, we will attempt to provide access to our services through a different partner’s network, but cannot guarantee our ability to do so. If we are forced to terminate a user’s service, no further charges will be billed to the account until service resumes.
Limited-Time Bonus WhatsApp Feature
For a limited time, KnowRoaming offers bonus zero-rated WhatsApp data usage for eligible registered KnowRoaming accounts. Limited WhatsApp data usage is zero-rated for a period of 30 calendar days following the date of an account credit purchase in the KnowRoaming app. After the 30-day period has elapsed, customers can purchase more prepaid account credit in the KnowRoaming app to continue to enjoy bonus WhatsApp data usage. Otherwise WhatsApp data usage will be deducted from the customer’s prepaid account balance if there is no new account credit purchased in the KnowRoaming app following the 30-day period. Multiple account credit purchases in the KnowRoaming app that occur within the 30-day period will grant 30 calendar days of bonus WhatsApp data usage from the most recent account credit purchase. Account credit purchases do not result in cumulative 30-day periods of bonus WhatsApp data usage.
Beginning on the first day of the new policy announcement, February 14, 2018, all registered KnowRoaming customers carrying a prepaid credit balance in their KnowRoaming account will be given 30 calendar days of bonus WhatsApp data usage.
Note: data packages purchased on www.knowroaming.com and added to a registered KnowRoaming account with a voucher code are not considered a prepaid credit purchase in the KnowRoaming app and will not provide 30 days of bonus WhatsApp data usage.
Any free credit vouchers applied to the account, including the free $10 credit received with the Global SIM Sticker, do not provide bonus WhatsApp data usage.
Generally, we place no limitations on accounts drawing less than 20 MB of bonus WhatsApp data per day. However, we reserve the right to disable this promotion on an individual account (temporarily or permanently) if KnowRoaming deems the usage as abusive. We reserve the right to adjust the speed at which individual users access data based on the average usage across our network to prevent fraud and abuse of our subscriptions by a small number of users.
KnowRoaming reserves the right to block usage of this feature within a customer’s home country. As well, KnowRoaming also reserves the right to remove or modify this limited-time bonus feature and any other product feature at the company’s discretion.