Fair Use Policy


KnowRoaming Ltd. Fair Usage Policy

Last Updated: November 9, 2016

KnowRoaming Ltd. (“KnowRoaming” or “we”) believes that maintaining the highest level of service is the most important to 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 Usage Policy to clarify how access to our network is governed with a goal of providing a fair and transparent service.

Pre-Paid Services

Our Pre-Paid 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 pre-paid account. For voice services, we bill on a per-minute increment (rounded up). For SMS transmission, we bill on a per-SMS basis, while being able to offer 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 reliable mobile networks of our partners across the world. As long as your account is in good standing with at least $5 (USD) in credit, we will not place limitations on your ability to access our network. Should your account credit fall below this threshold, we may limit your ability to access data services until you top up your account. The ability to top up (add) credit to your account will always be enabled though our mobile app or website. In the extremely rare situation where we are required to terminate your service by our partner network, we will attempt to provide access to our services through a different partner’s network, but cannot guarantee ability to do so. If we are forced to terminate your service, no further charges will be billed to your account until service resumes.

Unlimited Daily Data Plans

These data plans are not available when you are located in your home country (where you have access to the local network of your home mobile network operator) and can only be used while abroad. We have structured our unlimited data plans to offer the best service to our customers while maintaining a fair level of access to our partners’ network for all customers. Our data plans operate at 3G speeds. We reserve the right to adjust the speed at which individuals 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 (128Kbps) speeds once the user’s daily usage significantly exceeds the average on our network or begins to impact ability of other customers to access data services. The scaling should not affect any applications that require 2G speeds (such as email, web browsing, or chat/messaging applications), but may impact the ability to access high-speed applications such as audio or video streaming. 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 your speeds, we will do so only until the end of the applicable billing cycle (24-hour period for daily plans) and you are 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 your service by our partner network, we will attempt to provide access to our services through a different partner’s network, but cannot guarantee ability to do so. If we are forced to terminate your service, no further charges will be billed to your account until service resumes.

Free unlimited WhatsApp feature

Generally, we place no limitations on accounts drawing less than 100 MB 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. 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 feature and any other product feature at the company’s discretion.