KnowRoaming

Refund policy in plain language

You get a full refund if the plan hasn't been added to a device, or was added but never connected. After it connects, a refund isn't guaranteed, but we may refund all or part of it if you used less than 2% of your data or the fault was ours. Ask within 90 days of purchase and before the plan's validity ends. The Refund Policy on knowroaming.com is the binding version.

More detail

The three cases we see most, and what applies to each:

  • Your phone turned out not to support eSIM, or is carrier-locked. If the plan was never added, it's a full refund. Check compatibility before you buy next time: Is my phone compatible with eSIM? The one-minute check.
  • You were charged for a top-up you didn't expect. Check Order history first; auto top-up only runs if it was switched on. Turn it off, then message us with the order number. See Auto top-up: how it works and how to turn it off.
  • The add failed and you never got online. Nothing is charged for a failed attempt, and a plan that never connected is a full refund. Before you ask, try once more from My plans; most failed adds are a dropped connection.

To ask for a refund, message us with your order number and what happened, rather than working out which case you're in; we'll do that. Approved refunds are processed within 15 calendar days, and your bank may take a little longer to show it.

Your plan starts when you connect in a supported country, not when you buy. Your validity days count from that first connection. Unused data expires at the end of your validity period. It doesn't roll over.

Foire aux questions

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