Refund Policy

Welcome to Kangomobile! Our goal is to provide exceptional eSIM services worldwide. Please review our refund policy to ensure a smooth experience. By using our services, you agree to the following terms and conditions:

Eligibility for Refunds

1.1. This policy and applicable consumer protection laws govern refunds.

1.2. To be eligible for a refund, you must meet the following criteria:

a) Purchased eSIM services directly through the Kangomobile website.

b) Encountered a technical issue preventing successful eSIM activation or use.

c) Promptly contacted our customer support team and followed their instructions to resolve the issue.

1.3. Refunds will not be issued under the following circumstances:

a) Successful activation or use of the eSIM.

b) Technical problems caused by device incompatibility, carrier lock, misuse, or factors beyond our control (e.g., network coverage).

c) Failure to contact our support team or follow their guidance.

Non-Refundable Situations:

  • No Communication: Refunds will not be accepted if you encounter a usage issue and request a refund without any communication or reason.
  • Expiration of Data Packages: Each data package has a validity period. After the validity period, any remaining data will not be refunded in any form.
  • Compensation: We do not provide refunds or compensation for costs incurred from backup phones, backup SIM cards, backup providers, hotel phones, or other charges not directly related to the customer's Kango eSIM account.
  • Fraudulent Purchases: If there is evidence of abuse, violation of our terms and conditions, or any fraudulent activity related to the use of Kango  products and services, Kango reserves the right to deny any form of refund.
  • Unauthorized Purchases: Before processing any refunds, cases will be subject to investigation and approval. Kango reserves the right to suspend any account related to fraudulent activities.
  • Billing Errors: If the customer reasonably and in good faith disputes an invoice or part of an invoice, the customer shall notify Kango of such dispute within 7 days of receipt of the invoice, detailing the reasons for the incorrect amount and, if possible, the amount the customer believes should be paid.
  • Other Reasons: If the refund request does not fall within the above categories, we will investigate the request on a case-by-case basis. If the refund is approved, a processing fee may be charged. The maximum refund amount the customer can apply for must be equal to or less than the total amount paid.

 Refund Procedure

2.1. To initiate a refund request, promptly contact our customer support team after purchase.

2.2. Our team will review your request and may require additional information.

2.3. If approved, refunds will be processed using the original payment method, with timing subject to your payment provider.

Non-Technical Issue Refunds

3.1. This policy addresses only technical issues and does not cover non-technical matters like changes in travel plans or dissatisfaction with network coverage.

3.2. By making a purchase, you confirm that your device is compatible and not carrier-locked.

3.3. No refunds will be given if your device is incompatible with eSIM or is carrier-locked.

Details on Refund Processing

4.1. Once a refund request is approved, the refund will be processed using the original payment method within a reasonable timeframe.

4.2. Refunds will be made using the original payment method.

4.3. The time it takes for the refunded amount to appear in your account may vary depending on your payment provider's processing times.

4.4. We strive to expedite the refund process to ensure a quick resolution for our valued customers.

Limitations and Discretion

5.1. We reserve the right to decline refund requests that do not meet the eligibility criteria or are suspected of fraud.

5.2. All refund decisions made by us are final.

Policy Modifications

6.1. We may update this policy, and any changes will take effect immediately upon posting on the Kangomobile website. Please review it regularly for updates.

Refunds for Fraudulent Payments

7.1. Refunds will not be processed if the buyer is found to be in violation of the Payment Services Regulations 2017, which ensure the security and integrity of payment transactions. Any attempt to use fraudulent details, stolen funds, or unauthorized bank cards in online purchases will result in the cancellation of the refund request. We are committed to legal compliance and preventing fraudulent activities to protect our customers and our business.

For any questions or issues, please contact us:

Email: Contact@kangomobile.com

Thank you for choosing Kangomobile. If you have any questions or need assistance, our support team is here to help!