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Cancel Knose: The Right Way
How to cancel knose pet insurance and understand your new zealand consumer rights
What knose is and why you might want to cancel
Knose is an Australian-based pet insurance provider that sells policies online to cover veterinary costs and related pet-care expenses. The company operates primarily from Australia but accepts customers in New Zealand, handling all cancellations and customer service directly rather than through app-store subscription flows.
You might cancel Knose for many reasons: your circumstances have changed, you've found a more affordable provider, or the cover simply doesn't match your pet's needs anymore. Understanding your cancellation rights upfront will save you time, money, and frustration. Stopee is here to walk you through every step so you can exit on your terms.
Why new zealand consumers need to know their rights
As a New Zealand consumer, you're protected by the Consumer Guarantees Act 1993, which gives you the right to cancel certain contracts within a cooling-off period and claim refunds under specific conditions. Knose operates in New Zealand but is registered in Australia, which means knowing where to escalate complaints matters. Stopee recommends understanding these protections before you contact Knose to cancel.
Your consumer rights when cancelling knose
New Zealand law gives you specific protections when you buy a service like pet insurance online or at a distance.
The cooling-off period and your refund right
You have the right to cancel Knose within 30 days of purchase and receive a full refund if you haven't made a claim. This is Knose's own stated cooling-off period, which aligns with good consumer practice. The refund will be reduced only by non-refundable government charges, taxes, and levies.
Outside the 30-day cooling-off window, Knose will stop future payments but will not refund premiums already paid. This is standard practice in the insurance industry, and it's important you understand this boundary before cancelling.
The consumer guarantees act and your escalation rights
If Knose refuses to cancel your policy, ignores your cancellation request, or disputes a refund you believe you're entitled to, you can escalate your complaint to the Financial Markets Authority (FMA) in New Zealand. The FMA regulates financial services providers and can investigate breaches of consumer law.
Pro tip: Keep all email correspondence, phone call records (including dates, times, and names of Knose representatives), and copies of your policy and invoices. This documentation becomes crucial if you need to escalate to the FMA.
Stopee advises you to always request written confirmation of any cancellation decision or refund from Knose so you have evidence if a dispute arises.
Methods for cancelling knose
Knose does not allow cancellation through third-party app stores or online account portals. You must contact Knose directly by phone or email to submit your cancellation request.
Direct contact options
Knose handles cancellations directly. The company's registered office is in Surry Hills, New South Wales, Australia. You will need to reach out to Knose via their customer service channels, which typically include phone and email contact methods listed on their website or in your policy documents.
Warning: Knose does not maintain a dedicated New Zealand postal address for cancellations. All cancellation requests must be made by phone or email. Do not rely on postal mail, as it may be delayed or go unanswered.
Before you contact Knose, gather your policy number, the email address you used to purchase the policy, and your full name. Having this information ready will speed up the process and reduce the chance of errors.
Step-by-step guide to cancelling your knose policy
Follow these steps to cancel Knose efficiently and protect your cancellation rights.
The cancellation process
- Check your eligibility for a refund by confirming the date you purchased the policy
- If you purchased within the last 30 days and have not made a claim, you are eligible for a full refund
- If you purchased more than 30 days ago, you will not receive a refund but future payments will stop
- If you made a claim during the cooling-off period, your refund eligibility may be affected
- Locate Knose's contact details from your policy document or their website
- Write down the phone number, email address, and any customer reference codes you find
- Note the business hours if cancelling by phone
- Contact Knose and request cancellation using the following approach
- If by phone: ask to speak with a customer service representative and state clearly: "I would like to cancel my policy effective immediately" and provide your policy number
- If by email: write a clear subject line such as "Policy Cancellation Request" and include your full name, policy number, and the date you wish the cancellation to take effect
- Provide your details and state your reason for cancellation
- Supply your full name, policy number, and the email address or phone number associated with the policy
- You can give a reason (e.g., "Found alternative cover", "Financial circumstances changed") but you are not required to
- Ask Knose whether you are within the 30-day cooling-off period and confirm your refund eligibility
- Request written confirmation of the cancellation and any refund entitlement
- Ask Knose to send you an email confirming the cancellation date, policy end date, and refund amount (if applicable)
- Request the expected timeline for receiving any refund (typically 7-14 business days)
- Ask which payment method will be used to return your money
- Keep detailed records of all communication until the cancellation is complete
- Save the confirmation email and any other correspondence from Knose
- If you called, note the date, time, and name of the representative you spoke with
- Store these records for at least 12 months
What to expect when knose processes your cancellation
Knose will stop processing future premium payments once your cancellation is confirmed. The company will specify an exact date when your cover ends-verify this in the confirmation email and mark it on your calendar.
If you are within the 30-day cooling-off period and eligible for a refund, Knose should return any overpaid premiums within 14 business days. If the refund doesn't arrive, follow up with Knose immediately.
Refunds and what you can expect
Your refund entitlement depends entirely on when you cancel and whether you've made a claim.
Refunds within the 30-day cooling-off period
If you cancel within 30 days of purchase and have not made a claim, you're entitled to a full refund of premiums paid, minus any non-refundable government charges or taxes. Request the refund amount in writing and confirm the payment timeline with Knose.
No refund after 30 days
After the 30-day cooling-off period, Knose will stop charging you for future premiums but will not refund amounts you've already paid. This is a standard condition in insurance contracts and is clearly stated in Knose's terms and conditions.
Special circumstances that affect your refund
If you made a claim during the cooling-off period, your refund eligibility may be reduced or forfeited entirely, depending on the claim amount and Knose's policy terms. Always disclose any claims when you contact Knose to avoid disputes later.
Stopee recommends requesting written confirmation of the refund decision, including the specific reason if Knose denies your refund request. This gives you evidence if you need to escalate the complaint to the FMA.
Pricing and plan options
Understanding what you're paying for helps you decide whether Knose is right for your pet or whether you should switch.
Knose plan types and coverage
| Plan feature | What matters | Your action |
|---|---|---|
| Pet age and species | Premiums vary by dog, cat, rabbit, and bird species and age | Check your policy to see your pet's rating |
| Cover limits | Annual benefit limits determine the maximum Knose will pay per year | Review your cover limit against your expected veterinary costs |
| Excess (deductible) | Higher excess reduces your premium but increases out-of-pocket costs per claim | Decide if your chosen excess is affordable when you need to claim |
| Optional extras | Wellness, dental, and behavioural add-ons increase your premium | Remove extras you don't use to lower your costs |
| Pre-existing conditions | Knose typically excludes pre-existing conditions diagnosed before purchase | Disclose all existing health issues when you apply to avoid claim denials |
Premium costs and comparison
Knose premiums depend on your pet's age, breed, species, and the cover level you choose. Exact pricing varies and is provided through their online quote tool. If you're cancelling because you've found a cheaper provider, Stopee encourages you to compare cover levels carefully-a cheaper premium often means a higher excess or lower annual benefit limit.
What happens after you cancel knose
Cancelling feels final, but you'll want to know exactly what changes and what remains in your control.
Your cover ends on the cancellation date
Once Knose confirms your cancellation, your pet insurance cover ends on the specific date they provide in the confirmation email. After this date, Knose will not cover any veterinary claims. Verify the exact end date and arrange alternative cover before this date arrives to avoid a gap in protection.
You stop being charged immediately
Future premium payments cease once your cancellation is processed. However, you may have already paid for a period of cover that extends beyond your cancellation date. If so, you're entitled to a refund for the unused portion-but only within the 30-day cooling-off period.
Your data and policy records
Knose retains your policy and claim records according to its privacy policy and record-keeping obligations. You can request a copy of your policy record at any time. Keep your own copy of all policy documents and claim confirmations for your records, especially if you may need them for a future insurance application or complaint.
Arrange replacement cover before the cancellation date
Pro tip: Don't cancel Knose until you've been approved for alternative pet insurance. A gap in cover means your pet is unprotected, and a new provider may not cover pre-existing conditions.
Common mistakes when cancelling knose
Cancelling can feel stressful, and small mistakes can cost you money or delay your exit. Here's what to avoid.
Trying to cancel through app stores
Knose does not support cancellation through the Apple App Store or Google Play Store. If you attempt to cancel there, the request will likely be ignored, and you'll remain charged. Always contact Knose directly by phone or email.
Missing the 30-day cooling-off deadline
If you delay contacting Knose beyond 30 days, you lose your right to a refund. Mark the 30-day deadline on your calendar the day you purchase and cancel early if you're unsure. Stopee advises you to cancel within 25 days to build in a safety margin.
Not requesting written confirmation
Verbal cancellation confirmation is not enough. Always ask Knose to send you an email confirming the cancellation date, policy end date, and any refund amount. Without this evidence, you have no proof the cancellation was processed correctly.
Failing to disclose a claim
If you made a claim during the cooling-off period and don't mention it to Knose, the company may later refuse your refund and claim you withheld material information. Always be honest about any claims, even small ones.
Not checking the policy end date
Knose may specify a future date as your cancellation date (for example, the end of your current billing cycle) rather than cancelling immediately. Verify this date in the confirmation email. If you need the cover to end sooner, follow up with Knose in writing.
Your cancellation checklist
Use this checklist to ensure you've covered every step and won't be caught out.
| Step | Action | Completed? |
|---|---|---|
| 1 | Locate your Knose policy number and purchase date | ☐ |
| 2 | Check whether you are within the 30-day cooling-off period | ☐ |
| 3 | Confirm whether you made any claims during the cooling-off period | ☐ |
| 4 | Find Knose's current phone and email contact details | ☐ |
| 5 | Apply for alternative pet insurance and confirm acceptance before cancelling Knose | ☐ |
| 6 | Contact Knose by phone or email and request cancellation | ☐ |
| 7 | Request written confirmation of the cancellation and any refund entitlement | ☐ |
| 8 | Save the confirmation email and note the cancellation date | ☐ |
| 9 | Monitor your bank account to confirm the refund (if applicable) arrives within 14 days | ☐ |
| 10 | Follow up with Knose if the refund doesn't arrive on time | ☐ |
What you should do instead of cancelling
Before you cancel Knose, consider whether you could resolve your issue without leaving.
Reduce your premium instead
If cost is the issue, contact Knose and ask about lowering your cover. You might increase your excess, remove optional extras like wellness cover, or adjust your annual benefit limit. This keeps you insured while reducing the premium.
Pause your policy
Some insurers allow temporary suspension of cover rather than cancellation. Ask Knose whether this option is available if you're between pets or temporarily unable to afford the premium.
Switch to a better plan with knose
If Knose offers multiple plan tiers, you might switch to a lower-cost plan rather than leave entirely. Contact Knose to compare options within their product range.
Contact details and next steps
Knose's registered office is located in Surry Hills, New South Wales, Australia. The company does not maintain a New Zealand postal address for cancellations. You must contact Knose directly by phone or email using the contact details on their website or in your policy document.
When you contact Knose, reference your policy number and request the cancellation be confirmed in writing via email. Keep this confirmation and any supporting correspondence.
If Knose refuses to cancel your policy, disputes your refund, or ignores your cancellation request, escalate your complaint to the Financial Markets Authority (FMA) in New Zealand. The FMA can investigate breaches of the Consumer Guarantees Act and financial services laws.
Stopee has helped thousands of consumers cancel insurance policies, understand their refund rights, and escalate complaints when companies don't cooperate. Whether you're cancelling because costs have changed, cover doesn't fit your needs, or you've found a better provider, Stopee empowers you to exit on your terms-informed, protected, and refunded fairly. Visit Stopee.com today to explore guides for cancelling other services and to understand your consumer rights in New Zealand.