At Host Kenya we pride ourselves on delivering reliable web‑hosting and domain services at competitive prices. We understand, however, that our service may not fit every customer’s needs. This Refund Policy outlines when customers are entitled to a refund and the procedures for requesting one. This policy should be read together with our [Terms of Service] and [Privacy Policy].

1. 30‑Day Money‑Back Guarantee for Hosting Services

We offer a 30‑day money‑back guarantee for most hosting plans. If you are not satisfied with a qualifying hosting service and you cancel your account within thirty (30) days of opening it, you can request a full refund of the hosting fees you paid. This guarantee applies only to shared web hosting and similar services and does not extend to other products such as dedicated servers, VPS or special add‑on services. Similar policies are common among Kenyan hosts.

1.1 Applicable Services

The money‑back guarantee applies to the following hosting packages:

• Shared web‑hosting and email hosting packages.

• Reseller hosting accounts.

• Other standard hosting services that do not require dedicated resources.

If a hosting plan includes a free domain registration (for example a “.co.ke” domain), the normal registration cost will be deducted from the refund. For domain extensions that cannot be refunded through the registry (e.g., .com, .org, .net ), the registration fee is non‑refundable. 

1.2 Excluded Services

The money‑back guarantee does not cover:

• Domain name registrations or renewals. When we register a domain on your behalf, we immediately pay the registry fee. These fees are generally non‑refundable. If your hosting plan came with a free domain, the cost of the domain will be deducted from any refund.

• Dedicated servers and VPS hosting. These services have resource allocations that cannot be reclaimed for resale, so they are not eligible for a refund.

• Setup, installation or administrative fees. Any one‑time fees for custom software, website templates or similar services are not refundable.

• Additional services. This includes SSL certificates, email marketing add‑ons, bulk‑SMS, web design, backups and similar products not covered by the core hosting fee.

• Second or subsequent accounts. Only first‑time accounts qualify for the money‑back guarantee. If you previously had an account with Host Kenya (or re‑sign up after cancellation) you are not eligible for another refund.

1.3 Payment Method Restrictions

Refunds are processed using the same payment method you originally used. Payments made by bank wire transfer, mobile money, Western Union, cheque or money order may only be credited to your account balance rather than refunded to the original source. Any credit will be available to offset future invoices but cannot be withdrawn as cash.

2. Requesting a Refund

To request a refund under the money‑back guarantee, you must:

1. Cancel your hosting account within 30 days of the initial purchase date. You can do this through your client portal or by contacting support via email or ticket.

2. Submit a written refund request within sixty (60) days of cancellation. We will confirm your identity and the details of your account.

3. Provide confirmation that your files and email have been backed up and that you are ready for all data on our servers to be permanently removed.

Once we have confirmed the necessary details, we will send you a cancellation confirmation and process your refund. Refunds are typically processed within ten (10) business days of approval. Similar hosting providers commit to processing refunds weekly; we aim to process them as quickly as possible.

3. Other Refund Circumstances

Besides the 30‑day guarantee, the following refund circumstances may apply:

• Renewal Refunds: If you cancel a hosting service within 30 days of a renewal payment, you may request a refund of the renewal fee less any domain and setup costs.

• Plan Changes: If you downgrade your hosting plan within 30 days of a plan change, you can request a refund of the difference between the new and old plan fees for the unused period.

• Pro‑Rated Refunds: For multi‑year plans cancelled after the guarantee period, we may issue a pro‑rated refund for unused months, less any discounts applied and setup fees. Monthly subscription plans are not eligible for refunds; you may cancel at any time to stop future billing.

• Fraud or Abuse: Accounts found to be engaged in fraudulent activities, spam or violations of our Terms of Service are ineligible for refunds and may be terminated without notice.

4. How Refunds Are Issued

Approved refunds will be issued to the original payment method where possible. For payments made through cards or mobile money, refunds will be credited back to the same account. Payments made through bank transfers or other non‑reversible methods will be credited to your Host Kenya account. Credits on account can be used to pay for future purchases or renewals but cannot be withdrawn as cash.

5. Changes to This Policy

We reserve the right to modify or update this Refund Policy at any time to reflect changes in our services or applicable law. Any changes will be posted on this page with an updated effective date. Continuing to use our services after a policy update constitutes acceptance of the revised terms.

6. Contact Us

If you have questions about this Refund Policy or wish to request a refund, please contact us:

• Email: [email protected]

• Telephone: +254 775 091085

• Contact Form: Visit our Contact page and submit a ticket.

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This policy is intended to provide clarity and transparency regarding refunds. We encourage customers to review it carefully and contact us promptly if they encounter any issues with our services. Host Kenya reserves the right to decline refund requests that fall outside the scope of this policy or where abuse is suspected.