Hostraha

Hostraha will process all refund requests in line with this Refund Policy.

Note that Hostraha may vary this Refund Policy at any time. If we vary this Refund Policy, we will provide notice by publishing the varied Refund Policy on our Website. You accept that by doing this, Hostraha has provided you with sufficient notice of the variation to its Refund Policy. Your continued use of our website will be deemed as acceptance of the varied terms by you.

To request a refund, you must submit a service cancellation request through by sending an email to [email protected] or opening a support ticket via your Hostraha client area within the time stipulated in this Refund Policy for the relevant service you wish to cancel.

General Refund Process

Service(s) must be cancelled before a refund can be issued

You will not be entitled to a refund if your domain name has been flagged as suspicious, is considered to be registered for improper use, or is registered in breach of our Terms of Service.

You will not be entitled to a refund if your service is suspended or terminated as a result of a breach of our Terms of Service.

You will not be entitled to a refund if your service is downgraded.

All eligible refunds will be automatically credited to your client account with Hostraha, unless you specifically request for a cash refund. Money refunded into your client account can be used at a later date to pay for other products and services. You can view your credit balance by logging into your client account and going to the “Available credit” section on your client area dashboard.

If you have requested a cash refund, Hostraha will only give such a refund where the account details you have provided for the refund are an exact match with that from which we received your payment. In event of any discrepancy in the account details, an eligible refund will only be made into your client account.

Requests for cash refunds will be processed and completed within a minimum of 5 days and a maximum of 15 days from the date of request. All cash refund requests are subject to an administrative fee which will be deducted from the amount to be refunded to you. In the event that the amount to be refunded is less than the administrative fee i.e bank charges, you will only be entitled to a refund into your client account.

Unless you specifically request a cash refund, purchases made via any online payment gateway processor i.e. Quickteller, Paystack, Rave, PayPal, etc may be refundable via the source of payment and Hostraha is not responsible for any additional charges imposed by the online payment processing company.

On no account will the same product or service be entitled to a refund more than once.

All deposits made into the Wallet are not refundable and cannot be withdrawn.

No portion of your Wallet Balance may be transferred to another Hostraha.co.ke account.

This Refund Policy for Hostraha Wallet may be amended from time to time.

Overpayment

If we become aware that you have overpaid for any product or service, we will automatically credit the amount of that overpayment to your Hostraha account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the Available credit section on your client area dashboard.

If you wish for an overpayment to be refunded to your bank account, you must send a request for a refund to [email protected] The request must give required details including the invoice number for which the overpayment was made, date of payment, method of payment (including, where applicable, bank details from which payment was made) and amount of overpayment.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

Web Hosting

Annual shared hosting and reseller hosting purchases must be cancelled within 30 days of purchase to be eligible for a refund.

Cancellation requests for monthly, quarterly, and semi-annual web hosting plans must be made within 72 hours of purchase to be eligible for a refund.

The money-back guarantee does not apply to most add-on products, such as domains, given the unique nature of their costs.

Web Hosting with Domain Registration

If you have purchased an annual web hosting package with free domain registration, you may cancel your purchase and request a refund within the 30 days from the date of purchase. Please note that domain registrations are not covered under this money-back guarantee and are non-refundable therefore, the market value cost of the domain registration in your web hosting package will be deducted from the amount to be refunded to you.

SSL Certificates

Comodo & Certum SSL Certificates which have been issued must be cancelled within 5 days of purchase to be eligible for a refund.

For certificates that have been purchased but not yet issued, it can be cancelled and refunded only if you request cancellation within 30 days from the purchase date.

If the cancellation/refund request for an issued or non-issued certificate is submitted after the stipulated grace periods are over, the refund will not be honoured.

Non-Refundable Products and Services

The following products and services are non-refundable once purchased:

1. Virtual Servers
2. Domain registrations, transfers & renewals
3. Cloud hosting
4. Local servers
5. SiteLock
6. CodeGuard
7. SpamExperts email filter
8. MarketGoo
9. Bizgrowth Projects
10. Website Projects
11. Site Builder
12. Google Workspace
13. Microsoft 365
14. Email Hosting
15. cPanel Cloud Hosting

Despite domain names being non-refundable, there is one exception. In the case of an unsuccessful attempt to either register or transfer a domain name, the fees will be automatically credited into your client account.

Refunds for services that have not yet been installed or set up after one month of purchase will be automatically credited into your client account and this may be used to either repurchase the same service or other services.

Payments Issues

If you mistakenly made any payment in error (e.g. Double payment for an invoice, enabling of automated payment, wrong transfer of funds, debited more than once on a transaction, etc) we will automatically credit the amount of that overpayment to your Hostraha client account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the “Available credit” section on your client area dashboard.

If you wish for this payment made in error to be refunded you must send a request for a refund to [email protected]. The request must give required details including date of payment, method of payment (including, where applicable, bank details from which payment was made or transaction ID for online payment), invoice number where applicable, and amount of payment.

If you have an issue with online payments or other payment charges, you should contact us regarding the issue before you contact your bank or the payment processing company(e.g. Quickteller, Paypal, Paystack, Rave, etc) to request a chargeback or reversal of the charges.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

How to Cancel your Web Hosting Account

1. Cancel your account by following the steps below:
2. Login to your client area and click on the Services->My Services
3. Click on the View Details button beside the service you would like to cancel
4. Click on the Management Actions tab and then click on the Request Cancellation link
5. You will receive an automatic reply confirming we have your request.
6. Wait for a separate cancellation confirmation email (up to 48 hours later).
7. Reply back to the cancellation confirmation email and ask for your refund.
8. You must get written confirmation from Hostraha stating the amount of your refund and requesting your account details.

Please allow up to 15 days for your account to be refunded.

This Refund Policy was last modified on [15th May 2023]