7-Day Money-Back Guarantee

What's covered by the guarantee

Any first-time purchase of a Hostiko hosting plan — Shared, Reseller, VPS (where billed monthly), or Managed WordPress — is eligible for a full refund within 7 calendar days of the order date. This applies regardless of why you want to cancel: you found the panel confusing, your needs changed, you simply changed your mind.

What's not covered

• Domain registrations. Once KENIC, NameSilo or the upstream registry has activated a domain, the registration fee is gone — we can't recover it from them. This is industry-standard.
• SSL certificates beyond Let's Encrypt (paid OV/EV/Wildcard) — non-refundable once issued by the CA.
• One-time professional services (Website Design, M-Pesa Integration, Migration). Once work has started, partial refunds are at our discretion based on hours expended.
• Dedicated servers and custom-quote services. These are made-to-order; cancellation policy is set per agreement.
• Renewals. The 7-day window applies to the first purchase only.

How to request a refund

1. Log into your client dashboard.
2. Open a support ticket with the subject "Refund request — Invoice #[your invoice number]".
3. Tell us briefly why (optional but helps us improve). One sentence is fine.
4. Our team confirms eligibility within 1 business day.
5. Refund is processed back to your original payment method within 3–5 business days.

Prefer to talk to a human first? WhatsApp us on +254 754 550 099 or email support@hostiko.co.ke. We'd rather understand the problem and fix it — but if a refund is right, we process it.

M-Pesa refund specifics

M-Pesa payments are refunded back to the M-Pesa number used at checkout, via KopoKopo reverse-transaction. You'll receive an M-Pesa SMS confirmation. If the M-Pesa number is no longer active, we can arrange refund via bank transfer to an account in your name — KSh 50 transfer fee applies.

PesaPal / card refund specifics

Visa, Mastercard and other card payments via PesaPal are refunded to the same card. PesaPal then routes the funds to your card-issuing bank, which typically posts the refund within 5–10 business days. International card refunds may take longer due to your bank's clearing schedule.

Pro-rata refunds after the 7-day window

If you cancel after the 7-day window but within an annual billing cycle, we don't issue cash refunds. Instead, you can:

• Use the remaining balance as credit toward a different Hostiko service (web design, M-Pesa integration, SSL upgrade, etc.).
• Transfer the remaining hosting time to a different domain you own.
• Gift the remaining hosting time to a friend, NGO, or church (one transfer per account).

Chargebacks and disputes

If you're considering a chargeback through your bank or M-Pesa, please contact us first. In every case so far, we've been able to resolve the issue directly faster than a chargeback (typically same day vs 30+ days). Chargebacks may result in account suspension while we investigate.

Changes to this policy

We may update this policy from time to time. Significant changes are emailed to active customers 14 days before taking effect. The current effective date is below.

Last updated: 18 May 2026
Questions about this policy? Email support@hostiko.co.ke.