Refunds Policy

1. Money-back guarantee

We offer a 30-day money-back guarantee on new shared hosting plans. If you cancel within 30 days of your first invoice, we refund the full amount paid for the hosting plan (less domain and SSL costs, which are non-refundable, as set out below).

2. Non-refundable items

• Domain registration and renewal fees (the registry charges us as soon as the domain is processed)
• Commercial SSL certificates (refundable only under the issuing authority's policy, typically within 30 days)
• Setup fees on dedicated servers (covers manual data-centre provisioning)
• Add-on services already consumed (backups taken, mass-email packages used, etc.)

3. Pro-rated refunds on annual plans

For annual hosting and VPS plans cancelled after the first 30 days, you may request a pro-rated refund for the unused months. The pro-rating is calculated on the discounted annual rate, not the monthly rate. We typically apply this as service credit on your account; a cash refund to your original payment method is available on request, subject to processor fees (see below).

4. Refund methods & timing

• M-Pesa: Refunded via M-Pesa B2C to the originating phone number within 5 business days.
• Card: Refunded to the originating card within 5-14 business days; timing depends on your card issuer.
• Bank transfer: Refunded to the originating account within 5 business days.
• Account credits: Reverted as credits within 24 hours.

5. Payment processing fees

Payment processor fees paid at the time of purchase are non-refundable (the processor charges us either way). For M-Pesa this is approximately 1.5%; for card payments approximately 4%; bank transfer fees are zero.

6. Chargebacks

Please contact us before initiating a chargeback through your bank. Most disputes are resolved within a day via direct support. If you initiate a chargeback for a transaction that turns out to be a contractual dispute rather than fraud, your account may be suspended pending resolution and you may be charged the dispute fee levied by the processor.

7. Service credits

Where you accept service credits instead of a cash refund, the credits are valid for 12 months from issue and can be applied to any future invoice on your account. Credits are not transferable and have no cash value if your account is closed.

8. How to request a refund

Open a support ticket from your dashboard or email billing@simbahost.co.ke with your order number and the reason for the refund. We respond within 1 business day.

Questions about this document? Email legal@simbahost.co.ke or contact our support team.