Refunds are handled case by case based on the service type and how long ago payment was made. This guide explains what is typically eligible and how to request one.
What Is Usually Eligible
- Hosting plans: New hosting orders may qualify for a refund within an initial money-back window.
- Not usually refundable: Domain registrations and renewals (these are paid to the registry), SSL certificates, and add-ons that are activated immediately.
How to Submit a Request
- Log in at my.nairohost.site.
- Open Support > Tickets and create a new ticket under Billing.
- Include the invoice number, the service name, and the reason for the refund.
- State your preferred refund destination (for example, the M-Pesa number or bank account used to pay).
- Submit and wait for the billing team to review.
How Refunds Are Returned
| Original payment | Refund returned to | |------------------|--------------------| | M-Pesa | The same or a stated M-Pesa number | | Card | The original card | | Bank transfer | The originating bank account |
Refunds are normally returned to the original payment method where possible. Processing time depends on the method, with card reversals sometimes taking several business days. If you have not paid yet but want to cancel an unpaid invoice, you do not need a refund; simply request cancellation. For help, contact support via the /contact page.