Refund Policy

Last updated: 6 October 2026

Needs legal review. The refund terms below, and the 30-day window in particular, are a commercial commitment. Confirm they match what WHMCS actually enforces at checkout and what your payment providers allow before relying on this page.

1. Our Money-Back Guarantee

At NairoHost, we stand behind our services. We offer a 30-day money-back guarantee on all shared hosting plans. If you're not completely satisfied within the first 30 days, we'll refund your hosting fees in full — no questions asked.

Quick Summary

  • Shared Hosting: Full refund within 30 days
  • WordPress Hosting: Full refund within 30 days
  • VPS Hosting: Pro-rated refund after 30 days
  • Domains: Non-refundable (registry costs)
  • SSL Certificates: Non-refundable
  • Setup Fees: Non-refundable

2. Eligible Services for Refund

2.1 Shared Hosting

Full refund if requested within 30 days of initial purchase. After 30 days, refunds are processed on a pro-rata basis for the unused portion of the term.

2.2 WordPress Hosting

Full refund if requested within 30 days of initial purchase. Same terms as Shared Hosting.

2.3 VPS & Dedicated Servers

These services involve significant resource allocation. Refunds after 30 days are processed on a pro-rata basis. Setup fees are non-refundable.

2.4 Reseller Hosting

Full refund within 30 days if no accounts have been created. After account creation, pro-rata refund applies.

3. Non-Refundable Services

The following are not eligible for refund:

  • Domain Names: Once registered, domains cannot be refunded due to registry costs. You retain ownership and can transfer away.
  • SSL Certificates: Certificate costs are non-refundable once issued.
  • Setup/Installation Fees: One-time fees for custom configurations.
  • Add-on Services: Dedicated IPs, extra storage, backup services after activation.
  • Renewals: Renewal payments processed more than 7 days prior.

4. How to Request a Refund

  1. Log in to your Client Portal
  2. Navigate to the service you wish to cancel
  3. Click "Request Cancellation" and select "Request Refund"
  4. Provide a brief reason for cancellation (optional, helps us improve)
  5. Submit your request

Alternatively, contact our billing team:

billing@nairohost.site
+254 796 358 081

5. Refund Processing

  • Refunds are processed within 5-10 business days after approval
  • M-Pesa payments are refunded via M-Pesa
  • Card payments are refunded to the original card
  • Bank transfers are refunded to your bank account

6. Account Termination on Refund

Upon refund processing:

  • Your hosting account will be terminated
  • All data will be permanently deleted
  • You are responsible for backing up your data before requesting a refund
  • Domain names remain yours and can be managed or transferred

7. Exceptions

We reserve the right to deny refund requests in cases of:

  • Violation of our Terms of Service or Acceptable Use Policy
  • Fraudulent activity or chargeback abuse
  • Repeated refund requests across multiple accounts

8. Contact

Questions about our refund policy?

billing@nairohost.site
+254 796 358 081