Cancellation & Refund Policy
By using Hostrina Kenya services, you acknowledge that you have read, understood, and agree to our legal documents, including this Cancellation & Refund Policy and all related Terms of Service. This policy explains how cancellations, refunds, and chargebacks are handled for all hosting, domain, and related services provided by Hostrina Kenya.
1. Cancellation and Account Termination
All Hostrina Kenya hosting accounts are set up on a prepay basis. Customers may cancel their accounts at any time; however, refunds will only apply if the cancellation request is made within 30 days of purchasing the account, according to our Money Back Guarantee Policy.
To cancel an account, the customer must submit a support ticket or email our Sales Department through the client area, including authentication details if requested. Any free bonuses or promotional incentives offered at signup will also be revoked upon cancellation.
Domain name registrations, transfers, service upgrades, and hosting renewals are non-refundable once activated. Customers may still transfer their domains to another host if desired.
2. Money Back Guarantee Policy
Hostrina Kenya offers a 30-day money-back guarantee on hosting plans. If you are not satisfied with our service, you can request a refund within 30 days of your purchase by emailing billing@hostrina.com or opening a ticket in your client area.
Domain name registrations, SSL certificates, and renewals are non-refundable services. Payments made via M-PESA, Western Union, or bank transfer are not covered under this guarantee. Refunds are processed within 48 hours after approval.
3. Non-Refundable Services
- All domain registrations, renewals, and transfers.
- Service upgrades, wallet top-ups, and hosting renewals.
- Multi-year domain registrations or transfers.
Refunds will exclude the cost of any non-refundable services purchased together with the hosting plan. In such cases, a partial refund may be issued.
4. Refund Processing
All approved refunds for card or M-PESA payments are processed within 48 hours. Funds will be credited back to the customer’s original payment method according to their bank, M-PESA, or payment gateway policy. PayPal refunds are credited directly to the PayPal account within 48 hours.
5. Chargebacks
Chargebacks are not accepted as a valid form of refund. Customers who initiate chargebacks may face account suspension pending investigation. Hostrina Kenya will contact the customer first to resolve the issue. Fraudulent or groundless chargebacks will lead to account termination and a possible Ksh. 4,000 administrative fee.
6. Policy on Late Cancellations
Late cancellations, or those resulting from Terms of Service violations, are not eligible for refunds. Accounts terminated due to abuse, policy violation, or fraudulent activity are permanently closed without refund.
7. Contact for Refunds and Billing
All refund or cancellation requests must be submitted through the Client Area or via email to billing@hostrina.com. Include your account details, reason for cancellation, and proof of payment where applicable.
Billing Contact:
Email: billing@hostrina.com
Phone: +254 706 717 188
8. Important Notes
- Refunds are available only for hosting services under the 30-day policy.
- Domains, SSLs, and renewals are excluded from refund eligibility.
- All refunds are issued in Kenyan Shillings (Ksh) or the original payment currency.
- Refunds may take 2–5 business days to reflect in your account, depending on your payment provider.
Contact Information
Hostrina Kenya
Email: support@hostrina.com
Phone: +254 706 717 188
Website: www.hostrina.com