Refund Policy

1. Our Commitment

At KmerHosting, we stand behind the quality of our cloud services. If you are not completely satisfied with your purchase, we are here to help. Our refund policy is designed to be transparent, fair, and easy to understand for every customer.

We encourage you to read this policy in full before purchasing any service. By completing a purchase, you confirm that you have read and understood these terms.

2. Refund Windows by Service Type

Eligibility for a refund depends on the service type and the time elapsed since the initial purchase:

• Shared Hosting: Full refund within 7 days of the initial purchase. After 7 days, no refund is available. Renewals are excluded from this guarantee.
• VPS Hosting: Refund available within 48 hours of provisioning, for legitimate technical issues that our team cannot resolve. Change-of-mind refunds are not honored after provisioning begins.
• Cloud VDS: Refund available within 24 hours of provisioning for technical issues only. Due to dedicated resource allocation, no refunds after the 24-hour window.
• Dedicated Servers: Non-refundable after provisioning commences, due to significant hardware reservation and setup costs. Cancellations requested before provisioning starts will receive a full refund.
• Domain Names: Refund may be possible within 5 days of registration, subject to registry and TLD policies. Some TLDs (e.g., .cm, .africa) are strictly non-refundable once registered.
• Student Plans: Standard shared hosting refund window applies (7 days). Discounts are non-transferable.
• GPU / LLM Hosting: Refund available within 24 hours if the environment was never successfully provisioned. Usage-based billing is non-refundable once compute has been consumed.

3. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

• Administrative and setup fees
• SSL certificate issuance and renewal fees
• Add-on services (managed support, security audits, CDN activations)
• IP address lease fees
• Services suspended or terminated due to violations of our Terms of Service
• Accounts terminated for abuse, fraud, or illegal activity
• Services that were used or consumed — even partially
• KYC or identity verification fees
• Account credits or promotional balances

4. Technical Issues & SLA Credits

If you experience persistent technical issues attributable to KmerHosting's infrastructure that our technical team is unable to resolve within 72 hours, you may be eligible for one of the following remedies:

• A pro-rated refund for the period of confirmed downtime, even outside the standard refund window.
• A service credit applied to your account for future services.
• An upgrade or migration to an equivalent or higher-tier plan at no additional cost.

To be eligible, you must provide documented evidence of the issue (support tickets, error logs, screenshots). Issues caused by client-side misconfigurations, third-party software, or DDoS attacks on the client's services are not covered.

5. Partial Refunds

In cases where a full refund is not applicable, KmerHosting may, at its sole discretion, offer a partial refund proportional to the unused service period. This is evaluated on a case-by-case basis and is not guaranteed. Factors considered include:

• Duration of service already consumed
• Reason for cancellation
• Previous refund history on the account
• Whether a technical issue was confirmed by our support team

6. Refund Request Process

To request a refund, follow these steps:

• Log in to your KmerHosting client portal at clients.kmerhosting.com.
• Open a billing support ticket with the subject line: "Refund Request – [Service ID]".
• Include: your full name, account email, the service ID, date of purchase, and a detailed reason for the request.
• Attach any supporting documentation if claiming a technical issue refund.

Alternatively, you may email [email protected] with the same information. Verbal or social media refund requests are not accepted.

7. Refund Processing & Timeline

Once your refund request is received and approved:

• Refunds to Mobile Money (MTN/Orange) are processed within 3–5 business days.
• Refunds to bank accounts may take 5–10 business days depending on your bank.
• Refunds issued as account credits are applied instantly.

KmerHosting is not responsible for delays caused by your bank or payment provider. You will receive an email confirmation once the refund has been initiated on our end.

8. Chargebacks & Disputes

If you initiate a chargeback or bank dispute instead of following our refund process, your account may be suspended immediately pending review. Abusive chargeback activity may result in permanent account termination and potential reporting to relevant anti-fraud databases. We strongly encourage resolving issues directly with our billing team before escalating to your payment provider.

9. Contact

For refund-related inquiries, contact our billing team:

• Email: [email protected]
• WhatsApp: +237 694 193 493
• Client Portal: clients.kmerhosting.com