Automatic account-credit refunds, eligibility rules, and supported external refund methods.
Effective date: September 20, 2026
This Refund Policy explains how KmerHosting handles failed service payments, account-credit restorations, refund requests, cancellations, and external payouts. It applies together with the relevant order, service description, registrar or provider rules, payment-provider requirements, and any mandatory consumer rights that apply in your location.
KmerHosting offers a 30-day money-back guarantee for eligible new Shared Hosting subscriptions, including DirectAdmin and cPanel standard or application-focused plans, subject to the requirements and exclusions below. Email Hosting, VPS, domains, reseller hosting, dedicated servers, licenses, add-ons and custom services are not covered unless the applicable order expressly states otherwise.
When a supported service payment is deducted from your KmerHosting account credit but the purchase, renewal, provisioning, or provider-side transaction fails, the amount charged for that failed service payment is automatically returned to your available KmerHosting account balance after the failure is recorded by the platform. No separate refund request is required for this internal credit restoration.
The restored amount remains available in your KmerHosting account and can be used for other supported services. An automatic account-credit restoration is not the same as an external payout to a bank account, Mobile Money account, or payment card.
For an eligible new Shared Hosting subscription, you may request a refund within 30 calendar days after the initial service activation under the 30-day money-back guarantee. The request must be submitted by the account holder to [email protected] before the 30-day period expires. Normal provisioning, configuration and ordinary use of an eligible hosting account for evaluation do not by themselves cancel this 30-day guarantee.
We may also approve a full or partial refund, account credit, replacement, or another appropriate remedy when a qualifying service was not delivered as agreed, a duplicate payment is confirmed, another advertised service guarantee applies, or a mandatory consumer right requires a remedy. Eligibility is assessed according to the service, billing period, usage, cause of the issue, and applicable terms.
Disabling automatic renewal or cancelling a service stops future service periods when the request is completed before the applicable renewal deadline. It does not automatically refund the current paid period, reverse a completed domain transaction, or erase amounts already due. Some services may require cancellation through their dedicated management interface or provider process.
If you want an eligible refunded balance returned outside your KmerHosting account, you must submit a payout request. External refunds are processed separately from the immediate account-credit restoration described above and are therefore not instantaneous. Processing and settlement times vary according to your country, the selected payout method, banking or Mobile Money availability, payment-provider processing, verification requirements, and local operating days.
Where a direct refund to the original payment method is supported, KmerHosting may use that method. When it is unavailable or impractical, an alternative supported payout route may be used with your approval.
Email [email protected] from the email address associated with your KmerHosting account. Include the invoice or transaction reference, service name, purchase or renewal date, amount requested, reason for the request, and your preferred supported payout method. We may request additional information to verify the account holder and the destination before releasing funds.
For Mobile Money or bank transfer, provide only the information reasonably required to complete the payout. For card refunds, do not send a full card number, CVV, PIN, password, authentication code, private key, or other sensitive credential by email, chat, or support ticket. If a card payout link is used, it must be a supported secure payment link.
We may review account records, transaction data, service state, provisioning records, support communications, usage, and third-party payment records before approving an external refund. We will communicate the approved amount and available payout method. A refund decision for one service or invoice does not create a guarantee for another service.
Once an external payout has been initiated, the final settlement time is controlled in part by the receiving bank, Mobile Money operator, card network, or payment provider. KmerHosting cannot guarantee a fixed settlement time where those external systems are involved.
If you believe a charge is incorrect, contact [email protected] before initiating a chargeback where possible. A chargeback or payment dispute may require us to restrict the affected transaction or service while the payment provider reviews the case, without limiting any rights that cannot legally be waived.
Questions about this policy? Contact [email protected].