1. Purpose of this policy
This Refund Policy explains when KmerHosting may issue a refund, a service credit, or no reimbursement at all. Because different products have different setup costs and delivery constraints, eligibility depends on the service purchased and the stage of execution.
2. General principles
- Refunds are assessed against the specific service type, delivery stage, and reason for the request.
- Renewals are generally less flexible than first-time purchases because resources or domain renewals are often committed in advance.
- Operational costs that have already been consumed may not be recoverable even when a service is canceled early.
3. Hosting services
Shared hosting and similar entry-level plans may qualify for a limited refund window when the request is made shortly after the initial purchase and the service has not been materially consumed or abused.
VPS, VDS, dedicated servers, and other custom provisioned environments usually involve immediate resource allocation. For those services, refund eligibility is narrower and may be limited to cases where the environment was not provisioned as ordered or where a verified technical fault could not be resolved in a reasonable time.
4. Domains, licenses, and third-party items
Domain names, SSL certificates, software licenses, and similar third-party products are often subject to registry or issuer rules. Once activated, submitted, issued, or renewed, they may be non-refundable even if the related hosting service is canceled.
5. Cases that may qualify
- The service was never provisioned and the request is made before activation.
- A confirmed infrastructure issue prevented delivery and could not be resolved within a reasonable time.
- A duplicate payment or billing error created an incorrect charge.
- The wrong product was activated because of an internal processing mistake on our side.
6. Cases that usually do not qualify
- Change of mind after a service has already been provisioned or consumed.
- Configuration mistakes, application issues, or incompatibilities outside the KmerHosting service scope.
- Suspension or termination caused by non-payment, abuse, fraud, or policy violations.
- Fees paid for add-ons, setup work, migrations, or custom engineering already performed.
7. Service credits and alternatives
In some situations, a credit note, plan migration, or extension of service time may be more appropriate than a cash refund. We may choose the remedy that most fairly matches the facts.
8. How to request a refund
- Open a billing ticket from the client area when possible.
- Attach screenshots, logs, or supporting evidence if the request is related to a technical delivery issue.
- Use the same account email that was used for the purchase so we can verify ownership faster.
9. Processing time
Once approved, reimbursement timing depends on the payment channel. Mobile money, bank transfer, or account credit may each have a different processing delay. We will confirm the approved remedy and the expected timing after review.
10. Chargebacks
If you initiate a chargeback without first contacting us through the normal review process, the related account or service may be temporarily restricted while the dispute is investigated.
11. Contact
- Email: [email protected]
- WhatsApp: +237 694 193 493
- Location: Yaounde, Cameroon