Refund Policy

01 Eligible Services

The following services are eligible for refunds under this policy:

02 Non-Refundable Services

The following are not eligible for refunds due to third-party registry fees and the nature of the services:

03 Full Refund Eligibility

To qualify for a full refund under the 30-day guarantee, you must meet all of the following criteria:

• The service is being cancelled within the applicable refund window
• This is your first purchase of that service type (not a renewal or upgrade)
• Your account is in good standing with no outstanding balances
• You have not previously received a refund for the same service type
• The refund request is submitted by the account holder via a verified email address

KDC reserves the right to deny refund requests that show evidence of abuse of the refund policy (e.g., repeatedly signing up and requesting refunds).

04 Partial Refunds

4.1 Hosting Renewals

For annual or bi-annual hosting renewals cancelled after the 30-day window, KDC may issue a pro-rated refund for unused full months at our discretion. No refunds are issued for partial months.

4.2 VPS & Dedicated Server Pro-Rating

VPS and dedicated server customers who cancel within 48 hours of activation are eligible for a refund of unused days calculated as:

4.3 Annual Plans Cancelled Mid-Year

Annual plans cancelled after the 30-day window may receive a credit (not a cash refund) for unused full months, applicable to future KDC services. Credits expire 12 months from issue date.

05 How to Request a Refund

To initiate a refund, please follow these steps:

06 Refund Processing Timeline

After your refund is approved, please allow the following processing times:

KDC is not responsible for delays caused by your bank or mobile money provider once the refund has been initiated from our end. All refund timelines are subject to banking business days (excluding public holidays in Kenya).

07 Refund Methods

Refunds are issued using the same payment method used for the original purchase wherever possible:

• M-Pesa payments are refunded to the originating M-Pesa number
• Card payments are refunded to the originating card
• Bank transfer payments are refunded to the originating bank account

If the original payment method is no longer available (e.g., expired card, closed account), KDC will issue an account credit or arrange an alternative refund method after identity verification.

Refunds are processed in Kenyan Shillings (KES). KDC is not responsible for foreign exchange losses if you paid in a different currency.

08 Cancellations

You may cancel any service at any time through your client portal. Key points:

• Cancellations take effect at the end of the current paid billing period — your service will remain active until then.
• Immediate cancellation (with pro-rated refund) is only available for VPS and dedicated server services within the first 48 hours.
• Auto-renewal can be disabled in the client portal at least 3 days before the renewal date to avoid being charged for a new period.
• Cancelling a service does not automatically generate a refund. A separate refund request must be submitted if you are eligible.

09 Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or card provider. Most billing issues can be resolved quickly through our support team.

Filing a chargeback without first contacting KDC may result in:

• Immediate suspension of all KDC services associated with your account
• Permanent termination of your account and forfeiture of any account credits
• Reporting to fraud-prevention databases
• Legal action to recover costs incurred from the chargeback process

If we have made a billing error, we will correct it promptly. Please contact us at info@kenyadatacentre.com or 0790 042 320 first.

10 Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us: