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P. O. Box 6084 - 00100, Nairobi, Kenya Customer Login

Refund Policy

Last updated: January 2026

1. Overview

At Braysons Host, we are committed to customer satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for our hosting and domain services. Please read this policy carefully before making a purchase.

2. Web Hosting Services

30-Day Money-Back Guarantee

New shared hosting accounts are eligible for a full refund within 30 days of the initial purchase date. This guarantee applies to first-time customers only and does not apply to renewals or account upgrades.

  • Refund requests must be submitted within 30 days of purchase.
  • The refund will be processed to the original payment method within 7–14 business days.
  • Accounts terminated for violations of our Terms of Service are not eligible for refunds.
  • Add-on services (SSL certificates, domain registration, etc.) are non-refundable.

3. Domain Registration

Domain registrations are generally non-refundable once processed, as the domain is registered with the registry on your behalf. This includes:

  • .co.ke, .ke, .com, .net, .org, and all other TLDs.
  • Domain transfers initiated and completed.
  • Domain renewals that have been processed.

In exceptional circumstances (e.g., duplicate purchase due to a technical error), please contact our support team within 24 hours and we will review your case.

4. VPS and Dedicated Servers

VPS and dedicated server services are provisioned immediately upon payment and are non-refundable. If you experience technical issues with your server, please contact our support team and we will work to resolve the issue promptly.

5. Email Hosting

Email hosting services are eligible for a refund within 14 days of the initial purchase if you are not satisfied. Renewals are non-refundable.

6. Renewals

Service renewals are non-refundable. We send renewal reminders before the due date to give you the opportunity to cancel if you no longer wish to continue. Please ensure you cancel your service before the renewal date if you do not wish to be charged.

7. Non-Refundable Items

The following are strictly non-refundable:

  • Domain registration, transfer, and renewal fees.
  • SSL certificate purchases.
  • Setup fees and migration fees.
  • Services cancelled after the refund window has passed.
  • Accounts suspended or terminated for policy violations.
  • Any promotional or discounted services.

8. How to Request a Refund

To request a refund, please:

  1. Log in to your client portal at client.braysons.co.ke.
  2. Submit a support ticket with the subject "Refund Request".
  3. Include your order number, the service you wish to cancel, and the reason for your request.
  4. Our team will review your request and respond within 2 business days.

9. Refund Processing

Approved refunds will be processed within 7–14 business days. M-Pesa refunds are typically processed within 3–5 business days. Bank transfer refunds may take up to 14 business days depending on your bank.

10. Contact Us

For refund enquiries, please contact us:

Braysons Host Support

Email: support@braysons.co.ke

WhatsApp: +254 733 338 989

Hours: Monday – Saturday, 8:00am – 10:00pm EAT