Clear, transparent guidelines on refunds and service eligibility at HostHela. We are committed to fairness, compliance, and protecting both our customers and our platform.
Last Updated: May 8, 2026
At HostHela, we are committed to providing reliable hosting and digital services. This Refund and Returns Policy explain the conditions under which refunds may be issued for our services.
By purchasing any HostHela service, you agree to this policy.
1. Non-Refundable Services
The following products and services are non-refundable:
• Domain name registrations, renewals, or transfers
• Hosting plans (shared, VPS, reseller, or dedicated)
• SSL certificates
• Dedicated servers
• Software licenses
• Setup fees
• Custom development services
• Third-party services
• Add-ons and upgrades
• Services suspended or terminated due to Terms violations
This is because many of these services involve immediate third-party costs and irreversible registrations.
2. Refund Request Period
Refund requests must be submitted within the applicable refund period from the original purchase date unless otherwise stated. Refund requests submitted after the refund window expires may not be approved.
3. Renewal Payments
Renewal fees are generally non-refundable once processed. Customers are responsible for cancelling services before the renewal date if they do not wish to continue using the service.
4. Abuse and Policy Violations
No refunds will be provided for accounts suspended or terminated due to:
• Spam or abusive activities
• Malware distribution
• Illegal content
• Resource abuse
• Violation of our Terms and Conditions or Acceptable Use Policy
5. Chargebacks and Payment Disputes
Customers agree to contact HostHela support before initiating a chargeback or payment dispute.
Fraudulent or unjustified chargebacks may result in:
• Immediate account suspension
• Permanent account termination
• Additional recovery or administrative fees
6. Refund Processing
Approved refunds are processed using the original payment method where possible.
Processing times may vary depending on:
• Payment provider
• Bank processing times
• Currency conversion procedures
7. Account Cancellation
Customers may cancel services at any time through their client area or by contacting support.
Cancelling a service does not automatically generate a refund unless the service qualifies under this policy.
8. Changes to This Policy
HostHela reserves the right to modify this Refund and Returns Policy at any time. Updated versions will be published on our website.
9. Contact Us
For refund requests or billing inquiries, please contact us:
Email: info@hosthela.com
Phone Number: +254725297921