How to Request a Refund (30-Day Money-Back Guarantee)

What qualifies for a refund

Service	Refund?
New shared hosting — first-time customers	✅ Within 30 days of the initial purchase
Email hosting — first purchase	✅ Within 14 days
Renewals of any service	❌
Account upgrades	❌
Domain registration, transfer and renewal	❌ (domains are registered with the registry immediately)
SSL certificate purchases	❌
VPS and dedicated servers	❌
Setup and migration fees	❌
Promotional or discounted services	❌
Accounts suspended or terminated for policy violations	❌

The full rules are in our Refund Policy.

Before you ask — can we fix it?

Many refund requests are for problems we can solve quickly — a slow site, email not working, or difficulty moving a website. WhatsApp +254 104 666 000 first; if we can’t make it right, we will process the refund without fuss.

Step 1: Back up anything you need

Once a refund is processed, the hosting account is cancelled. Download your files and databases first — see Backup Wizard — and copy any emails you want to keep.

Step 2: Open a Billing ticket

Log in at portal.autohost.co.ke → Support → Open Ticket → choose the Billing department. Include:

• the invoice number you paid,
• the service/domain to refund,
• the reason (it helps us improve),
• how you paid — the refund goes back to the original payment method.

Step 3: What happens next

Paid with	Typical time after approval
M-Pesa	3–5 business days
Card	Up to 14 business days (depends on your bank)
Bank transfer	Up to 14 business days

Frequently asked questions

Can I get a refund for the unused months of a yearly plan after 30 days?
No — only first purchases within the guarantee window qualify. You can cancel at the end of the period so it does not renew.

I’ve been a customer before. Do I qualify?
The guarantee is for first-time customers’ initial shared hosting purchase.

Can I downgrade instead?
Yes — often a smaller plan solves a cost concern. See Upgrade or downgrade.