Legal

Refund Policy

We stand behind our services. Here's exactly how our refund process works.

Last Updated: January 1, 2025  ·  Effective: January 1, 2025

7
Day Money-Back
Full refund within 7 days of account activation — no questions asked
0
Questions Asked
We won't interrogate you — if you're not happy, we issue the refund
2–5
Business Days
Refunds processed back to your original payment method

Our Promise: HostKum offers a 7-day money-back guarantee on new shared hosting, WordPress hosting, and VPS plans. If you are not fully satisfied within 7 days of account activation for any reason, we will issue a complete refund — fast, with no hassle.

1. 7-Day Money-Back Guarantee

We want you to try HostKum with complete confidence. All new hosting accounts qualify for a full refund if requested within 7 calendar days of account activation.

To qualify for the money-back guarantee:

  • The refund request must be submitted within 7 calendar days of your account's initial activation date
  • Your account must be in good standing (not suspended for AUP violations or fraudulent activity)
  • The guarantee applies to your first purchase only — not to subsequent renewals or additional accounts
  • You must contact us directly at support@hostkum.com or via your client area

2. Eligible Services

The following services are covered under the 7-day money-back guarantee:

  • WordPress Hosting (Standard, Professional, Elite)
  • cPanel Hosting (Budget, Silver, Gold)
  • VPS Hosting (VPS 0, VPS 1, VPS 2)
  • Reseller Hosting (where available)

3. Non-Refundable Items

Note: The following items are strictly non-refundable once purchased, regardless of circumstances. This is because costs are immediately incurred with third-party providers on your behalf.

  • Domain name registrations and transfers — Domain costs are paid directly to registries the moment you register and cannot be reversed
  • SSL certificates — Once issued by the Certificate Authority, SSL certificates cannot be returned or refunded
  • Service renewals — Payments made for renewal of existing services after the initial term are not eligible for refunds
  • Additional IP addresses — Dedicated IP resources allocated on your behalf
  • Control panel licences — cPanel, Plesk, or other third-party software licences
  • Accounts terminated for violations — Accounts suspended or terminated due to violations of our Acceptable Use Policy or Terms of Service are not eligible for any refund
  • Accounts with active chargebacks — If you have initiated a chargeback with your bank or PayPal, you forfeit eligibility for a refund through our process

4. How to Request a Refund

To request a refund, contact our billing team using one of the following methods:

Please include your account email address, order number, and a brief reason for your request. Our team aims to process all refund requests within 2 business days of receipt.

5. Refund Processing Times

Once approved, refunds are returned to your original payment method:

  • PayPal payments: Refunded to your PayPal account within 2–3 business days
  • Credit/debit card via Stripe: Refunded to the original card within 5–10 business days depending on your bank's processing time

HostKum does not charge any processing fees or administrative charges for approved refunds. Any fees charged by PayPal or your bank are outside our control.

6. Service Credits (SLA Breach)

For verified downtime that exceeds our uptime SLA guarantees (99.9% for shared hosting, 99.99% for VPS), you are entitled to request a pro-rated service credit applied to your account:

  • Credits must be requested within 30 days of the incident by contacting support
  • Credits are applied to your next invoice and cannot be redeemed for cash
  • Scheduled maintenance windows and customer-caused outages are not eligible for SLA credits

7. Chargebacks & Disputes

We strongly encourage customers to contact us before initiating a chargeback with their bank or PayPal. We are committed to resolving all billing disputes fairly and quickly through direct communication.

Initiating an unauthorised chargeback may result in:

  • Immediate suspension of your hosting account
  • A chargeback dispute fee of up to $25 USD (where permitted by law)
  • Permanent forfeiture of any future refund eligibility with HostKum
  • Reporting to fraud prevention databases

8. Cancellation Process

You may cancel any service at any time through your client area. To cancel:

  1. Log in to hostkum.com/client
  2. Navigate to Services → My Services
  3. Select the service you wish to cancel and click Request Cancellation
  4. Choose immediate or end-of-term cancellation and submit

Cancellations take effect at the end of the current billing period unless immediate cancellation is requested. No partial-period refunds are provided for mid-cycle cancellations outside of the 7-day guarantee window.

9. Contact for Refund Enquiries