Our service should be spot on, or your money back.
There's a reason we've been in business for over ten years - it's because we offer our clients a service they can depend on. We really believe that you'll be over the moon with your Kualo hosting. To put our money where our mouth is we offer several guarantees which are linked to credits or refunds in the rare occasions that we fall short.
60-Day Money Back Guarantee
This one's quite simple. If you're not happy within your first 60 days as a customer, we'll refund all your hosting fees. That's a serious commitment to customer service. The money-back guarantee has a few exclusions:
- Domain Name Registration / Transfers
- SSL Certificates
- Setup Fees
- Dedicated Servers
1 Hour Support Response Guarantee
If you log a ticket for tech support and don't get a reply from a team member within one hour, we will credit your account with $1 per ticket. Please note:
- Support ticket must be logged properly for the Technical Support department via my.kualo.com
- Excludes other departments - billing, sales etc.
- Total credit cannot exceed your total monthly or monthly equivilant hosting fee
- Does not guarantee issue resolution - only that you will receive a response from a human that your issue is being investigated
- Credit must be requested by raising a ticket to the Accounts Department via my.kualo.com, and will be applied to your account for use on future invoices.
99.9% Uptime Guarantee
If your site isn't available for at least 99.9% of a calendar month, we will credit your account in line with the following scale:
- 0 Minutes - 45 Minutes of Downtime (100% - 99.9%) - No Credit
- 45 Minutes and 3 hours 30 mintes of Downtime (99.9% - 99.5%) - 10% Credit
- 3 Hours 30 minutes and 7 hours 15 minutes of Downtime (99.5% - 99%) - 15% Credit
- 7 Hours 15 minutes and 14 hours 30 minutes of Downtime (99% and 98%) - 25% Credit
- More than 14 hours 30 minutes of Downtime (less than 98%) - 100% Credit
The uptime guarantee excludes any scheduled maintenance, and is for unplanned outages only. Credits are issued to your account which can be applied to future invoices, refunds are not processed. Please see our terms and conditions for full details.