How to request a refund from Kualo

If you need to cancel a service or have been charged incorrectly, you may be entitled to a refund. This article explains our policy, what is and is not covered, and how to raise a request.

Our refund policy at a glance

We do not lock you into a contract on any hosting plan. If you have paid in advance for a longer billing cycle, we will refund the unused portion, minus any discount you received for paying upfront.

The key principle is this: we will refund the difference between what you paid and what you would have paid on a shorter-term contract for the time you actually used. If the discount you received already covers that difference, no refund will be due.

For example, an annual plan typically gives you two months free compared to paying month to month. If you cancel in month ten or eleven, the value of those free months has already been used, so there is nothing left to refund.

See Understanding Kualo's billing cycles for hosting for a full explanation of how billing cycles and discounts work.

60-day money-back guarantee

New hosting orders are covered by our 60-day money-back guarantee. If you are not happy with your hosting for any reason, you can request a full refund within 60 days of placing your order.

A few things to be aware of:

• The guarantee applies to new hosting orders only. It does not cover renewals, domain registrations, or any other charges listed under What is non-refundable below.
• The guarantee covers hosting only, and excludes any setup fees or domain registration costs. If you received a free domain registration (for instance with annual payment) we will refund the the hosting fee less the cost of a 1 year domain registration for your chosen domain extension.
• A refund will not happen automatically if you cancel your service. You must contact us and specifically request a refund under the 60-day guarantee.
• To claim, raise a billing ticket through MyKualo as described in How to submit a refund request below, and mention the 60-day guarantee in your message.

What is non-refundable

The following charges cannot be refunded under any circumstances:

• Domain name registrations and renewals - once a domain has been registered or renewed, the registry fee is non-recoverable and we cannot pass a refund on to you.
• Setup fees - where a setup fee was charged at the time of ordering, this is non-refundable.
• Ad-hoc work already completed - charges for projects, custom coding, system administration, or any other work carried out on your behalf are non-refundable once the work is done.

Before you request a refund

Before raising a refund request, it is worth checking a few things:

• Review your invoice in MyKualo to confirm exactly what you were charged and when. See VAT and tax on Kualo invoices if you have questions about how VAT was applied.
• If you want to cancel your service rather than simply request a refund, read Need to Make Changes to Your Service? Upgrades, Downgrades and Cancellations. first, as cancellation and refund are two separate steps.
• Check your payment method is still valid in MyKualo, as refunds are returned to the original payment source. You can update your card details at How do I update my credit card?

How to submit a refund request

All refund requests must be raised as a support ticket through MyKualo. There is no automated refund button; our billing team reviews each request individually.

1. Log in to MyKualo at my.kualo.com.
2. Click Support in the top navigation, then select Open New Ticket.
3. Choose the Billing department from the department list.
4. In the subject line, write something clear such as "Refund request - [your domain or invoice number]".
5. In the message body, include:
   • the service or invoice you are requesting a refund for
   • the reason for your request
   • the date you cancelled or intend to cancel (if applicable)
   • whether you are claiming under the 60-day money-back guarantee (if applicable)
6. Submit the ticket.

See How to Create a Support Ticket in MyKualo if you need help navigating the support area.

How long does a refund take?

Our billing team aims to review refund requests within one business day. Once approved:

• Credit or debit card refunds are typically processed within 5-10 business days, depending on your card issuer.
• PayPal refunds are usually returned within 3-5 business days.
• Account credit (if agreed) is applied to your MyKualo balance immediately and will offset your next invoice automatically.

Disputed or incorrect charges

If you believe you have been charged in error rather than requesting a standard refund, raise a billing ticket as described above and include the invoice number and a brief explanation. We will investigate and correct any genuine billing errors promptly.