7-Day Money-Back Guarantee

What the guarantee covers

Your first purchase of a SiteBoma web hosting plan (shared hosting or managed WordPress) is eligible for a full refund of the hosting fee if you ask within 7 calendar days of the order date. This applies whatever the reason: you found the panel confusing, your needs changed, or you simply changed your mind. The guarantee does not apply to an account we suspend or close for breaking our Acceptable Use Policy.

What it does not cover

• Domain registrations, renewals, transfers and restorations. Once the registry has processed them, the registry fee is gone and we cannot recover it. This is standard across the industry.
• Microsoft 365 and Google Workspace. These follow the provider's cancellation rules. Microsoft 365 can be cancelled for a refund only within 7 days of the subscription starting or renewing; after that the full term is payable.
• Dedicated servers and custom-quote services. Monthly fees for a period that has started are not refunded. Made-to-order work follows the cancellation terms in its quote or agreement.
• Paid SSL certificates (OV, EV and wildcard). These cannot be refunded once the certificate authority has issued them. The free certificates we install automatically cost you nothing.
• One-time professional services (website design, online stores, M-Pesa integration, SEO, security services and similar work). Once work has started, we refund only the part of the work not yet done, as we reasonably assess it.
• Renewals, upgrades and account credit. The 7-day window applies to the first purchase only. Account credit and affiliate earnings are used for SiteBoma services and are not paid out in cash, except as described in our affiliate programme terms.

How to request a refund

1. Sign in to your Client Area.
2. Open a support ticket with the subject "Refund request: Invoice #[your invoice number]".
3. Tell us briefly why. This is optional, but it helps us improve, and one sentence is fine.
4. Our team confirms eligibility, normally within 1 business day.
5. Once approved, the refund is sent back to your original payment method, normally within 5 business days.

Prefer to talk to a person first? Chat with us live or email [email protected]. We would rather understand the problem and fix it, but if a refund is right, we process it.

M-Pesa refunds

M-Pesa payments are refunded through Paystack to the M-Pesa number you paid from where Paystack supports it; otherwise we send the refund by M-Pesa to that number. If that number is no longer active, we can send the refund by bank transfer to an account in your name; a KES 50 transfer fee applies.

Card refunds

Visa and Mastercard payments are refunded through Paystack to the same card. The money goes back to the bank that issued your card, which usually shows it within 5 to 10 business days after we send it. Refunds to cards issued outside Kenya can take longer because of your bank's clearing schedule, and are made in KES, so the amount your bank shows can differ slightly with the exchange rate.

After the 7-day window

If you cancel after the 7-day window, we do not give cash refunds for the unused part of a billing period. Instead, you can:

• Use the remaining balance as credit toward a different SiteBoma service (web design, M-Pesa integration, an SSL upgrade and so on).
• Move the remaining hosting time to a different domain you own.
• Give the remaining hosting time to a friend, an NGO or a church (one transfer per account).

Chargebacks and reversals

If you are thinking of a chargeback through your bank or a reversal through M-Pesa, please contact us first. Most problems are solved much faster directly; a chargeback can take 30 days or more. If a payment is reversed, we may suspend the services it paid for until the matter is resolved, as our Terms of Service explain.

Changes to this policy

We may update this policy from time to time. Significant changes are emailed to active customers at least 30 days before they take effect, in line with our Terms of Service. Nothing in this policy affects your rights under the Consumer Protection Act, 2012. The date of the current version is below.

Last updated: 19 October 2026
Questions about this policy? Email [email protected]. See also our Terms of Service and Privacy Policy.