Refund Policy

Overview

1. 30-Day Money-Back Guarantee

A first-time customer may request a refund within 30 calendar days of the initial purchase of an eligible Shared Hosting or WordPress Hosting plan, unless the applicable order page expressly provides a different refund period. The request must be submitted through the Client Area or to support@krakenhosting.io before the 30-day period expires.

2. Services Not Covered by the 30-Day Guarantee

The following products and services are not eligible for a 30-day money-back refund:

• Domain registrations, renewals, transfers and registry fees.
• SSL certificates, software licenses, control-panel licenses and third-party add-ons.
• Dedicated servers, custom hardware, setup fees and special-order infrastructure.
• VPS / cloud resources unless the specific product page expressly states that a money-back guarantee applies.
• Managed-service labor already performed, migration work outside any included migration allowance, and usage-based charges.
• Renewal payments after the initial eligible purchase, except where required by law or where an order page expressly provides a renewal refund right.
• Services suspended or terminated for fraud, chargeback abuse, unlawful activity or material violation of the Acceptable Use Policy.

3. Promotional Domains and Bundled Benefits

If an eligible hosting plan included a free or discounted domain or other non-refundable third-party benefit, the normal cost of that benefit may be deducted from the hosting refund if the customer keeps the benefit or if the cost has already been incurred with a third party.

4. Cryptocurrency Payments

Using cryptocurrency does not by itself remove refund eligibility. For an approved refund of a cryptocurrency-paid invoice, the refundable amount is determined in the invoice currency. We may return the equivalent amount using the same supported asset where operationally available, or another agreed refund method. Network, miner or blockchain transaction fees are not refundable.

5. Processing Time

Approved refunds are normally initiated within 5-10 business days. The time for funds to appear depends on the payment method and financial provider.

6. Chargebacks and Payment Disputes

Please contact support before initiating a payment dispute so we can attempt to resolve billing issues. Fraudulent or abusive chargebacks may result in account restriction or suspension. A legitimate payment dispute does not waive rights that cannot legally be waived.

7. How to Request a Refund

Open a billing ticket in the Client Area or email support@krakenhosting.io with the account email, invoice number, affected Service and reason for the request. Do not send card numbers, passwords or one-time passcodes by email.

8. Statutory Rights

Nothing in this Refund Policy limits non-waivable consumer rights that apply under mandatory law.