Tayo Host Ltd ("Tayo Host", "we", "us", "our") wants you to be confident when you sign up. This Refund Policy explains clearly what is refundable, what is not, how to request a refund, and how long it takes to process.
This policy applies to all clients regardless of how they found us — whether directly, through a search engine, through a referral, or through our affiliate programme. All clients are treated equally under this policy.
For refund requests contact us at billing@tayohost.com or via WhatsApp at +254 796 096 075. Refund requests submitted through your WHMCS client dashboard at my.tayohost.com are also accepted.
1. The 30-Day Money-Back Guarantee
1.1 What Is Covered
Tayo Host offers a 30-day money-back guarantee on the first purchase of the following services by a new client account:
- Shared Web Hosting plans
- WordPress Hosting plans
- WooCommerce Hosting plans
- Ecommerce Hosting plans
- Email Hosting plans
1.2 How It Works
If you are not satisfied with your hosting service for any reason, you may request a full refund within 30 calendar days of your initial purchase date. The 30-day period begins on the date payment was confirmed — not the date your account was activated.
1.3 This Is a Satisfaction Guarantee
The purpose of this guarantee is to give you genuine confidence to try Tayo Host under real conditions. You are entitled to use the service normally during the 30-day window — uploading files, installing WordPress, setting up email accounts, and testing performance. Normal use of the service during the guarantee period does not disqualify your refund request.
2. What Is Not Refundable
The following are excluded from the money-back guarantee and are non-refundable under all circumstances:
2.1 Domain Name Registrations
Domain registrations are never refundable once the domain has been registered. When you register a domain, the registration fee is immediately passed to the domain registry via our registrar and cannot be recovered. This applies to all domain extensions including .com, .net, .org, .online, .store, and all others. If your hosting plan includes a free domain promotion, the standard domain registration cost will be deducted from any hosting refund where the domain has already been registered.
2.2 Renewals
The 30-day money-back guarantee applies to first purchases only. Renewals of any service — whether monthly or annual — are non-refundable. We send renewal reminder notices at least 30 days before expiry to give you time to cancel if you do not wish to continue. If you do not cancel before renewal, the renewal payment is not eligible for a refund.
2.3 Monthly Plans After the Billing Period Has Passed
For monthly billing plans, refunds are only available within the 30-day guarantee window on the first purchase. Once a monthly billing period has passed, that period is non-refundable.
2.4 Accounts Suspended or Terminated for Policy Violations
Accounts that have been suspended or terminated due to a violation of our Acceptable Use Policy or Terms of Service are not eligible for any refund, regardless of when the violation occurred or when the refund is requested.
2.5 Second or Subsequent Purchases
The money-back guarantee applies once per client — on the first hosting plan purchased under a new account. Subsequent purchases of additional hosting plans, upgrades, or new plans on an existing account are not covered by the guarantee.
2.6 Add-On Services
Separately purchased add-on services including SSL certificates purchased independently, premium support packages, and similar one-time services are non-refundable once activated or provisioned.
2.7 Abusive Refund Requests
The money-back guarantee exists to protect genuine clients who find that Tayo Host does not meet their needs. We reserve the right to decline refund requests where there is evidence of abuse — including purchasing and requesting refunds repeatedly, creating multiple accounts to obtain multiple refunds, or any other pattern suggesting the guarantee is being exploited rather than used for its intended purpose.
3. Partial Refunds
3.1 Prorated Refunds for Service Modifications
If Tayo Host modifies or discontinues a service you have prepaid for, and you elect to cancel as a result, you are entitled to a prorated refund for the unused portion of your prepaid period, calculated on a daily basis.
3.2 Downtime Credits
Service credits issued for failure to meet the 99.9% uptime guarantee (as described in our Terms of Service) are applied to your account as billing credits and are not paid as cash. Credits cannot be transferred or used toward domain registration fees.
4. How to Request a Refund
To request a refund under the 30-day money-back guarantee, follow these steps:
- Step 1 — Cancel your service first. Submit a cancellation request through your WHMCS client dashboard at my.tayohost.com, or contact us at billing@tayohost.com. Your service must be cancelled before a refund can be processed.
- Step 2 — Submit your refund request. Email billing@tayohost.com with your account email address, the order or invoice number, and your reason for requesting a refund. You may also send your request via WhatsApp at +254 796 096 075.
- Step 3 — Confirm your payment details. If your original payment was made via M-Pesa or Airtel Money, include the phone number used for payment. If via PayPal, confirm your PayPal email address. If via bank transfer, provide your bank account details for the return transfer.
- Step 4 — Wait for confirmation. We will acknowledge your refund request within 2 business days and confirm whether it qualifies under this policy.
5. Refund Processing Times
Once a refund has been approved, processing times depend on your original payment method:
6. Affiliate Programme and Refunds
6.1 Commission Reversal
If a client was referred by an affiliate and subsequently requests a refund within the 30-day guarantee window, the affiliate commission for that sale will be reversed. This is why affiliate commissions are held for 32 days before being confirmed and paid — to ensure the refund window has passed before commissions are released.
6.2 No Impact on Client Refund Eligibility
Whether a client was referred by an affiliate or found Tayo Host directly has no bearing on their refund eligibility. All clients are subject to the same 30-day money-back guarantee and the same exclusions. Clients referred by an affiliate are not penalised and are not subject to a shorter guarantee window.
7. Chargebacks and Payment Disputes
Initiating a chargeback or payment reversal with your bank, card issuer, or PayPal without first submitting a refund request to Tayo Host and allowing us a reasonable opportunity to resolve the matter is a breach of our Terms of Service. If a chargeback is initiated without prior contact, your account will be suspended immediately pending investigation, and a chargeback administration fee may be applied. We strongly encourage you to contact us at billing@tayohost.com before initiating any payment dispute — in the vast majority of cases, we can resolve the issue quickly and directly.
8. Your Statutory Rights
Nothing in this Refund Policy limits or excludes any statutory rights you have under the Kenya Consumer Protection Act 2012 or any other applicable law that cannot be excluded or varied by contract. If you believe your statutory consumer rights have been violated and we have been unable to resolve your complaint, you may contact the Competition Authority of Kenya (CAK) at www.cak.go.ke. We encourage you to contact us first at billing@tayohost.com so we can resolve the matter directly.
9. Changes to This Policy
Tayo Host reserves the right to update this Refund Policy at any time. When we make material changes, we will update the date at the top of this page and notify existing clients by email at least 14 days before the changes take effect. Changes apply to purchases made after the effective date of the updated policy. Your rights under this policy at the time of your purchase are preserved for that purchase.
10. Contact
Questions about this policy?
Contact us at billing@tayohost.com and we will respond within 30 days.
Mon–Sat, 8am–8pm EAT