The Cancellation Process and Refund Policy
At Jiinubi, we aim for total customer satisfaction. However, we understand that projects change. If you decide to close a service, we provide a clear cancellation process and a transparent refund policy to protect your investment and avoid surprises.
How to Request a Cancellation
To stop future billing, cancellations must be submitted through the Client Area. Email or live chat requests cannot be accepted for security and audit purposes.
- Log in
Access your Jiinubi Client Area. - Select the Service
Navigate to Services > My Services and click on the product you wish to cancel. - Request Cancellation
From the left-hand Actions sidebar, click Request Cancellation. - Describe Your Reason
Briefly explain why you are cancelling. This feedback helps us improve our services. - Choose Cancellation Type
- Immediate: Service is terminated within 24 hours. Important: Ensure you have downloaded all backups first.
- End of Billing Period: Service remains active until the next due date, then expires automatically.
30-Day Money-Back Guarantee
We offer a risk-free 30-day money-back guarantee for new hosting customers.
- Eligible Services: Shared Hosting and WordPress Hosting only.
- Eligibility Window: Refund request must be submitted within 30 days of the initial purchase.
- Refund Amount: Hosting fees are refunded in full if you are unsatisfied.
Important Policy Details
- Domain Names: Domain registrations are non-refundable. Once a domain is registered with the global registry, it is reserved for the full registration period.
If your hosting plan included a Free Domain, the market cost of the domain will be deducted from any approved hosting refund. - VPS & Dedicated Servers: Due to dedicated resource allocation, VPS and Dedicated Server services typically fall outside the standard 30-day guarantee or may have a limited 7-day refund window depending on the plan.
- Terms of Service Violations: Refunds are not available for accounts terminated due to spamming, malware hosting, abuse complaints, or other violations of Jiinubi Terms of Service.
Notes on M-Pesa Refunds
If payment was made via M-Pesa, refunds are processed in one of the following ways:
- Returned directly to the original M-Pesa number, or
- Added as Account Credit for future services
The method used may depend on transaction age, reconciliation status, and customer preference.
Tip:
Choosing End of Billing Period instead of Immediate cancellation ensures uninterrupted access while you migrate your data to another provider.
