Refunds
Our refund policy and how to request a refund for your hosting services.
1Refund Policy
Our commitment to customer satisfaction:
14-Day Money-Back Guarantee
All paid plans come with a 14-day money-back guarantee. If you're not satisfied, request a full refund within 14 days of purchase.
Full refunds available for:
- First-time subscription within 14 days
- Service outages exceeding SLA
- Accidental duplicate payments
- Technical issues preventing service use
Partial refunds (prorated):
- Downgrading plans mid-cycle
- Cancellation after 14-day period
- Unused portion of annual plans
Non-refundable:
- Domain registration fees (registrar policy)
- Setup fees (if applicable)
- Accounts terminated for policy violations
2Request a Refund
How to request a refund:
- Go to Account Settings > Billing
- Click "Request Refund"
- Select the payment to refund
- Provide a reason (helps us improve)
- Submit your request
Or contact support directly:
Email: billing@bericanlabs.com
Subject: Refund Request - [Your Account Email]
Include your transaction ID or MPESA confirmation code for faster processing.
3Refund Processing
Refund timeline by payment method:
MPESA
Refunded to original number
24-48 hours
Credit/Debit Card
Refunded to original card
5-10 business days
Bank Transfer
Refunded to original account
3-5 business days
You'll receive an email confirmation when the refund is processed.
4Account Credits
Instead of a refund, you can opt for account credit:
Benefits of account credit:
- Instant application to your account
- 10% bonus added to credit amount
- Can be used for any services
- Never expires
# Check account credit balance
berican billing credits
# Current balance: KES 1,650
# (Includes 10% bonus on KES 1,500 refund)5Dispute Resolution
If you're not satisfied with a refund decision:
- Reply to the refund decision email
- Request escalation to a billing manager
- Provide additional context or documentation
- Receive a final decision within 48 hours
Our Promise
We aim to resolve all billing disputes fairly. If we made an error, we'll make it right. Customer satisfaction is our priority.
For urgent billing issues, call: +254 700 000 000