Refunds Policy

Kenlife Cancellations and Refund Policy were last modified on August 30, 2024.

The act of discontinuing a Service or a Product provided by Kenlife is defined as an act of Cancellation. The customer agrees that a Cancellation request can be submitted anytime upon submitting the request via the Client Dashboard or by opening a ticket in our Billing Department.

During the process of cancelling a Product or a Service, Kenlife will attempt to resolve the reason for the Cancellation request if such is provided an act in the best interest of the client. In case the Product or Service is no longer suitable for the customer, Kenlife will act in compliance with our Terms of Service policy.

Billing and Renewal policy

Any Product or Service provided by Kenlife is billed regularly depending on the chosen by the customer during the order process Billing Cycle. If a customer would like to cancel a recurring service, they must submit a cancellation request via the Client Dashboard or to submit a ticket in our Billing Department.

The web hosting solutions offered by Kenlife are subscription-based products. As such, every product is renewed automatically to ensure that:

The customer's website will be accessible.

The data uploaded by the customer on their web hosting account is safe.

The customer's domains are renewed in time.

Renewal payments are not covered by the advertised money-back guarantee.

If the customer submits a cancellation request before the renewal date of any purchased product from Kenlife but less than seven (7) days before the renewal date, we can issue a refund equal to the amount paid minus the cost of the purchased product for a single month of the new term according to the regular monthly price.

If the customer fails to submit a cancellation request before the renewal date or has submitted the cancellation request past or on the renewal due date of the purchased service, then a refund will not be issued.

If the customer fails to submit a cancellation request entirely, Kenlife will generate a renewal invoice fourteen (14) days prior to the renewal date and attempt to charge any saved payment method on file seven (7) days prior to the renewal date of the purchased service. If unsuccessful, another attempt will be made on the renewal due date.

Customer obligations in regard to the renewal of purchased services

The customer is obliged to:

Know their purchased product renewal date. Kenlife will send a couple of emails before the renewal date to let customers know that their purchased web hosting product is coming up for renewal. The first email is sent fourteen (14) days prior to the renewal date; The second email is sent seven (7) days prior to the renewal date; The third is sent on the actual renewal date.

Ensure that their email address is correct.

Ensure that Kenlife can send emails to the provided email address. It is recommended the customer to whitelist the domain name kenlife.co.ke so they will always receive important emails.

The customer agrees that purchased or renewed addon services or any third-party services offered by Kenlife are not refundable no matter when the cancellation request is submitted.

The customer agrees it is their sole responsibility to ensure all payment information is correct and up to date, as well as all outstanding invoices are paid if the service should be cancelled before the service due date.

Renewal payments for Products or Services with Kenlife should be submitted not later than 24 hours after the product due date. If the customer does not submit a payment within that period, Kenlife reserves the right to suspend the customer’s account until renewal payment is submitted. Kenlife is not obligated to inform the customer, however, we will do our best to do so before suspending the service.

The customer agrees and acknowledges that a web hosting product purchased under the terms of any ongoing promotion will be renewed at the regular price of the product (also referred to as a renewal price) unless the promotional terms state otherwise. An attempt to purchase an additional web hosting service from a separate client account or from the same client account for hosting domains and websites previously hosted by Kenlife will be considered a breach of this Agreement. Kenlife reverses the right to run regular checks for all clients’ accounts. If a domain name was previously hosted under another web hosting account, the plan could be suspended without previous notice, among other actions mentioned below.

The customer acknowledges and agrees that if they wish to continue hosting the respective domain name with Kenlife, they are obligated to cover the corresponding renewal payment of their original hosting account holding that particular domain name. In case the payment is not covered, the customer will have to migrate their data from the plan that was purchased initially to the new plan without assistance from our support. Kenlife reserves the right to decline the 45-day money-back guarantee and to refuse to provide technical support for the above-mentioned services as per the breach of the Agreement.

The customer agrees that any non-renewed Shared Web Hosting account will be kept on our servers for not more than 5 calendar days after the due date passes. After that period, if renewal payment is not received, any data related to the Web Hosting account as well as the whole Web Hosting account will be deleted. This includes the Web Hosting account, all of the generated backup copies as well as any data related to the Web Hosting account.

In case the type of used Web Hosting Service is VPS or Dedicated Server, the customer is obligated to renew the service either prior or on the due date of the service. If the customer fails to submit the payment within 24 hours after the due date becomes effective, all data related to the Product or Service will be deleted. This includes all accounts created on the VPS or Dedicated Server as well as all backup copies generated for the same and all information or data associated with the non-renewed service. Furthermore, in the case that the service is a Dedicated Server, the whole server may be completely dismantled.

Service Cancellation

A Product or Service can be cancelled either by the customer or Kenlife. No third-party service, entity, or jurisdiction can request nor achieve service cancellation on a client’s behalf.

Service Cancellation by the Customer

For a Product or a Service to be cancelled by our customers, a proper cancellation request must be submitted. To submit a Cancellation, Request the customer must use either the cancellation option from within the Client Dashboard or the customer should submit a cancellation ticket explaining the reason for the cancellation in our Billing Department.

The customer agrees and acknowledges that there are exactly two types of service cancellation depending on the period chosen by the customer in their Cancellation Request:

Immediate Cancellation – the service will be cancelled immediately after the cancellation request is approved by Kenlife.

Next Due Date Cancellation – the service will remain active until the next due date and when the date comes the service will be automatically cancelled.

The customer acknowledges and agrees that Kenlife will keep a copy of the Shared Web Hosting account for not more the 5 days after the cancellation request becomes active and the Product or Service is cancelled. After that period any data associated with the customer’s Shared Web Hosting account will be permanently deleted with no option for the same to be restored. That includes the whole Shared Web Hosting account as well as any backups generated for the same.

For VPS or Dedicated Server services, the data will be kept for no more than 24 hours after the cancellation of service become effective. After that period the whole server will be removed meaning that all data hosted on the same will be permanently deleted with no option for the same to be restored.

Kenlife cannot be held responsible for any data loss due to Service suspension or termination. It is the customer’s sole responsibility to keep the data of their Web Hosting accounts fully backed up remotely for any loss of data to be avoided.

Service Cancellation by Kenlife

The customer agrees and acknowledges that any Product or Service offered by Kenlife can be cancelled by Kenlife with or without reason. Cancelled by Kenlife services are not subject to partial or full refund nor is Kenlife obligated to give any prior notice to the customer. Kenlife will not be held responsible for any loss of data in case the service is cancelled by us.

The customer agrees that the reason for the cancellation of service by Kenlife can be but is not limited to:

Violation of Kenlife Terms of Service.

Involvement of the Web Hosting account in illegal or forbidden by the Kenlife Terms of Use activities.

If such a reason arises, Kenlife will act according to the severity of the violation. In most cases, we will try to resolve it first before committing to the complete termination of service. This means that we will open a Support Case with a complete description of the violated terms and give our customers respectful time to resolve the outstanding case:

The period starts immediately after a case is being open in our ticketing system. The customer is solely responsible for being aware of the case as well as for resolving the case according to the provided time frame.

Immediately after the cancellation takes place Kenlife will provide a backup archive to the customer containing all customer data hosted on the cancelled/terminated service. The backup archive will be available for 7 calendar days after the same is being made available for download. It is the customer’s responsibility to ensure that the backup archive is being downloaded completely within the timeframe given by Kenlife.

In case the reason for the cancellation of service by Kenlife is different than a Terms of Service violation by the customer, Kenlife will issue a prorated partial refund for the remaining months of service the Web Hosting product or service has been prepaid for. The amount of the refund is calculated on the following basis: the full prepaid amount minus the remaining months of service multiplied by the price per month of the cancelled service. Kenlife will provide a few options for the customer to choose from when it comes to receiving a refund. In case PayPal is being used as a payment method, the refunded amount will be automatically sent to our customer’s PayPal account.

Money-Back Policy

Our Money Back Policy covers initial orders. Kenlife will fully refund the payment submitted by the customer if the cancellation request meets the set agreements in the contracts.

Chargebacks and Disputes

The customer agrees and acknowledges the right of chargebacks. Before submitting such the customer is obligated to inform Kenlife on the reasons forced them to submit a chargeback or a dispute with Payment processor. Kenlife will always work with our customers to resolve any outstanding payment issues before a chargeback or a dispute is being raised.

The customer agrees and acknowledges that if a chargeback or a dispute is being raised, Kenlife will suspend the access to the product or service related to the case. To activate any suspended Service due to chargeback or dispute, a customer has to ensure that the dispute or chargebacks are being cancelled or in case completed that any outstanding balance is being paid.

General Refund Process

Service(s) must be cancelled before a refund can be issued

You will not be entitled to a refund if your product/service has been flagged as suspicious, is considered to be registered for improper use, or is registered in breach of our Terms of Service.

You will not be entitled to a refund if your service is suspended or terminated as a result of a breach of our Terms of Service.

You will not be entitled to a refund if your service is downgraded.

All eligible refunds will be automatically credited to your client account with Kenlife, unless you specifically request for a cash refund. Money refunded into your client account can be used at a later date to pay for other products and services. You can view your credit balance by logging into your client account and going to the "Available credit" section on your client area dashboard.

If you have requested a cash refund, Kenlife will only give such a refund where the account details you have provided for the refund are an exact match with that from which we received your payment. In event of any discrepancy in the account details, an eligible refund will only be made into your client account.

Requests for cash refunds will be processed and completed within a minimum of 5 days and a maximum of 15 days from the date of request. All cash refund requests are subject to an administrative fee which will be deducted from the amount to be refunded to you. In the event that the amount to be refunded is less than the administrative fee i.e bank charges, you will only be entitled to a refund into your client account.

Unless you specifically request a cash refund, purchases made via any online payment gateway processor i.e. PayPal, etc may be refundable via the source of payment and Kenlife is not responsible for any additional charges imposed by the online payment processing company.

On no account will the same product or service be entitled to a refund more than once.

All deposits made into the Wallet are not refundable and cannot be withdrawn.

No portion of your Wallet Balance may be transferred to another Kenlife.com account.

This Refund Policy for Kenlife Wallet may be amended from time to time.

Overpayment

If we become aware that you have overpaid for any product or service, we will automatically credit the amount of that overpayment to your Kenlife account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the Available credit section on your client area dashboard.

If you wish for an overpayment to be refunded to your bank account, you must send a request for a refund to finance@kenlife.co.ke The request must give required details including the invoice number for which the overpayment was made, date of payment, method of payment (including, where applicable, bank details from which payment was made) and amount of overpayment.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

Payments Issues

If you mistakenly made any payment in error (e.g. Double payment for an invoice, enabling of automated payment, wrong transfer of funds, debited more than once on a transaction, etc) we will automatically credit the amount of that overpayment to your Kenlife client account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the "Available credit" section on your client area dashboard.

If you wish for this payment made in error to be refunded you must send a request for a refund to finance@kenlife.co.ke. The request must give required details including date of payment, method of payment (including, where applicable, bank details from which payment was made or transaction ID for online payment), invoice number where applicable, and amount of payment.

If you have an issue with online payments or other payment charges, you should contact us regarding the issue before you contact your bank or the payment processing company (e.g Paypal, flutterwave, etc) to request a chargeback or reversal of the charges.

Once we have received your request, it will be dealt with in accordance with this Refund Policy